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  • March 2024
  • Case

ixigo

By: Ranjay Gulati and Rachna Tahilyani
Ixigo is India’s second-largest online travel aggregator (OTA) and the market leader among private train OTAs. It has overcome numerous near-death crises to emerge as a customer-centric, profitable firm. It aspires to become the leading OTA in the next billion Internet... View Details
Keywords: Initial Public Offering; Profit; Growth and Development; Product Positioning; Travel Industry; India
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Gulati, Ranjay, and Rachna Tahilyani. "ixigo." Harvard Business School Case 424-059, March 2024.
  • September 2011
  • Article

The Labor Illusion: How Operational Transparency Increases Perceived Value

By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
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Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
  • July 2009 (Revised August 2011)
  • Case

What Happened at Citigroup? (A)

By: Clayton S. Rose and Aldo Sesia
What went wrong at Citigroup? In 1998, the Travelers Group and Citicorp merged to create Citigroup Inc., considered the first true global "financial supermarket" and a business model to be envied, feared, and emulated. By year-end 2006 the firm had a market... View Details
Keywords: Mergers and Acquisitions; Business Model; Decision Choices and Conditions; Globalized Firms and Management; Leadership; Risk Management; Failure; Financial Services Industry
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Rose, Clayton S., and Aldo Sesia. "What Happened at Citigroup? (A)." Harvard Business School Case 310-004, July 2009. (Revised August 2011.)
  • May 1993 (Revised July 1995)
  • Case

Air Miles

By: John A. Quelch
The chairman and CEO of a U.K.-based frequent buyer travel award program is planning on launching in North America. Management must determine the marketing strategy to be used, specifically how the U.K. program should be altered, whether the U.S. and Canadian markets... View Details
Keywords: Marketing Strategy; Service Delivery; Market Entry and Exit; Adaptation; Product Launch; Service Industry; Canada; United Kingdom; United States
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Quelch, John A. "Air Miles." Harvard Business School Case 593-102, May 1993. (Revised July 1995.)
  • September 2017 (Revised January 2019)
  • Case

FJ Management Inc.

By: Lynda M. Applegate and Matthew G. Preble
In late 2015, Crystal Call Maggelet, president and CEO of FJ Management, is working with her investment committee to help set the company’s strategic direction. Maggelet, daughter of the company’s founder, has led FJ Management since 2009 when she stepped in as CEO... View Details
Keywords: Turnaround; Company History; Family Business; Transformation; Volatility; Change Management; Entrepreneurship; Ethics; Moral Sensibility; Values and Beliefs; Cash Flow; Insolvency and Bankruptcy; Financial Liquidity; Financial Management; Governance; Corporate Governance; Governance Controls; Leadership; Leading Change; Crisis Management; Negotiation; Organizational Change and Adaptation; Family Ownership; Business and Stakeholder Relations; Business Strategy; Travel Industry; Travel Industry; Travel Industry; Travel Industry; Utah
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Applegate, Lynda M., and Matthew G. Preble. "FJ Management Inc." Harvard Business School Case 818-028, September 2017. (Revised January 2019.)
  • May 1992 (Revised May 1993)
  • Supplement

Jan Carlzon: CEO at SAS (B)

By: Christopher A. Bartlett
Summarizes Carlzon's new focus externally on building alliances and acquiring travel service companies. Describes the financial problems resulting from the recession and the Gulf War crisis. Designed as an in-class handout to highlight the long-term management... View Details
Keywords: Acquisition; Financial Crisis; Problems and Challenges; Planning; Leadership; Alliances; Strategy; Air Transportation Industry
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Bartlett, Christopher A. "Jan Carlzon: CEO at SAS (B)." Harvard Business School Supplement 392-150, May 1992. (Revised May 1993.)
  • September 2022 (Revised June 2025)
  • Case

York Capital CLOs and WorldStrides International

By: Victoria Ivashina and William Vrattos
The case follows the debt restructuring of WorldStrides International, a travel program provider in the education market, after the onset of COVID-19. The pandemic severely impacted the travel industry, creating challenges for many companies like WorldStrides, which... View Details
Keywords: COVID-19 Pandemic; Debt Restructuring; CLO; Compliance; Debt Securities; Financing and Loans; Decision Making; Travel Industry; Travel Industry
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Ivashina, Victoria, and William Vrattos. "York Capital CLOs and WorldStrides International." Harvard Business School Case 223-034, September 2022. (Revised June 2025.)
  • 28 Feb 2023
  • Cold Call Podcast

Muhammad Ali: A Case Study in Purpose-Driven Decision Making

Keywords: Re: Robert Simons; Sports
  • July–August 2017
  • Article

Why Outlet Stores Exist: Averting Cannibalization in Product Line Extensions

By: Donald Ngwe
Outlet stores are a large and growing component of many firms' retailing strategies, particularly in the fashion industry. Outlet stores offer attractive prices in locations far from central shopping districts. The main perspectives on why outlet stores exist can be... View Details
Keywords: Fashion; Industrial Organization; Outlet Stores; Price Discrimination; Retail; Channel Management; Luxury; Product Marketing; Price; Retail Industry; Fashion Industry
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Ngwe, Donald. "Why Outlet Stores Exist: Averting Cannibalization in Product Line Extensions." Marketing Science 36, no. 4 (July–August 2017): 523–541.
  • January 1989 (Revised December 1991)
  • Case

British Airways: ""Go for It, America!"" Promotion (A)

By: Stephen A. Greyser
Senior marketing executives of a major international airline are deciding on a strategy to address a crisis situation precipitated by a series of terrorist acts. The company is experiencing the worst downturn ever in its U.S.-U.K. travel business due to media reports... View Details
Keywords: Advertising Campaigns; Crime and Corruption; Crisis Management; Management Teams; Time Management; Marketing Strategy; Perception; Value Creation; Travel Industry; United Kingdom; United States
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Greyser, Stephen A. British Airways: ""Go for It, America!"" Promotion (A). Harvard Business School Case 589-089, January 1989. (Revised December 1991.)
  • June 2013
  • Case

Olympic Rent-A-Car U.S.: Customer Loyalty Battles

By: John Deighton and James T. Kindley
The marketing and operations managers for Olympic Rent-A-Car meet to decide how to respond to changes in the loyalty rewards program at the market-leading competitor. The competitor's program gives awards based on dollars spent instead of days rented and eliminates... View Details
Keywords: Customer Relationship Management; Competitive Strategy; Marketing; Operations; Auto Industry; Service Industry
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Deighton, John, and James T. Kindley. "Olympic Rent-A-Car U.S.: Customer Loyalty Battles." Harvard Business School Brief Case 913-568, June 2013.
  • November 1992
  • Case

Primerica: Sandy Weill and His Corporate Entrepreneurs

By: Andrall E. Pearson and Philip M. Rosenzweig
As CEO of Primerica, Sandy Weill has built a $6.6 billion company from acquisitions and underperforming firms. The case examines Weill's distinctive approach to building, managing, and leading an organization that seeks the benefits of scale without the problems of... View Details
Keywords: Management Style; Business or Company Management; Acquisition
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Pearson, Andrall E., and Philip M. Rosenzweig. "Primerica: Sandy Weill and His Corporate Entrepreneurs." Harvard Business School Case 393-040, November 1992.
  • June 2012 (Revised October 2012)
  • Teaching Note

TripAdvisor (TN)

By: Sunil Gupta
By 2010, TripAdvisor (TA) was the largest travel site in the world operating in 24 countries and 16 languages, with listings for 455,000 hotels, 92,000 attractions and 564,000 restaurants in over 71,000 destinations worldwide. It had over 40 million reviews from 35... View Details
Keywords: Marketing; Digital Marketing; Marketing Strategy; Internet and the Web; Travel Industry; Travel Industry; China; United States
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Gupta, Sunil. "TripAdvisor (TN)." Harvard Business School Teaching Note 512-108, June 2012. (Revised October 2012.)
  • 17 Dec 2007
  • Research & Ideas

The Rise of Medical Tourism

What used to be rare is now commonplace: traveling abroad to receive medical treatment, and to a developing country at that. So-called medical tourism is on the rise for everything from cardiac care to plastic surgery to hip and knee... View Details
Keywords: by Martha Lagace; Health; Medical Devices & Supplies
  • July 2021 (Revised August 2021)
  • Supplement

Airbnb Emerges from the Pandemic: Lessons for Stakeholder Governance (B)

By: Benjamin C. Esty and Allison M. Ciechanover
As the COVID pandemic spread in early 2020, global travel ground to a halt. For Airbnb, the San Francisco-based platform for renting accommodations, the impact was both swift and severe as revenues plummeted more than 70% over the prior year. Responding to the sudden... View Details
Keywords: Business and Stakeholder Relations; Corporate Governance; Crisis Management; Leadership; Two-Sided Platforms; Corporate Social Responsibility and Impact; Mission and Purpose; Value Creation; Decision Making; Goals and Objectives; Travel Industry; Travel Industry; Travel Industry; United States
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Esty, Benjamin C., and Allison M. Ciechanover. "Airbnb Emerges from the Pandemic: Lessons for Stakeholder Governance (B)." Harvard Business School Supplement 222-003, July 2021. (Revised August 2021.) (To be taught in September 2021.)
  • January 2006 (Revised July 2007)
  • Case

Juan Trippe and Pan American World Airways

By: Nitin Nohria, Anthony Mayo and Mark Rennella
A fascination with flight and a forceful personality helped to create a market for air travel and shape the modern airline industry. Masterfully wielding his power and influence, Juan Trippe built Pan American Airways by combining bold moves and blind ambition. Across... View Details
Keywords: Decision Choices and Conditions; Leadership; Growth and Development Strategy; Industry Growth; Business and Government Relations; Power and Influence; Air Transportation; Travel Industry; Travel Industry
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Nohria, Nitin, Anthony Mayo, and Mark Rennella. "Juan Trippe and Pan American World Airways." Harvard Business School Case 406-086, January 2006. (Revised July 2007.)
  • January 2011 (Revised April 2011)
  • Case

TripAdvisor

By: Sunil Gupta and Kerry Herman
By 2010, TripAdvisor was the largest travel site in the world operating in 24 countries and 16 languages, with listings for 455,000 hotels, 92,000 attractions and 564,000 restaurants in over 71,000 destinations worldwide. It had over 40 million reviews from 35 million... View Details
Keywords: Business Model; Knowledge Use and Leverage; Growth and Development Strategy; Social and Collaborative Networks; Internet; Travel Industry; Travel Industry
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Gupta, Sunil, and Kerry Herman. "TripAdvisor." Harvard Business School Case 511-004, January 2011. (Revised April 2011.)
  • Article

Orienteering for Electioneering

By: Jonah Kallenbach, Robert Kleinberg and Scott Duke Kominers
In this paper, we introduce a combinatorial optimization problem that models the investment decision a political candidate faces when treating his or her opponents’ campaign plans as given. Our formulation accounts for both the time cost of traveling between districts... View Details
Keywords: Political Elections; Resource Allocation; Time Management; Analysis
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Kallenbach, Jonah, Robert Kleinberg, and Scott Duke Kominers. "Orienteering for Electioneering." Operations Research Letters 46, no. 2 (March 2018): 205–210.
  • July 1996
  • Case

Trans National Group

By: Christopher A. Bartlett and Takia Mahmood
Starting as a classic entrepreneur,Steve Belkin, CEO of Trans National (TN), drives the company through two businesses--one in group travel and another in financial services--before deciding to step back and act as a general manager whose focus and attention is on... View Details
Keywords: Business or Company Management; Management; Growth Management
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Bartlett, Christopher A., and Takia Mahmood. "Trans National Group." Harvard Business School Case 397-015, July 1996.
  • January 2021
  • Supplement

What Went Wrong with Boeing’s 737 Max? (B)

By: William W. George and Amram Migdal
Following the March 10, 2019, crash of Ethiopian Airlines flight 302, en route to Nairobi, Kenya and the October 29, 2018, downing of Lion Air flight 610 as it took off from Jakarta, Indonesia, Boeing’s 737 Max jet, the model flown in both instances, was grounded by... View Details
Keywords: Ethics; Values and Beliefs; Governance; Corporate Accountability; Governance Controls; Governing Rules, Regulations, and Reforms; Leadership; Management; Business or Company Management; Crisis Management; Risk Management; Organizations; Organizational Culture; Problems and Challenges; Risk and Uncertainty; Safety; Failure; Transportation; Air Transportation; Aerospace Industry; Air Transportation Industry; North America; United States
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George, William W., and Amram Migdal. "What Went Wrong with Boeing’s 737 Max? (B)." Harvard Business School Supplement 321-001, January 2021.
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