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  • 2018
  • Working Paper

Need for Speed: The Impact of Website Performance on Online Retail

By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno
The share of e-commerce sales is rapidly increasing and so are the associated losses generated by website outages and slow websites. We leverage novel retail and website performance data to investigate the impact of website performance on online sales. This question is... View Details
Keywords: Online Retail; Quasi-experiments; Abandonment; Synthetic Control; Internet and the Web; Performance; Service Operations
Related

    Effects of an Information Sharing System on Employee Creativity, Engagement, and Performance

    Many service organizations rely on information sharing systems to boost employee creativity to meet customer needs. We conducted a field experiment in a retail chain, based on a registered report accepted by JAR, to test whether an information sharing system recording... View Details

      Organizational Design and Control Across Multiple Markets: The Case of Franchising in the Convenience Store Industry

      Many companies operate units that are dispersed across different types of markets, serving significantly diverging customer bases. Such dispersion is likely to compromise headquarters' ability to control local managers' behavior and satisfy the needs of different... View Details
      • 2010
      • Book

      The New Science of Retailing: How Analytics Are Transforming the Supply Chain and Improving Performance

      By: Marshall Fisher and Ananth Raman
      Retailers today are drowning in data but lacking in insight: They have huge volumes of information at their disposal. But they're unsure of how to sort through it and use it to make smart decisions. The result? They're struggling with profit-sapping supply chain... View Details
      Keywords: Profit; Knowledge Use and Leverage; Logistics; Supply Chain Management; Mathematical Methods; Retail Industry
      Related
      • 13 Jan 2003
      • Research & Ideas

      The Subconscious Mind of the Consumer (And How To Reach It)

      Harvard Business School professor Gerald Zaltman's latest book, How Customers Think: Essential Insights into the Mind of the Market, delves into the subconscious mind of the consumer—the place where most purchasing decisions are made. The... View Details
      Keywords: by Manda Mahoney

        Design-Based Confidence Sequences: A General Approach to Risk Mitigation in Online Experimentation.

        Randomized experiments have become the standard method for companies to evaluate the performance of new products or services. In addition to augmenting managers' decision-making, experimentation mitigates risk by limiting the proportion of customers exposed to... View Details
        • July 2023
        • Case

        HealthVerity: Real World Data and Evidence

        By: Satish Tadikonda
        Andrew Kress (CEO and founder) and his team had built a promising marketplace business at HealthVerity serving its core market in healthcare, with a focus on pharmaceutical R&D and services. Thus far, HealthVerity’s products had been unique to the pharma and pharma... View Details
        Keywords: Growth and Development Strategy; Market Entry and Exit; Product Marketing
        Related
        • Web

        Marketing - Doctoral

        Brands & branding David E. Bell Business marketing Das Narayandas V. Kasturi Rangan Consumer behavior Leslie K. John Michael I. Norton Consumer psychology David E. Bell Julian De Freitas Michael I. Norton Customer focus Rohit Deshpande... View Details
        • April 2021
        • Case

        Zeynep Ton: The Good Jobs Strategy

        By: Francesca Gino and Frances X. Frei
        The link to this multimedia case should be provided to students in advance as preparation for classroom case discussion.

        In Zeynop Ton’s 2014 book The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost... View Details
        Keywords: Organizations; Selection and Staffing; Compensation and Benefits; Operations; Performance Effectiveness
        Related
        • August 2016 (Revised July 2017)
        • Case

        Singapore Airlines: Premium Goes Multi-Brand

        By: Rohit Deshpande and Dawn H. Lau
        Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of competition, from the rapid growth of Southeast Asian low-cost carriers on the one hand, to the expansion of premium... View Details
        Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore
        Related
        • December 2020 (Revised February 2021)
        • Case

        Kerry Group: Inspiring Food, Nourishing Life

        By: Forest L. Reinhardt, José B. Alvarez, Damien McLoughlin, Tonia Labruyere and Tonia Junker
        The Irish company Kerry Group, one of the leading global players in the taste and nutrition industry, wants to ensure its future growth in developing and developed markets. Founded in 1972 as a dairy cooperative, it had grown into a provider of taste and nutrition... View Details
        Keywords: Agribusiness; Environmental Sustainability; Food; Nutrition; Growth and Development Strategy; Global Range; Market Entry and Exit; Customer Relationship Management; Agriculture and Agribusiness Industry
        Related
        • January 2024 (Revised May 2024)
        • Case

        Runa

        By: Paul Gompers and Carla Larangeira
        In early 2022, Courtney McColgan, founder and CEO of Runa, a human resources and payroll Software-as-a-Service platform, faced an unexpected tech market downturn. Founded in 2018, Runa catered to small and medium-sized businesses in Mexico, offering an affordable and... View Details
        Keywords: Business Startups; Volatility; Entrepreneurship; Decision Making; Leadership; Management; Venture Capital; Organizational Change and Adaptation; Business Growth and Maturation; Latin America
        Related
        • January 1996 (Revised February 1997)
        • Case

        Tennessee Valley Authority: Option Purchase Agreements

        By: Peter Tufano
        James Cross, VP of customer planning at the Tennessee Valley Authority, a major supplier of electric power in the Southeast United States, is considering meeting its incremental capacity needs by creating new financial contracts, Option Purchase Agreements (OPAs) to... View Details
        Keywords: Risk and Uncertainty; Risk Management; Energy Generation; Corporate Finance; Energy Industry; United States
        Related
        • April 2004 (Revised July 2007)
        • Case

        OfficeTiger

        By: Joseph B. Lassiter III and Johanna Regine Naunton Blaxall
        OfficeTiger was founded in late 1999 with an innovative approach to global outsourcing. The company's employees, located primarily in India, provided services for corporations, investment banks, and professional services firms throughout the United States, Europe, and... View Details
        Keywords: Mergers and Acquisitions; Globalized Markets and Industries; Job Cuts and Outsourcing; Growth and Development Strategy; Service Operations; India
        Related
        • September 2002 (Revised November 2002)
        • Case

        Transformation at the IRS

        By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
        Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change... View Details
        Keywords: Service Delivery; Service Operations; Organizational Structure; Taxation; Organizational Culture; Transformation; Public Administration Industry; United States
        Related
        • 04 May 2011
        • News

        Google Takes to TV to Promote Browser

        • 28 Apr 2019
        • News

        How One Independent Bookstore Succeeds in the Amazon Age

        • 18 Jan 2012
        • News

        Politics, Tax Code Said to Stymie U.S.

        • September 2010
        • Supplement

        Compass Maritime Services, LLC: Valuing Ships (CW)

        By: Benjamin C. Esty and Albert W. Sheen
        Tom Roberts, a founding partner of Compass Maritime Services, a New Jersey-based shipping research and consulting firm, has been asked by a new potential customer in May 2008 for advice on purchasing a capesize bulk carrier. After identifying a suitable ship with his... View Details
        Keywords: Acquisition; Decisions; Microeconomics; Finance; Price; Management Analysis, Tools, and Techniques; Market Transactions; Partners and Partnerships; Mathematical Methods; Valuation; Consulting Industry; New Jersey
        Related
        • December 1995
        • Case

        Assessing Foreign Business Practices

        By: Debora L. Spar
        As businesses expand worldwide, corporations are increasingly being forced to grapple with definitions of "acceptable" foreign conduct. What differentiates a "bribe" from a "commission"? Should managers abroad refer to local custom or their own national laws in... View Details
        Keywords: Crime and Corruption; Cross-Cultural and Cross-Border Issues
        Related