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The Ordinary Heroes of the Taj
Organizational culture Magazine ArticleHow an Indian hotel chain’s organizational culture nurtured employees who were willing to risk their lives to save their guests -
Innovate at Your Own Risk: Deborah Wince-Smith on Competitiveness
Emerging markets Magazine ArticleThe U.S. may be the world’s leading innovator, but it won’t be for long if investors, regulators, and the legal establishment continue to penalize companies for risk taking, says Deborah Wince-Smith, president of the Council on Competitiveness. Recently, the council’s National Innovation Initiative, a leadership network of CEOs and university presidents, released a report in […] -
Crucible: Losing the Top Job—and Winning It Back
Entrepreneurship Magazine ArticleWhen Michael Mack was fired from the company he’d built, he was devastated. It would end up being the best thing that could have happened to him. -
Taking the Measure of Mood
Organizational culture Magazine ArticleThe Inn at Little Washington, in Virginia’s Shenandoah Valley, is one of America’s most acclaimed restaurants, rated number one in North America by Travel + Leisure magazine and listed among the top ten in the world by the International Herald Tribune. Yet, as co-owner and chef Patrick O’Connell explains, exquisite food is the norm at […] -
The Health Risks of Business Travel
Health and behavioral science Digital ArticleIn some cases, they’re worth it. -
Forced to Shut Down
Leadership & Managing People Magazine ArticleIn 1999, Mei Zhang quit her lucrative consulting job to launch WildChina, a small travel company in her native China. Nearly four years later, the SARS... -
Capturing Customers’ Spare Change
Analytics and data science Magazine ArticleGetting customers to make impulse purchases at the checkout counter has always been more of an art than a science. Now, though, the fast-food industry is combining psychology and computer technology to increase impulse buying. This new sales strategy exploits what we call the “spare-change effect”—people’s willingness to buy with change goods that they wouldn’t […] -
How Service Companies Can Earn Customer Trust and Keep It
Sales & Marketing Digital ArticleUnited broke six important rules. -
The Best Luxury Services Are Customized, Not Standardized
Customer service Digital ArticleYou can’t rely on a checklist. -
Life’s Work: An Interview with Alain Ducasse
Cross-cultural management Magazine ArticlePhotography: Eric Leleu Alain Ducasse learned to love food on his parents’ farm. He received his first three-star Michelin rating—for Le Louis XV, in Monaco—when he was just 33 and now runs an empire of more than 20 restaurants (with a collective 19 Michelin stars) in cities from Tokyo to Las Vegas. Interviewed by Patrice […] -
Your Company Needs a Space Strategy. Now.
Innovation & Entrepreneurship Magazine ArticleSpace is becoming a potential source of value for businesses across a range of sectors, including agriculture, pharmaceuticals, consumer goods, and tourism.... -
The Hazards of Hounding
Motivating people Magazine ArticleCompanies aggressively offer discounts, introductory coupons, and other incentives to lure new customers—and, often, those prospects oblige by making an initial purchase. But my research in the financial services, fast food, and automotive sales and service industries shows how these tactics can backfire. In one study, involving 300 new customers of a bank, 71% of […] -
Blockchain Will Transform Customer Loyalty Programs
Sales & Marketing Digital ArticleTravel companies will see the biggest changes. -
Priceline's CEO on Creating an In-house Multilingual Customer Service Operation
Leadership & Managing People Magazine ArticleToday, the author writes, business can be conducted in English almost anywhere in the developed world, possibly excepting Japan. But when you build or... -
How Luxury Brands Can Motivate Service Employees
Human resource management Digital ArticleFinancial security, forgiveness, respect, and communication. -
How Airlines Can Cut Costs — Without Annoying Customers
Strategy Digital ArticleFrequent flyer miles can incentivize passengers not to use some high-cost services. -
The Corporate Brand: Help or Hindrance?
Brand management Magazine ArticleLilypad Hotels and Resorts may rebrand its boutique properties under the corporate name. Will customers and hotel managers buy in—or simply check out? -
The Tourism Time Bomb
Global Business Magazine ArticleThe number of international tourist visits will more than double in the next dozen years. As demand for access to hot spots outpaces capacity, some companies... -
Life’s Work: Ferran Adrià
Leadership Magazine ArticleSquib -
Where Does the Airline Industry Go from Here?
Government policy and regulation Digital ArticleEighteen months into the pandemic, a panel of experts discuss what’s changed, whether the bailouts were misspent, and if business travel is ever coming back.
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The Market Power of Platform-Mediated Networks
Technology & Operations Case Study8.95View Details This note provides criteria to evaluate the power of a platform-mediated network. For a company considering building such a network or an investor considering... -
National Parks Conservation Association
Global Business Case Study8.95View Details The National Parks Conservation Association seeks to help the U.S. National Park Service increase its efficiency by incorporating principles of business... -
Kuoni: Missing the Digital Boat - The Downfall of an Icon in the Travel Industry
Sales & Marketing Case Study8.95View Details This case illustrates the challenges for a non-digital player adjusting to digital disruption in the travel and tourism industry. The rise and fall of... -
Commercial Space Stations, Chickens and Eggs, and Demand for Activity in Low-Earth Orbit
Global Business Case Study8.95View Details With the International Space Station set to retire in January 2031, NASA has made clear its desire to transition to commercially-led space stations in... -
FJ Management Inc.
Leadership & Managing People Case Study8.95View Details In late 2015, Crystal Call Maggelet, president and CEO of FJ Management, is working with her investment committee to help set the company's strategic... -
Icelandair (C): WOW Now?
Strategy & Execution Case Study5.00View Details Case Supplement for Case IES782 -
Drinkotec: Changing a company, changing a life (A): Daring to change
Management Case Study8.95View Details Franck-Erik Flegbo and Cyril Le Terrien were already successful executives in a major multinational when they decided that it was time to dream, and to... -
Alex Atala: Bringing Brazil to the World
Leadership & Managing People Case Study8.95View Details Brazilian Michelin-star chef Alex Atala managed four restaurants, a foundation advocating for the environment, and a seminar focused on food and sustainability.... -
African Entrepreneurship: Weighing Adventure Travel Business Opportunities
Management Case Study8.95View Details It was June 2021 and the international tourism industry was beginning to show signs of revival after the COVID-19 global pandemic. Small business owner... -
Lebanon Mountain Trail Association: Aiming for Sustainability
Strategy & Execution Case Study8.95View Details In December 2016, the president of the Lebanon Mountain Trail Association (LMTA) was getting ready for a board of directors meeting during which the members... -
The Wild Salmon Center
Sales & Marketing Case Study8.95View Details The Wild Salmon Center was originally created to provide anglers access to some of the best fishing in the world in return for funding research and conservation.... -
Icelandair (D): Boeing 737 Max Grounding and WOW Bankruptcy
Strategy & Execution Case Study5.00View Details Case Supplement for Case IES782 -
American Airlines in 2011
Strategy & Execution Case Study15.05View Details The American Airlines in 2011 case was developed to provide a setting for the comparative analysis of two very different business models in the U.S. domestic... -
Canature's Sustainable Development: Explorations and Practices
Leadership & Managing People Case Study8.95View Details This case describes how Canature, whose main business is water filtration, spent like crazy to build a Zero Liquid Discharge (ZLD) system, turning its... -
Shopify or Amazon, that is the question
Management Case Study8.95View Details This business case is about the battle between Amazon Marketplace and Shopify in the competitive and fast-growing e-commerce market. It uses the decision-making... -
The Qingdao International Beer Festival
Strategy & Execution Case Study8.95View Details Holding a massive beer festival brought the Chinese city of Qingdao and Tsingtao Beer Co. Ltd., China's most famous beer brand, direct economic benefits... -
TripAdvisor
Sales & Marketing Case Study8.95View Details By 2010, TripAdvisor was the largest travel site in the world operating in 24 countries and 16 languages, with listings for 455,000 hotels, 92,000 attractions... -
Hope Noah: Is All-Inclusive Pricing an Effective Strategy for the Medical Tourism Industry?
Innovation & Entrepreneurship Case Study8.95View Details Hope Noah Health Management (Beijing) Co., Ltd. (hereafter Hope Noah) was one of China's earliest providers of medical tourism services. The company built... -
EmQuest: Travel Distribution in the Digital Era
Technology & Operations Case Study8.95View Details EmQuest, Emirates Group's travel distribution company, must decide what to do with its contract with the global distribution system it uses, Sabre. Since...
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The Ordinary Heroes of the Taj
Organizational culture Magazine ArticleHow an Indian hotel chain’s organizational culture nurtured employees who were willing to risk their lives to save their guests -
The Market Power of Platform-Mediated Networks
Technology & Operations Case Study8.95View Details This note provides criteria to evaluate the power of a platform-mediated network. For a company considering building such a network or an investor considering... -
National Parks Conservation Association
Global Business Case Study8.95View Details The National Parks Conservation Association seeks to help the U.S. National Park Service increase its efficiency by incorporating principles of business... -
Kuoni: Missing the Digital Boat - The Downfall of an Icon in the Travel Industry
Sales & Marketing Case Study8.95View Details This case illustrates the challenges for a non-digital player adjusting to digital disruption in the travel and tourism industry. The rise and fall of... -
Commercial Space Stations, Chickens and Eggs, and Demand for Activity in Low-Earth Orbit
Global Business Case Study8.95View Details With the International Space Station set to retire in January 2031, NASA has made clear its desire to transition to commercially-led space stations in... -
FJ Management Inc.
Leadership & Managing People Case Study8.95View Details In late 2015, Crystal Call Maggelet, president and CEO of FJ Management, is working with her investment committee to help set the company's strategic... -
Icelandair (C): WOW Now?
Strategy & Execution Case Study5.00View Details Case Supplement for Case IES782 -
Drinkotec: Changing a company, changing a life (A): Daring to change
Management Case Study8.95View Details Franck-Erik Flegbo and Cyril Le Terrien were already successful executives in a major multinational when they decided that it was time to dream, and to... -
Innovate at Your Own Risk: Deborah Wince-Smith on Competitiveness
Emerging markets Magazine ArticleThe U.S. may be the world’s leading innovator, but it won’t be for long if investors, regulators, and the legal establishment continue to penalize companies for risk taking, says Deborah Wince-Smith, president of the Council on Competitiveness. Recently, the council’s National Innovation Initiative, a leadership network of CEOs and university presidents, released a report in […] -
Alex Atala: Bringing Brazil to the World
Leadership & Managing People Case Study8.95View Details Brazilian Michelin-star chef Alex Atala managed four restaurants, a foundation advocating for the environment, and a seminar focused on food and sustainability....