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      • December 2009
      • Article

      Closing the Customer Feedback Loop

      By: Rob Markey, Fred Reichheld and Andreas Dullweber
      Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details
      Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain
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      Markey, Rob, Fred Reichheld, and Andreas Dullweber. "Closing the Customer Feedback Loop." Harvard Business Review 87, no. 12 (December 2009): 43–47.
      • 2009
      • Working Paper

      Negotiating the Path of Abraham

      By: Kimberlyn Leary, James K. Sebenius and Joshua Weiss
      In the face of daunting barriers, the Abraham Path Initiative envisions uncovering and revitalizing a route of cultural tourism that follows the path of Abraham and his family some 4,000 years ago across the Middle East. It begins in the ancient ruins of Harran, in... View Details
      Keywords: Development Economics; Social Entrepreneurship; Negotiation; Business and Community Relations; Business and Government Relations; Religion; Environmental Sustainability; Tourism Industry; Middle East
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      Leary, Kimberlyn, James K. Sebenius, and Joshua Weiss. "Negotiating the Path of Abraham." Harvard Business School Working Paper, No. 10-049, December 2009.
      • November 2009 (Revised August 2011)
      • Case

      Warner Bros. Entertainment

      By: Gary P. Pisano and Alison Berkley Wagonfeld
      Examines the process used by a major motion picture studio to develop and select movie projects. Warner Bros.' strategy is to focus its efforts on a small number of major "event" films (i.e., films with the potential to generate gross box office receipts of $300... View Details
      Keywords: Decision Choices and Conditions; Film Entertainment; Risk Management; Product Development; Strategic Planning; Projects; Sales; Motion Pictures and Video Industry
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      Pisano, Gary P., and Alison Berkley Wagonfeld. "Warner Bros. Entertainment." Harvard Business School Case 610-036, November 2009. (Revised August 2011.)
      • October 2009 (Revised July 2012)
      • Case

      Emotiv Systems Inc.: It's the Thoughts that Count

      By: Elie Ofek, Jason Riis and Paul Hamilton
      Emotiv is getting ready to launch its innovative brain-computer interfacing (BCI) technology. The company has developed a special headset, called EPOC, and highly sophisticated software that can translate a person's emotions, cognitive thoughts, and facial expressions... View Details
      Keywords: Technology Adoption; Sales; Technological Innovation; Demand and Consumers; Marketing Strategy; Partners and Partnerships; Entrepreneurship; Forecasting and Prediction; Product Launch; Business Startups; Technology Industry
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      Ofek, Elie, Jason Riis, and Paul Hamilton. "Emotiv Systems Inc.: It's the Thoughts that Count." Harvard Business School Case 510-050, October 2009. (Revised July 2012.)
      • September 2009 (Revised February 2011)
      • Case

      Intellectual Ventures

      By: Andrei Hagiu, David B. Yoffie and Alison Berkley Wagonfeld
      Intellectual Ventures creates and acquires intellectual property, which it then seeks to monetize through non-exclusive licensing. In early 2009, as an increasing number of companies were trying to position themselves as leading intermediaries in the market for... View Details
      Keywords: Business Model; Innovation and Invention; Intellectual Property; Rights; Service Operations; Research and Development; Technology; Service Industry
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      Hagiu, Andrei, David B. Yoffie, and Alison Berkley Wagonfeld. "Intellectual Ventures." Harvard Business School Case 710-423, September 2009. (Revised February 2011.)
      • September 2009
      • Module Note

      Leading Teams Note

      By: Jeffrey T. Polzer
      This note, which describes the architecture and processes that characterize effective teams, begins by detailing the steps involved in designing a team, from diagnosing the complexity, interdependence, and objectives of the task to harnessing the key resources teams... View Details
      Keywords: Interpersonal Communication; Experience and Expertise; Decision Choices and Conditions; Knowledge Sharing; Leadership; Business Processes; Groups and Teams
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      Polzer, Jeffrey T. "Leading Teams Note." Harvard Business School Module Note 410-051, September 2009.
      • August 26, 2009
      • Comment

      Where Cash for Clunkers Ran Off the Road

      By: John A. Quelch
      Today, let us celebrate the end of an unjustifiable drain on the U.S. taxpayer: the Cash for Clunkers (C4C) program.

      True, C4C greatly boosted the number of consumers visiting car dealers. Doubtless, some new cars were sold to consumers who thought they... View Details
      Keywords: Government Programs; Environmental Impact; Government Waste; Customer Behavior; Economic Growth; Economy; Financial Crisis; Government and Politics; Leadership; Marketing; Programs; Value; Auto Industry; Consumer Products Industry; Public Administration Industry; United States
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      Quelch, John A. "Where Cash for Clunkers Ran Off the Road." Harvard Business School Working Knowledge (August 26, 2009).
      • August 2009 (Revised August 2012)
      • Case

      Cabot Pharmaceuticals, Inc.

      By: Frank V. Cespedes and John T. Gourville
      Traces the 12-year career of a pharmaceutical salesperson, Bob Marsh, from recruitment to termination. Marsh has had an uneven career with Cabot Pharmaceuticals and eventually is asked to resign. Following his termination, a number of Marsh's former customers complain... View Details
      Keywords: Customer Relationship Management; Employees; Resignation and Termination; Performance Evaluation; Salesforce Management; Alignment; Pharmaceutical Industry
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      Cespedes, Frank V., and John T. Gourville. "Cabot Pharmaceuticals, Inc." Harvard Business School Case 510-030, August 2009. (Revised August 2012.)
      • 2009
      • Working Paper

      Input Constraints and the Efficiency of Entry: Lessons from Cardiac Surgery

      By: David M. Cutler, Robert S. Huckman and Jonathan T. Kolstad
      Prior studies suggest that, with elastically supplied inputs, free entry may lead to an inefficiently high number of firms in equilibrium. Under input scarcity, however, the welfare loss from free entry is reduced. Further, free entry may increase use of high-quality... View Details
      Keywords: Health Care and Treatment; Market Entry and Exit; Duopoly and Oligopoly; Government Legislation; Mathematical Methods; Health Industry; Pennsylvania
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      Cutler, David M., Robert S. Huckman, and Jonathan T. Kolstad. "Input Constraints and the Efficiency of Entry: Lessons from Cardiac Surgery." NBER Working Paper Series, No. 15214, August 2009.
      • 2009
      • Working Paper

      Input Constraints and the Efficiency of Entry: Lessons from Cardiac Surgery

      By: David M. Cutler, Robert S. Huckman and Jonathan T. Kolstad
      Prior studies suggest that, with elastically supplied inputs, free entry may lead to an inefficiently high number of firms in equilibrium. Under input scarcity, however, the welfare loss from free entry is reduced. Further, free entry may increase use of high-quality... View Details
      Keywords: Government Legislation; Health Care and Treatment; Medical Specialties; Market Entry and Exit; Welfare; Health Industry; Pennsylvania
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      Cutler, David M., Robert S. Huckman, and Jonathan T. Kolstad. "Input Constraints and the Efficiency of Entry: Lessons from Cardiac Surgery." Harvard Business School Working Paper, No. 10-011, August 2009.
      • April 2009
      • Case

      Young Presidents' Organization

      By: Mikolaj Jan Piskorski, John D. Macomber and David Chen
      The board of Young Presidents' Organization needs to decide on the future of its Networks Initiative, designed to connect its geographically dispersed membership base through 60 different interest-based networks. So far, one half of these networks have been considered... View Details
      Keywords: Decision Choices and Conditions; Governing and Advisory Boards; Leadership Development; Growth and Development Strategy; Organizations; Social and Collaborative Networks
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      Piskorski, Mikolaj Jan, John D. Macomber, and David Chen. "Young Presidents' Organization." Harvard Business School Case 709-444, April 2009.
      • 2009
      • Working Paper

      Regional Trade Integration and Multinational Firm Strategies

      By: Pol Antras and C. Fritz Foley
      This paper analyzes the effects of the formation of a regional trade agreement on the level and nature of multinational firm activity. We examine aggregate data that captures the response of U.S. multinational firms to the formation of the ASEAN free trade agreement.... View Details
      Keywords: Trade; Foreign Direct Investment; Globalized Economies and Regions; Multinational Firms and Management; Growth and Development Strategy; Agreements and Arrangements; Southeast Asia; United States
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      Antras, Pol, and C. Fritz Foley. "Regional Trade Integration and Multinational Firm Strategies." NBER Working Paper Series, No. 14891, April 2009.
      • March 2009
      • Background Note

      Note on the Bankruptcy Abuse Prevention and Consumer Protection Act of 2005 (BAPCPA)

      By: Stuart C. Gilson
      In 2005, new legislation was passed by the U.S. Congress and signed into law by the President that introduced a number of major amendments to U.S. bankruptcy law, affecting both business and consumer bankruptcies. This legislation, called the Bankruptcy Abuse... View Details
      Keywords: Government Legislation; Restructuring; Personal Finance; Laws and Statutes; Insolvency and Bankruptcy; Corporate Finance
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      Gilson, Stuart C. "Note on the Bankruptcy Abuse Prevention and Consumer Protection Act of 2005 (BAPCPA)." Harvard Business School Background Note 209-133, March 2009.
      • March 2009 (Revised March 2010)
      • Case

      Groupe Eurotunnel S.A. (A)

      By: Stuart C. Gilson, Vincent Marie Dessain and Sarah Abbott
      In the summer of 2006, the chairman and CEO of Eurotunnel Group is faced with the decision whether to file for bankruptcy protection, after having failed to gain creditor approval of an ambitious out-of-court restructuring plan. The company, which has been attempting... View Details
      Keywords: Restructuring; Capital Structure; Insolvency and Bankruptcy; Laws and Statutes; Risk Management; Rail Industry; France; United Kingdom
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      Gilson, Stuart C., Vincent Marie Dessain, and Sarah Abbott. "Groupe Eurotunnel S.A. (A)." Harvard Business School Case 209-062, March 2009. (Revised March 2010.)
      • March 2009
      • Article

      Applicant and Examiner Citations in U.S. Patents: An Overview and Analysis

      By: Juan Alcacer, Michelle Gittelman and Bhaven Sampat
      Prior art patent citations have become a popular measure of patent quality and knowledge flow between firms. Interpreting these measurements is complicated, in some cases, because prior art citations are added by patent examiners as well as by patent applicants. The... View Details
      Keywords: Citations; Patents; Knowledge Sharing; Measurement and Metrics; Quality; United States
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      Alcacer, Juan, Michelle Gittelman, and Bhaven Sampat. "Applicant and Examiner Citations in U.S. Patents: An Overview and Analysis." Research Policy 38, no. 2 (March 2009): 415–427.
      • 2009
      • Other Unpublished Work

      When Does Industrial Policy Work? Evidence from the Brazilian Ethanol Fuel Industry

      By: Santiago Mingo and Tarun Khanna
      What is the impact of a state-led industrial policy program on entrepreneurial activity, industry evolution, and firm competitiveness? How and when is industrial policy an effective tool to spur the development of an emerging industry? To address these questions, we... View Details
      Keywords: Economic Growth; Entrepreneurship; Policy; Industry Growth; Business and Government Relations; Competition; Energy Industry; Brazil
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      Mingo, Santiago, and Tarun Khanna. "When Does Industrial Policy Work? Evidence from the Brazilian Ethanol Fuel Industry." 2009.
      • February 5, 2009
      • Comment

      In Praise of Marketing

      By: John A. Quelch
      Many dismiss marketing as manipulative, deceptive, and intrusive. Marketing, they argue, focuses too much of our attention on material consumption. More recently, Benjamin Barber, in his 2007 book Consumed, claims that marketing is "sucking up the air from every other... View Details
      Keywords: Marketing; Consumer Loyalty; Local Vs. Global Branding; Multi-national Brands; Misleading and Fraudulent Advertising; Customer Value and Value Chain; Customer Satisfaction; Globalized Economies and Regions; Cross-Cultural and Cross-Border Issues; Multinational Firms and Management; Globalized Markets and Industries; Brands and Branding; Marketing Communications; Marketing Strategy; Product Positioning
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      Quelch, John A. "In Praise of Marketing." Harvard Business School Working Knowledge (February 5, 2009).
      • 2009
      • Other Unpublished Work

      The Pecora Hearings

      By: David Moss, Cole Bolton and Eugene Kintgen

      In 1932, in the depths of the Great Depression, the Senate Banking Committee began a much-publicized investigation of the nation's financial sector. The hearings, which came to be known as the Pecora hearings after the Banking Committee's lead counsel Ferdinand... View Details

      Keywords: Financial History; Financial Crisis; Financial Markets; Governing Rules, Regulations, and Reforms; Government Legislation; Laws and Statutes; Business and Government Relations; Financial Services Industry
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      Moss, David, Cole Bolton, and Eugene Kintgen. "The Pecora Hearings." 2009. (Draft case.)
      • January 2009 (Revised June 2010)
      • Case

      Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture

      By: Ranjay Gulati
      Customer centricity has been an important part of the culture at Cisco Systems since its inception. While part of this is attributable to values put in place by the founders and retained by subsequent management, it is also closely interwoven with its organizational... View Details
      Keywords: Customer Satisfaction; Organizational Design; Organizational Structure; Organizational Change and Adaptation; Change Management; Organizational Culture; Research and Development; Job Cuts and Outsourcing; Employees; Brands and Branding; Customer Relationship Management; Business Units
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      Gulati, Ranjay. "Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture." Harvard Business School Case 409-061, January 2009. (Revised June 2010.)
      • January 2009 (Revised October 2009)
      • Case

      GLOBALGAP: Food Safety and Private Standards

      By: David E. Bell and Mary Louise Shelman
      In response to new laws governing liability and several food safety scares in the 1990s, European retailers drove the creation of a universal production standard based on Good Agricultural Practices (GAP) for fresh fruit and vegetables and a third-party certification... View Details
      Keywords: Agribusiness; Food; Governance Compliance; Governing Rules, Regulations, and Reforms; Business and Government Relations; Safety; Agriculture and Agribusiness Industry; Europe
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      Bell, David E., and Mary Louise Shelman. "GLOBALGAP: Food Safety and Private Standards." Harvard Business School Case 509-004, January 2009. (Revised October 2009.)
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