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- Faculty Publications (8)
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- Article
Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits
By: David R. Bell, Santiago Gallino and Antonio Moreno
Omnichannel environments where customers shop online and offline at the same retailer are ubiquitous and are deployed by online-first and traditional retailers alike. We focus on the relatively understudied domain of online-first retailers and the engagement of a key...
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Keywords:
Experience Attributes;
Marketing–operations Interface;
Omnichannel Retailing;
Quasi-experimental Methods;
Retail Operations;
Showrooms;
Marketing Channels;
Demand And Consumers;
Performance Efficiency;
Retail Industry
Bell, David R., Santiago Gallino, and Antonio Moreno. "Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits." Management Science 64, no. 4 (April 2018): 1629–1651. (Winner of the 2014 POMS Applied Research Challenge. Workshop on Information Systems Economics Overall Best Paper Award 2014.)
- Article
The Store Is Dead—Long Live the Store
By: David R. Bell, Santiago Gallino and Antonio Moreno
In this article, we pursue two interconnected themes: the expansion of online-first retailers into offline stores that serve the purpose of “supercharging” customer value, and the transformation of the stores of offline-first retailers from...
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Keywords:
Customer Experience;
Inventory Control;
Omnichannel Retailing;
Online Marketing;
Marketing Channels;
Trends;
Transformation;
Retail Industry
Bell, David R., Santiago Gallino, and Antonio Moreno. "The Store Is Dead—Long Live the Store." MIT Sloan Management Review 59, no. 3 (Spring 2018): 59–66.
- November 2017
- Teaching Note
Reinventing Best Buy
By: John R. Wells and Gabriel Ellsworth
Teaching Note for HBS No. 716-455.
On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales....
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Keywords:
Best Buy;
Hubert Joly;
Renew Blue;
showrooming;
Webrooming;
E-commerce;
E-commerce Strategy;
Online Retail;
Multichannel Retailing;
Omnichannel;
Marketplaces;
Turnaround;
Consumer Electronics;
Consumer Electronics Accessories;
Appliances;
Stores-within-stores;
Store Experience;
Store Size;
Store Pickup;
Store Management;
Delivery;
Delivery Models;
Amazon;
Amazon.com;
Pricing Strategy;
Business Subsidiaries;
Business Units;
Business Growth And Maturation;
Business Model;
For-profit Firms;
Customer Focus And Relationships;
Customer Satisfaction;
Entertainment;
Film Entertainment;
Games, Gaming, And Gambling;
Music Entertainment;
Television Entertainment;
Theater Entertainment;
Price;
Profit;
Revenue;
Geographic Scope;
Multinational Firms And Management;
Business History;
Cost;
Selection And Staffing;
Reports;
Technological Innovation;
Job Cuts And Outsourcing;
Human Capital;
Leading Change;
Business Or Company Management;
Goals And Objectives;
Growth And Development;
Growth And Development Strategy;
Management Teams;
Brands And Branding;
Product Marketing;
Consumer Behavior;
Demand And Consumers;
Media;
Distribution;
Order Taking And Fulfillment;
Distribution Channels;
Infrastructure;
Product;
Service Delivery;
Service Operations;
Organizational Change And Adaptation;
Public Ownership;
Problems And Challenges;
Programs;
Groups And Teams;
Sales;
Salesforce Management;
Strategy;
Adaptation;
Business Strategy;
Competition;
Competitive Advantage;
Competitive Strategy;
Corporate Strategy;
Expansion;
Technology;
Hardware;
Information Technology;
Internet;
Mobile Technology;
Online Technology;
Search Technology;
Software;
Web;
Web Sites;
Wireless Technology;
Resource Allocation;
Computer Industry;
Electronics Industry;
Entertainment And Recreation Industry;
Information Technology Industry;
Retail Industry;
Service Industry;
Technology Industry;
Telecommunications Industry;
Video Game Industry;
United States;
Minnesota;
Minneapolis;
Saint Paul;
St. Paul
- March 2016 (Revised May 2018)
- Case
Reinventing Best Buy
By: John R. Wells and Gabriel Ellsworth
On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales. These results were in marked contrast...
View Details
Keywords:
Best Buy;
Hubert Joly;
Renew Blue;
showrooming;
Webrooming;
E-commerce;
E-commerce Strategy;
Online Retail;
Multichannel Retailing;
Omnichannel;
Marketplaces;
Turnaround;
Consumer Electronics;
Consumer Electronics Accessories;
Appliances;
Stores-within-stores;
Store Experience;
Store Size;
Store Pickup;
Store Management;
Delivery;
Delivery Models;
Amazon;
Amazon.com;
Pricing Strategy;
Business Subsidiaries;
Business Units;
Business Growth And Maturation;
Business Model;
For-profit Firms;
Customer Focus And Relationships;
Customer Satisfaction;
Entertainment;
Film Entertainment;
Games, Gaming, And Gambling;
Music Entertainment;
Television Entertainment;
Theater Entertainment;
Price;
Profit;
Revenue;
Geographic Scope;
Multinational Firms And Management;
Business History;
Cost;
Selection And Staffing;
Reports;
Technological Innovation;
Job Cuts And Outsourcing;
Human Capital;
Leading Change;
Business Or Company Management;
Goals And Objectives;
Growth And Development;
Growth And Development Strategy;
Management Teams;
Brands And Branding;
Product Marketing;
Consumer Behavior;
Demand And Consumers;
Media;
Distribution;
Order Taking And Fulfillment;
Distribution Channels;
Infrastructure;
Product;
Service Delivery;
Service Operations;
Organizational Change And Adaptation;
Public Ownership;
Problems And Challenges;
Programs;
Groups And Teams;
Sales;
Salesforce Management;
Strategy;
Adaptation;
Business Strategy;
Competition;
Competitive Advantage;
Competitive Strategy;
Corporate Strategy;
Expansion;
Technology;
Hardware;
Information Technology;
Internet;
Mobile Technology;
Online Technology;
Search Technology;
Software;
Web;
Web Sites;
Wireless Technology;
Resource Allocation;
Computer Industry;
Electronics Industry;
Entertainment And Recreation Industry;
Information Technology Industry;
Retail Industry;
Service Industry;
Technology Industry;
Telecommunications Industry;
Video Game Industry;
United States;
Minnesota;
Minneapolis;
Saint Paul;
St. Paul
Wells, John R., and Gabriel Ellsworth. "Reinventing Best Buy." Harvard Business School Case 716-455, March 2016. (Revised May 2018.)
- Article
Case Study: Can Retailers Win Back Shoppers Who Browse then Buy Online?
By: Thales S. Teixeira and Sunil Gupta
This case study discusses the options that brick-and-mortar retailers can use to combat the negative consequences of 'showrooming.'
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Teixeira, Thales S., and Sunil Gupta. "Case Study: Can Retailers Win Back Shoppers Who Browse then Buy Online?" Harvard Business Review 93, no. 9 (September 2015).
- March 2015
- Article
Showrooms and Information Provision in Omni-channel Retail
By: David R. Bell, Santiago Gallino and Antonio Moreno
Bell, David R., Santiago Gallino, and Antonio Moreno. "Showrooms and Information Provision in Omni-channel Retail." Production and Operations Management 24, no. 3 (March 2015): 360–362. (Extended abstract for the 1st POMS Applied Research Challenge 2014 Awards.)
- June 2012 (Revised March 2014)
- Case
Best Buy in Crisis
By: John R. Wells and Galen Danskin
In June 2012, Best Buy was in crisis. In 1996, Best Buy overtook Circuit City as the world's leader in consumer electronics retailing; however, 18 years later, Best Buy now found this position threatened. With $51 billion in revenues, it was still the biggest CE...
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Keywords:
Change Management;
Decision Choices And Conditions;
Forecasting And Prediction;
Competitive Strategy;
Ethics;
Management Teams;
Consumer Products Industry;
Electronics Industry;
Retail Industry
Wells, John R., and Galen Danskin. "Best Buy in Crisis ." Harvard Business School Case 713-403, June 2012. (Revised March 2014.)
- February 2010 (Revised November 2013)
- Case
Living PlanIT
By: Robert G. Eccles, Amy C. Edmondson, Susan Thyne and Tiona Zuzul
Living PlanIT is a start-up company that has developed a new, innovative business model for sustainable urbanization. This model reflects the software and technology backgrounds of its founders, Steve Lewis and Malcolm Hutchinson, and is in vivid contrast to other...
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Keywords:
Business Model;
Business Startups;
Development Economics;
Entrepreneurship;
City;
Technological Innovation;
Environmental Sustainability;
Urban Development;
Construction Industry;
Green Technology Industry;
Real Estate Industry;
Portugal
Eccles, Robert G., Amy C. Edmondson, Susan Thyne, and Tiona Zuzul. "Living PlanIT." Harvard Business School Case 410-081, February 2010. (Revised November 2013.)