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Show Results For
- All HBS Web
(57)
- News (21)
- Research (26)
- Multimedia (1)
- Faculty Publications (7)
- 20 Dec 2017
- Lessons from the Classroom
How to Design a Better Customer Experience
about meeting customer expectations, providing value, or generating good functionality. Instead, they are more often about encountering an unexpected problem: A consumer heads to an Apple store with a broken iPhone. An airline customer... View Details
- Web
HBS - The year in Review
students. Following extensive experimentation, HBS launched the academic year with new hybrid classrooms that could seat up to 25 students in person and the rest remote, optimizing the experience for both groups through the addition of... View Details
- 12 Nov 2021
- News
Alumni Business Leaders on Confronting the Climate Change Challenge
buying bioplastics, and more and more airlines are doing the same with Sustainable Aviation Fuel. New regulations and financial reporting rules are being drafted to force companies to disclose climate risks they face. The investment... View Details
Robert L. Crandall
Crandall is credited with several innovations in the airline industry including introducing the original “Super Saver” fares, launching the first frequent flyer program, and developing the first yield management system for maximizing... View Details
Keywords: Transportation
- 01 Jun 2007
- News
Delta’s Flight from Bankruptcy
By all accounts, September 11, 2001, was the worst day in the history of the airline industry. But that didn’t stop Jim Whitehurst (MBA ’94), then a partner at The Boston Consulting Group in Atlanta, from joining Delta View Details
Herbert D. Kelleher
Kelleher is the founder of a low cost and highly profitable airline. Southwest has refined the low-cost, no-frills, no-reserved seats approach to air travel, providing over 2,300 flights daily to about 52 cities in 26 states, with a fleet... View Details
Keywords: Transportation
- 20 Jul 2016
- Research & Ideas
Airplane Design Brings Out the Class Warfare in Us All
and jerk of your carry-on up to the overhead. An inelegant flop into the middle seat completes the journey—until the passenger in front shoves her seat back, removing your kneecaps. But new research shows... View Details
- 25 Aug 2022
- News
Comfort Zone
industry, most recently as CEO of the Swiss/Chilean company Aport SA. Airlines have since abandoned all aspirations of luxury to focus on reducing operational expenses. It’s the reason we’re seeing a bumper crop of low-cost carriers,... View Details
- Portrait Project
Ryan Flamerich
I know the flight between Washington and Boston well. I can recall the favorite seats of politicians. The sounds of jammed doors, aborted landings, and “engine trouble” echo through my mind. This flight is special because my partner and I... View Details
- Web
Staff | Information Technology
Setting Up Two-Step Verification Training Daily Work Resources that enable you to be productive both on and off campus. Adobe Creative Cloud Budgeting ChatGPT Edu Computer Upgrades Generative AI Tools at HBS Information Security Marketing... View Details
- Web
Faculty | Information Technology
Creative Cloud Budgeting ChatGPT Edu Computer Upgrades Generative AI Tools at HBS My Requests Information Security Marketing & Communications Templates O365 SharePoint OneDrive O365 Teams Personal Devices Printing Travel Information... View Details
- 17 Jan 2025
- News
Tracking Modern Air Travel’s Takeoff
Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Dan Morrell: Frank Lorenzo (MBA 1963) grew up in Rego Park, Queens, the son of Spanish immigrants. As a boy in the 1940s, he would watch the airplanes fly over his backyard and into LaGuardia Airport,... View Details
- 03 Oct 2005
- What Do You Think?
What’s the Future of Globally Organized Labor?
What do you think? Original Article Two contrasting news stories caught my eye over the past couple of months. The first involved the strike, at least initially unsuccessful, by the mechanics' union at Northwest Airlines in an attempt to... View Details
Keywords: by James Heskett
- 17 Jun 2016
- Op-Ed
Companies Need to Start Marketing Security to Customers
on financial controls, not on risks to consumers and brand reputations. That's not good enough" Even marketers who pay special attention to safety are reluctant to tout their superiority. You never see comparison advertising from an View Details
- Profile
Adam Kanner
modeled his concept on the travel and hospitality industries which employed dynamic pricing and relied on successful outlets like Priceline, Expedia and others to sell airline seats and hotel rooms in a... View Details
- 11 May 2015
- Research & Ideas
A Road Map to Fix America’s Transportation Infrastructure
Any highway commuter who has wasted hours stuck in traffic can see the cracks in the United States' transportation system, as can any airline passenger who has been stranded overnight in an airport. Yet while many agree that the need for infrastructure change is... View Details
- 13 Mar 2014
- Research & Ideas
Can We Get To Where We Need To Go?
Summit attendees worked on identifying "bottlenecks and pain points" while devising potential solutions to the country's infrastructure woes. Many of the problems have a direct impact on business. For example, airline flight... View Details
- 20 Oct 2014
- Research & Ideas
Users Love Ello, But What’s the Business Model?
not much left, even for the Twitters of the world. Increasingly, we're seeing a shift in the business model from advertising to a subscription model (think Hulu Plus, Pandora, Dropbox, etc.). Ello is operating on more of a freemium model, where you pay for View Details
- 25 Oct 2004
- Research & Ideas
Planning for Surprises
many U.S. airlines, the debt owed to customers in the form of miles is a value significantly larger than the airlines' market capitalization. This is simply not sustainable. Airlines have already reduced the value of miles by making View Details
Keywords: by Martha Lagace
- 01 Jun 2012
- News
They Call Him Mr. China
other countries. But by the end of 1996, it was clear that they had failed to master the task of operating Chinese enterprises. So Perkowski moved on to Plan B. He appointed a team of “Old China” managers inherited with the joint-venture factories and tried to View Details