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All HBS Web
(2,200)
- People (10)
- News (679)
- Research (1,120)
- Multimedia (5)
- Faculty Publications (292)
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- June 2002 (Revised July 2002)
- Case
NTT DoCoMo: Marketing i-mode
By: Youngme E. Moon
i-mode is a wireless Internet service offered in Japan by NTT DoCoMo. In just three years, the service has won over 30 million subscribers and achieved a 60% share of Japan's mobile Internet market, making it the most successful mobile data service in the world. It is...
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Keywords:
Price;
Marketing;
Marketing Channels;
Market Entry and Exit;
Market Participation;
Success;
Competition;
Internet and the Web;
Technology Adoption;
Mobile and Wireless Technology;
Telecommunications Industry;
Japan
Moon, Youngme E. "NTT DoCoMo: Marketing i-mode." Harvard Business School Case 502-031, June 2002. (Revised July 2002.)
- 26 Apr 2010
- Research & Ideas
When Other Companies Compete Like Crazy, Dare to Be Different
them to resist the urge to follow suit. Competitive pressure, I argue, breeds conformity. Q: You discuss consumer devotion to a product or service in your chapter on "category blur." What do you see happening to brand loyalty?...
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Keywords:
by Sarah Jane Gilbert
- January 2010 (Revised March 2013)
- Case
foursquare
By: Mikolaj Jan Piskorski, Thomas R. Eisenmann, Jeffrey J. Bussgang and David Chen
Co-founders of foursquare are deciding how to respond to competitive threats and scale up the organization. Foursquare was a location-based online service that allowed users to "check in" to a location using an application on a smartphone. Foursquare kept track of a...
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Keywords:
Entrepreneurship;
Internet and the Web;
Mobile and Wireless Technology;
Competitive Advantage;
Web Services Industry;
United States
Piskorski, Mikolaj Jan, Thomas R. Eisenmann, Jeffrey J. Bussgang, and David Chen. "foursquare." Harvard Business School Case 711-418, January 2010. (Revised March 2013.)
- 04 May 2021
- Book
Best Buy: How Human Connection Saved a Failing Retailer
store.” Instead, the sales associates—nicknamed “blue shirts” after Best Buy’s trademark royal-blue collared shirts—brought the injured T. rex to a service counter and performed “surgery” on the toy as they surreptitiously traded it out...
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- March 2003 (Revised October 2003)
- Case
Campbell Soup Company: Transforming for the 21st Century
By: Lynda M. Applegate and Jamie Ladge
In July 2001, Campbell Soup's newly appointed CEO, Douglas R. Conant, addressed a group of Wall Street analysts and unveiled his plan to kick-start growth. His plan called for organizational renewal and revitalization, redesign of core customer-facing processes...
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Keywords:
Customer Focus and Relationships;
Entrepreneurship;
Growth and Development Strategy;
Marketing Strategy;
Product Marketing;
Industry Structures;
Production;
Supply Chain Management;
Competition;
Competitive Strategy;
Consumer Products Industry;
Food and Beverage Industry;
United States
Applegate, Lynda M., and Jamie Ladge. "Campbell Soup Company: Transforming for the 21st Century." Harvard Business School Case 803-119, March 2003. (Revised October 2003.)
- December 1986 (Revised August 1988)
- Case
LifeSpan Inc.: Abbott Northwestern Hospital
Raises the powerful issues of measuring marketing performance in a not-for-profit services setting. Also raises several interesting ethical issues. LifeSpan Inc., a Minneapolis based not-for-profit organization is the parent holding company of three hospitals and...
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Keywords:
Nonprofit Organizations;
Ethics;
Marketing Communications;
Health Care and Treatment;
Service Industry;
Service Industry;
Minneapolis
Menezes, Melvyn A. "LifeSpan Inc.: Abbott Northwestern Hospital." Harvard Business School Case 587-104, December 1986. (Revised August 1988.)
- 14 Jun 2023
- Op-Ed
Every Company Should Have These Leaders—or Develop Them if They Don't
than ever. Amid all this turbulence, strategic thinkers must quickly evaluate opportunities and threats while operationalizing strategy. What organizations need now are “T-shaped leaders”—those who share knowledge across the organization...
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Keywords:
by Hise Gibson
- July 3, 2020
- Article
Delivery Apps Need to Start Treating Suppliers As Partners
By: Scott Duke Kominers and Ian Macomber
Home delivery has shifted from a luxury service aimed at young urban professionals to a core part of many businesses, which is used by almost everyone. That upheaval has strained capacity of many delivery services and changed how they relate to the suppliers that they...
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Keywords:
Service Delivery;
Supply Chain;
Performance Capacity;
Performance Efficiency;
Entrepreneurship
Kominers, Scott Duke, and Ian Macomber. "Delivery Apps Need to Start Treating Suppliers As Partners." Harvard Business Review (website) (July 3, 2020).
- 16 Jul 2020
- Research & Ideas
Restaurant Revolution: How the Industry Is Fighting to Stay Alive
inside The future of the restaurant industry is especially of concern to us. We collectively share 35 years of restaurant and food industry experience, navigating our way through as waitstaff and bartenders, as managers and senior leaders...
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- 27 Jun 2005
- Research & Ideas
Asian and American Leadership Styles: How Are They Unique?
United States. As Asian companies rely more on professional employees of all sorts, and as professional services become more important in Asian economies, the less autocratic and more participative and even empowered style of leadership...
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Keywords:
by D. Quinn Mills
- 17 Dec 2018
- Research & Ideas
Women Receive Harsher Punishment at Work Than Men
Reading: Sponsorship Programs Could Actually Widen the Gender Gap Sexual Harassment: What Employers Should Do Now Why Employers Favor Men What do you think of this research? Share your insights below. [Image: wildpixel]
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- February 2000 (Revised December 2000)
- Case
Staples.com
By: Thomas R. Eisenmann, Joanna M. Jacobson and Gillian Morris
Staples.com, the online unit of the U.S. office supplies retailing chain Staples, faces a range of strategic and organizational issues as it accelerates its growth. Should it pursue only existing Staples customers or consumers who do not shop in Staples stores? How...
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Keywords:
Supply Chain;
Business Units;
Business Model;
Growth and Development;
Internet and the Web;
Entrepreneurship;
Business Strategy;
Service Industry;
United States
Eisenmann, Thomas R., Joanna M. Jacobson, and Gillian Morris. "Staples.com." Harvard Business School Case 800-305, February 2000. (Revised December 2000.)
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,...
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Keywords:
Cost;
Service Operations;
Distribution Channels;
Consumer Behavior;
Internet and the Web;
Banks and Banking;
Technology Adoption;
Service Delivery;
Market Transactions;
Market Participation;
Profit;
Retail Industry;
Banking Industry;
United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- May 1983 (Revised December 1987)
- Case
Technical Data Corp.
Describes a decision confronting the president of a small company about selling some or all of the shares in his company to another firm. Technical Data Corp. provides analytical services to professional bond market traders over a system of computer terminals operated...
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Keywords:
Stocks;
Entrepreneurship;
Business Startups;
Internet and the Web;
Information Infrastructure;
Mobile and Wireless Technology;
Valuation;
Negotiation Tactics;
Mergers and Acquisitions;
Corporate Strategy;
Horizontal Integration;
Service Industry;
Service Industry
Sahlman, William A. "Technical Data Corp." Harvard Business School Case 283-072, May 1983. (Revised December 1987.)
- November 2016
- Case
QuintilesIMS: Biosimilar Marketing in England
By: John A. Quelch and Emily C. Boudreau
QuintilesIMS was a leading healthcare consulting firm best known for its data and information offerings as well as its market research and management consulting services for life science companies. By 2015, the company was expanding beyond the biopharmaceutical...
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Keywords:
Health;
Pharmaceutical Industry;
Biotech;
Marketing;
Health Care and Treatment;
Biotechnology Industry;
England
Quelch, John A., and Emily C. Boudreau. "QuintilesIMS: Biosimilar Marketing in England." Harvard Business School Case 517-054, November 2016.
- November 2012
- Teaching Note
Groupon (TN)
By: Sunil Gupta, Ray Weaver and Yien Hao Lock
On November 4, 2011, Groupon, a marketing services company that promoted local businesses by selling deeply discounted vouchers for their products and services, completed its initial public offering that valued the company at $17 billion. Within a year Groupon's share...
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- 11 Jul 2019
- Sharpening Your Skills
Deconstructing 'Customer Experience'
customer anxiety on service relationships is neither well understood, nor consistently factored into service design. How Do Incumbents Fare in the Face of Increased Service...
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- September 1998
- Case
Vanguard Group, Inc. (1998), The
By: Andre F. Perold
Since the beginning of 1997, Vanguard's assets under management have increased more than 60% from $240 billion to almost $400 billion, making it second in market share only to Fidelity. Vanguard views this success as another vindication of its low-cost strategy of...
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Keywords:
Asset Management;
Cost Management;
Investment Funds;
Product;
Service Operations;
Performance Expectations;
Competition;
Consolidation;
Expansion;
Internet;
Financial Services Industry
Perold, Andre F. "Vanguard Group, Inc. (1998), The." Harvard Business School Case 299-002, September 1998.
- August 2015 (Revised June 2021)
- Case
Amazon.com, 2021
By: John R. Wells, Benjamin Weinstock, Gabriel Ellsworth and Galen Danskin
In February 2021, Amazon announced 2020 operating profits of $22,899 million, up from $2,233 million in 2015, on sales of $386 billion, up from $107 billion five years earlier (see Exhibit 1). The shareholders expressed their satisfaction (see Exhibit 2), but not all...
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Keywords:
Strategic Analysis;
Retail;
E-commerce;
Amazon;
Internet;
Amazon.com;
AmazonFresh;
Jeff Bezos;
Cloud Computing;
Marketplaces;
Streaming;
E-reader Market;
Digital Media;
Mobile App;
Online Retail;
Shipping;
Database;
Tablet;
Kindle;
Kindle Fire;
Smartphone;
Delivery;
Digital Platforms;
Competition;
Internet and the Web;
Corporate Strategy;
Digital Marketing;
Business Growth and Maturation;
Business Model;
Business Organization;
For-Profit Firms;
Film Entertainment;
Games, Gaming, and Gambling;
Music Entertainment;
Television Entertainment;
Profit;
Revenue;
Global Strategy;
Multinational Firms and Management;
Taxation;
Business History;
Human Resources;
Resignation and Termination;
Books;
Human Capital;
Working Conditions;
Business or Company Management;
Goals and Objectives;
Growth and Development Strategy;
Growth Management;
Management Practices and Processes;
Industry Growth;
Industry Structures;
Media;
Distribution;
Distribution Channels;
Order Taking and Fulfillment;
Infrastructure;
Logistics;
Product Development;
Supply Chain;
Supply Chain Management;
Organizational Culture;
Public Ownership;
Work-Life Balance;
Problems and Challenges;
Labor and Management Relations;
Strategy;
Adaptation;
Business Strategy;
Competitive Strategy;
Diversification;
Expansion;
Integration;
Horizontal Integration;
Vertical Integration;
Information Infrastructure;
Information Technology;
Mobile and Wireless Technology;
Price;
Applications and Software;
Marketing;
Marketing Strategy;
Working Capital;
Customer Focus and Relationships;
Customer Value and Value Chain;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
United States;
Washington (state, US);
Seattle
Wells, John R., Benjamin Weinstock, Gabriel Ellsworth, and Galen Danskin. "Amazon.com, 2021." Harvard Business School Case 716-402, August 2015. (Revised June 2021.)
- 15 Apr 2015
- Research & Ideas
Why Americans Voted for an Income Tax
that the taxes they endorsed started out small in scope and size but have multiplied by a factor of eight as a share of our economy, have we gone off course? After all, when an income tax was introduced in 1862 to fund the Civil War, it...
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Keywords:
by Matthew C. Weinzierl