Publications

2008
Simulation

Everest Leadership and Team Simulation

By: Michael A. Roberto and Amy C. Edmondson

This item is currently not available for purchase on this site. To order, please contact Customer Service - (800) 545-7685 or (617) 783-7600. **REVISED AUGUST 2009!** This web-based simulation uses the dramatic context of a Mount Everest expedition to reinforce student... View Details

Keywords: Cooperation; Decision Choices and Conditions; Groups and Teams; Knowledge Sharing; Leadership

April 2024
Article

Detecting Routines: Applications to Ridesharing CRM

By: Ryan Dew, Eva Ascarza, Oded Netzer and Nachum Sicherman

Routines shape many aspects of day-to-day consumption. While prior work has established the importance of habits in consumer behavior, little work has been done to understand the implications of routines—which we define as repeated behaviors with recurring, temporal... View Details

Keywords: Ride-sharing; Routine; Machine Learning; Customer Relationship Management; Consumer Behavior; Segmentation

Web

Accelerating the Careers of Diverse Rising Stars

The Advent Leadership Academy was a unique 13-week custom program designed to equip a diverse cohort of 40 talented leaders from across Advent's portfolio companies with the skills and frameworks they needed to advance their career... View Details

June 2004 (Revised September 2007)
Case

Zara: IT for Fast Fashion

In 2003, Zara's CIO must decide whether to upgrade the retailer's IT infrastructure and capabilities. At the time of the case, the company relies on an out-of-date operating system for its store terminals and has no full-time network in place across stores. Despite... View Details

Keywords: Business Model; Customer Value and Value Chain; Information Management; Infrastructure; Supply Chain Management; Information Technology; Retail Industry

December 1986 (Revised November 1990)
Case

Club Med (B)

Highlights the issue of high employee turnover in a multi-site, international subsidiary of a large resort company. Also described are service-quality problems the company has because the amount of value added through employee interaction with customers is high.... View Details

Keywords: Globalized Firms and Management; Retention; Recruitment; Cross-Cultural and Cross-Border Issues; Tourism Industry; United States

February 2005
Article

Managing the Ecosystem

By: Marco Iansiti

The days of the corporate lone wolf are over. In our increasingly interconnected world, standing alone is no longer a viable business model. Instead, smart companies rely heavily on networks of partners, suppliers, and customers to achieve market success and sustain... View Details

Keywords: Integrated Corporate Reporting; Partners and Partnerships; Industry Clusters; Customers; Markets; Situation or Environment; Banks and Banking; Insurance; Software

Winter 2021
Article

Mobile Internet Usage and Usage-based Pricing

By: Jeffrey Prince and Shane Greenstein

Using data on mobile Internet usage of thousands of individuals, we provide some of the first analyses linking mobile usage to key demographics such as income. We find a reverse-U relationship between mobile Internet usage and income—notably different than the... View Details

Keywords: Mobile Internet Usage; Pricing Strategy; Internet and the Web; Mobile and Wireless Technology; Demographics; Income; Price; Strategy

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29 Nov 2022
Research & Ideas

How Much More Would Holiday Shoppers Pay to Wear Something Rare?

holiday shopping season. With record inflation, rising interest rates, and economic jitters weighing on consumers, pricing strategies could become more critical to getting customers to buy during the coming weeks and beyond. The rare red... View Details

Keywords: by Michael Blanding; Retail

13 Oct 2015
First Look

October 13, 2015

increase in customer-reported quality and reduced throughput times by 19.2%. Laboratory studies revealed that customers who experienced process transparency perceived greater employee effort, and as a consequence, were more appreciative... View Details

2022
Working Paper

Human-Computer Interactions in Demand Forecasting and Labor Scheduling Decisions

By: Caleb Kwon, Ananth Raman and Jorge Tamayo

We empirically analyze how managerial overrides to a commercial algorithm that forecasts demand and schedules labor affect store performance. We analyze administrative data from a large grocery retailer that utilizes a commercial algorithm to forecast demand and... View Details

Keywords: Employees; Human Capital; Performance; Applications and Software; Management Skills; Management Practices and Processes; Retail Industry

SSRN

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October 2015
Article

How Smart, Connected Products Are Transforming Companies

By: Michael E. Porter and James E. Heppelmann

The evolution of products into intelligent, connected devices is revolutionizing business. In a November 2014 article, "How Smart, Connected Products Are Transforming Competition," Harvard Business School professor Michael Porter and PTC president and CEO James... View Details

Keywords: Organizational Change and Adaptation; Technological Innovation; Information Technology; Organizational Structure; Operations; Business Strategy

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May 2017 (Revised September 2018)
Case

Hilti Fleet Management (A): Turning a Successful Business Model on Its Head

By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer

This case explores the introduction of fleet management in the construction industry by the premium power tools manufacturer Hilti in 2000. Following its customers’ needs, Hilti moved from selling power tools to leasing them as a service. The introduction of the new... View Details

March 2018
Case

University Hospitals Cleveland Medical Center: Managing Capacity in Neurology

By: Joel Goh, Robert S. Huckman and Nikhil Sahni

In December 2014, Dr. Anthony Furlan, chair of the Department of Neurology at University Hospitals Cleveland Medical Center (UH), faced a mandate from the hospital’s executive leadership team. Specifically, all UH departments were directed to take steps within six... View Details

Keywords: Health Care; Hospitals; Capacity Planning; Scheduling; Health Care and Treatment; Service Operations; Performance Capacity; Health Industry; North America; United States; Ohio; Cleveland

12 Mar 2006
Research & Ideas

New Research Explores Multi-Sided Markets

School, defines these multi-sided markets as platforms that serve two or more distinct groups of customers who value each other's participation. Examples: EBay provides markets for both buyers and sellers,... View Details

Keywords: by Sean Silverthorne; Technology

October 2019
Case

China Merchants Bank: Ushering in the Era of Family Office in China

By: Lauren Cohen, Hao Gao, Billy Chan and Dawn H. Lau

China Merchants Bank, the sixth-largest lender in China, intends to boost its family office business as a result of an increase in the population of ultra-high net worth individuals. Already ranked China’s number-one private bank with AUM exceeding US$300 billion, the... View Details

Keywords: Family Office; Strategy; Banks and Banking; Organizational Design; Competitive Strategy; Banking Industry; China

28 Apr 2003
Research & Ideas

Supply Chain Risk: Deal With It

efficiency has been cast in high relief, supply chain managers realize that they can no longer focus solely on cost reduction—any calculation of a supply chain's return on investment must also take customer satisfaction into account.... View Details

Keywords: by David Stauffer

Article

Inviting Consumers to Downsize Fast-Food Portions Significantly Reduces Calorie Consumption

By: Janet Schwartz, Jason Riis, Brian Elbel and Dan Ariely

Policies that mandate calorie labeling in fast-food and chain restaurants have had little or no observable impact on calorie consumption to date. In three field experiments, we tested an alternative approach: activating consumers' self-control by having servers ask... View Details

Keywords: Food; Labels; Consumer Behavior; Interpersonal Communication; Motivation and Incentives; Health Industry; Food and Beverage Industry

2024
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