Publications

April 2010 (Revised September 2011)
Case

Supply Chain Partners: Virginia Mason and Owens & Minor (A) (Abridged)

By: V.G. Narayanan and Lisa Brem

Owens & Minor (O&M) performed lean inventory services for Virginia Mason (VM) as its Alpha Vendor, but the outdated industry pricing model created perverse incentives and could not capture O&M's costs. Together, O&M and VM created an activity-based pricing model: Total... View Details

Keywords: Supply Chain Management; Partners and Partnerships; Activity Based Costing and Management; Business Model; Non-Governmental Organizations; Nonprofit Organizations; Motivation and Incentives; Asset Pricing; Cost Accounting; Fair Value Accounting; Medical Devices and Supplies Industry

August 1996 (Revised May 1997)
Case

Delta & Pine Land: Measuring the Value of Transgenic Cotton

By: Ray A. Goldberg and Charlotte A. Tasker

Discusses the joint venture between two companies with different capabilities: 1) technology provider and 2) transportation agent. Discusses how to capture value from joint venture and biotechnology: 1) who are winners and who are losers; 2) how much value can/should... View Details

Keywords: Agribusiness; Joint Ventures; Marketing Strategy; Supply Chain Management; Performance Consistency; Information Technology; Transportation; Valuation; Biotechnology Industry

2008
Book

Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler

Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details

Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation

Fall 2018
Article

The Value of Fit Information in Online Retail: Evidence from a Randomized Field Experiment

By: Santiago Gallino and Antonio Moreno

Online channels generate frictions when selling products with nondigital attributes, such as apparel. Customers may be reluctant to purchase products they have not been able to try on, and those customers who do purchase may return products when they do not fit as... View Details

Keywords: Supply Chain Information; Fit Uncertainty; Online Retail; Randomized Field Experiment; Virtual Fitting Room; Digital Retail; Customization and Personalization; Internet and the Web; Value; Performance Improvement; Apparel and Accessories Industry; Retail Industry

05 Dec 2008
News

New Book Reveals How Customer and Employee Ownership Adds Business Value

March 1995
Case

Procter & Gamble: Improving Consumer Value Through Process Redesign

The evolution of Procter & Gamble's development of efficient consumer response (ECR) involved a series of trials, a resolve to distribute diapers on the basis of product movement, a conscious effort to move to a new means of distribution across all lines, a first cut... View Details

Keywords: Technology; Organizational Change and Adaptation; Customer Value and Value Chain; Consumer Products Industry

March, 2023
Article

Linking Value and Price

By: Frank V. Cespedes

Keywords: Customer Value and Value Chain; Price; Salesforce Management

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07 Mar 2007
Research & Ideas

How Do You Value a “Free” Customer?

Businesspeople understand that not all customers are created equal—the 80-20 rule suggests that over time a small percentage of a company's customer base can generate a high percentage of its sales and profit. Models for calculating customer lifetime View Details

Keywords: by Sarah Jane Gilbert; Web Services

2009
Working Paper

Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings

By: Joseph Rhatigan, Sachin H Jain, Joia S. Mukherjee and Michael E. Porter

The care delivery value chain is a framework that can help conceptualize the organization and structure of care delivery for medical conditions. We apply this framework to HIV/AIDS care in resource-limited settings. Several conclusions arise than can help inform... View Details

Keywords: Customer Value and Value Chain; Framework; Health Care and Treatment; Health Disorders; Service Delivery

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20 Oct 2015
Working Paper Summaries

Internalizing Global Value Chains: A Firm-Level Analysis

Keywords: by Laura Alfaro, Pol Antras, Davin Chor & Paola Conconi

2009
Chapter

Creating Superior Customer Value in a Connected World

By: Ranjay Gulati

"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Consumer Behavior; Product Design; Social and Collaborative Networks; Value Creation

24 Aug 2009
Research & Ideas

SuperCorp: Values as Guidance System

greater contact across the value chain and especially with end users builds the company brand and triggers opportunities for innovation. Rationale for thinking long-term. Sustainability is more than a... View Details

Keywords: by Rosabeth Moss Kanter

October 2018
Article

The Operational Value of Social Media Information

By: Ruomeng Cui, Santiago Gallino, Antonio Moreno and Dennis J. Zhang

While the value of using social media information has been established in multiple business contexts, the field of operations and supply chain management have not yet explored the possibilities it offers in improving firms' operational decisions. This study attempts to... View Details

Keywords: Machine Learning; Information; Sales; Forecasting and Prediction; Social Media

2016
Book

Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

By: Elie Ofek, Eitan Muller and Barak Libai

This book bridges the gap between what academics know, and what innovation stakeholders—from managers, to investors, to analysts, to consumers—need to know about how new products and services are expected to perform in the marketplace. The book develops a compelling... View Details

Keywords: Innovation; Technology Diffusion; New Products; Customer Lifetime Value; Monetization Strategy; Social Influence; Innovation Adoption; Forecasting Demand; Commercialization; Marketing Strategy; Practice; Customer Value and Value Chain; Research; Innovation and Management; Technology Adoption; Forecasting and Prediction; Product Development

September 2011 (Revised February 2013)
Case

Trucost: Valuing Corporate Environmental Impacts

By: Michael W. Toffel and Stephanie van Sice

Trucost provided corporate environmental performance data and analysis to institutional investors and corporate managers, but after operating for a decade had yet to achieve profitability. Trucost was struggling to effectively differentiate its high quality products... View Details

Keywords: Competitive Strategy; Knowledge Use and Leverage; Distribution Channels; Investment; Measurement and Metrics; Corporate Social Responsibility and Impact; Information; Value; Environmental Sustainability; Financial Services Industry

August 2002 (Revised November 2016)
Background Note

Customer Profitability and Lifetime Value

By: Elie Ofek

Introduces the central concepts involved in determining customer lifetime value, with detailed analysis and examples from the realm of direct marketing. Implications for marketing strategy and customer relationship management are briefly discussed. View Details

Keywords: Customer Value and Value Chain; Customer Relationship Management; Customization and Personalization; Product Marketing; Sales; Marketing Strategy; Management Analysis, Tools, and Techniques; Consumer Products Industry

July 2010
Supplement

Marketing Analysis Toolkit: Customer Lifetime Value Analysis (CW)

By: Thomas J. Steenburgh and Jill Avery

Customers are increasingly being viewed as assets that bring value to the firm. Customer lifetime value is a metric which allows managers to understand the overall value of their customer base and relate it to three customer strategies firms employ: asset acquisition -... View Details

Keywords: Competency and Skills; Customer Relationship Management; Customer Value and Value Chain; Decisions; Framework; Management Practices and Processes; Marketing; Marketing Strategy; Strategic Planning; Mathematical Methods; Value

December 2017 (Revised May 2018)
Case

Amazon Buys Whole Foods

By: José B. Alvarez, David Lane and Joni Coughlin

The June 2017 news that e-commerce giant Amazon was paying $13.7 billion for organic supermarket chain Whole Foods precipitated a broad sell-off in the shares of grocery retailers and suppliers. Behind the precipitous declines lay recognition that Amazon’s bold move... View Details

Keywords: Amazon; Whole Foods; Grocery; Grocery Delivery; Mergers ＆ Acquisitions; Business Models; Food Value Chain; Agribusiness; Mergers and Acquisitions; Operations; Competitive Strategy; E-commerce; Agriculture and Agribusiness Industry; Retail Industry; Web Services Industry; Food and Beverage Industry; United States