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  • 23 Mar 2010
  • First Look

First Look: March 23

scheduling affect operational performance and the quality of labor at the stores. The case describes the tasks (both in-store logistics and customer service tasks) that are carried out by store employees at... View Details
Keywords: Martha Lagace
  • 30 Apr 2019
  • First Look

New Research and Ideas, April 30, 2019

Evidence from the Hospital Industry By: Dafny, Leemore S., Katherine Ho, and Robin S. Lee Abstract—We consider the effect of mergers between firms whose products are not viewed as direct substitutes for the same good or service but are... View Details
Keywords: Dina Gerdeman
  • 13 Mar 2018
  • First Look

March 13, 2018

real estate brokerage but helped home buyers and sellers save more money. Over time, in response to customer feedback, Redfin increased the level of customer service it... View Details
Keywords: Sean Silverthorne
  • 05 Sep 2017
  • First Look

First Look at New Research and Ideas, September 5, 2017

actionable advice on more robust policies that drive both structural change and competitiveness upgrading. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=53152 Harvard Business School Case 615-022 IDEO: Human-Centered View Details
Keywords: Sean Silverthorne
  • 02 Jun 2010
  • First Look

First Look: June 2

Business Review 88, no. 6 (June 2010) An abstract is unavailable at this time. Read the preview: http://hbr.org/2010/06/are-you-a-high-potential/ar/1 Altruistic Dynamic Pricing with Customer Regret Authors:Julio J. Rotemberg... View Details
Keywords: Martha Lagace
  • 28 May 2008
  • First Look

First Look: May 28, 2008

Case 508-074 The largest retailer of diesel fuel in the U.S., Flying J, is rethinking its growth strategy as the economy goes into a recession. Its major customer base, owner-operated truck drivers, are facing increasing costs of doing... View Details
Keywords: Martha Lagace
  • 31 May 2011
  • First Look

First Look: May 31

analyze all questions and answers from the inception of the Google Answers service through November 2003, and I find notable trends in answerer behavior: more experienced answerers provide answers with the characteristics askers most... View Details
Keywords: Sean Silverthorne
  • 30 May 2017
  • First Look

First Look at New Research and Ideas, May 30

billion in investments and R&D to build a GiGAtopia, essentially ushering in the next generation of mobile (5G) and wired infrastructure. CEO Dr. Chang-Gyu Hwang, and his team are considering which areas to prioritize in terms of new products and View Details
Keywords: Sean Silverthorne
  • 20 Sep 2016
  • First Look

September 20, 2016

https://cb.hbsp.harvard.edu/cbmp/product/916033-PDF-ENG Harvard Business School Case 517-017 Singapore Airlines: Premium Goes Multi-Brand Singapore Airlines had long been considered the gold standard for its innovative customer service.... View Details
Keywords: Sean Silverthorne
  • 20 Aug 2007
  • Research & Ideas

HBS Cases: Using Investor Relations Proactively

retail investors much more as being like customers or employees of the company—even using a computer system to track preferences. They have both received awards by IR magazine for good investor relations. So in some ways these cases show... View Details
Keywords: by Martha Lagace; Energy; Utilities
  • 12 Aug 2014
  • First Look

First Look: August 12

provider" offering financing solutions including debt and equity, investment banking, brokerage, and asset management services to clients in the infrastructure sector. With nearly 50% of its employees joining through acquisitions,... View Details
Keywords: Sean Silverthorne
  • 10 Apr 2007
  • First Look

First Look: April 10, 2007

  Working PapersNone this week.   Cases & Course MaterialsAscent Media Group (A) Harvard Business School Case 607-064 Ascent Media races to adapt to the changes resulting from increasing digitalization of its business, from creative post-production View Details
Keywords: Martha Lagace
  • 13 Oct 2003
  • Research & Ideas

How to Pick Managers for Disruptive Growth

segmented. "Small business" probably isn't right, and "industry vertical" probably isn't right. We have to figure out what jobs the customers are trying to get done, and then design products and View Details
Keywords: by Michael Raynor
  • 03 Jun 2020
  • Research & Ideas

Who Guarantees Your Workplace Is Safe for Return?

Here are key requirements to ask of any service provider offering to certify your work setting as a healthy building. These best practices apply for employers, employees, and customers alike. Our research... View Details
Keywords: by John Macomber and Joseph Allen; Real Estate
  • 06 Sep 2016
  • First Look

September 6, 2016

Dillon, and David S. Duncan Abstract—Firms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors, product developers focus too much on building View Details
Keywords: Carmen Nobel
  • 14 Oct 2014
  • First Look

First Look: October 14

founded Netflix to provide a home movie service that would do a better job satisfying customers than the traditional retail rental model. But as it encountered challenges it underwent several major strategy... View Details
Keywords: Sean Silverthorne
  • 07 Mar 2017
  • First Look

First Look at New Research, March 7

Abstract—Himachal Pradesh outperforms other Indian states in implementing universal primary education. Through comparative field research, this article finds that bureaucratic norms—unwritten rules that guide public officials—influence how well state agencies deliver... View Details
Keywords: Sean Silverthorne
  • 29 Oct 2000
  • Research & Ideas

The Entrepreneurial Venture: A Conversation

customers on Valentine's Day, so we decided to offer the best customer service ever. We called every single customer and explained that our... View Details
Keywords: by Susan Young
  • November 2004 (Revised September 2019)
  • Background Note

The U.S. Health Club Industry in 2004

By: John R. Wells, Gabriel Ellsworth and Benjamin Weinstock
In 2004, the $16.8 billion U.S. health club industry continued its strong record of growth. There were almost 27,000 health clubs in the United States, up from 6,700 two decades earlier, and these clubs claimed 41 million members, over 14% of the U.S. population.... View Details
Keywords: Health Clubs; Fitness; Gyms; Chain; Weight Loss; Obesity; Exercise; Personal Training; Bally Total Fitness; 24 Hour Fitness; YMCA; Gold's Gym; Curves; Franchise; Franchising; Subscription; Promotional Sales; Promotions; Fixed Costs; Body; Accrual Accounting; Revenue Recognition; Buildings and Facilities; Business Growth and Maturation; Business Model; For-Profit Firms; Trends; Customers; Demographics; Age; Income; Private Equity; Financing and Loans; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Health; Nutrition; Business History; Employees; Retention; Human Capital; Working Conditions; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Markets; Demand and Consumers; Supply and Industry; Industry Growth; Industry Structures; Operations; Service Operations; Franchise Ownership; Private Ownership; Public Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Nonprofit Organizations; Welfare; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Consolidation; Corporate Strategy; Customization and Personalization; Expansion; Segmentation; Hardware; Health Industry; United States
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  • 07 Mar 2005
  • Research & Ideas

The Rise of Innovation in Asia

percent); Latin America (5 percent); Eastern Europe (4 percent); and the Caribbean/Mexico (2 percent). More and more, Lewin said, the work being outsourced goes beyond call centers and similar services to include research, HR functions,... View Details
Keywords: by Sean Silverthorne

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