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  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

    Emily Truelove

    Emily Truelove is an Assistant Professor of Business Administration in the Organizational Behavior Unit at Harvard Business School. She teaches LEAD in the MBA program. She also teaches in executive education programs, including Leadership for Senior Executives,... View Details

      John T. Gourville

      John Gourville is the Albert J. Weatherhead, Jr. Professor of Business Administration at the Harvard Business School.  He joined the HBS Marketing Unit in 1995 after receiving his Ph.D. at the University of Chicago in marketing and behavioral research.  His most... View Details

      Keywords: agribusiness; biotechnology; consumer products; health care; high technology; medical supplies; pharmaceuticals; retailing
      • 02 Sep 2015
      • What Do You Think?

      What's Wrong With Amazon’s Low-Retention HR Strategy?

      service for customers and long-term profits to patient investors but disappointment for some people who have gone to work there.  (In parlance that my co-authors and I used in a recent book that discusses Amazon, it still falls short of... View Details
      Keywords: by James Heskett; Web Services; Retail; Apparel & Accessories; Consumer Products; Fashion
      • November 2000 (Revised May 2002)
      • Case

      FleetBoston Financial: Online Banking

      By: Frances X. Frei and Hanna Rodriguez-Farrar
      As the ninth largest bank holding company in the United States in 2000, FleetBoston Financial Corp. provided a myriad of financial services, including retail banking, loan origination, and brokerage accounts. This case explores how FleetBoston responded to the Internet... View Details
      Keywords: Business Model; Borrowing and Debt; Cost Management; Banks and Banking; Consumer Behavior; Service Operations; Competition; Online Technology; Banking Industry; United States
      Related
      • August 1995
      • Case

      Air Products and Chemicals, Inc.: IT Organization and Architecture Challenges

      By: Richard L. Nolan
      Presents the outcome of Air Products ICON decentralization projects. New issues are explored, including the challenges of having a decentralized MIS staff, global network, client/server architecture, new data center issues, outsourcing, a new highly strategic customer... View Details
      Keywords: Information Technology; Information Infrastructure; Applications and Software; Organizational Design; Problems and Challenges
      Related
      • January 2015 (Revised July 2019)
      • Case

      CVS Health: Promoting Drug Adherence

      By: Leslie John, John Quelch and Robert Huckman
      Email mking@hbs.edu for a courtesy copy.

      The case describes a program that CVS Health recently implemented to improve medication adherence, an important problem from a societal, public policy, and firm... View Details
      Keywords: Medication Adherence; Affordable Care Act (ACA); Marketing Strategy; Communication Strategy; Customer Value and Value Chain; Decisions; Health Care and Treatment; Goals and Objectives; Resource Allocation; Marketing Communications; Consumer Behavior; Measurement and Metrics; Service Delivery; Behavior; Motivation and Incentives; Social Issues; Information Technology; Value Creation; Health Industry; Pharmaceutical Industry; Insurance Industry; Public Relations Industry; Retail Industry; United States
      Related
      • August 2014
      • Case

      Opening the Valve: From Software to Hardware (A)

      By: Ethan Bernstein, Francesca Gino and Bradley Staats
      Valve, one of the world's top video game software companies, has also become an iconic example of an organization with virtually no hierarchy. A 400-person organization, Valve's unique organizational form (described in detail in the case and accompanying employee... View Details
      Keywords: Valve; Self-Managed Organizations; Organization Design; Strategy; Flat Organization; Video Games; Organization Alignment; Family Business; Steam; Steam Machine; Design; Games, Gaming, and Gambling; Human Resources; Collaborative Innovation and Invention; Technological Innovation; Leadership Style; Management Practices and Processes; Organizational Design; Organizational Structure; Organizational Culture; Organizational Change and Adaptation; Groups and Teams; Alignment; Software; Hardware; Video Game Industry; Seattle
      Related
      • Sep 2017
      • Report

      Why Competition in the Politics Industry is Failing America

      At a time of high dissatisfaction and distrust with the U.S. political system, Michael E. Porter and co-author Katherine M. Gehl use the lens of industry competition to determine why politics in America fails to deliver results for the average American. Applying the... View Details

        Anthony Mayo

        Tony Mayo is the Thomas S. Murphy Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the Organizational Behavior Unit of Harvard Business School (HBS).  He currently teaches and serves as the course head for... View Details

        Keywords: advertising; airline; education industry; nonprofit industry; publishing industry; service industry
        • 10 Jan 2024
        • Research & Ideas

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

        brought along by the pandemic have ushered in changes to the informal customs around who gets tips and how much, according to Jill Avery, senior lecturer of business administration and the Christensen Distinguished Management Educator at... View Details
        Keywords: by Anna Lamb, Harvard Gazette
        • 2016
        • Working Paper

        The Impact of Patent Wars on Firm Strategy: Evidence from the Global Smartphone Market

        By: Feng Zhu
        Strategy scholars have documented in various empirical settings that firms seek and leverage stronger institutions to mitigate hazards and gain competitive advantage. In this paper, we argue that such “institution-seeking” behavior may not be confined to the pursuit of... View Details
        Keywords: Patent Wars; Patent Litigation; Intellectual Property (IP) Enforcement; Institutions; Smartphone; Patent Thicket; Digital Platforms; Patents; Lawsuits and Litigation; Globalized Markets and Industries; Business Strategy; Telecommunications Industry
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        • July 2025
        • Article

        On the Economic Origins of Concerns Over Women’s Chastity

        By: Anke Becker
        This paper studies the origins and function of customs and norms that intend to keep women from being promiscuous. Using large-scale survey data from more than 100 countries, I test the anthropological theory that a particular form of preindustrial... View Details
        Keywords: Infibulation; Female Sexuality; Paternity Uncertainty; Concern About Women's Chastity; Pastoralism; Economic Anthropology; History; Gender; Social Issues; Culture
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        • Article

        Integration of Online and Offline Channels in Retail: The Impact of Sharing Reliable Inventory Availability Information

        By: Santiago Gallino and Antonio Moreno
        Using a proprietary data set, we analyze the impact of the implementation of a “buy-online, pick-up-in-store” (BOPS) project. The implementation of this project is associated with a reduction in online sales and an increase in store sales and traffic. These results can... View Details
        Keywords: Retail Operations; Inventory Availability; Empirical Operations Management; Business Analytics; Online Retail; Ecommerce; Operations; Management; Distribution Channels; Consumer Behavior; E-commerce; Retail Industry
        Related
        • October 2023 (Revised May 2024)
        • Case

        Thermo Fisher Scientific: Foray into Contract Research

        By: Satish Tadikonda, William Marks and Kevin Emancipator
        After publicly declaring that they would not enter the contract research organization (CRO) business in 2017, Thermo Fisher purchased Pharmaceutical Product Development (PPD), one of the biggest players in the CRO space, in 2021. Much had changed in the intervening... View Details
        Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Corporate Strategy; Organizational Change and Adaptation; Biotechnology Industry
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        • 07 Jun 2004
        • Research & Ideas

        What Drives Supply Chain Behavior?

        To err is human, but most research on supply chain management doesn't take psychological, functional, incentive-related, and other biases into account. HBS professors Rogelio Oliva and Noel Watson have devised their latest research to learn how such View Details
        Keywords: by Sarah Jane Johnston
        • September 1992 (Revised July 1994)
        • Case

        MEM Company, Inc.: English Leather

        By: Frank V. Cespedes and Laura Goode
        In 1992, the president of MEM (a producer of personal care products, including men's fragrances) considered a redeployment of field sales efforts and changes in sales compensation policies. Any changes, moreover, must consider the context of strategic decisions... View Details
        Keywords: Change Management; Decision Choices and Conditions; Brands and Branding; Product Positioning; Consumer Behavior; Distribution Channels; Business Strategy; Consumer Products Industry
        Related
        • 28 Jul 2008
        • Research & Ideas

        Making the Decision to Franchise (or not)

        challenge of serving customers with different preferences and behaviors when that model is stretched across multiple markets." As a starting point in their research, the authors focused on the organizational... View Details
        Keywords: by Julia Hanna; Retail
        • January 2014 (Revised May 2014)
        • Case

        Tech Mahindra and the Acquisition of Satyam Computers (A)

        By: Srikant M. Datar, Anjali Raina and Namrata Arora
        Set in 2008, the case details Tech Mahindra, an information technology (IT) company within the Mahindra Group, an Indian multi-industry company with a diverse stable of businesses including automotives, farm equipment, and financial services, and its decision to... View Details
        Keywords: Acquisition; Corporate Governance; Computer Industry; India
        Related
        • August 2002 (Revised February 2005)
        • Case

        Gillette Company (D): Implementing Change

        By: Rosabeth M. Kanter
        How a strategic change agenda is implemented depends on leaders below the top in every function and geographic region translating the agenda into actions. But those actions do not always unfold as planned. This case examines the first 16 months of a turnaround from the... View Details
        Keywords: Business History; Competitive Strategy; Strategic Planning; Change Management; Organizational Design; Organizational Culture; Organizational Change and Adaptation; Behavior; Leading Change; Retail Industry
        Related