Publications

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01 Dec 2011
News

Reimagining the MBA

Issue Focus: Leadership Illustration by Craig Frazier What HBS Learned from West Point The Evolving Case Method Issue Focus Li & Fung's Global Footprint Making the Leadership Case Related Faculty Research What Top Scholars Say about... View Details

Keywords: Roger Thompson; FIELD program; Colleges, Universities, and Professional Schools; Educational Services

August 2016 (Revised July 2017)
Case

Singapore Airlines: Premium Goes Multi-Brand

By: Rohit Deshpande and Dawn H. Lau

Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of competition, from the rapid growth of Southeast Asian low-cost carriers on the one hand, to the expansion of premium... View Details

Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore

July 2003 (Revised April 2011)
Case

Singapore Airlines: Customer Service Innovation

By: Rohit Deshpande and Hal Hogan

The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details

Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore

April 2006
Case

Nutricia Middle East: Measuring Sales Force Effectiveness

Nutricia's Middle East and African region is transitioning from a trading to a customer focus. CEO Ernest Vandenbussche must decide how to market infant milk formula most effectively in a region where the information environment is much less rich than in other... View Details

Keywords: Management Teams; Salesforce Management; Customer Relationship Management; Emerging Markets; Nutrition; Performance Effectiveness; Business Strategy; Commercialization; Health Industry; Middle East; Africa

Web

Carrie Ruh Archives | Social Enterprise

Filter Results: (1) Submit Author Types Alumni HBS Staff SE Practitioners SEI Faculty SEI Team Students Topics Alumni for Impact Alumni Programs Arts Business for Social Impact Business School Executive Education Faculty Research Future... View Details

Web

Corporate Finance: Corporate Financial Operations (CFO) - Course Catalog

Course Content and Organization As a consequence of differences in perspectives, finance leaders and other operators often fail to collaborate effectively. Finance teams focus on the value implications of... View Details

Web

Alex Huang Archives | Social Enterprise

Curriculum Social Enterprise Student Club Social Entrepreneurship Summer Fellows Technology for Good Transformative Impact Tri-Sector Impact 1 Results Harbus Foundation Awards $60,000 to Local Boston Nonprofits Alex Huang Qi Xu 03 May 2023 On April 20, four View Details

August 2007 (Revised June 2010)
Case

JetBlue Airways: Valentine's Day 2007 (A)

By: Robert S. Huckman, Gary P. Pisano and Virginia Fuller

Describes an operational crisis for JetBlue Airways during an ice storm in the eastern United States in February 2007 and chronicles the airline's immediate response. Provides detail concerning the history of the airline from its founding in 1999 through the February... View Details

Keywords: Customer Relationship Management; Crisis Management; Growth Management; Management Teams; Service Delivery; Air Transportation Industry; Eastern United States

Fast Answer

HBS Course: Private Equity Finance

focus on specific fundraising or investments. VCPE Research Guide A great starting place for research on the venture capital and private equity industry; this guide points to the best resources available to the HBS community Need help?... View Details

01 Jun 2012
News

FIELD 3 Tests Students

In an innovative complement to the case method of instruction, the entire Class of 2013 spent the 15-week Winter Term practicing what they were learning from their required courses as they worked in small teams to build viable... View Details

Keywords: FIELD program

05 May 2003
Research & Ideas

How Bank of America Turned Branches into Service-Development Laboratories

America's Innovation & Development Team quickly realized that it would be very difficult to conduct a diverse array of experiments within the confines of a traditionally designed bank branch. Experiments require frequent changes in... View Details

Keywords: by Stefan Thomke; Banking; Financial Services

2000
Chapter

Strategies of Consumer Group Mobilization

By: Gunnar Trumbull

Keywords: Customer Relationship Management; Consumer Behavior; Marketing Strategy; Groups and Teams