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  • June 2002
  • Case

Southwest Airlines in Baltimore

By: Rogelio Oliva, Jody Hoffer Gittell and David Lane
The number of connecting passengers through Southwest Airlines' Baltimore station has grown 100% CAGR since 1997. Originally designed as a point-to-point network, this load of connecting passengers has been stressing Baltimore ground operations, resulting in an erosion... View Details
Keywords: Strategy; Growth Management; Air Transportation; Service Operations; Air Transportation Industry; Maryland
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  • March 2022 (Revised August 2022)
  • Case

Swvl: Smart Mobility for the Masses

By: Krishna Palepu, Esel Çekin and Menna Hassan
The case focuses on strategy and governance issues at Swvl, a tech-enabled mass mobility marketplace. It describes the journey of CEO and Chairman Mostafa Kandil on his journey from founding the company to its listing on Nasdaq. Since its founding in Egypt in 2017,... View Details
Keywords: Corporate Governance; Growth and Development Strategy; Initial Public Offering; Innovation and Invention; Business Startups; Transportation Industry; Technology Industry; Middle East; North Africa
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  • February 23, 2022
  • Article

Can WEB3 Bring Back Competition to Digital Platforms?

By: Christian Catalini and Scott Duke Kominers
Like the early Internet, blockchain and Web3 applications promise a new wave of decentralization and competition—yet at the same time, it is unclear which of the dynamics that drove concentration in online platforms and services will remain in force under the Web3... View Details
Keywords: Web3; Blockchain; Interoperability; Internet and the Web; Technological Innovation; Competition; Digital Platforms
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  • November 2014
  • Case

Taryn Rose Launches Dresr: Street Marketing a Luxury Brand

By: Lena G. Goldberg, Marcel Saucet and Christine Snively
Serial entrepreneur and shoe designer Taryn Rose, M.D., prepared to launch a new e-commerce platform, Dresr, which would connect shoppers with tastemakers online. Dresr would bring the service element found in brick and mortar luxury stores into the online shopping... View Details
Keywords: E-commerce; Online Platforms; Online Marketing; Footwear; Legal Aspects Of Business; Street Marketing; Entrepreneurship; Internet and the Web; Luxury; Marketing Strategy; Digital Platforms; Legal Liability; Fashion Industry; Technology Industry
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  • 23 Feb 2022
  • News

Can WEB3 Bring Back Competition to Digital Platforms?

    Advanced Leadership Initiative

    At Harvard, Rosabeth Moss Kanter is chair and director of the Advanced Leadership Initiative, a University-wide faculty group aimed at deploying a leadership force of experienced leaders who... View Details

    • 01 Dec 2009
    • Working Paper Summaries

    Modeling a Paradigm Shift: From Producer Innovation to User and Open Collaborative Innovation

    Keywords: by Carliss Y. Baldwin & Eric von Hippel
    • February–March 2013
    • Article

    The Mobile Banking and Payment Revolution

    By: Sunil Gupta
    Mobile technology is revolutionizing the global banking and payment industry. It offers new opportunities for banks to provide added convenience to their existing customers in developed countries and reach a large population of unbanked customers in emerging markets.... View Details
    Keywords: Emerging Markets; Cross-Cultural and Cross-Border Issues; Mobile and Wireless Technology; Banks and Banking; Banking Industry
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    • January 2021 (Revised March 2022)
    • Teaching Note

    Ureed.com: The Marketplace for Language

    By: Ashley V. Whillans
    This case explores the growth of Ureed, an online marketplace for translation services that is powered by a workforce consisting of remote freelancers who are based in the United Arab Emirates. Nour Al Hassan, the founder and CEO faced the challenge of how best to... View Details
    Keywords: Language Translation; Freelancers; Remote Work; Entrepreneurship; Human Resources; Management; Motivation and Incentives; Job Design and Levels
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    • June 2014 (Revised March 2016)
    • Case

    Relating to Peapod

    By: Susan Fournier and Jill Avery
    Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case... View Details
    Keywords: Brands and Branding; Customer Relationship Management; Marketing Strategy; Service Industry; Boston
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    • December 1980 (Revised February 1998)
    • Case

    McDonald's Corp. (Condensed)

    By: W. Earl Sasser and David C. Rikert
    Describes the operating system of McDonald's, the world's most successful fast food chain. The case does not have a decision focus; it is designed for use with Burger King Corp. Students are asked to compare the operating systems of these two fast food hamburger... View Details
    Keywords: Service Operations; Competition; Food and Beverage Industry
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    • March 2021
    • Article

    Last Place Aversion in Queues

    By: Ryan W. Buell
    This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details
    Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
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    • 17 Jun 2015
    • Lessons from the Classroom

    Excellence Comes From Saying No

    School Professor Frances Frei has explored that question for years in the retail realm, culminating in her 2012 book, Uncommon Service: How to Win by Putting Customers at the Core of Your Business. This past semester at HBS, the UPS Foundation Professor of View Details
    Keywords: by Michael Blanding

      Lauren H. Cohen

      Lauren Cohen is the L.E. Simmons Professor in the Finance & Entrepreneurial Management Units at Harvard Business School and a Research Associate at the National Bureau of Economic Research. He is an Editor of the Review of Financial... View Details

      Keywords: financial services; financial services; financial services; financial services; financial services; financial services
      • 2008
      • Working Paper

      Finding Missing Markets (and a disturbing epilogue): Evidence from an Export Crop Adoption and Marketing Intervention in Kenya

      By: Nava Ashraf, Xavier Gine and Dean Karlan
      In much of the developing world, many farmers grow crops for local or personal consumption despite export options which appear to be more profitable. Thus many conjecture that one or several markets are missing. We report here on a randomized controlled trial conducted... View Details
      Keywords: Agribusiness; Developing Countries and Economies; Trade; Profit; Product Marketing; Standards; Failure; Risk and Uncertainty; Non-Governmental Organizations; Service Industry; Service Industry; Kenya; Europe
      Related
      • Research Summary

      Overview

      By: Feng Zhu
      Professor Zhu’s research focuses on the design of platform business models and its impact on platform performance. Platforms have become central to our economy. A platform is a product or service that enables two or more customer groups to interact. For example,... View Details
      • January 2002 (Revised April 2004)
      • Case

      Chapter Enrichment Program Teams at the American Red Cross (A)

      By: Jeffrey T. Polzer and Anita Williams Woolley
      The American Red Cross has a system for structuring, staffing, and leading teams to review its local chapters. Mirroring professional services firms that use teams to serve clients, this system provides detailed guidelines to increase individual team member's... View Details
      Keywords: Planning; Groups and Teams; Management Teams; Leadership; Organizational Structure
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      • 2008
      • Simulation

      Everest Leadership and Team Simulation

      By: Michael A. Roberto and Amy C. Edmondson
      This item is currently not available for purchase on this site. To order, please contact Customer Service - (800) 545-7685 or (617) 783-7600. **REVISED AUGUST 2009!** This web-based simulation uses the dramatic context of a Mount Everest expedition to reinforce student... View Details
      Keywords: Cooperation; Decision Choices and Conditions; Groups and Teams; Knowledge Sharing; Leadership
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      • April 2006 (Revised October 2006)
      • Case

      Best Buy Co., Inc.: Customer-Centricity

      By: Rajiv Lal, Carin-Isabel Knoop and Irina Tarsis
      With FY2005 sales of $27.3 billion, Richfield, Minn.-based Best Buy Co., Inc. was the leading retailer of consumer electronics, home-office products, and related services in North America. Its operations included the distinct store formats Best Buy, Future Shop in... View Details
      Keywords: Customer Focus and Relationships; Service Operations; Business Earnings; Financial Crisis; Failure; Business Model; Leadership; Segmentation; Value Creation; Electronics Industry; United States; Canada; Mongolia
      Related
      • Research Summary

      Current Research

      Professor Gardner’s research investigates two primary research questions, both particularly relevant to the management of professional service firms:  (1) How are project teams able to most effectively use their members’ expertise in order... View Details