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Show Results For
- All HBS Web
(6,271)
- People (3)
- News (1,338)
- Research (4,182)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,915)
- September 1990 (Revised April 1993)
- Case
R.J. Reynolds Tobacco Co.
By: William J. Bruns Jr.
Following the company's purchase as a part of a leveraged buyout, the new management team of R.J. Reynolds Tobacco Co. had to decide what to do about the build-up of excess inventory of its independent wholesale customers. The case introduces students to the problems... View Details
Keywords: Activity Based Costing and Management; Customer Satisfaction; Business or Company Management; Business Growth and Maturation; Consumer Products Industry
Bruns, William J., Jr. "R.J. Reynolds Tobacco Co." Harvard Business School Case 191-038, September 1990. (Revised April 1993.)
- June 2024 (Revised August 2024)
- Case
Hospital for Special Surgery: Returning to a New Normal? (A)
By: Robert S. Huckman, Michael Lingzhi Li and Camille Gregory
Early on the morning of April 27, 2020, Justin Oppenheimer stood outside the entrance to the lobby of the Hospital for Special Surgery (HSS) Pavilion Building with mixed emotions. On one hand, Oppenheimer, HSS’ Enterprise Chief Operating Officer and Chief Strategy... View Details
Keywords: Operations Management; Scheduling; Optimization; COVID-19; Health Care and Treatment; Operations; Customer Focus and Relationships; Disruption; Health Industry; United States
Huckman, Robert S., Michael Lingzhi Li, and Camille Gregory. "Hospital for Special Surgery: Returning to a New Normal? (A)." Harvard Business School Case 624-092, June 2024. (Revised August 2024.)
- November 2003 (Revised August 2005)
- Case
First Commonwealth Financial Corporation
By: Robert S. Kaplan
First Commonwealth Financial Corp., a financial institution in central and southwestern Pennsylvania, implemented the Balanced Scorecard for describing and implementing its new customer-focused strategy. Its founder and chairman decided that the Balanced Scorecard also... View Details
Keywords: Balanced Scorecard; Corporate Strategy; Customers; Corporate Governance; Governing and Advisory Boards; Customer Relationship Management; Executive Compensation; Financial Services Industry; Banking Industry; Pennsylvania
Kaplan, Robert S. "First Commonwealth Financial Corporation." Harvard Business School Case 104-042, November 2003. (Revised August 2005.)
- 20 Oct 2015
- Working Paper Summaries
Internalizing Global Value Chains: A Firm-Level Analysis
- spring/summer 1984
- Article
Children as Consumers: An Ethical Evaluation of Children's Television Advertising
By: L. S. Paine
Paine, L. S. "Children as Consumers: An Ethical Evaluation of Children's Television Advertising." Business & Professional Ethics Journal 3, nos. 3/4 (spring/summer 1984): 119–145. (Reprinted in Business Ethics, edited by Thomas White. New York: MacMillan Publishing Company, 1993; Revised as "Children as Consumers: The Ethics of Children's Television Advertising." In Ethics in Marketing, edited by J. Quelch and C. Smith, 672-686. Burr Ridge, Ill: Richard D. Irwin, 1993.)
- December 1989
- Case
Giant Effort to Inform Consumers
By: Stephen A. Greyser and Norman Klein
Greyser, Stephen A., and Norman Klein. "Giant Effort to Inform Consumers." Harvard Business School Case 590-068, December 1989.
- 2004
- Book
Consumer-Driven Health Care: Implications for Providers, Payers, and Policymakers
Herzlinger, Regina E. Consumer-Driven Health Care: Implications for Providers, Payers, and Policymakers. San Francisco: Jossey-Bass, 2004.
- July 2014 (Revised December 2016)
- Case
EcoMotors International
By: John D. Macomber and Hermes Alvarez
Eco-Motors, funded in part by Khosla Ventures, has to decide how to go to market with a new technology for internal combustion engines for automotive and industrial use. The OPOC engine has opposed pistons and is a two-stroke engine, as compared to a more traditional... View Details
Keywords: Technological Innovation; Business Model; Customer Value and Value Chain; Engineering; Manufacturing Industry; Green Technology Industry; Auto Industry
Macomber, John D., and Hermes Alvarez. "EcoMotors International." Harvard Business School Case 215-012, July 2014. (Revised December 2016.)
- January 2000
- Case
The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case
By: Jill Avery and Gerald Zaltman
An in-depth study of consumers' thoughts and feelings about a branded candy bar. View Details
Keywords: Brand Management; Brand Equity; Brand Communication; Brand ＆ Product Management; Brand Building; Brand Positioning; Brand Storytelling; Brand Strategy; Brand Value; Branding; Marketing; Advertising; Customer Satisfaction; Brands and Branding; Consumer Behavior; Food and Beverage Industry; Consumer Products Industry
Avery, Jill, and Gerald Zaltman. "The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case." Harvard Business School Case 500-083, January 2000.
- March 2011 (Revised March 2021)
- Teaching Note
Terror at the Taj Bombay: Customer-Centric Leadership
By: Rohit Deshpande
Teaching Note for 511703. View Details
- June 2009
- Teaching Note
Online Restaurant Promotions
By: Benjamin Edelman
Teaching Note for [909034]. View Details
- May 2002 (Revised May 2002)
- Case
Tim Blanchard at Jones Mendel & Co.
By: John J. Gabarro
Tim Blanchard struggles to balance all the demands facing him as a partner of a consulting firm. He must decide how to serve clients, mentor his people, provide strategy and direction to the high-tech group, and spend time with family. A rewritten version of an earlier... View Details
Keywords: Customer Focus and Relationships; Managerial Roles; Work-Life Balance; Consulting Industry
Gabarro, John J. "Tim Blanchard at Jones Mendel & Co." Harvard Business School Case 402-052, May 2002. (Revised May 2002.)
- June 2012
- Case
Buro Happold (Abridged)
By: Robert G. Eccles and Ryan Johnson
In 1996, Ted Happold, the founder of the engineering services firm Buro Happold, passed away, and Padraic Kelly became the firm's new managing director (MD). One of his first initiatives was "Aim for Growth," which was intended to help the firm grow beyond its current... View Details
Keywords: Learning And Development; Managing Growth; Organizational Design; Diversification; Client Management; Leadership Skills; Entrepreneurship; Growth and Development Strategy; Leadership Development; Management Skills; Training; Programs; Customer Relationship Management
Eccles, Robert G., and Ryan Johnson. "Buro Happold (Abridged)." Harvard Business School Case 412-123, June 2012.
- November 2009 (Revised March 2013)
- Case
Miles Everson at PricewaterhouseCoopers
By: Robert G. Eccles and David Lane
Miles Everson, a partner at PricewaterhouseCoopers (PwC), is the Global Engagement Partner (GEP) for a large U.S. financial institution and about to take over this role for a much larger global financial institution. The GEP role is a critical one at PwC. GEPs have... View Details
Keywords: Experience and Expertise; Customer Relationship Management; Globalized Firms and Management; Managerial Roles; Consulting Industry
Eccles, Robert G., and David Lane. "Miles Everson at PricewaterhouseCoopers." Harvard Business School Case 410-062, November 2009. (Revised March 2013.)
- 1998
- Case
Precision Pricing for Profit in the New World Order
Shapiro, Benson P. "Precision Pricing for Profit in the New World Order." 1998. (Note #9-999-003.)
- February 2016 (Revised August 2016)
- Case
Chilli Beans: Peace, Love, and Sunglasses
By: José B. Alvarez, Robert Mackalski and Andrew Otazo
This case illustrates how Chilli Beans became the most popular sunglasses retailer in Brazil and the issues it faced when expanding into the United States. View Details
Keywords: Sunglasses; Brazil; Sao Paulo; Chilli Beans; Watches; Fast Fashion; Supply Chain; Retail; Franchise; International Expansion; Culture; Middle Class; Fashion; Corporate Entrepreneurship; Global Strategy; Customer Focus and Relationships; Customer Value and Value Chain; Design; Economic Growth; Economic Slowdown and Stagnation; Goods and Commodities; Leadership; Marketing; Operations; Apparel and Accessories Industry; Fashion Industry; Manufacturing Industry; Brazil; China
Alvarez, José B., Robert Mackalski, and Andrew Otazo. "Chilli Beans: Peace, Love, and Sunglasses." Harvard Business School Case 516-020, February 2016. (Revised August 2016.)
- May 2013 (Revised May 2014)
- Case
Innovation at the Boston Consulting Group
By: Robert G. Eccles, Das Narayandas and Penelope Rossano
This case is about how the Boston Consulting Group has approached innovation from its founding to the present day. It discusses the role of the firm's talent market and client market in developing these innovations. View Details
Keywords: Innovation; Strategy Consulting; Professional Service Firm; Knowledge Management; Client Management; Product Development; Leadership; Customer Focus and Relationships; Customer Value and Value Chain; Independent Innovation and Invention; Innovation and Management; Innovation Leadership; Innovation Strategy; Value Creation; Consulting Industry
Eccles, Robert G., Das Narayandas, and Penelope Rossano. "Innovation at the Boston Consulting Group." Harvard Business School Case 313-137, May 2013. (Revised May 2014.)
- May 1982 (Revised April 1984)
- Case
Consolidated Foods Corp. (A)
Top management at Consolidated Foods was concerned about consumer complaints and threatened boycotts, some relating to television and print ad content and others relating to sponsorship of television programs thought to portray excessive sex or violence. Describes the... View Details
Goodpaster, Kenneth E. "Consolidated Foods Corp. (A)." Harvard Business School Case 382-158, May 1982. (Revised April 1984.)
- June 2021
- Case
Acelero Learning
By: Mario Small, Kathleen L. McGinn, Amy Klopfenstein and Katherine Chen
In November 2020, Henry Wilde, co-founder and CEO of Acelero, Inc., must decide whether to change his company’s program model for delivering early childhood education to low-income children. One of the only for-profit Head Start providers in the United States, Acelero... View Details
Keywords: Early Childhood Education; Organizational Change and Adaptation; Growth and Development Strategy; Adoption; Customer Focus and Relationships; Operations; Education Industry; North and Central America; United States
Small, Mario, Kathleen L. McGinn, Amy Klopfenstein, and Katherine Chen. "Acelero Learning." Harvard Business School Case 921-029, June 2021.
- September 2020 (Revised June 2021)
- Case
Gong: Resonating Conversational Insights
By: Alison Wood Brooks and Trevor Spelman
In 2015, Amit Bendov was struck by a realization about a new technology that might be able to transcribe musical notation in real-time, which eventually became known as Gong. Gong’s business proposition was simple: provide software that automatically captures,... View Details
Keywords: Applications and Software; Technological Innovation; Communication; Performance Effectiveness; Sales; Customer Satisfaction; Competitive Strategy
Brooks, Alison Wood, and Trevor Spelman. "Gong: Resonating Conversational Insights." Harvard Business School Case 921-015, September 2020. (Revised June 2021.)