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August 2000 (Revised September 2005)
Case

Omnitel Pronto Italia

By: Rajiv Lal, Carin-Isabel Knoop and Suma Raju

Describes the situation faced by Omnitel soon after launching its mobile telecommunication services in Italy in December 1995. Competing against the Italian monopoly, TIM, Omnitel had positioned its services to be better on the quality dimension. However, sales were... View Details

Keywords: Customer Satisfaction; Marketing Channels; Marketing Strategy; Product Positioning; Market Entry and Exit; Product Development; Sales; Competition; Segmentation; Value Creation; Telecommunications Industry; Italy

September 2020 (Revised June 2021)
Supplement

Eaton Corporation: Portfolio Transformation and The Cost of Capital

By: Benjamin C. Esty, 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

10 Apr 2013
Research & Ideas

Learning Curve: Making the Most of Outsourcing

Radiologist Some parts of the teleradiology model closely resemble outsourcing in industries like electronics, business processes, or software development. The health-care customer—typically a hospital—sees the need for a View Details

Keywords: by Paul Guttry; Health

May 2004 (Revised March 2005)
Case

Instant Messaging

By: David B. Yoffie and Deborah Freier

Explores the usage and technology of instant messaging (IM). IM enables two or more users to communicate almost instantaneously over the Internet with short, private text messages. Most IM service providers chose to remain proprietary and, therefore, a user of most IM... View Details

Keywords: Network Effects; Standards; Communication Technology; Mobile and Wireless Technology; Internet and the Web; Web Services Industry

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April 2009 (Revised June 2010)
Case

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

By: V.G. Narayanan and Lisa Brem

Virginia Mason Medical Center (VM) hired Owens & Minor (O&M) as its alpha vendor for medical/surgical supplies in 2004. By 2005, O&M was performing Just-in-Time and Low Unit of Measure services for VM, but they believed the pricing model in the industry was outdated.... View Details

Keywords: Activity Based Costing and Management; Price; Distribution; Supply Chain Management; Medical Devices and Supplies Industry

19 Nov 2019
Op-Ed

Gender Bias Complaints against Apple Card Signal a Dark Side to Fintech

fiasco is not going to be an isolated incident—it’s the canary in the coal mine for the financial services industry and regulators playing catch up to the implications of the fintech revolution. For all the... View Details

Keywords: by Karen G. Mills; Financial Services

28 Sep 2015
Research & Ideas

Six Lessons from Mobile Money Ventures in Developing Countries

In many emerging economies, the need to give people in poverty better access to financial services seems obvious. The mobile phone is a perfect vehicle, given their widespread adoption, even among the financially less well off. Designing... View Details

Keywords: by Dina Gerdeman; Financial Services; Financial Services

July 1999 (Revised November 1999)
Case

Northwest Airlines and the Detroit Snowstorm (A)

Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved. View Details

Keywords: Service Delivery; Failure; Air Transportation Industry; Air Transportation Industry

October 2019 (Revised August 2020)
Case

The Predictive Index

By: Lynda M. Applegate and James Weber

Mike Zani and Daniel Muzquiz needed to decide next steps to create a new category in the human resources consulting industry and scale their company.
Zani and Muzquiz, serial entrepreneurs, acquired Predictive Index in 2014. Previously, as clients of the... View Details

Keywords: Human Resources; Selection and Staffing; Talent and Talent Management; Recruitment; Corporate Entrepreneurship; Venture Capital; Change Management; Disruptive Innovation; Digital Platforms; Growth and Development Strategy; Consulting Industry; Service Industry; United States

February 2000 (Revised April 2003)
Case

InSite Marketing Technology (A)

By: Lynda M. Applegate, Genevieve J.S. Feraud and Sheila L Marcelo

Introduces students to products and services that improve customers' online shopping experience. Also discusses the challenges of marketing new product concepts and finding funding for start-up ventures. View Details

Keywords: Customer Focus and Relationships; Financing and Loans; Technological Innovation; Business or Company Management; Marketing Strategy; Product Launch; Service Delivery; Competitive Strategy; Competitive Advantage; Service Industry; Service Industry

October 2023
Case

Hey Jane: Delivering Abortion Pills to the Doorstep

By: Rembrand Koning, Geraldine Pena-Galea and Sarah Mehta

This case tells the story of Hey Jane, a telehealth clinic founded in 2020 that provides virtual medication abortion services to eligible patients in nine U.S. states. By January 2023, the company had served more than 20,000 patients and raised nearly $10 million in... View Details

Keywords: Operations; Business Startups; Health Care and Treatment; Growth and Development Strategy; Health Industry; Health Industry; United States

January 1999 (Revised March 2000)
Case

ZEFER: November 1998

By: Paul A. Gompers

ZEFER, a young Internet professional service firm, is considering its expansion options. Organic growth versus growth by acquisition is a central theme. The firm's financing strategy will be determined by its business strategy. View Details

Keywords: Acquisition; Financial Strategy; Service Operations; Business Strategy; Expansion; Internet; Service Industry

June 2015 (Revised February 2017)
Case

Uber and Stakeholders: Managing a New Way of Riding

By: Rosabeth Moss Kanter and Daniel Fox

By 2015, technological innovations—the smartphone and the advanced data connectivity that enabled it—created new opportunities for people to move around cities quickly and conveniently without owning a car, via car-sharing services like Zipcar or new ride-sharing... View Details

Keywords: Uber; Ride-sharing; Sharing Economy; Transportation Network Company; Leadership And Change Management; Stakeholder Management; Managing Change; Leadership; Regulation; Smartphones; Web-enabled Application; Disruptive Technology; Startup Management; Entrepreneurship; Business and Stakeholder Relations; Transportation; Mobile Technology; Transportation Industry; Transportation Industry

2015
Working Paper

Mobile Money Services—Design and Development for Financial Inclusion

By: Rajiv Lal and Ishan Sachdev

Mobile money services are being deployed rapidly across emerging markets as a key tool to further the goal of financial inclusion. Financial inclusion, the development of novel methods to enable individuals at the base of the pyramid to access formal financial services... View Details

Keywords: Social Marketing; Poverty; Emerging Markets; Product Launch; Economic Growth; Financial Services Industry

Article

Innovation Contests for High-Tech Procurement

By: Jin Hyun Paik, Martin Scholl, Rinat A. Sergeev, Steven Randazzo and Karim R. Lakhani

Innovation managers rarely use crowdsourcing as an innovative instrument despite extensive academic and theoretical research. The lack of tools available to compare and measure crowdsourcing, specifically contests, against traditional methods of procuring goods and... View Details

Keywords: Open Innovation; Contests; Crowdsourcing; Nasa; Evaluation; Acquisition; Information Technology; Innovation and Invention; Performance Evaluation; Framework

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March 2003 (Revised October 2003)
Case

Campbell Soup Company: Transforming for the 21st Century

By: Lynda M. Applegate and Jamie Ladge

In July 2001, Campbell Soup's newly appointed CEO, Douglas R. Conant, addressed a group of Wall Street analysts and unveiled his plan to kick-start growth. His plan called for organizational renewal and revitalization, redesign of core customer-facing processes... View Details

Keywords: Customer Focus and Relationships; Entrepreneurship; Growth and Development Strategy; Marketing Strategy; Product Marketing; Industry Structures; Production; Supply Chain Management; Competition; Competitive Strategy; Consumer Products Industry; Consumer Products Industry; United States

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Forthcoming
Book

Innovating in Healthcare: Creating Breakthrough Tech, Services, Drugs, Products, and Business Models

By: Regina E. Herzlinger

Innovating in Healthcare offers effective approaches for designing, reworking, and implementing innovative healthcare services, products, and business models. It will help anyone working in healthcare service or product development, from hospitals to startups,... View Details

Keywords: Health Care and Treatment; Service Delivery; Product Development; Business Model; Innovation and Invention; Health Industry

January 2005 (Revised August 2007)
Exercise

Letter Writing Exercise

By: Frances X. Frei and Hanna Rodriguez-Farrar

Provides an opportunity for students to experience first-hand how service companies respond to customer feedback. The corresponding module note further describes the exercise. View Details

Keywords: Customer Focus and Relationships; Communication; Service Industry

March 2012
Article

How to Make Finance Work

By: Robin Greenwood and David S. Scharfstein

Once a sleepy old boys' club, the U.S. financial sector is now a dynamic and growing business that attracts the best and the brightest. It is tempting to declare the industry a roaring success. But its purpose is to serve the needs of U.S. households and firms, and by... View Details

Keywords: Business Ventures; Value; Competitive Advantage; Investment; Performance Evaluation; Household; Financial Crisis; Finance; Financial Services Industry; United States

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30 Sep 2008
First Look

First Look: September 30, 2008

and service quality. Using longitudinal data from stores of a large retailer, I find that increasing the amount of labor at a store is associated with an increase in profitability through its impact on conformance quality but not its... View Details

Keywords: Martha Lagace

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