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Article

How Long Can a Company Thrive Doing Just One Thing?

By: Andy Wu and Scott Duke Kominers

The news that the chat app Slack was being sold to veteran customer relationship management company Salesforce for $27.7 billion raised a lot of eyebrows. Why sell after a year of explosive growth? The deal, however, epitomizes a question facing so-called best-of-breed... View Details

Keywords: Best-of-breed Companies; Competitive Advantage; Competitive Strategy

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December 2020 (Revised January 2022)
Supplement

Michael Ku and Global Clinical Supply at Pfizer Inc.: Bringing Hope to Patients (B)

By: Linda A. Hill and Emily Tedards

In 2011, Michael Ku became Pfizer’s Vice President of Global Clinical Supply (GCS) after the company had undergone three large-scale mergers and acquisitions. As Ku and his new leadership team set out to build a proactive, end-to-end, digital and physical clinical... View Details

Keywords: Digital Technology; Customer-centricity; Innovation; Customer Focus; Talent; Talent Management; Leadership; Innovation and Invention; Transformation; Organizational Culture; Customer Focus and Relationships; Change Management; Talent and Talent Management; Supply Chain; Mission and Purpose

December 2020 (Revised February 2021)
Case

Kerry Group: Inspiring Food, Nourishing Life

By: Forest L. Reinhardt, José B. Alvarez, Damien McLoughlin, Tonia Labruyere and Tonia Junker

The Irish company Kerry Group, one of the leading global players in the taste and nutrition industry, wants to ensure its future growth in developing and developed markets. Founded in 1972 as a dairy cooperative, it had grown into a provider of taste and nutrition... View Details

Keywords: Agribusiness; Environmental Sustainability; Food; Nutrition; Growth and Development Strategy; Global Range; Market Entry and Exit; Customer Relationship Management; Agriculture and Agribusiness Industry

December 2020 (Revised December 2022)
Case

The Dance of Dharma: On the Difficulty of Being Good

By: Arthur I. Segel and Tyler M. Richard

When deciding how to be good and act well, we often seek outside help. Many of our oldest and most frequently consulted sources of ethical guidance are our religious traditions. Just as one might consult a thoughtful friend, countless people seek direction from their... View Details

Keywords: Hinduism; Ethics; Religion; Values and Beliefs; Decision Making

December 2020 (Revised January 2025)
Case

Responsive Working at PepsiCo UK (A): Designing a Turnaround

By: Amy C. Edmondson and Nancy Boghossian Staples

Facing a significant decline in revenues in 2016, David Gwilliam, Head of Transformation at PepsiCo UK introduced a new way of working (“Responsive Working”), which encompasses a set of work practices and some new team structures. The work practices comprise a set of 9... View Details

Keywords: SLAM Teams; Turnaround; Groups and Teams; Employees; Training; Decision Making; Planning; Performance Improvement; Consumer Products Industry; Manufacturing Industry; United Kingdom; Europe

December 2020 (Revised April 2021)
Case

Arcos Dorados: A QSR Recovery Plan

By: Forest Reinhardt, José B. Alvarez, Jenyfeer Martinez Buitrago and Mariana Cal

Arcos Dorados—McDonald’s largest independent franchisee, covering Latin America and the Caribbean (LAC)—faced a pandemic that was disrupting the entire consumer foodservice business in 2020. With the exclusive right to own, operate, and sub-franchise McDonald’s... View Details

November–December 2021
Article

Does Gender Matter? The Effect of Management Responses on Reviewing Behavior

By: Davide Proserpio, Isamar Troncoso and Francesca Valsesia

We study the effect of management responses on the reviewing behavior of self-identified female and male reviewers. Using data from Tripadvisor, we show that after hotels begin to respond to reviews, the probability that a negative review comes from a self-identified... View Details

Keywords: Word Of Mouth; Online Reviews; Management Responses; E-commerce; Gender; Prejudice and Bias; Digital Platforms; Customers

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December 2020 (Revised June 2021)
Case

France Télécom (A): A Challenging Restructuring

By: Cynthia A. Montgomery and Ashley V. Whillans

These cases explore the impacts of industry shocks, resulting corporate actions that had a devastating impact on employees, and the legal conviction of corporate leaders for “institutional harassment."

This case series follows the evolution of France... View Details

December 2020
Supplement

France Télécom (B): A Wave of Staff Suicides

By: Cynthia A. Montgomery and Ashley V. Whillans

In the B case we learn that at least 19 France Telecom employees took their own lives between 2006 and 2009, 12 others attempted suicide, and eight suffered from serious depression for reasons reportedly related to work. Some of these deaths occurred in public places,... View Details

December 2020
Supplement

France Télécom (C): An Unprecedented Trial

By: Cynthia A. Montgomery and Ashley V. Whillans

In the C case we learn that former CEO Didier Lombard, Deputy Chief Executive Louis-Pierre Wenes, Human Resources Head Olivier Barberot and France Telecom itself were charged for institutional harassment by French authorities, a first for a CAC 40 company. In December... View Details

Article

Soul and Machine (Learning)

By: Davide Proserpio, John R. Hauser, Xiao Liu, Tomomichi Amano, Burnap Alex, Tong Guo, Dokyun (DK) Lee, Randall Lewis, Kanishka Misra, Eric Schwarz, Artem Timoshenko, Lilei Xu and Hema Yoganarasimhan

Machine learning is bringing us self-driving cars, medical diagnoses, and language translation, but how can machine learning help marketers improve marketing decisions? Machine learning models predict extremely well, are scalable to “big data,” and are a natural fit to... View Details

Keywords: Machine Learning; Marketing Applications; Knowledge; Technological Innovation; Core Relationships; Marketing; Applications and Software

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November 2020 (Revised September 2021)
Case

HP Instant Ink: (Self) Disrupting the Consumer Printing Market

By: Elie Ofek, Marco Bertini, Oded Koenigsberg and George Gonzalez

Seeking to disrupt the consumer printing market (before being disrupted by others), and in response to customer pain points, in 2013 HP Inc. launched an ink replenishment service called Instant Ink, where customers pay a monthly subscription fee based on the number of... View Details

Keywords: Printing; Ink; Subscription Model; Customers; Information Infrastructure; Service Delivery; Business Model; Disruption; Growth and Development Strategy

November 2020 (Revised February 2021)
Case

Integrating Beam Suntory (A)

By: David G. Fubini, Rawi Abdelal and David Lane

The spring 2014 acquisition of U.S. alcoholic spirits maker Beam Inc. by Japan’s Suntory Holdings vaulted Suntory from 15th to third-largest international spirits company in the world. Yet Suntory had borrowed nearly the entire $16 billion purchase price, and relied on... View Details

Keywords: Family Business; Communication; Borrowing and Debt; Globalization; Corporate Governance; Governing and Advisory Boards; Retention; Leadership; Supply Chain; Organizational Structure; Ownership; Relationships; Conflict and Resolution; Integration; Value Creation; Food and Beverage Industry; Japan; United States; Chicago

November 2020
Supplement

Integrating Beam Suntory (B)

By: David G. Fubini, Rawi Abdelal and David Lane

Supplements (A) case: The spring 2014 acquisition of U.S. alcoholic spirits maker Beam Inc. by Japan’s Suntory Holdings vaulted Suntory from 15th to third-largest international spirits company in the world. Yet Suntory had borrowed nearly the entire $16 billion... View Details

Keywords: Family Business; Communication; Borrowing and Debt; Globalization; Corporate Governance; Governing and Advisory Boards; Retention; Leadership; Supply Chain; Organizational Structure; Ownership; Relationships; Conflict and Resolution; Integration; Value Creation; Food and Beverage Industry; Japan; United States; Chicago

November 2020 (Revised April 2021)
Case

Roll-Ups and Surprise Billing: Collisions at the Intersection of Private Equity and Patient Care

By: Trevor Fetter and Kira Seiger

This case describes the increasing investment by private equity (PE) firms in patient care and other healthcare services. The case focuses on investments in physician staffing firms and roll-up strategy investments in physician practice management (PPM). Included in... View Details

2020
Working Paper

Determinants of Early-Stage Startup Performance: Survey Results

By: Thomas R. Eisenmann

To explore determinants of new venture performance, the CEOs of 470 early-stage startups were surveyed regarding a broad range of factors related to their venture’s customer value proposition, product management, marketing, technology and operations, financial... View Details

Keywords: Startups; Survey Research; Performance Analysis; Entrepreneurship; Performance; Analysis; Business Startups; Failure; Surveys

November 2020
Case

Wilderness Safaris: Responses to the COVID-19 Crisis

By: James E. Austin, Megan Epler Wood and Herman B. "Dutch" Leonard

This case is an epilogue to “Wilderness Safaris: Impact Investing and Ecotourism Conservation in Africa” (2-321-020), which ends with the emergence of the pandemic in March 2020. The final discussion area for that case can be “What should Wilderness Safari CEO Keith... View Details

Keywords: Communities; COVID-19; Ecotourism; Travel; Travel Industry; Conservation Planning; Reopening; Investor Relations; Project Strategy; Governance; Decision Making; Cash; Health Pandemics; Business and Shareholder Relations; Tourism Industry; Africa

October 2020
Case

Michael Phelps: 'It's Okay to Not Be Okay'

By: Boris Groysberg, Carin-Isabel Knoop and Michael Norris

In 2020, Michael Phelps, the most decorated Olympian of all time, with 28 medals in various swimming events, was now retired. As he looked back on his 20+ year athletic career, he considered what had gone into making him the greatest of all time—the highs and lows,... View Details

Keywords: Mental Health; Talent and Talent Management; Training; Health; Success; Performance Improvement; Personal Development and Career; Family and Family Relationships; Sports; Competition; Sports Industry; United States; Baltimore; Arizona; Sydney; Athens; Beijing; London

October 2020 (Revised March 2022)
Case

Automercados Plaza's: Surviving Venezuela's Hyperinflation

By: Alberto Cavallo, Mariana Cal and Carla Larangeira

Under the rule of presidents Hugo Chávez and Nicolas Maduro, Venezuela experienced one of the worst economic and political meltdowns in modern history, culminating with a massive hyperinflation. Remarkably, during this dramatic times Automercados Plaza's had grown to... View Details

Keywords: Hyperinflation; Populism; Inflation and Deflation; Macroeconomics; Management; Strategy; Organizational Change and Adaptation; Business and Government Relations; Retail Industry; South America; Venezuela

October 2020 (Revised March 2021)
Supplement

Migros Turkey: Scaling Online Operations During COVID-19 (C)

By: Antonio Moreno and Gamze Yucaoglu

The case opens in August 2020 as Ozgur Tort and Mustafa Bartin, CEO and chief large-format and online retail officer of Migros Ticaret A.S. (Migros), Turkey’s oldest and one of its largest supermarket chains, are navigating Migros through COVID-19 and the unprecedented... View Details

Keywords: Business Model; Strategy; Digital Platforms; Information Technology; Technology Adoption; Value Creation; Globalization; Competition; Expansion; Logistics; Profit; Resource Allocation; Diversification; Corporate Strategy; Crisis Management; Health Pandemics; Strategic Planning; Food and Beverage Industry; Turkey

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