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August 2016 (Revised July 2017)
Case

Singapore Airlines: Premium Goes Multi-Brand

By: Rohit Deshpande and Dawn H. Lau

Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of competition, from the rapid growth of Southeast Asian low-cost carriers on the one hand, to the expansion of premium... View Details

Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore

March 2010
Case

Sonoco Products Company (A): Building a World-Class HR Organization (Abridged)

By: David A. Thomas and Boris Groysberg

Describes the steps the vice-president of human resources takes in revamping an HR function that was noncooperative and, at times, competitive and introducing the company to the notion of HR as a strategic business partner. Explores changes made to the company's... View Details

Keywords: Human Resources; Organizations; Restructuring; Partners and Partnerships; Management Succession; Strategic Planning; Performance

August 2007 (Revised May 2009)
Case

PlaNet Finance: Broad Scope in Microfinance

By: Andrei Hagiu and Elena Corsi

PlaNet Finance was a French NGO providing technical support and training services to microfinance institutions (i.e., institutions providing financial services to the poor) and other microfinance actors, rating of microfinance institutions and management, and advisory... View Details

Keywords: Financial Institutions; Microfinance; Growth Management; Networks; Non-Governmental Organizations; Service Industry; France

15 Nov 2021
News

6 Strategies to Boost Retention Through the Great Resignation

08 Dec 2015
First Look

December 8, 2015

Argentina and Chile over recent decades. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=50182 forthcoming Management Science Creating Reciprocal Value Through Operational Transparency By: Buell, Ryan W., Tami Kim, and... View Details

Keywords: Sean Silverthorne

29 Jan 2019
First Look

New Research and Ideas, January 29, 2019

of countries with deteriorated corporate financial fragility indicators (Altman’s Z-score). Firm size plays a critical role in the relationship between leverage, firm fragility, and exchange rate movements in emerging markets. While the... View Details

Keywords: Dina Gerdeman

19 Oct 2015
Research & Ideas

Business Research that Makes for Smarter Public Policy

originated. “We are using data from regulators, writing studies, but seldom going back to the regulators to say, ‘This is what we learned,’” says Harvard Business School Professor Michael W. Toffel, whose research examines companies’ environmental and occupational... View Details

Keywords: by Michael Blanding

March 2001 (Revised September 2002)
Case

Merck Latin America (D): Mexico

By: Michael Beer and James Weber

Examines Merck's change effort in Mexico from the perspective of the local employees. View Details

Keywords: Change Management; Cross-Cultural and Cross-Border Issues; Multinational Firms and Management; Employees; Operations; Perspective; Pharmaceutical Industry; Mexico

Web

Strategic Plan | Information Technology

2.06: Federated Identity & Access Management (IAM) Program 2.07: GenAI Exploration and Enablement (completed) 3. Modernize Foundational Technology for Digital Transformation 3.01: Alumni Engagement Program 3.02: Customer View Details

March 2011 (Revised March 2021)
Teaching Note

Terror at the Taj Bombay: Customer-Centric Leadership

By: Rohit Deshpande

Teaching Note for 511703. View Details

Keywords: Safety; Organizations; Crisis Management; Customer Focus and Relationships; Brands and Branding

July 2008
Case

Leading from the Side

By: Thomas J. DeLong

Harriet Cornwall, a partner at the law firm of Kensington Palmer, LLP, is made lead over a fellow group of attorneys. Put in charge of guiding her colleagues in their annual goal-setting initiative, she notices four that need special attention. Cornwall must address... View Details

Keywords: Goals and Objectives; Managerial Roles; Performance Evaluation; Partners and Partnerships

Find at Harvard

18 Jan 2021
News

What to Do If Your Team Doesn’t Want to Go Back to the Office

September 2022
Background Note

On CUE: The Quest for Optimal Customer Unit Economics

By: Elie Ofek, Barak Libai and Eitan Muller

Startups are often evaluated by how well they perform on unit economics, defined as the ratio of a customer’s lifetime value (LTV) to acquisition costs (CAC). A common target for unit economics, advocated by many VCs and analysts, is 3:1 (i.e., LTV/CAC=3). While there... View Details

Keywords: Unit Economics; Business Startups; Performance Evaluation; Customer Value and Value Chain; Customer Relationship Management; Analysis

March 2013
Case

First Green Bank: Bringing Bloom to Desert Landscapes

By: Christopher Marquis and Juan Almandoz

First Green Bank is a bank start-up in the midst of the financial crisis which aims to promote sustainability while making money as a bank. The case presents an ethical dilemma as it considers a loan to an arms manufacturer. View Details

Keywords: Social Entrepreneurship; Financial Crisis; Business and Stakeholder Relations; Business and Community Relations; Environmental Sustainability; Ethics; Banking Industry; United States; Florida

October 2000 (Revised November 2005)
Case

Hilton HHonors Worldwide: Loyalty Wars

By: John A. Deighton and Stowe Shoemaker

Hilton Hotels regards the frequent guest program as the industry's most important marketing tool, directing marketing efforts at the heavy user. What is Hilton to do then, when a competitor ups the ante? This case illustrates the economics of frequency marketing in... View Details

Keywords: Customer Relationship Management; Decision Choices and Conditions; Brands and Branding; Competitive Strategy; Accommodations Industry