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All HBS Web
(3,953)
- Faculty Publications (1,298)
- Fall 2016
- Article
How Do Customers Respond to Increased Service Quality Competition?
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...
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Keywords:
Service Quality Competition;
Retail Banks;
Empirical Operations;
Retention;
Service Operations;
Quality;
Competition;
Banking Industry;
United States
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607.
- August 2016 (Revised December 2016)
- Module Note
Strategy Execution Module 2: Building a Successful Strategy
By: Robert Simons
This module reading describes the basics of building a successful strategy. Topics in this module include a discussion of the distinction between corporate and business strategy; how to conduct a SWOT analysis of market dynamics and internal capabilities; the use of...
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Keywords:
Management Control Systems;
Implementing Strategy;
Strategy Execution;
Business Strategy;
Five Forces;
Distinctive Capabilities;
Emergent Strategy;
Mission Statements;
Strategy;
SWOT Analysis;
Competitive Advantage
Simons, Robert. "Strategy Execution Module 2: Building a Successful Strategy." Harvard Business School Module Note 117-102, August 2016. (Revised December 2016.)
- July–August 2016
- Article
Minimum Advertised Pricing: Patterns of Violation in Competitive Retail Markets
By: Ayelet Israeli, Eric Anderson and Anne Coughlan
Manufacturers in many industries frequently use vertical price policies, such as minimum advertised price (MAP), to influence prices set by downstream retailers. Although manufacturers expect retail partners to comply with MAP policies, violations of MAP are common in...
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Keywords:
Pricing Policies;
Pricing;
Channel Management;
Legal Aspects Of Business;
Price;
Governance Compliance;
Marketing Channels;
Retail Industry
Israeli, Ayelet, Eric Anderson, and Anne Coughlan. "Minimum Advertised Pricing: Patterns of Violation in Competitive Retail Markets." Marketing Science 35, no. 4 (July–August 2016): 539–564. (Lead article.)
- 2016
- Working Paper
The Empirical Economics of Online Attention
By: Andre Boik, Shane Greenstein and Jeffrey Prince
In several markets, firms compete not for consumer expenditure but instead for consumer attention. We model and characterize how households allocate their scarce attention in arguably the largest market for attention: the Internet. Our characterization of household...
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Keywords:
Internet and the Web;
Competition;
Behavior;
Resource Allocation;
Household;
Cognition and Thinking
Boik, Andre, Shane Greenstein, and Jeffrey Prince. "The Empirical Economics of Online Attention." NBER Working Paper Series, No. 22427, July 2016.
- June 2016 (Revised March 2017)
- Case
Global Wine War 2015: New World Versus Old
By: Christopher A. Bartlett and Sarah McAra
This case contrasts the tradition-bound Old World wine industry with the market-oriented New World producers in the battle for the Chinese wine market in 2015. China’s wine consumption growth presented a large and fast-growing export target that was extremely...
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Keywords:
Competitive Advantage;
Government Regulation;
Industry Analysis;
International Business;
International Marketing;
Market Entry;
Exports;
Business And Government Relations;
China;
Europe;
France;
Australia;
Trade;
Global Strategy;
Governing Rules, Regulations, and Reforms;
Consumer Behavior;
Market Entry and Exit;
Competition;
Food and Beverage Industry;
France;
Europe;
Australia;
China
Bartlett, Christopher A., and Sarah McAra. "Global Wine War 2015: New World Versus Old." Harvard Business School Case 916-415, June 2016. (Revised March 2017.)
- June 2016
- Case
Big Spaceship: The Evolving Agency
By: Boris Groysberg and Matthew G. Preble
This case discusses the evolution of Big Spaceship, an advertising and marketing agency, from a product-focused business to a relationship-oriented one as clients seek deeper and more meaningful long-term partnerships. The 15-year-old company had already evolved...
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Keywords:
Digital Marketing;
Advertising;
Advertising Campaigns;
Marketing;
Organizational Structure;
Organizational Design;
Organizational Culture;
Organizational Change and Adaptation;
Social Media;
Advertising Industry;
United States;
New York (city, NY)
Groysberg, Boris, and Matthew G. Preble. "Big Spaceship: The Evolving Agency." Harvard Business School Case 416-003, June 2016.
- 2017
- Working Paper
Management as a Technology?
By: Nicholas Bloom, Raffaella Sadun and John Van Reenen
Are some management practices akin to a technology that can explain firm and national productivity, or do they simply reflect contingent management styles? We collect data on core management practices from over 11,000 firms in 34 countries. We find large cross-country...
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Keywords:
Management Practices;
Productivity;
Competition;
Management Practices and Processes;
Performance Productivity
Bloom, Nicholas, Raffaella Sadun, and John Van Reenen. "Management as a Technology?" Harvard Business School Working Paper, No. 16-133, June 2016. (Revised October 2017.)
- 2016
- Working Paper
Towards a Prescriptive Theory of Dynamic Capabilities: Connecting Strategic Choice, Learning, and Competition
By: Gary P. Pisano
The field of strategy has mounted an enormous effort to understand, define, predict, and measure how organizational capabilities shape competitive advantage. While the notion that capabilities influence strategy dates back to the work of Andrews (1971), attempts to...
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Keywords:
Competitive Advantage
Pisano, Gary P. "Towards a Prescriptive Theory of Dynamic Capabilities: Connecting Strategic Choice, Learning, and Competition." Harvard Business School Working Paper, No. 16-146, June 2016.
- May 2016
- Case
OPET: Precision Marketing in Uncertain Times
By: Rajiv Lal, Esel Çekin and Eren Kuzucu
During Timucin Guler’s decade at OPET, a prominent fuel distributor in Turkey, he transformed the definition of marketing in the company. Under Guler’s lead, OPET, once a local player in the downstream distribution market, became the second largest fuel distributor in...
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Keywords:
Customer Satisfaction;
Customer Service;
Emerging Market;
Focusing On Customers;
Competition;
Turkey;
Loyalty Program;
Marketing Strategy;
Downstream Distribution;
Customer Relationship Management;
Energy Industry;
Turkey
Lal, Rajiv, Esel Çekin, and Eren Kuzucu. "OPET: Precision Marketing in Uncertain Times." Harvard Business School Case 516-087, May 2016.
- May 2016 (Revised September 2016)
- Case
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
By: Rajiv Lal and Gamze Yucaoglu
In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high...
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Keywords:
Customer Experience;
Customer Service;
Hotel Industry;
Emerging Market;
Customer Focus;
Leading Growth;
Feedback Culture;
Employee Empowerment;
Employee Engagement;
Employee Training;
Staffing;
Operations Management;
Quality Management;
Service Management;
Service Quality;
Continuous Improvement;
Hillside;
HBC;
Turkey;
Vacation;
Customer Relationship Management;
Quality;
Employee Relationship Management;
Service Operations;
Organizational Culture;
Customer Satisfaction;
Selection and Staffing;
Service Delivery;
Competitive Advantage;
Emerging Markets;
Growth and Development;
Accommodations Industry;
Entertainment and Recreation Industry;
Turkey
Lal, Rajiv, and Gamze Yucaoglu. "Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean." Harvard Business School Case 516-110, May 2016. (Revised September 2016.)
- May 2016 (Revised June 2017)
- Case
India's Amul: Keeping Up with the Times
By: Rohit Deshpandé, Tarun Khanna, Namrata Arora and Tanya Bijlani
Amul is an Indian dairy cooperative founded in 1947—eight months before India's independence from British rule—and owned by over three million farmers in the state of Gujarat. It is India's largest food product marketing organization, selling 46 products, including...
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Keywords:
Globalization;
Expansion;
Dairy;
India;
Cooperatives;
Milk;
Leadership;
Agriculture;
Agribusiness;
Competition;
Marketing;
Organizational Change and Adaptation;
Agriculture and Agribusiness Industry;
India
Deshpandé, Rohit, Tarun Khanna, Namrata Arora, and Tanya Bijlani. "India's Amul: Keeping Up with the Times." Harvard Business School Case 516-116, May 2016. (Revised June 2017.)
- 2016
- Chapter
Navigating Natural Monopolies: Market Strategy and Nonmarket Challenges in Radio and Television Audience Measurement Markets
By: Hillary Greene and Dennis Yao
This paper explores how firms within the audience measurement industry, specifically its radio and television markets, have navigated myriad market and nonmarket challenges. The market strategies and the nonmarket forces that constrain those strategies are largely...
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Keywords:
Measurement and Metrics;
Marketing Strategy;
Consumer Behavior;
Monopoly;
Television Entertainment;
Public Opinion;
Geographic Scope;
Media and Broadcasting Industry;
United States
Greene, Hillary, and Dennis Yao. "Navigating Natural Monopolies: Market Strategy and Nonmarket Challenges in Radio and Television Audience Measurement Markets." In Strategy Beyond Markets. Vol. 34, edited by John de Figueiredo, Michael Lenox, Felix Oberholzer-Gee, and Rick Vanden Bergh, 367–411. Advances in Strategic Management. Emerald Group Publishing, 2016.
- 2016
- Book
Strategy Beyond Markets
By: John de Figueiredo, Michael Lenox, Felix Oberholzer-Gee and Rick Vanden Bergh
Strategy beyond markets has been an active area of research inquiry since the early 1990s. Since its inception, the scholarship emanating from this research stream has grown substantially in quantity, quality, and breadth. Likewise, firms across the world have...
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Keywords:
Strategy
Figueiredo, John de, Michael Lenox, Felix Oberholzer-Gee and Rick Vanden Bergh, eds. Strategy Beyond Markets. Vol. 34, Advances in Strategic Management. Emerald Group Publishing, 2016.
- April 2016
- Teaching Note
Flipkart: Transitioning to a Marketplace Model
By: Sunil Gupta and Das Narayandas
In 2015, Sachin and Binny Bansal, co-founders of India's largest e-tailer, Flipkart, announced that the company would switch to a marketplace model and move its logistics arm into a separate company. At the time of the announcement, Snapdeal already claimed to be...
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- 2016
- Working Paper
The Reference Wars: Encyclopedia Britannica's Decline and Encarta's Emergence
By: Shane Greenstein
The experience of Encyclopædia Britannica provides the canonical example of the decline of an established firm at the outset of the digital age. Competition from Microsoft's Encarta in 1993 led to sharp declines in the sales of books, which led to the distressed sale...
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Keywords:
Market Entry and Exit;
Service Operations;
Emerging Markets;
Applications and Software;
Books;
Information Technology Industry;
Information Industry
Greenstein, Shane. "The Reference Wars: Encyclopedia Britannica's Decline and Encarta's Emergence." Working Paper, April 2016.
- 2016
- Working Paper
The Impact of Patent Wars on Firm Strategy: Evidence from the Global Smartphone Market
By: Feng Zhu
Strategy scholars have documented in various empirical settings that firms seek and leverage stronger institutions to mitigate hazards and gain competitive advantage. In this paper, we argue that such “institution-seeking” behavior may not be confined to the pursuit of...
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Keywords:
Patent Wars;
Patent Litigation;
Intellectual Property (IP) Enforcement;
Institutions;
Smartphone;
Patent Thicket;
Digital Platforms;
Patents;
Lawsuits and Litigation;
Globalized Markets and Industries;
Business Strategy;
Telecommunications Industry
Paik, Yongwook, and Feng Zhu. "The Impact of Patent Wars on Firm Strategy: Evidence from the Global Smartphone Market." Harvard Business School Working Paper, No. 14-015, August 2013. (Revised March 2016.)
- March 2016
- Case
M-Pesa: Financial Inclusion in Kenya
By: Rajiv Lal, Lisa Cox and Sarah McAra
M-Pesa, a mobile money transfer service launched in 2007 in Kenya by telecommunications company Safaricom, allowed people to send money via mobile messaging to contacts, such as friends and family, or even to pay for goods and services, such as groceries or a taxi...
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- March 2016 (Revised November 2021)
- Teaching Note
T-Mobile in 2013: The Un-Carrier
By: John Beshears and Francesca Gino
By 2013, the U.S. wireless industry was in the midst of a costly transition. As consumers began to embrace more sophisticated mobile devices, the industry's four main players spent heavily to improve their infrastructures for providing reliable high-speed data...
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- 2016
- Book
Lead and Disrupt: How to Solve the Innovator's Dilemma
By: Charles A. O'Reilly and Michael Tushman
In the past few years, a number of well-known firms have failed—think of Blockbuster, Kodak, and RadioShack. When we read about their demise, it often seems inevitable—a natural part of "creative destruction." But closer examination reveals a disturbing truth:...
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O'Reilly, Charles A., and Michael Tushman. Lead and Disrupt: How to Solve the Innovator's Dilemma. Stanford, CA: Stanford Business Books, 2016.
- Other Article
Online Discounting: Who is Leading the Race to the Bottom?
By: Ayelet Israeli, Eric Anderson and Anne Coughlan
A short review of the finidings in: Israeli, Ayelet, Eric Anderson, and Anne Coughlan. "Minimum Advertised Pricing: Patterns of Violation in Competitive Retail Markets." Marketing Science 35, no. 4 (July–August 2016): 539–564.
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Keywords:
Pricing;
Price Policies;
Pricing Policies;
Discounting;
Retailing;
Retailing Industry;
Minimum Advertised Price;
Ecommerce;
E-Commerce Strategy;
Price;
Distribution Channels;
Distribution;
Digital Marketing;
E-commerce;
Retail Industry;
Technology Industry;
Advertising Industry;
United States