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  • summer 2003
  • Article

Patents, Invalidity, and the Strategic Transmission of Enabling Information

By: James J. Anton and Dennis A. Yao
The patent system encourages innovation and knowledge disclosure by providing exclusivity to inventors. Exclusivity is limited, however, because a substantial fraction of patents have some probability of being ruled invalid when challenged in court. The possibility of... View Details
Keywords: System; Innovation and Invention; Knowledge Dissemination; Courts and Trials; Competition; Patents; Corporate Disclosure
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  • TeachingInterests

Strategy Execution

By: Dennis Campbell

This course takes strategy as given and teaches what students need to know to execute and win in highly competitive markets. Using fundamental building blocks based on accountability systems and structures, this course is divided into seven modules:

1.... View Details

  • 2023
  • Working Paper

Dynamic Pricing, Intertemporal Spillovers, and Efficiency

By: Alexander J. MacKay, Dennis Svartbäck and Anders G. Ekholm
Pricing technology that allows firms to rapidly adjust prices has two potential benefits. Time-varying prices can respond to high-frequency demand shocks to generate greater revenues, and they can also be used to smooth out demand to reduce costs. Using data... View Details
Keywords: Price; Consumer Behavior; Applications and Software; Volatility
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  • Fall 2016
  • Article

How Do Customers Respond to Increased Service Quality Competition?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide... View Details
Keywords: Service Quality Competition; Retail Banks; Empirical Operations; Retention; Service Operations; Quality; Competition; Banking Industry; United States
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  • 06 May 2014
  • First Look

First Look: May 6

authority, substituting their economic and political sovereignty for the people's. This has been accomplished by creating an enormous public service sector operating in the material interest of politicians themselves and of their big... View Details
Keywords: Sean Silverthorne
  • 2015
  • Article

Testing Strategy with Multiple Performance Measures: Evidence from a Balanced Scorecard at Store24

By: Dennis Campbell, Srikant M. Datar, Susan L. Kulp and V.G. Narayanan
We analyze balanced scorecard data from a convenience store chain, Store24, during the implementation of an innovative, but ultimately unsuccessful, strategy. Quarterly strategic reviews, based in part on the firm's balanced scorecard, led executives at Store24 to... View Details
Keywords: Balanced Scorecard; Business Strategy; Retail Industry
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  • 27 Aug 2013
  • First Look

First Look: August 27

jointly develops an offshore tract-performs relative to a solo firm. I employ a regression discontinuity strategy based on bids in first-price sealed-bid auctions for the rights to develop leases. By focusing on leases where one... View Details
Keywords: Sean Silverthorne
  • November 2011 (Revised March 2014)
  • Case

Jaipur Literature Festival — Beyond the Festival Template

By: Tarun Khanna, Dennis A. Yao, Hillary Greene and Amrita Chowdhury
Jaipur Literature Festival (JLF), dubbed "the greatest literary show on earth" was an annual event held in late January at the Diggi Palace in Jaipur. JLF provided a platform for international authors and Indian language authors from the subcontinent to engage in a... View Details
Keywords: Literature; Festival; Economic Development; Social Development; Literacy; Development Economics; Social Entrepreneurship; Organizational Structure; Social Issues; India
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  • 06 Feb 2007
  • First Look

First Look: February 6, 2007

the Panic of 1907, and advanced by professional economists, like Irving Fisher and Warren Persons, after World War I. By the late-1920s, about a dozen forecasters competed to... View Details
Keywords: Martha Lagace
  • Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
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  • January–February 2014
  • Article

IDEO's Culture of Helping

By: Teresa Amabile, Colin M. Fisher and Julianna Pillemer
Leaders can do few things more important than encouraging helping behavior within their organizations. In the highest-performing companies, it is a norm that colleagues support one another's efforts to do the best work they can. That has always been true for efficiency... View Details
Keywords: Management Style; Behavior; Attitudes; Organizational Culture; Relationships; Social and Collaborative Networks
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  • 27 Mar 2007
  • First Look

First Look: March 27, 2007

research and discuss his contributions to management and economics. We look at three distinct bodies of work. In the first, Clark (in conjunction with Robert Hayes and Steven Wheelwright) argued that the abandonment by U.S. managers of... View Details
Keywords: Martha Lagace
  • October 2016
  • Case

Turkasset: Bringing Customer-Centricity to Debt Collection

By: Dennis Campbell and Gamze Yucaoglu
In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details
Keywords: Customer Satisfaction; Customer Experience; Customer Service; Customer-centric; Emerging Market; Customer Focus; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Turkasset; Collections Agency; NPL; Call Center; Financial Services; Borrowing and Debt; Customer Focus and Relationships; Organizational Culture; Operations; Management; Service Operations; Quality; Competitive Advantage; Cost vs Benefits; Financial Services Industry; Turkey
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  • 06 Nov 2012
  • First Look

First Look: November 6

understood and managed. The key to success? Incentives. Fortunately, new research has shed light on the role incentives can play in promoting new ideas, but these findings have been absent from innovation literature-until now. By using... View Details
Keywords: Sean Silverthorne
  • 20 Mar 2018
  • First Look

First Look at New Research and Ideas, March 20, 2018

employees sit through training and attest that they understand the rules, but failing to assess the effectiveness of their compliance programs, or doing so with faulty metrics. The authors explain how we reached this sorry state—and how we can remedy it. Firms should... View Details
Keywords: Sean Silverthorne
  • 08 Jul 2014
  • First Look

First Look: July 8

investigates the effect of pay for performance in firms, yet less is known about the effect of non-financial rewards, especially in organizations that hire individuals to perform tasks with positive social spillovers. We conduct a field experiment in which agents... View Details
Keywords: Carmen Nobel
  • 13 May 2021
  • Blog Post

Zhalisa Clarke’s Sabbatical Story: Tech leader turned healer

Sabbaticals, authored by Dennis (DJ) DiDonna (HBS 2010). DiDonna has dedicated his career to commercializing social science research to create organizations which positively impact the world. DiDonna founded... View Details
  • 04 Feb 2014
  • First Look

First Look: February 4

by smart competitors and changes in their industries. In each case, there were opportunities to act before a crisis engulfed the organization. At Kodak, for example, CEO George Fisher attempted to move the... View Details
Keywords: Sean Silverthlorne
  • October 2018
  • Article

The Operational Value of Social Media Information

By: Ruomeng Cui, Santiago Gallino, Antonio Moreno and Dennis J. Zhang
While the value of using social media information has been established in multiple business contexts, the field of operations and supply chain management have not yet explored the possibilities it offers in improving firms' operational decisions. This study attempts to... View Details
Keywords: Machine Learning; Information; Sales; Forecasting and Prediction; Social Media
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  • 08 Jun 2010
  • First Look

First Look: June 8

  PublicationsThe New Science of Retailing: How Analytics Are Transforming the Supply Chain and Improving Performance Authors:Marshall Fisher and Ananth Raman Publication:Harvard Business School Press, 2010 Abstract Retailers today are... View Details
Keywords: Martha Lagace