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      • Faculty Publications  (635)

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      • January 2015 (Revised October 2015)
      • Case

      Trouble at Tessei

      By: Ethan Bernstein and Ryan W. Buell
      In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
      Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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      Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Case 615-044, January 2015. (Revised October 2015.)
      • January 2015
      • Article

      Competing with Privacy

      By: Ramon Casadesus-Masanell and Andres Hervas-Drane
      We analyze the implications of consumer privacy for competition in the marketplace. We consider a market where firms set prices and disclosure levels for consumer information, and consumers observe both before deciding which firm to patronize and how much information... View Details
      Keywords: Information Acquisition; Information Disclosure; Online Privacy; Privacy Regulation; Information; Rights; Internet and the Web; Competition; Internet and the Web; Corporate Disclosure; Ethics; Knowledge Acquisition
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      Casadesus-Masanell, Ramon, and Andres Hervas-Drane. "Competing with Privacy." Management Science 61, no. 1 (January 2015): 229–246.
      • December 2014 (Revised February 2020)
      • Case

      Compass Group: The Ascension Health Decision

      By: Ryan W. Buell
      In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
      Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Strategy; Customer Focus and Relationships; Service Industry; Service Industry; United States
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      Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Case 615-026, December 2014. (Revised February 2020.)
      • December 2014
      • Case

      Groupon: A New CEO Takes Charge

      By: Lynda M. Applegate and Arnold B. Peinado
      On August 7, 2013, Eric Lefkofsky, the chairman and largest shareholder of Groupon was named CEO, replacing founder Andrew Mason, who had run the company since its inception in 2009. When Groupon had its initial public offering (IPO) in November 2011, the company's... View Details
      Keywords: Entrepreneurial Management; Disruptive Technologies; Growth Strategy; Customer Relations; Service Management; International Business; Business Models; Strategy Execution; Entrepreneurship; Growth and Development Strategy; Business Model; United States
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      Applegate, Lynda M., and Arnold B. Peinado. "Groupon: A New CEO Takes Charge." Harvard Business School Case 815-083, December 2014.
      • December 2014 (Revised October 2015)
      • Case

      Iz-Lynn Chan at Far East Organization (Abridged)

      By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert
      This case describes how to champion and implement organizational change from the middle by recounting the experiences of Iz-Lynn Chan at Far East Organization. View Details
      Keywords: Iz-Lynn Chan; Far East Organization; Singapore; Far East Hospitality; Customer Centric Initiative; Hotels; Culture Change; Culture; Standard Operating Procedures; Serviced Residences; Service Quality And Standards Department; Service Operations; Service Delivery; Organizational Culture; Operations; Leading Change; Organizational Change and Adaptation; Accommodations Industry; Singapore; China
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      Hill, Linda A., Anthony J. Mayo, and Dana M. Teppert. "Iz-Lynn Chan at Far East Organization (Abridged)." Harvard Business School Case 415-033, December 2014. (Revised October 2015.)
      • Winter 2014
      • Article

      Does Service Bundling Reduce Churn?

      By: Jeff Prince and Shane Greenstein
      We examine whether bundling in telecommunications services reduces churn using a series of large, independent cross sections of household decisions. To identify the effect of bundling, we construct a pseudo-panel dataset and utilize a linear, dynamic panel-data model,... View Details
      Keywords: Communication Technology; Customer Satisfaction; Product Marketing; Telecommunications Industry
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      Prince, Jeff, and Shane Greenstein. "Does Service Bundling Reduce Churn?" Journal of Economics & Management Strategy 23, no. 4 (Winter 2014): 839–875.
      • 2014
      • Other Teaching and Training Material

      Marketing Reading: Creating Customer Value

      By: Sunil Gupta
      This Reading explores how firms can create value for their customers. The goal of any business is to delight customers by understanding its customers' needs and to provide products and services to meet those needs. As a result, it is critical to understand what... View Details
      Keywords: Consumer Behavior; Consumer Marketing; Customer Experience; Network Effects; Service Profit Chain; Total Customer Value
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      Gupta, Sunil. "Marketing Reading: Creating Customer Value." Core Curriculum Readings Series. Boston: Harvard Business Publishing 8176, 2014.
      • November 2014
      • Teaching Note

      Marketing Marijuana in Colorado

      By: John A. Quelch
      The case, set in the middle of 2014, reviews the first six months of marketplace activity in Colorado, following the legalization of marijuana for recreational use and the expansion of marijuana retailing from medical dispensaries to recreational stores. The case... View Details
      Keywords: Marketing Innovations; Retail Government Services; Public Health; Agribusiness; Customers; Goods and Commodities; Government and Politics; Health; Marketing; Society; Consumer Products Industry; Distribution Industry; Health Industry; Public Administration Industry; North and Central America
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      Quelch, John A. "Marketing Marijuana in Colorado." Harvard Business School Teaching Note 515-048, November 2014.
      • Article

      Cooks Make Tastier Food When They Can See Their Customers

      By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
      While existing theory suggests that increased contact between customers and employees diminishes efficiency, recent research demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they... View Details
      Keywords: Operational Transparency; Service Delivery; Service Operations; Service Management; Service Industry
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      Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Cooks Make Tastier Food When They Can See Their Customers." Harvard Business Review 92, no. 11 (November 2014): 34–35.
      • Article

      Digital Ubiquity: How Connections, Sensors, and Data Are Revolutionizing Business

      By: Marco Iansiti and Karim R. Lakhani
      When Google bought Nest, a maker of digital thermostats, for $3.2 billion just a few months ago, it was a clear indication that digital transformation and connection are spreading across even the most traditional industrial segments and creating a staggering array of... View Details
      Keywords: Digital Innovation; Digitization; Industrial Internet; Technological Innovation; Production; Competitive Strategy; Engineering; Aerospace Industry
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      Iansiti, Marco, and Karim R. Lakhani. "Digital Ubiquity: How Connections, Sensors, and Data Are Revolutionizing Business." Harvard Business Review 92, no. 11 (November 2014): 90–99.
      • October 2014 (Revised June 2015)
      • Case

      Quiet Logistics (A)

      By: Robert Simons and Natalie Kindred
      This two-part case focuses on how to identify and manage strategic uncertainties in an innovative, entrepreneurial start-up company. In the (A) case, students learn about Quiet Logistics, an e-commerce fulfillment company working with high-end apparel retailers such as... View Details
      Keywords: Strategy Execution; Strategic Uncertainty; Disruptive Change; Managing Growth; Robotics; Disruptive Technology; Managing Start-ups; Management Control Systems; Performance Measurement; Business Growth and Maturation; Disruption; Entrepreneurship; Disruptive Innovation; Crisis Management; Risk Management; Organizational Change and Adaptation; Business Strategy; Competitive Strategy; E-commerce; Distribution Industry; Technology Industry; United States
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      Simons, Robert, and Natalie Kindred. "Quiet Logistics (A)." Harvard Business School Case 115-001, October 2014. (Revised June 2015.)
      • October 2014
      • Supplement

      Quiet Logistics (B)

      By: Robert Simons and Natalie Kindred
      This two-part case focuses on how to identify and manage strategic uncertainties in an innovative, entrepreneurial start-up company. In the (A) case, students learn about Quiet Logistics, an e-commerce fulfillment company working with high-end apparel retailers such as... View Details
      Keywords: Strategy Execution; Strategic Uncertainties; Managing Growth; Disruptive Change; Robotics; Disruptive Technologies; Managing Start-ups; Management Control Systems; Performance Measurement; Business Growth and Maturation; Disruption; Entrepreneurship; Disruptive Innovation; Crisis Management; Risk Management; Organizational Change and Adaptation; Business Strategy; Competitive Strategy; E-commerce; Distribution Industry; Technology Industry; United States
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      Simons, Robert, and Natalie Kindred. "Quiet Logistics (B)." Harvard Business School Supplement 115-003, October 2014.
      • October 2014 (Revised August 2018)
      • Case

      Caesars Entertainment

      By: Janice H. Hammond and Aldo Sesia
      This case describes the introduction of a regression analysis model for forecasting guest arrivals to Caesars Palace hotel in Las Vegas, Nevada. The company will use the forecast to staff the front desk in the hotel. The staff is unionized and the company has little... View Details
      Keywords: Forecasting; Staffing; Gaming; Gaming Industry; Hotel Industry; Decision Making; Forecasting and Prediction; Human Resources; Selection and Staffing; Entertainment; Games, Gaming, and Gambling; Operations; Service Delivery; Service Operations; Accommodations Industry; Travel Industry; Tourism Industry; Food and Beverage Industry; Las Vegas
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      Hammond, Janice H., and Aldo Sesia. "Caesars Entertainment." Harvard Business School Case 615-031, October 2014. (Revised August 2018.)
      • August 2014
      • Case

      Netflix in 2011

      By: Willy Shih and Stephen Kaufman
      Reed Hastings founded Netflix to provide a home movie service that would do a better job satisfying customers than the traditional retail rental model. But as it encountered challenges it underwent several major strategy shifts, ultimately developing a business model... View Details
      Keywords: Netflix; DVD; DVD-by-mail; Streaming; Online Entertainment; Online Video; Disruptive Innovation; Innovation and Management; Innovation Strategy; Business Model; Disruption; Operations; Service Operations; Entertainment; Film Entertainment; Television Entertainment; Media; Strategy; Business or Company Management; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Technology; Technology Adoption; Technology Platform; Web; Entertainment and Recreation Industry; United States
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      Shih, Willy, and Stephen Kaufman. "Netflix in 2011." Harvard Business School Case 615-007, August 2014.
      • June 2014
      • Case

      Making Progress at IDEO

      By: Teresa M. Amabile and Katrina Flanagan
      This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for IDEO designers' everyday experience of work. As new types of client work have shifted away from the more classic design... View Details
      Keywords: Organizational Change and Adaptation; Motivation and Incentives; Employees; Customer Focus and Relationships; Service Industry
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      Amabile, Teresa M., and Katrina Flanagan. "Making Progress at IDEO." Harvard Business School Case 814-123, June 2014.
      • 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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      Fournier, Susan, and Jill Avery. "Relating to Peapod." Harvard Business School Case 314-142, June 2014. (Revised March 2016.)
      • Article

      Moving from Engagement to a Real Marriage of Brand and Customer

      By: Jeffrey F. Rayport
      Keywords: Technology; Digital Services; Strategy; Internet and the Web; Marketing
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      Rayport, Jeffrey F. "Moving from Engagement to a Real Marriage of Brand and Customer." True (FleishmanHillard) (June 15, 2014).
      • May 2014
      • Case

      Groupon, Inc.

      By: Krishna G. Palepu, Blythe J. McGarvie and James Weber
      Internet coupon site "Groupon" grew revenues rapidly and went public, but struggled to impress investors or operate profitably. Did it have a sustainable business model? Groupon sold coupons called Groupons which purchasers used to acquire goods or services at... View Details
      Keywords: Accounting; Corporate Governance; Entrepreneurship; Financial Management; Financial Reporting; Financial Statements; Organizational Culture; Strategy; Web Services Industry; United States
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      Palepu, Krishna G., Blythe J. McGarvie, and James Weber. "Groupon, Inc." Harvard Business School Case 114-038, May 2014.
      • April 2014
      • Article

      The Limits of Scale: Companies That Get Big Fast Are Often Left Behind. Here's Why.

      By: Hanna Halaburda and Felix Oberholzer-Gee
      The value of many products and services rises or falls with the number of customers using them; the fewer fax machines in use, the less important it is to have one. These network effects influence consumer decisions and affect companies' ability to compete. Strategists... View Details
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      Halaburda, Hanna, and Felix Oberholzer-Gee. "The Limits of Scale: Companies That Get Big Fast Are Often Left Behind. Here's Why." Harvard Business Review 92, no. 4 (April 2014): 95–99.
      • January 2014
      • Case

      Entrepreneurial Finance Lab: Scaling an Innovative Start-up Financing Venture

      By: Joan Farre-Mensa, William R. Kerr and Alexis Brownell
      EFL provides credit-scoring services in developing countries using psychometric assessment, but the potential loss of a large customer makes them reconsider their scaling narrative. View Details
      Keywords: Finance; Developing Countries; Lending; Psychometrics; Scaling; Entrepreneurship; Credit; Developing Countries and Economies; Growth and Development Strategy; Financial Services Industry; Financial Services Industry; Africa; Latin America
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      Farre-Mensa, Joan, William R. Kerr, and Alexis Brownell. "Entrepreneurial Finance Lab: Scaling an Innovative Start-up Financing Venture." Harvard Business School Case 814-073, January 2014.
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