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  • November 2004 (Revised September 2007)
  • Case

The Mitchell Family and Mitchells/Richards

By: Amy C. Edmondson, John A. Davis, Corey B. Hajim and Kelly Mulderry
Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as "hugging." The term... View Details
Keywords: Family Business; Customer Relationship Management; Knowledge Management; Service Delivery; Organizational Culture; Expansion; Information Technology; Retail Industry
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Edmondson, Amy C., John A. Davis, Corey B. Hajim, and Kelly Mulderry. "The Mitchell Family and Mitchells/Richards." Harvard Business School Case 605-047, November 2004. (Revised September 2007.)
  • August 2000 (Revised December 2003)
  • Case

Dell's Working Capital

By: Richard S. Ruback and Aldo Sesia
Dell Computer Corp. manufactures, sells, and services personal computers. The company markets its computers directly to its customers and builds computers after receiving a customer order. This build-to-order model enables Dell to have much smaller investment in... View Details
Keywords: Financial Management; Working Capital; Manufacturing Industry; Computer Industry
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Ruback, Richard S., and Aldo Sesia. "Dell's Working Capital." Harvard Business School Case 201-029, August 2000. (Revised December 2003.)
  • October 2021 (Revised December 2021)
  • Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
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Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
  • May 2012
  • Background Note

Innovation Magic

By: Stefan Thomke and Jason Randal
Why do certain product and service experiences seem like magic, making them all but destined for success, while other items languish on store shelves? For a better understanding of that, perhaps there's no better place to turn to than the world of magic. Consider that... View Details
Keywords: Innovation; Product Differentiation; Experimentation; Personal Strategy & Style; Innovation and Invention; Creativity; Service Operations; Product; Customer Satisfaction
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Thomke, Stefan, and Jason Randal. "Innovation Magic." Harvard Business School Background Note 612-099, May 2012.
  • 04 May 2009
  • Research & Ideas

What’s Next for the Big Financial Brands

guilt, lack of customer care, or financial weakness. Financial brands should continue to advertise but with messages that help customers now with recession-relevant product and View Details
Keywords: by John Quelch; Financial Services; Financial Services
  • April 2015 (Revised June 2020)
  • Case

Comcast Corporation (A)

By: Sunil Gupta, Henry McGee, Felix Oberholzer-Gee and Margaret L. Rodriguez
In March 2015, the U.S. television industry received a major wake-up call. HBO, a premium cable channel with over 30 million subscribers, had announced it would begin offering a standalone streaming service. This new service would allow customers to bypass the cable... View Details
Keywords: Cable Television; HBO; Industry Evolution; Television Entertainment; Disruption; Business Model; Competitive Strategy; Media and Broadcasting Industry
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Gupta, Sunil, Henry McGee, Felix Oberholzer-Gee, and Margaret L. Rodriguez. "Comcast Corporation (A)." Harvard Business School Case 715-457, April 2015. (Revised June 2020.)
  • May 2006 (Revised July 2007)
  • Case

Creating Meaning for the Customer: The Case of GMACI

Excellence in exploiting customer information and leveraging its affiliation to the GM group are among the strategic options that GMAC Insurance CEO Gary Kusumi is considering. GMAC Insurance, the wholly-owned auto insurance subsidiary of General Motors, formed through... View Details
Keywords: Customer Relationship Management; Decision Choices and Conditions; Knowledge Use and Leverage; Strategy; Auto Industry; Insurance Industry
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Martinez-Jerez, Francisco de Asis, Nathan Mangum, and Joshua Bellin. "Creating Meaning for the Customer: The Case of GMACI." Harvard Business School Case 106-073, May 2006. (Revised July 2007.)
  • 31 May 2018
  • Cold Call Podcast

Careem: Riding the First Unicorn in the Middle East

Keywords: Re: Shikhar Ghosh; Transportation
  • 23 Mar 2017
  • Cold Call Podcast

Cost-cutting Leads to Turbulence in the Airline Industry

Keywords: Re: Susanna Gallani; Air Transportation; Travel
  • September 2002 (Revised November 2002)
  • Case

Transformation at the IRS

By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change... View Details
Keywords: Service Delivery; Service Operations; Organizational Structure; Taxation; Organizational Culture; Transformation; Public Administration Industry; United States
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Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Transformation at the IRS." Harvard Business School Case 603-010, September 2002. (Revised November 2002.)
  • 11 Apr 2022
  • Research & Ideas

A World of Difference: What Keeps Companies from Becoming More Inclusive

Frances Frei, the UPS Foundation Professor of Service Management, is an expert in the intersection of leadership and inclusion. Francesca Gino, the Tandon Family Professor of Business Administration, studies how people can lead more... View Details
Keywords: by Jen McFarland Flint
  • September 2010
  • Case

Angie's List

Angie's List is a paid subscription-based service that gives consumers online access to member-submitted reviews of plumbers, electricians, and other home service providers. Customer and revenue growth are strong, but customer acquisition costs are high and the company... View Details
Keywords: Internet and the Web; Price; Competitive Advantage; Product Launch; Service Industry; United States
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Weaver, Ray. "Angie's List." Harvard Business School Case 511-063, September 2010.
  • 21 Jul 2013
  • News

Smartphone Boom Ending as Price Drop Hits Apple

  • October 1995 (Revised June 1996)
  • Case

Li & Fung (Trading) Ltd.

Li & Fung, one of the largest export trading companies in Asia, works primarily as an agent to connect U.S. and European manufacturers and retailers of nondurable, mass-market consumer goods with suppliers located all over East Asia who manufacture products according... View Details
Keywords: Networks; Marketplace Matching; Supply Chain Management; Trade; Manufacturing Industry; Retail Industry; Asia; United States; Europe
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Loveman, Gary W., and Jamie O'Connell. "Li & Fung (Trading) Ltd." Harvard Business School Case 396-075, October 1995. (Revised June 1996.)
  • August 2016 (Revised January 2020)
  • Case

Breakfast at the Paramount

By: Ryan W. Buell
The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch... View Details
Keywords: Food; Management Practices and Processes; Service Delivery; Service Industry; Service Industry; Boston
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Buell, Ryan W. "Breakfast at the Paramount." Harvard Business School Case 617-011, August 2016. (Revised January 2020.)
  • 25 Apr 2016
  • News

Was Your Dog Walked? Your Phone Can Show You

  • 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
  • October 2023 (Revised February 2024)
  • Case

Loris

By: Shunyuan Zhang, Das Narayandas, Stacy Straaberg and David Lane
In December 2022, Loris’s executive team considered their go-to-market strategy. Loris was an artificial intelligence (AI) software startup for the customer service industry with two products on the market: 1) Agent Assist which provided customer service agents (CSAs)... View Details
Keywords: Decisions; Growth and Development Strategy; Product Launch; Product Positioning; Business Strategy; Competitive Strategy; Business Startups; AI and Machine Learning; Applications and Software; Marketing Strategy; Sales; Technology Industry; United States
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Zhang, Shunyuan, Das Narayandas, Stacy Straaberg, and David Lane. "Loris." Harvard Business School Case 524-010, October 2023. (Revised February 2024.)
  • September 2001 (Revised August 2004)
  • Case

Rapid Rewards at Southwest Airlines

By: Frances X. Frei and Corey B. Hajim
Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details
Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry
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Frei, Frances X., and Corey B. Hajim. "Rapid Rewards at Southwest Airlines." Harvard Business School Case 602-065, September 2001. (Revised August 2004.)

    Ananth Raman

    Ananth Raman is a professor in the Technology and Operations Management area where he has taught courses on various aspects of Operational Excellence—supply chain management, technology and operations management, and service operations—to MBA students... View Details

    Keywords: apparel; retailing; software
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