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  • All HBS Web  (4,516)
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  • All HBS Web  (4,516)
    • People  (9)
    • News  (2,060)
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  • March 1996 (Revised January 1997)
  • Case

America Online: Using Information Technology to Better Serve the Customer

By: James I. Cash Jr. and Judy E. Stahl
Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need to be done to support growth and counter competition from Prodigy, Compuserv, and Internet-related services? View Details
Keywords: Customer Focus and Relationships; Management Analysis, Tools, and Techniques; Service Operations; Problems and Challenges; Competitive Strategy; Information Technology; Technology Industry
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Cash, James I., Jr., and Judy E. Stahl. "America Online: Using Information Technology to Better Serve the Customer." Harvard Business School Case 396-290, March 1996. (Revised January 1997.)
  • 29 Aug 2011
  • Research & Ideas

Decoding Insider Information and Other Secrets of Old School Chums

together. What's more, knowing whether two congressional members went to the same college can help predict the outcome of pending legislation on the Senate floor. “And so we got to thinking, if a school connection makes information flow... View Details
Keywords: by Carmen Nobel; Financial Services
  • Web

Fraudulent Mobile Payment Alerts on the Rise | Information Technology

Fraudulent Mobile Payment Alerts on the Rise Mobile payment solutions like Zelle and Venmo have become popular and convenient ways to send money to one another. Like most financial institutions, these services alert users of possible... View Details
  • February 2016
  • Case

Health Catalyst

By: Kevin Schulman and Suresh Balu
Dan Burton, Health Catalyst CEO (HBS Baker Scholar), and Tom Burton, Health Catalyst Senior Vice President of Product Development and cofounder, closed on a $41 million investment round. Their firm was one of the hottest companies in the health information technology... View Details
Keywords: Service Management; Strategy; Operations Management; Information Technology; Information Management; Entrepreneurship; Service Delivery; Competitive Strategy; Performance; Information Technology Industry; Information Technology Industry
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Schulman, Kevin, and Suresh Balu. "Health Catalyst." Harvard Business School Case 316-098, February 2016.
  • September 2021 (Revised December 2021)
  • Case

Telepass: From Tolling to Mobility Platform (Abridged)

By: Chiara Farronato, Stefano Denicolai and Sarah Mehta
Telepass, until very recently the sole processor of electronic toll payments on Italy’s highways, has ambitions beyond tolling. Since the mid-2010s, the company has been expanding into adjacent services. In 2017, Telepass launched TelepassPay—a mobile payment... View Details
Keywords: Mobile Payment; App; Mobility Services; Analysis; Change; Change Management; Transformation; Transition; Innovation and Invention; Strategy; Information Technology; Mobile and Wireless Technology; Transportation; Transportation Networks; Value; Value Creation; Technology Industry; Transportation Industry; Insurance Industry; Europe; Italy; Milan
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Farronato, Chiara, Stefano Denicolai, and Sarah Mehta. "Telepass: From Tolling to Mobility Platform (Abridged)." Harvard Business School Case 622-050, September 2021. (Revised December 2021.)
  • September 2021 (Revised December 2021)
  • Case

Telepass: From Tolling to Mobility Platform

By: Chiara Farronato, Stefano Denicolai and Sarah Mehta
Telepass, until very recently the sole processor of electronic toll payments on Italy’s highways, has ambitions beyond tolling. Since the mid-2010s, the company has been expanding into adjacent services. In 2017, Telepass launched TelepassPay—a mobile payment... View Details
Keywords: Mobile Payment; App; Mobility Services; Analysis; Change; Change Management; Transformation; Transition; Innovation and Invention; Strategy; Information Technology; Mobile and Wireless Technology; Transportation; Transportation Networks; Value; Value Creation; Consumer Behavior; Technology Industry; Transportation Industry; Insurance Industry; Europe; Italy; Milan
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Farronato, Chiara, Stefano Denicolai, and Sarah Mehta. "Telepass: From Tolling to Mobility Platform." Harvard Business School Case 622-011, September 2021. (Revised December 2021.)
  • 2017
  • Working Paper

Digital Agility: The Impact of Software Portfolio Architecture on IT System Evolution

By: Alan MacCormack, Robert Lagerström, Martin Mocker and Carliss Y. Baldwin
The modern industrial firm increasingly relies on software to support its competitive position. However, the uncertain and dynamic nature of today’s global marketplace dictates that this software be continually evolved and adapted to meet new business challenges. This... View Details
Keywords: Information Systems; Software; Architecture; Modularity; Agility; Coupling; Applications and Software; Design; Decisions; Performance
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MacCormack, Alan, Robert Lagerström, Martin Mocker, and Carliss Y. Baldwin. "Digital Agility: The Impact of Software Portfolio Architecture on IT System Evolution." Harvard Business School Working Paper, No. 17-105, May 2017. (Revised October 2017.)
  • April 2012
  • Case

Pret A Manger

By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details
Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London
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Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
  • 30 Jun 2016
  • Working Paper Summaries

The Dyadic Ties of Managers and Financial Analysts and Their Externality on a Firm's Information Environment

Keywords: by Zengquan Li, T.J. Wong, and Gwen Yu; Financial Services
  • November 2004
  • Article

The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm

By: Dennis Campbell and Frances X. Frei
Keywords: Customers; Markets; Information; Finance; Business Ventures; Profit; Financial Services Industry
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Campbell, Dennis, and Frances X. Frei. "The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm." Journal of Service Research 7, no. 2 (November 2004).
  • 08 Dec 2011
  • Working Paper Summaries

Are There Too Many Safe Securities? Securitization and the Incentives for Information Production

Keywords: by Samuel G. Hanson & Adi Sunderam; Financial Services
  • April 2015 (Revised June 2016)
  • Case

The Transformation of NCR

By: David Collis, Raffaella Sadun and Matthew Shaffer
During his tenure as CEO since 2005, Bill Nuti had moved NCR Corporation (originally National Cash Register) from its historical competence in hardware to become a provider of hardware and software for managing transactions across a range of industries and payments... View Details
Keywords: NCR; Hardware; Software; Acquisitions; Financial Services; Organizational Change and Adaptation; Expansion; Information Infrastructure; Applications and Software; Transformation; Acquisition; Financial Services Industry; Financial Services Industry
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Collis, David, Raffaella Sadun, and Matthew Shaffer. "The Transformation of NCR." Harvard Business School Case 715-438, April 2015. (Revised June 2016.)
  • Research Summary

Overview

When information is digitized, it can be aggregated and shared nearly instantly. I am interested in how this acceleration in the aggregation and availability of information, via digitization, affects firms and firm strategy. Platforms have emerged as marketplaces for... View Details
Keywords: Market Platforms; Social Media; Information Disclosure; Platform Strategy; Innovation Strategy; Collaborative Innovation and Invention; Technological Innovation; Intellectual Property; Information; Technology Platform; Information Industry; Information Industry; Information Industry; Information Industry
  • Article

Modes of Technology Transfer as a Function of Position in the Research-Development-Technical Service Spectrum

By: Michael Tushman and T. J. Allen
Keywords: Information Technology; Communication; Research and Development
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Tushman, Michael, and T. J. Allen. "Modes of Technology Transfer as a Function of Position in the Research-Development-Technical Service Spectrum." Academy of Management Journal 22, no. 4 (December 1979): 694–708.
  • Web

IT Strategy: IT Modernization Drives Academic Library Innovation | Information Technology

the vanguard of academic library innovation, linked data experimentation, semantic data modeling, and digital product development through new, cutting-edge technology and processes. The current architecture needs to be redesigned to create a better View Details
  • 2001
  • Book

Cases in e-Commerce

By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
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Rayport, Jeffrey F., and Bernard J. Jaworski. Cases in e-Commerce. Boston, MA: McGraw-Hill/Irwin marketspaceU, 2001.
  • 28 Sep 2023
  • News

Meet the New HBS Team Helping Alumni Clubs and Associations to Thrive

Stockwell joins HBS from Tufts University, where she worked in Career Services and External Relations. Prior to that, she worked at Forrester Research as a senior consultant in learning and growth and human resources. Having lived and... View Details
Keywords: Margie Kelley; community service
  • Article

Moving from Engagement to a Real Marriage of Brand and Customer

By: Jeffrey F. Rayport
Keywords: Technology; Digital Services; Strategy; Internet and the Web; Marketing
Citation
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Rayport, Jeffrey F. "Moving from Engagement to a Real Marriage of Brand and Customer." True (FleishmanHillard) (June 15, 2014).
  • Article

Why the Wall Street Journal Online Will (Eventually) Go Free

By: Jeffrey F. Rayport
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Marketing
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Rayport, Jeffrey F. "Why the Wall Street Journal Online Will (Eventually) Go Free." Harvard Business Review Blogs (February 11, 2008).
  • Article

Cloud Computing is No Pipe Dream

By: Jeffrey F. Rayport
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Marketing
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Rayport, Jeffrey F. "Cloud Computing is No Pipe Dream." Bloomberg Businessweek Online (December 9, 2008).
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