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Professor Lemon's work on dynamic customer relationships provides insight into how the customer's view of the relationship changes over time. Her...
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's...
- 2021
- Working Paper
The Value of Data and Its Impact on Competition
By: Marco Iansiti
Common regulatory perspective on the relationship between data, value, and competition in online platforms has increasingly centered on the volume of data accumulated by incumbent firms. This view posits the existence of "data network effects," where more data leads to...
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- July 2021
- Case
Fynd
By: Ranjay Gulati, Kairavi Dey and Rachna Tahilyani
Fynd is a fast-growing venture that in 7 years since its founding has become India's largest omnichannel retail company with real-time access to over 9,000 stores' offline inventory. It started as a B2B business supporting retailers who didn’t have an online business,...
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- July 2021
- Supplement
Airbnb Emerges from the Pandemic: Lessons for Stakeholder Governance (B)
By: Benjamin C. Esty and Allison M. Ciechanover
As the COVID pandemic spread in early 2020, global travel ground to a halt. For Airbnb, the San Francisco-based platform for renting accommodations, the impact was both swift and severe as revenues plummeted more than 70% over the prior year. Responding to the sudden...
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Keywords:
Business and Stakeholder Relations;
Corporate Governance;
Crisis Management;
Leadership;
Two-Sided Platforms;
Corporate Social Responsibility and Impact;
Mission and Purpose;
Value Creation;
Decision Making;
Goals and Objectives;
Travel Industry;
Tourism Industry;
Service Industry;
United States
- July 2021
- Case
Allianz Customer Centricity: Is Simplicity the Way Forward?
By: Eva Ascarza and Emilie Billaud
This case explores the tradeoffs between product personalization and simplicity as companies grow. The case presents an opportunity to understand whether and how each of these approaches enables and/or limits companies’ abilities to provide customer satisfaction while...
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- 2021
- Article
Are They Useful? The Effects of Performance Incentives on the Prioritization of Work Versus Personal Ties
By: Julia Hur, Alice Lee-Yoon and Ashley V. Whillans
Most working adults report spending very little time with friends and family. The current research explores the aspects of work that encourage employees to spend less time with personal ties. We show that incentive systems play a critical role in shaping how people...
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- July 2021
- Case
Brigham & Women’s Hospital: Using Patient Reported Outcomes to Improve Breast Cancer Care
By: Robert S. Kaplan, Navraj S. Nagra and Syed S. Shehab
Dr. Andrea Pusic, breast cancer reconstruction surgeon, wants to extend outcomes measurement beyond traditional surgical metrics of infections, complications, and survival rates. The case describes her development of a new mobile phone app, which collects patients’...
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- July 2021
- Teaching Note
Digital Transformation 2.0: CEO Elie Girard at Atos
By: Tsedal Neeley
Teaching Note for HBS Case No. 421-024. Elie Girard has taken the helm as CEO of multinational IT giant Atos to lead the company into the next era of digital transformation. Noticing that customers’ digital needs were evolving to become even more specialized and global...
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- July 2021
- Article
Multinationality and Capital Structure Dynamics: A Corporate Governance Explanation
By: Daniel Gyimah, Nana Abena Kwansa, Anthony K. Kyiu and Anywhere Sikochi
This paper examines the impact of corporate governance on capital structure dynamics. Using ordinary least squares regressions on 17,496 firm-year observations for 2,294 U.S. multinational companies (MNCs) over the period 1990–2018, we find that MNCs with strong...
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- 2021
- Working Paper
Impact Accounting for Product Use: A Framework and Industry-specific Models
By: George Serafeim and Katie Trinh
This handbook provides the first systematic attempt to generate a framework and industry-specific models for the measurement of impacts on customers and the environment from use of products and services, in monetary terms, that can then be reflected in financial...
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- June 2021
- Teaching Note
Michael Phelps: 'It's Okay to Not Be Okay'
By: Boris Groysberg, Carin-Isabel Knoop and Michael Norris
Teaching Note for HBS Case No. 421-044. In 2020, Michael Phelps, the most decorated Olympian of all time, with 28 medals in various swimming events, was now retired. As he looked back on his 20+ year athletic career, he considered what had gone into making him the...
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- June 2021
- Case
Akira Fukabori and Kevin Kajitani at avatarin (A)
By: Linda A. Hill and Emily Tedards
In 2016, Akira Fukabori and Kevin Kajitani, aeronautical engineers at All Nippon Airways Co., Ltd., began to wonder why, in a world of accelerating globalization and digital connectivity, those who lived in far-remote villages or impoverished urban areas could not...
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Keywords:
Agility;
Ecosystem;
Innovation Ecosystems;
Crowdsourcing;
Open Innovation;
Partnership;
Government;
Collaboration;
Co-creation;
Purpose;
Impact;
Social Impact;
Movement;
Organizational Behavior;
Organizational Ambidexterity;
Ambidexterity;
Culture;
Culture Change;
Global Teams;
Experimentation;
Space;
Airline Industry;
Start-up;
Platform Business;
Platform Strategy;
Platform;
Digital;
Robotics;
Robots;
Mobility;
Strategy;
COVID-19;
Intrapreneurship;
Public-private Partnership;
XPRIZE;
Space Industry;
Avatar;
Telepresence;
Innovation Lab;
Innovation and Invention;
Technological Innovation;
Partners and Partnerships;
Collaborative Innovation and Invention;
Alignment;
Leadership;
Leading Change;
Diversity;
Organizational Culture;
Change Management;
Entrepreneurship;
Transportation Industry;
Aerospace Industry;
Japan
- June 2021
- Case
Akira Fukabori and Kevin Kajitani at avatarin (A) (Abridged)
By: Linda A. Hill and Emily Tedards
In 2016, Akira Fukabori and Kevin Kajitani, aeronautical engineers at All Nippon Airways Co., Ltd., began to wonder why, in a world of accelerating globalization and digital connectivity, those who lived in far-remote villages or impoverished urban areas could not...
View Details
Keywords:
Agility;
Ecosystem;
Innovation Ecosystems;
Innovation;
Crowdsourcing;
XPRIZE;
Open Innovation;
Partnership;
Government;
Collaboration;
Co-creation;
Purpose;
Impact;
Social Impact;
Movement;
Organizational Behavior;
Organizational Ambidexterity;
Ambidexterity;
Culture;
Culture Change;
Global Teams;
Experimentation;
Space;
Space Industry;
Airline Industry;
Start-up;
Platform Business;
Platform Strategy;
Platform;
Digital;
Robotics;
Robots;
Avatar;
Telepresence;
Innovation Lab;
Mobility;
COVID-19;
Intrapreneurship;
Public-private Partnership;
Innovation and Invention;
Technological Innovation;
Partners and Partnerships;
Collaborative Innovation and Invention;
Alignment;
Leadership;
Leading Change;
Diversity;
Organizational Culture;
Change Management;
Strategy;
Entrepreneurship;
Transportation Industry;
Aerospace Industry;
Japan
- May 2021
- Simulation
Customer Compatibility Exercise Application
By: Ryan W. Buell
Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort...
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- May 2021
- Case
Airbnb During the Pandemic: Stakeholder Capitalism Faces a Critical Test
By: Benjamin C. Esty and Allison Ciechanover
As the COVID pandemic spread in early 2020, global travel ground to a halt. For Airbnb, the San Francisco-based platform for renting accommodations, the impact was both swift and severe as revenues plummeted more than 70% over the prior year. Responding to the sudden...
View Details
Keywords:
Business and Stakeholder Relations;
Corporate Governance;
Crisis Management;
Leadership;
Two-Sided Platforms;
Corporate Social Responsibility and Impact;
Mission and Purpose;
Value Creation;
Decision Making;
Goals and Objectives;
Travel Industry;
Tourism Industry;
Service Industry;
United States
- May 2021
- Teaching Note
From Globalization to Dual Digital Transformation: CEO Thierry Breton Leading Atos Into 'Digital Shockwaves'
By: Tsedal Neeley
Teaching Note for HBS Case Nos. 419-027 and 419-046. Thierry Breton, chairman and CEO of IT company Atos, faces a pivotal juncture. After spending eight intense years scaling the company globally to over 100,000 employees in 70 countries, he sees digital shockwaves...
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- May 2021 (Revised May 2021)
- Case
Coats: Supply Chain Challenges
By: Willy C. Shih and Adina Wong
Coats, the largest thread maker in the world, transformed its business to digital colour measurement so that it could respond better to customer demand in the garment industry for rapid product cycles and more fragmented colour choices. Its embrace of digital colour...
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- May 2021
- Supplement
Odebrecht's 'Transformation Journey' (B)
By: Lynn S. Paine, Ruth Costas and Pedro Levindo
The case describes how Odebrecht’s board of directors handled the issues raised in the (A) case and continues the story of the Group’s efforts to restore its reputation and return to growth after admitting its role in Latin America’s largest-ever corruption scandal....
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- May 2021
- Teaching Plan
Gera Developments: Leadership at a Crossroads
By: Christina R. Wing and John Masko
Teaching Plan for HBS Case No. 621-018. For decades, Gera Developments (Gera) was a boutique family-owned real estate development firm in Pune, India. But since 2000, managing director Rohit Gera had turned the company into a dynamic innovator in housing solutions for...
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Keywords:
Buildings and Facilities;
Business Growth and Maturation;
Construction;
Geographic Location;
Global Strategy;
Globalized Firms and Management;
Housing;
Leadership Style;
Management Succession;
Organizational Change and Adaptation;
Organizational Culture;
Family Ownership;
Family and Family Relationships;
Urban Development;
Customization and Personalization;
Real Estate Industry;
Maharashtra;
India;
San Francisco
- May 2021
- Case
Endeavor Kenya: Building an Entrepreneurial Ecosystem
By: Lynda M. Applegate, Shikhar Ghosh and Christian Godwin
In 2016, Fiona Mungai became Endeavor Kenya’s first managing director. In this role, she helped the organization build its inaugural board and select its first Endeavor entrepreneur, a fintech company called Cellulant. Throughout this process, Mungai observed the power...
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Keywords:
Business Ventures;
Entrepreneurship;
Human Resources;
Leadership;
Leading Change;
Management;
Growth and Development Strategy;
Negotiation;
Economy;
Markets;
Emerging Markets;
Network Effects;
Relationships;
Strategy;
Financial Services Industry;
Technology Industry;
Telecommunications Industry;
Shipping Industry;
Agriculture and Agribusiness Industry;
Africa;
Kenya
- 2021
- Book
The Heart of Business—Leadership Principles for the Next Era of Capitalism
By: Hubert Joly and Caroline Lambert
A remarkable turnaround by a leader with a remarkable philosophy: Find your noble purpose. Put people at the center. Unleash human magic.
"It was fall in Minnesota. It was getting cold and we were supposed to die." This is how Hubert Joly describes the early,... View Details
"It was fall in Minnesota. It was getting cold and we were supposed to die." This is how Hubert Joly describes the early,... View Details