Publications

February 2014 (Revised August 2014)
Case

The Michelin Restaurant Guide: Charting a New Course

By: Mukti Khaire, Elena Corsi and Jerome Lenhardt

Created in 1900 by the tire manufacturer Michelin, the Michelin Restaurant Guide was widely considered the international benchmark of food rating, and, by 2013, boasted paper editions in 23 countries, and had recently expanded to the United States and Asia. Paper sales... View Details

30 May 2019
What Do You Think?

Is There a Distinctive West Coast Style of Management?

this month’s column. Like some other trends, these are traveling from West to East. As Scocimara put it, “companies are adapting, and often the ones that are most threatened are adapting fastest. Retail is a great example.” What’s “the... View Details

Keywords: by James Heskett; Education

07 Jun 2016
First Look

June 7, 2016

Automated Text Analysis By: Mankad, Shawn, Hyunjeong "Spring" Han, Joel Goh, and Srinagesh Gavirneni Abstract—Customer reviews submitted at Internet travel portals are an important yet underexplored new resource in obtaining... View Details

Keywords: Sean Silverthorne

12 Sep 2011
Research & Ideas

The Untold Story of ‘Green’ Entrepreneurs

around, who would travel to inquire how they, too, could get connected. The Jacobs place stood out in daylight as well. Next to the house was a windmill several stories tall, designed and built by the brothers, topped with a three-bladed... View Details

Keywords: by Sean Silverthorne

16 May 2012
Research & Ideas

Can Decades of Military Overspending be Fixed?

37 states participate in the development and production program. The empty weight of the aircraft is 31,670 pounds and the wing area is 840 square feet. The aircraft has two engines generating 35,000 pounds of thrust, enabling the F-22 to View Details

Keywords: by J. Ronald Fox; Service

12 Jul 2004
Research & Ideas

Michael Porter’s Prescription For the High Cost of Health Care

outcomes. They would help subscribers to know when and where it is appropriate to travel outside of their immediate areas for quality care. (Some payers have begun to post information about treatments and providers on their Web sites, but... View Details

Keywords: by Michael E. Porter; Health

20 Mar 2012
First Look

First Look: March 20

Group's other 18 watch brands? Purchase this case:http://cb.hbsp.harvard.edu/cb/product/512052-PDF-ENG Ctrip: Scientifically Managing Travel Services David A. Garvin and Nancy Hua DaiHarvard Business School Case 312-092 Ctrip is a $437... View Details

Keywords: Sean Silverthorne

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last-minute change in travel plans in contrast to the sulky server at an expensive restaurant who... View Details

Keywords: by Jim Aisner; Retail

10 Feb 2003
Research & Ideas

Women at Work

scale back on travel and her hectic work schedule after coming back from parental leave. They responded by changing her job to one that did not require travel. "It was the worst job of my career," she said. "I hated that... View Details

Keywords: by Wendy Guild

08 Jun 2009
Research & Ideas

The Return of the Salesman

Durable" (by Howell J. Harris) "Suchard and the Emergence of Traveling Salesmen in Switzerland, 1860-1920" (by Roman Rossfeld) "Managing Door-to-Door Sales of Vacuum Cleaners in Interwar Britain" (by Peter Scott) "Ambassadors of Commerce:... View Details

Keywords: by Sean Silverthorne; Retail

16 Oct 2006
Research & Ideas

Report from China: The New Entrepreneurs

Travel Dates: June 11-18 Travel Party: Fifteen people, including nine faculty members. Locations: The cities of Beijing, Hangzhou, and Shanghai. Companies and institutions visited include Tsinghua Science... View Details

Keywords: by Sean Silverthorne

07 Jan 2009
What Do You Think?

Is the World Really Flat?

travel easily and at relatively low cost, but that (3) as one progresses from high-level to ground-level products and services and from high-level to ground-level know-how, ideas travel less easily. The work... View Details

Keywords: by Jim Heskett

09 Jan 2014
Research & Ideas

Excerpt: ’Fortune Tellers’

predictions. Some forecasters built sales forces to travel from office to office in lower Manhattan or in Boston and Chicago. Others sent their representatives to Rotary Clubs and churches in smaller cities and towns to give lectures.... View Details

Keywords: by Walter A. Friedman

August 2016 (Revised July 2017)
Case

Singapore Airlines: Premium Goes Multi-Brand

By: Rohit Deshpande and Dawn H. Lau

Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of competition, from the rapid growth of Southeast Asian low-cost carriers on the one hand, to the expansion of premium... View Details

Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Travel Industry; Travel Industry; Singapore

2015
Government Testimony

Price Coherence in Online Platforms — Impact and Responses

By: Benjamin Edelman and Julian Wright

We examine the role of price coherence in shaping market structure and offer policy recommendations to advance both efficiency and equity. View Details

Keywords: Price Coherence; Price Parity; MFN; Distribution Channels; Market Design; Travel Industry; Travel Industry

Read Now

December 2008 (Revised July 2010)
Case

TravelCenters of America

By: Robin Greenwood, Daniel Jacob Goldberg and James Quinn

A New York-based hedge fund must decide whether to invest in TravelCenters of America (TA), a recent spin-off from a U.S.-based real estate investment trust. The case confronts students with the question: To what extent is this spin-off opportunity attractive from a... View Details

Keywords: Mergers and Acquisitions; Investment; Valuation; Travel Industry; Travel Industry; United States

February 2000 (Revised August 2000)
Case

Priceline.com: Name Your Own Price

By: Robert J. Dolan

Priceline.com is a new concept shifting the setting of price from sellers to buyers. The company aspires to use its patented process of advertising units of demand at named prices to suppliers in many categories. This case focuses on its initial use in the airline... View Details

Keywords: Price; Internet and the Web; Marketing; Emerging Markets; Travel Industry; Travel Industry; United States