Luxury Service - Publications - Faculty & Research

11 Jan 2000
Research & Ideas

Calling All Managers: How to Build a Better Call Center

company can triumph. That's especially true in the financial services industry, where call centers have moved beyond their most obvious function—as low-cost channels for resolving a myriad of customer concerns—to become powerful means of... View Details

Keywords: by Martha Lagace; Service; Service

May 2016 (Revised August 2022)
Case

RegionFly: Cutting Costs in the Airline Industry

By: Susanna Gallani and Eva Labro

RegionFly is a small, private airline specializing in ultra-premium services. Founded shortly after the "Golden Age of airline travel," RegionFly's financial performance had been strong for several decades. More recently, however, the results have taken a downward... View Details

Keywords: Recession; Downsizing; Profitability; Cost Management; Profit; Luxury; Competitive Strategy; Mergers and Acquisitions; Business Divisions; Logistics; Decision Making; Strategic Planning; Air Transportation Industry

Citation

Educators

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12 Nov 2013
First Look

First Look: November 12

Publications November 2013 Journal of Consumer Research The Red Sneakers Effect: Inferring Status and Competence from Signals of Nonconformity By: Bellezza, Silvia, Francesca Gino, and Anat Keinan Abstract—We examine how people react to nonconforming behaviors, such... View Details

Keywords: Sean Silverthorne

19 Mar 2008
Research & Ideas

Finding Success in the Middle of the Market

It's not that Toyota only sells in the middle market. Far from it. They sell to all segments (except the luxury segment which they address with Lexus). But midfield is where the bell-curve distribution of auto buyers by price of car... View Details

Keywords: by John Quelch; Auto; Retail

February 2021
Supplement

HNA Group: Global Excellence with Chinese Characteristics (C)

By: William C. Kirby, Billy Chan and John P. McHugh

July 2017 was supposed to be a triumphant month for HNA Group. The latest Fortune Global 500 list showed the company had again skyrocketed in its ranking to no. 170, an improvement of over 200 positions from the year prior. Yet earlier that same July, the mysterious... View Details

Keywords: Conglomerate; Airline Industry; Coronavirus; Financial Risk; Debt; Bankruptcy; Global Strategy; Restructuring; Health Pandemics; Financial Markets; Organizational Change and Adaptation; Financial Condition; Globalized Firms and Management; Business and Government Relations; Financial Services Industry; Financial Services Industry; China

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17 Aug 2020
Research & Ideas

What the Stockdale Paradox Tells Us About Crisis Leadership

now is that our intrinsic survival mechanisms—such basic behaviors as how to enter a building, or bring in the mail, or greet a friend—require conscious thought in a way they have not since toddlerhood. The services and businesses that... View Details

Keywords: by Boris Groysberg and Robin Abrahams

16 Jun 2008
Research & Ideas

Seven Tips for Managing Price Increases

exclusive global luxury brands hold up pretty well regardless of price. Especially challenged are marketers of goods and services for which consumers don't necessarily understand the input costs: decorative... View Details

Keywords: by John Quelch

28 Jan 2019
Research & Ideas

Forget Cash. Here Are Better Ways to Motivate Employees

types of work Cash rewards are best suited as a motivator for work that is measured quantitatively, Whillans says. Many studies of the service and sales industries show that cash rewards lead to increased sales and improved customer... View Details

Keywords: by Dina Gerdeman

01 Sep 2023
News

Action Plan: In Context

winner in China: “The reaction was, ‘Who wants to admit they have no manners?’” Etiquette was equated with the service industry, not high society. To overcome the initial lack of enthusiasm, Ho launched Institute Sarita at the Park Hyatt... View Details

Keywords: April White; communication; manners; business; entrepreneurship; China; human behavior

25 Aug 2009
First Look

First Look: August 25

examines, in particular, Dior's innovative strategy to combine a high-fashion business in Paris with a ready-to-wear business in New York, and his subsequent pursuit of licensing opportunities in jewelry and other luxury products. The... View Details

Keywords: Martha Lagace

Web

Topics - HBS Working Knowledge

Development (57) Leadership Style (56) Leadership (446) Leading Change (57) Learning (16) Legal Liability (12) Leveraged Buyouts (4) Life Cycle (1) Literacy (1) Local Range (1) Logistics (20) Loss (1) Luxury (12) Macroeconomics (10)... View Details

28 Mar 2024
News

Rooms with a View

Alexander Mirza (MBA 1997) has spent two decades in the hospitality industry, opening and growing major hotel brands, including Hilton, Starwood, and Caesars, with locations around the world. And with each new project, Mirza faced the same primary challenge. “It didn’t... View Details

Keywords: April White; photos by Christina Gandolfo; Hospitality

07 Nov 2023
News

Love and Money

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Dan Morrell: Which is the best dating app? Can money actually buy love? When do you talk about money in a new relationship and how do you broach the topic? How can well-meaning parents actually help their... View Details

Web

Advisory Board - Entrepreneurship

opportunities. He graduated from Kenyon College, has one daughter, and lives in Wellesley, MA. Marla Malcolm Beck (MBA 1998), Bluemercury Marla Malcolm Beck is the co-founder and CEO of Bluemercury Inc., a high-growth luxury beauty... View Details

06 Jul 2023
News

Lessons from Major League Baseball's Game-Changing Innovations

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Hi, this is Dan Morrell, host of Skydeck. Back in 2014, When Chris Marinak (MBA 2008) was in the process of rolling out the instant replay system as a Senior Vice President at Major League Baseball, he... View Details

25 Aug 2014
HBS Case

Starbucks Reinvented

work to relax and enjoy the small, affordable luxury of a special coffee beverage seemed to resonate with the social and economic moment, she recalls. Six months later she met Howard Schultz, an entrepreneur who acquired the company in... View Details

Keywords: by Julia Hanna; Food & Beverage

01 Sep 2023
News

Made in Italy

HBS faculty members and students visited Lamborghini’s headquarters in Bologna during the immersion to learn how the company became experts in electric car technology. Photo courtesy Lamborghini IMMERSIVE FIELD COURSES OFFERED AS ELECTIVES IN 2023 Denmark and... View Details

Keywords: April White

Web

Winners & Runners-Up | New Venture Competition

Solara Solara provides an on-demand solar irrigation service to Indian farmers, increasing their access to affordable, reliable, and clean irrigation. Team: Rea Savla, MBA 2024; Vishesh Mehta Play Elisa: Grand Prize Winner 2024 New... View Details

17 Nov 2009
First Look

First Look: Nov. 17

distinction is possible because strategy and business model are different constructs. Download the paper: http://www.hbs.edu/research/pdf/10-036.pdf The Devil Wears Prada? Effects of Exposure to Luxury Goods on Cognition and Decision... View Details