Publications

fall 2007
Article

An Empirical Study of System Improvement by Frontline Employees in Hospital Units

By: A. L. Tucker

Keywords: Information; System; Employees; Health; Health Industry

July – August 2011
Article

Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units

By: I. M. Nembhard and A. L. Tucker

Dynamic service settings-characterized by workers who interact with customers to deliver services in a rapidly changing, uncertain, and complex environment (e.g., hospitals)-play an important role in the economy. Organizational learning studies in these settings have... View Details

Keywords: Experience and Expertise; Customer Focus and Relationships; Learning; Health Care and Treatment; Service Delivery; Performance Improvement; Quality; Groups and Teams; Cooperation; Health Industry

March 2012 (Revised December 2014)
Case

Schön Klinik: Measuring Cost and Value

By: Robert S. Kaplan, Mary L. Witkowski and Jessica A. Hohman

The case illustrates how a leading German hospital group has invested deeply in the measurement of patient-level outcomes and costs, the foundations of a health care value framework. The company launches a pilot project to use time-driven activity-based costing (TDABC)... View Details

Keywords: Health Care; Costing; Activity-Based Costing; Hospitals; Activity Based Costing and Management; Value; Health Care and Treatment; Outcome or Result; Health Industry; Germany

June 2015 (Revised January 2017)
Case

Accor: Strengthening the Brand with Digital Marketing

By: Jill Avery, Chekitan S. Dev and Peter O'Connor

Accor, the world's leading hotel operator with a portfolio of fourteen hospitality brands (including Sofitel and Novotel) in 92 countries, prided itself on living up to its motto, "To open new frontiers in hospitality." Accor was indeed contemplating how to do just... View Details

Keywords: Digital; Hospitality; Branding; Brand Management; Marketing; Brands and Branding; Marketing Channels; Marketing Communications; Marketing Strategy; E-commerce; Accommodations Industry; Accommodations Industry; Accommodations Industry; Europe; France

Fast Answer

Challenges and Opportunities in the Restaurant Industry

financial fundamentals for valuation; equity research and investment firm data; For a multimedia learning module on LSEG Workspace check out our Learn with Baker Library LSEG Workspace Introduction. Industry and... View Details

17 Apr 2017
News

Panera-bred Leaders Have Risen Throughout the Restaurant Industry

As Ron Shaich (MBA 1978) grew Au Bon Pain and then the Panera Bread Company into the nation’s largest “fast casual” chain, he was also shaping a team of highly skilled restaurant executives. A recent article in the Boston Globe traces the lineage of these... View Details

Keywords: Hospitality; Hospitality

June 2007
Article

Implementing New Practices: An Empirical Study of Organizational Learning in Hospital Intensive Care Units

By: A. L. Tucker, I. Nembhard and A. C. Edmondson

Keywords: Practice; Organizations; Learning; Health; Information; Health Industry

January 2016
Teaching Note

Accor: Strengthening the Brand with Digital Marketing

By: Jill Avery, Chekitan S. Dev and Peter O'Connor

Teaching Note for Accor: Strengthening the Brand with Digital Marketing case View Details

Keywords: Digital; Hospitality; Marketing; Marketing Channels; Marketing Strategy; Distribution Channels; Distribution; Travel Industry; France; Europe

July 2006
Article

The Effects of Cardiac Specialty Hospitals on the Cost and Quality of Medical Care

By: Jason R. Barro, Robert S. Huckman and Daniel P. Kessler

Keywords: Health; Cost; Quality; Health Industry

Read Now

May 2020 (Revised October 2020)
Teaching Note

The Marriott-Starwood Merger: Navigating Brand Portfolio Strategy and Brand Architecture

By: Jill Avery and Chekitan S. Dev

In September 2016, Marriott completed its $13.3 billion acquisition of Starwood Hotels & Resorts, which added 11 brands to its already robust 19 hotel brand portfolio. Tina Edmundson, Marriott’s global brand officer, was charged with making sense of the brand portfolio... View Details

Keywords: Branding; Brand Portfolio Strategy; Brand Architecture; Hospitality Industry; Mergers ＆ Acquisitions; Marketing; Brands and Branding; Marketing Strategy; Mergers and Acquisitions; Travel Industry; Travel Industry; United States

February 2013 (Revised February 2017)
Case

Iz-Lynn Chan at Far East Organization

By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert

Iz-Lynn Chan, assistant director of retail business group and service quality and vice president of Far East retail consultancy for Far East Organization, a private real estate developer group in Singapore, raises service standards in the company's hospitality... View Details

Keywords: Hospitality; Organizational Change And Transformation; Leadership; Leading Change; Change Management; Service Industry; Singapore

June 2012
Case

Aman Resorts (Abridged)

By: Eugene Soltes and Aldo Sesia

This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details

Keywords: Global Business; Management Skills; Performance Appraisals; Customer Service; Incentives; Hospitality; Globalized Firms and Management; Business Model; Employees; Service Delivery; Customer Focus and Relationships; Business Strategy; Accommodations Industry

16 Jul 2020
Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

incubated, and maintained. What is clear, however, is that for the industry to recover, restaurants must incorporate health and safety measures into a hospitable environment, staffed by well-trained and... View Details

Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage

Web

Challenges and Opportunities in the Restaurant Industry - Course Catalog

requires a focus on both hospitality and profitability – how can cultures be developed to deliver both consistently? Among the most significant challenges facing the industry are the decreasing availability,... View Details

November 2020 (Revised February 2022)
Case

CommonSpirit Health: Integrating a Merger of Equals

By: Robert S. Huckman, Hise Gibson and Nicole Gilmore

Soon after closing the 2019 merger of Catholic Health Initiatives (CHI) and Dignity Health to create CommonSpirit Health, Lloyd Dean and Kevin Lofton-–jointly appointed to the role of CEO—must make several operational and strategic decisions related to the integration... View Details

Keywords: Health Care Delivery; Hospital; Merger; Merger Integration; Hospital Mergers; Health Information Technology; CEOs; Health Care and Treatment; Mergers and Acquisitions; Integration; Leadership; Customer Value and Value Chain; Decision Choices and Conditions; Governance; Information Technology; Health Industry; United States

Article

Innovations à l'hôpital: perspectives américaines [Hospital Innovations: U.S. Perspectives]

By: Maryaline Catillon

Keywords: Hospital Management; Innovation; Health; Health Care and Treatment; Management; Health Industry

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January 2013
Supplement

The Great East Japan Earthquake (C): Ishinomaki Kouwan Hospital's Response

By: Hirotaka Takeuchi, Yukiko Sakai, Rebecca Agonafir, Peter Cholewinski, Allison Kean and Emily Kloeblen

On the evening of March 11, 2011, Mayama Fumihiro, the Managing Director of Ishinomaki Kouwan Hospital knew that it would be a long, cold night. The 103 staff members and 162 patients and families were huddled on the top two floors of the four-story hospital, where... View Details

Keywords: East Japan; Earthquake; Ishinomaki Kouwan Hospital; Natural Disasters; Crisis Management; Health Care and Treatment; Health Industry; Japan

December 2013 (Revised May 2021)
Case

Paul Levy: Confronting a 'Corporate Campaign' (A)

By: James K. Sebenius

Hospital CEO Paul Levy confronts an SEIU unionization drive via a "corporate campaign" aimed at undercutting the hospital's relationships with key internal and external constituencies. Having shepherded one of Boston's top teaching hospitals much of the way through a... View Details

Keywords: Dispute Resolution; Corporate Campaign; Negotiating Campaign; Bargaining; Health Care; Hospitals; Unions; Health Care and Treatment; Negotiation; Strategy; Negotiation Process; Labor Unions; Health Industry; Boston

March 2015
Case

The I-PASS Patient Handoff Program

By: Robert S. Huckman and Michael Norris

In 2015, the I-PASS Patient Handoff Program Team, led by six pediatricians around the U.S., had to determine the best way to disseminate their program that had been proven to reduce communication errors in patient handoffs in hospital settings. Should they turn it into... View Details

Keywords: Health Care; Hospitals; Operations Improvement; Entrepreneurship; Health Care and Treatment; Health Industry; United States