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Publications
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- Faculty Publications (542)
- December 2007 (Revised April 2008)
- Case
Alltech...naturally
By: David E. Bell and Mary L. Shelman
Entrepreneur Pearse Lyons had built Alltech into the fastest growing company in the global animal health industry through innovative technology, creative marketing, and strong branding. Sel-Plex, a proprietary Alltech product, had shown important health benefits for... View Details
- November 2007
- Article
A Model of Consumer Learning for Service Quality and Usage
By: Raghuram Iyengar, Asim Ansari and Sunil Gupta
In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider... View Details
- October 2007
- Article
Grist: A Strategic Approach to Climate
By: Michael E. Porter and Forest Reinhardt
Climate change will affect everything businesses do, as government efforts to mitigate carbon emissions cause their prices to rise steeply. This special edition of Forethought takes a hard-nosed look at the risks and opportunities of climate change. Michael E. Porter... View Details
- 7 Aug 2007
- Conference Presentation
From the Structure of the Value Chain to the Strategic Dynamics of Industry Sectors
By: Carliss Y. Baldwin, Michael Jacobides and Reza Dizaji
- June 2007 (Revised April 2009)
- Case
Intel 2006: Rising to the Graphics Challenge
By: Willy C. Shih and Elie Ofek
Examines the evolution of the PC hardware industry over the span of two and a half decades. The open architecture design of the IBM Personal Computer followed by the rapid appearance of clones drove a high level of standardization and modularity in the industry, and... View Details
- 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
- February 2007 (Revised May 2007)
- Case
Li & Fung 2006
By: F. Warren McFarlan, William C. Kirby and Tracy Manty
Describes the opportunities and strategy facing one of the most innovative global supply-chain companies, and the strategy it has chosen to deal with the expanding demand for its services. Li & Fung links thousands of factories in India, China, and elsewhere to nearly... View Details
- 2006
- Working Paper
The Value of a 'Free' Customer
By: Sunil Gupta, Carl F. Mela and Jose M. Vidal-Sanz
Central to a firm's growth and marketing policy is the revenus and profit potential of its customer assets. As a result, there has been a recent proliferation of work regarding customer lifetime value. However, extant research in this area is silent regarding how to... View Details
- 28 Nov 2006
- Other Presentation
Value-Based Competition in Health Care: Issues for Singapore
This presentation draws Michael E. Porter and Elizabeth Olmsted Teisberg: Redefining Health Care: Creating Value-Based Competition on Results, Harvard Business School Press, May 2006. Earlier publications about health care include the Harvard Business Review... View Details
- November 2006
- Case
Introducing Frequent Flyer Programs
By: Dennis A. Yao
Allows students to explore the value to American Airlines of introducing a frequent flyer program in 1981. View Details
- November 2006
- Article
Modeling Customer Lifetime Value
By: Sunil Gupta, Dominique Hanssens, Bruce Hardie, Wiliam Kahn, V. Kumar, Nathaniel Lin, Nalini Ravishanker and S. Sriram
- October 2006
- Article
Customer Lifetime Value and Firm Valuation
By: Sunil Gupta and Donald R. Lehmann
- April 2006 (Revised October 2006)
- Case
Best Buy Co., Inc.: Customer-Centricity
By: Rajiv Lal, Carin-Isabel Knoop and Irina Tarsis
With FY2005 sales of $27.3 billion, Richfield, Minn.-based Best Buy Co., Inc. was the leading retailer of consumer electronics, home-office products, and related services in North America. Its operations included the distinct store formats Best Buy, Future Shop in... View Details
- April 2006 (Revised April 2012)
- Background Note
The Role of Private Equity Firms in Merger and Acquisition Transactions
Explores the importance of private equity firms in merger and acquisitions activity around the globe. In many countries, these firms now account for one quarter of the total merger and acquisition activity of all firms. The larger private equity firms generate fees for... View Details
- April 2006
- Background Note
Informing Service Management with Customer Data
By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
- April 2006
- Background Note
Designing Sustainable Service Models
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details
- March 2006 (Revised September 2006)
- Case
Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel
By: Dennis Campbell, Francisco de Asis Martinez-Jerez, Marc Epstein and Joshua Bellin
The MGM Grand Hotel in Las Vegas had detailed information on loyal gaming customers, but could its information systems also be tailored to nongaming customers? As the nongaming business sectors became increasingly profitable both at the MGM Grand and in Las Vegas... View Details
- March 2006
- Case
Cabo San Viejo: Rewarding Loyalty
By: Youngme E. Moon, Gail J. McGovern and Seth Schulman
In 2005, Cabo San Viejo, a premier health and fitness spa resort located in Palm Springs, California, is debating whether to introduce a Customer Rewards Program. Describes the customer management challenges the firm is facing and outlines the various ways in which a... View Details
- Article
The Information Technology Ecosystem: Structure, Health, and Performance
By: Marco Iansiti and Gregory L. Richards
A number of modern industries are organized as complex networks of firms whose integrated efforts are necessary to deliver value to end customers. The complexity of these networks, or business ecosystems, and the associated interdependencies among firms, make... View Details
- February 2006 (Revised October 2006)
- Case
Veridian: Putting a Value on Values
By: Rakesh Khurana, Joel Podolny and Jaan Margus Elias
David Langstaff, the CEO of Veridian, a defense company, struggles with the decision of selling the company. Langstaff has concerned himself with inculcalating his organization with the values necessary for superior achievement over the long term. But as a fiduciary,... View Details