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  • 01 Dec 1997
  • News

Growing Together

performance. The process helps these organizations measure the volume of services they deliver, determine customer satisfaction, apply special analytic techniques to evaluate performance, and keep the public... View Details
Keywords: Marguerite Rigoglioso and Nancy O. Perry
  • 01 Oct 1996
  • News

Leading In a New Era

inattention to customer feedback — led to stagnating sales and declining profits. "When I walked into this company in 1994," says Claiborne's straight-talking chairman, president, and CEO Paul Charron, "it was a $2-billion corporation... View Details
Keywords: Nancy O. Perry
  • 26 Sep 2017
  • First Look

First Look at New Research and Ideas, September 26, 2017

amortization (EBITDA) margin of over 8%. At the executive education program, Jaime had learned that entrepreneurs could build on their unique attributes and capabilities to expand and grow their businesses. Should he continue to expand the View Details
Keywords: Sean Silverthorne
  • 01 Feb 1998
  • News

Women at the Top

Professor of Business Administration, gave the second case presentation on First Direct, a "virtual" bank in England that has built tremendous market share by providing services via telephone. MBA Class of 1960 Professor of Business... View Details
Keywords: Marguerite Rigoglioso and Susan Young
  • 20 Sep 2016
  • First Look

September 20, 2016

https://cb.hbsp.harvard.edu/cbmp/product/916033-PDF-ENG Harvard Business School Case 517-017 Singapore Airlines: Premium Goes Multi-Brand Singapore Airlines had long been considered the gold standard for its innovative customer service.... View Details
Keywords: Sean Silverthorne
  • 01 Mar 2005
  • News

Venture Capital’s Comeback

companies now find their best customers in China and India, where U.S. technology products are in high demand. More importantly, the free flow of ideas and capital have created entrepreneurial hot spots around the globe, challenging... View Details
Keywords: Roger Thompson; Securities, Commodities, and Other Financial Investments; Finance
  • 28 Aug 2012
  • First Look

First Look: August 28

Case 312-106 When MF Global failed in October 2011, it was discovered that $1.6 billion of segregated customer assets was missing. Safeguarding these assets was the firm's responsibility, and in the words of one SEC official, its... View Details
Keywords: Sean Silverthorne
  • 07 Mar 2017
  • First Look

First Look at New Research, March 7

Abstract—Himachal Pradesh outperforms other Indian states in implementing universal primary education. Through comparative field research, this article finds that bureaucratic norms—unwritten rules that guide public officials—influence how well state agencies deliver... View Details
Keywords: Sean Silverthorne
  • Web

Program Policies - HBS Online

understand or do not wish to be bound by the Program Policies, do not enroll in any Programs. As a reminder, HBS Online Services are at all times subject to the HBS Online Terms of Use . Table of Contents Certificate of Completion... View Details
  • 01 Dec 2018
  • News

Hard Choices

cushions the ill, or disadvantaged, or those who simply fail to thrive in their particular setting, geography, industry, or trade. After all, creative destruction is still destruction, even if inevitable and in the service of a net gain... View Details
Keywords: Seth Klarman (MBA 1982)
  • 25 Apr 2017
  • First Look

First Look at New Research, April 25

be aware of the range of powerful, dynamic, and often conflicting forces shaping the emerging competitive environment. The globalization of markets, the increasing homogeneity of customer needs worldwide, the impact of the digital... View Details
Keywords: Sean Silverthorne
  • 12 Jul 2006
  • Research & Ideas

Competition the Cure for Healthcare

point out in our book, the provider group doesn't create any value. Value is not created by breadth of services but excellence in particular medical conditions. Zero-sum competition was a natural evolution given the historical roots of... View Details
Keywords: by Roger Thompson; Health
  • 09 Nov 2010
  • First Look

First Look: November 9, 2010

each branch of the armed services must make. Army and Marine Corps officers operate in an inherently uncertain environment. They define the mission but then give subordinates the flexibility to adjust to realities on the ground. This... View Details
Keywords: Sean Silverthorne
  • 12 Jul 2021
  • News

Alumni Confront the COVID-19 Crisis

service especially needed given the isolation caused by the pandemic. After two decades in the senior housing industry, which included overseeing a multibillion-dollar portfolio for a REIT, Oppenheim developed a vitality framework built... View Details
  • November 2004 (Revised September 2019)
  • Background Note

The U.S. Health Club Industry in 2004

By: John R. Wells, Gabriel Ellsworth and Benjamin Weinstock
In 2004, the $16.8 billion U.S. health club industry continued its strong record of growth. There were almost 27,000 health clubs in the United States, up from 6,700 two decades earlier, and these clubs claimed 41 million members, over 14% of the U.S. population.... View Details
Keywords: Health Clubs; Fitness; Gyms; Chain; Weight Loss; Obesity; Exercise; Personal Training; Bally Total Fitness; 24 Hour Fitness; YMCA; Gold's Gym; Curves; Franchise; Franchising; Subscription; Promotional Sales; Promotions; Fixed Costs; Body; Accrual Accounting; Revenue Recognition; Buildings and Facilities; Business Growth and Maturation; Business Model; For-Profit Firms; Trends; Customers; Demographics; Age; Income; Private Equity; Financing and Loans; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Health; Nutrition; Business History; Employees; Retention; Human Capital; Working Conditions; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Markets; Demand and Consumers; Supply and Industry; Industry Growth; Industry Structures; Operations; Service Operations; Franchise Ownership; Private Ownership; Public Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Nonprofit Organizations; Welfare; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Consolidation; Corporate Strategy; Customization and Personalization; Expansion; Segmentation; Hardware; Health Industry; United States
Related
  • Web

HBS - Financials | From the Chief Financial Officer

in the prior year, primarily reflecting higher customer acquisition costs amid increased competition in the educational technology market. Total enrollment grew to 40,667 participants, 5 percent higher than the prior year. Although down... View Details
  • 28 Aug 2018
  • First Look

New Research and Ideas, August 28, 2018

childcare providers, so Kids & Company will have to grow in a more mature market, albeit one where Kids & Company’s leaders still see substantial opportunity. Company leaders also believe that the company’s “boutique” childcare centers, which maintain a strict... View Details
Keywords: Dina Gerdeman
  • 28 Apr 2015
  • First Look

First Look: April 28

joint venture with a community hospital to establish Hoag Orthopedic Institute (HOI), a for-profit hospital and two ambulatory service centers. By controlling and integrating all aspects of the patients' medical treatment, the physicians... View Details
Keywords: Sean Silverthorne
  • 22 May 2012
  • First Look

First Look: May 22

information. Finally, we provide evidence that High Sustainability companies significantly outperform their counterparts over the long-term, both in terms of stock market and accounting performance. The outperformance is stronger in sectors where the View Details
Keywords: Sean Silverthorne
  • 04 Jun 2013
  • First Look

First Look: June 4

predicted by the theory. Publisher's link: http://www.people.hbs.edu/mrhodeskropf/VCRiskReturn59.pdf 2006 Harvard Business Review Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction... View Details
Keywords: Sean Silverthorne