Publications

20 Dec 2018
Cold Call Podcast

Using Fintech to Disrupt Eastern Bank from Within

Keywords: Banking; Financial Services

February 2010
Teaching Note

The Cleveland Clinic: Growth Strategy 2008 (TN)

By: Michael E. Porter, Elizabeth O. Teisberg, Jennifer F Baron and Carolyn Daly

Teaching Note for 709473. View Details

Keywords: Health Care and Treatment; Value; Restructuring; Groups and Teams; System; Transformation; Expansion; Integration; Alignment; Goals and Objectives; Leading Change; Customer Focus and Relationships; Health Industry; Cleveland; United States; Abu Dhabi; Canada

October 1996 (Revised April 1997)
Case

Tweeter etc.

By: John T. Gourville and George Wu

In the early 1990s, Tweeter etc., a small regional retailer of higher-end audio and video equipment, faced increasing competitive pricing pressures from several large regional and national consumer electronics chains. In response, in 1993, they introduced "Automatic... View Details

Keywords: Advertising; Customer Focus and Relationships; Price; Market Entry and Exit; Supply Chain Management; Competition; Electronics Industry; Retail Industry

Article

Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior

By: Doug Bowman and Das Narayandas

Keywords: Management; Customers; Contracts; Production; Behavior

Find at Harvard

2006
Chapter

Products, Customers, and Front-Line Employees

By: Jay W. Lorsch

Keywords: Product; Customers; Employees; Interpersonal Communication

December 2002 (Revised October 2006)
Case

Tesco Plc.

By: David E. Bell

Tesco, a supermarket chain, has been transformed from a third-rate retailer to a global leader in the past ten years. This case describes how that was accomplished. Interviews with Tesco employees explain the company's approach to understanding customers, motivating... View Details

Keywords: History; Motivation and Incentives; Leadership; Internet and the Web; Supply Chain Management; Global Strategy; Globalization; Customer Focus and Relationships; Business Strategy; Retail Industry

01 Jan 2003
News

James E. Burke, MBA 1949

as it overcame the Tylenol tragedy to take its place as the country's dominant brand in health-care products. "A company credo that put customers first and shareholders last ultimately benefited both groups," he says. Jim Burke was among... View Details

10 Mar 2015
Research & Ideas

The Surprising Winners and Losers in the Retail Revolution

brick and clicks are Home Depot and Pet Smart. What did Home Depot do right? Rajiv Lal: Home Depot thought about the challenges facing their business very strategically. They've gone category by category and asked: What is the best way to service the View Details

Keywords: by Sean Silverthorne; Retail

22 Feb 2010
Op-Ed

Tragedy at Toyota: How Not to Lead in Crisis

mid-1980s, Johnson & Johnson CEO Jim Burke understood his company credo challenged him to put the needs of customers first. Although J&J was not responsible for these problems, Burke nevertheless recalled every Tylenol product... View Details

Keywords: by William George; Auto

25 Feb 2020
News

Case Study: The Credit Bureau

young professionals) select pieces from curated collections on the company’s website—think Scandinavian, mid-century modern, or industrial looks. Within a week, a white-glove team delivers preassembled pieces and arranges the room. When the lease is up, the View Details

Keywords: Jen McFarland Flint; Real Estate

May 2007
Case

Westin Hotels and Resorts: Operations of a Lifestyle Experience

By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock

Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details

Keywords: Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry

March 2024
Case

Unintended Consequences of Algorithmic Personalization

By: Eva Ascarza and Ayelet Israeli

“Unintended Consequences of Algorithmic Personalization” (HBS No. 524-052) investigates algorithmic bias in marketing through four case studies featuring Apple, Uber, Facebook, and Amazon. Each study presents scenarios where these companies faced public criticism for... View Details

Keywords: Race; Gender; Marketing; Diversity; Customer Relationship Management; Prejudice and Bias; Customization and Personalization; Technology Industry; Retail Industry; United States