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March 2024
Case

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Bruce Hardie, Michael Ross and Peter S. Fader

This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details

Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States

February 2024
Case

Tabby: Winning Consumers' Digital Wallets

By: Eva Ascarza and Fares Khrais

Hosam Arab (MBA 2009), cofounder and CEO of Tabby, a Saudi-based fintech startup, raised its Series D funding round in October 2023, four years after its inception, valuing it as a regional unicorn. Tabby's core product, a buy-now-pay-later (BNPL) service, allowed... View Details

Keywords: Business Model; Business Startups; Risk Management; Competitive Strategy; Expansion; Financial Services Industry; Technology Industry; Saudi Arabia

2024
Working Paper

Platform Information Provision and Consumer Search: A Field Experiment

By: Lu Fang, Yanyou Chen, Chiara Farronato, Zhe Yuan and Yitong Wang

Despite substantial efforts to help consumers search in more intuitive ways, text search remains the predominant tool for product discovery online. In this paper, we explore the effects of visual and textual cues for search refinement on consumer search and purchasing... View Details

Keywords: Consumer Behavior; E-commerce; Decision Choices and Conditions; Learning; Internet and the Web

January–February 2024
Article

Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments

By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh

Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details

Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement

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2024
Book

The Everything Token: How NFTs and Web3 Will Transform the Way We Buy, Sell, and Create

By: Steve Kaczynski and Scott Duke Kominers

We demystify the coming digital revolution, showing how NFTs will transform our online and offline interactions.

NFTs aren’t just pictures on the internet, or a fad that has come and gone. Rather, they’re a new technology for creating digital assets and... View Details

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2024
Working Paper

The Impact of Culture Consistency on Subunit Outcomes

By: Jasmijn Bol, Robert Grasser, Serena Loftus and Tatiana Sandino

We examine the association between subunit culture consistency—defined as the congruence between the organizational values espoused by top management and those perceived and practiced by subunit employees—and subunit outcomes. Using data from 235 subunits of a... View Details

Keywords: Organizational Culture; Employees; Creativity; Satisfaction

December 2023 (Revised July 2024)
Case

Boortmalt: The Master Maltster

By: Forest Reinhardt, Jose B Alvarez, Damien McLoughlin, Lena Duchene and Emer Moloney

By May 2023, Boortmalt was the world’s leading producer of malt, with a production capacity of 3 million tonnes, 15% of global market share, and 27 malting plants across five continents. It had recently acquired a major competitor and had sustained an EBITDA growth of... View Details

2023
Book

Beyond AI: ChatGPT, Web3, and the Business Landscape of Tomorrow

By: Ken Huang, Yang Wang, Feng Zhu, Xi Chen and Chunxiao Xing

This book explores the transformative potential of ChatGPT, Web3, and their impact on productivity and various industries. It delves into Generative AI (GenAI) and its representative platform ChatGPT, their synergy with Web3, and how they can revolutionize business... View Details

Keywords: Generative Ai; AI and Machine Learning; Ethics; Technology Adoption

October 2023
Case

Leading Transformation at IHCL

By: Krishna G. Palepu, V.G. Narayanan and Malini Sen

In November 2017, Puneet Chhatwal, took charge as MD and CEO of IHCL, popularly referred to as the Taj Hotels. Despite being India’s largest hospitality company by market capitalization and respected for its values and service, IHCL had made losses for the last seven... View Details

Keywords: Turn Around Management; Hospitality Industry; Brand Management; Financial Strategy; Business Model; Restructuring; Asset Management; Leadership Style; Crisis Management; Brands and Branding; Product Positioning; Segmentation; Asia; India

October 2023 (Revised June 2024)
Case

ReUp Education: Can AI Help Learners Return to College?

By: Kris Ferreira, Christopher Thomas Ryan and Sarah Mehta

Founded in 2015, ReUp Education helps “stopped out students”—learners who have stopped making progress towards graduation—achieve their college completion goals. The company relies on a team of success coaches to engage with learners and help them reenroll. In 2019,... View Details

Keywords: AI; Algorithms; Machine Learning; Edtech; Education Technology; Analysis; Higher Education; AI and Machine Learning; Customization and Personalization; Failure; Education Industry; Technology Industry; United States

October 2023 (Revised January 2024)
Case

Ball: EVA Driving the World's Leading Can Manufacturer (A)

By: Jonas Heese and Susan Pinckney

The case describes Ball’s multi decade history of using Economic Value Added to drive decision making and workforce compensation. In 2016, the company acquired Rexam PLC and became the world’s leading metal beverage container company. Consumer demand for varied... View Details

October 2023
Case

Kevin O'Leary: Building a Brand in Shark-infested Waters

By: Reza Satchu and Patrick Sanguineti

For more than fifteen years, successful Canadian entrepreneur and investor Kevin O’Leary had developed his brand into a global powerhouse. Since his first appearance on the Canadian television program Dragons’ Den in 2006 and his meteoric rise to stardom through the... View Details

Keywords: Personal Brand; Crisis; Brands and Branding; Entrepreneurship; Crisis Management; Social Media; Public Opinion; Power and Influence; Financial Services Industry

September 29, 2023
Article

Eliminating Algorithmic Bias Is Just the Beginning of Equitable AI

By: Simon Friis and James Riley

When it comes to artificial intelligence and inequality, algorithmic bias rightly receives a lot of attention. But it’s just one way that AI can lead to inequitable outcomes. To truly create equitable AI, we need to consider three forces through which it might make... View Details

Keywords: AI and Machine Learning; Prejudice and Bias; Equality and Inequality

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August 2023
Case

Floward

By: Krishna Palepu and Namrata Arora

In 2022, Abdulaziz B. Al Loughani, CEO and co-founder of Floward, an online flower and gifting company established in Kuwait in 2017, contemplated the firm's growth trajectory. Floward, an e-commerce enterprise that offered fresh-cut flowers sourced directly from... View Details

Keywords: Initial Public Offering; Expansion; Growth and Development Strategy; E-commerce; Information Technology Industry; Middle East; North Africa; Saudi Arabia; Kuwait; United Arab Emirates; Jordan

August 2023
Case

Beamery: Using Skills and AI to Modernize HR

By: Boris Groysberg, Alexis Lefort, Susan Pinckney and Carolina Bartunek

Unicorn human relationships startup Beamery evaluates it's growth versus depth strategy as its strategic partners and customers could become future competitors in a quickly changing AI based human resources and talent management industry View Details

2023
Working Paper

The Effects of Inconsistent Work Schedules on Employee Lateness and Absenteeism

By: Caleb Kwon and Ananth Raman

Problem Definition: Employee lateness and absenteeism pose challenges for businesses, particularly in the retail industry, where punctuality is vital for optimal store operations and customer service. This paper relates employee lateness and absenteeism with... View Details

Keywords: Behavior; Employees; Human Capital; Retail Industry

July 2023
Case

Crocs: Using Community-Centric Marketing to Make Ugly Iconic

By: Ayelet Israeli and Anne V. Wilson

In 2022, the Crocs Classic Clog was the best-selling item of clothing on Amazon, the brand was one of the fastest growing brands in the U.S., and global net revenue had increased to approximately $3.6 billion. By most accounts, Crocs had become the “it” shoe. Crocs... View Details

Keywords: Brands and Branding; Product Development; Growth and Development; Customer Value and Value Chain; Digital Marketing; Digital Strategy; Segmentation; Advertising; Consumer Products Industry; Apparel and Accessories Industry; United States

June 2023 (Revised March 2024)
Case

Creating World-Class Board Governance at SECO

By: Krishna G. Palepu and Emer Moloney

In Spring 2023, SECO CEO Massimo Mauri had the ambition to grow the €200 million revenue technology company to a €1 billion company by 2030. Founded in Italy in the 1970s, the family-owned company had gone through a period of growth and internationalization,... View Details

2023
Working Paper

Culture as a Signal: Evidence from a Natural Field Experiment

By: Wei Cai, Dennis Campbell and Jiehang Yu

The importance of culture as an informal management control system is increasingly acknowledged in academia. While prior research mainly focuses on the value of culture on internal stakeholders (e.g., employees), we examine whether culture serves as a credible signal... View Details

Keywords: Organizational Culture; Groups and Teams; Customer Focus and Relationships

2023
Working Paper

Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details

Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication

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