Publications
Publications
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- All HBS Web
(2,394)
- Faculty Publications (1,066)
- July 2003 (Revised October 2018)
- Case
Starbucks: Delivering Customer Service
By: Youngme Moon and John Quelch
Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details
- June 2003
- Case
In-N-Out Burger
By: Youngme E. Moon, Lucy Cummings, Sonali Sampat, Sam Thakarar and Kerry Herman
In-N-Out Burger is a fast-food chain with 171 company-owned locations in three states--California, Nevada, and Arizona. It has an extremely hardcore customer base and the company appears to be in good financial health. The primary issue in this case concerns expansion:... View Details
- April 2003
- Teaching Note
Achieving Customer Satisfaction at Pizza Hut (TN) (A) and (B)
By: V.G. Narayanan
Teaching Note for (2-101-006) and (2-101-042). View Details
- March 2003 (Revised October 2003)
- Case
Campbell Soup Company: Transforming for the 21st Century
By: Lynda M. Applegate and Jamie Ladge
In July 2001, Campbell Soup's newly appointed CEO, Douglas R. Conant, addressed a group of Wall Street analysts and unveiled his plan to kick-start growth. His plan called for organizational renewal and revitalization, redesign of core customer-facing processes... View Details
- March 2003
- Teaching Note
Andina Bottling Co. (TN)
By: V.G. Narayanan
Teaching Note for (9-102-040). View Details
- March 2003 (Revised March 2010)
- Supplement
The Australian Wine Cluster: Supplementary Information
By: Michael E. Porter and Orjan Solvell
Supplements The California Wine Cluster. View Details
- 2003
- Casebook
Professional Services: Text and Cases
By: Thomas J. DeLong and Ashish Nanda
DeLong and Nanda's Professional Services: Text and Cases is the first casebook to be published on the management of professional service firms (law firms, architecture, financial services, consulting). It includes a comprehensive selection of case studies that... View Details
- January 2003 (Revised October 2012)
- Case
Newport Creamery (A)
By: Paul Marshall and Todd Thedinga
Describes the operating challenges of Newport Creamery, a Rhode Island-based chain of ice cream restaurants. Profiles the company's transition from longtime family ownership to a real estate developer, the developer's expansion strategy, and the company's subsequent... View Details
- January 2003 (Revised May 2003)
- Case
Newport Creamery (B)
By: Paul W. Marshall and Todd H Thedinga
Supplements the (A) case. View Details
- December 2002 (Revised June 2003)
- Case
Rabobank Group: Leadership Role in Global Agribusiness
By: Ray A. Goldberg and Hal Hogan
The largest global agribusiness bank has lost its triple A rating and is rethinking its global strategy as the leading global food and agribusiness bank. How does it position itself in the vertical value-added global food system? View Details
- December 2002 (Revised May 2003)
- Case
Fonterra: Taking on the Dairy World
By: Ray A. Goldberg and Jose M. M. Porraz
Fonterra was a cooperatively owned dairy company--New Zealand's largest company and the world's largest exporter of dairy products. To maintain its leadership, Fonterra had to respond to increased competition, new consumer tastes, consolidation of its customers, and... View Details
- November 2002 (Revised June 2003)
- Case
Monsanto: Leadership in a New Environment
By: Ray A. Goldberg, James Weber and James M Beagle
Monsanto is the biotechnology leader in agriculture. How does it use its leadership in Round Up to fund long-term research and development in biotechnology that is acceptable to the priority system of consumers in different parts of the world? Includes color exhibits. View Details
- November 2002 (Revised January 2004)
- Case
Gary Rodkin at Pepsi-Cola North America (B)
By: David A. Thomas, Gina Carioggia and Ayesha Kanji
After assuming the position of CEO of Pepsi-Cola North America (PCNA), Gary Rodkin faces organizational problems within PCNA and external friction between PCNA and its largest bottler, the Pepsi Bottling Group. In addition to the challenge of organizational alignment,... View Details
- November 2002 (Revised January 2004)
- Case
Gary Rodkin At Pepsi-Cola North America (B) (Abridged)
By: David A. Thomas, Gina Carioggia and Ayesha Kanji
After assuming the position of CEO of Pepsi-Cola North America (PCNA), Gary Rodkin faces organizational problems within PCNA and external friction between PCNA and its largest bottler, the Pepsi Bottling Group. In addition to the challenge of organizational alignment,... View Details
- November 2002 (Revised May 2003)
- Case
ConAgra Foods
By: Ray A. Goldberg and Ingrid Vargas
In 2002, ConAgra Foods CEO Bruce Rohde was deliberating the next steps in the process of transforming the company from an agribusiness giant to a value-added food processor. ConAgra had become the second largest food company and number one food service supplier in the... View Details
- November 2002 (Revised March 2006)
- Case
Global Conservation Trust, The: A Foundation for Food Security
By: Ray A. Goldberg and Carin-Isabel Knoop
Biodiversity is being lost due to the delegation of the ability to store and maintain various types of plants to governments and foundations with no or little financial base. How does one develop the resources to maintain plant diversity for the future benefit of... View Details
- October 2002 (Revised February 2006)
- Case
Codex Alimentarius and Food Labeling
By: Ray A. Goldberg and Hal Hogan
Codex Alimentarius is a set of international food standards devised by the Codex Commission, a body within the United Nations jointly sponsored by the FAO and WHO. The purpose of the standards is to harmonize global trade in food products and agricultural commodities,... View Details
- October 2002 (Revised January 2003)
- Case
McDonald's Russia: Managing a Crisis
By: Youngme E. Moon and Kerry Herman
In August 1998, George Cohon, founder and senior chairman of McDonald's Russia, is facing an economic state of emergency. Russia is in the midst of a severe currency crisis--the ruble has plummeted in value, creating massive inflation and widespread economic disarray.... View Details
Keywords: Currency; Crisis Management; Brands and Branding; Retail Industry; Retail Industry; Russia
- October 2002 (Revised January 2013)
- Case
Krispy Kreme Doughnuts
By: Paul M. Healy
Krispy Kreme is a rapidly growing firm with a business model that has excited Wall Street. View Details
- October 2002 (Revised July 2003)
- Case
Gary Rodkin at Pepsi-Cola North America (A)
By: David A. Thomas, Gina Carioggia and Ayesha Kanji
After assuming the position of CEO of Pepsi-Cola North America (PCNA), Gary Rodkin faces organizational problems within PCNA and external friction between PCNA and its largest bottler, the Pepsi Bottling Group. In addition to the challenge of organizational alignment,... View Details