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During his second year as a high school teacher in South Carolina, Reid Saaris noticed that a highly academically capable student was not registered for advanced classes. The student was African American and Saaris observed that most African-American students at the school were enrolled in lower-level courses. As Saaris walked down the hallway, he could see "on one side a 12th grade English class playing an all-class game of hangman and half of the kids asleep with their teacher saying, 'Who wants to guess the next letter?' And on the other side, kids debating and discussing interesting literature and ideas about citizenship." He and the student went to the school office where Saaris switched the aspiring young man into advanced-level courses. The following year, Saaris was promoted to running the school's advanced programs. Inspired, he led an initiative to "find all the missing students" from the Advanced Placement (AP) and International Baccalaureate (IB) programs, meeting with every 10th grader at the school. The initiative had a stunning impact. Within one year, the school's AP and IB programs had doubled in size, with the number of African-American students in advanced classes tripling. At the same time, the success rate for all students on the AP and IB exams increased by 20 percent. This case recounts the subsequent path that Saaris followed to take his efforts to a national level. He established Equal Opportunity Schools (EOS) with the aim of closing the access gap to advanced courses for minority and low-income students. The case details the organization's outreach and application process as well as the successes that EOS achieved and the challenges that it faced. It culminates with the announcement of the Lead Higher Initiative for which EOS would dramatically increase the number of schools with which it partnered over the next three years.

This installment of Marketing & Technology introduces managers to improvisation--colloquially known as 'improv'--or acting sans pre-planning, as a device for delivering warm, unmechanical service without breaking the training budget. We begin by describing improv, reviewing its history, and covering the rules and guidelines that improv uses. Then we explore some of the ways in which improv has been used in non-theater settings, and we present a number of examples of improv in customer service. We conclude by offering three lessons that improv theater can teach service firms.

Valued at $80 billion annually, state and local tax incentives are an important source of capital for expanding or relocating businesses. Using Tesla's recent $1.4 billion megadeal in Nevada as an example, we outline best practices for negotiating incentive packages. This installment of Accounting Matters discusses the evolution of incentives and provides insights regarding the regulatory and oversight changes that business owners and executives should anticipate. We conclude with recommendations for navigating increased compliance and reporting burdens.

Interest in and enthusiasm for crowdsourcing is growing tremendously. But should organizations contemplating the use of crowdsourcing view it as simply another means of outsourcing to non-employees, or as something unique that has special requirements for success? This article addresses that issue. After reviewing the various ways organizations employ non-employees to overcome human resource limitations, we suggest areas in which they are similar and areas in which they are different. We then focus on crowdsourcing as a novel source of external labor. Presenting key questions that every organization considering the use of crowdsourcing must address, we offer specific recommendations for those organizations that choose to employ a crowd to meet their needs. These recommendations are based on an extensive review of both the research literature and the practitioner literature, and include additional insights gleaned from transcripts of sales calls with prospective customers conducted by a large crowdsourcing intermediary.

Innovation contests are increasingly used by businesses to identify new ideas for better servicing their customers; yet, the degree to which the innovation contests provide new ideas has been disappointing. We describe the case of a large innovation contest via which we examined the role of three elements of the online discussion context to predict whether innovative ideas are generated during the contest. The three elements are: (1) the discussion thread's amount of variety (i.e., variation of participants' familiarity with the topic or organizational background), (2) the amount of collaborative versus argumentative posts that have been made in the discussion prior to a contributor's innovative post, and (3) whether the discussion includes previous posts from the participant prior to the innovative post. We found three ideal profiles for a person generating innovative ideas: (1) he or she posts after participants who have substantial variation in familiarity with the topic, (2) he/she posts on discussion threads in which participants focus their contributions on adding their own perspectives, not on arguing with others, and (3) he/she has not previously posted. These findings lead to specific implications for managing innovation contests.

During the next decade-plus, thousands of Baby Boomer entrepreneurs will retire, usually without formal succession plans. Next-generation relatives, former employees, or outsiders will assume leadership of these now-mature enterprises, hopefully bringing their own visions and initiatives and becoming, in every sense, re-entrepreneurs. Re-entrepreneurship describes a process through which a mature enterprise can be made new again. Re-entrepreneurial leaders will encounter challenges that differ radically from those confronted by traditional entrepreneurial leaders. Re-entrepreneurial initiatives necessarily should begin with new visions of what mature organizations might do to become new again; will succeed only if stakeholders commit to that vision; and should culminate with reimagined, restaged, and revitalized enterprises. To secure re-entrepreneurial outcomes, three framing principles are proposed. Each principle is rooted in the theory of Joseph Schumpeter, the godfather of entrepreneurism and creative destruction. Seven re-entrepreneurial rules follow. While grounded in entrepreneurial theory, each rule is based primarily on experiential lessons shared by re-entrepreneurial executives who have previously assumed leadership succession roles inside mature organizations--and subsequently reimagined, restaged, and revitalized, ultimately renewing their firms.

There is growing interest in how gamification--defined as the application of game design principles in non-gaming contexts--can be used in business. However, academic research and management practice have paid little attention to the challenges of how best to design, implement, manage, and optimize gamification strategies. To advance understanding of gamification, this article defines what it is and explains how it prompts managers to think about business practice in new and innovative ways. Drawing upon the game design literature, we present a framework of three gamification principles--mechanics, dynamics, and emotions (MDE)--to explain how gamified experiences can be created. We then provide an extended illustration of gamification and conclude with ideas for future research and application opportunities.

Internal consumption in the direct selling industry has been at the heart of many debates over the past couple of decades. In this article, we contend that internal consumption is a widespread practice at all levels of the distribution channel and not something limited to the direct selling or the multilevel marketing (MLM) retail arena. While government regulators in some countries attempt to use this practice in MLM as prima facie evidence of illegal pyramiding, the results presented here provide evidence of the widespread use of internal consumption in all aspects of retailing. Thus, to attribute internal consumption as a negative aspect solely within the direct selling marketplace shows a misplaced understanding with regard to personal use, discounts, and company recruiting efforts. At the same time, however, our research shows that discounted purchasing of product for personal use likely brings little value to the company since it does not appear to result in increased job satisfaction or organizational loyalty from either the affected employees or the customer base.

The Internet of Things (IoT), also called the Internet of Everything or the Industrial Internet, is a new technology paradigm envisioned as a global network of machines and devices capable of interacting with each other. The IoT is recognized as one of the most important areas of future technology and is gaining vast attention from a wide range of industries. This article presents five IoT technologies that are essential in the deployment of successful IoT-based products and services and discusses three IoT categories for enterprise applications used to enhance customer value. In addition, it examines the net present value method and the real option approach widely used in the justification of technology projects and illustrates how the real option approach can be applied for IoT investment. Finally, this article discusses five technical and managerial challenges.

Firms, especially those with high profit margins, are often scrutinized by regulatory authorities that suspect them of anticompetitive practices such as cartel formation. In this article I introduce a behavioral approach of competing that suggests firms with even the highest of margins are actually competing aggressively against each other, rather than colluding as the regulatory authorities might suggest. Firms using the behavioral approach can signal to antitrust authorities that their intent is not to restrain competition. Four mechanisms show this competitive orientation: (1) competitive intensity, (2) competitive complexity, (3) attack imitation, and (4) competitive action speed.

Collaborative work environments and team-based structures are commonly used across different types of organizations. Leaders increasingly need models for leading in complex intense teaming situations. To understand the team leader's role, it is important to appreciate and know the dynamics of teamwork, including how teams develop over time and the teaming elements that are important for success. By understanding the stages of team development and the dynamics occurring within a team setting, leaders can focus initiatives that are directed at certain critical moments for the team and build positive team dynamics. Team leaders should leverage the natural timelines that are part of running a project to effectively manage team dynamics to achieve high performance. Two crucial moments for the team leader are building and launching the team for a new project initiative. Following the project launch, teams start to collaborate and begin the performing and evaluating cycle toward goal accomplishment. In this article, we discuss our work with team leaders across industries to define and describe the role of a team leader, report on research focused on team dynamics and development, identify initiatives for team leaders to significantly improve the performance of intense teams, and specify strategies team leaders can use to turn around underperforming teams. We offer a new model for understanding the stages of team development and build this model to integrate important leadership tasks at each stage.

Service leaders have learned that it is not enough to attract customers who are ready and willing to experience what their organizations have to offer; they must also attract customers who are able to perform important roles in co-producing a successful service experience. This recognition has led to increasing interest regarding how organizations should manage these quasi-employees to ensure everything that must be done actually is done. Leading service organizations embrace this responsibility and have developed strategies to identify and accommodate variations in their targeted customers' capabilities. They know that client satisfaction depends upon the organization making up for deficiencies between what the customer must do to have a great service experience and what the customer actually can do. Surprisingly, there has been little systematic investigation into how organizations create and execute strategies to ensure that these deficiency gaps are filled. However, it is becoming increasingly clear that organizations that have developed systems and procedures to fill these gaps are likelier to satisfy their customers and achieve higher levels of repeat business than firms that have not. This article offers strategies for organizations that commit to bridging the customer can-do/must-do gap and thereby ensuring their customers have a successful service experience.

In today's interconnected world, a web of entities rather than predominantly a single firm coordinates a set of activities that deliver utility to mutually connected consumers, thus creating ecosystems. In this article, we suggest that in the current, ecosystem-based production and consumption environment it is important to identify a new set of factors that determines business success. We then propose that in order to develop a network-centric strategic mindset it is important to make a transition from the notion of firm-based competitive advantage to ecosystem-based nodal advantage by which products, services, or processes held by a single firm and affecting one or more ecosystems are exploited individually to improve business. To this end, we offer a new set of five forces that are likely to affect not only a node's financial profitability but also its vulnerability within its ecosystem and the survival of the ecosystem itself. Based on these forces, we recommend strategic triangulation and the formulation of policies to prevent infra-nodal substitution, increase nodal stranglehold, and improve nimbleness to accommodate ecosystemic transitions.

In 2004, Congress passed the American Jobs Creation Act of 2004 (AJCA). Several corporate benefits were included in this sweeping legislation, including the introduction of tax credits to encourage the development and use of alcohol and biodiesel fuels. Specifically, the Alternative Fuel Mixture Credit (AFMC) was structured as a refundable excise tax credit equal to 50 cents per gallon of alternative fuel produced. In 2008, paper manufacturers recognized an opportunity. If they added diesel fuel-which is not considered an alternative or clean fuel source-to black liquor, a natural byproduct of paper pulp processing, the resulting substance would be classified as an alternative fuel mixture that could potentially qualify for the AFMC. By mid-2009, every public company in the U.S. paper processing industry was receiving these credits. Because the credits were "refundable," and firms in the struggling paper industry did not have taxable income, the AFMCs generated tax savings from the U.S. Treasury totaling $6.4 billion, some of which was received in cash. This case examines the arguments around whether the refundable credits are taxable and discusses Financial Accounting Standards Board (FASB) Interpretation No. 48, Accounting for Uncertainty in Income Taxes (FIN 48). The case highlights International Paper as an example and presents analysis by the faculty authors on the three ways in which paper companies approached the AFMC.

The World Health Organization defines health as "a state of complete physical, mental, and social well-being and not merely the absence of disease and infirmity." For many Americans, the World Health Organization's definition of true health seems unattainable, given the multitude of complex problems plaguing the U.S. health system. The United States over the last 50 years has focused most of its health resources on providing medical care for individuals after they fall ill. It has placed far less emphasis on the non-medical determinants of health and the prevention of disease for the lives of its citizens. The result: an infamously expensive "sick care system" that does not perform as well as other wealthy countries across key measures. Americans of all socioeconomic stripes experience poorer health outcomes than their rich country peers. Such trends undermine U.S. international competitiveness. This background note digs deeper into these trends and their origins, the barriers hindering change, and past and current reforms, including the 2010 Affordable Care Act. If fully implemented, the controversial act will help the United States push beyond its myopic sick care focus towards the WHO's true health vision by creating a health system that integrates medical care with public health and prevention for all Americans.

Rockland Hospitals, a family-run entrepreneurial health care venture, had gone from a 90-bed capacity in 2004 to 808 beds in 2014. It had created an identity as an affordable, quality-driven health care provider in the National Capital Region of India. However, the managing director needed a growth plan that would achieve his goal of creating a medical corridor in the National Capital Region with a consortium of four super-specialty hospitals. Should he focus on capacity utilization and enhancing the efficiency of existing hospitals? Was attracting more medical tourists from foreign countries the answer? Or should he strive to create a health care network that reached the remotest corners of India?