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  • All HBS Web  (4,894)
    • People  (38)
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    • Multimedia  (10)
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  • March 2005 (Revised March 2006)
  • Background Note

Activity-Based Costing and Capacity

By: Robert S. Kaplan
Discusses the use of budgeted rather than historical data in an activity-based costing (ABC) model and argues for calculating rates using practical capacity, not actual utilization. An ABC model need not be limited to analysis of historical data. When cost driver rates... View Details
Keywords: Activity Based Costing and Management; Accounting Industry
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Kaplan, Robert S. "Activity-Based Costing and Capacity." Harvard Business School Background Note 105-059, March 2005. (Revised March 2006.)
  • November 2003 (Revised March 2004)
  • Case

Teledesic (Abridged)

By: Thomas R. Eisenmann
Describes plans for a failed project that proposed the use of 288 satellites to deliver high-speed data communications services anywhere in the world. View Details
Keywords: Communication Technology; Network Effects; Failure; Information Technology Industry; Telecommunications Industry
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Eisenmann, Thomas R. "Teledesic (Abridged)." Harvard Business School Case 804-096, November 2003. (Revised March 2004.)
  • March 2000 (Revised November 2001)
  • Case

Rosenbluth International and Biztravel.com

Rosenbluth, the third largest U.S. travel agency, uses the Internet to serve new customers with a high-service strategy. Rosenbluth acquires Biztravel.com and integrates the customer support and logistics aspects of service delivery. View Details
Keywords: Horizontal Integration; Internet and the Web; Service Delivery; Acquisition; Travel Industry; United States
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Hallowell, Roger H. "Rosenbluth International and Biztravel.com." Harvard Business School Case 800-356, March 2000. (Revised November 2001.)
  • 04 Jun 2024
  • Cold Call Podcast

How One Insurtech Firm Formulated a Strategy for Climate Change

Keywords: Re: Lauren H. Cohen; Insurance
  • 04 Feb 2020
  • Video

Hubert Danso

Hubert Danso, Chair of the South-African based financial services group Africa Investor, argues that making greater use of the African diaspora offers a huge business opportunity for Africa.
 View Details
  • January 2018 (Revised October 2019)
  • Case

ZBJ: Building a Global Outsourcing Platform for Knowledge Workers (A)

By: Feng Zhu, Weiru Chen and Shirley Sun
ZBJ.com (ZBJ), an online platform that connects knowledge workers to small- and medium-sized enterprises, is China’s largest outsourcing platform. Founded by Mingyue Zhu in 2006, ZBJ had grown into a unicorn with 4,000 employees and a daily transaction volume of RMB15... View Details
Keywords: Outsourcing; Disintermediation; Digital Platforms; Information Technology; Problems and Challenges; Global Strategy; Information Technology Industry; China
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Zhu, Feng, Weiru Chen, and Shirley Sun. "ZBJ: Building a Global Outsourcing Platform for Knowledge Workers (A)." Harvard Business School Case 618-044, January 2018. (Revised October 2019.)
  • August 2014 (Revised March 2015)
  • Case

Optimization and Expansion at OpenTable

By: Benjamin Edelman and Karen Webster
OpenTable considers adjustments to increase its benefits to merchants, including a novel payments service that lets customers skip the multi-step process of using a credit card. View Details
Keywords: Payments; Pricing; Mobile; Rollout; Incrementality; Innovation Strategy; Credit Cards; Accommodations Industry; Information Technology Industry; United States
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Edelman, Benjamin, and Karen Webster. "Optimization and Expansion at OpenTable." Harvard Business School Case 915-003, August 2014. (Revised March 2015.) (request courtesy copy.)
  • December 2008 (Revised March 2017)
  • Case

Clutch Group - Should Abhi Shah Grab This Opportunity?

By: Daniel J. Isenberg
Abhi Shah ('06) co-founding CEO of Clutch Group in the US and Bangalore, must decide whether to risk a law suit by recruiting an entire legal services team from a large US corporation. His decision and how he implements it will have a dramatic impact on the legal... View Details
Keywords: Decisions; Lawsuits and Litigation; Business Startups; Legal Services Industry; Bangalore; United States
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Isenberg, Daniel J. "Clutch Group - Should Abhi Shah Grab This Opportunity?" Harvard Business School Case 809-065, December 2008. (Revised March 2017.)
  • February 1989 (Revised August 1989)
  • Case

Portman Hotel Co.

A brand new hotel has opened with a new service strategy: import to America Asian-style service using a butler-like employee group called the personal valets. To achieve this high level of service, the hotel has paid great attention to its human resource policies,... View Details
Keywords: Business or Company Management; Service Delivery; Employees; Accommodations Industry; Asia; North America
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Heckscher, Charles C. "Portman Hotel Co." Harvard Business School Case 489-104, February 1989. (Revised August 1989.)
  • February 1996 (Revised April 2003)
  • Case

WPP--Integrating Icons to Leverage Knowledge

By: Joseph L. Bower
Martin Sorrell has used WPP to acquire a large portfolio of marketing service firms including J. Walter Thompson and Ogilvy & Mather. How did he make this minnow-swallows-many-whales trick work, and can he make the whole into something bigger than the parts? View Details
Keywords: Knowledge Use and Leverage; Leadership; Marketing; Networks; Diversification
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Bower, Joseph L. "WPP--Integrating Icons to Leverage Knowledge." Harvard Business School Case 396-249, February 1996. (Revised April 2003.)
  • 25 May 2011
  • HBS Case

QuikTrip’s Investment in Retail Employees Pays Off

Ton says the key is making the right operating decisions. "You can invest in your people and offer low prices," she says. "And guess what? You'll have a service advantage too." For QuikTrip, that advantage is evident... View Details
Keywords: by Julia Hanna; Retail
  • 23 Mar 2010
  • News

Richard Bohmer on the Passage of U.S. Healthcare Reform Legislation

  • November 2011 (Revised August 2012)
  • Background Note

Customer Discovery and Validation for Entrepreneurs

By: Frank V. Cespedes, Thomas Eisenmann and Steven G. Blank
Provides practical guidelines for conducting market research to explore and validate demand for entrepreneurial offering. Explains how the research objectives of entrepreneurs might differ from those relevant to managers evaluating product or service offerings to... View Details
Keywords: Customer Value and Value Chain; Entrepreneurship
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Cespedes, Frank V., Thomas Eisenmann, and Steven G. Blank. "Customer Discovery and Validation for Entrepreneurs." Harvard Business School Background Note 812-097, November 2011. (Revised August 2012.)
  • Article

Fly-by-Night Firms and the Market for Product Reviews

By: Gerald R. Faulhaber and Dennis A. Yao
This paper presents a model that permits third-party information provision in a market characterized by information asymmetries and reputation formation. The model is used to examine how the market for information provision affects prices and supply in the primary... View Details
Keywords: Markets; Reputation; SWOT Analysis; Mathematical Methods; Price Bubble; Inflation and Deflation; Duopoly and Oligopoly; Cost; Information; Quality; Price; Competitive Advantage; Information Industry
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Faulhaber, Gerald R., and Dennis A. Yao. "Fly-by-Night Firms and the Market for Product Reviews." Journal of Industrial Economics 38, no. 1 (September 1989): 65–77. (Harvard users click here for full text.)
  • January 1997
  • Background Note

Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance

By: Benson P. Shapiro
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
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Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
  • 05 Jul 2006
  • Working Paper Summaries

What Roosevelt Took: The Economic Impact of the Panama Canal, 1903-29

Keywords: by Noel Maurer & Carlos Yu
  • 07 Apr 2014
  • Video

Professor Despande Talks The Multimedia Case "Terror at the Taj"

  • 05 Dec 2008
  • News

New Book Reveals How Customer and Employee Ownership Adds Business Value

  • 2008
  • Working Paper

The Effect of Labor on Profitability: The Role of Quality

By: Zeynep Ton
Determining staffing levels is an important decision in retail operations. While the costs of increasing labor are obvious and easy to measure, the benefits are often indirect and not immediately felt. One benefit of increased labor is improved quality. The objective... View Details
Keywords: Profit; Selection and Staffing; Service Delivery; Business Processes; Quality; Retail Industry
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Ton, Zeynep. "The Effect of Labor on Profitability: The Role of Quality." Harvard Business School Working Paper, No. 09-040, September 2008. (Revised July 2009.)
  • October 2005 (Revised September 2006)
  • Case

Sapient Corporation (Abridged)

By: Rakesh Khurana and Joel Podolny
Describes the start-up, growth, organizational design, and operations over the first 10 years of a professional services firm. Focuses on the creative use of organizational purpose and values as an integral part of strategy and alignment of organizational activities. View Details
Keywords: Leadership; Organizational Culture; Change Management; Human Resources; Entrepreneurship; Growth and Development Strategy; Business Growth and Maturation; Operations; Business Processes; Management Analysis, Tools, and Techniques; Service Industry
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Khurana, Rakesh, and Joel Podolny. "Sapient Corporation (Abridged)." Harvard Business School Case 406-058, October 2005. (Revised September 2006.)
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