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10 Oct 2011
Research & Ideas

Retailing Revolution: Category Killers on the Brink

categories) becomes unproductive due to customers migrating to e-tailers. As entire sections of these stores die from online competition, category killers are being pressed to come up with solutions to keep their overall model afloat. The... View Details

Keywords: by Rajiv Lal & Jose B. Alvarez; Retail

Article

Understanding the Advice of Commissions-Motivated Agents: Evidence from the Indian Life Insurance Market

By: Santosh Anagol, Shawn Cole and Shayak Sarkar

We conduct a series of field experiments to evaluate the quality of advice provided by life insurance agents in India. Agents overwhelmingly recommend unsuitable, strictly dominated products, which provide high commissions to the agent. Agents cater to the beliefs of... View Details

Keywords: Advice; Customers; Insurance; Service Operations; Motivation and Incentives; Ethics; India

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November 2018 (Revised June 2022)
Teaching Note

AirFox (A): Embracing the Blockchain and an ICO

By: Jeffrey J. Bussgang and Nathaniel Schwalb

Teaching Note for HBS No. 818-097. In summer 2017, Victor Santos, CEO of AirFox, considered whether to pivot his startup towards a new product built with blockchain—a quickly growing technology at the time. AirFox was an early stage startup that sold... View Details

Keywords: Blockchain; Cryptocurrency; Initial Coin Offering; ICO; Business Startups; Finance; Currency; Strategy; Decision Making; United States

December 2016
Article

Corporate Sponsorship in Culture—A Case of Collaborative Marketing by a Global Bank and a Major Art Museum

By: Ragnar Lund and Stephen A. Greyser

This paper examines cultural sponsorship from a partnership perspective. It studies the collaboration between two international institutions, a bank and a museum, and their value co-creation with customers and audiences. This in-depth case study of a sponsorship... View Details

Keywords: Sponsorship; Co-marketing; Partnerships; International Marketing; Arts Marketing; Relationship Marketing; Museums; Resource Integration; Marketing; Partners and Partnerships; Financial Institutions; Arts

12 Feb 2021
News

The Commercial Space Age Is Here

21 Aug 2007
First Look

First Look: August 21, 2007

innovating managers will instead segment their markets by the different jobs that customers might use their products for, their probability of success will be much higher. Understanding the job is much more important than understanding... View Details

Keywords: Martha Lagace

March 2012 (Revised September 2012)
Case

INRIX

By: Lynda M. Applegate and Ryan Johnson

Since its founding in 2004, INRIX, a leading global provider of traffic information and driver services, had received four rounds of financing from leading venture capital (VC) firms and by 2012 had been cash flow positive for the past six quarters. Its founder, Bryan... View Details

Keywords: Entrepreneurship; Leadership; Business Growth and Maturation; Business Exit or Shutdown; Business Startups; Organizational Structure; Mobile and Wireless Technology; Competitive Strategy; Service Industry; Service Industry; Washington (state, US)

December 2007 (Revised May 2009)
Case

Can PACIV (Puerto Rico) Serve European Customers?

Jorge Rodriguez-Gonzalez, PACIV's (Puerto Rico) founding CEO, is considering expanding PACIV's pharmaceutical manufacturing compliance services company to the U.K. and Europe. He has to decide whether to hire Wayne Snelgrove and how to define the scope of his... View Details

Keywords: Customer Focus and Relationships; Entrepreneurship; Cross-Cultural and Cross-Border Issues; Global Strategy; Service Industry; Service Industry; Europe; United Kingdom; Puerto Rico

January 2021 (Revised July 2022)
Case

Snapp: Scaling Under Sanctions in Iran (A)

By: Meg Rithmire and Gamze Yucaoglu

The case opens in November 2019 as Eyad Alkassar and Mahmoud Fouz, co-founders of Iran’s first and leading ride-hailing platform, Snapp, find out about Apple’s and Google’s decisions to remove all Iranian apps from their respective application stores.
The case... View Details

Keywords: Sanctions; Change Management; Disruption; Volatility; Decision Choices and Conditions; Cross-Cultural and Cross-Border Issues; Government and Politics; International Relations; National Security; Risk Management; Crisis Management; Transportation Industry; Iran; Middle East

September 2004 (Revised December 2004)
Case

Metso Paper: Globalization of Finnish Metal Workshops

By: Lynda M. Applegate, Marikka Heikkila and Kalle Lyytinen

Metso Paper, the world's largest producer of paper machines, aims to transform itself into a knowledge- and information-based service and solution provider for the paper industry by aggressively exploiting information technologies. In the fall of 2002, Jorma Hujala, a... View Details

Keywords: Production; Customer Value and Value Chain; Information Technology; Corporate Strategy; Knowledge Management; Machinery and Machining; Expansion; Service Delivery; Manufacturing Industry; Pulp and Paper Industry; Finland

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December 1997 (Revised May 1998)
Case

CUC and HFS: Corporate Identity for a "Merger of Equals"

By: Stephen A. Greyser and Robert J. Crawford

In the wake of a major $20 billion market capitalization "merger of equals," two large consumer service firms must determine a new name for the new entity. Neither CUC nor HFS is well known among consumers. The CUC Services (e.g., shopping, travel, credit card... View Details

Keywords: Mergers and Acquisitions; Capital; Brands and Branding; Identity; Customization and Personalization; Value; Service Industry

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02 Feb 2018
Working Paper Summaries

Last Place Aversion in Queues

Keywords: by Ryan W. Buell; Retail

June 2022
Teaching Note

Bespoken Spirits: Disrupting Distilling

By: Benjamin C. Esty and Daniel Fisher

Teaching Note for HBS Case No. 721-419. On October 7, 2020, Bespoken Spirits publicly announced it had received $2.6 million of seed funding for its “sustainable maturation process,” a process that could produce award-winning whiskeys in just days rather than years... View Details

Keywords: B2B Vs. B2C; Technological Innovation; Business Startups; Cost Management; Business Model; Service Industry; Service Industry; Service Industry

March 2010
Article

I'll Have the Ice Cream Soon and the Vegetables Later: A Study of Online Grocery Purchases and Order Lead Time

By: Katherine L. Milkman, Todd Rogers and Max Bazerman

How do decisions made for tomorrow or two days in the future differ from decisions made for several days in the future? We use data from an online grocer to address this question. In general, we find that as the delay between order completion and delivery increases,... View Details

Keywords: Time Management; Service Delivery; Internet and the Web; Decisions; Customers; Retail Industry

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October 1997 (Revised May 1998)
Supplement

Asda (B)

By: Michael Beer and James Weber

Describes Archie Norman's efforts over a five-year period to turn around the company by regaining financial control, delivering management, creating experimental projects where individuals felt free to innovate, instituting a back-to-roots strategy that put customers... View Details

Keywords: Change Management; Customer Relationship Management; Governance Controls; Innovation and Invention; Management; Service Delivery; Organizational Culture; Strategy; Food and Beverage Industry; Retail Industry

October 1996 (Revised April 1998)
Case

Mobil USM&R (D): Gasoline Marketing

By: Robert S. Kaplan

Mobil US Marketing & Refining has shifted from a centralized staff-driven organization to decentralized business-units. Staff functions now must negotiate service agreements with a buyer's committee consisting of representatives from the profit-center business units.... View Details

Keywords: Balanced Scorecard; Management Teams; Human Resources; Agreements and Arrangements; Organizational Change and Adaptation; Customers; Situation or Environment; Business Units; Energy Industry; Mining Industry; United States

January – February 2008
Article

Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance

By: Zeynep Ton and Robert S. Huckman

We examine the impact of employee turnover on operating performance in settings that require high levels of knowledge exploitation. Using 48 months of turnover data from U.S. stores of a major retail chain, we find that, on average, employee turnover is associated with... View Details

Keywords: Customer Focus and Relationships; Governance Compliance; Retention; Standards; Service Operations; Business Processes; Retail Industry; United States

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February 2019
Teaching Note

Talent@Tencent

By: Tarun Khanna

Late in 2016, two senior human resources (HR) executives at Tencent Holdings (Tencent), China’s leading Internet services firm, are assessing the effectiveness of the company’s talent management practices in responding to Tencent’s sustained hypergrowth. Over the... View Details

Keywords: Talent and Talent Management; Employees; Retention; Entrepreneurship; Employee Relationship Management; Web Services Industry; China

November 1995 (Revised March 2004)
Case

Massachusetts General Hospital: CABG Surgery (A)

By: Steven C. Wheelwright and James Weber

A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided. View Details

Keywords: Health Care and Treatment; Medical Specialties; Business Processes; Mission and Purpose; Product Positioning; Product Marketing; Management Practices and Processes; Customer Satisfaction; Service Delivery; Service Operations; Fair Value Accounting; Ethics; Pharmaceutical Industry; Health Industry; Massachusetts

29 Oct 2000
Research & Ideas

Building a Powerful Prestige Brand

committed. Even if they had wanted to sell in chain stores, the Lauders could not afford the large sales force necessary to service such outlets. Because she wanted to reach women who did not necessarily have much experience with makeup,... View Details

Keywords: by Nancy F. Koehn; Beauty & Cosmetics; Consumer Products; Retail

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