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Show Results For
- All HBS Web
(2,342)
- People (7)
- News (235)
- Research (1,910)
- Events (1)
- Multimedia (5)
- Faculty Publications (1,549)
- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- June 2013
- Teaching Note
Eric Weston (TN)
By: Jim Sharpe and Noah Fisher
This is the Teaching Note Associated with case #813045 (Eric Weston). View Details
- October 2010
- Case
Dubai Duty Free
By: Rajiv Lal and David Kiron
In mid-February 2009, Dubai Duty Free Managing Director Colm McLoughlin received the January sales report. He left the report lying on his desk unopened and went to walk around the shops as he did every morning. When he returned, he sat down at his desk, looked at the... View Details
Keywords: Customer Focus and Relationships; Marketing Strategy; Emerging Markets; Value Creation; Retail Industry; Dubai
Lal, Rajiv, and David Kiron. "Dubai Duty Free." Harvard Business School Case 511-034, October 2010.
- 2014
- Working Paper
~To Groupon or Not to Groupon: The Profitability of Deep Discounts
By: Benjamin G. Edelman
We examine the profitability and implications of online discount vouchers, a relatively new marketing tool that offers consumers large discounts when they prepay for participating firms' goods and services. Within a model of repeat experience good purchase, we examine... View Details
Keywords: Voucher Discounts; Groupon; Experience Goods; Repeat Purchase; Online Advertising; Price; Profit; Marketing Strategy; Retail Industry
Edelman, Benjamin G. "~To Groupon or Not to Groupon: The Profitability of Deep Discounts." Harvard Business School Working Paper, No. 11-063, December 2010. (Revised June 2011, October 2011, January 2014. Featured in Working Knowledge: Is Groupon Good for Retailers? Excerpted in HBR Blogs: To Groupon or Not To Groupon: New Research on Voucher Profitability.)
- March 2010
- Case
Target: Responding to the Recession
By: Ranjay Gulati, Rajiv Lal and Cathy Ross
Within 10 months of Gregg Steinhafel's taking over as CEO at Target, the U.S. was mired in the most significant economic downturn in 50 years. Top competitor Wal-Mart had positioned itself well for the crisis, while Target's same store sales began to slide. While... View Details
Keywords: Financial Crisis; Strategy; Operations; Brands and Branding; Product Launch; Product Positioning; Competition; Retail Industry; United States
Gulati, Ranjay, Rajiv Lal, and Cathy Ross. "Target: Responding to the Recession." Harvard Business School Case 510-016, March 2010.
- March 2009
- Case
The Home Depot: Leadership in Crisis Management
By: Herman B. Leonard, Marc J. Epstein and Melissa Tritter
Examines the challenges The Home Depot faced in the aftermath of natural disasters such as Hurricanes Katrina, Rita, and Andrew. By providing 40,000 to 50,000 items sold by knowledgeable associates, The Home Depot became a destination place for customers in need of... View Details
Keywords: Disruption; Customer Focus and Relationships; Leadership; Crisis Management; Logistics; Natural Disasters; Retail Industry
Leonard, Herman B., Marc J. Epstein, and Melissa Tritter. "The Home Depot: Leadership in Crisis Management." Harvard Business School Case 309-055, March 2009.
- March 1990 (Revised May 1995)
- Teaching Note
Home Depot, Inc., Teaching Note
Teaching Note for (9-188-148). View Details
Keywords: Retail Industry
- September 1991 (Revised January 2017)
- Teaching Note
Nordstrom: Dissension in the Ranks? (A) and (B)
By: Robert Simons
Teaching Note for Nordstrom: Dissension in the Ranks, Case A (191-002) and Case B (192-027) View Details
- July 2007
- Case
Kroger Union Negotiations 2005
By: Dennis A. Yao and Mary L. Shelman
A stylized version of the negotiations between Kroger Company and its local unions during 2005. Management faces a sequence of individual negotiations with local unions in addition to meeting the new competitive challenges presented by Wal-Mart's expansion in the... View Details
- November 2006 (Revised September 2007)
- Case
The Bollingers: Negotiating with Wal-Mart (A)
By: James K. Sebenius and Ellen Knebel
Describes the negotiations by Howard and Marilyn Bollinger over supplying a new product line to Wal-Mart, the world's largest retailer. The (A) case outlines the Bollingers' development of their product, the Wallpockett, documents their negotiation preparation for... View Details
Keywords: Negotiation Preparation; Product Development; Supply Chain; Problems and Challenges; Retail Industry
Sebenius, James K., and Ellen Knebel. "The Bollingers: Negotiating with Wal-Mart (A)." Harvard Business School Case 907-009, November 2006. (Revised September 2007.)
- May 2006 (Revised November 2006)
- Supplement
IKEA's Global Sourcing Challenge: Indian Rugs and Child Labor (B)
By: Christopher A. Bartlett, Vincent Marie Dessain and Anders Sjoman
Bartlett, Christopher A., Vincent Marie Dessain, and Anders Sjoman. "IKEA's Global Sourcing Challenge: Indian Rugs and Child Labor (B)." Harvard Business School Supplement 906-415, May 2006. (Revised November 2006.)
- May 2006 (Revised March 2009)
- Teaching Note
Borders Group, Inc. (TN)
By: Zeynep Ton and Ananth Raman
Teaching Note for (9-601-037). View Details
Keywords: Retail Industry
- March 2006 (Revised April 2008)
- Teaching Note
Store24 (TN) (A) and (B)
By: Frances X. Frei and Dennis Campbell
Keywords: Retail Industry
- August 2005 (Revised April 2008)
- Teaching Note
Store24 (A): Statistics Review with Data Desk (TN)
By: Frances X. Frei
Presents an overview of the statistical analysis covered in the case discussion. View Details
- November 2002
- Compilation
Press Looks Inside Sears, Roebuck: 1938-89, The
By: Jan W. Rivkin
Excerpts from the business press give perspectives on the internal operations of Sears, Roebuck over the course of half a century. View Details
Rivkin, Jan W. "Press Looks Inside Sears, Roebuck: 1938-89, The." Harvard Business School Compilation 703-443, November 2002.
- November 2001
- Supplement
Staples
By: Myra M. Hart
Provides information on the development of the office superstore concept, including building partnerships, creating the business plan, and recruiting a management team. View Details
Keywords: Business Plan; Recruitment; Growth and Development Strategy; Management Teams; Operations; Planning; Partners and Partnerships; Complexity; Retail Industry
Hart, Myra M. "Staples." Harvard Business School Video Supplement 802-803, November 2001.
- June 1999 (Revised May 2002)
- Teaching Note
Neiman Marcus (A)TN
By: V. Kasturi Rangan and Marie Bell
Teaching Note for (9-599-098). View Details
Keywords: Retail Industry
- September 2000
- Teaching Note
Morgan Stanley Dean Witter Private Client Services (TN)
By: Thomas J. DeLong
Teaching Note for (9-899-107). View Details
Keywords: Retail Industry
- August 2000 (Revised January 2006)
- Case
Sears, Roebuck and Co. vs. Wal-Mart Stores, Inc.
This case is designed to familiarize students with the use of financial ratios. Two retailers, Sears, Roebuck and Co. and Wal-Mart Stores, Inc., have a very similar value for return on equity (ROE) in the 1997 fiscal year. Students use the information in the case and... View Details
Miller, Gregory S., and Christopher F. Noe. "Sears, Roebuck and Co. vs. Wal-Mart Stores, Inc." Harvard Business School Case 101-011, August 2000. (Revised January 2006.)