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February 2013 (Revised April 2013)
Case

Monique Leroux: Leading Change at Desjardins

By: Rosabeth Moss Kanter and Ai-Ling Jamila Malone

Monique Leroux led a major transformation, overcoming resistance, at a large Canadian financial cooperative based in Quebec that competed with top Canadian banks. Leroux was elected in 2008 as Chairman, President, and CEO of Desjardins Group. In order to compete... View Details

Keywords: Change Barriers; Leadership; Women And Leadership; Cooperatives; Social Enterprise; Financial Firms; Communication Strategy; Change Management; Transformation; Communication; Financial Services Industry; Canada

June 2000
Case

Four Seasons Hotels and Resorts

Four Seasons has a love/hate relationship with technology, including the best Web site in the industry. This case examines how a leading service delivers high-tech/high-touch, and looks at its progressive human resource strategy. View Details

Keywords: Information Technology; Service Operations; Accommodations Industry

June 1999 (Revised February 2013)
Case

The California Wine Cluster

By: Michael E. Porter and Gregory C Bond

Describes the California wine cluster, or the group of interconnected wineries, grape growers, suppliers, service providers, and wine-related institutions located in California. Also describes the wine cluster in France, Italy, Australia, and Chile, the four other... View Details

Keywords: Agribusiness; Geographic Location; Industry Clusters; Business and Government Relations; Competition; Food and Beverage Industry; California

November 2006
Case

Santander's Acquisition of Abbey: Banking across Borders

Banco Santander, Spain's largest commercial bank, announced in July 2004 the acquisition of Abbey National Bank, the fifth largest U.K. commercial bank. This transaction was the largest ever cross-border acquisition in European banking and would result in the... View Details

Keywords: Integration; Value Creation; Mergers and Acquisitions; Globalization; Commercial Banking; Banking Industry; United Kingdom; European Union; Spain

01 Mar 2018
News

New Marketplace Survey: Payers and Providers Remain Far Apart

June 2016
Case

Big Spaceship: The Evolving Agency

By: Boris Groysberg and Matthew G. Preble

This case discusses the evolution of Big Spaceship, an advertising and marketing agency, from a product-focused business to a relationship-oriented one as clients seek deeper and more meaningful long-term partnerships. The 15-year-old company had already evolved... View Details

Keywords: Digital Marketing; Advertising; Advertising Campaigns; Marketing; Organizational Structure; Organizational Design; Organizational Culture; Organizational Change and Adaptation; Social Media; Advertising Industry; United States; New York (city, NY)

December 2003 (Revised April 2004)
Case

Blockbuster Inc. & Technological Substitution (C): The Internet Changes the Game

Investigates how the rise of the Internet as a vehicle for renting and buying movies has disrupted the video rental industry and how market leader Blockbuster Inc. can and should respond to these developments. Explores how the emergence of e-commerce affects the degree... View Details

Keywords: Organizational Change and Adaptation; Risk and Uncertainty; Decisions; Technological Innovation; Competition; Change Management; Service Industry; Service Industry

August 1994 (Revised May 1995)
Case

Engineering Inspection & Insurance Company

By: Robert H. Hayes

Engineering Inspection & Insurance Co. (EIIC) is a small but highly successful company that offers machinery and boiler inspection and insurance services. After years of above-average growth and profits, both are retreating toward the industry average, policy delivery... View Details

Keywords: Service Operations; Business Strategy; Organizational Design; Organizational Structure; Insurance; Strategic Planning; Problems and Challenges; Insurance Industry; United States

December 1996 (Revised July 2002)
Background Note

Note on Marketing and the Internet

By: John A. Deighton, Alison Berkley and John Barabino

The World Wide Web is new, a comprehensive marketing environment. It is a medium for direct marketing, for retailing and distribution, for the delivery of service and product elements, for marketing research, and even for posting and testing prices. This note explores... View Details

Keywords: Marketing; Internet and the Web; Digital Marketing

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April 2019 (Revised August 2020)
Case

Raksul

By: Scott Duke Kominers, Masahiro Kotosaka, Nobuo Sato and Akiko Kanno

Raksul, 2018 Forbes Japan "Startup of the Year," ran an e-commerce platform drawing upon thousands of individual suppliers. Launched as a business-to-business printing services marketplace, Raksul had recently expanded to operate both a logistics/delivery marketplace... View Details

Keywords: Marketplace Design; B2B; Platform Strategy; Printing; Entrepreneurship; Digital Platforms; Logistics; Advertising; Growth and Development Strategy; Industry Structures; E-commerce; Web Services Industry; Japan

13 Sep 2010
Research & Ideas

The Consumer Appeal of Underdog Branding

Picture the Jamaican bobsled team going for the gold at the Winter Olympics. Or competitors in what seem fundamentally unbalanced battles: the Chicago Cubs versus the New York Yankees, Apple versus Microsoft, and Southwest Airlines versus United. In the public eye, the... View Details

Keywords: by Martha Lagace

October 2016 (Revised November 2016)
Case

DO & CO: Gourmet Entertainment

By: Juan Alcácer and Esel Çekin

This case is about a global catering, restaurant, and hospitality company, DO & CO, growing geographically with its existing businesses while also adding new brands to its portfolio. The company had $1 billion in revenues in 2015 from its three divisions: airline... View Details

22 Jul 2002
Research & Ideas

Is Performance-Based Pricing the Right Price for You?

Other industries as diverse as consulting, trucking, and heavy industrial services are seeing the same trend. Before explaining the benefits, drawbacks, and application of... View Details

Keywords: by Benson Shapiro; Manufacturing

January 1996 (Revised April 1997)
Case

Deutsche Allgemeinversicherung

Describes the application of statistical process control in a service industry. In this case, Annette Kluck must decide how to adopt manufacturing-based principles to a service process ranging from customer account setup to legal services. View Details

Keywords: Quality; Analysis; Service Operations; Business Strategy; Service Industry

Ashish Nanda

Ashish Nanda is Senior Lecturer and C. Roland Christensen Distinguished Management Educator at Harvard Business School. From 2018 to 2021, he was course head for the MBA Required Curriculum course in Strategy. Beginning in 2022, he is teaching an MBA Elective... View Details

September 2020 (Revised June 2021)
Case

Eaton Corporation: Portfolio Transformation and The Cost of Capital

By: Benjamin C. Esty, E. Scott Mayfield and Daniel Fisher

In 2000, Eaton Corporation was a broadly diversified industrial conglomerate. But its strategy was evolving and its focus was narrowing around “power management” and more recently on “intelligent power,” the use of digitally enabled products and services designed to... View Details

Keywords: Mergers and Acquisitions; Business Conglomerates; Business Divisions; Cost of Capital; Corporate Finance; Value; Valuation; Industrial Products Industry; United States; Denmark; Republic of Ireland

May 2019 (Revised January 2020)
Case

The Video-Streaming Wars in 2019: Can Disney Catch Netflix?

By: Anita Elberse and Monica Cody

Bob Iger, CEO of entertainment conglomerate Disney, thrilled investors with details about Disney’s upcoming foray into video streaming in April 2019. Disney’s move was only the latest in a series of actions taken by new and established entertainment companies in a... View Details

Keywords: Television; Entertainment; Media; Television Entertainment; Management; Strategy; Disruption; Information Technology; Competition; Media and Broadcasting Industry; Media and Broadcasting Industry

January 2010 (Revised April 2010)
Case

Credit Suisse Group: Managing Equity Research as a Business

By: Boris Groysberg, Paul M. Healy and Sarah Abbott

In 2003, in the midst of industry turmoil and company-specific challenges, Stefano Natella was named Global Head of Equity Research at Credit Suisse. Over a six-year period, Natella implemented and refined a new methodology for valuing equity research analysts, both... View Details

Keywords: Business Model; Change Management; Customer Satisfaction; Compensation and Benefits; Selection and Staffing; Balanced Scorecard; Organizational Change and Adaptation; Financial Services Industry

December 2012
Case

Delwarca Software Remote Support Unit

By: Roy D. Shapiro and Paul E. Morrison

Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise... View Details

Keywords: Service Operations; Service Delivery; Mathematical Methods; Applications and Software; Problems and Challenges; Customer Satisfaction; Information Technology Industry

Research Summary

The Commercialization of Internet Infrastructure

By: Shane M. Greenstein

Why did commercial Internet service initially develop in some geographical areas and not others? What determines the success of businesses? What determines the value of Internet services? The research stream developed the first analysis of the Internet access... View Details

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