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  • March 2011 (Revised June 2011)
  • Case

QuikTrip

QuikTrip, a large convenience store chain with over 500 stores, was known for its outstanding labor practices and fast, reliable, and friendly customer service. In November 2010, the CEO Chet Cadieux, had to decide how many new locations to open when QuikTrip entered a... View Details
Keywords: Customer Focus and Relationships; Employees; Growth and Development Strategy; Logistics; Service Delivery; Performance Effectiveness; Expansion; Retail Industry; United States
Related
  • 03 Dec 2014
  • HBS Seminar

Ginger Jin, University of Maryland

  • October 2013 (Revised January 2016)
  • Case

J.C. Penney's 'Fair and Square' Strategy (Abridged)

By: Elie Ofek and Jill Avery
As he gets ready to release 2nd quarter 2012 results, Ron Johnson, the new CEO of department store J.C. Penney, is reconsidering the dramatic changes he initiated for the business model and brand image of his company. A new pricing scheme he put in place in February,... View Details
Keywords: Business Model; Change Management; Marketing Strategy; Price; Consumer Behavior; Decision Making; Management Teams; Brands and Branding; Retail Industry; United States
Related
  • 20 Jan 2015
  • First Look

First Look: January 20

and follow through on a goal and not related to impulsivity, suggesting that some children are poorer at holding the norm in mind and following through on enacting it. We discuss the implications of these results for education and programs that View Details
Keywords: Sean Silverthorne
  • 27 Aug 2019
  • Blog Post

Meet the PRIDE Club

promoting understanding of the queer experience, we will increase acceptance and advance our equality as business leaders.  Meet the PRIDE Executive Leadership Team Co-President, Daniel Hall (he/him/his)  Dan is a former U.S. Army... View Details
  • February 2025
  • Article

Improving Customer Compatibility with Tradeoff Transparency

By: Ryan W. Buell and MoonSoo Choi
Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run... View Details
Keywords: Transparency; Customer Selection; Customer Compatibility; Retention; Service Operations; Service Delivery; Marketing Strategy; Marketing Communications; Customer Focus and Relationships; Customer Satisfaction; Banking Industry; Australia
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  • 2025
  • Working Paper

The Hidden Costs of Flexible Labor Models: How Working Multiple Jobs Affects Employees

By: Paige Tsai and Ryan W. Buell
As operations increasingly rely upon flexible labor models—such as gig, part-time, and remote work—it has become commonplace for individuals to work multiple jobs. Across three studies, relying on a combination of transaction-level data from 90,548 customers of a... View Details
Keywords: Behavioral Operations; Employee Behavior; Job Design; Sustainable Operations; Wellbeing; Job Design and Levels; Personal Finance; Well-being; Happiness; Satisfaction; Wages
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    Tatiana Sandino

    Tatiana Sandino is the Arthur Lowes Dickinson Professor of Business Administration in the Accounting and Management Unit, most recently teaching and undertaking the role of course head for the required first-year MBA course Financial Reporting and Control. She has... View Details

    Keywords: retailing; retailing
    • Web

    Faculty & Research

    examines the short-run impact of the 2025 U.S. tariffs on consumer prices using a unique integration of high-frequency retail pricing data, product-level country-of-origin information, and detailed tariff classifications. By linking daily... View Details
    • November 2012
    • Teaching Note

    Groupon (TN)

    By: Sunil Gupta, Ray Weaver and Yien Hao Lock
    On November 4, 2011, Groupon, a marketing services company that promoted local businesses by selling deeply discounted vouchers for their products and services, completed its initial public offering that valued the company at $17 billion. Within a year Groupon's share... View Details
    Keywords: Social Networking; Media; Technology; Strategy; Business Growth and Maturation; Marketing Strategy; Marketing; Internet and the Web; Social Media; Retail Industry; Retail Industry; Retail Industry; North America; United States
    Related

      The Hidden Costs of Flexible Labor Models: How Working Multiple Jobs Affects Employees

      As operations increasingly rely upon flexible labor models — such as gig, part-time, and remote work — it has become commonplace for individuals to work multiple jobs. Across three studies, relying on a combination of... View Details

      • November 1993 (Revised March 1995)
      • Case

      Marsh Supermarkets, Inc. (A): The Marsh Super Study

      In response to recent trends in grocery retailing, Marsh Supermarkets has completed an intensive 65-week study of the activity at 5 superstores in the midwest United States. The study tracked the sales, profits, space, and promotion dynamics of the entire store: dry... View Details
      Keywords: Marketing Strategy; Analysis; Consumer Behavior; Retail Industry
      Related

        Jill J. Avery

        Dr. Jill Avery is a Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the marketing unit at Harvard Business School. She is a respected authority on branding and brand management, customer relationship... View Details

        Keywords: retailing; retailing; retailing; retailing; retailing; retailing; retailing; retailing; retailing
        • Research Summary

        Management Control Systems in Multiunit Companies

        By: Tatiana Sandino

        Professor Sandino conducts research on early-stage multiunit companies that introduce management control systems to help maintain operations, as well as company culture, as they grow, but also to enable adaptation to the different markets that they serve. Building... View Details

        • 13 Sep 2012
        • Working Paper Summaries

        Entrepreneurship in the Natural Food and Beauty Categories Before 2000: Global Visions and Local Expressions

        Keywords: by Geoffrey Jones; Beauty & Cosmetics; Food & Beverage
        • 13 Mar 2018
        • First Look

        March 13, 2018

        February 2018 Management Science Laboratory Evidence on the Effects of Sponsorship on the Competitive Preferences of Men and Women By: Baldiga, Nancy R., and Katherine Baldiga Coffman Abstract—Sponsorship programs have been proposed as one way to View Details
        Keywords: Sean Silverthorne
        • 08 Jun 2009
        • Research & Ideas

        The Return of the Salesman

        address: that salespeople promoted innovations; that they acted as brokers of information; and that their activities "embodied the spirit of capitalism in popular culture." Could you elaborate on the importance of these themes? A: In the... View Details
        Keywords: by Sean Silverthorne; Retail
        • 10 Jan 2011
        • Research & Ideas

        Is Groupon Good for Retailers?

        anticipation of offering discounts and the possibility of consumers buying multiple discount vouchers. By demonstrating the importance of these factors, and exploring the relationship between these factors, we hope to help retailers... View Details
        Keywords: by Carmen Nobel; Advertising; Technology
        • 01 Aug 2006
        • First Look

        First Look: August 1, 2006

        vital area. Download working paper: http://www.hbs.edu/research/pdf/06-060.pdf   Cases & Course MaterialsBig Bazaar Harvard Business School Case 606-099 Describes a high-growth Indian retailer, Pantaloon Retail (India) Ltd., and two... View Details
        Keywords: Sean Silverthorne

          Rosabeth M. Kanter

          Rosabeth Moss Kanter holds the Ernest L. Arbuckle Professorship at Harvard Business School, specializing in strategy, innovation, and leadership for change. Her strategic and practical insights guide leaders worldwide through teaching, writing, and direct... View Details

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