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Article

The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

By: Dennis Campbell and Frances X. Frei

This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details

Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Retail Industry; United States

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February 2000 (Revised May 2001)
Case

eBricks.com

By: Thomas R. Eisenmann

eBricks.com is developing an online marketplace for construction materials. The start-up company faces two decisions: 1) whether to merge with BluelineOnline.com, a firm providing project management solutions for the construction industry; and 2) whether to develop an... View Details

Keywords: Strategic Planning; Digital Platforms; Internet and the Web; Marketplace Matching; Decision Choices and Conditions; Business Startups; Construction Industry

06 Jul 2020
Blog Post

A Letter from the Women in Investing Club

and make a difference, we felt compelled to directly comment on what is happening in the world today. We completed our studies this past May via Zoom, and while we weren't able to commence in a traditional way, we are thankful that View Details

11 Dec 2014
News

Fashion's Retail Revolution

Mukti Khaire. The fashion retail industry didn’t always understand what a business school grad could bring to a creative business, and MBAs, without a strong network in the sector, didn’t see great opportunities in the industry. One... View Details

Keywords: April White; fashion; Leather and Allied Product Manufacturing; Manufacturing; Finance

23 May 2017
First Look

First Look at New Ideas and Research: May 23, 2017

technology firms, we show that founders who received advice from other founders with more “hands-on” management styles were more likely to reorient their own management activity and, subsequently, experience lower employee attrition and... View Details

Keywords: Carmen Nobel

Web

Year in Review | Annual Report 2024

strengthen alignment and accountability. Baker Library Reimagined The Baker Library team completed a strategic plan to guide key investments in collections, research, and emerging technology for the coming three years. Leveraging Baker's... View Details

03 Sep 2013
First Look

First Look: September 3

players. How can he best convince leaders in this mature industry to adopt a new technology and improve food safety? Additionally, he faces a number of questions related to product development, marketing,... View Details

Keywords: Sean Silverthorne

July 2020 (Revised September 2020)
Case

Property Finder's Strategy for Online Classifieds in the MENA Region

By: Krishna G. Palepu, Gamze Yucaoglu and Fares Khrais

The case opens in 2020 as Michael Lahyani, founder and CEO of Property Finder, Dubai’s leading online real estate classifieds portal, contemplates the company’s five-year growth strategy.
Since its founding in 2005 in the United Arab Emirates (UAE), Property... View Details

Keywords: General Business; Real Estate; Entrepreneurship; Property; Strategy; Emerging Markets; Growth Management; Online Technology; Real Estate Industry; Real Estate Industry; United Arab Emirates; Saudi Arabia; Egypt; Turkey

January 2018
Case

Pravost Consulting Services

By: Andrew Wasynczuk and Tiffany Y. Chang

Pravost Consulting Services considers a division manager's response to the stringent demands of his boss who lambasts him for the division's weak performance. Six months earlier Jakub Kowalski, CEO of Pravost, promoted Viktor Novak to head up the faltering Pravost... View Details

Keywords: Consulting; Consulting Services; Employee Retention; Eastern Europe; Performance; Attrition; Culture; Krakow; Retention; Performance Improvement; Organizational Culture; Consulting Industry; Consulting Industry; Poland; Europe

August 2014 (Revised March 2015)
Case

Optimization and Expansion at OpenTable

By: Benjamin Edelman and Karen Webster

OpenTable considers adjustments to increase its benefits to merchants, including a novel payments service that lets customers skip the multi-step process of using a credit card. View Details

Keywords: Payments; Pricing; Mobile; Rollout; Incrementality; Innovation Strategy; Credit Cards; Accommodations Industry; Accommodations Industry; United States

January 2013
Case

Arthur Rock

By: Felda Hardymon, Tom Nicholas and Liz Kind

Arthur Rock was known as one of the country's first venture capitalists and was instrumental in launching major Silicon Valley firms, such as Fairchild Semiconductor, Intel Corporation, Apple Computer, Inc., Scientific Data Systems and Teledyne Incorporated. He was the... View Details

Keywords: Venture Capital; Success; Financial Services Industry; Financial Services Industry; California

2012
Article

Antitrust Scrutiny of Google

By: Benjamin Edelman

I evaluate antitrust claims against Google and propose possible remedies. While Google's specific tactics are often novel, I show connections to practices deemed unlawful over a period of decades, and I identify remedies well grounded in antitrust precedent. View Details

Keywords: Competition; Antitrust; Google; Search; Non-price Terms; Digital Marketing; Lawsuits and Litigation; Advertising Industry; Advertising Industry

July 2008
Teaching Note

The Politics and Economics of Accounting for Goodwill at Cisco Systems (TN) (A) and (B)

By: Karthik Ramanna

Teaching Note for [109002] and [109003]. View Details

Keywords: Manufacturing Industry; Manufacturing Industry; United States

April 2008 (Revised September 2008)
Teaching Note

Apple Inc., 2008 (TN)

By: David B. Yoffie and Michael Slind

Teaching Note for [708480]. View Details

Keywords: Computer Industry; Computer Industry

November 2007 (Revised March 2008)
Teaching Note

Bill Gates and Steve Jobs (TN)

By: Anthony Mayo

Keywords: Computer Industry; Computer Industry

July 2005
Teaching Note

UCB: Managing Information for Globalization and Innovation (A)(TN)

By: F. Warren McFarlan

Teaching Note to (9-303-091). View Details

Keywords: Pharmaceutical Industry; Pharmaceutical Industry; Brussels

April 2003
Supplement

NTT DoCoMo (B)

By: Stephen P. Bradley and Erin Sullivan

Supplements the (A) case. View Details

Keywords: Information Technology Industry; Information Technology Industry; Japan

January 2003 (Revised May 2003)
Case

Yahoo!'s Stock-Based Compensation (C)

By: Paul M. Healy and Jacob Cohen

Supplements the (A) case. View Details

Keywords: Web Services Industry; Web Services Industry

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July 2002 (Revised April 2003)
Case

Computer Associates International, Inc.: Governance and Investor Communication Challenge

By: Paul M. Healy and Krishna G. Palepu

Sanjay Kumar, the CEO of Computer Associates, faces investor communication challenges following the company's implementation of a new business model and the accompanying change method used to recognize revenue. Despite management's confidence that the new business... View Details

Keywords: Business Earnings; Earnings Management; Stock Shares; Problems and Challenges; Communication Strategy; Accrual Accounting; Business Model; Budgets and Budgeting; Corporate Governance; Revenue; Computer Industry; Computer Industry

June 2002
Teaching Note

PSA: The World's Port of Call, TN

By: Lynda M. Applegate and Maddy Kadish

Teaching Note for (9-802-003). View Details

Keywords: Shipping Industry; Shipping Industry

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