Filter Results:
(2,099)
Show Results For
- All HBS Web
(2,099)
- People (3)
- News (379)
- Research (1,347)
- Events (3)
- Multimedia (4)
- Faculty Publications (601)
Show Results For
- All HBS Web
(2,099)
- People (3)
- News (379)
- Research (1,347)
- Events (3)
- Multimedia (4)
- Faculty Publications (601)
- November 2004
- Article
The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm
By: Dennis Campbell and Frances X. Frei
Keywords: Customers; Markets; Information; Finance; Business Ventures; Profit; Financial Services Industry
Campbell, Dennis, and Frances X. Frei. "The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm." Journal of Service Research 7, no. 2 (November 2004).
- October 2016 (Revised October 2020)
- Case
Essent: From a State-Owned Utility to a Commercial Company
By: Ananth Raman and Elena Corsi
Patrick Lammers, Chief Commercial Officer (CCO) for the Dutch energy company Essent NV, once a state-owned company, was pleased with the progress Essent’s consumer (“B2C”) business had made: Earnings Before Income Tax (EBIT) for B2C had gone from a loss of €18 million... View Details
Keywords: Lean Management; Operation Management; Service Management; Commercialization; Operations; Management; Energy; Organizational Change and Adaptation; Service Operations; Performance; Energy Industry; Europe
Raman, Ananth, and Elena Corsi. "Essent: From a State-Owned Utility to a Commercial Company." Harvard Business School Case 617-026, October 2016. (Revised October 2020.)
- October 2013 (Revised April 2016)
- Case
StriveTogether: Reinventing the Local Education Ecosystem
By: Allen Grossman, Ann Lombard and Noah Fisher
StriveTogether aimed to improve education outcomes by coordinating the actions of diverse community stakeholders—nonprofit service providers, school districts, government, parents, businesses and others. StriveTogether had an intense focus on collective impact—"the... View Details
Keywords: Education Reform; Not For Profit; Communities; Collaboration; Collective Impact; Nonprofit Organizations; Education; Business and Community Relations; Education Industry; United States
Grossman, Allen, Ann Lombard, and Noah Fisher. "StriveTogether: Reinventing the Local Education Ecosystem." Harvard Business School Case 314-031, October 2013. (Revised April 2016.) (available here.)
- May 2016 (Revised September 2016)
- Case
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
By: Rajiv Lal and Gamze Yucaoglu
In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details
Keywords: Customer Experience; Customer Service; Hotel Industry; Emerging Market; Customer Focus; Leading Growth; Feedback Culture; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Hillside; HBC; Turkey; Vacation; Customer Relationship Management; Quality; Employee Relationship Management; Service Operations; Organizational Culture; Customer Satisfaction; Selection and Staffing; Service Delivery; Competitive Advantage; Emerging Markets; Growth and Development; Accommodations Industry; Entertainment and Recreation Industry; Turkey
Lal, Rajiv, and Gamze Yucaoglu. "Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean." Harvard Business School Case 516-110, May 2016. (Revised September 2016.)
- June 2018 (Revised January 2019)
- Case
Membership Rewards® from American Express
By: Shelle Santana, Frances X. Frei and Lauren G. Pickle
Credit and charge card issuer American Express (Amex) had developed a strong reputation among consumers due in part to its Membership Rewards (MR) loyalty program, first established in 1991. Through MR, all Amex cardholders could accumulate and redeem “points” based on... View Details
Keywords: Financial Services; Customer Loyalty; Credit Cards; Marketing Strategy; Product Marketing; Brands and Branding; Customer Value and Value Chain; Value Creation; Financial Services Industry; Financial Services Industry; North America; United States
Santana, Shelle, Frances X. Frei, and Lauren G. Pickle. "Membership Rewards® from American Express." Harvard Business School Case 518-079, June 2018. (Revised January 2019.)
W. Earl Sasser
Earl Sasser is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University of North Carolina in 1967, and a Ph.D. in... View Details
Keywords: service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry; service industry
- January 2013 (Revised October 2014)
- Case
Barclays and the LIBOR Scandal
By: Clayton S. Rose and Aldo Sesia
In June of 2012, Barclays plc admitted that it had manipulated LIBOR—a benchmark interest rate that was fundamental to the operation of international financial markets and that was the basis for trillions of dollars of financial transactions. Between 2005 and 2009... View Details
Keywords: Financial Systems; Financial Services; Corruption; Regulation; General Management; Management; Leadership; Economic Systems; Crime and Corruption; Ethics; Culture; Financial Services Industry; Financial Services Industry; United Kingdom
Rose, Clayton S., and Aldo Sesia. "Barclays and the LIBOR Scandal." Harvard Business School Case 313-075, January 2013. (Revised October 2014.)
- 01 Jun 2023
- News
In Full Flower
At Bloom & Wild, delivering a joyful experience that fits through a letter-box door slot (Courtesy of Bloom & Wild Group) When Aron Gelbard (MBA 2009) cofounded London-based Bloom & Wild in 2013, he did so with a specific goal: to make sending (and receiving) flowers... View Details
- December 2017 (Revised May 2018)
- Case
Amazon Buys Whole Foods
By: José B. Alvarez, David Lane and Joni Coughlin
The June 2017 news that e-commerce giant Amazon was paying $13.7 billion for organic supermarket chain Whole Foods precipitated a broad sell-off in the shares of grocery retailers and suppliers. Behind the precipitous declines lay recognition that Amazon’s bold move... View Details
Keywords: Amazon; Whole Foods; Grocery; Grocery Delivery; Mergers ＆ Acquisitions; Business Models; Food Value Chain; Agribusiness; Mergers and Acquisitions; Operations; Competitive Strategy; E-commerce; Agriculture and Agribusiness Industry; Retail Industry; Web Services Industry; Food and Beverage Industry; United States
Alvarez, José B., David Lane, and Joni Coughlin. "Amazon Buys Whole Foods." Harvard Business School Case 518-056, December 2017. (Revised May 2018.)
- 01 Jun 2023
- News
Buy Big, Sell Small
ApnaKlub—which leases warehouse space and trucks—sources the requested products from brand-name manufacturers and distributes them to the wholesalers, who deliver within a reliable time frame. “We leverage technology to bring our customers supply consistency, better... View Details
- 22 Dec 2008
- Research & Ideas
10 Reasons to Design a Better Corporate Culture
organization consistently builds and reinforces such a culture, it creates a competitive edge that is hard to replicate. Excerpted with the permission of Harvard Business Press from The Ownership Quotient: Putting the Service View Details
- April 2012
- Case
Pret A Manger
By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details
Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London
Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
- October 2016
- Case
The Quiet Ascension of LA Fitness
By: John R. Wells and Gabriel Ellsworth
In 2016, LA Fitness was the largest chain of non-franchised fitness clubs in North America, operating 676 clubs, serving 4.9 million members, and generating revenues of over $1.9 billion. Founded by Chinyol Yi, Louis Welch, and Paul Norris in 1984, the privately held... View Details
Keywords: LA Fitness; Health Clubs; Fitness; Gyms; Chain; Exercise; Personal Training; Retention; Bally Total Fitness; 24 Hour Fitness; Planet Fitness; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Demographics; Age; Gender; Income; Residency; Borrowing and Debt; Capital; Capital Structure; Cash; Cash Flow; Cost; Private Equity; Financial Condition; Financial Liquidity; Financing and Loans; Investment Return; Price; Profit; Revenue; Geographic Location; Geographic Scope; Multinational Firms and Management; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Market Entry and Exit; Operations; Service Operations; Leasing; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Mobile Technology; Technology Platform; Health Industry; United States; California; Los Angeles
Wells, John R., and Gabriel Ellsworth. "The Quiet Ascension of LA Fitness." Harvard Business School Case 717-424, October 2016.
- Research Summary
Overview
Chu's research is focused on business and low income sectors, particularly in the use of commercial platforms to deliver what has traditionally been considered public responsibilities. In the last three decades, business models have emerged to meet the underserved... View Details
Keywords: Impact Investing; Microfinance; Base Of The Pyramid; Role Of Profit And Social Impact; Private Sector Development; Emerging Markets; Business Ventures; Health Care and Treatment; Management; Social Enterprise; Strategy; Financial Services Industry; Financial Services Industry; Financial Services Industry; Latin America; North and Central America; Asia; Africa
- July 2011 (Revised June 2013)
- Case
Foxconn Technology Group (A)
By: Robert G. Eccles, George Serafeim and Beiting Cheng
In 2010, Foxconn Technology Group, the largest and fastest growing multinational company in the Electronic Manufacturing Services (EMS) industry, came under public scrutiny after a string of employee suicides reached the international press. Although the company was... View Details
Keywords: Multinational; Labor Market; Electronic Manufacturing Services; Health ＆ Wellness; Robots; Automation; Social Responsibility; Employee Relationship Management; Leadership; Stocks; Social Issues; Corporate Social Responsibility and Impact; Capital Markets; Supply Chain Management; Safety; Environmental Accounting; Human Capital; Human Resources; Electronics Industry; Manufacturing Industry; China
Eccles, Robert G., George Serafeim, and Beiting Cheng. "Foxconn Technology Group (A)." Harvard Business School Case 112-002, July 2011. (Revised June 2013.)
James L. Heskett
James L. Heskett is UPS Foundation Professor Emeritus at the Harvard Business School and author of his latest book, With From Within: Build Organizational Culture for Competitive... View Details
- September 2013 (Revised June 2019)
- Case
Marquee: Reinventing the Business of Nightlife
By: Anita Elberse, Ryan Barlow and Sheldon Wong
In January 2013, nightlife impresarios Jason Strauss and Noah Tepperberg are celebrating the re-opening of their famed New York City–based nightclub Marquee. While most clubs are over within their first one and a half years, Strauss and Tepperberg managed to keep... View Details
Keywords: Creative Industries; Nightlife; Service Management; Entertainment; Fashion; Celebrities; Event Marketing; Risk Management; Customer Relationship Management; Change Management; Supply Chain Management; Music Entertainment; Product Marketing; Entertainment and Recreation Industry; Las Vegas
Elberse, Anita, Ryan Barlow, and Sheldon Wong. "Marquee: Reinventing the Business of Nightlife." Harvard Business School Case 514-028, September 2013. (Revised June 2019.)
- March 2018
- Case
EKOL Logistics: Thinking Outside the Box
By: Willy C. Shih and Esel Çekin
This case describes Ekol, an intermodal transportation and logistics company, and how it manages capacity planning. Its busiest routes linked motor vehicle assemblers in Germany and Turkey with many of their parts suppliers, but it had also developed key links in... View Details
Keywords: Growth And Development; Strategy; Intermodal Transportation; Short-sea Transportation; Capacity Management; Capacity Planning; Delivery Planning; Route Optimization; Car Spare Part; Auto Manufacturing; Automotive Supply Chain; Europe; Turkey; Service Design; Fast Fashion; Near-shoring; Supply Chain; Supply Chain Management; Operations; Performance Capacity; Performance Efficiency; Logistics; Transportation Industry; Auto Industry; Turkey; Germany; Spain; European Union; Europe
Shih, Willy C., and Esel Çekin. "EKOL Logistics: Thinking Outside the Box." Harvard Business School Case 618-037, March 2018.
- July 2005 (Revised September 2016)
- Case
24 Hour Fitness (A): The Rise, 1983–2004
By: John R. Wells, Elizabeth A. Raabe and Gabriel Ellsworth
In October 2004, Mark S. Mastrov, CEO of 24 Hour Fitness, reflected on how far his company had come in just over 20 years. From humble beginnings in 1983 in San Leandro, California, 24 Hour Fitness had grown to become the largest privately-owned health-club chain in... View Details
Keywords: 24 Hour Fitness; Mark Mastrov; Health Clubs; Fitness; Gyms; Chain; Weight Loss; Exercise; Personal Training; Retention; Sales Force Compensation; Incentive Systems; Buildings and Facilities; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Private Equity; Revenue; Geographic Scope; Multinational Firms and Management; Nutrition; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Marketing; Operations; Service Operations; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Sports; Strategy; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Segmentation; Information Technology; Internet; Technology Platform; Web; Web Sites; Capital Structure; Performance; Organizational Structure; Organizational Culture; Health Industry; United States; California; San Francisco
Wells, John R., Elizabeth A. Raabe, and Gabriel Ellsworth. "24 Hour Fitness (A): The Rise, 1983–2004." Harvard Business School Case 706-404, July 2005. (Revised September 2016.)