Publications
Publications
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- All HBS Web
(819)
- Faculty Publications (130)
- 2022
- Working Paper
An Anatomy of Performance Monitoring
By: Achyuta Adhvaryu, Anant Nyshadham and Jorge Tamayo
Performance monitoring is a mainstay management tool in most organizations. Yet we still know little about whether—and why—better monitoring yields better performance in practice. To shed light on these questions, we study the introduction of a performance monitoring... View Details
Keywords: Performance Monitoring; Worker Skills; Skill Depreciation; Managerial Inattention; On-the-job Training; Productivity; Multitasking; Quick Serve Restaurants; Performance Evaluation; Employees; Competency and Skills; Training; Performance Productivity; Management; Information Technology; Food and Beverage Industry; Puerto Rico
- April 2022 (Revised August 2022)
- Case
Restaurant Brands International: Version 2.0
By: Boris Groysberg and Sarah L. Abbott
In 2010, 3G Capital acquired Burger King, the second largest burger chain globally. 3G expanded Burger King’s operations via acquisitions into a multi-brand business, renamed Restaurant Brands International. The acquisition had been a financial success story for 3G.... View Details
- 2022
- Working Paper
Consumer Reviews and Regulation: Evidence from NYC Restaurants
By: Chiara Farronato and Georgios Zervas
We investigate the informativeness of hygiene signals in online reviews, and their effect on consumer choice and restaurant hygiene. We first extract signals of hygiene from Yelp. Among all dimensions that regulators monitor through mandated restaurant inspections, we... View Details
- 2021
- Working Paper
Racial Disparities in the Paycheck Protection Program
By: Sergey Chernenko and David S. Scharfstein
Using a large sample of Florida restaurants, we document significant racial disparities in borrowing through the Paycheck Protection Program (PPP) and investigate the causes of these disparities. Black-owned restaurants are 25% less likely to receive PPP loans.... View Details
- December 2021 (Revised June 2022)
- Case
Darden Restaurants: The Nine Square Feet
By: Joshua D. Margolis and James Barnett
In June 2021, Darden Restaurants CEO Gene Lee contemplates how to position the world’s biggest full-service restaurant more than one year into the COVID-19 pandemic. View Details
- April 2021
- Case
Franck Giovannini: Managing Succession to Sustain Organizational Excellence
By: Boris Groysberg and Evan M.S. Hecht
As world-renowned chef Franck Giovannini contemplated his future and the future of The Hôtel de Ville Restaurant, he wondered how would he handle the transition of leadership at the restaurant when it came time for him to step down. The Hôtel de Ville Restaurant was... View Details
- April 2021 (Revised May 2021)
- Case
Kitopi: The Brave New World of Cloud Kitchens
By: Antonio Moreno and Gamze Yucaoglu
The case opens in February 2021 as Mohamad Ballout, co-founder and CEO of Kitopi, a Dubai-based managed cloud kitchen platform, is looking over the company’s 2020 results. Propelled by the COVID-19 pandemic, delivery orders had been on the rise globally and dine-in... View Details
- March 2021
- Case
P.F. Chang's
By: Ashish Nanda, Nitin Nohria and Margaret Cross
Excited yet apprehensive after being named CEO of P.F. Chang’s beginning July 1st, 2020, Damola Adamolekun was well aware of the extraordinary challenges facing the firm. The closure of businesses deemed “nonessential” owing to the COVID-19 pandemic had devastated the... View Details
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
- January 2021 (Revised March 2022)
- Case
Brigad: The Future of Work
By: Nien-he Hsieh, Elena Corsi and Daniela Beyersdorfer
In 2019 Florent Malbranche, CEO and co-founder of the French tech startup Brigad, pondered the next growth steps. Founded in 2015, Brigad’s objective was two-fold: to help restaurants and bars find qualified staff for punctual shifts, and to make it easier for... View Details
- January 2021 (Revised January 2021)
- Case
Thomas Keller Restaurant Group: Leadership Through a Pandemic
By: Lena G. Goldberg and Michael S. Kaufman
Thomas Keller, the first and only American-born chef to hold multiple three-star ratings from the prestigious Michelin Guide, and Joe Essa, the immediate past Board Chair of the National Restaurant Association and the CEO of Keller’s restaurant group, were class guests... View Details
- December 2020 (Revised April 2021)
- Case
Arcos Dorados: A QSR Recovery Plan
By: Forest Reinhardt, José B. Alvarez, Jenyfeer Martinez Buitrago and Mariana Cal
Arcos Dorados—McDonald’s largest independent franchisee, covering Latin America and the Caribbean (LAC)—faced a pandemic that was disrupting the entire consumer foodservice business in 2020. With the exclusive right to own, operate, and sub-franchise McDonald’s... View Details
Keywords: Agribusiness; Animal-Based Agribusiness; Plant-Based Agribusiness; Customer Value and Value Chain; Income; Macroeconomics; Environmental Management; Environmental Sustainability; Cross-Cultural and Cross-Border Issues; Food; Health Pandemics; Crisis Management; Logistics; Corporate Social Responsibility and Impact; Strategic Planning; Food and Beverage Industry; Agriculture and Agribusiness Industry; Retail Industry; Latin America; Aruba; Guadeloupe; Martinique; Mexico; Panama; Costa Rica; Argentina; Brazil; Chile; Colombia; Ecuador; French Guiana; Peru; Uruguay; Venezuela; Puerto Rico; Trinidad and Tobago
- December 2020
- Case
Darden Restaurants - The Quest for Growth
- November 2020 (Revised February 2021)
- Case
The Roca Brothers: Innovation in Gastronomy
By: Boris Groysberg, Evan M.S. Hecht and Katherine Connolly Baden
Chef Joan Roca, sommelier Josep Roca and pastry chef Jordi Roca were three brothers based in Girona, Spain whose complementary skills, collective ability, and relentless drive for innovation had brought worldwide fame and awards to their restaurant, El Celler de Can... View Details
- October 2020 (Revised August 2022)
- Case
Union Square Hospitality Group: Hospitality Included
By: Peter Boumgarden, Ryan W. Buell, Lamar Pierce and Richard Ryffel
In 2015, Union Square Hospitality Group (USHG), helmed by famous restauranteur Danny Meyer, sent shockwaves through the restaurant industry by announcing the end of tipping in its restaurants. Under its new policy, Hospitality Included (HI), USHG would charge higher... View Details
- September 2020
- Case
Chip and Joanna Gaines' Magnolia Network
By: Anita Elberse and Julia McNicholas
Chip and Joanna Gaines, who have shot to fame as stars of the hit television show Fixer Upper, are preparing to launch their own television network. It is April 2019, a year since the home-renovation show Fixer Upper’s fifth season on cable channel HGTV ended, and more... View Details
Keywords: Entertainment; Television; Superstars; Innovation; Creative Industries; Talent; General Management; Celebrities; Television Entertainment; Entrepreneurship; Joint Ventures; Innovation and Invention; Marketing; Strategy; Entertainment and Recreation Industry; Media and Broadcasting Industry
- September 2020 (Revised October 2020)
- Case
Briscola—Pizza Society: Scaling Affordable Luxury
By: Gary P. Pisano and Federica Gabrieli
Riccardo Cortese and Federico Pinna were the CEOs of Briscola—Pizza Society, a restaurant chain they had founded in 2014 with a clear ambition: create a distinctive international pizza chain that would combine a fast-casual format with the devotion to quality that... View Details
- September 2020
- Case
&pizza: Leading an ‘Employee-First’ Company During a Period of Societal Challenges
By: Francesca Gino and Jeffrey Huizinga
&Pizza is a pizza chain that in the spring of 2020 finds its business completely up-ended by the COVID-19 crisis and shut-down. Many companies in the restaurant and hospitality sector responded to the crisis by shutting down their operations and laying off employees.... View Details
- July 2020
- Case
Michael Solomonov: Jerusalem in a Bowl
By: Boris Groysberg, Evan M.S. Hecht and Katherine Connolly Baden
Before the COVID-19 pandemic hit, Michael Solomonov and Steven Cook had begun to wonder whether it might be time to rethink their opportunistic approach to the expansion of their small restaurant empire in Philadelphia, CooknSolo. The pandemic, however, caused an... View Details
Keywords: Restaurant Industry; Entrepreneur; COVID-19; Crisis; Crisis Response Plans; Entrepreneurship; Food; Health Pandemics; Crisis Management; Innovation and Invention; Leadership; Creativity; Strategy; Ownership; Problems and Challenges; Risk and Uncertainty; Situation or Environment; Food and Beverage Industry; United States