Publications

February 2014 (Revised January 2024)
Case

Go Mobile: Aligning District Managers and Store Teams

By: Tatiana Sandino

Indian cell phone retailer Go Mobile had implemented high-powered incentives to motivate its store employees to behave as owners and provide exceptional service. As the company scaled up, it faced multiple challenges in building a layer of district managers that were... View Details

Keywords: Employee Relationship Management; Mobile and Wireless Technology; Growth Management; Organizational Design; Salesforce Management; Motivation and Incentives; Management Practices and Processes; Telecommunications Industry; India

August 2001 (Revised May 2002)
Case

Worldzap

By: Rohit Deshpande, Carin-Isabel Knoop, Suma Raju and David Kiron

In February 2001, the CEO of a new technology start-up had to decide how to present his firm's value proposition to future clients, customers, and business partners. The technology allowed distribution of full-motion video clips of sports highlights to "third... View Details

Keywords: Business Startups; Information Technology; Marketing Strategy; Distribution; Technology Adoption; Forecasting and Prediction; Value Creation; Information Technology Industry; Sports Industry; Europe

April 2021
Case

Transforming BlackBerry: From Smartphones to Software

By: Ranjay Gulati and Nicole Tempest Keller

On the verge of failure, BlackBerry brought in John Chen as CEO in 2013 to orchestrate a bold turnaround of the company. Once an iconic leader in the smartphone market, BlackBerry was best known for its tactile QWERTY keyboard, strong security, and a focus on business... View Details

Keywords: Pivot; Managing Change; Turnaround; Smartphone; Change Management; Leading Change; Transformation; Organizational Change and Adaptation; Digital Platforms; Change; Information Infrastructure; Applications and Software; Competitive Strategy; Cybersecurity; Technology Industry; Transportation Industry; Canada

February 1997 (Revised April 1998)
Case

first direct (A)

By: Jeffrey F. Rayport

Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly 700,000 customers throughout... View Details

Keywords: Service Delivery; Customer Satisfaction; Banks and Banking; Innovation and Invention; Banking Industry; United Kingdom

17 Oct 2006
First Look

First Look: October 17, 2006

Course. Purchase this note: http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=307011 iPod vs. Cell Phone: A Mobile Music Revolution? Harvard Business School Case 707-419 In 2006, a nascent market for music-enabled mobile View Details

Keywords: Sean Silverthorne

March 2003 (Revised August 2005)
Case

Making SMaL Big: SMaL Camera Technologies

By: Clayton M. Christensen and Scott Duncan Anthony

SMaL Camera Technologies CEO Maurizio Arienzo was trying to decide what market opportunities SMaL should target. The company had developed a revolutionary imaging technology that powered small digital still and video cameras. Its first-generation product--a kit to... View Details

Keywords: Product Development; Decision Making; Disruptive Innovation; Market Entry and Exit; Electronics Industry; Computer Industry; Massachusetts

10 Jul 2007
Working Paper Summaries

Platform Envelopment

Keywords: by Thomas Eisenmann, Geoffrey Parker & Marshall Van Alstyne; Technology

February 2010
Case

Go Mobile: The Phirbol Franchise

By: Rajiv Lal and Natalie Kindred

To grow Phirbol, a telecom retail franchise chain in Delhi, India's underdeveloped markets, its founders were exploring ways to offer more value to the franchisees. In mid-2009, the Phirbol franchise was comprised of some 150 franchisees that had converted their small... View Details

Keywords: Business Model; Business Startups; Innovation and Management; Brands and Branding; Service Operations; Franchise Ownership; Value Creation; Telecommunications Industry; Delhi

29 Apr 2008
First Look

First Look: April 29, 2008

business in China, Sealed Air was now betting on the country to help propel its growth as a global company. The company identified China as one of the initial investments in the company's Global Manufacturing Strategy that aimed to create efficiencies in its View Details

Keywords: Martha Lagace

June 2017 (Revised May 2019)
Supplement

Kjell and Company: Motivating Salespeople with Incentive Compensation (B)

By: Doug J. Chung

Kjell & Company was a Swedish retail electronics chain founded in 1988 by brothers Marcus, Mikael and Fredrik Dahnelius. The company operated 84 stores, all company-owned, located mainly in the metropolitan areas of Sweden’s most popular cities: Stockholm, Gothemburg... View Details

Keywords: Salesforce Management; Compensation and Benefits; Motivation and Incentives; Change Management; Behavior; Electronics Industry; Sweden

12 Mar 2013
First Look

First Look: March 12

sellers face a fundamental strategy decision: Should they be resellers (like supermarkets), acquiring and then reselling products or services? Should they operate as multisided platforms (like eBay), connecting buyers and sellers without... View Details

Keywords: Sean Silverthorne

24 Jun 2013
Research & Ideas

Is Your iPhone Turning You Into a Wimp?

Looming over his colleagues at six feet, seven inches tall, Bos must contract his body more than most of us when operating a laptop, tablet, or smartphone. But many of us constrict our neck and hunch our shoulders when we use our phones.... View Details

Keywords: by Carmen Nobel; Technology; Consumer Products

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

March 2010 (Revised April 2014)
Case

American Well: The Doctor Will E-See You Now

By: Elie Ofek and Ron Laufer

What is next for healthcare IT provider American Well, whose innovative Online Care technology allows physicians to deliver care to patients online in real time? Using American Well's platform, patients with non-emergency health concerns can communicate with physicians... View Details

Keywords: Entrepreneurship; Health Care and Treatment; Technological Innovation; Growth and Development Strategy; Market Entry and Exit; Service Delivery; Online Technology; Health Industry

05 Jun 2007
First Look

First Look: June 5, 2007

supplement: http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=807158 Westin Hotels and Resorts: Operations of a Lifestyle Experience Harvard Business School Case 607-129 Westin Hotels and Resorts adopted a new... View Details

Keywords: Martha Lagace

September 1987
Background Note

What Do Venture Capitalists Do?

By: William A. Sahlman

Presents the results derived from 49 responses to a questionnaire mailed to 100 venture capitalists in late 1984. The purpose of the survey was to shed light on the relationship between venture capitalists and their portfolio companies. The survey revealed that the... View Details

Keywords: Borrowing and Debt; Venture Capital; Investment Portfolio; Recruitment; Surveys; Managerial Roles; Service Operations; Relationships; Service Industry

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September 2, 2021
Article

The Digital Economy Runs on Open Source. Here's How to Protect It.

By: Hila Lifshitz-Assaf and Frank Nagle

Free and open source software (FOSS) is essential to much of the tech we use every day—from cars to phones to planes to the cloud. While traditionally, it was developed by an army of volunteer developers and given away for free, companies are increasingly taking a more... View Details

Keywords: Free And Open-source Software; FOSS; Open Source Distribution; Applications and Software; Collaborative Innovation and Invention; Organizations; Policy; Cybersecurity

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August 2006 (Revised March 2008)
Case

iPod vs. Cell Phone: A Mobile Music Revolution?

By: David B. Yoffie, Travis D. Merrill and Michael Slind

In 2006, a nascent market for music-enabled mobile phones was emerging to challenge Apple Computer's dominant position in the digital music industry. Through its iPod line of portable digital music devices and its iTunes Music Store, Apple controlled more than half of... View Details

Keywords: Music Entertainment; Emerging Markets; Brands and Branding; Sales; Opportunities; Price; Business Model; Mobile and Wireless Technology; Digital Platforms; Service Delivery; Communications Industry; Music Industry

2015
Working Paper

Client Service, Compensation, and the Sell-Side Analyst Objective Function: An Empirical Analysis of Relational Incentives in the Investment-Research Industry

By: David A. Maber, Boris Groysberg and Paul M. Healy

This paper investigates how sell-side analysts build and sustain their client networks; the economic gains to successfully managing this challenge; and the metrics through which these incentives are delivered. In a typical semiannual period, the average analyst... View Details

Keywords: Networks; Measurement and Metrics; Operations; Customer Focus and Relationships; Jobs and Positions