Publications

2016
Working Paper

Reviews, Reputation, and Revenue: The Case of Yelp.com

By: Michael Luca

Do online consumer reviews affect restaurant demand? I investigate this question using a novel dataset combining reviews from the website Yelp.com and restaurant data from the Washington State Department of Revenue. Because Yelp prominently displays a restaurant's... View Details

Keywords: Revenue; Network Effects; Reputation; Social and Collaborative Networks; Food and Beverage Industry; Service Industry; Washington (state, US)

SSRN

Teaching Interest

Audit Committees in a New Era of Governance

By: Paul M. Healy

The last ten years has heightened demands on audit committees. Not only are they responsible for overseeing internal and external audits to ensure that investors receive accurate and transparent information, but they must ensure compliance with new accounting and... View Details

Research Summary

Quality in Service Operations

Rogelio Oliva is interested in understanding how the operational characteristics of service delivery processes interact with human resource and marketing policies to determine the long term productivity, quality, and profitability of a service operation. Specifically,... View Details

February 2011 (Revised May 2011)
Case

Utilis: Designing, Producing, and Selling Rapid Deployment Shelters for a Troubled World

By: Herman B. Leonard, Daniela Beyersdorfer and Simon Harrow

How can a company that supplies disaster response and humanitarian agencies best handle the intrinsically unpredictable and highly volatile demand for its products? Utilis is a French supplier of rapid-deploy high-end tent solutions for civilian and military uses (such... View Details

Keywords: Business Model; Growth and Development Strategy; Demand and Consumers; Strategic Planning; Natural Disasters; Competitive Strategy; Consumer Products Industry; Industrial Products Industry; France

Research Summary

Managers and Employees: Justice at Work

By: Nien-he Hsieh

The employment relationship represents another significant area for managerial decision making. While much of what managers and employees owe one another depends upon mutual agreement, not all of the terms can be specified in advance. Given these conditions, what... View Details

Forthcoming
Article

From Bupkis to Sechel in Health Care

By: Regina E. Herzlinger and Richard Boxer

Fifty years ago, famed economist Milton Friedman declared that “The social responsibility of business is to increase its profits.” This free market manifesto was adopted by the healthcare industry as well. But transactional has evolved into transformational with the... View Details

Keywords: Corporate Accountability; Customer Focus and Relationships; Corporate Social Responsibility and Impact; Health Industry

2024
Working Paper

Using LLMs for Market Research

By: James Brand, Ayelet Israeli and Donald Ngwe

Large language models (LLMs) have rapidly gained popularity as labor-augmenting tools for programming, writing, and many other processes that benefit from quick text generation. In this paper we explore the uses and benefits of LLMs for researchers and practitioners... View Details

Keywords: Large Language Model; Research; AI and Machine Learning; Analysis; Customers; Consumer Behavior; Technology Industry; Information Technology Industry

SSRN

January 2015 (Revised October 2015)
Case

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell

In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details

Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan

May 2024
Article

Selfish Corporations

By: Emanuele Colonnelli, Niels Gormsen and Timothy McQuade

We study how perceptions of corporate responsibility influence policy preferences and the effectiveness of corporate communication when agents have imperfect memory recall. Using a new large-scale survey of U.S. citizens on their support for corporate bailouts, we... View Details

Keywords: Public Opinion; Corporate Social Responsibility and Impact; Policy

May 1999 (Revised November 2000)
Case

AES Global Values

By: Lynn S. Paine

Members of the development team for the AES Corp.'s power plant project in India must decide what plant technology to specify in their application for techno-economic clearance from the government of India's Central Electric Authority. Their choice is between more... View Details

Keywords: Business Ventures; Corporate Social Responsibility and Impact; Environmental Sustainability; Energy Generation; Technology Adoption; Energy Industry; India; United States

July 1993
Case

Richardson Hindustan Limited (Abridged)

By: Hugo Uyterhoeven

Deals with the problems of a country manager building and balancing a constituency relationship. Explicitly examines the demands and responsiveness of four major constituencies: corporate headquarters; the national organization; the Indian government; and the public... View Details

Keywords: Business or Company Management; Business and Government Relations; Adoption; Multinational Firms and Management; Business Strategy; Growth and Development Strategy; Business and Shareholder Relations; India

04 Jun 2007
Research & Ideas

Is Health Care Making You Better—or Dead?

the needs of human beings, not around the needs of the status quo, didn't happen. Consumer-Driven Health Care was another book that I wrote to help change the demand for health care, to get innovation in the insurance industry. That was... View Details

Keywords: by Sean Silverthorne; Health

06 Jun 2023
Cold Call Podcast

The Opioid Crisis, CEO Pay, and Shareholder Activism

Keywords: Re: Suraj Srinivasan; Health; Pharmaceutical; Distribution

January 2018
Case

Pravost Consulting Services

By: Andrew Wasynczuk and Tiffany Y. Chang

Pravost Consulting Services considers a division manager's response to the stringent demands of his boss who lambasts him for the division's weak performance. Six months earlier Jakub Kowalski, CEO of Pravost, promoted Viktor Novak to head up the faltering Pravost... View Details

Keywords: Consulting; Consulting Services; Employee Retention; Eastern Europe; Performance; Attrition; Culture; Krakow; Retention; Performance Improvement; Organizational Culture; Consulting Industry; Information Technology Industry; Poland; Europe

24 Jul 2000
Research & Ideas

Value Maximization and Stakeholder Theory

critical functions are part of the competitive and organizational strategy of any team or organization. Adopting value creation as the scorekeeping measure does nothing to relieve us of the responsibility to do all these things and more... View Details

Keywords: by Michael C. Jensen

June 10, 2021
Article

Preparing Hospitals for the Next Pandemic

By: Regina E. Herzlinger and Barak D. Richman

The COVID-19 epidemic response has shown that the U.S. is blessed with heroic physicians and other health care providers, researchers, and facilities. But it has also revealed a health care system that was woefully unprepared for the surge of pandemic patients. In the... View Details

Keywords: Hospital; Hospital Management; Hospitals—administration; Health Care; Health Care Industry; Health Care Investment; Health Care Operations; Health Pandemics; Health Care and Treatment; Operations; Performance Improvement; Investment; Health Industry; United States

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2019
Chapter

Behavioral Economics and Health-Care Markets

By: Amitabh Chandra, Benjamin Handel and Joshua Schwartzstein

This chapter summarizes research in behavioral health economics, focusing on insurance markets and product markets in health care. We argue that the prevalence of choice difficulties and biases leading to mistakes in these markets establish a special place for them in... View Details

Keywords: Behavioral Economics; Consumer Behavior; Economics; Health Care and Treatment; Insurance; Markets

October 2021 (Revised May 2023)
Case

Engine No.1: An Impact Investing Firm Engages with ExxonMobil

By: Mark Kramer, Shawn Cole, Vikram S. Gandhi and T. Robert Zochowski

ExxonMobil, the world's fifth largest source of carbon emissions, remained committed to aggressively expanding its oil & gas business despite global warming. During the COVID pandemic this strategy resulted in massive losses as the price and demand for oil declined. ... View Details

Keywords: Carbon Emissions; Global Warming; Impact Investment Funds; Hedge Fund Activism; Leadership Development; Business Model; Renewable Energy; Resource Allocation; Decision Choices and Conditions; Governing and Advisory Boards

September 2007 (Revised November 2007)
Case

Bunge: Food, Fuel, and World Markets

By: Tarun Khanna, Santiago Mingo and Jonathan West

In 2007, Bunge, an agribusiness company, had over $26 billion in worldwide sales and was considered, along with Cargill and Archer Daniels Midland (ADM), one of three very integrated worldwide agribusiness companies. Headquartered in White Plains, NY, the company has... View Details

Keywords: Globalized Firms and Management; Operations; Organizational Design; Situation or Environment; Strategy; Agriculture and Agribusiness Industry; White Plains; Brazil