• September 2017 (Revised November 2018)
• Case

Marriott International: The Next 90 Years

By: Chiara Farronato and Gary Pisano

The case examines how Marriott should respond to the potential threats from new home-sharing platforms and the rise of online travel agencies. In 2017 Marriott was the largest hotel chain, with more than one million rooms and 7% of worldwide room supply. In the... View Details

Keywords: Airbnb; Competitiveness; Threats; Disruption; Lodging Industry; Long-term Growth; Loyalty Program; Marriot; Online Platforms; Online Travel Agencies; Digital Platforms; Disruptive Innovation; Competitive Strategy; Competition; Customer Focus and Relationships; Customer Satisfaction; Internet and the Web; Tourism Industry; Travel Industry; Accommodations Industry

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Farronato, Chiara, and Gary Pisano. "Marriott International: The Next 90 Years." Harvard Business School Case 618-017, September 2017. (Revised November 2018.)

• March 2001 (Revised September 2005)
• Case

Ritz-Carlton Hotel Company, The

By: Sandra J. Sucher and Stacy McManus

In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity,... View Details

Keywords: Customer Satisfaction; Innovation and Invention; Leadership; Brands and Branding; Product Launch; Service Operations; Performance Improvement; Problems and Challenges; Quality; Status and Position; Culture; Value Creation; Accommodations Industry; Service Industry

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Sucher, Sandra J., and Stacy McManus. "Ritz-Carlton Hotel Company, The." Harvard Business School Case 601-163, March 2001. (Revised September 2005.)

James L. Heskett

James L. Heskett is UPS Foundation Professor Emeritus at the Harvard Business School and author of his latest book, With From Within: Build Organizational Culture for Competitive... View Details

• August 2019 (Revised August 2024)
• Case

The Walt Disney Company: Theme Parks

By: Rory McDonald, Allison Mnookin and Iuliana Mogosanu

As he seeks to place the division he leads on a firm footing for the future, Tom Staggs, chairman of Walt Disney Parks and Resorts, is considering a range of investments designed either to upgrade the guest experience in the company’s existing parks or to expand access... View Details

Keywords: Entertainment; Investment; Expansion; Decision Making; Customer Satisfaction; Entertainment and Recreation Industry

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McDonald, Rory, Allison Mnookin, and Iuliana Mogosanu. "The Walt Disney Company: Theme Parks." Harvard Business School Case 620-039, August 2019. (Revised August 2024.)

• Web

Impact of the New Medium - Edwin H. Land & Polaroid | Harvard Business School

the photograph, it is hoped that many of the satisfactions of working in the early arts can be brought to a new group of photographers.” Edwin Land, "One-Step Photography," May 31, 1949 66 On Friday, November 26, 1948, the day after... View Details

• November 2010 (Revised April 2011)
• Case

Aman Resorts

By: Eugene Soltes and Aldo Sesia

This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details

Keywords: Business Model; Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Employees; Service Delivery; Business Strategy; Accommodations Industry

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Soltes, Eugene, and Aldo Sesia. "Aman Resorts." Harvard Business School Case 111-012, November 2010. (Revised April 2011.) (request a courtesy copy.)

• 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

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Ofek, Elie, and Olivier Toubia. "How Should Netflix Add an Ad-Supported Tier?" Harvard Business School Exercise 523-033, August 2022. (Revised June 2024.)

• 30 Jul 2001
• What Do You Think?

What’s the Future of Corporate Governance?

response to last month's column suggests both a conclusion and a question: It will be different, but will it be more effective? First, the differences. Corporate governance in the future will, according to Devdip Ganguli, reflect an increasing emphasis on View Details

Keywords: by James Heskett

• 07 May 2020
• Research & Ideas

The One Good Thing Caused by COVID-19: Innovation

corporations, innovative and creative risk-mitigating technologies can potentially lead to better customer experience and employee satisfaction both now and in the future. As the world emerges from the... View Details

Keywords: by Hong Luo and Alberto Galasso

• October 2016
• Case

The Quiet Ascension of LA Fitness

By: John R. Wells and Gabriel Ellsworth

In 2016, LA Fitness was the largest chain of non-franchised fitness clubs in North America, operating 676 clubs, serving 4.9 million members, and generating revenues of over $1.9 billion. Founded by Chinyol Yi, Louis Welch, and Paul Norris in 1984, the privately held... View Details

Keywords: LA Fitness; Health Clubs; Fitness; Gyms; Chain; Exercise; Personal Training; Retention; Bally Total Fitness; 24 Hour Fitness; Planet Fitness; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Demographics; Age; Gender; Income; Residency; Borrowing and Debt; Capital; Capital Structure; Cash; Cash Flow; Cost; Private Equity; Financial Condition; Financial Liquidity; Financing and Loans; Investment Return; Price; Profit; Revenue; Geographic Location; Geographic Scope; Multinational Firms and Management; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Market Entry and Exit; Operations; Service Operations; Leasing; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Mobile Technology; Technology Platform; Health Industry; United States; California; Los Angeles

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Wells, John R., and Gabriel Ellsworth. "The Quiet Ascension of LA Fitness." Harvard Business School Case 717-424, October 2016.

• September 2011 (Revised February 2013)
• Case

Cleveland Clinic: Improving the Patient Experience

By: Ananth Raman and Anita L. Tucker

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the... View Details

Keywords: Health Care and Treatment; Customer Satisfaction; Performance Improvement; Service Delivery; Value Creation; Personal Characteristics; Human Needs

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Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, September 2011. (Revised February 2013.)

• 09 Oct 2001
• Research & Ideas

Driven: How Human Nature Shapes Organizations

and Nohria examine how an organization built around the four-drive theory might look. The return from your work must be the satisfaction which that work brings you and the world's need of work. With it, life is heaven, or as near heaven... View Details

Keywords: by Paul Lawrence & Nitin Nohria

• January 2021 (Revised February 2021)
• Case

TCS: From Physical Offices to Borderless Work

By: Prithwiraj Choudhury and Malini Sen

Tata Consultancy Services (TCS), a multinational IT services company headquartered in Mumbai, is a subsidiary of one of India’s most reputed conglomerates, the Tata Group. In 2020, TCS was valued at $144.7 billion, the highest for any company in the IT sector,... View Details

Keywords: Remote Work; Organizational Structure; Change Management; Transformation; Decision Choices and Conditions; Customer Satisfaction; Information Technology Industry; India; Asia; United States; Europe

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Choudhury, Prithwiraj, and Malini Sen. "TCS: From Physical Offices to Borderless Work." Harvard Business School Case 621-081, January 2021. (Revised February 2021.)