Publications

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29 Nov 2010
HBS Case

United Breaks Guitars

Tweets are in the air we breathe. Most of us know that "friend" can also be a verb. Social media are part of the public discourse now, whether or not we're active users of them. A new case coauthored by HBS marketing professor John Deighton and research... View Details

Keywords: by Julia Hanna

December 2017 (Revised April 2018)
Case

The Children's Hospital of Philadelphia: Network Strategy 2016

By: Michael E. Porter, Thomas W. Feeley and Toyin J. Okanlawon

Children’s Hospital of Philadelphia (CHOP) began as a stand-alone hospital in the heart of downtown Philadelphia in 1855. By 2016 the CHOP Care Network stretched across Pennsylvania, New Jersey, and the New York metropolitan area, providing a wide range of services... View Details

Keywords: Communication; Health Care and Treatment; Service Delivery; Organizational Structure; Networks; Integration; Strategy; Health Industry; Philadelphia

10 Jan 2024
Research & Ideas

Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

Avery says. “Some of these are point-of-sale situations where we didn’t traditionally think about tipping 15 percent, such as counter service or delivery of our order after we ordered it on an app.” She... View Details

Keywords: by Anna Lamb, Harvard Gazette

October 2009 (Revised January 2010)
Case

The Joslin Diabetes Center

By: Michael E. Porter, Elizabeth Olmsted Teisberg and Scott Wallace

The Joslin Diabetes Center in Boston, Massachusetts is a leading center for diabetes care, clinician training, and research. The incidence of diabetes is rising precipitously worldwide, challenging quality of life with its complications and rapidly accelerating health... View Details

Keywords: Integration; Service Delivery; Medical Specialties; Health Care and Treatment; Outcome or Result; Corporate Finance; Health Industry; Boston

January 2017
Teaching Note

The Park Hotels: Revitalizing an Iconic Indian Brand

By: Jill Avery and Chekitan S. Dev

Priya Paul, chairwoman of The Park Hotels, an award-winning portfolio of thirteen boutique hotels scattered across India, was in the midst of a brand revitalization program. Landor Associates, a leading brand consultancy, had identified three areas of concern: the... View Details

Keywords: Brand Management; Brand Positioning; Brand Portfolio Strategy; Brand Architecture; Brand Repositioning; Target Market; Hospitality; Hotel Industry; Marketing; Brands and Branding; Marketing Strategy; Service Delivery; Service Industry; Service Industry; India; Asia

23 Aug 2016
First Look

August 23, 2016

Discretionary Task Ordering: Queue Management in Radiological Services By: Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats Abstract—A long line of research examines how best to schedule work to improve... View Details

Keywords: Sean Silverthorne

16 Jun 2020
Research & Ideas

Your Customers Have Changed. Here's How to Engage Them Again.

delivery and pickup options and provide incentives to customers to reward them using these options. Dunkin’ provides extra loyalty points to customers who pre-order on mobile apps. HBO made numerous shows available for free on its app to... View Details

Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Service; Service

26 Jun 2020
Research & Ideas

Why Japanese Businesses Are So Good at Surviving Crises

to do what must be done for the common good, including those on the front lines.” Yamato donates to rebuilding devastated areas Makoto Kigawa, CEO of Yamato—a home delivery service of everything from fresh... View Details

Keywords: by Dina Gerdeman

14 Aug 2014
Working Paper Summaries

The State of Small Business Lending: Credit Access During the Recovery and How Technology May Change the Game

Keywords: by Karen Mills & Brayden McCarthy; Financial Services; Financial Services

15 Jul 2013
Research & Ideas

Five Imperatives for Improving Health Care

innovation efforts traditionally have focused on new products such as drugs and devices, survey respondents ranked process improvements in care delivery as the most promising opportunity for improving the cost and quality of health care.... View Details

Keywords: by Carmen Nobel; Health

16 Jul 2020
Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

and delivery only and the prospects for returning to full employment by June 30 were dim given the constraints imposed by capacity caps. "I have no idea what to do with the PPP loan that I’ve been approved for; I’m not sure I will... View Details

Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage

25 Jun 2018
Research & Ideas

In America, Immigrants Really Do Get the Job Done

ferrantraite The Muslim ban. The Wall. Children separated from their parents at the Mexican border. The past two years have seen an aggressive push by the Trump administration against both legal and illegal immigration. But it’s not just the United States seeing a... View Details

Keywords: by Michael Blanding; Service; Service; Service

November 2011
Case

WrapItUp: Developing a New Compensation Plan

By: W. Earl Sasser Jr. and Rachel Shelton

A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details

Keywords: Empowerment; Middle Management; Human Resource Management; Compensation; Incentives; Motivation; Motivation and Incentives; Change Management; Business Growth and Maturation; Service Delivery; Entrepreneurship; Employees; Compensation and Benefits; Service Industry; Service Industry; Service Industry; California

07 Oct 2008
First Look

First Look: October 7, 2008

online grocer to address this question. In general, we find that as the delay between order completion and delivery increases, grocery customers spend less, order a higher percentage of "should" items (e.g., vegetables), and... View Details

Keywords: Martha Lagace

25 Mar 2019
Research & Ideas

The Secret Life of Supply Chains

research rethinks what academics and practitioners have simply called the supply chain—a loose federation of individual suppliers that feed companies with the goods and services necessary to create products for consumers and businesses.... View Details

Keywords: by Michael Blanding; Service; Service

February 2011 (Revised September 2013)
Case

Sound Group China: Urban Waste Entrepreneurs

By: John D. Macomber, Chad M. Carr and Fan Zhao

Private sector entrepreneur in China with advanced solid waste management capability competes with state owned enterprises and also government policies supporting a rival technology. Wen Yibo has used engineering expertise and political savvy to build a major privately... View Details

Keywords: Private Sector; Public Sector; Service Delivery; Business and Government Relations; Environmental Sustainability; Wastes and Waste Processing; Urban Development; Utilities Industry; China