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  • 08 Aug 2017
  • First Look

First Look at Research and Ideas, August 8, 2017

subsumed by the other three. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53024 August 2017 Obstetrics & Gynecology Relationship Between Labor and Delivery Unit Management Practices and Maternal Outcomes By:... View Details
Keywords: Sean Silverthorne
  • February 2017
  • Case

Yemeksepeti: Growing and Expanding the Business Model through Data

By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin... View Details
Keywords: Entrepreneurial Management; Entrepreneurial Ventures; Turkey; Big Data; Customer Focused Organization; Service Management; Continuous Improvement; Data Analysis; Internet; Growth Strategy; Technological Change; Information Systems; Entrepreneurship; Corporate Strategy; Analytics and Data Science; Analysis; Customer Focus and Relationships; Emerging Markets; Service Operations; Competitive Advantage; Performance Improvement; Internet and the Web; Growth and Development Strategy; Information Technology; Value Creation; Food and Beverage Industry; Turkey
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  • March 2021
  • Article

Last Place Aversion in Queues

By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details
Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
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  • October 2009 (Revised June 2011)
  • Case

Zappos.com 2009: Clothing, Customer Service, and Company Culture

By: Frances X. Frei, Robin J. Ely and Laura Winig
On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies.... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Decision Choices and Conditions; Governing and Advisory Boards; Service Delivery; Organizational Culture; Internet and the Web; Valuation; Apparel and Accessories Industry; Retail Industry
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  • February 2000 (Revised April 2003)
  • Case

InSite Marketing Technology (A)

By: Lynda M. Applegate, Genevieve J.S. Feraud and Sheila L Marcelo
Introduces students to products and services that improve customers' online shopping experience. Also discusses the challenges of marketing new product concepts and finding funding for start-up ventures. View Details
Keywords: Customer Focus and Relationships; Financing and Loans; Technological Innovation; Business or Company Management; Marketing Strategy; Product Launch; Service Delivery; Competitive Strategy; Competitive Advantage; Service Industry; Web Services Industry
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    Anthony Mayo

    Tony Mayo is the Thomas S. Murphy Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the Organizational Behavior Unit of Harvard Business School (HBS).  He currently teaches and serves as the course head for... View Details

    Keywords: advertising; airline; education industry; nonprofit industry; publishing industry; service industry
    • 03 Mar 2009
    • First Look

    First Look: March 3, 2009

    catalog and online channels. We show that the emergence and strength of cannibalizing and complementary effects vary over time, across type of channel, and by type of customer and provides insight into when and where managers can expect... View Details
    Keywords: Martha Lagace
    • March 2001 (Revised June 2002)
    • Background Note

    E-Commerce in Latin America

    By: Lynda M. Applegate, Luiz Felipe Monteiro and Meredith Collura
    Examines the vast potential offered by e-commerce in Latin America. Addresses both B2B and B2C e-commerce, as well as the specific economic, cultural, and technological barriers for doing business online in the region. View Details
    Keywords: Trade; Entrepreneurship; Market Transactions; Service Delivery; Online Technology; Latin America
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    • July 2018 (Revised August 2018)
    • Case

    Rocky Mountain Condiments: Close Encounters with the Legal System for the First Time

    By: Lena G. Goldberg
    The founder of a Colorado start-up focused on developing a line of condiments confronts a host of legal issues that threaten the viability of her young enterprise. She is suing a co-packer for, among other things, breach of contract, theft of recipes and trade secrets,... View Details
    Keywords: Law And Regulation; Start-ups; Founders' Agreements; Cross-Border Jurisdiction; Torts; Consumer Protection; Non-disclosure Agreements; Intellectual Property Protection; Fraud; Legal Remedies; Law; Lawsuits and Litigation; Laws and Statutes; Business Startups; Contracts; Intellectual Property; Food and Beverage Industry
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    • 07 Aug 2009
    • What Do You Think?

    Why Can’t Americans Get Health Care Right?

    "consumer choice and honest competition are usually achieved without a public provider. We don't need government-run grocery stores or government-run gas stations to ensure that Americans can buy food and fuel at reasonable... View Details
    Keywords: by Jim Heskett; Health
    • 22 Sep 2009
    • First Look

    First Look: September 22

    and conclude with a discussion of its role in strengthening institutional theory as well as, more broadly, the field of organization studies. Purchase the article ($15): http://www.informaworld.com/smpp/content~db=all~content=a913246271 The Shifting Mission of Health... View Details
    Keywords: Martha Lagace
    • 27 Jul 2023
    • Blog Post

    Buy big, sell small

    least 75 percent of India’s consumer goods sales despite the significant inefficiencies of an outdated business model. “Kiranas are limited-inventory, 2,000- to 5,000-square-foot shops that don’t always get on-time deliveries or access to... View Details
    • Program

    Competing in the Age of AI—Virtual

    industry or business model, you cannot afford to ignore this exciting, highly disruptive trend. In this live online program, you will delve into new AI-based business models and operational approaches while exploring the possibilities of... View Details
    • 16 Jun 2020
    • Blog Post

    Delivering Solutions During a Crisis: an Interview with Hans Kristian Furuseth

    When Hans Kristian Furuseth (MBA 2019) arrived at Harvard Business School in 2017, his goals were clear. He wanted to build the skills necessary to be a leader who makes a difference in the world. Now as CEO of Farmasiet.no, Norway’s largest View Details
    • 14 Aug 2014
    • Working Paper Summaries

    The State of Small Business Lending: Credit Access During the Recovery and How Technology May Change the Game

    Keywords: by Karen Mills & Brayden McCarthy; Banking; Financial Services
    • September 2020 (Revised February 2021)
    • Case

    Zameer Kassam Fine Jewelry: Engaging Clients

    By: Ryan W. Buell and Amy Klopfenstein
    Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details
    Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry
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    • 10 Nov 2015
    • First Look

    November 10, 2015

    Online Advertising By: Kireyev, Pavel, Koen Pauwels, and Sunil Gupta Abstract—As firms increasingly rely on online media to acquire consumers, marketing managers feel comfortable justifying higher View Details
    Keywords: Sean Silverthorne
    • 16 Dec 2002
    • Lessons from the Classroom

    Marrying Distance and Classroom Education

    would be flummoxed by some of our face-to-face groups. And it's also true that some people would be very wooden in front of a video camera. There are delivery modes that might be different among the two; the basics of learning should not... View Details
    Keywords: by Sean Silverthorne
    • April 2020
    • Background Note

    U.S. Food Retail During the Pandemic: March 2020

    By: José B. Alvarez and Natalie Kindred
    This note, written in late March 2020 and mainly U.S. focused, looks at the unfolding impact of the coronavirus pandemic on food retailers and their suppliers. It allows student to consider the challenges facing food retail executives as they navigate urgent supply... View Details
    Keywords: Coronavirus Pandemic; Risk and Uncertainty; Risk Management; Food; Supply Chain; Consumer Behavior; Demand and Consumers; Trade; Crisis Management; Health Pandemics; Food and Beverage Industry; Agriculture and Agribusiness Industry; Retail Industry; United States
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    • 05 Sep 2008
    • What Do You Think?

    Is Case Method Instruction Due for an Overhaul?

    the situation and arrive at intellectual gems ...." Paul Karres put it this way: "The problem is not whether the case method is valid. The problem is in the design of the specific case for a specific class, and the delivery... View Details
    Keywords: by Jim Heskett; Education