Publications

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02 May 2000
Research & Ideas

Leading Professional Service Firms

but the core components remain extremely effective. The curriculum resonates strongly with course participants because it deals with exactly the kinds of issues professional service firm leaders face daily. As in View Details

Keywords: Re: Jay W. Lorsch; Service; Service; Service

September 1991
Case

All American Pipeline

By: Timothy A. Luehrman

Goodyear is nearing its first major capital commitments for the largest investment project in its history, the All American Pipeline. The pipeline will transport heavy crude oil from California to Texas. It is the centerpiece of a major program by Goodyear to diversify... View Details

Keywords: Capital; Financial Strategy; Business Startups; Diversification; Valuation; Standards; Supply Chain; Resource Allocation; Cash Flow; Mining Industry; California; Texas

01 Dec 2017
News

2017 in Finance: Helping Consumers Improve Their Financial Life

same from financial services firms. However, consumers understandably have a different bar when it comes to shopping online for clothes versus picking the financial product... View Details

Keywords: Omer Ismail (MBA 2007), chief commercial officer, Marcus by Goldman Sachs, the firm’s digital consumer financial services business; Finance

May 2019
Article

Corporate Debt, Firm Size and Financial Fragility in Emerging Markets

By: Laura Alfaro, Gonzalo Asis, Anusha Chari and Ugo Panizza

The post-Global Financial Crisis period shows a surge in corporate leverage in emerging markets and a number of countries with deteriorated corporate financial fragility indicators (Altman’s Z-score). Firm size plays a critical role in the relationship between... View Details

Keywords: Corporate Debt; Firm Size; Financial Fragility; Emerging Market; Organizations; Borrowing and Debt; Financial Condition; Emerging Markets; System Shocks

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28 May 2019
News

Cure All

How would you advise them? Leemore Dafny: What I’d say is something that holds true in most health care service markets in the United States: You should think about what market position you occupy, how it is differentiated from others’,... View Details

Keywords: Hospitals; Health, Social Assistance

01 Oct 2002
News

All Aboard

no-nonsense manager.” “When I get called, it's generally because there's an operational or financial problem, and people have decided it's time to cease talking about it and do something,” he told the Associated Press (June 19, 2002).... View Details

01 Sep 2012
News

All Smiles

Recent Doctoral graduates returned to campus in April to discuss their research and enjoy socializing at Young Alumni Research Day (see story below). From left, Marco Bertini (DBA 2006), Raj Choudhury (DBA 2010), Saikat Chaudhuri (DBA 2004), Amanda Cowen (MBA 2003, DBA... View Details

Keywords: Educational Services; Educational Services

February 2003 (Revised June 2003)
Case

Interface's Evergreen Services Agreement

In an attempt to reduce its ecological footprint, Interface Americas, a leading manufacturer of commercial carpet tile, has launched the Evergreen Services Agreement (ESA)--a lease agreement that provides would-be carpet purchasers with comprehensive floor-covering... View Details

Keywords: Business Model; Product; Environmental Sustainability; Innovation and Invention; Leasing; Consumer Products Industry; Houston

June 2014 (Revised January 2017)
Case

YAAS's Service Center

By: Brian Hall and Sara del Nido

This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is... View Details

Keywords: Compensation; Emotions; Values; Compensation and Benefits; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Service Industry; Service Industry; Kuwait; Middle East

June 2024
Supplement

Pal's Sudden Service (B)

By: Gary P. Pisano, Francesca Gino and Ruth Page

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.

Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details

Keywords: Growth and Development Strategy; Organizational Culture; Motivation and Incentives; Service Operations; Service Industry; Service Industry

1980
Chapter

Measuring Consumer Satisfaction and Complaint Behavior: A Study of Financial Services and Insurance

By: J. Quelch and S. Ash

January 2004 (Revised February 2006)
Case

Raymond James Financial

Raymond James Financial (RJF) currently sells financial services through two channels. It is considering adding a third in the "middle" of the other two. The current strategy has one channel with employees and another with independent contractors. These attract very... View Details

Keywords: Organizational Change and Adaptation; Salesforce Management; Marketing; Distribution Channels; Human Resources; Financial Services Industry; Financial Services Industry

May 1998
Case

Octane Service Station

By: David F. Hawkins

The owner of a gas station must prepare financial statements. View Details

Keywords: Practice; Financial Statements

June 2014 (Revised January 2017)
Supplement

YAAS's Service Center (B)

By: Brian Hall and Sara del Nido

This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is... View Details

Keywords: Compensation; Emotions; Values; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Service Industry; Service Industry; Kuwait; Middle East

March 2022
Case

In Data We Trust: Be Mobile Africa and Furthering Financial Inclusion Across the African Continent

By: Lauren Cohen, Grace Headinger and Pierre Marchesseault

To Cédric Jeannot, leveraging technology to promote financial inclusion was personal. After no established financial institution would accept his technology platform to lower transaction costs for free, Jeannot launched FinTech company Be Mobile Africa in May 2020.... View Details

Keywords: Finance; Fintech; Emerging Market; Fundraising; Financial Inclusion; Strategy; Expansion; Management; Entrepreneurship; Personal Finance; Corporate Social Responsibility and Impact; Growth and Development Strategy; Financial Services Industry; Financial Services Industry; Africa; Togo; Nigeria; Ghana

March 1996 (Revised July 1996)
Case

Service Corporation International

By: Benjamin C. Esty and Craig F Schreiber

The CFO of a high-growth company in the low-growth and fragmented funeral services industry must decide how to optimize capital structure and earnings growth while maximizing the company's market value. View Details

Keywords: Financial Management; Value Creation; Business Growth and Maturation; Consolidation; Industry Growth; Capital Structure; Expansion; Service Industry; United States; North and Central America

01 Jun 2003
News

Against All Odds

never accomplished by any other European country, despite 150 years of trying). If it sounds almost as difficult as bringing a profitable drug to market, maybe that’s why Ernesto Bertarelli (MBA ’93), CEO of the Swiss biotech company Serono International, was equal to... View Details

Keywords: America's Cup; Performing Arts, Spectator Sports, and Related Industries; Arts, Entertainment

February 2003 (Revised March 2007)
Case

Safe to Say at Prudential Financial

By: Amy C. Edmondson and Corey B. Hajim

The CEO initiated a cultural change process at Prudential Financial to support a major business reorientation. Prudential, historically a privately held ("mutual") insurance company, went public in 2001. The cultural change was intended to prepare the organization to... View Details

Keywords: Growth and Development Strategy; Risk and Uncertainty; Private Ownership; Going Public; Transformation; Organizational Culture