Publications

1999
Other Unpublished Work

Value and Reporting in the Banking Industry

By: Robert G. Eccles Jr. and John K. Fletcher

Keywords: Financial Reporting; Banking Industry; Netherlands

01 Apr 2000
News

Rethinking Call Centers: Effective Delivery of Service is Key

two colleagues, Ann Evenson and Patrick T. Harker, both of Wharton, have written a working paper on this subject titled "Effective Call Center Management: Evidence from Financial Services." The authors go beyond earlier research to look... View Details

September 2010 (Revised November 2010)
Case

J.P. Morgan Private Bank: Risk Management during the Financial Crisis 2008-2009

By: Anette Mikes, Clayton S. Rose and Aldo Sesia

Mary Erdoes, the CEO of JP Morgan's asset management business, and three colleagues provide insights into risk management issues faced by the firm's private bank during the financial crisis in 2008–2009. The case provides perspective on the philosophy with which they... View Details

Keywords: Judgments; Financial Crisis; Globalized Firms and Management; Management Analysis, Tools, and Techniques; Risk Management; Mathematical Methods; Banking Industry; United States

September 2016 (Revised July 2018)
Case

United Airlines: More Out-and-Back Flying?

By: Ryan W. Buell, Willy Shih and Mike Toffel

This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and... View Details

26 Nov 2019
News

Predicting Financial Market Bubbles and Crises in Real-time

Source: Greenwood Source: Greenwood Professor Robin Greenwood notes that faculty members across Harvard have long been exploring the behavioral perspective on financial market bubbles and financial crises.... View Details

Keywords: Securities, Commodities, and Other Financial Investments; Securities, Commodities, and Other Financial Investments

17 Oct 2013
Research & Ideas

Reserve Bank Governor Discusses India’s Financial Opportunities

several major financial journals as well as two books, Saving Capitalism from the Capitalists and Fault Lines: How Hidden Cracks Still Threaten the World Economy. Indeed, India is in the midst of a financial... View Details

Keywords: by Carmen Nobel

May 2012 (Revised August 2014)
Case

McKesson

By: Regina E. Herzlinger and Natalie Kindred

McKesson, a large, diversified drug distribution and health care IT company, is considering development of new business offerings to help private practice physicians remain independent. The company, with $122 billion in 2010 revenues, just made its first foray into... View Details

Keywords: Health Care Industry; Health Care Policy; Organizational Transformations; Health Services; Health Care and Treatment; Business Model; Service Operations; Change Management; Corporate Strategy; Information Technology; Policy; Pharmaceutical Industry; Pharmaceutical Industry; United States

01 Sep 2017
News

A Jolt for the African Coffee Industry

to sit down, work, use Wi-Fi.” He unabashedly cites a “Starbucks-like feel” as the objective, although some essential parts of that experience may take even longer to develop than a taste for coffee. It’s unusual in Nigeria to offer only counter View Details

Keywords: Sasha Issenberg; cafe; Cafe Neo; Food and Beverage Stores; Retail Trade

2014
Case

Microfinance Services in Rural Areas--Farmers' Self-reliance Branch of CFPA Microfinance in Shangyi County

By: F. Warren McFarlan, Siqun Yang and Meihua Shen

Microfinance is introduced into China in the 1990s. It had gone through 3 phases since the beginning, namely the pilot phase when all Microfinance practices are sponsored by charity funds based on projects, the promotion phase when the government subsidized some... View Details

Keywords: Rural Entrepreneurship; Value Added; China; Risk Management; Microfinance; China

01 Sep 2017
News

The Biggest Industry You’ve Never Heard Of

Denmark known as Bjergsen. Several thousand people are watching him play LoL, as the game is known, right now on the streaming service Twitch, and tens of thousands more will watch the video of the game later. To guarantee that Bjerg, a... View Details

Keywords: April White; illustration by Brian Stauffer; esports; Twitch; Performing Arts, Spectator Sports, and Related Industries; Performing Arts, Spectator Sports, and Related Industries

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; Air Transportation Industry; Air Transportation Industry; China

February 1982
Case

MCI Telecommunications Corp. (B): Customer Service Strategy and Organization

By: John F. Cady and Frank V. Cespedes

Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry

Find at Harvard

June 2009 (Revised June 2009)
Supplement

iPremier (C): Denial of Service Attack (Graphic Novel Version)

By: Robert D. Austin, Richard Nolan and Michael Parent

Describes an IT security crisis, and raises issues of risk management, preparation for crisis, management of crises, computer security, and public disclosure of security risks. View Details

Keywords: Safety; Risk Management; Information Technology; Crisis Management; Information Technology Industry

June 2009 (Revised June 2009)
Supplement

iPremier (B): Denial of Service Attack (Graphic Novel Version)

By: Richard Nolan, Robert D. Austin and Michael Parent

Describes an IT security crisis, and raises issues of risk management, preparation for crisis, management of crises, computer security, and public disclosure of security risks. View Details

Keywords: Safety; Risk Management; Information Technology; Crisis Management; Information Technology Industry

1995
Chapter

Financial Infrastructure and Public Policy: A Functional Perspective

By: Robert C. Merton and Zvi Bodie

Keywords: Financial Markets; Financial Institutions; Policy; Government and Politics; Business and Government Relations; Banking Industry; Banking Industry

October 2000 (Revised October 2000)
Case

Off-Balance Sheet Leases in the Restaurant Industry

By: Amy P. Hutton, Paul M. Healy and Jacob Cohen

Amid mounting concern by credit agencies about off-balance sheet liabilities, an analyst for one of the leading credit-rating agencies has been asked to make a presentation about off-balance sheet liabilities, the strategic analysis behind leasing versus purchasing... View Details

Keywords: Fair Value Accounting; Property; Leasing; Financial Statements; Capital Structure; Credit; Financial Services Industry