Service Quality Competition - Publications - Faculty & Research - Harvard Business School

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2021
Working Paper

The Business of K-12 Education in China

By: Geoffrey Jones and Yuhai Wu

This working paper examines the evolution of K-12 education in China, especially between 1985 and the present day, drawing extensive interviews with participants in the educational sector. China has been hugely successful in reaching almost 100 percent literacy,... View Details

Keywords: K-12 Education; China; Real Estate; Early Childhood Education; Performance Evaluation; Teaching; Governing Rules, Regulations, and Reforms; Personal Development and Career; Social Issues; Nonprofit Organizations; Private Sector; Education Industry; Real Estate Industry; China

February 2015 (Revised June 2017)
Case

Intrapreneurship at DaVita HealthCare Partners

By: Joseph B. Fuller, David J. Collis and Matthew G. Preble

Josh Golomb, president and general manager of DaVita Rx (Rx), was about to meet with Kent Thiry, CEO of Rx's corporate parent, DaVita Healthcare Partners Inc. (DaVita), in August 2013. The two would discuss whether Golomb should lead a new DaVita venture, Paladina... View Details

Keywords: Intrapreneurship; Entrepreneurial Organizations; Startup Management; Startup; Strategic Positioning; Corporate Entrepreneurship; Corporate Strategy; Business Startups; Strategic Planning; Competitive Strategy; Health Industry; United States

August 2022 (Revised June 2024)
Exercise

How Should Netflix Add an Ad-Supported Tier?

By: Elie Ofek and Olivier Toubia

In the summer of 2022, it became clear that Netflix would introduce an ad-supported tier alongside its existing subscription plans in the near future. Speculation abounded as to the details of the new tier: How many minutes of advertising would it include? What picture... View Details

Keywords: Pricing; Television Industry; Price; Marketing Strategy; Digital Platforms; Customer Value and Value Chain; Competitive Strategy; Customer Satisfaction; Entertainment and Recreation Industry

2011
Other Teaching and Training Material

The Fund Industry: How Your Money Is Managed

By: Robert C. Pozen

This is the teaching manual for the third edition of the fund industry: how your money is managed. It contains review and discussion questions and answers for every chapter. It also contains business-school quality cases for most chapters, including assignment... View Details

Keywords: Financial Management; Investment Funds; Money; Financial Services Industry

09 Oct 2015
News

Putting Social Progress on Par with Prosperity

09 Jun 2015
First Look

First Look: June 9, 2015

the closer one gets to the customer in responses from sales and service personnel. This article outlines the issues and explains why withholding information about strategy for competitive reasons often... View Details

Keywords: Sean Silverthorne

December 2017 (Revised May 2018)
Case

Amazon Buys Whole Foods

By: José B. Alvarez, David Lane and Joni Coughlin

The June 2017 news that e-commerce giant Amazon was paying $13.7 billion for organic supermarket chain Whole Foods precipitated a broad sell-off in the shares of grocery retailers and suppliers. Behind the precipitous declines lay recognition that Amazon’s bold move... View Details

Keywords: Amazon; Whole Foods; Grocery; Grocery Delivery; Mergers ＆ Acquisitions; Business Models; Food Value Chain; Agribusiness; Mergers and Acquisitions; Operations; Competitive Strategy; E-commerce; Agriculture and Agribusiness Industry; Retail Industry; Web Services Industry; Food and Beverage Industry; United States

2017
Other Article

Designing an Agile Software Portfolio Architecture: The Impact of Coupling on Performance

By: Alan MacCormack and Robert Lagerstrom

The modern industrial corporation encompasses a myriad of different software applications, each of which must work in concert to deliver functionality to end-users. However, the increasingly complex and dynamic nature of competition in today’s product-markets dictates... View Details

Keywords: Applications and Software; Design; Organizational Change and Adaptation; Performance Effectiveness

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January 2009
Case

Xi'an International University: The Growth of Private Universities in China

By: William C. Kirby, Michael Shih-ta Chen, Keith Chi-ho Wong and Tracy Manty

Huang Teng founded Xi'an International University (XAIU) as a private institute of higher education in 1992. Throughout its ensuing years, the school filled a niche and met the demand of students who did not test into one of China's public institutions. In 2008, it was... View Details

Keywords: Higher Education; Growth and Development Strategy; Private Ownership; Expansion; Education Industry; China

February 2022 (Revised September 2022)
Case

Lilium: Preparing for Takeoff

By: Navid Mojir, Vincent Dessain, Mette Fuglsang Hjortshoej and Emer Moloney

Lilium is a German company focused on developing electric vertical takeoff and landing vehicles (eVTOLs) that can be used to offer air taxi services. The company went public in September 2021 through a special purpose acquisition company (SPAC) deal, raising more than... View Details

October 2021 (Revised December 2021)
Case

PhonePe: Democratizing Payments in India

By: Michael Chu and Rachna Tahilyani

The co-founders of PhonePe, India’s leading digital payment platform are considering pursuing various growth opportunities in a huge country just entering the digital age. In a highly competitive industry, the founders are keenly aware that making the right choices is... View Details

Keywords: Digital Platform; Digital Banking; Business Strategy; Growth and Development Strategy; Decision Choices and Conditions; Corporate Entrepreneurship; Digital Platforms; Financial Services Industry; Asia; India

January 2017
Teaching Note

The Park Hotels: Revitalizing an Iconic Indian Brand

By: Jill Avery and Chekitan S. Dev

Priya Paul, chairwoman of The Park Hotels, an award-winning portfolio of thirteen boutique hotels scattered across India, was in the midst of a brand revitalization program. Landor Associates, a leading brand consultancy, had identified three areas of concern: the... View Details

Keywords: Brand Management; Brand Positioning; Brand Portfolio Strategy; Brand Architecture; Brand Repositioning; Target Market; Hospitality; Hotel Industry; Marketing; Brands and Branding; Marketing Strategy; Service Delivery; Service Industry; Service Industry; India; Asia

July 2008
Case

eHarmony

By: Mikolaj Jan Piskorski, Hanna Halaburda and Troy Smith

eHarmony's CEO needs to decide how to react to imitations of its business model, encroachment by competing models, and ascendance of free substitutes. The case provides four options to address these threats and asks students to choose one after they analyzed the... View Details

Keywords: Business Model; Decision Choices and Conditions; Growth and Development Strategy; Industry Structures; Competitive Strategy; Competitive Advantage; Service Industry

21 Jul 2009
First Look

First Look: July 21

rating agencies. We use the rise of a third ratings agency to examine competition and reputation. Consistent with Klein and Leffler (1981), competition leads to lower quality... View Details

Keywords: Martha Lagace

Forthcoming
Article

Improving Customer Compatibility with Tradeoff Transparency

By: Ryan W. Buell and MoonSoo Choi

Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run... View Details

Keywords: Transparency; Customer Selection; Customer Compatibility; Retention; Service Operations; Service Delivery; Marketing Strategy; Marketing Communications; Customer Focus and Relationships; Customer Satisfaction; Banking Industry; Australia

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May 2013
Supplement

Transport Corporation of India (B): Choosing the Right Candidate

By: V.G. Narayanan and Saloni Chaturvedi

Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details

Keywords: Customer Relationship Management; Business Divisions; Performance; Sales; Transportation Industry; India

11 Nov 2013
Working Paper Summaries

Increased Speed Equals Increased Wait: The Impact of a Reduction in Emergency Department Ultrasound Order Processing Time

Keywords: by Jillian Berry Jaeker, Anita L. Tucker & Michael H. Lee; Health

May 2024
Supplement

HubSpot and Motion AI (B): Generative AI Opportunities

The technologies driving artificial intelligence (AI) had progressed significantly since HubSpot’s acquisition of Motion AI in 2017. Generative AI was the newest major development. Software-as-a-service (SaaS) companies such as HubSpot were analyzing how generative AI... View Details

Keywords: Artificial Intelligence; CRM; Chatbots; Sales Management; Generative Ai; SaaS; Marketing; Sales; AI and Machine Learning; Customer Relationship Management; Applications and Software; Technological Innovation; Competitive Advantage; Technology Industry; United States

April 2005 (Revised June 2006)
Case

Yahoo! Messenger: Network Integration

By: Thomas R. Eisenmann and Alison Berkley Wagonfeld

Describes Yahoo!'s management of the launch of version 6.0 of its Instant Messenger (IM) product, which incorporates features from 12 other Yahoo! properties, including Search, Music, Games, Photos, Personals, News, and Shopping. The integration of features from so... View Details

Keywords: Integration; Business Units; Digital Platforms; Internet and the Web; Competitive Advantage; Web Services Industry; Web Services Industry; United States

March 2000
Supplement

Charles Schwab Corporation, The: A Presentation by David Pottruck Co-CEO

By: F. Warren McFarlan and Melissa Dailey

David Pottruck, Co-CEO of Charles Schwab Corp., discusses the company's information technology and competitive strategy with an Executive Education (Program for Management Development) class at Harvard Business School, October 22, 1999. View Details

Keywords: Competitive Strategy; Information Technology; Financial Services Industry

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