Publications

09 May 2018
Research & Ideas

A Simple Way for Restaurant Inspectors to Improve Food Safety

helping establishments learn the rules, create good habits, and improve food safety practices. “It can be frustrating when establishments neglect these safety practices, which increases the risk of consumers... View Details

Keywords: by Carmen Nobel; Food & Beverage; Food & Beverage

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

service organization, and comfort with a team-based organization. Aisner: What are some examples of organizations that do all this right? Heskett: Organizations that have benefited from this kind of... View Details

Keywords: by Jim Aisner; Retail

14 Sep 2015
Research & Ideas

Rewriting the Rules of Service Competition

well. As a result, these organizations staff very carefully, hiring for attitude and then training for skills, whether the business is fast food or cutting-edge medical organizations such as the Mayo Clinic.... View Details

Keywords: by James Heskett, W. Earl Sasser & Leonard A. Schlesinger; Retail

24 Apr 2023
HBS Case

What Does It Take to Build as Much Buzz as Booze? Inside the Epic Challenge of Cannabis-Infused Drinks

impact can be limited by whether or not consumers can actually access the product. “You’re creating a lot of awareness with these ad campaigns,” says Israeli, who cofounded the Customer Intelligence Lab at the Digital, Data, and Design... View Details

Keywords: by Jay Fitzgerald; Food & Beverage; Food & Beverage

23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

red on food service. But Southwest doesn't pay much attention to that, because getting better at food service would slow its turnaround time, which is a big green for the... View Details

Keywords: by Deborah Blagg; Service

February 2022
Article

Sugar-sweetened Beverage Purchases and Intake at Event Arenas with and without a Portion Size Cap

By: Sheri Volger, James Scott Parrott, Brian Elbel, Leslie K. John, Jason P. Block, Pamela Rothpletz-Puglia and Christina A. Roberto

This is the first real-world study to examine the association between a voluntary 16-ounce (oz.) portion-size cap on sugar-sweetened beverages (SSB) at a sporting arena on volume of SSBs and food calories purchased and consumed during basketball games. Cross-sectional... View Details

Keywords: Sugar-sweetened Beverages; Nutrition Policy; Obesity Prevention; Portion Sizes; Nutrition; Policy; Health; Behavior

Read Now

February 2020
Case

Rotoplas: Bringing More and Better Water

By: John D. Macomber and Carla Larangeira

Private companies were being turned to for potable water in the world’s megacities due to impacts of climate change including droughts and flooding. Mexico City had endured several water-related crises, with its population suffering from floods, droughts, water... View Details

Keywords: Water Supply; Water Management; Finance; Infrastructure; Urban Development; Business and Government Relations; Latin America; Mexico

02 Jun 2020
Research & Ideas

Coronavirus Careers: Cloud Kitchens Are Now Serving

work, typically through online delivery companies such as Uber Eats, Postmates, Grubhub, and DoorDash. (Delivery services are not new, of course. In 2018, American consumers used third-party delivery View Details

Keywords: by Lena Ye and Geoffrey Jones; Food & Beverage

August 2016 (Revised July 2017)
Case

Diageo and Mey Icki: Turkish Delight or Turkish Hangover?

By: Dante Roscini and Gamze Yucaoglu

In September 2013, two years after its $2.1 billion acquisition of Mey Icki Sanayi ve Ticaret AS (Mey Icki), the principal spirits company in Turkey specializing in the local beverage, raki, Diageo, the world’s leading premium drinks company, was concerned about new... View Details

Keywords: Foreign Direct Investment; Emerging Markets; Government Legislation; Taxation; Valuation; Business and Government Relations; Government and Politics; Risk Management; Food and Beverage Industry; Food and Beverage Industry; Middle East; Turkey

2018
Dictionary Entry

Communicating about Climate Change with Corporate Leaders and Stakeholders

By: Andrew J. Hoffman

Within the corporate sector, climate change represents an unfolding market shift, one that is driven by policy but also by pressures from a variety of market constituents such as consumers, suppliers, buyers, insurance companies, banks, and others. The shift takes... View Details

Keywords: Adaptation; Climate Change; Transition; Innovation Strategy; Markets

04 Aug 2021
Research & Ideas

Worried About the Great Resignation? Be a Good Company to Come From

the food and drinks industry are increasing wages, and in a concession to work-life balance, Walmart and Target... View Details

Keywords: by Sandra J. Sucher and Shalene Gupta

15 Jan 2019
First Look

New Research and Ideas, January 15, 2019

forthcoming American Journal of Therapeutics Food and Drug Administration Guidance Documents and New Medical Devices: The Case of Breast Prostheses By: Weitzman, Rachel E.,... View Details

Keywords: Dina Gerdeman

27 Nov 2006
Research & Ideas

Manly Men, Oil Platforms, and Breaking Stereotypes

cafeteria. While on site we wore regulation steel-toed boots, hard hat, goggles, and ear plugs. During each visit, we ate meals and shared living quarters with employees. The View Details

Keywords: by Sarah Jane Gilbert; Energy; Utilities

18 Apr 2018
First Look

First Look at New Research and Ideas, April 18, 2018

labels (vs. text warning labels, calorie labels, and no labels), provided insight into psychological mechanisms driving effectiveness, and assessed consumer sentiment. Study 1 indicated that graphic warning... View Details

Keywords: Sean Silverthorne

September 2018 (Revised April 2019)
Case

AMC Entertainment: Creating a Spectacular Moviegoing Experience (A)

By: Henry McGee and Aldo Sesia

In 2018, the Hollywood film industry is facing tough headwinds. Fewer and fewer Americans are going to movie theaters, opting instead to watch movies on demand in the comfort of their own homes or on portable devices. Adam Aron, the head of the world’s largest movie... View Details

Keywords: Exhibitors; Movies; Film Entertainment; Disruptive Innovation; Consumer Behavior; Competitive Strategy; Expansion; Global Range; Business Model; Motion Pictures and Video Industry