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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 -
How to Find the Time to Connect with Colleagues When You're Very, Very Busy
Leadership & Managing People Digital ArticleStrategies for overscheduled, under-connected employees. -
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 […] -
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 […] -
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... -
The Health Risks of Business Travel
Health and behavioral science Digital ArticleIn some cases, they’re worth it. -
Relentless Idealism for Tough Times
Recessions Magazine ArticleThe Idea in Brief It’s good that a recession forces businesses to operate more efficiently, but many panic and make damaging trade-offs. Alice Waters runs a thriftier kitchen these days at Chez Panisse, but she still gives top priority to quality and sustainability, both indispensable to the brand. In contrast to the many business owners […] -
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 […] -
The Best Luxury Services Are Customized, Not Standardized
Customer service Digital ArticleYou can’t rely on a checklist. -
Where Does the Airline Industry Go from Here?
Global Business 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... -
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 […] -
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 […] -
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. -
Sexual Harassment Is Pervasive in the Restaurant Industry. Here's What Needs to Change
Sales & Marketing Digital ArticleNo U.S. industry has more sexual harassment claims filed. -
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.... -
How Smart Speakers Are Poised to Reinvent the Travel Industry
Technology & Operations Digital ArticleTools like Alexa and Google Assistant offer a whole new way of connecting with customers. -
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... -
Blue Oceans in Outer Space
Emerging markets Magazine ArticleTaking stock of the economic opportunities to be found beyond our planet -
How to Avoid Frustrating Business Travel Mishaps
Leadership & Managing People Digital ArticleA concise guide.
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The Road to Tortuguero
Leadership & Managing People Case Study8.95View Details The case presents a decision facing a tour guide organization in Tortuguero, Costa Rica regarding environmental sustainability and social equity. Tortuguero... -
Highway Delite: Mobile App Brand Building Using Google AdWords
Sales & Marketing Case Study8.95View Details The case highlights a digital advertising campaign of a mobile app in India named "Highway Delite" using Google AdWords. The case provides the results... -
Banyan Tree Group: Sustainability through Shared Value
Management Case Study8.95View Details In early 2023, Claire Chiang, co-founder of Banyan Tree Group (Banyan Tree), a Singapore-based multinational hospitality brand with several hotels and... -
VacationSpot.com & Rent-A-Holiday: Negotiating a Trans-Atlantic Merger of Start-Ups
Innovation & Entrepreneurship Case Study6.95View Details Describes a potential trans-Atlantic merger between two young companies in the Internet space. VacationSpot.com, based in Seattle, and Rent-A-Holiday,... -
Crystal Lagoons: Fernando Fischmann's Journey to Invent the Perfect Lagoon
Innovation & Entrepreneurship Case Study8.95View Details Crystal Lagoons has developed a pioneering, innovative, and environmentally sustainable technology that has been patented worldwide, which allows crystal... -
Women Entrepreneurs in an Emerging Economy Environment: Morocco
Management Case Study8.95View Details Women entrepreneurs (WEs) operate at all levels of society in Morocco. But, what it is really like to be a self-employed woman in this emerging economy?... -
Wilderness Safaris: Responses to the Covid-19 Crisis
Leadership & Managing People Case Study8.95View Details This case is an epilogue to "Wilderness Safaris: Impact Investing and Ecotourism Conservation in Africa" (2-321-020), which ends with the emergence of... -
OSHO(R): From Spirituality to Business?
Strategy & Execution Case Study14.00View Details This case explores the business model transformation of the Osho International Foundation (OIF) from a cult movement to a successful global business.... -
Budgetplaces.com (B)
Innovation & Entrepreneurship Case Study5.00View Details Supplement to case LBS124. This is part of a case series. John Erceg was in a quandary. It was a sunny spring day in Barcelona in April 2010, and he'd... -
Airbnb in Amsterdam (B)
Innovation & Entrepreneurship Case Study5.00View Details In December 2014, the City of Amsterdam and Airbnb announced an MOU to promote responsible home-sharing and to simplify the payment of tourist tax for... -
Fritidsresor Under Pressure (A): The First 10 Hours
Leadership & Managing People Case Study8.95View Details When a tsunami hit Southeast Asia on December 26, 2004, the leadership team at a Swedish tour company must manage a devastating crisis affecting thousands... -
Away: Scaling a DTC Travel Brand
Sales & Marketing Case Study8.95View Details Away, a direct-to-consumer, digital native e-commerce seller of travel luggage, is debating how to invest its latest round of venture funding. How quickly... -
Creating a Luxury Experience at Value Retail
Sales & Marketing Case Study8.95View Details Value Retail PLC owned and managed a number of premium shopping destinations (Villages) across Europe. Soon the company would be moving into an entirely... -
Icelandair (C): WOW Now?
Strategy & Execution Case Study5.00View Details Case Supplement for Case IES782 -
Doing Business in Kigali, Rwanda
Management Case Study8.95View Details This case examines the challenges and opportunities of doing business in Rwanda. It highlights Rwanda's economic transformation in the decades leading... -
Just Us! Community-based Tourism
Innovation & Entrepreneurship Case Study8.95View Details The development coordinator for Just Us! Development Education Society (JUDES) was reviewing the preliminary agenda for the JUDES Annual General Meeting... -
Liyu Ethiopia Tours: Growth and Expansion Options
Innovation & Entrepreneurship Case Study8.95View Details In late May 2014, the founder of Liyu Ethiopia Tours was considering his options to grow the company. The small but reputable tour company had become... -
Taste of Frankenmuth: A Town in Michigan Thinks About Word-of-Mouth Referral
Technology & Operations Case Study8.95View Details A town, "Michigan's little Bavaria," discusses word-of-mouth referral. Enables students to calculate the value of word-of-mouth and understand how to... -
Disney at the Crossroads of Disruptive Trends
Strategy & Execution Case Study8.95View Details Owing to its intangible nature and oligopolistic structure, the Media & Entertainment industry used to seem particularly difficulty to disrupt, and Disney... -
American Airlines in 2011
Strategy & Execution Case Study14.00View 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...
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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 -
Exotic Expeditions Tanzania Ltd.: Competing in Highly Saturated Markets, Teaching Note
Sales & Marketing Digital ArticleTeaching note to case W20045 -
How to Find the Time to Connect with Colleagues When You're Very, Very Busy
Leadership & Managing People Digital ArticleStrategies for overscheduled, under-connected employees. -
The Road to Tortuguero
Leadership & Managing People Case Study8.95View Details The case presents a decision facing a tour guide organization in Tortuguero, Costa Rica regarding environmental sustainability and social equity. Tortuguero... -
Ctrip: Scientifically Managing Travel Services, Teaching Note
Leadership & Managing People Digital ArticleTeaching Note for 312092. -
Just Us! Community-based Tourism, Teaching Note
Innovation & Entrepreneurship Digital ArticleTeaching Note for W10012. -
Highway Delite: Mobile App Brand Building Using Google AdWords
Sales & Marketing Case Study8.95View Details The case highlights a digital advertising campaign of a mobile app in India named "Highway Delite" using Google AdWords. The case provides the results... -
Banyan Tree Group: Sustainability through Shared Value
Management Case Study8.95View Details In early 2023, Claire Chiang, co-founder of Banyan Tree Group (Banyan Tree), a Singapore-based multinational hospitality brand with several hotels and... -
VacationSpot.com & Rent-A-Holiday: Negotiating a Trans-Atlantic Merger of Start-Ups
Innovation & Entrepreneurship Case Study6.95View Details Describes a potential trans-Atlantic merger between two young companies in the Internet space. VacationSpot.com, based in Seattle, and Rent-A-Holiday,... -
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 […]