Publications

11 Apr 2023
Research & Ideas

Is Amazon a Retailer, a Tech Firm, or a Media Company? How AI Can Help Investors Decide

estate company—they have a lot of buildings,” says MarcAntonio Awada, head of research and data science at the Digital, Data, and Design Institute at Harvard (D^3). For an investor looking for an edge, the distinction could be critical. MarcAntonio Awada Rapid View Details

Keywords: by Danielle Kost; Consumer Products; Real Estate; Financial Services; Retail

21 Apr 2021
Research & Ideas

The Pandemic Conversations That Leaders Need to Have Now

creates a more genuine style of leadership communication. Interactivity turns that communication into a two-way dialogue, allowing management to respond to workers’ needs better, and act on their insights. View Details

Keywords: by Boris Groysberg, Robin Abrahams, and Katherine Connolly Baden

October 2001 (Revised April 2002)
Case

America Online, Inc.: Disclosure Strategy

By: Amy P. Hutton and David Lane

Since going public, AOL had disclosed on a quarterly basis supplemental metrics meant to give analysts and investors a way of tracking growth in its subscriber base and the value created through its marketing efforts. These metrics gave management's conversations with... View Details

Keywords: Business Model; Internet and the Web; Change Management; Internet and the Web; Corporate Disclosure; Media; Digital Marketing; Information Technology Industry; Information Technology Industry

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Forthcoming
Article

Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

By: Shunyuan Zhang and Das Narayandas

We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details

Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency

29 Jul 2008
First Look

First Look: July 29, 2008

patent records to explore these trends with greater detail. The contributions of Chinese and Indian scientists and engineers to U.S. technology formation increase dramatically in the 1990s. At the same time, these ethnic inventors became... View Details

Keywords: Martha Lagace

22 Nov 2010
Research & Ideas

Seven Strategy Questions: A Simple Approach for Better Execution

strategy is, it won't work forever. There will be booms and busts, customer preferences will change, competitors will introduce new products, and disruptive new technologies will emerge in unexpected places. This brings us to the final... View Details

Keywords: by Robert Simons

10 Apr 2007
First Look

First Look: April 10, 2007

integrate their communities in order to mobilize volunteers and avoid the ever-present danger of forking and balkanization. This is enabled by two correlated but distinct social positions: social brokerage and boundary spanning between... View Details

Keywords: Martha Lagace

27 Dec 2010
Research & Ideas

HBS Faculty on 2010’s Biggest Business Developments

Bill George, Professor of Management Practice Social networking is the most significant business development of 2010, topping the resurgence of the U.S. automobile industry. During the year social networking morphed from a personal View Details

Keywords: by Staff

01 Nov 2010
Research & Ideas

How IT Shapes Top-Down and Bottom-Up Decision Making

technology side, they also have to think about the organizational side," she says. "Traditionally, technology is thought of as a tool that enables empowerment, but that's not always the case."... View Details

Keywords: by Carmen Nobel

January 2009 (Revised October 2012)
Case

Semiconductor Manufacturing International Corporation: 'Reverse BOT'

By: Willy Shih

Semiconductor Manufacturing International Corporation (SMIC) is executing a strategy that leverages the desires of municipalities in China to build clusters of high technology companies. By partnering with those cities to build new semiconductor fabs that SMIC would... View Details

Keywords: Growth and Development Strategy; Industry Clusters; Infrastructure; State Ownership; Business and Community Relations; Semiconductor Industry; China

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

Keywords: Customer Relationship Management; Information Infrastructure; Leadership Style; Management Systems; Management Style; Organizational Culture; Practice; Profit; Planning; Technology Industry; Technology Industry

24 Oct 2011
Research & Ideas

The Yelp Factor: Are Consumer Reviews Good for Business?

most small restaurants in smaller communities wouldn't get reviews to begin with if it weren't for the review sites, and for every eatery that suffers under the weight of a bad review there are presumably others boosted by positive... View Details

Keywords: by Michael Blanding; Food & Beverage

10 Nov 2011
HBS Case

HBS Cases: Making Lincoln Center Cool Again

groups of constituents and board members, using technology wisely, and planning for a future in the digital world. It also shows that there are alternative paths for a CEO to take—and that a strong organizational leader can make up for... View Details

Keywords: by Kim Girard; Entertainment & Recreation

04 May 2015
Research & Ideas

Need to Solve a Problem? Take a Break From Collaborating

adopt differently-structured communication networks for each category," the authors write. "In other words, rather than allow the march of technology to dictate organizational performance, it is... View Details

Keywords: by Carmen Nobel; Video Game; Web Services

May 1995 (Revised April 1998)
Case

AT&T Paradyne

By: Robert S. Kaplan

A company making data communication devices has adopted a Total Quality philosophy for working with suppliers, employees, and customers. The finance group finds its existing cost system has become obsolete because of a shift from manual to automatic production... View Details

Keywords: Decisions; Product; Corporate Accountability; Activity Based Costing and Management; System; Performance Efficiency; Financial Reporting; Operations; Technology Industry; Technology Industry

January 2016
Article

Incorporating Longitudinal Pediatric Patient-centered Outcome Measurement into the Clinical Workflow Using a Commercial Electronic Health Record: A Step Toward Increasing Value for the Patient

By: Kathleen Carberry, Zachary Landman, Michelle Xie, Thomas W. Feeley, John Henderson and Charles Fraser Jr.

Patient-centered outcomes measurement provides healthcare organizations with crucial information for increasing value for patients; however, organizations have struggled to obtain outcomes data from electronic health record (EHR) systems. This study describes how Texas... View Details

Keywords: Epic; Electronic Health Records; Outcomes; Value; Patient-Centered Outcomes Measurement; Value Creation; Information Technology; Health Care and Treatment; Customer Focus and Relationships; Health Industry; Texas

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Read Now

2015
Book

MOVE: Putting America's Infrastructure Back in the Lead

By: Rosabeth M. Kanter

Americans are stuck. We live with travel delays on congested roads; shipping delays on clogged railways; and delays on repairs, project approvals, and funding due to gridlocked leadership. These delays affect us all, whether you are a daily commuter, a frequent flyer,... View Details

2018
Working Paper

Executive Development Programs Enter the Digital Matrix: I. Disrupting the Demand Landscape

By: Das Narayandas and Mihnea C. Moldoveanu

Executive development programs have entered a period of disruption catalyzed by the digitalization of content, connectivity, and communication and are driven by renewed demand for high-level executive and managerial skills. Unlike other segments of higher education,... View Details

Keywords: Executive Education; Internet and the Web; Disruption; Management Skills; Leadership Development