Anderson, Banker and Janakiraman [2003] find that the absolute change in SG&A cost associated with decreased sales activity is systematically less than that associated with increased sales activity (so-called “sticky” costs). They interpret this as evidence of overt cost management. We...

Firm boundaries no longer define the relevant entity for performance management for many firms. Competitive forces, deregulated economies and technological advances have reduced the costs of transacting with external parties and diminished the value of vertical integration. At the same time, the...

Electronic data interchange (EDI) is an information technology that standardizes the exchange of information between transacting parties. Using data from a major U.S. office furniture manufacturer who adopted EDI primarily to improve the efficiency of accounting transactions, we evaluate whether...

Key service elements combine to create the service concept and its value proposition for customers. During service operations failures, employee interactions with customers are a critical service element in restoring customer satisfaction. However, research in consumer psychology shows that...

'The Town Kitchen, PBC' (TTK) is a set of cases that may be taught alone (Case A) or in sequence (Cases A&B). Case A focuses on both structural and executional cost management actions of a new CEO who was hired to transition an entrepreneurial start up organization that was at risk of failure to...

“The Town Kitchen, PBC” (TTK) is a set of cases that may be taught alone (Case A) or in sequence (Cases A&B). Case A focuses on both structural and executional cost management actions of a new CEO who was hired to transition an entrepreneurial start up organization that was at risk of...

'The Town Kitchen, PBC' (TTK) is a set of cases that may be taught alone (Case A) or in sequence (Cases A&B). Case A focuses on both structural and executional cost management actions of a new CEO who was hired to transition an entrepreneurial start up organization that was at risk of failure to...