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  • Research Summary

Overview

By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
Keywords: Service Operations; Customer Satisfaction; Customer Retention; Customer Behavior; Operational Transparency; Customer Compatibility; Engagement; Customers; Decision Making; Design; Management; Operations; Quality; Relationships; Social Psychology; Technology; Value; Retail Industry; Retail Industry; Retail Industry; Retail Industry; Retail Industry; Retail Industry
  • January 2021 (Revised May 2021)
  • Case

Ocado Group: Ready for the Future

By: José B. Alvarez, Damien McLoughlin and Natalie Kindred
Keywords: Growth and Development; Innovation and Invention; Innovation and Management; Innovation Strategy; Innovation Leadership; Strategy; Disruption; Disruptive Innovation; Internet and the Web; Consumer Behavior; Crisis Management; Customer Value and Value Chain; Food and Beverage Industry; Food and Beverage Industry; Food and Beverage Industry; Food and Beverage Industry; Food and Beverage Industry; United Kingdom; United States; Europe
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  • 19 Jun 2007
  • First Look

First Look: June 19, 2007

Download the paper: http://www.hbs.edu/research/pdf/07-036.pdf   Cases & Course MaterialsAcademia Barilla Harvard Business School Case 507-001 Barilla, the world's largest pasta company, has introduced a new high-quality, high-priced product line that features a... View Details
Keywords: Martha Lagace
  • April 2025 (Revised June 2025)
  • Case

Governing Sustainability in a Shifting Context (A)

By: Lynn S. Paine and Will Hurwitz
In early 2025, boards of directors had to rethink corporate responsibility and sustainability efforts amid rapidly-shifting social, legal, regulatory, and economic forces. While just a few years earlier, calls to address racial justice and climate change reached into... View Details
Keywords: Climate Change; Corporate Governance; Diversity; Leadership; Business or Company Management; Mission and Purpose; Social Media; Race; Environmental Sustainability; Governing Rules, Regulations, and Reforms; Governing and Advisory Boards; Lawfulness; Lawsuits and Litigation; Measurement and Metrics; Corporate Social Responsibility and Impact; Business and Shareholder Relations; Social Issues; Retail Industry; Food and Beverage Industry; Banking Industry; United States
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  • 07 Feb 2017
  • First Look

First Look at New Research: February 7

brands and manufacturing network, he intends to reposition the company as a branded retailer of furniture and home fashions. Just as management is poised to implement a new strategy that involves a heavy investment in brand advertising, a... View Details
Keywords: Sean Silverthorne
  • 14 Aug 2018
  • First Look

First Look at New Research and Ideas, August 14, 2018

Armarium would need to charge for its one-of-a-kind pieces with retail values that could reach as high as $15,000. The two founders faced significant scaling challenges, from how to establish guardrails around curation of the collection... View Details
Keywords: by Sean Silverthorne
  • 26 Jul 2011
  • First Look

First Look: July 26

different sources (e.g., food versus fire safety). Up Close and Personal: Developing Foundations for Leader Development through Personalization of Management Learning Authors:Gianpiero Petriglieri, Jack Wood, and Jennifer L. Petriglieri... View Details
Keywords: Sean Silverthorne
  • 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; Retail Industry; Retail Industry; Retail Industry; California
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  • 04 Apr 2019
  • Cold Call Podcast

Can Mark Zuckerberg Rebuild Trust in Facebook?

Brian Kenny: Here's a hypothetical for you. Imagine you're sitting at your favorite coffee shop when a teenager pulls up a chair and asks you to share a bunch of personal information. He wants to know your birthday, what kind of food you... View Details
Keywords: Re: Andi Wang
  • August 2024
  • Case

Lucky Ones Coffee: Employing People with Disabilities

By: Richard S. Ruback, Robin Greenwood, Joe Higgins, Matthew Preble and Dave Habeeb
Katie Holyfield and Taylor Matkins founded The Lucky Ones Coffee in 2017 with a mission to create jobs in Park City, Utah for people with intellectual and developmental disabilities. The company quickly earned strong support from the local community, and by early 2023... View Details
Keywords: Entrepreneurship; Selection and Staffing; Growth and Development Strategy; Mission and Purpose; Retail Industry; Retail Industry; Retail Industry; Retail Industry; Utah; United States
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  • 12 Feb 2019
  • First Look

New Research and Ideas, February 12, 2019

Devices: Challenges and Opportunities for U.S. Regulators and Innovators By: Gordon, William J., and Ariel Dora Stern Abstract— Software has become an increasingly important component of medical device technology. Through legislation like the 21st Century Cures Act as... View Details
Keywords: Dina Gerdeman
  • 22 May 2012
  • First Look

First Look: May 22

chicken and value-added chicken products in Pakistan. This position has been built through a strategy of vertical integration, product innovation, and branding. K&N's has also developed its own chain of retail "Chicken... View Details
Keywords: Sean Silverthorne
  • November 2024
  • Case

Innovation at Master Kong Beverages

By: David E. Bell and Shu Lin
Hong-Chen Wei (HBS MBA 2014), Chairman of KSF Beverage Holding Co., Ltd. (KSFB), was steering the company toward the premium segment with the launch of “InheriTea,” a premium, sugar-free tea product. Traditionally, KSFB’s flagship brand, Master Kong, catered to the... View Details
Keywords: Consumer Behavior; Trends; Behavior; Collaborative Innovation and Invention; Product Launch; Product Development; Segmentation; Organizational Culture; Product Positioning; Food and Beverage Industry; Food and Beverage Industry; Food and Beverage Industry; Food and Beverage Industry; Asia; China
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  • 31 Oct 2017
  • First Look

New Research and Ideas, October 31, 2017

heterogeneity in consumer sophistication could explain the prevalence and persistence of misconduct at such firms. Misconduct is concentrated at firms with retail customers and in counties with low education, elderly populations, and high... View Details
Keywords: by Sean Silverthorne
  • 08 Dec 2015
  • First Look

December 8, 2015

and two laboratory experiments in food service settings suggest that transparency that 1) allows customers to observe operational processes (process transparency) and 2) allows employees to observe customers (customer transparency) not... View Details
Keywords: Sean Silverthorne
  • 15 Dec 2015
  • First Look

December 15, 2015

and arts and culture management. Purchase this case: https://cb.hbsp.harvard.edu/cbmp/product/515701-HTM-ENG Harvard Business School Case 615-040 Unilever: Combatting Global Food Waste The global consumer goods company Unilever was on... View Details
Keywords: Carmen Nobel
  • 16 May 2017
  • First Look

First Look at New Ideas and Research, May 16

Performance By: Li, Shelley Xin, and Tatiana Sandino Abstract—Many service organizations empower frontline employees to experiment with different ways to meet diverse customer needs across different locations. We conducted a field experiment in a View Details
Keywords: Re: Multiple Faculty
  • 30 Jun 2015
  • First Look

First Look: June 30, 2015

working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=49300   Cases & Course Materials Harvard Business School Case 515-095 Evans Food In April 2014, Hector Guerra (GMP 16) was discussing his company's dilemma with his living... View Details
Keywords: Carmen Nobel
  • 04 Sep 2018
  • First Look

New Research and Ideas, September 4, 2018

the Largest Bank in the U.S.? When Jamie Dimon took over as CEO of JPMorgan Chase & Co. (JPMorgan Chase) in 2005, he reaffirmed the commitment to pursue a "universal bank" strategy—providing a full range of products and services to both View Details
Keywords: Dina Gerdeman
  • 05 Feb 2013
  • First Look

First Look: Feb. 5

KindredHarvard Business School Case 513-052 Patrick Coveney, CEO of Greencore, one of the top producers of private label prepared foods sold through UK grocery retailers, was assessing Greencore's growth options. Growth potential was... View Details
Keywords: Sean Silverthorne

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