Publications

12 Apr 2016
First Look

April 12, 2016

link: https://www.hbs.edu/faculty/Pages/item.aspx?num=50897 forthcoming Journal of Marketing Research Repairing the Damage: The Effect of Gender and Price Knowledge on Auto-Repair Price Quotes By: Busse, Meghan, Ayelet Israeli, and Florian... View Details

Keywords: Sean Silverthorne

July 1993 (Revised December 2003)
Case

Sears Auto Centers (A)

By: Lynn S. Paine and Michael Santoro

The CEO of Sears must decide how to respond to allegations that the company's auto repair division has been misleading consumers and charging them for unnecessary repairs. View Details

Keywords: Corporate Governance; Corporate Accountability; Ethics; Organizational Culture; Compensation and Benefits; Management Teams; Employees; Behavior; Motivation and Incentives; Performance Improvement; Auto Industry

May 1992
Supplement

Fabtek (B)

By: Rowland T. Moriarty Jr. and Benson P. Shapiro

Presents an urgent order for repair service from an important customer who had purchased an item from a competitor. The item, which TiFab had bid on, went out at a price that TiFab predicted was below the amount necessary to ensure quality manufacture. Now the customer... View Details

Keywords: Price; Bids and Bidding; Production; Quality; Competitive Strategy

17 Aug 2021
Op-Ed

Dispensing Justice: The Case for Legalizing Cannabis Nationally

Last month, US Senate Majority Leader Charles Schumer and senators Cory Booker and Ron Wyden introduced draft legislation to legalize cannabis federally. Some commentators say that by expunging federal, nonviolent marijuana offenses from criminal records, the proposed... View Details

Keywords: by Ashish Nanda and Tabatha Robinson

January 20, 2022
Article

3 Steps to Help Companies Rebuild Trust During the Pandemic

By: Sandra J. Sucher and Shalene Gupta

Many workers feel battered and distrustful after almost two years of COVID-19 instability. But it's not too late for managers—even those who made damaging missteps—to repair these relationships, say Sandra Sucher and Shalene Gupta. View Details

Keywords: COVID-19; Trust; Employee Relationship Management

Read Now

20 Feb 2018
News

L.L. Bean Will Regret Ending Its Lifetime Product Guarantee

December 2003 (Revised May 2004)
Case

Sears Auto Centers (A) (Abridged)

By: Lynn S. Paine

In the early 1990s Sears faced and allegations by the California Department of Consumer Affairs that the company's auto repair centers had been overbilling customers and making unnecessary repairs. Top management must evaluate the problem and come up with a plan to... View Details

Keywords: Corporate Governance; Corporate Accountability; Ethics; Organizational Culture; Compensation and Benefits; Management Teams; Employees; Behavior; Motivation and Incentives; Performance Improvement; Auto Industry

06 Nov 2012
News

Businesses face post-Sandy challenges

July 1980 (Revised November 1981)
Case

Strike in Space

A three-man skylab crew, after repeatedly unsuccessful attempts to influence Houston Mission Control to slow down the work pace, turns off radio communication and refuses to talk. Questions for the class: What leads up to this break? How does one repair it? View Details

Keywords: Working Conditions; Conflict and Resolution; Aerospace Industry; Houston

18 Jan 2011
News

Goldman Limits Facebook Offering

February 1992 (Revised March 1995)
Case

Amelia Rogers at Tassani Communications (A)

By: Linda A. Hill

Describes a conflict that has arisen between an account manager and a creative director at Tassani Communications, a Chicago-based advertising agency which is making the transition from entrepreneurial to professional management. The client, the marketing director of a... View Details

Keywords: Rank and Position; Conflict Management; Change Management; Entrepreneurship; Practice; Behavior; Creativity; Problems and Challenges; Advertising Industry; Chicago

05 Jul 2013
News

Women more likely to be ripped off on auto repairs, study says

December 1994 (Revised October 1996)
Case

Patriot National Insurance Company: Case and Simulation

Designed to be used in conjunction with Byrnes, Byrnes & Townsend. Discusses a suit brought by a woman client who was badly injured in an automobile accident and alleges that a proximate cause of the accident was faulty repairs on her car by a Patriot-insured auto... View Details

Keywords: Negotiation; Insurance; Insurance Industry

May 1993 (Revised May 1994)
Case

Managing for Integrity: Three Vignettes

By: Lynn S. Paine

Three situations are described. A branch manager for a retail brokerage firm must decide whether to change the branch's cash management techniques to increase interest earnings. An auto mechanic must decide whether to oversell parts and repairs to meet sales and... View Details

Keywords: Growth Management; Ethics; Decision Making; Organizational Culture; Financial Management; Sales; Organizational Change and Adaptation