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  • January 1982 (Revised July 2007)
  • Case

Jody McVay

A Harvard MBA '78 has been successful at getting things done in a consumer products company with an "entrenched" culture. She has also handled issues women face in a "male culture" rather well. View Details
Keywords: Organizational Culture; Gender; Management Skills; Consumer Products Industry; Consumer Products Industry
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  • 14 Apr 2009
  • First Look

First Look: April 14, 2009

structures. SWFs seem to engage in a form of trend chasing, since they are more likely to invest at home when domestic equity prices are higher, and invest abroad when foreign prices are higher. Funds see the industry P/E ratios of their... View Details
Keywords: Martha Lagace
  • 21 Jul 2003
  • Research & Ideas

Don’t Get Buried in Customer Data—Use It

more elusive than ever. A recent McKinsey study reveals that the annual churn in the wireless industry increased from 17 percent in 1995 to 32 percent in 2000. This trend holds true even in industries less... View Details
Keywords: by Jean Ayers
  • 20 Feb 2018
  • First Look

First Look at New Research and Ideas, February 20, 2018

https://www.hbs.edu/faculty/Pages/item.aspx?num=53958 Effects of a Tournament Incentive Plan Incorporating Managerial Discretion in a Geographically Dispersed Organization By: Deller, Carolyn, and Tatiana Sandino Abstract—Using retail... View Details
Keywords: Sean Silverthorne
  • 01 Mar 2008
  • News

Reimagining China and India

of China and India, not just financial markets and industry structure? Entrepreneurship in India and China is not just about taking companies public. It is also about finding ways around all manner of constraints, many of which originate... View Details
Keywords: Roger Thompson; Retail Trade; Retail Trade; Retail Trade; Retail Trade
  • Research Summary

Overview

Downstream businesses that utilize global suppliers frequently use auditing programs to monitor their suppliers’ working conditions and are often deployed to address reputational concerns associated with procuring from unregulated suppliers. Despite their widespread... View Details
Keywords: Audit Quality; Remote Work; Outsourcing; Econometric Analysis; Switching Costs; Service Operations; Performance Effectiveness; Retail Industry; Retail Industry
  • June 2024
  • Supplement

Zeswitz Music (A)

By: Richard S. Ruback and Royce Yudkoff
Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: In July of 2013, Randy Shayler (HBS, 2012) acquired Zeswitz Music, a musical instrument rental company based in Reading,... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Acquisition; Revenue; Marketing; Music Industry; Music Industry; Pennsylvania
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  • June 2016
  • Case

Macy's Reinvents Its Millennial Business

By: Boris Groysberg and Sarah L. Abbott
Molly Langenstein, Macy’s executive vice president for fashion and new business development, and members of Macy’s senior team were rethinking the company’s approach to serving millennial customers, customers born between the years of 1980 and 2000. To tackle this... View Details
Keywords: Marketing; Marketing Strategy; Age; Organizational Structure; Organizational Culture; Business Processes; Fashion Industry; Fashion Industry
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  • 2019
  • Working Paper

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
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
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Banking Industry
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  • March 2013 (Revised April 2013)
  • Supplement

Language and Globalization: 'Englishnization' at Rakuten: Results Are In! (B)

By: Tsedal Neeley
Keywords: Technology Industry; Technology Industry; Japan
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  • September 2010 (Revised August 2013)
  • Case

Liza Davis and the Bargain Hunting Customer

By: Francisco de Asis Martinez-Jerez and Lisa Brem
Liza Davis, an upscale women's fashion retailer, is reeling from worldwide recession and lower demand. Should the company target the fast-growing bargain hunter segment or hold the line on price discounts to preserve their brand image? Customer profitability... View Details
Keywords: Competitive Strategy; Price; Product Positioning; Customer Value and Value Chain; Business Cycles; Financial Crisis; Profit; Knowledge Use and Leverage; Fashion Industry; Fashion Industry
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  • November 2001
  • Teaching Note

Amazon.com-Going Public TN

By: William A. Sahlman
Teaching Note for (9-899-003). View Details
Keywords: Electronics Industry; Electronics Industry
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  • February 2001 (Revised September 2002)
  • Teaching Note

Marshall Field and the Rise of the Department Store TN

By: Nancy F. Koehn and William Grundy
Teaching Note for (9-801-349). View Details
Keywords: Distribution Industry; Distribution Industry; Chicago
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  • September 1999 (Revised April 2001)
  • Case

Credit Suisse (A) (Abridged)

By: W. Earl Sasser and William E. Fulmer
Credit Suisse is looking for ways to differentiate itself from current and likely competitors. After two years of restructuring, the bank's leadership wants profitable growth. It has decided to emphasize customer service. View Details
Keywords: Restructuring; Competitive Advantage; Customer Satisfaction; Banks and Banking; Growth and Development Strategy; Banking Industry; Banking Industry
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  • June 1998 (Revised August 2000)
  • Case

Microsoft CarPoint

By: Jeffrey F. Rayport
CarPoint.com was Microsoft's Web-based entry into on-line automobile retailing. While it could not, in fact, "sell" or deliver any cars, it could shift much of consumer search, comparison, and decision-making, including pricing, the traditional car dealer to the Web.... View Details
Keywords: Internet and the Web; Service Operations; Market Entry and Exit; Consumer Behavior; Auto Industry; Auto Industry
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  • 04 Sep 2018
  • First Look

New Research and Ideas, September 4, 2018

challenge for firms based in suburban industrial parks. To stay relevant, they need to tap into urban hotbeds, but setting up operations there can be extremely expensive. In his work on global talent flows, Harvard Business School’s Kerr... View Details
Keywords: Dina Gerdeman
  • 19 Jun 2018
  • First Look

New Research and Ideas, June 19, 2018

investors, could provide this commitment mechanism. Common ownership of competitors within industries and long-time horizons in ownership of shares are key characteristics for investors that could act as stewards of the commons. Social... View Details
Keywords: Dina Gerdeman
  • 19 Jan 2011
  • First Look

First Look: Jan. 18

analysts' forecasts of firm performance actually reflect any of these factors and which are considered most important. We use survey data from 967 analysts ranking 837 companies to judge how their forecasts are related to evaluations of firms' View Details
Keywords: Sean Silverthorne
  • 09 May 2017
  • First Look

New Research and Ideas, May 9

a sovereign default may affect the economy. 2017 Green Capitalism? Business and the Environment in the Twentieth Century Entrepreneurship, Policy, and the Geography of Wind Energy By: Jones, G. Abstract—This study examines the geography of the global wind energy View Details
Keywords: Sean Silverthorne
  • 25 Mar 2013
  • Research & Ideas

How Chapter 11 Saved the US Economy

and Chapter 11 played a heroic role in helping the country rebound. He outlines these ideas in Coming Through in a Crisis: How Chapter 11 and the Debt Restructuring Industry Are Helping to Revive the US Economy , published in the fall... View Details
Keywords: by Kim Girard; Financial Services