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  • January 2005 (Revised June 2005)
  • Case

Zipcar: Influencing Customer Behavior

By: Frances X. Frei and Hanna Rodriguez-Farrar
At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who... View Details
Keywords: Information Technology; Governance Controls; Behavior; Service Delivery; Service Operations; Consumer Behavior; Leasing; Transportation Industry; Service Industry; United States
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  • Web

Credential of Leadership, Impact, and Management in Business | HBS Online

Guinea Eritrea Estonia Eswatini Ethiopia Falkland Islands (Malvinas) Faroe Islands Fiji Finland France French Guiana French Polynesia French Southern Territories Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada... View Details
  • 28 Sep 2020
  • Research & Ideas

How Leaders Can Navigate Politicized Conversations and Inspire Collaboration

Government; Hanne Collins, a PhD student at Harvard Business School; and Frances Chen, associate professor of psychology at the University of British Columbia. The paper was published in the September 2020 edition of the journal Science... View Details
Keywords: by Kristen Senz
  • June 2022 (Revised November 2022)
  • Case

Larry Miller

By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
Under the leadership of Larry Miller, chairman and former president of Nike’s Air Jordan brand, annual revenues for the Jordan brand soared from $150 million to over $4 billion. But for over 40 years, Miller guarded a secret. When he was younger, he spent nearly a... View Details
Keywords: Race; Ethnicity; Fairness; Values and Beliefs; Job Offer; Employment; Social Issues; Perspective; Personal Development and Career; Apparel and Accessories Industry; United States; Pennsylvania; Philadelphia; Portland; Oregon
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  • March 2023
  • Case

Mirakl: Growing The Marketplace Economy

By: Antonio Moreno, Santiago Gallino and Emilie Billaud
Mirakl provided the technology and seller network required for companies like Macy's, Best Buy, Walmart, Siemens, or Carrefour to simply design, launch, and administer a marketplace that included products from third-party sellers. What began as a basic business idea in... View Details
Keywords: Business Growth and Maturation; Business Startups; Transformation; Technological Innovation; Growth and Development Strategy; Internet and the Web; Technology Adoption; Sales; Information Technology Industry; Retail Industry; Web Services Industry; Europe; France; Paris; United States
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  • June 2011 (Revised May 2012)
  • Case

L'Oréal: Global Brand, Local Knowledge

By: Rebecca M. Henderson and Ryan Johnson
Worldwide, and in the U.S. marketplace in particular, the French cachet of L'Oréal was one of its most powerful marketing tools. However, with the opening up of emerging markets, L'Oréal had to cater to a diverse customer base: an aging population in the West, ethnic... View Details
Keywords: Globalization; Brands and Branding; Marketing Communications; Change Management; Sales; Emerging Markets; Segmentation; Innovation and Invention; Beauty and Cosmetics Industry; France; United States
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  • April 2021
  • Case

Zeynep Ton: The Good Jobs Strategy

By: Francesca Gino and Frances X. Frei
The link to this multimedia case should be provided to students in advance as preparation for classroom case discussion.

In Zeynop Ton’s 2014 book The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost... View Details
Keywords: Organizations; Selection and Staffing; Compensation and Benefits; Operations; Performance Effectiveness
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  • Web

Research - Race, Gender & Equity

Negotiation, Organizations & Markets 8 results Katherine B. Coffman Negotiation, Organizations & Markets 23 results Alexandra C. Feldberg Organizational Behavior 7 results Sara L. Fleiss Finance Frances X. Frei Technology and Operations... View Details
  • Web

Technology & Operations Management Awards & Honors - Faculty & Research

most influential management thinkers. Kris Johnson Ferreira : Recipient of a 2013 Graduate Student Award for Excellence in Engineering Systems Teaching Massachusetts Institute of Technology (MIT). Frances X. Frei : Received multiple HBS... View Details
  • 11 Apr 2024
  • News

Mission Control

because of the conversations with Peter D[iamandis] knew about the university in France in Strasbourg, and went into a master's program, which was just 12 months. And the program was set up (so) that you'd have to learn everything. You... View Details
  • 30 May 2023
  • News

Finding PRIDE

program tailored to this community. Professor Frances Frei, who was the first and only out tenured member of the faculty for 10 years, says it took her “five seconds” to agree to participate—then another five seconds to get Professor... View Details
Keywords: Colleges, Universities, and Professional Schools; Educational Services
  • 08 Feb 2000
  • Research & Ideas

Building Effective R&D Capabilities Abroad

England, Xerox realized in 1992 that the research culture in continental Western Europe was sufficiently different and complementary to Great Britain's to justify another site. Moreover, understanding the most advanced research in France... View Details
Keywords: by Walter Kuemmerle

    Arthur Schleifer

    Keywords: automotive; computer; consumer products; financial services; grocery; insurance industry; manufacturing; marketing industry; restaurant; retailing; software; tire; tobacco; wine
    • March 2024 (Revised May 2024)
    • Case

    Masterpiece for the Masses: The First Art Exchange ARTEX

    By: Lauren Cohen, Anastasiya Siroochenko (Siro) and Sophia Pan
    Yassir Benjelloun-Touimi, CEO of ARTEX, aspired to marry the world of art and finance. Hoping to promote transparent, fractionalized ownership of renowned artwork, the founder had spent years contemplating the birth of an art stock market. This exchange would allow... View Details
    Keywords: Trading; Art Market; Art Fair; Tokenization; Democratization; Exchange Traded Fund; Price Monitoring; Trends And Opportunities; Financial Liquidity; Financial Markets; Arts; Financial Strategy; Initial Public Offering; Investment Return; Technological Innovation; Business Model; Trends; Stocks; Assets; Diversification; Trade; Financial Services Industry; Fine Arts Industry; Paris; France
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    • October 2001 (Revised October 2017)
    • Case

    Store24 (A): Managing Employee Retention

    By: Frances X. Frei and Dennis Campbell
    Provides a retailing context in which employee retention strategies are explored through analyzing detailed store-level data. View Details
    Keywords: Retention; Management Analysis, Tools, and Techniques; Analytics and Data Science; Strategy; Mathematical Methods; Retail Industry
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    • Web

    Engagement - Christensen Center for Teaching & Learning

    Learning at the Extremes Frances Frei Professor Frei discusses how pushing students to make decisions and defend their positions creates an engaging environment for learning. Transcript Using a Vote to Engage the Class David Garvin... View Details
    • Web

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    • June 2022
    • Case

    Debbie Millman: Designing a Meaningful Life

    By: Francesca Gino, Frances X. Frei and Anne Morriss
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    • September 2001 (Revised August 2004)
    • Case

    Rapid Rewards at Southwest Airlines

    By: Frances X. Frei and Corey B. Hajim
    Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details
    Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry
    Related
    • 02 Dec 2010
    • What Do You Think?

    Making Right Choices: Art or Science?

    this way: Decisions on personal matters carry a greater weight of art; those that relate to work have more of science. Frances Pratt commented, "It is often the art that allows us to imagine that we are indeed making a controlled,... View Details
    Keywords: by Jim Heskett