Publications
Publications
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(5,137)
- Faculty Publications (750)
- November 2016
- Case
QuintilesIMS: Biosimilar Marketing in England
By: John A. Quelch and Emily C. Boudreau
QuintilesIMS was a leading healthcare consulting firm best known for its data and information offerings as well as its market research and management consulting services for life science companies. By 2015, the company was expanding beyond the biopharmaceutical... View Details
- November 2016 (Revised February 2017)
- Case
Square, Inc. IPO
By: Ramana Nanda, Robert White and Lauren G. Pickle
In November 2015, Square, Inc. launched its initial public offering (IPO). The IPO had an offering price of $9 per share, lower than the $11 to $13 estimate that had been outlined in the preliminary prospectus and 42% below the $15.50 share price in its most recent... View Details
- 2016
- Working Paper
Explaining the Persistence of Gender Inequality: The Work-Family Narrative as a Social Defense Against the 24/7 Work Culture
By: Irene Padavic, Robin J. Ely and Erin M. Reid
It is widely accepted that the conflict women experience between family obligations and professional jobs’ long hours lies at the heart of their stalled advancement. Yet research suggests that this “work-family narrative” is partial at best: men, too, experience... View Details
- October 2016 (Revised November 2016)
- Case
DO & CO: Gourmet Entertainment
By: Juan Alcácer and Esel Çekin
This case is about a global catering, restaurant, and hospitality company, DO & CO, growing geographically with its existing businesses while also adding new brands to its portfolio. The company had $1 billion in revenues in 2015 from its three divisions: airline... View Details
Keywords: Strategy; International Expansion; Operational Constraints; Three-dimensional Growth; Value-added Approach; Brand Acquisition; Airline Catering; Airline Industry; Event Catering; Hospitality; Profitable Growth; Team Management; Competition; Talent and Talent Management; Corporate Strategy; Operations; Brands and Branding; Value Creation; Globalized Firms and Management; Expansion; Acquisition; Growth and Development Strategy; Service Industry; Service Industry; Service Industry
- October 2016 (Revised January 2018)
- Case
BlackRock (A): Selling the Systems?
By: Ranjay Gulati, Jan W. Rivkin and Kelly McNamara
As the case opens in 1999, several key leaders at BlackRock, Inc., then a relatively small asset management firm, are trying to convince CEO Larry Fink and others that the firm should begin to offer Aladdin—its proprietary analytics and trading platform—to other asset... View Details
- October 2016
- Case
Turkasset: Bringing Customer-Centricity to Debt Collection
By: Dennis Campbell and Gamze Yucaoglu
In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details
Keywords: Customer Satisfaction; Customer Experience; Customer Service; Customer-centric; Emerging Market; Customer Focus; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Turkasset; Collections Agency; NPL; Call Center; Financial Services; Borrowing and Debt; Customer Focus and Relationships; Organizational Culture; Operations; Management; Service Operations; Quality; Competitive Advantage; Cost vs Benefits; Financial Services Industry; Turkey
- September 2016
- Case
Financial Services at Falabella (A)
By: C. Fritz Foley and Agustin M. Hurtado
In 2010, the board and senior management team of Falabella, a leading retailer with operations throughout Latin America, faced choices about what to do with its financial services division. More than 4.5 million customers had CMR credit cards that could be used in... View Details
- Fall 2016
- Article
How Do Customers Respond to Increased Service Quality Competition?
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide... View Details
- 2016
- Book
Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services
By: Elie Ofek, Eitan Muller and Barak Libai
This book bridges the gap between what academics know, and what innovation stakeholders—from managers, to investors, to analysts, to consumers—need to know about how new products and services are expected to perform in the marketplace. The book develops a compelling... View Details
Keywords: Innovation; Technology Diffusion; New Products; Customer Lifetime Value; Monetization Strategy; Social Influence; Innovation Adoption; Forecasting Demand; Commercialization; Marketing Strategy; Practice; Customer Value and Value Chain; Research; Innovation and Management; Technology Adoption; Forecasting and Prediction; Product Development
- August 2016
- Case
CSI Ingenieros
By: Jay Lorsch and Emily McTague
CSI's business unit managers gathered around the downstairs conference room for the company's weekly meeting to discuss project bids. Cristina WaldAshley Hartman, who was in charge of finding projects for the engineering firm to work on, read through several she had... View Details
Keywords: Corporate Governance; Board; Board Committees; Board Dynamics; Organization; Organization Alignment; Dynamic Capabilities; Organization Design; Organizational Prototyping; Organizational Silence; Organizational Learning; Organization Behavior; Organizational Change and Adaptation; Organizational Culture; Manufacturing Industry; South America; Uruguay
- 2016
- Working Paper
Pros vs Joes: Agent Pricing Behavior in the Sharing Economy
By: Jun Li, Antonio Moreno and Dennis J. Zhang
One of the major differences between markets that follow a “sharing economy” paradigm and traditional two-sided markets is that the supply side in the sharing economy often includes individual nonprofessional decision makers, in addition to firms and professional... View Details
- June 2016
- Case
Duff & Phelps: Scaling an Entrepreneurial Venture (A)
By: Lynda M. Applegate and David Lane
Having teamed up to launch their own financial services business, Noah Gottdiener and Jacob Silverman soon discover a venerable brand and viable business in an established bank subsidiary. They then work for many months to acquire the business as a platform for... View Details
- 2016
- Working Paper
Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity
By: Itai Gurvich, Martin Lariviere and Antonio Moreno
Motivated by recent innovations in service delivery such as ride-sharing services and work-from-home call centers, we study capacity management when workers self-schedule. Our service provider chooses capacity to maximize its profit (revenue from served customers minus... View Details
- May 2016 (Revised August 2022)
- Case
RegionFly: Cutting Costs in the Airline Industry
By: Susanna Gallani and Eva Labro
RegionFly is a small, private airline specializing in ultra-premium services. Founded shortly after the "Golden Age of airline travel," RegionFly's financial performance had been strong for several decades. More recently, however, the results have taken a downward... View Details
- 2016
- Chapter
Navigating Natural Monopolies: Market Strategy and Nonmarket Challenges in Radio and Television Audience Measurement Markets
By: Hillary Greene and Dennis Yao
This paper explores how firms within the audience measurement industry, specifically its radio and television markets, have navigated myriad market and nonmarket challenges. The market strategies and the nonmarket forces that constrain those strategies are largely... View Details
- April 2016 (Revised March 2019)
- Case
Moleskine (A)
By: Ryan Raffaelli, Raffaella Sadun and Kathy Qu
Describes the founding and growth challenges facing Moleskine, an Italian-based consumer products company known for its oilcloth-covered notebooks once used by Ernest Hemingway and Vincent van Gogh. CEO Arrigo Berni and co-founder Maria Sebregondi aim to transform the... View Details
Keywords: Creative Industries; Brand Building; Digital Innovation; Digital Services And Strategy; Process Improvement; Culture; Identity Construction; Innovation; Growth and Development Strategy; Leadership; Organizational Change and Adaptation; Organizational Culture; Innovation Strategy; Consumer Products Industry
- Article
Landing the First Job: The Value of Intermediaries in Online Hiring
By: Christopher Stanton and Catherine Thomas
Online markets for remote labor services allow workers and firms to contract with each other directly. Despite this, intermediaries—called outsourcing agencies—have emerged in these markets. This paper shows that agencies signal to employers that inexperienced workers... View Details
- Article
Products to Platforms: Making the Leap
By: Feng Zhu and Nathan Furr
Following the path of companies such as Apple and Amazon, more and more firms are trying to become not just product purveyors but also platform providers, facilitating direct connections between customers and other groups. Although launching a platform can generate new... View Details
- 2016
- Working Paper
The Reference Wars: Encyclopedia Britannica's Decline and Encarta's Emergence
By: Shane Greenstein
The experience of Encyclopædia Britannica provides the canonical example of the decline of an established firm at the outset of the digital age. Competition from Microsoft's Encarta in 1993 led to sharp declines in the sales of books, which led to the distressed sale... View Details
- March 2016 (Revised January 2023)
- Teaching Note
Carla Ann Harris at Morgan Stanley
This case follows Carla Ann Harris, an African-American executive on Wall Street, from her childhood to the eve of her 20th year at Morgan Stanley. In addition to her professional identity as an investment banker, Harris is also an accomplished gospel singer, an... View Details