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Korean Air: The Nut Rage Incident
Thompson S.H. Teo; Mei Jie ZhaoCase IVEY-9B15D017-EService and Operations Management, StrategyIn December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the flight’s departure until the chief attendant was returned to the gate. Following a tepid apology from her father, Korean Air’s chief executive officer, her actions drew a public backlash because they exposed the sense of entitlement prevalent among rich family conglomerates in South Korea. How shoul...Starting at €8.20
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Business Model Analysis for Entrepreneurs (Spanish version)
Eisenmann, Thomas R.Case HBS-813S07Entrepreneurshipa customer value proposition, a technology and operations management plan, a go-to-market plan, and a profit formula. For each element, the note lists questions that an entrepreneur must address when evaluating an early-stage opportunity. The note explores in greater depth several business model issues that are especially relevant to entrepreneurial ventures, including the impact of network effects and customer switching costs; conditions when a...Starting at €8.20
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Pacing Issues (Spanish version)
Eisenmann, Thomas R.Case HBS-814S05Entrepreneurship(1) Which of the three company's approach to using people analytics for talent acquisition and development is most appealing (or most concerning)?; and (2) Should Fukuhara turn on the most advanced part of the artificial intelligence engine, allowing GROW not just to provide recommendations to clients about whom they should hire, but also (based on performance and attribute data of previous hires) to overrule clients' specifications (or biases) ...Starting at €8.20
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Project AgriNova (Spanish version)
Eisenmann, Thomas R.; Bijlani, TanyaCase HBS-816S10EntrepreneurshipIn late 2008, a team from Intuit's office in Bangalore, India is evaluating an opportunity to launch a new venture that would use SMS to deliver crop price information to farmers in India.The case describes the structure of Indian agriculture and the problems experienced by farmers, who were often exploited by middlemen who entered into obtuse private arrangements with wholesale buyers. After five weeks of research, the team concludes that the op...Starting at €8.20
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Singapore Post Ltd.: Recurrent Service Failures
Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui KwaCase IVEY-9B19D021-EService and Operations Management, StrategyFor 160 years, Singapore Post had been one of Singapore’s main postal service providers, delivering trusted and reliable postal services to homes and businesses. However, in 2019, Singapore Post was plagued by recent service lapses and operational problemStarting at €8.20
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Saladstop!: Service Environment and Design
Sheryl E. Kimes; Thompson S.H. Teo; Iswarya LoganathanCase IVEY-9B21D010-EService and Operations ManagementIn May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused...Starting at €8.20
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Insights Analytics: Technology for a Knowledge Management Program
Rohit Nishant; Thompson S.H. Teo; Mark Goh; Sameer AgarwalCase IVEY-9B14E018-EInformation Technologies, StrategyLeading analytics firm, Insights Global Analytics, handled many analytics processes and projects requiring extensive domain and statistical expertise. Employees with prior analytics experience had skill-sets that could be utilized for other projects. Analysts and consultants working on business research projects had strong domain knowledge about various technological trends. However, sometimes one team did not know about the rich skills possessed...Starting at €8.20
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Updating Dating
Eisenmann, Thomas R.; Kominers, Scott Duke; Lam, AlanCase HBS-818052-EEntrepreneurshipTo identify design ideas for their own startup, two MBAs compare the different profiling, matching, and monetization approaches employed by five incumbent dating services: Coffee Meets Bagel, OKCupid, Jiayuan, Dating Ring, and HurryDate.Starting at €8.20
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Scientific-Atlanta, Inc., Teaching Note
Eisenmann, Thomas R.Teaching Note HBS-808081-EStrategyTeaching Note to (804-191).Starting at €0.00
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Chegg: Textbook Rental Takes Flight
Eisenmann, Thomas R.; Sahlman, William A.; Richardson, EvanCase HBS-811077-EEntrepreneurshipTo maximize their effectiveness, color cases should be printed in color. In late 2010, Silicon Valley-based Chegg, the leading online college textbook rental company, is scaling rapidly. The case recounts Chegg's history from its origins as a distant competitor to Craigslist in college classified listings through a pivot into textbook rental followed by a period of explosive growth. Resulting challenges in scaling warehouse operations, customer s...Starting at €8.20