Publications

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October 1994 (Revised November 1994)
Case

British Airways: Using Information Systems to Better Serve the Customer

By: W. Earl Sasser and Norman Klein

Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details

Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry

Educators

Clubs

Midwest Student Association

Research Summary

Customer-Centric Marketing Strategy

By: Rohit Deshpande

Rohit Deshpandé's research program focuses on Customer-Centricity. A stream of projects examines the interaction between corporate and national culture as they influence the development and implementation of global marketing strategies in high performance firms. This... View Details

September 2014
Article

Structural Models of Complementary Choices

By: Steven T. Berry, Ahmed Khwaja, Vineet Kumar, Andres Musalem, Kenneth C. Wilbur, Greg Allenby, Bharat Anand, Pradeep K. Chintagunta, W. Michael Hanemann, Przemyslaw Jeziorski and Angelo Mele

Complementary choices are important and pervasive yet occasionally elusive. Single consumers make complementary choices in purchase decisions (e.g., chips and salsa), product inter-operabilities (smartphones and networks), and dynamic decisions (current exercise and... View Details

Keywords: Decision Choices and Conditions; Consumer Behavior

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March 2007
Case

Ascent Media Group (A)

Ascent Media races to adapt to the changes resulting from increasing digitalization of its business, from creative post-production services to warehousing and repurposing of old media content. Raises issues of how technology interacts with creative processes and... View Details

Keywords: Organizational Change and Adaptation; Technology; Management; Creativity

November 2021
Article

Making Industrial Policy Work for Decarbonization

By: Jonas Meckling

Industrial policy has begun to move into the center of debates on climate policy. This represents a shift away from climate policy as we know it—as classic environmental policy. Industrial policy and environmental policy differ in their policy goals, policy... View Details

Keywords: Environmental Regulation; Policy; Government and Politics; Climate Change

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2017
Working Paper

Platforms, Open/User Innovation, and Ecosystems: A Strategic Leadership Perspective

By: Elizabeth J. Altman and Michael L. Tushman

Platform, open/user innovation, and ecosystem strategies embrace and enable interactions with external entities. Firms pursuing these approaches conduct business and interact with environments differently than those pursuing traditional closed strategies. This paper... View Details

Keywords: Platforms; Open/user Innovation; Ecosystems; Crowdsourcing; Institutional Logics; Strategic Leadership; Top Management Teams; CEO Role; Organizational Change and Adaptation; Digital Platforms; Innovation and Invention; Organizational Design; Strategy; Managerial Roles

SSRN

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11 AM – 12:30 PM EDT, 12 Mar 2025
Virtual Programming

Getting Hands-on with Generative AI

Leaders everywhere are being asked to make decisions about how AI should and shouldnt be used inside their organizations. First, they must know how it could and couldnt. Storrowed is a Generative AI session created and led by HBS professor Mitchell Weiss for building... View Details

May 2005 (Revised April 2010)
Case

GlaxoSmithKline: Reorganizing Drug Discovery (A)

By: Robert S. Huckman and Eli Strick

Describes the reorganization of drug discovery at GlaxoSmithKline (GSK) following the formation of GSK from the merger of Glaxo Wellcome and SmithKline Beecham. This reorganization placed nearly 2,000 research scientists into six centers of excellence in drug discovery... View Details

Keywords: Mergers and Acquisitions; Decision Choices and Conditions; Operations; Organizational Structure; Performance Improvement; Research and Development; Pharmaceutical Industry

Educators

2022
Book

A Political Economy of Justice

By: Danielle Allen, Yochai Benkler, Leah Downey, Rebecca Henderson and Joshua Simons

Defining a just economy in a tenuous social-political time.
If we can agree that our current social-political moment is tenuous and unsustainable—and indeed, that may be the only thing we can agree on right now—then how do markets, governments, and people... View Details

Keywords: Political Economy; Social Justice; Capitalism; Business And Society; Economy; Society; Fairness; Economic Systems; Corporate Social Responsibility and Impact; United States

10 Jul 2012
Working Paper Summaries

Communicating Frames in Negotiations

Keywords: by Kathleen L. McGinn & Markus Nöth

2007
Chapter

Creativity in Product Development

Managing new product development is a key area of management, straddling strategy, innovation and entrepreneurship and macro-organizational behaviour. All of the contributors in the Handbook of New Product Developmet Management are well-known and leading exponents to... View Details

Keywords: Management Practices and Processes; Product Development; Problems and Challenges; Research; Creativity

November 2006 (Revised July 2007)
Case

CNN and the Cable News Wars

By: Bharat N. Anand, Rafael M. Di Tella and Dennis A. Yao

Set in 1996, when ABC, NBC and Microsoft, and Fox all announced that they will challenge Cable News Network's near monopoly position in the 24-hour cable news channel market. The focus is on the interaction of the strategies likely to be adopted by each player given... View Details

Keywords: Leadership; Resource Allocation; Monopoly; Rank and Position; Reputation; Adoption; Competition

Educators

Research Summary

Intangible Resources

Getting Known by the Company you Keep: Publicizing the Qualifications and Associations of Skilled Employees to Indicate Producer Quality (with Peter Roberts) Under second review at Industrial and Corporate Change.

In a second paper with Peter Roberts (Emory... View Details

2014
Chapter

Too Big To Trust? Managing Stakeholder Trust in Business in the Post-Bail-Out Economy

By: Deepak Malhotra

This chapter considers the aftermath of the financial crisis of 2008, and specifically the subsequent “bail-out” of the large financial institutions by the American government, from the perspective of trust in the post-bail-out economy. The author considers the impacts... View Details

Keywords: Trust; Business and Stakeholder Relations; Government and Politics; Financial Crisis