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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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Daewoo Shipbuilding and Marine Engineering
Upton, David M.; Kim, BowonCase HBS-609018-EService and Operations ManagementExplores the journey of aggressive learning and capability building in the operations of a major Korean Shipbuilder. While DSHM had once used its superior learning capability to topple its Japanese competition, it now faced the potential for a similar attack from new Chinese competitors. Without outsourcing some of its work to China, DSHM would become uncompetitive. However, in outsourcing the work, some skills would necessarily have to be transf...Starting at €8.20
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Glovo: Expanding Quick Commerce
Moreno, Antonio; Barnett, JamesCase HBS-621094-EService and Operations ManagementIn March 2021, delivery app CEO Oscar Pierre and his team consider strategies to grow Glovo's quick commerce delivery service and to approach their expansion in Kenya.Starting at €8.20
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Las compras preceden a la confianza en la tienda
Castaldo, SandroArticle ART-1601Business Ethics and Corporate Social Responsibility, MarketingRestaurar la confianza del consumidor sigue siendo para los distribuidores minoristas, como para muchos otros negocios, una tarea ardua. El aumento de los productos de marca propia ayuda, pues crea una nueva reputación e identidad. Antes se creía que los consumidores compraban estas gangas porque confiaban en la tienda. Pero desde que estos productos han ganado en calidad, hasta el punto de medirse con las marcas principales del mercado, asistimo...Starting at €8.20
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Las cosas claras
IESE InsightArticle ART-1973Business Ethics and Corporate Social Responsibility, Knowledge and CommunicationLa corrupción tiene múltiples caras y no entiende de fronteras, así que conviene estar preparado para cualquier contingencia. ¿Qué haría si le intentaran extorsionar? Muchas de las medidas de Addiopizzo para enfrentarse a la mafia son de aplicación universal.Starting at €8.20
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CFWshops
Friedman, Jared; Mungai, Edward; Rosenmöller, MagdaCase P-1104-EService and Operations ManagementCFWshops is a network of pharmacy franchises in Kenya, managed by the Sustainable Healthcare Foundation (SHF). The parent company of SHF is the Healthstore Foundation based in Minnesota, US. The non-profit HealthStore Foundation (HS) (formerly Sustainable Healthcare Enterprise Foundation) was founded in 1997 by Scott Hillstrom to ¿prevent needless death and illness by improving access to essential medicines in a sustainable way¿. Based on the bas...Starting at €8.20
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Helio Polymer Enterprises
Nicole R.D. Haggerty; Juma Wagoki; Clarke Eaton; Wesley Hunt; Matthew SmartCase IVEY-9B14D002-EEntrepreneurship, Service and Operations Management, StrategyHelio Polymer Enterprises, located in Nakuru, Kenya, is a company that manufactures synthetic polymer gunny bags used in the transportation and handling of animal feed. The owner wants to expand her business operations so she can serve more clients. She has three options: to add a night shift, buy a new printing machine or start producing laminate gunny bags for other markets. Before she makes the decision, she must understand her current operati...Starting at €8.20
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Purchase Precedes Trust in Retailer
Castaldo, SandroArticle ART-1601-EBusiness Ethics and Corporate Social Responsibility, MarketingRestoring consumer trust remains an uphill battle for retailers, as for many others. The rise of private label (PL) products can, in fact, create a new reputation and identity for the retailer. Before, it was believed that consumers purchased these cheap knockoffs because they trusted in the store. But, as PL products have grown in quality to rival that of leading brands, a surprising about-face has emerged: customer satisfaction with PL products...Starting at €8.20
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Cuando la crisis no es sólo económica
Arruñada, BenitoArticle ART-1602Business Ethics and Corporate Social Responsibility, EconomicsEn España los indicadores de confianza están bajo mínimos, no tanto por la crisis económica como por la incapacidad del país para introducir reformas estructurales. El autor considera dos hipótesis, en parte complementarias, según las cuales el problema se situaría en las instituciones y/o en los valores. La hipótesis del déficit institucional sugiere que el sistema político traduce mal las preferencias de los ciudadanos en acciones de reforma. S...Starting at €8.20
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Heavy Lifting Ahead
Arruñada, BenitoArticle ART-1602-EBusiness Ethics and Corporate Social Responsibility, EconomicsConfidence indicators in Spain are at an all-time low. The reason is not so much the economic crisis as the country¿s failure to introduce structural reform. The author discusses two partly complementary hypotheses, identifying the problem as one either of institutions or of values. The institutional hypothesis suggests that the political system fails to translate citizens¿ preferences into effective reform. According to the values hypothesis, ma...Starting at €8.20