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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 Health Risks of Business Travel
Health and behavioral science Digital ArticleIn some cases, they’re worth it. -
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 […] -
How Service Companies Can Earn Customer Trust and Keep It
Sales & Marketing Digital ArticleUnited broke six important rules. -
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? -
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 […] -
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. -
How Airlines Can Cut Costs - Without Annoying Customers
Strategy & Execution Digital ArticleFrequent flyer miles can incentivize passengers not to use some high-cost services. -
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 […] -
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.... -
Everyone Says They Listen to Their Customers—Here’s How to Really Do It
Customer service Digital ArticleLessons from a luxury hotel chain. -
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 […] -
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 Best Luxury Services Are Customized, Not Standardized
Sales & Marketing Digital ArticleYou can't rely on a checklist. -
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. -
Life’s Work: Mario Batali
Entrepreneurship Magazine ArticleMario Batali wanted to grow up to be a banker in Spain. While studying business management and Spanish theater in college, he worked at a New Jersey restaurant called Stuff Yer Face and “fell addicted to the adrenal rush that happens during a dinner service.” He went on to become one of America’s most successful […] -
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. -
Marriott’s Executive Chairman on Choosing the First Nonfamily CEO
Succession planning Magazine ArticlePhotography: Getty Images/Bloomberg The Idea:For decades Bill Marriott expected that his son would become the third generation to lead the global hotel company. But gradually he realized that he had to make a different choice. When I became the head of Marriott, in 1964, many people were surprised. I was only 32 and had worked […] -
How the Sharing Economy Can Improve Your Next Business Trip
Leadership & Managing People Digital ArticleOn-demand services to try.
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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... -
The Walt Disney Company: Theme Parks
Sales & Marketing Case Study8.95View Details As he seeks to place the division he leads on a firm footing for the future, Tom Staggs, chairman of Walt Disney Parks and Resorts, is considering a range... -
One Room at a Time: SensorFlow's Sustainable Energy Management System for the Hospitality Industry
Innovation & Entrepreneurship Case Study8.95View Details Set in June 2020 in the midst of the COVID-19 pandemic, the case traces the evolution of SensorFlow, an early-stage start-up offering an IoT-powered Energy... -
Singapore Airlines (C): Managing a Strategic Paradox, Chinese Version
Leadership & Managing People Case Study5.00View Details Supplement to case IMD724. The C case takes a broader geographical view, while focusing on Singapore Airlines' strategic differentiation. The airline,... -
Historic Lund Resort at Kla ah men: Building Sales and Hiring Appropriate Management
Strategy & Execution Case Study8.95View Details The historic Lund Resort at Kla ah men (the Resort) was wholly owned by the Tla'amin Nation and operated by Tla'amin Management Services LP (TMS). The... -
Budgetplaces.com (C)
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... -
The Coronavirus (COVID-19) Pandemic and the Global Economy (B)
Global Business Case Study5.00View Details By December 2020, the COVID-19 pandemic had swept across the globe, creating widespread disruption in all aspects of everyday life. Almost 90 million... -
Grand Resort Bad Ragaz (B): When Medicine Meets Tourism
Strategy & Execution Case Study5.00View Details It had been one year since Anita Basu joined the Grand Resort Bad Ragaz as the Director of the Medical Center and member of the Executive Committee. Basu... -
Mygola.com: Deciding Its Place in the Online Travel Market
Strategy & Execution Case Study8.95View Details In the dynamic online travel industry, the founders of mygola.com (mygola) needed to decide on the company's future growth trajectory. The online travel... -
Lou Gerstner
Leadership & Managing People Case Study8.95View Details Describes Lou Gerstner and his approach to managing entrepreneurship and organizational change at American Express Travel Related Services Company. Mr.... -
Booking.com, Chinese Version
Technology & Operations Case Study15.05View 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... -
American Express TRS Charge-Card Receivables
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... -
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... -
Cunard Line Ltd.: Managing Integrated Marketing Communications
Sales & Marketing Case Study6.95View Details Cunard, the world's oldest luxury line company, is confronted with several key issues involving its marketing and marketing communications strategy. One... -
Leadership at WildChina (A)
Innovation & Entrepreneurship Case Study8.95View Details WildChina (A) tells the story of Mei Zhang, a Chinese-born HBS alumna, and her pursuit of a dream: to share her passion for travel, her appreciation of... -
Hurtigruten: Sailing into Warm Water?, Spanish Version
Strategy & Execution Case Study8.95View Details As this case opens in 2019, CEO Daniel Skjeldam and his team have successfully reinvigorated Hurtigruten, a storied but struggling Norwegian ferry and... -
Lilium: Preparing for Takeoff
Sales & Marketing Case Study8.95View Details Lilium is a German company focused on developing electric vertical takeoff and landing vehicles (eVTOLs) that can be used to offer air taxi services.... -
Peru: Economic Miracle or Just a Mirage?, Spanish Version
Global Business Case Study14.00View 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... -
Carnival Cruise Lines, Spanish Version
Strategy & Execution Case Study8.95View Details Highlights the potential value of customer data and the choices and challenges the firm faces when attempting to capture this value. Carnival collects... -
Jan Swartz: Steering Princess Cruises Through the COVID-19 Crisis
Organizational Development Case Study8.95View Details In the summer of 2020, Jan Swartz, President of Princess Cruises, was persevering to lead her company back from the depths of the COVID-19 Pandemic. Diamond...
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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 -
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... -
The Walt Disney Company: Theme Parks
Sales & Marketing Case Study8.95View Details As he seeks to place the division he leads on a firm footing for the future, Tom Staggs, chairman of Walt Disney Parks and Resorts, is considering a range... -
African Entrepreneurship: Weighing Adventure Travel Business Opportunities, Teaching Note
Management Digital ArticleTeaching Note for Case W31908 -
The Health Risks of Business Travel
Health and behavioral science Digital ArticleIn some cases, they’re worth it. -
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 […] -
Inside the Ayangue Community: In search of sustainable tourism, Teaching Note
Leadership & Managing People Digital ArticleTeaching note for case SKE191. -
One Room at a Time: SensorFlow's Sustainable Energy Management System for the Hospitality Industry
Innovation & Entrepreneurship Case Study8.95View Details Set in June 2020 in the midst of the COVID-19 pandemic, the case traces the evolution of SensorFlow, an early-stage start-up offering an IoT-powered Energy... -
Singapore Airlines (C): Managing a Strategic Paradox, Chinese Version
Leadership & Managing People Case Study5.00View Details Supplement to case IMD724. The C case takes a broader geographical view, while focusing on Singapore Airlines' strategic differentiation. The airline,... -
Historic Lund Resort at Kla ah men: Building Sales and Hiring Appropriate Management
Strategy & Execution Case Study8.95View Details The historic Lund Resort at Kla ah men (the Resort) was wholly owned by the Tla'amin Nation and operated by Tla'amin Management Services LP (TMS). The...