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Fengshou Crab Manor
Yan Gong; Liman Zhao; Liang DongCase IVEY-9B16M063-EEntrepreneurship, StrategySince its founding in 2002, Fengshou Crab Manor had become one of the top brands in China’s mitten crab sector by using a distinctive gift voucher model. The company had attracted over 100,000 loyal customers from companies and non-profit institutions in Beijing and Shanghai. At the beginning of 2013, however, the government’s Central Committee unveiled an eight-point code of conduct to reduce bureaucracy and boost ties with the public, which adv...Starting at €8.20
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PhoneWin: Winning in Rural Markets
S. Ramakrishna Velamuri; Yan Gong; Liman ZhaoCase IVEY-9B17M096-EEntrepreneurship, StrategyIn 2014, Jiangsu Huabo Industrial Group Co. Ltd. brought together offline logistics services and an online platform to create Jiangsu PhoneWin Logistics Management Co. Ltd. (PhoneWin). PhoneWin’s purpose was to exploit e-commerce opportunities for phones and related services in small towns and villages in China. Although competition was fierce from several large e-commerce companies in Tier 1 and Tier 2 cities, PhoneWin achieved some success. By ...Starting at €8.20
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Mary Kay China: People and Love
Jean Lee; Liman Zhao; Yunting LuCase IVEY-9B17C006-ELeadership and People Management, StrategyMary Kay (China) Cosmetics Co., Ltd. (Mary Kay China) was one of China’s leading direct-enterprises in skincare products and cosmetics. In September 2015, the president of Mary Kay China was considering how best to continue to grow the company in the face of increasing e-commerce. The parent company and all its subsidiaries ascribed to the mission of enriching women’s lives; its guiding principles emphasized relationships and connections between ...Starting at €8.20
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Commonwealth Bank of Australia: Unbanklike Experimentation
Buell, Ryan W.; John, Leslie K.Case HBS-619018-EService and Operations ManagementIn August 2017, Commonwealth Bank of Australia was looking for ways to differentiate itself from competing banks, and was also trying to improve the financial wellbeing of its customers. One domain where this was particularly relevant was in its bank-issued credit card business, where customers routinely selected cards that although profitable for the bank could be a poor fit for customers' needs - leading to low satisfaction scores, cancellation...Starting at €8.20
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Babcom: Opening Doors
Buell, Ryan W.; Margolis, Joshua D.; Eiran, MargotCase HBS-418026-ELeadership and People ManagementStarting at €8.20
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Operational Transparency
Buell, Ryan W.Article HBS-R1902H-EService and Operations ManagementConventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the scenes, causing them to place a lower value on the product or service being offered. To address this problem, managers should experiment with operational transparency--the deliberate des...Starting at €8.20
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Managing Service Operations
Buell, Ryan W.Teaching Note HBS-620090-EService and Operations ManagementStarting at €0.00
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Customer Compatibility Exercise, Teaching Note
Buell, Ryan W.Teaching Note HBS-620078-EService and Operations ManagementTeaching note for case 616043.Starting at €0.00
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Transforming Customer Engagement in Service Operations
Buell, Ryan W.Teaching Note HBS-620089-EService and Operations ManagementStarting at €0.00
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Fengshou Crab Manor - Teaching Note
Yan Gong; Liman Zhao; Liang DongTeaching Note IVEY-8B16M063-EStrategyTeaching note for product 9B16M063.Starting at €0.00