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29 Apr 2013
Working Paper Summaries

Exclusive Preferential Placement as Search Diversion: Evidence from Flight Search

Keywords: by Benjamin G. Edelman & Zhenyu Lai; Publishing; Technology

22 Sep 2010
Working Paper Summaries

The Task and Temporal Microstructure of Productivity: Evidence from Japanese Financial Services

Keywords: by Bradley R. Staats & Francesca Gino; Banking

2016
Teaching Note

Advanced Leadership Pathways: General Gale Pollock and Services for the Vision Impaired

By: Rosabeth M. Kanter, Tessa Natanay Hamilton and Ai-Ling Jamila Malone

Teaching note for case 314029. Following a successful military career as an Army Nurse, achieving rank as Major General, becoming the first female Acting Surgeon General of the Army, and the 22nd Chief of the Army Nurse Corps, Pollock developed a vested interest in... View Details

Keywords: Health Care; Health Care Education; Insurance Companies; Military; Leadership Skills; Health Care and Treatment; Education; Insurance; Business Startups; Information Technology; Applications and Software; Change Management; Health Industry; Information Technology Industry

2013
Dissertation

Designing Freemium: A Model of Consumer Usage, Upgrade, and Referral Dynamics

By: Clarence Lee, Vineet Kumar and Sunil Gupta

Abstract. Over the past decade "freemium" (free + premium) has become the dominant business model among internet start-ups for its ability to acquire and monetize a large install-base with limited marketing resources. Freemium is a hybrid strategy where a firm offers... View Details

Keywords: Discrete-Continuous Choice Dynamic Structural Models; Bayesian Estimation; Word-of-Mouth; Digital Services; Freemium; Entrepreneurship; Business Model; Motivation and Incentives; Marketing Strategy; Internet and the Web; Consumer Behavior; Marketing Reference Programs; Business Startups

2014
Teaching Note

Microfinance Services in Rural Areas--Farmers' Self-reliance Branch of CFPA Microfinance in Shangyi County (TN)

By: F. Warren McFarlan, Yang Siqun and Shen Meihua

Microfinance is introduced into China in the 1990s. It had gone through 3 phases since the beginning, namely the pilot phase when all Microfinance practices are sponsored by charity funds based on projects, the promotion phase when the government subsidized some... View Details

Keywords: Microfinance; Rural Entrepreneurship; Value Added; China; China

2013
Case

Advanced Leadership Pathways: General Gale Pollock and Services for the Vision Impaired

By: Rosabeth M. Kanter, Juliane Calingo Schwetz and Patricia Bissett Higgins

In July 2012, retired United States Army Major General Gale Pollock created Elevivo, a venture that worked on developing a comprehensive disease management software system to support the growing number of visually impaired individuals by providing them with tailored... View Details

Keywords: Disease Management; Health; Health Care and Treatment; Education; Information Technology; Insurance; Entrepreneurship; Leadership; Information Technology Industry; Health Industry; United States

May 2022
Case

What to Propose?

By: David G. Fubini

Two audit and financial services firms, one of which your consulting firm has supported extensively, have merged to create one of the largest audit firms in the world. The audit firm's Executive Team has requested proposals aimed at re-evaluating their internal... View Details

Keywords: Consulting; Professional Services; Governance; Presentations; Organizational Structure; Transition; Mergers and Acquisitions; Consulting Industry

July–August 2013
Article

A Joint Model of Usage and Churn in Contractual Settings

By: Eva Ascarza and Bruce G.S. Hardie

As firms become more customer-centric, concepts such as customer equity come to the fore. Any serious attempt to quantify customer equity requires modeling techniques that can provide accurate multiperiod forecasts of customer behavior. Although a number of researchers... View Details

Keywords: Churn; Retention; Contractual Settings; Access Services; Hidden Markov Models; RFM; Latent Variable Models; Customer Value and Value Chain; Consumer Behavior

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September 2013
Article

Cultures as Learning Laboratories: What Makes Some More Effective than Others?

By: Elaine Mosakowski, Goran Calic and P C Early

With a mandate to globalize, business school educators have increasingly embraced global service learning as an important technique for creating global mind-sets and enhancing cultural understanding in students. While we applaud this movement from the domestic to the... View Details

Keywords: Business Education; Learning; Cognition and Thinking; Cross-Cultural and Cross-Border Issues

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2015
Working Paper

Do-gooders and Go-getters: Career Incentives, Selection, and Performance in Public Service Delivery

By: Nava Ashraf, Oriana Bandiera and Scott S. Lee

We study how career incentives affect who selects into public health jobs and, through selection, their performance while in service. We collaborate with the Government of Zambia to experimentally vary the salience of career incentives in a newly created health worker... View Details

Keywords: Motivation and Incentives; Health Industry; Zambia

September 2016 (Revised July 2018)
Case

United Airlines: More Out-and-Back Flying?

By: Ryan W. Buell, Willy Shih and Mike Toffel

This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and... View Details

2012
Article

Conflict Policy and Advertising Agency-Client Relations: The Problem of Competing Clients Sharing a Common Agency

By: Alvin J. Silk

What restrictions should be placed on advertising agencies with respect to serving accounts or clients that are competitors of one another in order to avoid conflicts of interest? In recent decades, the advertising and marketing services industry has undergone a number... View Details

Keywords: Advertising Agency; Competitors; Marketing Services Industry; Structural Changes; Agency-client Relationships; Hybrid Conflict Policies; Safeguards; Advertising; Advertising Industry; Europe; Latin America; North and Central America

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November 2016 (Revised February 2017)
Case

BrightStar Care: The Evolution of a Leadership Team

By: Boris Groysberg, Colleen Ammerman and John D. Vaughan

BrightStar Care was a rapidly growing franchise of home health care agencies. Founded by husband and wife team JD and Shelly Sun as a single agency near Chicago in 2002, BrightStar had opened nearly 300 franchises across the United States by 2016, generating over $300... View Details

Keywords: Health Care Services; Entrepreneurs; Board Of Directors; Boards Of Directors; Health Care Industry; Growth Strategy; Organizational Change; Brand Positioning; Entrepreneurial Organizations; Entrepreneurial Management; Franchising; Family-owned Business; Home Health Care; Managing Growth; Management Styles; Organizational Development; Talent Management; Women Executives; Women And Leadership; Business Startups; Family Business; Small Business; Talent and Talent Management; Governing and Advisory Boards; Health Care and Treatment; Human Capital; Leadership Development; Leadership Style; Business or Company Management; Growth and Development Strategy; Management Analysis, Tools, and Techniques; Management Skills; Management Style; Management Succession; Management Systems; Management Teams; Brands and Branding; Marketing Strategy; Strategy

December 2014 (Revised July 2021)
Case

Discovery Limited

By: Michael E. Porter, Mark R. Kramer and Aldo Sesia

Discovery Ltd. is a South Africa-based insurance company. Started in the early 1990s, Discovery used behavioral economics and data collection to innovate in the health care insurance industry. Its founder Adrian Gore believed that the company's products needed to not... View Details

Keywords: Shared Value; Health Care; Financial Services; Strategy; Value Creation; Health Care and Treatment; Insurance; Growth and Development Strategy; Financial Services Industry; Financial Services Industry; Financial Services Industry; South Africa

2021
Article

Masked and Distanced: A Qualitative Study of How Personal Protective Equipment and Distancing Affect Teamwork in Emergency Care

By: Tuna Cem Hayirli, Nicholas Stark, Aditi Bhanja, James Hardy, Christopher Peabody and Michaela J. Kerrissey

Background: Newly intensified use of personal protective equipment (PPE) in emergency departments presents teamwork challenges affecting the quality and safety of care at the frontlines.
Objective: We conducted a qualitative study to categorize and... View Details

Keywords: COVID-19; Teamwork; Emergency Service; Hospital; Quality Of Health Care; Health Pandemics; Health Care and Treatment; Quality; Groups and Teams; Communication

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21 Dec 2009
Research & Ideas

Good Banks, Bad Banks, and Government’s Role as Fixer

Treasury has proposed that systemic risks be monitored by a newly formed Financial Services Oversight Council, with the Fed becoming the primary regulator of all institutions posing such risks. I disagree... View Details

Keywords: by Roger Thompson; Financial Services; Financial Services

June 2015 (Revised April 2018)
Case

WeChat: A Global Platform?

By: Willy Shih, Howard Yu and Feng Liu

WeChat was developed by Tencent Holdings as a lightweight messaging platform. As it grew quickly to become the most popular messaging app in China, it added a range of products and services that sat on top that were designed to appeal to a broad range of consumers and... View Details

Keywords: Online Platforms; China; WeChat; Tencent Holdings; Globalization; Internet and the Web; Applications and Software; Digital Platforms; Telecommunications Industry; Information Industry; China

November 2015 (Revised February 2016)
Case

Allianz Turkey: Focus on the Customer (A)

By: W. Earl Sasser and Gamze Yucaoglu

At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details

Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey

December 2003 (Revised March 2005)
Background Note

Who is a Professional?

By: Ashish Nanda

Many occupations lay claim to professional status. Business executives, social workers, musicians, sportsmen, and academics describe their occupations as "professions". Office assistants call themselves "administrative professionals". Obviously, not all occupations... View Details

Keywords: Status and Position; Jobs and Positions; Service Industry

04 Jun 2018
Research & Ideas

Think of it as Professors in Cars Having Coffee

series, gathers in a basement studio at HBS with Desai and Oberholzer-Gee, as well as the occasional guest, to talk about current events, pop culture, and pet peeves. Desai is... View Details

Keywords: by Sean Silverthorne; Education; Entertainment & Recreation

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