Publications

June 2014
Case

Making Progress at IDEO

By: Teresa M. Amabile and Katrina Flanagan

This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for IDEO designers' everyday experience of work. As new types of client work have shifted away from the more classic design... View Details

Keywords: Organizational Change and Adaptation; Motivation and Incentives; Employees; Customer Focus and Relationships; Service Industry

22 Jul 2002
Research & Ideas

Is Performance-Based Pricing the Right Price for You?

services that simultaneously provide greater customer value and higher supplier profitability. We constantly strive to move elements of the relationship from the zero-sum conflict side to the win-win... View Details

Keywords: by Benson Shapiro; Manufacturing

14 Feb 2022
Research & Ideas

Curiosity, Not Coding: 6 Skills Leaders Need in the Digital Age

leaders trying to recalibrate: 1. Be a catalyst, not a planner In the digital era, companies face a more dynamic competitive environment: key competitors are no longer the usual suspects, and customer and stakeholder expectations continue... View Details

Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards; Technology

10 Dec 2021
Research & Ideas

Truth Be Told: Unpacking the Risks of Whistleblowing

employees, where the compensation for whistleblowing is a larger percentage of their lifetime earnings. White: Why do whistleblowers contact regulators? Heese: In our research, the reason that someone went to the regulator was not a... View Details

Keywords: by April White

07 Feb 2022
Research & Ideas

Digital Transformation: A New Roadmap for Success

end-to-end customer experiences in an unforgiving dynamic economy. As one executive put it, in a hyperconnected world, competitors can "pop up from anywhere and everywhere." With rising expectations of View Details

Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards

April 2024
Article

Speaking up and Taking Action: Psychological Safety and Joint Problem-solving Orientation in Safety Improvement

By: Hassina Bahadurzada, Michaela J. Kerrissey and Amy C. Edmondson

Healthcare organizations face stubborn challenges in ensuring patient safety and mitigating clinician turnover. This paper aims to advance theory and research on patient safety by elucidating how the role of psychological safety in patient safety can be enhanced with... View Details

Keywords: Healthcare Operations; Psychological Safety; Teams; Retention; Safety; Customer Satisfaction; Organizational Culture; Performance Evaluation; Health Industry

Read Now

08 Jun 2010
First Look

First Look: June 8

extract maximum value from technologies such as point-of-sale scanners and customer loyalty cards. Highly readable and compelling, The New Science of Retailing is your playbook for turning all that data into... View Details

Keywords: Martha Lagace

14 May 2018
Research & Ideas

Amazon vs. Whole Foods: When Cultures Collide

Walmart, which had entered the organic space. By 2017, Whole Foods had started closing stores. Turning data into customer value Amazon, by contrast, had always been about low costs and efficiency, pursuing a... View Details

Keywords: by Michael Blanding; Food & Beverage

July 2023
Case

Crocs: Using Community-Centric Marketing to Make Ugly Iconic

By: Ayelet Israeli and Anne V. Wilson

In 2022, the Crocs Classic Clog was the best-selling item of clothing on Amazon, the brand was one of the fastest growing brands in the U.S., and global net revenue had increased to approximately $3.6 billion. By most accounts, Crocs had become the “it” shoe. Crocs... View Details

Keywords: Brands and Branding; Product Development; Growth and Development; Customer Value and Value Chain; Digital Marketing; Digital Strategy; Segmentation; Advertising; Consumer Products Industry; Apparel and Accessories Industry; United States

18 Feb 2009
First Look

First Look: February 18, 2009

in order to capture value in the by-product market ("full+ conversion"), or only convert part of its waste into by-product so as not to flood the by-product market ("partial conversion"). As waste is now a useful input... View Details

Keywords: Martha Lagace

March 1993 (Revised April 1995)
Case

IBM After-Sales Service

By: Janice H. Hammond

IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details

Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry

Research Summary

Overview

The overarching goal of my research is to produce works that are influential and informative to both academics and practitioners in the field of operations management. To accomplish this, I collaborate with industry partners who provide knowledge about their field,... View Details

26 Sep 2023
Book

Digital Strategy: A Handbook for Managing a Moving Target

to the new digital context. ” Enthusiasts and advocates of the digital revolution would submit that digital transformation changes everything, from product design to how value is built and captured in the market. In some cases,... View Details

Keywords: by Dina Gerdeman; Information Technology; Technology

10 Feb 2003
Research & Ideas

Commodity Busters: Be a Price Maker, Not a Price Taker

customer values of convenience, availability, product or service functionality, and relationship, creates a reason for the customer to buy. But, you also must eliminate reasons... View Details

Keywords: by Benson P. Shapiro

July 2014 (Revised December 2016)
Case

EcoMotors International

By: John D. Macomber and Hermes Alvarez

Eco-Motors, funded in part by Khosla Ventures, has to decide how to go to market with a new technology for internal combustion engines for automotive and industrial use. The OPOC engine has opposed pistons and is a two-stroke engine, as compared to a more traditional... View Details

Keywords: Technological Innovation; Business Model; Customer Value and Value Chain; Engineering; Manufacturing Industry; Green Technology Industry; Auto Industry