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Publications

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    • Faculty Publications  (11)

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    • All HBS Web  (96)
      • Faculty Publications  (11)

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      • September 2020
      • Article

      Customer Supercharging in Experience-Centric Channels

      By: David R. Bell, Santiago Gallino and Antonio Moreno
      We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and...  View Details
      Keywords: Retail Operations; Marketing-operations Interface; Omnichannel Retailing; Experience Attributes; Quasi-experimental Methods; Operations; Internet and the Web; Marketing Channels; Consumer Behavior; Retail Industry
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      Bell, David R., Santiago Gallino, and Antonio Moreno. "Customer Supercharging in Experience-Centric Channels." Management Science 66, no. 9 (September 2020).
      • August 2020 (Revised March 2021)
      • Case

      Migros Turkey: Scaling Online Operations (A)

      By: Antonio Moreno and Gamze Yucaoglu
      The case opens in November 2019 as Ozgur Tort and Mustafa Bartin, CEO and chief large-format and online retail officer of Migros Ticaret A.S. (Migros), Turkey’s oldest and one of its largest supermarket chains, are contemplating what the best fulfillment format and...  View Details
      Keywords: Retail; Grocery; Business Model; Emerging Markets; For-Profit Firms; Strategy; Digital Platforms; Information Technology; Technology Adoption; Value Creation; Globalization; Competition; Expansion; Logistics; Profit; Resource Allocation; Corporate Strategy; Turkey
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      Moreno, Antonio, and Gamze Yucaoglu. "Migros Turkey: Scaling Online Operations (A)." Harvard Business School Case 621-026, August 2020. (Revised March 2021.)
      • November 2019 (Revised December 2020)
      • Case

      Grupo Éxito: Facing Colombia's Competitive Grocery Retail Industry

      By: José B. Alvarez, Carla Larangeira, Jenyfeer Martinez Buitrago and Miguel Diaz Moreno
      Grupo Éxito, a leading South American retailer, faced declining market shares in Colombia in 2019 with the arrival of low-cost competitors and emerging digital trends. Originally founded in Medellín, Éxito had over the course of its seventy-year history evolved from a...  View Details
      Keywords: Grocery; Market Share; Information Technology; Trends; Competitive Strategy; Retail Industry; Colombia; Latin America
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      Alvarez, José B., Carla Larangeira, Jenyfeer Martinez Buitrago, and Miguel Diaz Moreno. "Grupo Éxito: Facing Colombia's Competitive Grocery Retail Industry." Harvard Business School Case 520-043, November 2019. (Revised December 2020.)
      • November 7, 2017
      • Article

      Temporary Sharing Prompts Unrestrained Disclosures That Leave Lasting Negative Impressions

      By: Reto Hofstetter, Roland Rüppell and Leslie John
      With the advent of social media, the impressions people make on others are based increasingly on their digital disclosures. Yet digital disclosures can come back to haunt, making it challenging for people to manage the impressions they make. In field and online...  View Details
      Keywords: Disclosure; Privacy; Self-presentation; Impression Formation; Behavior; Perspective; Internet and the Web; Social Media
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      Hofstetter, Reto, Roland Rüppell, and Leslie John. "Temporary Sharing Prompts Unrestrained Disclosures That Leave Lasting Negative Impressions." Proceedings of the National Academy of Sciences 114, no. 45 (November 7, 2017).
      • February 2017 (Revised March 2018)
      • Case

      BIM: Finding New Ways to Grow

      By: Michael Chu and Gamze Yucaoglu
      BIM, Turkey’s giant retailer with a hard-discount model for the popular segments, must decide whether to launch a brand-new format challenging the modern supermarkets. Since its founding in 1995, BIM has adhered to a business model based on a relentless focus on costs...  View Details
      Keywords: Turkey; Decision; Emerging Markets; Private Sector; For-Profit Firms; Business Model; Business Strategy; Competitive Advantage; Growth and Development Strategy; Value Creation; Change Management; Decisions; Growth Management; Retail Industry; Turkey
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      Chu, Michael, and Gamze Yucaoglu. "BIM: Finding New Ways to Grow." Harvard Business School Case 317-097, February 2017. (Revised March 2018.)
      • October 2013 (Revised January 2016)
      • Case

      J.C. Penney's 'Fair and Square' Strategy (Abridged)

      By: Elie Ofek and Jill Avery
      As he gets ready to release 2nd quarter 2012 results, Ron Johnson, the new CEO of department store J.C. Penney, is reconsidering the dramatic changes he initiated for the business model and brand image of his company. A new pricing scheme he put in place in February,...  View Details
      Keywords: Business Model; Change Management; Marketing Strategy; Price; Consumer Behavior; Decision Making; Management Teams; Brands and Branding; Retail Industry; United States
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      Ofek, Elie, and Jill Avery. "J.C. Penney's 'Fair and Square' Strategy (Abridged)." Harvard Business School Case 514-063, October 2013. (Revised January 2016.)
      • September 2012 (Revised January 2013)
      • Case

      J.C. Penney's 'Fair and Square' Pricing Strategy

      By: Elie Ofek and Jill Avery
      As a he gets ready to release 2nd quarter 2012 results, Ron Johnson, the new CEO of department store J.C. Penney, is reconsidering the dramatic changes he initiated for the business model and brand image of his company. A new pricing scheme he put in place in February,...  View Details
      Keywords: Change Management; Consumer Behavior; Management Teams; Business Model; Marketing Strategy; Price; Brands and Branding; Decision Making; Retail Industry; United States
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      Ofek, Elie, and Jill Avery. "J.C. Penney's 'Fair and Square' Pricing Strategy." Harvard Business School Case 513-036, September 2012. (Revised January 2013.)
      • February 2008 (Revised February 2019)
      • Case

      MP3 Portable Audio Players and the Recorded Music Industry

      By: Willy Shih
      The emergence of the MP3 file-based music format not only disrupted the market for portable audio players, it also impacted the business models of major record labels. Modularity, and the commoditization spillover enabled by modularity in the personal computer...  View Details
      Keywords: Recording; Digital Devices; Digital Media; Digital Music; Digital; Digital Economics; Consumer Electronics; Customer Value and Value Chain; Disruptive Innovation; Technological Innovation; Information Technology; Music Industry; Technology Industry; Electronics Industry; United States
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      Shih, Willy. "MP3 Portable Audio Players and the Recorded Music Industry." Harvard Business School Case 608-119, February 2008. (Revised February 2019.) (These are the new exhibits.)
      • April 2006 (Revised October 2006)
      • Case

      Best Buy Co., Inc.: Customer-Centricity

      By: Rajiv Lal, Carin-Isabel Knoop and Irina Tarsis
      With FY2005 sales of $27.3 billion, Richfield, Minn.-based Best Buy Co., Inc. was the leading retailer of consumer electronics, home-office products, and related services in North America. Its operations included the distinct store formats Best Buy, Future Shop in...  View Details
      Keywords: Customer Focus and Relationships; Service Operations; Business Earnings; Financial Crisis; Failure; Business Model; Leadership; Segmentation; Value Creation; Electronics Industry; United States; Canada; Mongolia
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      Lal, Rajiv, Carin-Isabel Knoop, and Irina Tarsis. "Best Buy Co., Inc.: Customer-Centricity." Harvard Business School Case 506-055, April 2006. (Revised October 2006.)
      • November 2005 (Revised September 2007)
      • Case

      Beijing Hualian

      By: David E. Bell and Mary L. Shelman
      China's fifth largest domestic retailer faced intensifying competition from Wal-Mart and Carrefour with the opening of China's fast-growing retail market in January 2005. In response, Beijing Hualian developed a new "Family Store" format targeted at the nation's...  View Details
      Keywords: Marketing Strategy; Product Positioning; Consumer Behavior; Competition; Corporate Strategy; Retail Industry; China
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      Bell, David E., and Mary L. Shelman. "Beijing Hualian." Harvard Business School Case 906-403, November 2005. (Revised September 2007.)
      • Research Summary

      Retail and the Internet

      By: Rajiv Lal
      The emergence of new technology, increasing number of new retail formats and the emphasis on store brands are contributing factors to enormous changes taking place in retailing. Rajiv Lal's work on the use of the Internet by retailers calls into question the...  View Details
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