Knowledge at Wharton

Wharton professor Serguei Netessine who recently had to spend the night in an airport hotel after being kicked off an overbooked evening flight is one of thousands of airline passengers this summer who have been stranded on runways or sleeping in airports. While airline service is no longer the white-glove experience it once was it has recently gone beyond bad food and snappish flight attendants....

For big-screen movie company IMAX the past several weeks must have seemed like the best of times and the worst of times. The recent opening of Harry Potter and the Order of the Phoenix was the largest and most successful in IMAX history. Yet despite the record box office the company’s stock price remained moribund as it delayed its financial filings to restate its revenue recognition for the years...

Just a decade ago a company called Baby Einstein helped launch a new line of educational videos and toys that many parents believed would put their toddlers in the fast lane to success. The company was soon joined by others that promoted educational and entertainment products for babies and the under-three-year-old set including The Baby Prodigy Company and Brainy Baby. But recently some child adv...

Yahoo co-founder Jerry Yang is about to find out that being a CEO is a lot different than being the ceremonious Chief Yahoo as he was called until last month. Yang who became Yahoo’s new CEO on June 18 faces a daunting to-do list that includes reinvigorating the company closing a performance gap with Google thwarting challenges from social media sites such as Facebook delivering financial results...

Recent media reports detailing a series of quality problems with Chinese-made exports -- pet food tainted with prohibited chemicals toys covered with lead paint and tires that fall apart at high speed -- have alarmed the American public and resulted in a number of international product recalls. In this opinion piece Paul Midler founder and president of China Advantage  a services firm that provide...

Jon Spector a former Wharton vice dean and now CEO of the Conference Board spoke with participants at the Community 2.0 conference in Las Vegas earlier this year to explore how companies are trying to harness communities to reshape their businesses. In this podcast Spector speaks with Craig Newmark founder and ”customer service rep” of Craigslist.com. Spector is a co-author with Barry Libert of th...

When Google bought YouTube recently for $1.65 billion the world of business sat up to take serious notice of social networks. Today many companies are looking into how they can tap into -- or develop -- communities as a way to make better decisions and increase profits. Jon Spector a former Wharton vice dean and now CEO of the Conference Board spoke with participants at the Community 2.0 conferenc...

A mathematical parrot. A Dutch-speaking orangutan. A chimp that can pass for a boy. These are the otherworldly characters -- and provocative thought experiments -- that anchor best-selling author Michael Crichton’s most recent novel Next. The book weaves together several storylines in order to trace the complex interplay of scientific innovation legal loopholes and economic opportunity. Along the...

From Reading Lolita in Tehran an award-winning account of an underground Iranian women’s book group to The Kite Runner a best-selling novel about modern Afghanistan tales of Islamic culture have entranced Western readers eager for a glimpse into a world that is at once far removed from theirs and yet fundamentally intertwined with it. A recent book adds to this genre. In Kabul Beauty School: An Am...

Marshall Goldsmith the founder of executive coaching firm Marshall Goldsmith Partners has worked closely with more than 70 CEOs during his career. Forbes has named him one of the five most respected executive coaches. The Wall Street Journal ranks him among the top 10 executive educators. Now Goldsmith has assembled a book that distills the wisdom he and his stable of coaches usually dispense in p...

In Marketing That Works: How Entrepreneurial Marketing Can Add Sustainable Value to Any Sized Company (Wharton School Publishing) the focus is on optimizing investments in every aspect of marketing whether it’s targeting the right customer delivering added value or generating better product ideas. Authors Leonard M. Lodish Howard L. Morgan and Shellye Archambeau offer tools tactics and strategies...

In The Self Destructive Habits of Good Companies ... And How to Break Them (Wharton School Publishing) Jagdish N. Sheth a marketing professor at the Goizueta Business School at Emory University analyzes why companies that are at the top of their industry suddenly disappear from the landscape. He maintains that successful companies fall prey to complacency arrogance competency dependence competitiv...

According to Daniel M. Cable what characterizes successful companies these days is ”a strikingly different obsessively focused” workforce one that -- compared to competitors’ workforces -- is ”downright strange.” Cable a management professor at the Kenan-Flagler Business School at the University of North Carolina makes his case in a new book titled Change to Strange: Create a Great Organization by...

Larry Huston was vice president of knowledge and innovation for many years at Procter & Gamble. During that time he was the architect of its Connect + Develop program the creator of P&G’s Brand Bootcamp operation and innovation leader for the company’s global fabric and homecare business among other initiatives. He is now managing partner of 4INNO and recently joined Wharton’s Mack Center...

David G. Marshall CEO of Amerimar Realty in Philadelphia has made a career of seeking out bitter lemons and turning them into sweet -- and profitable -- lemonade. Through the years he has taken over distressed properties -- such as The Rittenhouse in Philadelphia Pier 39 in San Francisco and Denver Place in Colorado -- and made them into successful enterprises. Marshall recently went to Shanghai a...

One pitch for charity described the needs of Rokia a young girl in Africa who is desperately poor and faces starvation. Another pitch talks about food shortages affecting more than three million children many of whom are homeless. Which pitch is more effective? Not surprisingly it’s the first but Wharton marketing professor Deborah Small and two co-authors delve deeper into the issue of sympathy a...

The bombs rocked the London Underground within 50 seconds of each other near the end of rush hour on July 7 2005 killing dozens of passengers and injuring hundreds more. It was the worst attack on London since World War II. But the majority of the Underground or the Tube as it’s known locally was operating again by the next morning according to Tim O’Toole the Underground’s managing director and c...

Trying to determine what things are worth is a huge challenge in today’s business world where companies are increasingly being pressed to account for the changing values of complex financial instruments -- from insurance policies to employee stock options to exotic derivatives. Consequently firms are turning to ever more intricate financial models that attempt to deduce values using an array of in...

In 2000 Bill Browder manager of The Hermitage Fund sifted through reams of obscure Russian securities registration data to piece together a presentation outlining how managers of the Russian oil company Gazprom were shifting corporate assets to entities controlled by friends and relatives. Browder shared his findings with journalists who then wrote about the case leading to the firing of the firm’...

In 1993 a television ad featuring ”Harry and Louise” -- a ”typical” American couple dismayed by the Clinton administration’s universal health care proposal -- helped to kill health care reform in the U.S. for the next decade. With the 2008 presidential election in sight the debate has resurfaced but are the prospects for universal health care any better today? In an ongoing study of health care sy...

When your family business involves an extended network of 52 family shareholders as it does for Bukit Kiara Properties a Malaysian real estate development firm simply pulling everyone together for family dinner can be hard work. But N.K. Tong who co-founded Bukit Kiara with his father says there’s just one person to call: ”My auntie.” Tong’s aunt plays a role some scholars describe as ”chief emoti...

U.S. financial markets were battered at the end of last week because of a dramatic sell-off of Treasury bonds. The yield on 10-year bonds which has been rising since May neared the critical barrier of 5.25% on June 8 -- the highest level in five years. Media reports suggest that turmoil in the bond market could continue this week making investors anxious about whether interest rates might go up an...

In April Rupert Murdoch made a $5 billion offer to buy Dow Jones and Co. which publishes the Wall Street Journal and also owns Dow Jones Newswires and Marketwatch.com. The Bancroft family majority owners of Dow Jones initially rejected the offer but came back several weeks ago to say it would consider it along with offers from any other groups. Murdoch’s move has dismayed some Journal staffers who...

It seemed only right that James Watson who co-discovered the structure of DNA with Francis Crick and Rosalind Franklin was the first to receive a DVD holding the sequence of his own DNA produced by 454 Life Sciences a division of the Swiss drug giant Roche and academic researchers. While DNA mapping technology under development at Roche and other companies has the potential to bring the long-await...

Think of them as the ”walking dead ” a type of customer who currently maintains service with a particular company but whose next action will most likely be to discontinue that relationship according to a new study that examines how the customers of a telecommunications firm acquire and discard services over time. The paper -- ”Modeling the Evolution of Customers’ Service Portfolios ” by Wharton ma...