Publications
Publications
Show Results For
- All HBS Web
(13,313)
- Faculty Publications (3,461)
- January 1992
- Background Note
Managing Sales Interfaces: An Introduction
Concerns issues involved in coordinating sales efforts with product management and customer service activities. First, discusses environmental factors that increase integration requirements among these groups, and why these factors make the field sales force a crucial... View Details
- November 1991 (Revised December 1996)
- Case
Pressco, Inc.--1985
A capital budgeting problem is viewed from the context of a marketing representative attempting to make a sale of energy saving heavy industrial equipment. Tax law changes promise to have a significant impact on the customer's decision process. Teaching purpose: To... View Details
- October 1991 (Revised August 2000)
- Case
Becton Dickinson & Company: VACUTAINER Systems Division (Condensed)
By: V. Kasturi Rangan and Frank V. Cespedes
Becton Dickinson, a phenomenally successful company with an 80% market share in the blood collection needles and syringes market faces a change in the customer buying environment (cost containment pressures at hospitals). This forces a reevaluation of the company's... View Details
- September 1991 (Revised February 1993)
- Case
Burroughs Wellcome and AZT (A)
Burroughs Wellcome Co., developer of AZT, the first drug approved by the U.S. Food and Drug Administration for the treatment of Acquired Immune Deficiency Syndrome (AIDS), finds itself under siege in September 1989 by AIDS activists and various segments of the U.S.... View Details
- September 1991 (Revised May 1994)
- Background Note
Note on the PC Network Software Industry--1990
By: David B. Yoffie
Examines the economics, technology, customer segments, and competitors of the PC networking software industry. View Details
- August 1991 (Revised September 1994)
- Background Note
What Is Industrial Marketing?
Discusses the key distinguishing aspects of industrial as compared to consumer marketing. These differences are highlighted for organizational as well as marketing mix aspects. View Details
- 1991
- Article
Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details
- July 1991 (Revised September 1995)
- Case
Eastman Kodak Co.: Managing Information Systems Through Strategic Alliances
In January 1988, Colby Chandler, Kodak CEO, created the Corporate Information Systems (CIS) and appointed Katherine Hudson head. She at once became the first head of IT and first woman corporate vice president in the company. Throughout 1989, Hudson inaugurated a... View Details
- July 1991 (Revised June 1993)
- Background Note
Conflicting Responsibilities
Presents a framework for resolving issues in which managers' responsibilities--to shareholders, employees, other stakeholder groups, and to their own values and commitments in life--conflict with each other. The framework analyzes these issues in terms of duties,... View Details
- July 1991 (Revised March 1992)
- Background Note
Integrity and Management
Describes the role that issues of personal integrity play in managers' decisions. Defines personal integrity, the factors that influence it, the situations in which it becomes particularly relevant to company decisions, and ways of overcoming the blind spots that can... View Details
- July 1991 (Revised August 2000)
- Case
California PERS (A)
By: Jay O. Light, Jay W. Lorsch and James O. Sailer
Examines California Public Employees Retirement System (CalPERS), the world's fourth largest pension fund. Dale Hanson, CEO of CalPERS, has a problem; how does he use CalPERS' influence as the holder of a small percentage of 1,300 American companies to put pressure on... View Details
- 01 Jul 1991
- Conference Presentation
Career Paths of Entrepreneurs with MBAs: A Comparative Study of Alumni from Three Graduate Programs
By: Daniel F. Muzyka, H. H. Stevenson and A. Larson
- summer 1991
- Article
Estimating Heterogeneity in Consumers' Purchase Rates
By: Sunil Gupta and Donald G. Morrison
- spring 1991
- Article
Breaking the Cycle of Failure in Services
By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details
- March 1991 (Revised July 1993)
- Case
Kyocera Corp.
By: John P. Kotter
Examines the three factors critical to this company's remarkable success in the high tech field. The first factor is the founder, Dr. Inamori's powerful leadership. The second is the strong corporate culture or philosophy of the firm. The third element in Kyocera's... View Details
- March 1991 (Revised October 2022)
- Background Note
Beyond the Myth of the Perfect Mentor: Take Charge and Build Your Personal Board of Directors
By: Linda A. Hill, Nancy A Kamprath and Leticia Garcia
Instead of embarking on an odyssey for the perfect mentor, individuals should pursue a strategy of building a network of developmental relationships. In this note, we explore the process by which such a network can be established and cultivated: 1) What functions can... View Details
- March 1991 (Revised October 1991)
- Background Note
Manage Orders, Satisfy Customers, Make Money
By: Benson P. Shapiro and John J. Sviokla
- February 1991 (Revised April 1991)
- Case
Zenith and High-Definition Television--1990
By: Benjamin Gomes-Casseres, David B. Yoffie and Heather A. Hazard
Describes Zenith's strategy in HDTV and high resolution monitors. Includes overview of HDTV industry with profiles of major competitors worldwide and policies of U.S., Japanese, and European governments. Focuses on competition over standards setting, industrial policy,... View Details
- February 1991
- Case
Burlington Northern: The ARES Decision (A)
By: Julie H. Hertenstein and Robert S. Kaplan
Burlington Northern's decision whether to invest in ARES, an automated train control system, is a ($350 million) strategic investment in information technology. Although set in a service industry (railroad) the issues around this decision arise in many organizations... View Details