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  • All HBS Web  (3,486)
    • People  (5)
    • News  (793)
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  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
  • Research Summary

Environmental Management

By: Forest L. Reinhardt
Forest L. Reinhardt is exploring the strategic and operational problems of firms in environmentally significant industries. His book, Down to Earth: Applying Business Principles to Environmental Management (published in 2000 by Harvard Business School Press),... View Details
  • 2008
  • Book

Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation
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Heskett, James L., W. Earl Sasser Jr., and Joe Wheeler. Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Harvard Business Press, 2008.
  • 21 May 2020
  • Blog Post

Creating a World with Trusted Leaders: An Open Letter from MBA Students

families, so they were forced to choose between not putting food on the table and getting their families or others sick. It felt unfair that these large corporations were getting away with being this... View Details
  • 01 May 2018
  • News

Elon Musk’s Unusual Compensation Plan Isn’t Really About Compensation at All

  • December 2005 (Revised February 2006)
  • Case

Migros

By: Forest L. Reinhardt, Vincent Marie Dessain and Anders Sjoman
In October 2005, Urs Riedener, head of marketing at Swiss retailer Migros, is contemplating the company's competitive position. Primarily a retailer for foods and near-foods products, the cooperative Migros, with close to 600 retail outlets in Switzerland (but only... View Details
Keywords: Competitive Advantage; Corporate Governance; Corporate Strategy; Cooperative Ownership; Supply Chain Management; Product Marketing; Environmental Sustainability; Social Enterprise; Business or Company Management; Marketing Strategy; Retail Industry; Agriculture and Agribusiness Industry; Switzerland
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Reinhardt, Forest L., Vincent Marie Dessain, and Anders Sjoman. "Migros." Harvard Business School Case 706-028, December 2005. (Revised February 2006.)
  • November 2020
  • Supplement

Valuing Celgene's CVR

By: Benjamin C. Esty and Daniel Fisher
When Bristol-Myers Squibb (BMS) acquired Celgene Corporation in November 2019, Celgene shareholders received cash, BMS stock, and a contingent value right (CVRs) that would pay $9 if the U.S. Food and Drug Administration (FDA) approved three of Celgene’s late stage... View Details
Keywords: Mergers and Acquisitions; Value; Valuation; Judgments; Decision Making; Cash Flow; Financial Instruments; Cognition and Thinking; Pharmaceutical Industry; Biotechnology Industry; United States
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Esty, Benjamin C., and Daniel Fisher. "Valuing Celgene's CVR." Harvard Business School Spreadsheet Supplement 221-705, November 2020.
  • August 2020 (Revised March 2021)
  • Case

Migros Turkey: Scaling Online Operations (A)

By: Antonio Moreno and Gamze Yucaoglu
The case opens in November 2019 as Ozgur Tort and Mustafa Bartin, CEO and chief large-format and online retail officer of Migros Ticaret A.S. (Migros), Turkey’s oldest and one of its largest supermarket chains, are contemplating what the best fulfillment format and... View Details
Keywords: Retail; Grocery; Business Model; Emerging Markets; For-Profit Firms; Strategy; Digital Platforms; Information Technology; Technology Adoption; Value Creation; Globalization; Competition; Expansion; Logistics; Profit; Resource Allocation; Corporate Strategy; Turkey
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Moreno, Antonio, and Gamze Yucaoglu. "Migros Turkey: Scaling Online Operations (A)." Harvard Business School Case 621-026, August 2020. (Revised March 2021.)

    Inviting Consumers to Downsize Fast-Food Portions Significantly Reduces Calorie Consumption

    Policies that mandate calorie labeling in fast-food and chain restaurants have had little or no observable impact on calorie consumption to date. In three field experiments, an alternative approach was tested: activating consumers’ self-control by having servers... View Details
    • 05 Jun 2007
    • First Look

    First Look: June 5, 2007

    response, Beijing Hualian developed a new "Family Store" format targeted at the nation's growing middle class, made up of younger consumers with more fashionable tastes. Like hypermarkets, Hualian Family Stores include both food... View Details
    Keywords: Martha Lagace
    • June 2005
    • Tutorial

    Prematriculation Financial Accounting Tutorial/Module

    By: David F. Hawkins, Paul M. Healy and Ratna G. Sarkar
    The Financial Accounting course is an introduction to the fundamental concepts of financial accounting in a management context. The course describes the business activities for Global Grocer, a small retail franchise specializing in gourmet foods and specialty kitchen... View Details
    Keywords: Accounting; Performance; Financial Statements
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    "Prematriculation Financial Accounting Tutorial/Module." Harvard Business School Tutorial 105-708, June 2005.
    • November 2005 (Revised September 2007)
    • Case

    Beijing Hualian

    By: David E. Bell and Mary L. Shelman
    China's fifth largest domestic retailer faced intensifying competition from Wal-Mart and Carrefour with the opening of China's fast-growing retail market in January 2005. In response, Beijing Hualian developed a new "Family Store" format targeted at the nation's... View Details
    Keywords: Marketing Strategy; Product Positioning; Consumer Behavior; Competition; Corporate Strategy; Retail Industry; China
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    Bell, David E., and Mary L. Shelman. "Beijing Hualian." Harvard Business School Case 906-403, November 2005. (Revised September 2007.)
    • 21 Aug 2007
    • First Look

    First Look: August 21, 2007

    http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=807074   PublicationsPerspectives on Risk and Regulation: The FDA at 100 Author:Arthur A. Daemmrich Publication:Chemical Heritage Press, 2007 Abstract Perspectives on Risk... View Details
    Keywords: Martha Lagace
    • 06 Nov 2023
    • Research & Ideas

    Did You Hear What I Said? How to Listen Better

    are more able to voice their concerns.” Is anyone listening to me? In an initial experiment to study whether people talking can tell whether the other person is listening, the researchers paired 200 strangers over Zoom to hold 25-minute conversations about a variety of... View Details
    Keywords: by Michael Blanding
    • December 2020 (Revised May 2021)
    • Case

    Riverstone

    By: David E. Bell and Natalie Kindred
    In 2020, Luke Minion and the leadership team at Riverstone, a hog producer founded in 2013 in Shandong, China, were evaluating Riverstone’s strategy as it rebounded from outbreaks of African Swine Fever (ASF) in two of its three farm complexes. Riverstone was a joint... View Details
    Keywords: Strategy; Globalization; Cross-Cultural and Cross-Border Issues; Animal-Based Agribusiness; Consumer Behavior; Demand and Consumers; Disruption; Risk and Uncertainty; Risk Management; Agriculture and Agribusiness Industry; Food and Beverage Industry; Consulting Industry; United States; China
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    Bell, David E., and Natalie Kindred. "Riverstone." Harvard Business School Case 521-063, December 2020. (Revised May 2021.)
    • 2025
    • Working Paper

    Turning Points in Inflation: A Structural Breaks Approach with Micro Data

    By: Alberto Cavallo and Gastón García Zavaleta
    We introduce a novel methodology for detecting inflation turning points that combines high-frequency, disaggregated price data with standard structural break techniques to provide policymakers with more precise and timely signals of inflation dynamics. The methodology... View Details
    Keywords: Inflation and Deflation; Global Range; Economic Slowdown and Stagnation; Analysis; Price
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    Cavallo, Alberto, and Gastón García Zavaleta. "Turning Points in Inflation: A Structural Breaks Approach with Micro Data." Working Paper, May 2025. (Preliminary draft.)
    • April 2012
    • Case

    Bayonne Packaging, Inc.

    By: Roy D. Shapiro and Paul E. Morrison
    A printer and paper converter produces customized packaging used by industrial customers to deliver promotional materials, software, luxury beverages, and gift food and candy. The company specializes in creating innovative packaging solutions for its customers and... View Details
    Keywords: Production Controls; Manufacturing; Capacity Analysis; Quality Control; Performance Management; Process Analysis; Quality; Production; Performance Productivity; Performance Capacity; Business Processes; Manufacturing Industry
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    Shapiro, Roy D., and Paul E. Morrison. "Bayonne Packaging, Inc." Harvard Business School Brief Case 124-420, April 2012.
    • Article

    Milestones in Marketing

    By: John A. Quelch and Katherine Jocz
    Marketing flourished in U.S. business schools in the prosperous years following World War II. Students preparing for assistant-product-manager positions at the likes of Procter & Gamble, Lever, and General Foods enrolled in courses in marketing management, management... View Details
    Keywords: Education; Business History; Marketing; Practice
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    Quelch, John A., and Katherine Jocz. "Milestones in Marketing." Business History Review 82, no. 4 (Winter 2008): 827–838.
    • 2023
    • Working Paper

    How Wicked Problems Drive Business Performance: A Review of the Academic Literature

    By: Caroline Adelson, Charlotte Kuller, Cate Tompkins, Ellora Sarkar, Samantha Price and Marco Iansiti
    Recent years have seen a rise in the number of businesses engaged in the pursuit of “purposeful” activities – that is, activities that engage with the broader community in ways that expand beyond the pursuit of shareholder value. Many of these activities involve... View Details
    Keywords: Wicked Problems; Corporate Social Responsibility and Impact; Social Issues; Performance
    Citation
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    Adelson, Caroline, Charlotte Kuller, Cate Tompkins, Ellora Sarkar, Samantha Price, and Marco Iansiti. "How Wicked Problems Drive Business Performance: A Review of the Academic Literature." Harvard Business School Working Paper, No. 23-064, April 2023.
    • 15 Nov 2011
    • First Look

    First Look: November 15

      PublicationsTrue North Groups: A Powerful Path to Personal and Leadership Development Authors:Bill George and Doug Baker Publication:Berrett-Koehler Publishers, Inc., 2011 Abstract All too often, we find... View Details
    Keywords: Sean Silverthorne
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