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  • Research Summary

Overview

Downstream businesses that utilize global suppliers frequently use auditing programs to monitor their suppliers’ working conditions and are often deployed to address reputational concerns associated with procuring from unregulated suppliers. Despite their widespread... View Details
Keywords: Audit Quality; Remote Work; Outsourcing; Econometric Analysis; Switching Costs; Service Operations; Performance Effectiveness; Retail Industry; Retail Industry
  • June 2024
  • Supplement

Zeswitz Music (A)

By: Richard S. Ruback and Royce Yudkoff
Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: In July of 2013, Randy Shayler (HBS, 2012) acquired Zeswitz Music, a musical instrument rental company based in Reading,... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Acquisition; Revenue; Marketing; Retail Industry; Retail Industry; Pennsylvania
Related
  • June 2016
  • Case

Macy's Reinvents Its Millennial Business

By: Boris Groysberg and Sarah L. Abbott
Molly Langenstein, Macy’s executive vice president for fashion and new business development, and members of Macy’s senior team were rethinking the company’s approach to serving millennial customers, customers born between the years of 1980 and 2000. To tackle this... View Details
Keywords: Marketing; Marketing Strategy; Age; Organizational Structure; Organizational Culture; Business Processes; Retail Industry; Retail Industry
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  • 2019
  • Working Paper

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Retail Industry; Retail Industry
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  • March 2013 (Revised April 2013)
  • Supplement

Language and Globalization: 'Englishnization' at Rakuten: Results Are In! (B)

By: Tsedal Neeley
Keywords: Retail Industry; Retail Industry; Japan
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  • September 2010 (Revised August 2013)
  • Case

Liza Davis and the Bargain Hunting Customer

By: Francisco de Asis Martinez-Jerez and Lisa Brem
Liza Davis, an upscale women's fashion retailer, is reeling from worldwide recession and lower demand. Should the company target the fast-growing bargain hunter segment or hold the line on price discounts to preserve their brand image? Customer profitability... View Details
Keywords: Competitive Strategy; Price; Product Positioning; Customer Value and Value Chain; Business Cycles; Financial Crisis; Profit; Knowledge Use and Leverage; Retail Industry; Retail Industry
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  • November 2001
  • Teaching Note

Amazon.com-Going Public TN

By: William A. Sahlman
Teaching Note for (9-899-003). View Details
Keywords: Retail Industry; Retail Industry
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  • February 2001 (Revised September 2002)
  • Teaching Note

Marshall Field and the Rise of the Department Store TN

By: Nancy F. Koehn and William Grundy
Teaching Note for (9-801-349). View Details
Keywords: Retail Industry; Retail Industry; Chicago
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  • September 1999 (Revised April 2001)
  • Case

Credit Suisse (A) (Abridged)

By: W. Earl Sasser and William E. Fulmer
Credit Suisse is looking for ways to differentiate itself from current and likely competitors. After two years of restructuring, the bank's leadership wants profitable growth. It has decided to emphasize customer service. View Details
Keywords: Restructuring; Competitive Advantage; Customer Satisfaction; Banks and Banking; Growth and Development Strategy; Retail Industry; Retail Industry
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  • June 1998 (Revised August 2000)
  • Case

Microsoft CarPoint

By: Jeffrey F. Rayport
CarPoint.com was Microsoft's Web-based entry into on-line automobile retailing. While it could not, in fact, "sell" or deliver any cars, it could shift much of consumer search, comparison, and decision-making, including pricing, the traditional car dealer to the Web.... View Details
Keywords: Internet and the Web; Service Operations; Market Entry and Exit; Consumer Behavior; Retail Industry; Retail Industry
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  • June 1987 (Revised January 1988)
  • Background Note

Emergence of the Electronic In-Home Shopping Industry

By: Mark S. Albion and Walter J. Salmon
Keywords: Retail Industry; Retail Industry
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  • 05 Apr 2010
  • Research & Ideas

HBS Cases: iPads, Kindles, and the Close of a Chapter in Book Publishing

future? Olson has some thoughts—but no easy answers—to those questions. What About The Customer? E-book pricing is one of the biggest sources of friction. In a recent dustup between Amazon and Macmillan, the online retailer briefly... View Details
Keywords: by Julia Hanna; Information; Publishing; Entertainment & Recreation
  • 11 Jun 2013
  • First Look

First Look: June 11

content creation. Publisher's link: http://hbr.org/2013/06/how-to-profit-from-lean-advertising/ar/1   Cases & Course Materials Harvard Business School Case 612-057 Inventory-Based Lending Industry Note Inventory-based lending is a form of asset-based lending used... View Details
Keywords: Carmen Nobel
  • 30 Mar 2003
  • Research & Ideas

How Your Employees and Customers Drive a New Value Profit Chain

collected describes the needs not only of ultimate customers but also of intermediaries such as retailers and wholesalers. Q: What is the most important take-away? What can business leaders start doing now to improve their Value Profit... View Details
Keywords: by Manda Mahoney
  • 27 Aug 2019
  • News

A Shot at Success

in 2018 that crystalized the vision for Trey Athletes, which creates cohorts of student-athletes and introduces them to former athletes whose career paths can be models of success. Reynolds was building a new retail startup; Feickert was... View Details
Keywords: April White
  • 01 Sep 2018
  • News

Ask the Expert: Delivering the Goods

to last-mile business from FedEx, UPS, and Amazon. Unfortunately, the online retailer is piloting its own delivery service that would put it in direct competition with the Postal Service. And Amazon isn’t alone in the search for last-mile... View Details
Keywords: Jen McFarland Flint
  • 19 Mar 2015
  • News

Walter Salmon Remembered

first became interested in marketing and retailing while in college, working part-time at Bloomingdale’s and then in a New York buying office for a large group of department stores. After earning an MBA (1954) and DBA (1960) at HBS, he... View Details
Keywords: Business Schools & Computer & Management Training; Educational Services
  • 21 Jan 2013
  • Research & Ideas

Altruistic Capital: Harnessing Your Employees’ Intrinsic Goodwill

The small financial margin group received a 10 percent margin (50 kwacha) over the retail price for every condom pack sold. The large financial margin group received a 90 percent margin (450 kwacha) over the View Details
Keywords: by Carmen Nobel
  • 26 Jul 2004
  • Research & Ideas

A Better Way to Negotiate: Backward

possible alliances and partnerships); manufacturers (for manufacturing set-top boxes); non-U.S. licensees; and wholesale and retail distributors (for sales). With his promising venture running on fumes, Perlman's next obvious negotiation... View Details
Keywords: by James K. Sebenius
  • 04 Sep 2019
  • News

Ask the Expert: Bounce Back

newsletter advertising can be extended to many industries: hotels or airlines can embed ads for attractions near featured destinations or travel accessories, entertainment venues can embed ads for local restaurants and bars, retailers... View Details
Keywords: Jen McFarland Flint