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  • 16 Jun 2020
  • Research & Ideas

Your Customers Have Changed. Here's How to Engage Them Again.

their artificial reality (AR) annotation products on mobile phones. AT&T, Cisco, and Zoom have enhanced their network capabilities for increased demand in bandwidth. In addition, numerous small businesses like restaurants and home... View Details
Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service
  • 05 Apr 2011
  • First Look

First Look: April 5

  PublicationsThe Labor Illusion: How Operational Transparency Increases Perceived Value Authors:Ryan W. Buell and Michael I. Norton Publication:Management Science (forthcoming) Abstract A ubiquitous feature of even the fastest self-service View Details
Keywords: Sean Silverthorne
  • 19 Feb 2013
  • First Look

First Look: Feb. 19

have become quite influential and controversial in the technology industries they touch. The goal of this paper is to shed light on the role and efficiency tradeoffs of these new patent intermediaries. Finally, we offer a provisional... View Details
Keywords: Sean Silverthorne
  • August 2013 (Revised July 2025)
  • Case

Amazon in 2025

By: Sunil Gupta and Margaret L. Rodriguez
Amazon launched its website in July 1995 to sell books online and by 2020 it has grown to become a digital giant with over $280 billion in annual sales. A large part of its growth came from expanding into a variety of businesses that some see as unrelated. Has it... View Details
Keywords: Platforms; Complements; Showrooming; Ecosystem; Growth Strategy; Competitive Advantage; Network Effects; Internet and the Web; Business Model; Competitive Strategy; Growth and Development Strategy; Digital Platforms; Retail Industry; Publishing Industry
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  • 10 Dec 2014
  • Working Paper Summaries

Multi-sided Platforms

Keywords: by Andrei Hagiu & Julian Wright; Technology
  • 26 Jul 2022
  • Research & Ideas

Burgers with Bugs? What Happens When Restaurants Ignore Online Reviews

There’s a saying in hospitality: The customer is always right. In fact, customers might be more influential than ever, according to a study of online restaurant reviews. Yelp, the website where consumers share their service experiences, often amplifies pest problems... View Details
Keywords: by Kara Baskin; Entertainment & Recreation; Food & Beverage; Retail
  • January 2010 (Revised April 2011)
  • Case

Google Inc.

By: Benjamin Edelman and Thomas R. Eisenmann
Describes Google's history, business model, governance structure, corporate culture, and processes for managing innovation. Reviews Google's recent strategic initiatives and the threats they pose to Yahoo, Microsoft, and others. Asks what Google should do next. One... View Details
Keywords: Digital Marketing; Business Model; Growth and Development Strategy; Network Effects; Mission and Purpose; Expansion; Internet and the Web; Information Technology Industry
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  • 27 Jan 2015
  • First Look

First Look: January 27

The Effect of Service Quality and Competition on Demand By: Balasubramanian, Karthik, and David F. Drake Abstract—The use of electronic money transfer through cellular networks ("mobile money") is rapidly increasing in the... View Details
Keywords: Sean Silverthorne
  • 10 Apr 2014
  • Research & Ideas

John Kotter’s Plan to Accelerate Your Business

explicitly and frequently," to Clayton Christensen's insights about how poorly companies handle the technological discontinuities inherent in a faster moving world. Kotter also credits recent work by Nobel Laureate Daniel Kahneman, who... View Details
Keywords: by Kim Girard
  • Article

The Impact of the 'Open' Workspace on Human Collaboration

By: Ethan Bernstein and Stephen Turban
Organizations’ pursuit of increased workplace collaboration has led managers to transform traditional office spaces into “open,” transparency-enhancing architectures with fewer walls, doors, and other spatial boundaries, yet there is scant direct empirical research on... View Details
Keywords: Open Office; Transparency; Collaboration; Collective Intelligence; Workspace; Workspace Design; Architecture; Cubicles; Boundaries; Spatial Boundaries; Human Behavior; Propinquity; Co-location; Interaction; Sociometers; People Analytics; Buildings and Facilities; Communication; Design; Human Resources; Leadership; Management; Organizational Design; Organizational Structure; Networks; Social and Collaborative Networks; Information Technology; United States
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  • 26 May 2022
  • HBS Case

Apple vs. Feds: Is iPhone Privacy a Basic Human Right?

that technology companies should provide a backdoor into suspects’ phones. “Sophisticated criminals will come to count on these means of evading detection. It’s the equivalent of a closet that can’t be opened,” said James Comey, director... View Details
Keywords: by Avery Forman
  • 29 Oct 2013
  • First Look

First Look: October 29

university, and private company R&D contribute to economic growth, but these contributions may be difficult to measure when they take a non-pecuniary form. The growth of networking devices and the Internet in the 1990s and 2000s... View Details
Keywords: Sean Silverthorne
  • 25 Aug 2003
  • Research & Ideas

Why IT Does Matter

years, as society's insights on how to use the technology changed. It is worth noting that although these technologies mutated significantly (for trains, it meant moving from fifteen miles an hour to eighty... View Details
Keywords: by F. Warren McFarlan & Richard L. Nolan
  • 16 Jul 2020
  • Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

contactless curbside pickup options. Investors are helping shore up distribution networks by injecting cash into distributors to keep products flowing. Franchisees are being offered more generous payment terms. Every player in the fragile... View Details
Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage
  • 02 Oct 2014
  • Working Paper Summaries

Bitcoin

Keywords: by Rainer Böhme, Nicolas Christin, Benjamin Edelman & Tyler Moore; Banking
  • Article

What Managers Need to Know About Social Tools: Avoid the Common Pitfalls So That Your Organization Can Collaborate, Learn, and Innovate

By: Paul Leonardi and Tsedal Neeley
Workplaces have adopted internal social tools—think stand-alone technologies such as Slack, Yammer, and Chatter, or embedded applications such as Microsoft Teams and JIRA—at a staggering rate. In an ambitious study of 4,200 companies, conducted by the McKinsey Global... View Details
Keywords: Leadership; Social Tools; Social and Collaborative Networks; Knowledge Sharing; Performance Improvement; Management
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  • 30 Mar 2018
  • What Do You Think?

What Should Mark Zuckerberg Do?

contributed to the rapid growth of the network. The addition of each user increased the value of the network to everyone: users, the developers of apps made available to users, and advertisers utilizing user information. Although users... View Details
Keywords: by James Heskett; Information Technology; Information Technology
  • April 2020 (Revised January 2022)
  • Case

Uber: Competing Globally

By: Alexander J. MacKay, Amram Migdal and John Masko
This case describes Uber’s global market entry strategy and responses by regulators and local competitors. It details Uber’s entry into New York City (New York), Bogotá (Colombia), Delhi (India), Shanghai (China), Accra (Ghana), and London (United Kingdom). In each... View Details
Keywords: Business Ventures; Business Growth and Maturation; Business Model; Geography; Geographic Location; Geographic Scope; Globalization; Global Strategy; Multinational Firms and Management; Globalized Markets and Industries; Governance; Governance Controls; Governing Rules, Regulations, and Reforms; Innovation and Invention; Disruptive Innovation; Innovation Strategy; Law; Management; Growth and Development Strategy; Growth Management; Markets; Demand and Consumers; Consumer Behavior; Network Effects; Emerging Markets; Market Design; Market Entry and Exit; Market Participation; Supply and Industry; Industry Structures; Planning; Strategic Planning; Relationships; Business and Community Relations; Business and Government Relations; Business and Stakeholder Relations; Labor and Management Relations; Networks; Strategy; Adaptation; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Expansion; Information Technology; Mobile and Wireless Technology; Digital Platforms; Transportation; Transportation Networks; Technology Industry; Technology Industry; Africa; Ghana; Asia; China; Shanghai Shi; Shanghai; India; New Delhi; Europe; United Kingdom; England; London; Latin America; North and Central America; United States; New York (city, NY); New York (state, US); South America; Colombia
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  • 11 Feb 2020
  • Sharpening Your Skills

10 Rules Entrepreneurs Need to Know Before Adopting AI

Although adoption of artificial intelligence (AI) and machine learning (ML) for the enterprise is still in the early days, the technology has matured enough for entrepreneurs to start gathering inspiration and evaluating opportunities for... View Details
Keywords: by Rocio Wu
  • 16 Feb 2010
  • Research & Ideas

The Outside-In Approach to Customer Service

the fourth level, but it does provide a road map of the steps along the way that firms may either traverse or stop at. Level 1: Companies at level 1 are very product focused and have an "if I build it, they will buy it" mindset. The focus is on View Details
Keywords: by Sarah Jane Gilbert; Consumer Products

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