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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 -
Capitalizing on Capabilities
Corporate strategy Magazine ArticleAssets like leadership, talent, and speed are what produce superior market value. A capabilities audit can show you how you measure up—and how to build on your intangible strengths. -
How the Sharing Economy Can Improve Your Next Business Trip
Time management Digital ArticleOn-demand services to try. -
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 […] -
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 […] -
Coming Up Short on Nonfinancial Performance Measurement
Decision making and problem solving Magazine ArticleTracking things like customer satisfaction and employee turnover can powerfully supplement traditional bookkeeping. Unfortunately, most companies botch the job. -
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. -
Changing a Culture of Face Time
Employee retention Magazine ArticleMarriott’s intense work ethic was driving away talented managers. Transforming that culture wasn’t easy, but the change led to happier employees—and better results. -
Everyone Says They Listen to Their Customers—Here’s How to Really Do It
Customer service Digital ArticleLessons from a luxury hotel chain. -
Life’s Work: Ferran Adrià
Leadership Magazine ArticleSquib -
3 Steps to Break Out in a Tired Industry
Strategy & Execution Digital ArticleFocus, eliminate, replace. -
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... -
When Stability Breeds Instability
Personal productivity Magazine ArticleIt seems to be a natural law that strength creates vulnerability. When an asteroid smacked the earth 65 million years ago, it was little rodents, not T. rex, that survived; and certainly the notion is woven through the events of September 11. Today, everyone knows that social capital—the relationships that bind communities—makes organizations strong. Well, […] -
KFC’s Radical Approach to China
Emerging markets Magazine ArticleTo succeed, the fast-food giant had to throw out its U.S. business model. -
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 […] -
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? -
Blue Oceans in Outer Space
Global Business Magazine ArticleThe void beyond Earth has become an exciting frontier for entrepreneurial ventures. SpaceX, Blue Origin, and scads of other companies are pursuing commercial... -
When to Let Them Duke It Out
Government Magazine ArticleWhen a top management team gets argumentative or political, it is tempting for the CEO or other executives to cut off debate by simply making the decision. Sometimes, stopping the discussion short is necessary. But when the source of the conflict is mistrust among group members, a unilateral decision can be a costly mistake. We […] -
Sexual Harassment Is Pervasive in the Restaurant Industry. Here’s What Needs to Change
Customer service Digital ArticleNo U.S. industry has more sexual harassment claims filed. -
How Airlines Can Cut Costs — Without Annoying Customers
Strategy Digital ArticleFrequent flyer miles can incentivize passengers not to use some high-cost services.
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Airbnb in Amsterdam (B), Portuguese Version
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... -
Treks `n Rapids: Adventure Sports Tourism in India
Strategy & Execution Case Study8.95View Details In September 2014, the co-founder and director of Treks `n Rapids, a leading adventure sports tourism company in New Delhi, India, needs to re-evaluate... -
Wilderness Safaris: Ecotourism Entrepreneurship
Strategy & Execution Case Study8.95View Details Wilderness Safaris sees itself as a conservation company that is built on a business model of providing high-end, premium-priced wildlife safaris in various... -
Thomas Cook Group on the Brink (C): Transformation Year 2 Results
Finance & Accounting Case Study5.00View Details Analyzes the results of the Thomas Cook turnaround plan after the second year under Harriet Green's leadership (November 2014). -
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... -
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... -
Crystal Lagoons: Fernando Fischmann's Journey to Invent the Perfect Lagoon, Spanish Version
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... -
TripIt: The Traveler's Agent
Innovation & Entrepreneurship Case Study8.95View Details In July 2008, the co-founders of TripIt, a free online travel organizer that aggregated travelers' bookings from many top travel Websites, had recently... -
Peru: Economic Miracle or Just a Mirage?
Global Business Case Study8.95View Details After years of rapid growth, Peru's economy had recently slowed. Mineral prices were down and the current President, Humala, had only a year remaining... -
Icelandair (B): The Saga Continues
Strategy & Execution Case Study5.00View Details Case Supplement for Case IES782 -
Booking.com, Spanish Version
Technology & Operations Case Study8.95View Details The case reveals how Booking.com has become the world's leading travel accommodation platform. The company has put online experimentation at the heart... -
Healthcare Destinations in Asia
Sales & Marketing Case Study8.95View Details In addition to spas, theme parks, and palm beaches, health care tourism is emerging as a growing source of revenue in tourist destinations in Asia. Thailand,... -
HNA Group: Global Excellence with Chinese Characteristics (C)
Global Business Case Study5.00View Details July 2017 was supposed to be a triumphant month for HNA Group. The latest Fortune Global 500 list showed the company had again skyrocketed in its ranking... -
American Express TRS Charge-Card Receivables, Spanish Version
Finance & Accounting Case Study8.95View Details American Express (TRS) Co. is considering a proposal to securitize a portion of their consumer charge-card receivables portfolio. In the past, they have... -
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... -
Hertz in Bankruptcy: A Wild Ride in Pandemic Times
Finance & Accounting Case Study8.95View Details Hertz filed for Chapter 11 bankruptcy in response to ABS obligations and the COVID-19 pandemic. Enthusiastic Robinhood investors and shrewd negotiating... -
TripAdvisor, Chinese Version
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... -
Brand Singapore: Capturing the Spirit of a Nation
Sales & Marketing Case Study8.95View Details The Singapore Tourism Board (STB) had been working on a new brand campaign to attract visitors to Singapore. However, instead of highlighting the country's... -
Grupo Sidek (B)
Finance & Accounting Case Study5.00View Details Supplements the (A) case. Designed to be handed out midway through class. -
Airbnb, Inc
Management Case Study8.95View Details The case is set in 2022, and the protagonist is Brian Chesky, co-founder and CEO of Airbnb, Inc. - an online rental platform. As the Covid-19 pandemic...
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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 -
Capitalizing on Capabilities
Corporate strategy Magazine ArticleAssets like leadership, talent, and speed are what produce superior market value. A capabilities audit can show you how you measure up—and how to build on your intangible strengths. -
Airbnb in Amsterdam (B), Portuguese Version
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... -
How the Sharing Economy Can Improve Your Next Business Trip
Time management Digital ArticleOn-demand services to try. -
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 […] -
Treks `n Rapids: Adventure Sports Tourism in India
Strategy & Execution Case Study8.95View Details In September 2014, the co-founder and director of Treks `n Rapids, a leading adventure sports tourism company in New Delhi, India, needs to re-evaluate... -
Wilderness Safaris: Ecotourism Entrepreneurship
Strategy & Execution Case Study8.95View Details Wilderness Safaris sees itself as a conservation company that is built on a business model of providing high-end, premium-priced wildlife safaris in various... -
Thomas Cook Group on the Brink (C): Transformation Year 2 Results
Finance & Accounting Case Study5.00View Details Analyzes the results of the Thomas Cook turnaround plan after the second year under Harriet Green's leadership (November 2014). -
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 […] -
Coming Up Short on Nonfinancial Performance Measurement
Decision making and problem solving Magazine ArticleTracking things like customer satisfaction and employee turnover can powerfully supplement traditional bookkeeping. Unfortunately, most companies botch the job.