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- All HBS Web (1,451)
- Faculty Publications (619)
- 26 Jul 2022
- Research & Ideas
Burgers with Bugs? What Happens When Restaurants Ignore Online Reviews
There’s a saying in hospitality: The customer is always right. In fact, customers might be more influential than ever, according to a study of online restaurant reviews. Yelp, the website where consumers share their View Details
- Web
Industry Information - Alumni
In addition to providing industry insights, the magazine includes several rankings on topics ranging from "Top 25 Consultants," "Best Firms to Work For," “Small Jewels," and "Women in Consulting." Vault... View Details
- Web
Alternative Investments Course | HBS Online
"I've taken a lot of paid online courses, but the HBS Online experience was close to that of the classroom and highly immersive." Swaminathan Aiyer Head of Private Equity at... View Details
- September 2017 (Revised November 2018)
- Case
Marriott International: The Next 90 Years
By: Chiara Farronato and Gary Pisano
The case examines how Marriott should respond to the potential threats from new home-sharing platforms and the rise of online travel agencies. In 2017 Marriott was the largest hotel chain, with more than one million rooms and 7% of worldwide room supply. In the... View Details
Keywords: Airbnb; Competitiveness; Threats; Disruption; Lodging Industry; Long-term Growth; Loyalty Program; Marriot; Online Platforms; Online Travel Agencies; Digital Platforms; Disruptive Innovation; Competitive Strategy; Competition; Customer Focus and Relationships; Customer Satisfaction; Internet and the Web; Tourism Industry; Tourism Industry; Tourism Industry
Farronato, Chiara, and Gary Pisano. "Marriott International: The Next 90 Years." Harvard Business School Case 618-017, September 2017. (Revised November 2018.)
- February 2001 (Revised February 2018)
- Case
The iPremier Company (A): Distributed Denial of Service Attack
By: Robert D. Austin, Larry Leibrock and Alan Murray
Describes a new CIO trying to manage a denial of service (DOS) attack against his e-retailing business. The attack and its aftermath provide students an opportunity to discuss the business issues that are interwoven with computer security issues. View Details
Austin, Robert D., Larry Leibrock, and Alan Murray. "The iPremier Company (A): Distributed Denial of Service Attack." Harvard Business School Case 601-114, February 2001. (Revised February 2018.)
- October 1999 (Revised November 1999)
- Case
Wit Capital: Evolution of the Online Investment Bank
Wit Capital brings democracy to the IPO process via the World Wide Web. This case encourages debate about the role service will play in this technology-intermediated investment bank and the sources and sustainability of its competitive advantage. View Details
Keywords: Initial Public Offering; Service Delivery; Competitive Advantage; Investment Banking; Web; Banking Industry
Hallowell, Roger H., and Tonicia C. Hampton. "Wit Capital: Evolution of the Online Investment Bank." Harvard Business School Case 800-145, October 1999. (Revised November 1999.)
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
rather than focus simply on products and sales. And Gulati's research, including interviews with 500 executives spanning industries and... View Details
- spring 1999
- Article
Building a Company on Internet Time: Lessons from Netscape
By: D. B. Yoffie and M. A. Cusumano
Yoffie, D. B., and M. A. Cusumano. "Building a Company on Internet Time: Lessons from Netscape." California Management Review 41, no. 3 (spring 1999): 8–28.
- July 2000 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (A)
Introduces a "new-economy" company, Madison Avenue, facing challenges of mega-success. In the two years since its founding, the company's revenues have grown from zero to nearly $30 million, head count has swollen from the start-up handful to more than 200, and the... View Details
Keywords: Organizational Change and Adaptation; Organizational Design; Online Advertising; Advertising Industry
Spear, Steven J., and Jeremy Dann. "Madison Avenue: Digital Media Services (A)." Harvard Business School Case 601-020, July 2000. (Revised September 2005.)
- Web
Frequently Asked Questions | HBS Online
these shipments, you’ll have the option of purchasing shipment via United Parcel Service (UPS). How does HBS Online ship printed certificates? All certificates are shipped via United States Postal View Details
- Fast Answer
Investment management: industry resources
Career Library Career Guide to IM Top 25 IM Employers Company & Industry News Identify latest activities, changes in management, market share/market size, and trends. Factiva: Useful for... View Details
- 2023
- Working Paper
The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks
By: Isamar Troncoso, Minkyung Kim, Ishita Chakraborty and SooHyun Kim
The US has seen a rise in union movements, but their effects on service industry marketing outcomes like customer satisfaction and perceptions of service quality remain understudied. In this paper, we empirically study the impact on customer satisfaction and... View Details
Keywords: Labor Unions; Customer Satisfaction; Perception; Public Opinion; Employees; Food and Beverage Industry
Troncoso, Isamar, Minkyung Kim, Ishita Chakraborty, and SooHyun Kim. "The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks." Working Paper, 2023.
- August 2022 (Revised October 2023)
- Case
Bajaj Finance: Building an Omnipresent Financial Services Firm
By: Das Narayandas and Rachna Tahilyani
Bajaj Finance, India’s largest consumer finance firm with $20.9 billion of assets across 50.5 million customers, is on a journey to transform itself from a traditional firm that sells loans and other financial products through brick-and-mortar outlets to an omnipresent... View Details
Keywords: Financial Institutions; Transformation; Financial Instruments; Customer Satisfaction; Internet and the Web; Customer Focus and Relationships; India
Narayandas, Das, and Rachna Tahilyani. "Bajaj Finance: Building an Omnipresent Financial Services Firm." Harvard Business School Case 523-040, August 2022. (Revised October 2023.)
- June 2012 (Revised July 2012)
- Case
Business-driven Research at IBM Research India
By: Willy Shih, Margaret Pierson, Pankaj Agarwal, Diego Medicina and Juan Prajogo
What is the right mix between business-driven and pure research? This case considers the question in the setting of IBM Research India, where a management push for balance between exploratory research and the fulfillment of business needs meets some resistance from... View Details
Keywords: R＆D; Computer Services Industries; IT R＆D; Internet; Web-enabled Application; Technological Planning; Emerging Technologies; Information Technology; Internet and the Web; Research and Development; Projects; Practice; India
Shih, Willy, Margaret Pierson, Pankaj Agarwal, Diego Medicina, and Juan Prajogo. "Business-driven Research at IBM Research India ." Harvard Business School Case 612-076, June 2012. (Revised July 2012.)
- 29 May 2001
- Research & Ideas
Howard Stevenson on the Lessons of the Internet Era
something," and identify ways to change the business. Also on the technology front, Stevenson urged companies to consider using hosting services and application View Details
Keywords: by Sean Silverthorne
- 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,... View Details
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; Retail 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.)
- February 2017
- Case
Yemeksepeti: Growing and Expanding the Business Model through Data
By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin... View Details
Keywords: Entrepreneurial Management; Entrepreneurial Ventures; Turkey; Big Data; Customer Focused Organization; Service Management; Continuous Improvement; Data Analysis; Internet; Growth Strategy; Technological Change; Information Systems; Entrepreneurship; Corporate Strategy; Analytics and Data Science; Analysis; Customer Focus and Relationships; Emerging Markets; Service Operations; Competitive Advantage; Performance Improvement; Internet and the Web; Growth and Development Strategy; Information Technology; Value Creation; Food and Beverage Industry; Turkey
Kerr, William R., Gamze Yucaoglu, and Eren Kuzucu. "Yemeksepeti: Growing and Expanding the Business Model through Data." Harvard Business School Case 817-095, February 2017.
- March 2000 (Revised May 2000)
- Case
Evolution of eCoverage in the Online Insurance Market, The
David Riker, the founder and chairman of eCoverage, an online insurance company, describes the various phases of company development, such as presenting a business plan, gathering a management team, getting the word out, and running the site. View Details
Keywords: Business or Company Management; Internet and the Web; Business Startups; Insurance Industry
Hansen, Morten T., and Jeffrey Berger. "Evolution of eCoverage in the Online Insurance Market, The." Harvard Business School Case 400-081, March 2000. (Revised May 2000.)
- 01 Jun 2000
- News
HBS Business Plan Contestants Pin Their Hopes on the Internet
on hand at this year's event to offer some words of wisdom to those following in their footsteps. Jon Burgstone and Asif Satchu (both MBA '99) have raised $48 million in venture capital to fund their online... View Details
- March 2010
- Article
I'll Have the Ice Cream Soon and the Vegetables Later: A Study of Online Grocery Purchases and Order Lead Time
By: Katherine L. Milkman, Todd Rogers and Max Bazerman
How do decisions made for tomorrow or two days in the future differ from decisions made for several days in the future? We use data from an online grocer to address this question. In general, we find that as the delay between order completion and delivery increases,... View Details
Keywords: Time Management; Service Delivery; Internet and the Web; Decisions; Customers; Retail Industry
Milkman, Katherine L., Todd Rogers, and Max Bazerman. "I'll Have the Ice Cream Soon and the Vegetables Later: A Study of Online Grocery Purchases and Order Lead Time." Marketing Letters 21, no. 1 (March 2010): 17–35.