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  • All HBS Web  (636)
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  • 10 Feb 2003
  • Research & Ideas

Women at Work

former Bain associate Persistency Pays Kelly Cook had wanted to work at Continental Airlines for as long as she could remember. As a young, recently divorced mother of one, she began temping in the Houston area while applying for every... View Details
Keywords: by Wendy Guild
  • 12 Oct 2006
  • First Look

First Look: October 12, 2006

Boeing's e-Enabled Advantage Harvard Business School Case 807-011 Examines Boeing's new strategy of offering services to regain market dominance and help its struggling airline customers improve efficiency and profitability. Purchase this... View Details
Keywords: Sean Silverthorne
  • 28 Aug 2017
  • Research & Ideas

Should Industry Competitors Cooperate More to Solve World Problems?

companies will be explicit about their cooperation and under scrutiny from investors, regulators, and their own legal experts. “Similar to airlines cooperating by purchasing jets together in order to lower costs collectively,... View Details
Keywords: by Sean Silverthorne; Financial Services; Manufacturing; Agriculture & Agribusiness; Mining
  • 08 Mar 2016
  • Research & Ideas

Solving an Economic Mystery Surrounding Argentina and Chile

country is home to a range of internationally competitive firms, from Falabella, the largest department store chain in Latin America, to LATAM, the largest airline group and a member of the One World Alliance. Q: Do you foresee any better... View Details
Keywords: by Sean Silverthorne
  • 12 Apr 2016
  • First Look

April 12, 2016

April 2016 Harvard Business Review Can You Cut 'Turn Times' Without Adding Staff? By: Bernstein, Ethan, and Ryan W. Buell Abstract—The president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at... View Details
Keywords: Sean Silverthorne
  • 30 Mar 2010
  • First Look

First Look: March 30

Case 410-063 Sheikh Mohammed bin Rashid Al Maktoum has converted Dubai from a sleepy little coastal village into a world-class city, famous for its ambition, drive, and economic promise. He is the founder, part-owner, and visionary behind companies such as Emirates... View Details
Keywords: Sean Silverthorne
  • 03 Oct 2005
  • What Do You Think?

What’s the Future of Globally Organized Labor?

What do you think? Original Article Two contrasting news stories caught my eye over the past couple of months. The first involved the strike, at least initially unsuccessful, by the mechanics' union at Northwest Airlines in an attempt to... View Details
Keywords: by James Heskett
  • 07 Oct 2019
  • Sharpening Your Skills

How Companies Can Make Up with (Very) Unhappy Customers

JetBlue today is considered one of the top airlines in the world, and its customer ratings are as high as its airplanes. But not that long ago JetBlue was a prime business school example of a nightmare scenario displacing 130,000... View Details
Keywords: by Sean Silverthorne; Retail; Air Transportation
  • 10 Oct 2007
  • Research & Ideas

“Blank” Inside: Branding Ingredients

aftermarket. Think cars with Michelin tires, Dolby stereo systems and Champion spark plugs. Today, the most impressive—and unlikely—ingredient brand promises to be the Boeing 787. On July 8, 2007, Boeing unveiled the 787 to the public. Over 650 orders have already been... View Details
Keywords: by John Quelch; Aerospace; Consumer Products
  • 07 Nov 2007
  • Op-Ed

How Marketing Hype Hurt Boeing and Apple

and brand-building can boost stock prices by raising customer and investor expectations. But the penalties for not delivering on marketing promises are fast becoming as significant as not meeting quarterly earnings targets. Boeing had banked over 700 orders from... View Details
Keywords: by John Quelch; Aerospace; Consumer Products
  • 28 Oct 2001
  • What Do You Think?

What Can We Expect in the Other War?

out in a sample of large U.S. for-profit organizations. The implication is that winners in the war for talent create more value than "merely good" competitors. One organization that has been a consistent winner has been Southwest View Details
Keywords: by James Heskett
  • 08 May 2006
  • Research & Ideas

The Cost of Cutting in Line

standing in line at the airport, it occurred to me that waiting lines appeared to be another example for a missing-markets problem. Why do I have to wait at airports? Why don't the airlines offer a service that would allow me to pay $20... View Details
Keywords: by Sean Silverthorne
  • 20 Jul 2016
  • Research & Ideas

Airplane Design Brings Out the Class Warfare in Us All

behavior. The leading causes of passenger disruptions on airplane flights. (Source: Research Report: Physical and Situational Inequality on Airplanes Predicts Air Rage.) Source: Micaela Brody They pored through a private database of all air rage incidents from a large... View Details
Keywords: by Dina Gerdeman; Air Transportation; Sports; Travel
  • 17 Jun 2016
  • Op-Ed

Companies Need to Start Marketing Security to Customers

on financial controls, not on risks to consumers and brand reputations. That's not good enough" Even marketers who pay special attention to safety are reluctant to tout their superiority. You never see comparison advertising from an View Details
Keywords: by John A. Quelch; Entertainment & Recreation
  • 04 Dec 2000
  • What Do You Think?

Have We Overdone Deregulation and Privatization?

consumers were that deregulation: (1) unleashes the power of a self-correcting free market (Jeff Struck), giving customers services at prices they are willing to pay and quality levels that they are willing to pay for (at least in the View Details
Keywords: by James Heskett
  • 25 Oct 2004
  • Research & Ideas

Planning for Surprises

many U.S. airlines, the debt owed to customers in the form of miles is a value significantly larger than the airlines' market capitalization. This is simply not sustainable. Airlines have already reduced the value of miles by making seats... View Details
Keywords: by Martha Lagace
  • 09 Jan 2013
  • Sharpening Your Skills

Sharpening Your Skills: Understanding Customers

Crisis It was the Valentine's Day from hell for JetBlue employees and more than 130,000 customers. Under bad weather, JetBlue fliers were trapped on the runway at JFK for hours, many ultimately delayed by days. How did the airline make it... View Details
Keywords: Re: Multiple Faculty
  • 10 Jul 2017
  • Op-Ed

Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos

fix. In the short run, it may be easier to sweep the problem under the rug than to find a real solution. But if customers have the choice to go elsewhere, companies do well to keep them satisfied. Lessons from United Airlines For a... View Details
Keywords: by Benjamin G. Edelman; Food & Beverage; Air Transportation; Retail; Service
  • 25 Mar 2013
  • Research & Ideas

How Chapter 11 Saved the US Economy

It's no surprise that Harvard Business School professor Stuart C. Gilson gave an enthusiastic thumbs-up to the recently announced $11 billion US Airways/American Airlines merger. The deal, which came after American's parent company, AMR... View Details
Keywords: by Kim Girard; Financial Services
  • 11 May 2015
  • Research & Ideas

A Road Map to Fix America’s Transportation Infrastructure

Any highway commuter who has wasted hours stuck in traffic can see the cracks in the United States' transportation system, as can any airline passenger who has been stranded overnight in an airport. Yet while many agree that the need for infrastructure change is... View Details
Keywords: by Dina Gerdeman; Transportation
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