Publications

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10 Oct 2012
Research & Ideas

Taking Advantage of Life’s (Few and Far Between) Inflection Points

grasp those few "inflection points" that present themselves to change our lives—if we recognize the opportunity. Howard Stevenson is the Sarofim-Rock Professor of Business Administration. Slingshot Round the View Details

Keywords: Re: Howard H. Stevenson

02 Mar 2009
Research & Ideas

When Goal Setting Goes Bad

Business School. We asked Professor Bazerman to explore in more depth some of the paper's findings. Sean Silverthorne: So, are you against incentives and goals? Max Bazerman: No, my coauthors and I are not against incentives. We believe... View Details

Keywords: by Sean Silverthorne

13 Feb 2006
Research & Ideas

Turning High Potential into Real Reward

Professor Joseph B. Lassiter III's research explores entrepreneurial marketing in high-potential ventures. He describes entrepreneurial marketing as a mindset and a process, one that involves gathering specific evidence that convinces a... View Details

Keywords: Re: Joseph B. Lassiter; Consumer Products

November 2015 (Revised January 2017)
Case

Uber: Changing the Way the World Moves

By: Youngme Moon

In 2015, Uber is building what may be the largest point-to-point transportation network of its kind; it is literally changing the way the world moves. But unlike traditional transportation logistics companies like FedEx, Uber has an incredibly lightweight... View Details

Keywords: Service; Innovation; Pricing; Customer Loyalty; Uber; Taxi; Sharing Economy; On-demand Economy; Marketing; Operations; Strategy; Disruption; Customer Satisfaction; Transportation; Consumer Behavior

July 2003 (Revised October 2018)
Case

Starbucks: Delivering Customer Service

By: Youngme Moon and John Quelch

Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry

10 Nov 2014
HBS Case

How Restaurants in Lima and Copenhagen Became Best in the World

their businesses while staying true to their cultural roots. We sat down with Associate Professor Mukti Khaire, lead author of Noma: A Lot on the Plate; and Associate Professor Anat Keinan and View Details

Keywords: by Michael Blanding; Food & Beverage

January 2002 (Revised September 2022)
Case

Aqualisa Quartz: Simply a Better Shower

By: Youngme E. Moon and Kerry Herman

Harry Rawlinson is managing director of Aqualisa, a major U.K. manufacturer of showers. He has just launched the most significant shower innovation in recent history: the Quartz shower. The shower provides significant improvements in terms of quality, cost, and ease of... View Details

Keywords: Problems and Challenges; Product Launch; Consumer Behavior; Product Positioning; Technological Innovation; Decision Choices and Conditions; Sales; Strategy; Manufacturing Industry; Consumer Products Industry; United Kingdom

April 2004 (Revised September 2004)
Case

IKEA Invades America

By: Youngme E. Moon

In 2002, the IKEA Group is the world's top furniture retailer, with 154 stores worldwide. In the United States, IKEA operates 14 stores, all of which have been enormously popular despite their self-service requirements. The company's goal is to have 50 stores in... View Details

Keywords: Growth and Development Strategy; Brands and Branding; Product Positioning; Goals and Objectives; Competitive Advantage; Globalized Firms and Management; Retail Industry; United States

July 2022 (Revised February 2023)
Case

Duolingo: Teaching Languages to the Masses

By: Youngme Moon

In early 2022, the CEO of Duolingo—the world's most popular language learning app—is faced with a number of questions involving the company's monetization and growth strategy. View Details

Keywords: Monetization Strategy; Growth and Development Strategy

November 2023
Case

Team Liquid: Fueling the Business of Fandom

By: Youngme Moon and Kerry Herman

In 2023, the co-CEOs of Team Liquid, one of the world's most prominent Esports organizations, are deciding whether and how to evolve their business model to include (1) a greater focus on enterprise revenue; and (2) more direct-to-consumer activity. Team Liquid has one... View Details

Keywords: Business Model; Customer Focus and Relationships; Games, Gaming, and Gambling; Revenue; Organizational Culture; Business and Community Relations; Video Game Industry