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New research on the retail industry from Harvard Business School faculty on issues including online and brick-and-mortar strategies, consumer behavior, and use of technology.
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Burgers with Bugs? What Happens When Restaurants Ignore Online Reviews

by Kara Baskin

Negative Yelp reviews hold more sway with consumers than restaurateurs might think. A machine learning study by Chiara Farronato reveals how online platforms amplify the customer voice, and why business owners should listen.

How Etsy Found Its Purpose and Crafted a Turnaround

Re: Ranjay Gulati

Etsy, the online seller of handmade goods, was founded in 2005 as an alternative to companies that sold mass-manufactured products. The company grew substantially, but remained unprofitable under the leadership of two early CEOs. Ten years later, Etsy went public and was forced into a new arena, where it was beholden to stakeholders who demanded financial success and accountability. Unable to contain costs, the company was almost bought out by private equity firms in 2017—until CEO Josh Silverman arrived with a mission to save the company financially and, in the process, save its soul. Harvard Business School professor Ranjay Gulati discusses the purpose-driven turnaround Silverman and his team led at Etsy—to make the company profitable and improve its social and environmental impact—in the case, “Etsy: Crafting a Turnaround to Save the Business and Its Soul.” Open for comment; 0 Comments.

Is the Business World Finally Ready for the Wisdom of Shibusawa?

by Geoffrey Jones and Rei Morimoto

Legendary financier Eiichi Shibusawa advocated for business prosperity that would also benefit society. One hundred years after his death, his message is resonating with a new generation of leaders, say Geoffrey Jones and Rei Morimoto. Open for comment; 0 Comments.

Fed Up Workers and Supply Woes: What's Next for Dollar Stores?

by Christine Pazzanese, Harvard Gazette

Willy Shih discusses how higher costs, shipping delays, and worker shortages are putting the dollar store business model to the test ahead of the critical holiday shopping season. Open for comment; 0 Comments.

Strategies for Underdogs: How Alibaba’s Taobao Beat eBay in China

Re: Felix Oberholzer-Gee

In 2007, Alibaba’s Taobao became China’s leading consumer e-commerce marketplace, displacing the once dominant eBay. How did underdog Taobao do it? And will it be able to find a way to monetize its marketplace and ensure future success? Professor Felix Oberholzer-Gee discusses his case, “Alibaba’s Taobao,” and related strategy lessons from his new book, Better, Simpler Strategy: A Value-Based Guide to Exceptional Performance. Open for comment; 0 Comments.

Readers Ask: Which Companies Are Transforming Work?

by Kristen Senz

Joseph Fuller answers readers' questions about automation, virtual internships, and the future of work on Working Knowledge’s “Office Hours” series. Open for comment; 0 Comments.

IKEA Navigates the Future While Staying True to its Culture

Re: Juan AlcacerRe: Cynthia A. Montgomery

After years of success in providing quality furniture at affordable prices, Swedish furniture maker IKEA is challenged by the rise of online shopping and changing consumer behavior, plus the arrival of a new leader. The company's top executives know they had to step out of their comfort zones and embrace new strategic initiatives to stay relevant. But which initiatives will best enable IKEA to evolve while staying true to the company’s core values? Harvard Business School professors Juan Alcacer and Cynthia Montgomery discuss navigating a new future while preserving the company’s culture and identity in their case, “Which IKEA Do We Want?” Open for comment; 0 Comments.

Best Buy: How Human Connection Saved a Failing Retailer

by Michael Blanding

In The Heart of Business, former Best Buy CEO Hubert Joly shares how he revived the ailing electronics chain, offering a guide to leaders facing seemingly insurmountable challenges. Open for comment; 0 Comments.

Beyond Pajamas: Sizing Up the Pandemic Shopper

by Ayelet Israeli, Eva Ascarza, and Laura Castrillo

COVID-19 forced many shoppers to make their first online purchases. But will these customers stick around? Research by Ayelet Israeli, Eva Ascarza, and colleague. Open for comment; 0 Comments.

The Value of Descriptive Analytics: Evidence from Online Retailers

by Ron Berman and Ayelet Israeli

Analytics are descriptive when they describe what happened. Descriptive-analytics solutions are popular among marketers and retailers. This paper provides a benchmark for the benefits of using a descriptive dashboard and illustrates how to potentially extract these benefits.

How Retailers Can Thrive in a Shopping Season Like No Other

by Danielle Kost

Is it the end of Black Friday as we know it? Harvard Business School faculty members share what retailers can expect from a holiday shopping season without precedent. Open for comment; 0 Comments.

Is Antitrust Just a Quaint Notion in the Digital Age?

by James Heskett

SUMMING UP: Given the US Department of Justice's new antitrust complaint against Google, is it time to revisit what defines a market monopoly in the internet era? James Heskett's readers consider the potential ramifications. Open for comment; 0 Comments.

COVID-19 and the Workplace: Implications, Issues, and Insights for Future Research and Action

by Ashley Whillans and 28 coauthors

Assembling a large, diverse team of researchers to make sense of COVID-19’s impact on issues of work and organizational psychology, this project explores changes that are unfolding for practitioners and human resources professionals.

The Right Way to Manage Customer Churn for Maximum Profit

by Michael Blanding

Many companies actively manage customer churn but aren't seeking out the best customers to retain, warns Sunil Gupta. Open for comment; 0 Comments.

Your Customers Have Changed. Here's How to Engage Them Again.

by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim

The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues. Open for comment; 0 Comments.

Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?

by James Heskett

James Heskett's readers have little sympathy for Amazon's loss of market share during the pandemic. Has the organization lost its ability to learn? Open for comment; 0 Comments.

Why Privacy Protection Notices Turn Off Shoppers

by Michael Blanding

It seems counterintuitive, but website privacy protection notices appear to discourage shoppers from buying, according to Leslie John. Open for comment; 0 Comments.

Warring Algorithms Could Be Driving Up Consumer Prices

by Kristen Senz

Companies increasingly use software to conduct rapid price changes. Alexander MacKay explains why firms might benefit but consumers should be worried. Open for comment; 0 Comments.

What We Learned from Reading Jeff Bezos’ Patents

by Tricia Gregg and Boris Groysberg

By studying Jeff Bezos' personal patent records, Tricia Gregg and Boris Groysberg offer a unique glimpse into Amazon's strategy. Open for comment; 0 Comments.

Does Apple Anchor a Shopping Mall? The Effect of the Technology Stores on the Formation of Market Structure

by Doug J. Chung, Kyoungwon Seo, and Reo Song

Anchor stores are the key tenants in a mall, occupying most of the gross leasable area and generating much of the foot traffic. This research provides a framework to understand why new and traditional anchor stores join a shopping mall and how their decisions affect mall configuration.