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  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

  • 2018
  • Working Paper

Need for Speed: The Impact of Website Performance on Online Retail

By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno
The share of e-commerce sales is rapidly increasing and so are the associated losses generated by website outages and slow websites. We leverage novel retail and website performance data to investigate the impact of website performance on online sales. This question is... View Details
Keywords: Online Retail; Quasi-experiments; Abandonment; Synthetic Control; Internet and the Web; Performance; Service Operations
Related

    Effects of an Information Sharing System on Employee Creativity, Engagement, and Performance

    Many service organizations rely on information sharing systems to boost employee creativity to meet customer needs. We conducted a field experiment in a retail chain, based on a registered report accepted by JAR, to test whether an information sharing system recording... View Details

      Organizational Design and Control Across Multiple Markets: The Case of Franchising in the Convenience Store Industry

      Many companies operate units that are dispersed across different types of markets, serving significantly diverging customer bases. Such dispersion is likely to compromise headquarters' ability to control local managers' behavior and satisfy the needs of different... View Details
      • June 2012
      • Case

      PV Technologies, Inc.: Were They Asleep at the Switch?

      By: Frank V. Cespedes and Diane Badame
      PV Technologies, Inc. is an industry-leading manufacturer of photovoltaic inverters used to convert the direct current output of solar panels into alternating current for the commercial power grid. In conjunction with a request for proposal, the company's largest... View Details
      Keywords: Marketing Strategy; Customer Relationship Management; Competitive Strategy; Product Marketing; Energy Industry; Technology Industry; United States
      Related
      • March 2020
      • Case

      Hotstar

      By: Krishna G. Palepu and Kairavi Dey
      Hotstar was an online video streaming platform owned by Star India Private Limited, a wholly owned subsidiary of the Walt Disney Corporation. Since its launch in 2015, the platform had grown to offer over 100,000 hours of TV content, movies in nine Indian languages... View Details
      Keywords: Corporate Entrepreneurship; Television Entertainment; Disruption; Business Strategy; Entertainment and Recreation Industry; Media and Broadcasting Industry; India; Mumbai
      Related
      • March 2011
      • Case

      Semiconductor Manufacturing International Company in 2011

      By: Willy Shih and Jia Cheng
      When David Wang took over as the CEO of SMIC, he knew that if he was to capitalize on the company's strategic location in the China market, he would have to transform the company mindset and its operating structure from its roots in the manufacturing of DRAMs to the... View Details
      Keywords: Growth and Development Strategy; Resource Allocation; Market Entry and Exit; Business Processes; Organizational Change and Adaptation; Organizational Culture; Customization and Personalization; Semiconductor Industry; China
      Related
      • 14 Apr 2015
      • First Look

      First Look: April 14

      considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi's... View Details
      Keywords: Sean Silverthorne
      • July 2013 (Revised January 2014)
      • Case

      Experience! The Finger Lakes: The Groupon Partnership Decision

      By: Lynda M. Applegate, Chekitan S. Dev, Gabriele Piccoli and Arnold B. Peinado
      In 2010, Experience! The Finger Lakes (ExperienceFLX), a tour operator offering guided tours and concierge services in the Finger Lakes region of New York State, was at a crossroads. The business was poised for growth, and its owners, Laura and Alan Falk, were... View Details
      Keywords: Marketing Strategy; Social Marketing; United States
      Related
      • November 2000 (Revised May 2002)
      • Case

      Oracle Corporation

      By: Frances X. Frei and Hanna Rodriguez-Farrar
      Oracle Corp., the world's second-largest independent software company (behind Microsoft) was the world's dominant supplier of database software. Oracle also sold application software, such as the popular enterprise resource planning and customer relationship management... View Details
      Keywords: Organizational Change and Adaptation; Internet and the Web; Service Operations; Service Delivery; Applications and Software; Management Teams; Innovation and Invention; Web Services Industry; Information Technology Industry
      Related
      • January 2024 (Revised May 2024)
      • Case

      Runa

      By: Paul Gompers and Carla Larangeira
      In early 2022, Courtney McColgan, founder and CEO of Runa, a human resources and payroll Software-as-a-Service platform, faced an unexpected tech market downturn. Founded in 2018, Runa catered to small and medium-sized businesses in Mexico, offering an affordable and... View Details
      Keywords: Business Startups; Volatility; Entrepreneurship; Decision Making; Leadership; Management; Venture Capital; Organizational Change and Adaptation; Business Growth and Maturation; Latin America
      Related
      • 08 Jan 2008
      • First Look

      First Look: January 8, 2008

      of options in the future and their subsequent revealed preferences over those options. Using a novel panel data set, we analyze the film rental and return patterns of a sample of online DVD rental customers over a period of four months.... View Details
      Keywords: Martha Lagace
      • 2010
      • Book

      The New Science of Retailing: How Analytics Are Transforming the Supply Chain and Improving Performance

      By: Marshall Fisher and Ananth Raman
      Retailers today are drowning in data but lacking in insight: They have huge volumes of information at their disposal. But they're unsure of how to sort through it and use it to make smart decisions. The result? They're struggling with profit-sapping supply chain... View Details
      Keywords: Profit; Knowledge Use and Leverage; Logistics; Supply Chain Management; Mathematical Methods; Retail Industry
      Related
      • 22 Jul 2008
      • First Look

      First Look: July 22, 2008

      associate with the type of people they'd like to be—not the type they are. TF's NextStage must avoid trying to get customers to "act their age" and using labels and positioning that call attention to their senior status.... View Details
      Keywords: Martha Lagace
      • December 2022 (Revised May 2023)
      • Case

      Iberdrola: Leading the Energy Revolution

      By: Juan Alcácer and Emer Moloney
      At the end of 2019, Ignacio Galán, the Chairman and CEO of the world's third largest utility, Iberdrola, reflected on his almost 20 years at the company. He managed a portfolio of three very different businesses, each with their own specific opportunities and... View Details
      Keywords: Energy; Energy Generation; Energy Sources; Non-Renewable Energy; Renewable Energy; Engineering; Innovation and Management; Innovation Leadership; Innovation Strategy; Technological Innovation; Leadership; Growth and Development Strategy; Market Timing; Industry Growth; Mission and Purpose; Strategy; Energy Industry; Green Technology Industry; Utilities Industry; Transportation Industry; Auto Industry; Spain; United Kingdom; United States; Brazil; Mexico
      Related
      • 13 Apr 2011
      • Working Paper Summaries

      The ‘IKEA Effect’: When Labor Leads to Love

      Keywords: by Michael I. Norton, Daniel Mochon & Dan Ariely; Consumer Products
      • April 2008
      • Module Note

      Improvement with Customer-Operators

      By: Frances X. Frei and Dennis Campbell
      Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details
      Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design
      Related
      • October 2017 (Revised September 2022)
      • Teaching Note

      Fuyao Glass America: Sourcing Decision

      By: Willy Shih
      This case is about globalization: a Chinese company has decided to locate a production facility close to its customers in the U.S., but a recent contract bid means it will lose money, at least initially, by supplying product from that factory. The purpose of this case... View Details
      Keywords: Supply Chains; Labor Market; Labor Supply; Arbitrage; Tradable Sector; Supply Chain Management; Supply Chain; Labor; Globalization; Globalized Markets and Industries; Geographic Location; Auto Industry; United States; China
      Related
      • 07 Apr 2009
      • First Look

      First Look: April 7, 2009

      sold by knowledgeable associates, The Home Depot became a destination place for customers in need of anything from shovels to a new kitchen sink or supplies to use in recovering from a hurricane or flood. Disasters are thus both a source... View Details
      Keywords: Martha Lagace
      • September 2010
      • Supplement

      Compass Maritime Services, LLC: Valuing Ships (CW)

      By: Benjamin C. Esty and Albert W. Sheen
      Tom Roberts, a founding partner of Compass Maritime Services, a New Jersey-based shipping research and consulting firm, has been asked by a new potential customer in May 2008 for advice on purchasing a capesize bulk carrier. After identifying a suitable ship with his... View Details
      Keywords: Acquisition; Decisions; Microeconomics; Finance; Price; Management Analysis, Tools, and Techniques; Market Transactions; Partners and Partnerships; Mathematical Methods; Valuation; Consulting Industry; New Jersey
      Related