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  • 06 May 2002
  • Research & Ideas

Profits for Nonprofits: Earning Your Own Way

issues that profit brings to a social service organization. Founded thirty-five years ago, the small, multiservice nonprofit Haley House is a spiritually based community organization that serves... View Details
Keywords: by Martha Lagace
  • December 2004 (Revised April 2006)
  • Case

Managing Diversity at Cityside Financial Services

By: Robin J. Ely and Ingrid Vargas
Cityside Financial Services, a disguised consumer bank, serves both a largely African-American urban community and a more affluent, predominantly white clientele. To match the gender and racial makeup of its staff to that of its customers, Cityside's sales division... View Details
Keywords: Selection and Staffing; Situation or Environment; Race; Employees; Gender; Customer Satisfaction; Diversity; Cross-Cultural and Cross-Border Issues; Banks and Banking; Banking Industry
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Ely, Robin J., and Ingrid Vargas. "Managing Diversity at Cityside Financial Services." Harvard Business School Case 405-047, December 2004. (Revised April 2006.)
  • March 2016
  • Article

To Groupon or Not to Groupon: The Profitability of Deep Discounts

By: Benjamin Edelman, Sonia Jaffe and Scott Duke Kominers
We examine the profitability and implications of online discount vouchers, a relatively new marketing tool that offers consumers large discounts when they prepay for participating firms' goods and services. Within a model of repeat experience good purchase, we examine... View Details
Keywords: Voucher Discounts; Groupon; Experience Goods; Repeat Purchase; Internet and the Web; Marketing Strategy; Marketing Communications
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Edelman, Benjamin, Sonia Jaffe, and Scott Duke Kominers. "To Groupon or Not to Groupon: The Profitability of Deep Discounts." Marketing Letters 27, no. 1 (March 2016): 39–53. (First circulated in June 2011. Featured in Working Knowledge: Is Groupon Good for Retailers? Excerpted in HBR Blogs: To Groupon or Not To Groupon: New Research on Voucher Profitability.)
  • May 2016 (Revised August 2022)
  • Case

RegionFly: Cutting Costs in the Airline Industry

By: Susanna Gallani and Eva Labro
RegionFly is a small, private airline specializing in ultra-premium services. Founded shortly after the "Golden Age of airline travel," RegionFly's financial performance had been strong for several decades. More recently, however, the results have taken a downward... View Details
Keywords: Recession; Downsizing; Profitability; Cost Management; Profit; Luxury; Competitive Strategy; Mergers and Acquisitions; Business Divisions; Logistics; Decision Making; Strategic Planning; Air Transportation Industry
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Gallani, Susanna, and Eva Labro. "RegionFly: Cutting Costs in the Airline Industry." Harvard Business School Case 116-047, May 2016. (Revised August 2022.)
  • January–February 2018
  • Article

Inclusive Growth: Profitable Strategies for Tackling Poverty and Inequality

By: Robert S. Kaplan, George Serafeim and Eduardo Tugendhat
More than a billion people in the developing world remain in extreme poverty and outside the formal economy. Traditional CSR programs have done little to alleviate the situation and rarely produce transformative change.
Instead of trying to fix local problems,... View Details
Keywords: Inclusive Growth; Sustainability; Social Impact; Business Strategy; Shared Value; Impact Investing; Inequality; Corporate Governance; Balanced Scorecard; Strategy Execution; Economic Growth; Developing Countries and Economies; Poverty; Equality and Inequality; Corporate Social Responsibility and Impact; Strategy; Investment
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Kaplan, Robert S., George Serafeim, and Eduardo Tugendhat. "Inclusive Growth: Profitable Strategies for Tackling Poverty and Inequality." Harvard Business Review 96, no. 1 (January–February 2018): 127–133.
  • March 2007
  • Teaching Note

Understanding Customer Profitability at Charles Schwab (TN)

By: Francisco de Asis Martinez-Jerez
Teaching note to 106002. View Details
Keywords: Customers; Profit; Organizational Change and Adaptation; Organizational Culture; Decision Making; Cost; System; Transformation; Budgets and Budgeting; Performance Evaluation; Financial Services Industry; Financial Services Industry
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Martinez-Jerez, Francisco de Asis. "Understanding Customer Profitability at Charles Schwab (TN)." Harvard Business School Teaching Note 107-065, March 2007.
  • September 2010 (Revised January 2012)
  • Case

Emergia: Driving Profitability on Help Desk Contracts

Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry
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Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
  • October 1998 (Revised December 1999)
  • Case

Lockheed Martin IMS: Making a Contribution and a Profit

By: Rosabeth M. Kanter and Courtney Purrington
Examines Lockheed Martin's attempt to move from its traditional reliance on defense/aerospace contracts into providing outsourced government services in the social sector. The protagonist reflects on the past 24 years of rapid growth in the company and the myriad... View Details
Keywords: Social Enterprise; Partners and Partnerships; Diversification; Performance Effectiveness; Job Cuts and Outsourcing; Welfare; Private Ownership; Public Ownership; Privatization; Strategic Planning; United States
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Kanter, Rosabeth M., and Courtney Purrington. "Lockheed Martin IMS: Making a Contribution and a Profit." Harvard Business School Case 399-018, October 1998. (Revised December 1999.)
  • 14 Nov 2013
  • Working Paper Summaries

What Shapes the Gatekeepers? Evidence from Global Supply Chain Auditors

Keywords: by Jodi L. Short, Michael W. Toffel & Andrea Hugill; Financial Services; Financial Services
  • Research Summary

Profitable Souls: Foreign Investment and the Fate of Human Rights

By: Debora L. Spar
This is a project about foreign investment, about what happens when big multinational firms invest in small, poor, and often nasty places. Typically, most observers assume that this is a largely negative relationship: that multinationals exploit the local population,... View Details
  • November 1999 (Revised July 2001)
  • Case

New Profit Inc.: Governing the Nonprofit Enterprise

By: Robert S. Kaplan
New Profit, Inc. (NPI) is an innovative venture philanthropy fund. Founded by social entrepreneur Venessa Kirsch, NPI intends to raise large donations from individuals who wish to invest in nonprofit enterprises that could have a significant social impact and the... View Details
Keywords: Balanced Scorecard; Nonprofit Organizations; Venture Capital; Social Entrepreneurship; Corporate Governance; Performance Evaluation; Financial Statements; Philanthropy and Charitable Giving; Service Industry
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Kaplan, Robert S. "New Profit Inc.: Governing the Nonprofit Enterprise." Harvard Business School Case 100-052, November 1999. (Revised July 2001.)
  • 2025
  • Working Paper

Blockchain-Induced Supply Chain Transparency and Firm Performance: The Role of Capacity Utilization

By: ShinWoo Lee Lee, Jedson Pinto, Daniel Rabetti and Gil Sadka
This study empirically investigates how blockchain adoption affects firm profitability. Employing a quasi-experimental design triggered by regulatory changes across the United States, we provide novel empirical evidence to recent theory, proposing that blockchain... View Details
Keywords: Blockchain; Supply Chain; Technology Adoption; Profit; Governing Rules, Regulations, and Reforms; United States
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Lee, ShinWoo Lee, Jedson Pinto, Daniel Rabetti, and Gil Sadka. "Blockchain-Induced Supply Chain Transparency and Firm Performance: The Role of Capacity Utilization." Working Paper, February 2025.
  • January 2003 (Revised March 2005)
  • Case

Planning in Professional Service Firms

By: Ashish Nanda
In this case, four consultants discuss business planning issues that they are each having within their respective consulting firms. The case addresses how professional compensation, project staffing, hours worked, overhead costs, and billing rates impact profitability. View Details
Keywords: Business or Company Management; Strategic Planning; Profit; Consulting Industry
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Nanda, Ashish, and Kelley Elizabeth Morrell. "Planning in Professional Service Firms." Harvard Business School Case 903-085, January 2003. (Revised March 2005.)
  • 06 Jul 2020
  • Research & Ideas

The Right Way to Manage Customer Churn for Maximum Profit

responsiveness seems to have an even bigger impact on profitability,” Gupta says. Don’t change customers, change algorithms Applying both factors to data from a European television service company, for example, the researchers were able... View Details
Keywords: by Michael Blanding; Service; Service; Service
  • October 2017
  • Case

Still Leading (B1): Hon. Bob McDonald – Profiting from Purpose

By: Rosabeth Moss Kanter and Marcus Millen
Robert (Bob) A. McDonald just completed his service as the 8th United States Secretary of Veterans Affairs (VA), successfully leading the beginnings of a transformation for one of the nation’s most scrutinized departments. Reflecting back, McDonald looked to the... View Details
Keywords: Leadership; Personal Development and Career; Transition
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Kanter, Rosabeth Moss, and Marcus Millen. "Still Leading (B1): Hon. Bob McDonald – Profiting from Purpose." Harvard Business School Case 318-050, October 2017.
  • April 2011
  • Teaching Note

Emergia: Driving Profitability on Help Desk Contracts (TN)

By: Francisco de Asis Martinez-Jerez
Teaching Note for#111-048. View Details
Keywords: Customer Focus and Relationships; Contracts; Service Industry
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Martinez-Jerez, Francisco de Asis. "Emergia: Driving Profitability on Help Desk Contracts (TN)." Harvard Business School Teaching Note 111-108, April 2011.
  • Research Summary

How to Manage Customers for Increased Profits and Customer Satisfaction

By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ... View Details
  • 2016
  • Working Paper

Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity

By: Itai Gurvich, Martin Lariviere and Antonio Moreno
Motivated by recent innovations in service delivery such as ride-sharing services and work-from-home call centers, we study capacity management when workers self-schedule. Our service provider chooses capacity to maximize its profit (revenue from served customers minus... View Details
Keywords: Strategic Servers; On-demand Economy; Independent Capacity; Distributed Systems; Uber; Service Operations; Performance Capacity
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Gurvich, Itai, Martin Lariviere, and Antonio Moreno. "Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity." Working Paper, June 2016.
  • Research Summary

Overview

By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details
Keywords: Customer Base Analysis; Customer Lifetime Value; Customer Experience; Customer Loyalty; Service Profit Chain; Management Accounting; Project Evaluation And Resource Allocation; Customer Value and Value Chain; Customer Satisfaction; Valuation; Customer Focus and Relationships
  • May 2013
  • Supplement

Transport Corporation of India (C): Dealing with Shortcomings in Service Quality

By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Transportation; Transportation Industry; India
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Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (C): Dealing with Shortcomings in Service Quality." Harvard Business School Supplement 113-132, May 2013.
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