Technology And Innovation Management - Publications - Faculty & Research - Harvard Business School

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March 2009
Article

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros

Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details

Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry

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May 1986 (Revised October 1986)
Case

Data Administration in Citibank Brazil (B): Strategy and Technology

By: Shoshana Zuboff

Keywords: Banks and Banking; Information Management; Banking Industry; Brazil

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08 Jul 2020
Working Paper Summaries

Inventing the Endless Frontier: The Effects of the World War II Research Effort on Post-War Innovation

Keywords: by Daniel P. Gross and Bhaven N. Sampat

Research Summary

Overview

By: Debora L. Spar

My work focuses generally on the intersection between technological change and societal structures, and on the many areas in which business both shapes and is shaped by societal norms. View Details

Keywords: Technological And Scientific Innovation; Technological Change: Choices And Consequences; Business ＆ Government Relations; Business And Community; Capitalism; Reproduction; Technological Innovation; Government and Politics; Gender; Business History; Business and Government Relations; Education Industry; United States; Europe; Africa; Asia

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

August 2011 (Revised July 2014)
Case

Social Innovation at Salesforce.com

By: Christopher Marquis, Marley C. Kornreich and Bobbi Thomason

Salesforce.com recently implemented an innovative social enterprise business model whereby the Salesforce.com Foundation funds its operations and grant budget by selling discounted salesforce.com software licenses to nonprofits and education clients. The case recounts... View Details

Keywords: Innovation and Invention; Corporate Entrepreneurship; Corporate Social Responsibility and Impact; Business Model; Information Technology; Leading Change; Problems and Challenges

October 2017 (Revised April 2019)
Case

Eastern Bank: Innovating Through Eastern Labs

By: Karen Mills, Dennis Campbell and Aaron Mukerjee

Eastern Bank is a 200-year-old New England mutual bank with a community focus. Eastern specializes in small business lending, having made strategic investments to become the top SBA lender in New England in the midst of the Great Recession, when other banks were... View Details

Keywords: Banks and Banking; Technological Innovation; Entrepreneurship; Management

August 2022
Case

In-Q-Tel: Innovation On A Mission

By: Joshua Lev Krieger and Josh Lerner

In 2022, the leaders of In-Q-Tel (IQT) considered what was next for the unique mission-driven organization. Since 1999, IQT had one mission: to be the most sophisticated source of strategic technical knowledge and capabilities to the U.S. government and its allies. IQT... View Details

Keywords: Mission and Purpose; National Security; Technological Innovation; Research; Geopolitical Units; Risk Management; Recruitment; Growth and Development Strategy; Venture Capital; Knowledge Management; Information Industry; Banking Industry

November–December 2018
Article

Online Network Revenue Management Using Thompson Sampling

By: Kris J. Ferreira, David Simchi-Levi and He Wang

We consider a network revenue management problem where an online retailer aims to maximize revenue from multiple products with limited inventory constraints. As common in practice, the retailer does not know the consumer's purchase probability at each price and must... View Details

Keywords: Online Marketing; Revenue Management; Revenue; Management; Marketing; Internet and the Web; Price; Mathematical Methods

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October 2018 (Revised August 2019)
Module Note

Supply Chain Management

By: Willy C. Shih

This note on supply chain management provides background for the seven class supply chain module in the Technology & Operations Management required curriculum course taught at the Harvard Business School. This module includes four broad topics: sourcing and supply... View Details

Keywords: Supply Chain Information; Supply ＆ Demand; Supply Chain Industries; Supply Chain Management; Supply Chain; Food and Beverage Industry; Food and Beverage Industry; Food and Beverage Industry; Food and Beverage Industry; United States; Asia; Europe; Japan; China

2008
Simulation

Strategic Innovation Simulation: Back Bay Battery

By: Willy C. Shih and Clayton Christensen

This online simulation allows students to play the role of a business unit manager at Back Bay Battery Company who faces the dilemma of balancing a portfolio of investment strategies across products in the rechargeable battery space. Players have to manage R&D... View Details

Keywords: Competitive Strategy; Disruptive Innovation; Growth and Development Strategy; Innovation and Management; Investment; Product Development; Research and Development; Battery Industry

March 2020
Article

Do Managers Matter? A Natural Experiment from 42 R&D Labs in India

By: Prithwiraj Choudhury, Tarun Khanna and Christos A. Makridis

We exploit plausibly exogenous variation in the staggered entry of new managers into India’s 42 public R&D labs between 1994 and 2006 to study how alignment between the CEO and middle-level managers affect research productivity. We show that the introduction of new lab... View Details

Keywords: Incentives; Innovation; Productivity; Management; Alignment; Research and Development; Innovation and Invention; Performance Productivity; India

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August 2005 (Revised December 2006)
Case

Procter & Gamble: Electronic Data Capture and Clinical Trial Management

By: Robert S. Huckman and Mark J. Cotteleer

Considers whether the management of Procter & Gamble (P&G) Pharmaceuticals should adopt Web-based electronic data capture (EDC) as the default standard for the management of its clinical drug trials. Provides a detailed description of the existing paper-based process... View Details

Keywords: Health Testing and Trials; Internet and the Web; Information Technology; Adoption; Business Processes; Industry Structures; Technological Innovation; Service Operations; Pharmaceutical Industry; United States

2024
Chapter

The Regulation of Medical AI: Policy Approaches, Data, and Innovation Incentives

By: Ariel Dora Stern

For those who follow health and technology news, it is difficult to go more than a few days without reading about a compelling new application of Artificial Intelligence (AI) to health care. AI has myriad applications in medicine and its adjacent industries, with... View Details

10 Nov 2020
Sharpening Your Skills

Research News and Tips: Innovating Across Time Zones

Researchers at Harvard Business School publish hundreds of studies around business management each year, often in collaboration with peers from other institutions. Here are insights collected from papers and... View Details

Keywords: by Sean Silverthorne

2011
Other Unpublished Work

From Farms to Fuel Tanks: Collective Actors and New-Venture Innovation in the U.S. Biodiesel Fuel Sector

By: Shon R. Hiatt

Little is known about the influence of collective actors on innovative technological recombinations by new ventures. Using data from U.S. biodiesel producers, I examine how the efforts of multiple collective actors (farm associations) to promote varying types of... View Details

Keywords: Alliances; Agribusiness; Energy Sources; Innovation and Invention; Green Technology Industry; Green Technology Industry; Green Technology Industry; United States

September 2012 (Revised April 2013)
Case

Digital Microscopy at Carl Zeiss: Managing Disruption

Ulrich Simon, the head of the Microscopy business group at Carl Zeiss AG knew that his unit was facing a disruptive threat, so he chartered a special team to tackle the industrial segment. Given a high degree of autonomy, the project team developed an understanding of... View Details

Keywords: Modularity; High Technology Products; Emergent Strategy; Product Lines; Corporate Strategy; Digital Platforms; Disruptive Innovation; Technology Industry; Germany

December 1994 (Revised June 1995)
Case

State Street Boston Corporation: Leading with Information Technology

A financial institution, State Street Boston Corp., is transformed from regional bank to global custodian and money manager. The corresponding evolution of the company's information systems is illustrated, focusing on the role attributed to information technology in a... View Details

Keywords: Expansion; Information Technology; Business Strategy; Banks and Banking; Banking Industry; United States

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October 2020 (Revised February 2025)
Technical Note

Reinvention

By: Ryan Raffaelli

This note is designed to introduce students to the fundamental concepts of leading innovation in established organizations. Reinvention is a process whereby organizations respond to changes in the environment that threaten their core business model, technologies,... View Details

Keywords: Innovation And Strategy; Leadership And Change Management; Organizational Ambidexterity; Exploration And Exploitation; Innovation and Management; Innovation Leadership; Leading Change; Technology Adoption; Change Management; Organizational Change and Adaptation

18 Aug 2003
Research & Ideas

How New Managers Become Great Managers

chapters and a more prescriptive style to reflect today's world of expanding globalization, accelerated change, and increased complexity. This excerpt discusses the importance for young View Details

Keywords: by Linda Hill

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