Publications

23 Sep 2022
Research & Ideas

8 Strategies to Sustain Business Innovation

play As a venture develops, McDonald suggests borrowing from others’ ideas. There are plenty of examples of companies doing this successfully: Uber drew inspiration from the carpool-match View Details

Keywords: by Lane Lambert

January 2020
Case

Sunset Limited or Full Speed Ahead? Amtrak Talks to Congress

By: John D. Macomber

Richard Anderson took the helm of Amtrak in 2017 after leading a successful turnaround at Delta Airlines. Amtrak is a US state owned enterprise with about $3.5 bn in annual revenue (and a large operating loss) that is responsible for substantial segments of passenger... View Details

Keywords: Railroad; Passenger Transportation; Urbanization; Cities; U.S. Congress; Infrastructure; Transition; Transportation; Rail Transportation; Climate Change; Urban Scope; Strategic Planning; Business and Government Relations; Rail Industry; United States

21 Oct 2002
Research & Ideas

The Parable of the Bungled Baggage And the Unhappy Customer

Late-arriving luggage proved to be a parable about customer service for Harvard Business School professor W. Earl Sasser. In this excerpted transcript from a new video CD... View Details

Keywords: by W. Earl Sasser

Web

Faculty & Research - Business & Environment

service in India. As a methodological contribution, we examine whether and in which settings satellite measurements may be effective at estimating both agricultural yields and... View Details

Career Coach

Alejandro Maldonado

also spent five years as a vice-president at H.I.G. Capital, a leading US private equity firm investing in diverse industries in the middle market space. In 2012, he founded... View Details

Keywords: Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All)

November 2000 (Revised June 2001)
Case

Ventro: Builder of B2B Businesses

By: Lynda M. Applegate and Meredith Collura

Enables a thorough analysis of Ventro (formerly known as Chemdex), which builds and operates multiple B2B marketplace companies. Examines Ventro's business model and strategy as well as the company's operating, technical, and management expertise. Part of the... View Details

Keywords: Business Model; Entrepreneurship; Technological Innovation; Management; Business or Company Management; SWOT Analysis; Organizational Structure; Business Strategy; Service Industry; Service Industry

12 Feb 2018
Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

line has an end and there is an identifiable person who occupies it,” says Buell. “They know they’re last and everyone around them knows it as well.” The anxiety we feel about being last can affect how consumers experience waiting for... View Details

Keywords: by Michael Blanding; Service; Service

Hüsnü Özyeğin

Keywords: Financial Services

27 Sep 2018
Research & Ideas

Religion in the Workplace: What Managers Need to Know

that Jeffries called “The Look,” which has been described as a classic East Coast collegiate style. That style dictated how salespeople, known as “sales models,” styled their... View Details

Keywords: by Dina Gerdeman; Food & Beverage; Apparel & Accessories

24 Jan 2011
HBS Case

Terror at the Taj

I grew up there. So the Taj is part of my memories, too. As one of the interview subjects said, the Taj is their Taj, meaning anyone who has ever walked through its doors. It's a place that means many things... View Details

Keywords: by Julia Hanna; Accommodations

10 Sep 2007
Research & Ideas

High Note: Managing the Medici String Quartet

ensemble for, give or take, close to 40 years, but this past summer was their final concert tour as a group. "The Medici String Quartet is one of the very best such ensembles, probably one of the very... View Details

Keywords: by Martha Lagace; Music

December 2023 (Revised February 2024)
Case

Transforming Healthcare Delivery at Karolinska University Hospital

By: Susanna Gallani, Mary Witkowski, Elena Corsi and Nikolina Jonsson

The case study examines the journey toward value-based healthcare at Karolinska University Hospital. The hospital's ambitious shift to a patient-centered care delivery model, accompanied by the construction of a new facility, encountered challenges such as high costs,... View Details

Keywords: Change Management; Transformation; Transition; Business Organization; Communication Strategy; Information Infrastructure; Service Delivery; Organizational Change and Adaptation; Organizational Structure; Health Industry; Sweden; Europe

09 Jun 2022
HBS Case

From Truck Driver to Manager: US Foods’ Novel Approach to Staff Shortages

In 2021, US Foods faced a problem that has become all too familiar: As thousands of Americans re-evaluated their work lives in the middle of the pandemic, the company—one of the largest food View Details

Keywords: by Pamela Reynolds

January 2020 (Revised November 2020)
Case

Crisis at the 11th Hour

By: David G. Fubini, Rebecca Henderson, Sarah Gulick and Trevor Fetter

A successful lawyer describes an important decision she had to make as a young attorney about whether to disclose information in a contract. View Details

Keywords: Contracts; Agreements and Arrangements; Attorney and Client Relationships; Rank and Position; Trust; Decisions; Legal Services Industry; New York (city, NY)

17 Jun 2011
HBS Case

KFC’s Explosive Growth in China

have picked," says Shelman, a Kentucky native with more than a passing interest in Colonel Sanders. "Not only is this the story of a successful entry into China by... View Details

Keywords: by Maggie Starvish; Food & Beverage

01 Oct 2001
Research & Ideas

Organizing the Family-Run Business

in very senior positions or are the designated successor and close to assuming this leadership role. A board should not include the company's service providers such as banker,... View Details

January 2024
Supplement

Winning Business at Russell Reynolds

By: Ethan Bernstein and Cara Mazzucco

In an effort to make compensation drive collaboration, Russell Reynolds Associates’ (RRA) CEO Clarke Murphy sought to re-engineer the bonus system for his executive search consultants in 2016. As his HR analytics guru, Kelly Smith, points out, that risks upsetting—and... View Details

Keywords: Restructuring; Talent and Talent Management; Compensation and Benefits; Growth and Development Strategy; Organizational Change and Adaptation; Organizational Culture; Performance Evaluation; Motivation and Incentives; Consulting Industry