Publications

Teaching Note to (9-504-048). View Details

Keywords: Apparel and Accessories Industry

June 2004 (Revised November 2004)
Case

In 1993, the Swatch is the best-selling watch in history. Traces the history of the watch industry up to the early 1980s, when the Swatch was introduced. Describes the various elements that made the Swatch different from any watch the industry had ever seen. Also... View Details

Keywords: History; Management; Product Positioning; Marketing Strategy; Business Startups; Brands and Branding; Manufacturing Industry

April 2004 (Revised November 2005)
Teaching Note

Microsoft: Positioning the Tablet PC (TN)

Teaching Note to (9-502-051). View Details

Keywords: Product Positioning; Computer Industry

April 2003 (Revised November 2005)
Teaching Note

Sony AIBO: The World's First Entertainment Robot (TN)

Teaching Note for (9-502-010). View Details

Keywords: Technology Industry; Japan; United States

February 2001
Teaching Note

BizRate.com

Teaching Note for (9-501-024). View Details

Keywords: Retail Industry

October 1999 (Revised October 2005)
Case

Autobytel.com

Autobytel enjoys first-mover advantage in the Internet new car buying space. According to a number of metrics, it is the online leader in this category. However, a number of competitors have sprung up, raising questions about the long-term viability of Autobytel's... View Details

Keywords: Growth and Development Strategy; Internet and the Web; Marketing Channels; Strategy; Internet and the Web; Competition; Business Model; Service Operations; Budgets and Budgeting; Growth and Development; Auto Industry

April 2004 (Revised June 2004)
Teaching Note

Starbucks: Delivering Customer Service (TN)

By: Youngme E. Moon and John A. Quelch

Teaching Note to (9-504-016). View Details

Keywords: Customer Relationship Management; Food and Beverage Industry

1998
Working Paper

Are People Polite to Computers? Responses to Computer-Based Interviewing Systems

By: Clifford Nass, Youngme Moon and Paul Carney

February 2022
Case

Paul Polman

By: Elizabeth A. Keenan, Youngme Moon and Susie Ma

Over his 40-year career, Paul Polman had led some of the world’s largest consumer goods companies, making his biggest mark as CEO of Unilever—a multi-national corporation that produced everything from soap to soup. Polman was also well-regarded as a leader in corporate... View Details

Keywords: Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Leadership; Corporate Accountability; Personal Development and Career; Corporate Social Responsibility and Impact; Ethics; Values and Beliefs; Social Issues; Philanthropy and Charitable Giving

1998
Working Paper

The Effects of Physical Distance and Response Latency on Persuasion in Computer-Mediated Communication and Human-Computer Communication

Research Summary

This information is currently being updated. Please check back at a later date for more information. View Details

January 2023
Teaching Note

Duolingo: Teaching Languages to the Masses

Teaching Note for HBS Case 323-016. At the time the case is written, Duolingo is the most popular language learning service in the world. The company has more than 40 million monthly active users, and the company’s total annual revenue has reached $250 million a year.... View Details

Keywords: Marketing; Marketing Strategy; Customer Relationship Management; Acquisition; Retention; Innovation and Invention

May 2017 (Revised October 2017)
Supplement

Uber: Changing the Way the World Moves (B)

This (B) case was written as a follow-up to the original case, “Uber: Changing the Way the World Moves” (HBS No. 316-101). It describes a slew of controversial incidents besetting the company in early 2017. View Details

Keywords: Marketing; Business Startups; Entrepreneurship; Competitive Strategy; Transportation; Problems and Challenges; United States

December 2015 (Revised June 2016)
Teaching Note

Uber: Changing the Way the World Moves

1998
Working Paper

The Effects of "Canned" Personalization on Outcomes in an Interactive Marketing Situation

2002
Article

Personalization and Personality: Some Effects of Customizing Message Style Based on Consumer Personality

Keywords: Identity; Customers; Customer Focus and Relationships

Find at Harvard

July 2000 (Revised May 2002)
Case

Gateway: Moving Beyond the Box

By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar

Gateway has opened retail stores to differentiate itself from its competitors (e.g., Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result. View Details

Keywords: Transition; Change Management; Valuation; Service Operations; Service Delivery; Distribution Channels; Computer Industry; Electronics Industry; United States