Publications

24 Feb 2022
Op-Ed

Want to Prevent the Next Hospital Bed Crisis? Enlist the SEC

billing rule that hospitals had ignored, it imposed a tangle of new requirements and directed the US Department of Health and Human Services... View Details

Keywords: by Regina Herzlinger and Richard Boxer; Health

06 Aug 2021
Book

Steve Jobs and the Rise of the Celebrity CEO

and services inextricably linked to bosses with outsized personalities. Think Jeff Bezos of Amazon, Steve Jobs of Apple, and Elon Musk of Tesla. All these leaders have one... View Details

Keywords: by Dina Gerdeman

January 2010 (Revised February 2010)
Case

IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion

This case illustrates the challenges associated with matching staffing levels with variable workload in retail stores and highlights how decisions related to staffing and scheduling affect operational performance and the quality of labor at the stores. The case... View Details

Keywords: Customer Satisfaction; Employees; Market Transactions; Service Delivery; Service Operations; Performance Improvement; Retail Industry

21 Jun 2010
Research & Ideas

Strategy and Execution for Emerging Markets

emerging markets while addressing a very limited group of people who can afford global quality at global price points. The emerging middle class wants goods and services at... View Details

Keywords: by Martha Lagace

18 Oct 2022
Cold Call Podcast

Chewy.com’s Make-or-Break Logistics Dilemma

Keywords: Re: Jeffrey F. Rayport; Retail

29 Aug 2017
First Look

First Look at New Research and Ideas, August 29

highlighting the work performed by the government of an archetypal American town increased trust in government and support for government services. In Study 2, Boston residents who interacted with a website that visualized both View Details

Keywords: Sean Silverthorne

16 May 2011
Research & Ideas

What Loyalty? High-End Customers are First to Flee

service quality are more or less immune from the high-end challenger. These findings suggest that before mounting a counterattack on a competitor's incursion, it's important to understand your customer... View Details

Keywords: by Julia Hanna

July 2002 (Revised October 2002)
Case

Taj Hotel Group

By: Thomas J. DeLong and Vineeta Vijayaraghavan

R.K. Krishna Kumar, managing director and head of Taj Hotel Group, has to decide whether to reexamine a promotion decision. In an attempt to deliver a level of service quality that met global standards at the Indian hotel chain, Kumar had introduced new personnel... View Details

Keywords: Decision Making; Human Resources; Leadership Development; Management Teams; Organizational Culture; Alignment; India

05 Mar 2019
First Look

New Research and Ideas, March 5, 2019

the existing 3PL may not be able to scale with Chewy’s projected growth or maintain the company’s performance standards for service quality and... View Details

Keywords: Dina Gerdeman

February 1997 (Revised April 1998)
Case

first direct (A)

By: Jeffrey F. Rayport

Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly 700,000 customers throughout... View Details

Keywords: Service Delivery; Customer Satisfaction; Banks and Banking; Innovation and Invention; Banking Industry; United Kingdom

23 Oct 2018
First Look

New Research and Ideas, October 23, 2018

virtually irresistible. But long-term assessments could differ, particularly if the free service reduces quality and consumer choice. In this short paper, we examine these... View Details

Keywords: Dina Gerdeman

Article

Making Exit Interviews Count

By: Everett Spain and Boris Groysberg

In the knowledge economy, skilled employees are the assets that drive organizational success. Thus companies must learn from them—why they stay, why they leave, and how the organization needs to change. A thoughtful exit interview—whether it be a face-to-face... View Details

Keywords: Information; Management Practices and Processes; Retention; Resignation and Termination