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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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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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TalentCorp Malaysia and the Returning Expert Programme
Kerr, William R.; Li, Danielle; Wagner, Mathis; Brownell, AlexisCase HBS-817092-EEntrepreneurshipTalentCorp Malaysia runs the "Returning Expert Programme" (REP), a government program designed to encourage Malaysian professionals abroad to return home through use of various incentives. The REP is intended to combat the "brain drain," caused by highly educated professionals moving away to take advantage of better career opportunities by offering returnees benefits such as tax breaks and permanent residency for family members. In 2011, TalentCo...Starting at €8.20
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Yemeksepeti: Growing and Expanding the Business Model through Data, Teaching Note
Kerr, William R.; Brownell, AlexisTeaching Note HBS-818076-EEntrepreneurshipTeaching note for case 817095.Starting at €0.00
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Alvogen: Scaling Entrepreneurship
Isenberg, Daniel J.; Kerr, William R.; Brownell, AlexisCase HBS-819038-EEntrepreneurshipStarting at €8.20
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Pitching Business Opportunities
Applegate, Lynda M.; Kerr, William R.; Brownell, AlexisCase HBS-811086-EEntrepreneurshipThis note can be used to develop a business plan pitch for a new venture.Starting at €8.20
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micro Home Solutions: A Social Housing Initiative in India
Kerr, William R.; Brownell, AlexisCase HBS-813092-EEntrepreneurshipmHS is a social enterprise for the provision of affordable housing in India. After India's microfinance industry collapses, mHS needs to reposition itself for continued operations and long-term growth.Starting at €8.20