Publications

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

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

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

SSRN

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September–October 2015
Article

Facts and Figuring: An Experimental Investigation of Network Structure and Performance in Information and Solution Spaces

By: Jesse Shore, Ethan Bernstein and David Lazer

Using data from a novel laboratory experiment on complex problem solving in which we varied the structure of 16-person networks, we investigate how an organization's network structure shapes performance of problem-solving tasks. Problem solving, we argue, involves both... View Details

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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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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

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

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

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

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

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

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

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

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

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

2004
Book

Introduction to e-Commerce

By: Jeffrey F. Rayport and Bernard J. Jaworski

Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing

Web

IT Strategy: The Future of the Web at HBS | Information Technology

using an outdated, highly customized platform. Web publishing often requires coding skills, and as a result, many web content update requests go through IT Web Services for execution, creating a bottleneck. There can be gaps between... View Details

Web

IT Strategy: Strengthening Collaboration Between HBS IT and Faculty | Information Technology

across the School, HBS IT is building on opportunities to address technology needs and improve faculty satisfaction, strengthening trust and partnership between the two groups. Regular faculty consultations ensure that IT stays informed... View Details

May 2022 (Revised June 2022)
Case

Proposing to Redesign a Global Investment Bank

By: David G. Fubini

A major, NYC-based, global investment bank is looking to rethink its Systems strategy amid a rapidly evolving digital landscape. Your firm has served the client across most of its major geographies on a range of substantial Systems and IT efforts, but is facing... View Details

Keywords: Consulting; Professional Services; Business and Stakeholder Relations; Digital Strategy; Presentations; Competitive Strategy; Consulting Industry; New York (city, NY)