Publications

27 Dec 2018
Working Paper Summaries

Team Learning Capabilities: A Meso Model of Sustained Innovation and Superior Firm Performance

Keywords: by Jean-François Harvey, Henrik Bresman, and Amy C. Edmondson

July–August 2008
Article

Interview with a Quality Leader: Regina E. Herzlinger on Consumer-Driven Healthcare

By: Regina E. Herzlinger

Regina E. Herzlinger is the Nancy R. McPherson Professor of Business Administration Chair at the Harvard Business School, Cambridge, MA. She received her bachelor's degree from MIT and her doctorate from the Harvard Business School The first woman to be tenured and... View Details

Keywords: Consumer-driven Health Care; Health Care and Treatment; Health Industry

Find at Harvard

August 2007 (Revised June 2010)
Case

JetBlue Airways: Valentine's Day 2007 (A)

By: Robert S. Huckman, Gary P. Pisano and Virginia Fuller

Describes an operational crisis for JetBlue Airways during an ice storm in the eastern United States in February 2007 and chronicles the airline's immediate response. Provides detail concerning the history of the airline from its founding in 1999 through the February... View Details

Keywords: Customer Relationship Management; Crisis Management; Growth Management; Management Teams; Service Delivery; Air Transportation Industry; Eastern United States

17 Sep 2001
Research & Ideas

Why E-commerce Didn’t Die With the Fall of Webvan

Times were hard for Webvan this year. Like other online grocers and delivery services that hit the screen in 2001—among them, Homegrocer, Kozmo, and Streamline—Webvan finally called it quits in July after two years in business. Webvan may be gone, but the View Details

Keywords: by Martha Lagace; Consumer Products; Retail

March 1986 (Revised May 1989)
Case

Wright Line, Inc. (B)

After working unsuccessfully for three years with the new sales and distribution channels organization, Wright Line's managers assess their experience and restructure their marketing organization. View Details

Keywords: Organizational Change and Adaptation; Marketing

25 Feb 2020
News

Q&A: William Kerr and Joseph Fuller

August 2009 (Revised July 2010)
Case

Jones Lang LaSalle: Reorganizing around the Customer (2005)

By: Ranjay Gulati and Lucia Menzer Marshall

Peter Roberts, CEO of Jones, Lang, LaSalle (JLL) Americas division, has been charged with expanding the company's presence in its core geographic markets while simultaneously growing its corporate account business. Roberts and his task force have narrowed their options... View Details

Keywords: Decision Choices and Conditions; Global Strategy; Growth and Development Strategy; Organizational Structure; Business Strategy; Real Estate Industry

August 1999 (Revised June 2008)
Case

Taran Swan at Nickelodeon Latin America (A)

By: Linda A. Hill and Kristin Doughty

Eighteen months after launching Nickelodeon Latin America, general manager Taran Swan must leave the company's Miami headquarters for her New York home because of complications with her pregnancy. Unable to travel for at least the next six months, Swan must decide how... View Details

Keywords: Selection and Staffing; Leadership Style; Managerial Roles; Organizational Culture; Groups and Teams

December 1987 (Revised September 1995)
Case

IDS Financial Services

Scarce managerial talent, sales force turnover, and client attrition were potential problems underlying IDS' disappointing performance at mid-year 1987. The marketing vice president had three potential "fixes": 1) increasing or decreasing the $35 million budget for... View Details

Keywords: Marketing Strategy; Salesforce Management; Performance Improvement; Financial Services Industry

Kristin Mugford is the Melvin Tukman Senior Lecturer of Business Administration in the Finance Unit at the Harvard Business School and the Senior Associate Dean for Culture and Community. She previously served as Faculty Chair for field-based learning and... View Details

18 Jan 2019
Blog Post

Exploring the Tech World Through WesTrek

didn’t grow up with any desire to move across the country. After all, I love winter! I love the accents! I love the oysters! I love the east coast so much that I stuck around for 26 years, during which I attended the University of Pennsylvania and followed my passion... View Details

May 2007 (Revised April 2009)
Case

Netflix

By: Willy C. Shih, Stephen P. Kaufman and David Spinola

Reed Hastings founded Netflix with a vision to provide a home movie service that would do a better job satisfying customers than the traditional retail rental model. But as it encouraged challenges it underwent several major strategy shifts, ultimately developing a... View Details

Keywords: Business Model; Film Entertainment; Disruptive Innovation; Growth and Development Strategy; Distribution Channels; Service Delivery; Renting or Rental; Competitive Strategy; Motion Pictures and Video Industry