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    • All HBS Web  (221)
      • Faculty Publications  (57)

      Franchise ManagementRemove Franchise Management →

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      • January 2009
      • Case

      Xi'an International University: The Growth of Private Universities in China

      By: William C. Kirby, Michael Shih-ta Chen, Keith Chi-ho Wong and Tracy Manty
      Huang Teng founded Xi'an International University (XAIU) as a private institute of higher education in 1992. Throughout its ensuing years, the school filled a niche and met the demand of students who did not test into one of China's public institutions. In 2008, it was... View Details
      Keywords: Higher Education; Growth and Development Strategy; Private Ownership; Expansion; Education Industry; China
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      Kirby, William C., Michael Shih-ta Chen, Keith Chi-ho Wong, and Tracy Manty. "Xi'an International University: The Growth of Private Universities in China." Harvard Business School Case 309-074, January 2009.
      • May 2008 (Revised June 2008)
      • Case

      Kenny Kahn at Muzak (A)

      By: Linda A. Hill and Emily Stecker
      Founded in 1934, Muzak pioneered the industry of background music. Equipped with propriety technology and a vast music library, over the ensuing decades the Muzak franchise organization expanded geographically. Despite a history of innovation, by the late 1990s Muzak... View Details
      Keywords: Change Management; Design; Management Analysis, Tools, and Techniques; Brands and Branding; Organizational Change and Adaptation; Organizational Culture; Franchise Ownership; Music Industry
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      Hill, Linda A., and Emily Stecker. "Kenny Kahn at Muzak (A)." Harvard Business School Case 408-057, May 2008. (Revised June 2008.)
      • January 2008 (Revised February 2011)
      • Case

      Club Atlético Boca Juniors

      By: Anita Elberse, Alberto Ballve and Gustavo Herrero
      Club Atlético Boca Juniors is the most popular soccer club in Argentina and one of the most decorated clubs in the world. Throughout its storied history, the club has recruited and developed dozens of star players. In his eleven years at Boca Juniors, president... View Details
      Keywords: Business Model; Talent and Talent Management; Globalized Markets and Industries; Brands and Branding; Marketing Strategy; Sports; Sports Industry; Argentina
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      Elberse, Anita, Alberto Ballve, and Gustavo Herrero. "Club Atlético Boca Juniors." Harvard Business School Case 508-056, January 2008. (Revised February 2011.)
      • 2008
      • Working Paper

      Performance and Control across Multiple Markets

      By: Tatiana Sandino, Dennis Campbell and Shelby Yu
      Chain organizations typically operate units across different types of markets, with significantly diverging customer bases. Such market-type dispersion potentially influences performance through two channels: it makes performance a noisier indicator of store manager... View Details
      Keywords: Governance Controls; Organizational Design; Markets; Franchise Ownership; Performance; Retail Industry
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      Sandino, Tatiana, Dennis Campbell, and Shelby Yu. "Performance and Control across Multiple Markets." American Accounting Association Financial Accounting and Reporting Section Paper, January 2008.
      • December 2007 (Revised October 2008)
      • Case

      Real Madrid Club de Fútbol in 2007: Beyond the Galácticos

      By: Anita Elberse and John A. Quelch
      On June 17, 2007, Real Madrid sealed its first Spanish league championship under new president Ramon Calderon, ending an unprecedented title drought. Real Madrid had seen a significant growth in revenues and now was the world's biggest soccer club and among the largest... View Details
      Keywords: Talent and Talent Management; Risk Management; Brands and Branding; Marketing Strategy; Sports; Sports Industry
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      Elberse, Anita, and John A. Quelch. "Real Madrid Club de Fútbol in 2007: Beyond the Galácticos." Harvard Business School Case 508-060, December 2007. (Revised October 2008.)
      • June 2005
      • Tutorial

      Prematriculation Financial Accounting Tutorial/Module

      By: David F. Hawkins, Paul M. Healy and Ratna G. Sarkar
      The Financial Accounting course is an introduction to the fundamental concepts of financial accounting in a management context. The course describes the business activities for Global Grocer, a small retail franchise specializing in gourmet foods and specialty kitchen... View Details
      Keywords: Accounting; Performance; Financial Statements
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      "Prematriculation Financial Accounting Tutorial/Module." Harvard Business School Tutorial 105-708, June 2005.
      • December 2000 (Revised February 2007)
      • Case

      Achieving Customer Satisfaction at Pizza Hut (A)

      By: V.G. Narayanan and Preeti Choudhary
      Describes how Pizza Hut measures and monitors customer satisfaction, customer complaints, and the quality of its retail locations. View Details
      Keywords: Customer Satisfaction; Management Analysis, Tools, and Techniques; Management Systems; Risk Management; Franchise Ownership; Performance Evaluation; Problems and Challenges; Quality; Food and Beverage Industry; Service Industry
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      Narayanan, V.G., and Preeti Choudhary. "Achieving Customer Satisfaction at Pizza Hut (A)." Harvard Business School Case 101-006, December 2000. (Revised February 2007.)
      • December 1998
      • Case

      NHL 1998: "The Coolest Game in Nagano"

      By: Stephen A. Greyser and Kirk A. Goldman
      Explores the National Hockey League's participation in the 1998 Winter Olympics, for which a "winter break" was taken from the regular schedule. The benefits and risks associated with the NHL's Olympic participation are one specific focus. In addition, the case address... View Details
      Keywords: Risk Management; Brands and Branding; Marketing Communications; Opportunities; Competitive Strategy; Expansion
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      Greyser, Stephen A., and Kirk A. Goldman. NHL 1998: "The Coolest Game in Nagano". Harvard Business School Case 599-024, December 1998.
      • April 1998 (Revised November 1999)
      • Case

      Hamilton Financial Investments: A Franchise Built on Trust

      By: Robert L. Simons and Antonio Davila
      Provides a vehicle for students to evaluate risk management in the fast-paced mutual funds industry. A new risk manager has been hired to install new management controls and procedures. A series of decisions will determine how much business and franchise risk the... View Details
      Keywords: Risk Management; Management Teams; Managerial Roles; Forecasting and Prediction; Investment Funds; Performance Evaluation; Corporate Strategy; Change Management; Financial Services Industry; Banking Industry
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      Simons, Robert L., and Antonio Davila. "Hamilton Financial Investments: A Franchise Built on Trust." Harvard Business School Case 198-089, April 1998. (Revised November 1999.)
      • September 1996 (Revised June 1997)
      • Case

      QVC, Inc.

      By: Jeffrey F. Rayport
      Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose... View Details
      Keywords: Customer Relationship Management; Service Delivery; Retail Industry; United States
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      Rayport, Jeffrey F., and Dickson Louie. "QVC, Inc." Harvard Business School Case 897-050, September 1996. (Revised June 1997.)
      • August 1992 (Revised September 2002)
      • Case

      Star Distributors, Inc. (A)

      By: David A. Thomas
      Depicts the conflict and organizational problems that emerged in a franchise operation owned by Paul Logan, an African American, and John Heyman, a white American. Provides the opportunity to examine the ways in which race influences managerial behavior and... View Details
      Keywords: Conflict Management; Performance Effectiveness; Franchise Ownership; Race; Management Style; Conflict and Resolution; Business and Stakeholder Relations
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      Thomas, David A. "Star Distributors, Inc. (A)." Harvard Business School Case 493-015, August 1992. (Revised September 2002.)
      • August 1992 (Revised February 1998)
      • Supplement

      Star Distributors, Inc. (B)

      By: David A. Thomas
      Presents the dilemma of Don Waters, vice president of Franchise Operations at Belmont Beverages. Waters must must decide what to do about the conflict between two partners in one of Belmont's franchises. View Details
      Keywords: Management Teams; Conflict Management; Franchise Ownership; Partners and Partnerships; Distribution Industry; Food and Beverage Industry
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      Thomas, David A. "Star Distributors, Inc. (B)." Harvard Business School Supplement 493-016, August 1992. (Revised February 1998.)
      • Article

      Enfranchisement of Service Workers

      By: Leonard A. Schlesinger and James Heskett
      Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
      Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States
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      Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
      • Article

      A Model for Managing System Conflict during Franchise Expansion

      By: P. J. Kaufmann and V. K. Rangan
      Keywords: Management; System; Conflict and Resolution; Business Ventures; Expansion
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      Kaufmann, P. J., and V. K. Rangan. "A Model for Managing System Conflict during Franchise Expansion." Journal of Retailing 66, no. 2 (Summer 1990): 155–173.
      • June 1989 (Revised May 1993)
      • Case

      Fairfield Inn (A)

      By: James L. Heskett
      The Fairfield Inn, an economy hotel venture by the Marriott Corp., has developed a novel method for selecting and measuring the performance of its hotel personnel that fits the company's strategy. Because it faces the need to grow rapidly, questions have arisen as to... View Details
      Keywords: Selection and Staffing; Innovation and Invention; Growth and Development Strategy; Franchise Ownership; Performance Evaluation; Corporate Strategy; Accommodations Industry
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      Heskett, James L. "Fairfield Inn (A)." Harvard Business School Case 689-092, June 1989. (Revised May 1993.)
      • March 1983 (Revised November 1988)
      • Case

      Michael Bregman

      By: Howard H. Stevenson and Richard O. von Werssowetz
      Michael Bregman has successfully opened pilot installations of two different restaurant concepts. He now must develop a strategy for growth, including decisions about fast or slow growth, use of company-owned versus franchised units, and how to use the different... View Details
      Keywords: Decisions; Framework; Growth and Development Strategy; Franchise Ownership; Expansion
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      Stevenson, Howard H., and Richard O. von Werssowetz. "Michael Bregman." Harvard Business School Case 383-107, March 1983. (Revised November 1988.)
      • Research Summary

      Mastering Strategy Execution

      By: Robert Simons

      Professor Robert Simons’ research encompasses three areas of management accountability that are the foundation for successful strategy execution: organization design, performance measurement and control, and risk management. In addition, Simons is interested in the... View Details

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