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July–August 2021
Article

Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government

By: Ryan W. Buell, Ethan Porter and Michael I. Norton

Problem definition: As trust in government reaches historic lows, frustration with government performance approaches record highs. Academic/practical relevance: We propose that in co-productive settings like government services, peoples’ trust and... View Details

Keywords: Government Services; Behavioral Operations; Operational Transparency; Government Administration; Service Operations; Programs; Perception; Attitudes; Behavior; Trust

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November 2015 (Revised February 2016)
Supplement

Allianz Turkey: Focus on the Customer (B)

By: W. Earl Sasser and Gamze Yucaoglu

At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details

Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey

2021
Article

Masked and Distanced: A Qualitative Study of How Personal Protective Equipment and Distancing Affect Teamwork in Emergency Care

By: Tuna Cem Hayirli, Nicholas Stark, Aditi Bhanja, James Hardy, Christopher Peabody and Michaela J. Kerrissey

Background: Newly intensified use of personal protective equipment (PPE) in emergency departments presents teamwork challenges affecting the quality and safety of care at the frontlines.
Objective: We conducted a qualitative study to categorize and... View Details

Keywords: COVID-19; Teamwork; Emergency Service; Hospital; Quality Of Health Care; Health Pandemics; Health Care and Treatment; Quality; Groups and Teams; Communication

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April 2011 (Revised September 2011)
Case

BlackRock Solutions

By: Kenneth A. Froot and Scott Waggoner

The BlackRock Solutions case examines the different functions and economics of a global asset manager's value chain, with particular emphasis on the "money management" and the "investment systems platform" businesses. Students analyze why BlackRock decided to unbundle... View Details

Keywords: Investment Management; Strategic Vision; Organizational Behavior; Economies Of Scale And Scope; Unbundling Of Services; Strategic Planning; Risk Management; Financial Management; Asset Management; Competitive Advantage; Value; Corporate Strategy; Organizational Culture; Investment; Financial Strategy

January 2021 (Revised March 2022)
Case

Arçelik: From a Dealer Network to an Omnichannel Experience

By: Ayelet Israeli and Fares Khrais

Arçelik Turkey, the country’s market leader in household appliances, was at an omnichannel crossroads in January 2020. Arçelik was a B2B player utilizing a dealership network with an umbrella of brands and had one of the largest brick-and-mortar store networks in... View Details

November 2016 (Revised October 2018)
Case

IguanaFix

By: Frank V. Cespedes, Thomas R. Eisenmann, Maria Fernanda Miguel and Laura Urdapilleta

IguanaFix is a rapidly scaling Latin American startup that provides an online platform connecting consumers with home improvement contractors. The founders have acquired customers through both B2C and B2B methods. But in seeking to grow and scale the business, they now... View Details

Keywords: Entrepreneurial Marketing; Home Improvement Services; Marketing Management; Scaling; Entrepreneurship; Marketing; Sales; Online Advertising; Latin America

November–December 2020
Article

Rethinking the On-Demand Workforce

By: Joseph B. Fuller, Manjari Raman, Allison Bailey and Nithya Vaduganathan

As companies struggle with chronic skills shortages and changing labor demographics, a new generation of talent platforms, offering on-demand access to highly trained workers, has begun to help. These platforms include marketplaces for premium expertise (such as Toptal... View Details

Keywords: Talent Acquisition; Platforms; Skilled Labor Recruitment; Gig Economy; Talent and Talent Management; Selection and Staffing; Internet and the Web; Strategy; Digital Platforms

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2024
Article

Crucibles, Multiple Sensitive Periods, and Career Progression

By: Prithwiraj Choudhury, Sunasir Dutta, Hise O. Gibson and Eric Lin

We study the effects of crucible experiences along multiple sensitive periods on career progression. While prior literature has hinted that individuals can be imprinted during multiple sensitive periods, not just during the early career, there has been scant attention... View Details

Keywords: Military Service; Personal Development and Career; Transformation; Power and Influence; Learning; Human Capital

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29 Oct 2012
Research & Ideas

Are You Paying a Tip--or a Bribe?

the offer would bring about better service in the future. Canadians viewed tipping more as a reward for a service... View Details

Keywords: by Dina Gerdeman

August 2021 (Revised March 2022)
Case

Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences

By: Jill Avery and Rayan Nahas

Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales... View Details

2021
Working Paper

The Value of Data and Its Impact on Competition

By: Marco Iansiti

Common regulatory perspective on the relationship between data, value, and competition in online platforms has increasingly centered on the volume of data accumulated by incumbent firms. This view posits the existence of "data network effects," where more data leads to... View Details

Keywords: Online Platforms; Data Network Effects; Analytics and Data Science; Value; Competition; Digital Platforms

November 2001
Case

Charles Schwab Corp.: Introducing A New Brand

By: Rajiv Lal and David Kiron

As the financial services industry converges, how should Charles Schwab, widely known as a discount brokerage firm, position its brand? This case presents elements of the company's overall brand strategy--including brand assets, choice of target audience, and media... View Details

Keywords: Growth and Development Strategy; Brands and Branding; Marketing Strategy; Financial Services Industry

October 2006 (Revised January 2008)
Case

Allianz AG: Becoming a European Company

By: Jay W. Lorsch and Alexis Chernak

Focuses on the decision made by leadership at Allianz AG, the German insurance and financial services company, to complete a cross-border merger with the Italian insurance and financial services company, RAS. Allianz, however, could not complete the cross-border merger... View Details

Keywords: Mergers and Acquisitions; Business Organization; Decision Choices and Conditions; Cross-Cultural and Cross-Border Issues; Governing and Advisory Boards; Laws and Statutes; European Union; Germany; Italy

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September 2014 (Revised June 2016)
Case

edX: Strategies for Higher Education

By: David Collis, Matthew Shaffer and Ashley Hartman

In May 2012, Harvard University and the Massachusetts Institute of Technology (MIT) founded edX, a new non-profit joint venture that would provide a platform for massive open online courses (MOOCs). edX did not produce original courses or instructional content—it made... View Details

Keywords: MOOCS; edX; Online Platforms; Online Education; Harvard University; MIT; Execution; Monetization; Brand Management; Higher Education; Information Technology; Strategy; Disruptive Innovation; Digital Platforms; Education Industry

June 2002 (Revised September 2005)
Case

Online Music Distribution in a Post-Napster World

By: Youngme E. Moon

Provides a description of the rise and decline of Napster, the free Internet music-swapping service. Also describes second-generation peer-to-peer services (e.g., Gnutella) as well as paid subscription services (e.g., MusicNet, pressplay). View Details

Keywords: Distribution; Internet and the Web; Price; Marketing Channels; Service Operations; Music Industry

May 2016 (Revised March 2020)
Case

Fasten: Challenging Uber and Lyft with a New Business Model

By: Feng Zhu and Angela Acocella

Fasten, a new ridesharing start-up in Boston, entered the scene in September 2015 hoping its unique vision of transparency for both driver and passenger and strategy to keep riders' fares low and charge drivers a flat $0.99 fee per ride as opposed to the 20-30%... View Details

Keywords: Information Technology; Transportation; Business Startups; Business Model; Transportation Industry; Boston

June 2012 (Revised March 2014)
Case

I Paid a Bribe (Dot) Com

By: Karthik Ramanna and Rachna Tahilyani

Anti-corruption web platform "ipaidabribe.com" leverages the transparency and anonymity of the Internet to encourage private citizens in India who have been the victims of corruption to self-report details of bribes paid, including the bribe amount, the name of the... View Details

Keywords: Crime and Corruption; Internet and the Web; Ethics; Service Industry; India

2015
Working Paper

Markets with Price Coherence

By: Benjamin Edelman and Julian Wright

In markets with price coherence, the purchase of a given good via an intermediary is constrained to occur at the same price as a purchase of that same good directly from the seller (or through another competing intermediary). We examine ten markets with price... View Details

Keywords: Intermediaries; Platforms; Two-Sided Markets; Vertical Restraints; Price; Distribution Channels; Business History; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry

April 2015 (Revised December 2015)
Case

Resuscitating Monitter

By: Benjamin Edelman and Wei Sun

After a Twitter API change and policy change block his fledgling startup, solo entrepreneur Alex Holt evaluates his options. Should he double-down with a major investment in new servers, rewriting his app from scratch, and charging users for a service that he had... View Details

Keywords: Platform Strategy; Envelopment; Dependence; Social Media; Business Strategy; Vertical Integration; Information Technology; Digital Platforms; Advertising Industry; Information Technology Industry; Australia

January 2019 (Revised March 2021)
Case

SoundCloud: Subscription Streaming?

By: Ashish Nanda, Eric Van den Steen, Andy Wu, Jeffrey Boyar and Bonnie Bennett Slater

Established in 2007, SoundCloud already boasted the second largest number of active music listeners among all streaming services and was recognized as the go-to platform for new artists by early 2014. Yet, its founders were questioning the robustness of the firm’s... View Details

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