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  • Article

Turnkey or Tailored? Relational Pluralism, Institutional Complexity, and the Organizational Adoption of More or Less Customized Practices

By: Ryan Raffaelli and Mary Ann Glynn
We examine how the organizational adoption of new practices is influenced by relational pluralism, i.e., an organization's multiple ties to actors inside and outside its industry. We theorize that institutional mechanisms of practice diffusion underlying relational... View Details
Keywords: Networks; Corporate Social Responsibility and Impact; Business Processes; Adoption; Customization and Personalization
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  • January 1999 (Revised March 2001)
  • Case

MindSpring

By: Jeffrey F. Rayport
In a business environment where Internet Service Providers (ISP) has become increasingly commodity-like, Charles Brewer, founder and CEO of MindSpring, the nation's sixth largest ISP and the recognized leader in customer satisfaction, ponders a proposed merger with... View Details
Keywords: Internet and the Web; Entrepreneurship; Mergers and Acquisitions; Customer Satisfaction; Growth and Development Strategy; Web Services Industry; United States
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  • March 2016
  • Supplement

Compass Group: The Ascension Health Decision

By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Customer Focus and Relationships; Service Industry; Service Industry; United States
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  • January 2010 (Revised March 2013)
  • Case

foursquare

By: Mikolaj Jan Piskorski, Thomas R. Eisenmann, Jeffrey J. Bussgang and David Chen
Co-founders of foursquare are deciding how to respond to competitive threats and scale up the organization. Foursquare was a location-based online service that allowed users to "check in" to a location using an application on a smartphone. Foursquare kept track of a... View Details
Keywords: Entrepreneurship; Internet and the Web; Mobile and Wireless Technology; Competitive Advantage; Web Services Industry; United States
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  • June 2001
  • Case

Bedrock Productions

By: Michael J. Roberts and Michael L. Tushman
Describes a young Web consulting firm going through a very rapid period of growth in late 1999 and 2000. The founder/CEO sees himself as a strategist and marketer who is less well-suited to the operational details, that are expanding as the firm grows. A president is... View Details
Keywords: Leadership Development; Management Teams; Change Management; Managerial Roles; Consulting Industry
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    Tom Nicholas

    Tom Nicholas is William J. Abernathy Professor of Business Administration at Harvard Business School. He is British and holds a doctorate from Oxford University. His research focuses on the history of entrepreneurship, innovation and finance. His book (VC: An... View Details

    Keywords: financial services; financial services
    • 2009
    • Working Paper

    Crafting Integrated Multichannel Retailing Strategies

    Multichannel retailing is the set of activities involved in selling merchandise or services to consumers through more than one channel. Multichannel retailers dominate today's retail landscape. While there are many benefits of operating multiple channels, these... View Details
    Keywords: Marketing Channels; Marketing Strategy; Distribution Channels; Sales; Integration; Retail Industry
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      Paul A. Gompers

      Paul Gompers, Professor of Business Administration at the Harvard Business School, specializes in research on financial issues related to start-up, high growth, and newly public companies. Professor Gompers has an appointment in both the View Details
      Keywords: information technology industry; information technology industry; information technology industry; information technology industry; information technology industry; information technology industry; information technology industry; information technology industry

        Digital Ubiquity: How Connections, Sensors, and Data Are Revolutionizing Business

        When Google bought Nest, a maker of digital thermostats, for $3.2 billion just a few months ago, it was a clear indication that digital transformation and connection are spreading across even the most traditional industrial segments and creating a staggering array... View Details

        • January 2021
        • Case

        Leading Culture Change at SEB

        By: Amy C. Edmondson and Elena Corsi
        The Risk organization at SEB, a leading Nordic financial services group founded in 1856, undertook a culture change program focused on psychological safety, empathic listening, and strategic framing. The program enabled risk organization teams to make progress on... View Details
        Keywords: Leadership; Risk Management; Leading Change; Organizational Culture; Decision Making; Banking Industry; Sweden
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        • 19 Jul 2004
        • Research & Ideas

        Your Customers: Use Them or Lose Them

        her course for Harvard MBA students, Managing Service Operations, which explores interactions between firms and customers. Defy Conventional Wisdom Commerce Bank entered a mature industry where the overall... View Details
        Keywords: by Martha Lagace
        • February 2025
        • Case

        Luca de Meo at Renault Group (A) (Abridged)

        By: Emily Truelove, Linda A. Hill and Lydia Begag
        When Luca de Meo became CEO of Renault Group in 2020, the 122-year-old French automaker faced financial challenges and the double technological disruption of the automotive industry: the shift to electric vehicles (EVs) and the rise of software-defined vehicles (SDVs).... View Details
        Keywords: Change Management; Transformation; Transition; Interpersonal Communication; Forms of Communication; Talent and Talent Management; Experience and Expertise; Customer Value and Value Chain; Decision Making; Economic Growth; Financial Crisis; Alternative Energy; Engineering; Global Strategy; Governance; Digital Transformation; Digital Strategy; Technology Adoption; Disruptive Innovation; Technological Innovation; Innovation Leadership; Collaborative Innovation and Invention; Leading Change; Leadership Development; Leadership Style; Crisis Management; Management Skills; Business Processes; Organizational Culture; Organizational Structure; Performance Efficiency; Transportation; Auto Industry; Auto Industry; Auto Industry; Auto Industry; Auto Industry; France; Europe; China
        Related
        • March 2010 (Revised September 2010)
        • Case

        TeamLease: Putting India to Work (Il) Legally

        By: Tarun Khanna and Anjali Raina
        This case focuses on the growth dilemmas facing Manish Sabharwal, co-founder, TeamLease Services Pvt. Ltd. TeamLease is a human resource outsourcing and temp staffing company located in India, which has grown rapidly from 2002 to 2009. Set in the context of the highly... View Details
        Keywords: Entrepreneurship; Employment; Human Capital; Lawfulness; Leadership; Growth and Development Strategy; Demand and Consumers; Power and Influence; Employment Industry; India
        Related
        • November 2013
        • Case

        Martin Blair

        By: Howard H. Stevenson and Michael J. Roberts
        Martin Blair is a first-time entrepreneur who draws on his experience in the food service industry to develop two different restaurant concepts almost simultaneously. In relating his experiences, he reveals several important concerns of the thoughtful entrepreneur,... View Details
        Keywords: Market Entry and Exit; Franchise Ownership; Growth and Development Strategy; Retail Industry; Retail Industry
        Related
        • July 2006 (Revised February 2007)
        • Case

        LinkedIn (A)

        By: Mikolaj Jan Piskorski
        In the summer of 2005, LinkedIn, a two-year-old start-up, was choosing between two options to monetize its 5 million business people network. Members could contact each other through trusted intermediaries on the network to offer or seek jobs, consulting engagements,... View Details
        Keywords: Risk and Uncertainty; Business Growth and Maturation; Internet and the Web; Social and Collaborative Networks; Business Startups; Growth and Development Strategy; Service Industry
        Related
        • April 2020 (Revised October 2021)
        • Case

        SpaceX, Economies of Scale, and a Revolution in Space Access

        By: Matthew C. Weinzierl, Kylie Lucas and Mehak Sarang
        From the time he transformed the world of online banking, Elon Musk established himself as a bold innovator. After selling X.com to PayPal in 2002, he founded a series of revolutionary start-ups, starting with Space Exploration Technologies (SpaceX). Hoping to "make... View Details
        Keywords: Space Tech; Space Access; Vision; Economies Of Scale; Technological Innovation; Emerging Markets; Commercialization; Finance; Aerospace Industry
        Related
        • November 2010
        • Case

        Bling Nation

        By: William A. Sahlman and Liz Kind
        Bling Nation, a Palo Alto, CA startup, was founded in 2007 as a mobile payment service provider that bypassed industry participants such as Visa and MasterCard. Bling Nation partnered with local community banks and merchants in small towns. The banks provided their... View Details
        Keywords: Culture
        Related
        • February 1989 (Revised August 1989)
        • Case

        Portman Hotel Co.

        A brand new hotel has opened with a new service strategy: import to America Asian-style service using a butler-like employee group called the personal valets. To achieve this high level of service, the hotel has paid great attention to its human resource policies,... View Details
        Keywords: Business or Company Management; Service Delivery; Employees; Accommodations Industry; Asia; North America
        Related
        • February 1998 (Revised May 2007)
        • Case

        Airborne Express

        By: Jan W. Rivkin
        In the wake of a highly successful quarter, senior managers of Airborne Express, the third largest player in the express mail industry, review the firm's competitive position. Airborne has survived, and recently prospered, in an industry with significant economies of... View Details
        Keywords: Competition; Business Strategy; Partners and Partnerships; Global Strategy; Rank and Position; Service Industry
        Related
        • July 2002 (Revised August 2002)
        • Case

        SIG Beverages (A)

        SIG Beverages, a leading supplier of bottling and packaging systems for the beverage industry, has recognized an opportunity in providing services for its product end users. Management's challenge is to develop a service portfolio to address end users' needs, while... View Details
        Keywords: Organizational Change and Adaptation; Production; Service Delivery; Manufacturing Industry; Italy
        Related