Digital Services And Strategy - Publications - Faculty & Research - Harvard Business School

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November 2015 (Revised February 2016)
Supplement

Allianz Turkey: Focus on the Customer (B)

By: W. Earl Sasser and Gamze Yucaoglu

At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details

Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey

March 2024
Case

East Rock Capital: 'Talent Is the Best Asset Class'

By: Boris Groysberg, Sarah L. Abbott and Izzy Yeoh

Adam Shapiro and Graham Duncan launched East Rock Capital, LLC in 2006 with a seed investment from Stuart Miller, executive chairman of Lennar Corporation. East Rock managed long-term assets for high-net-worth families, primarily working with external managers who had... View Details

Keywords: Alternative Assets; Hiring; HNW Products And Services; Recruiting; Hedge Funds; Wealth Management; Asset Management; Private Equity; Financial Institutions; Marketing Strategy; Growth and Development Strategy; Competitive Advantage; Financial Services Industry; United States

Research Summary

Overview

Hisano’s research addresses the social and cultural implications of technological development and economic changes mainly in the twentieth-century United States. By analyzing the regulation, manipulation, and presentation of food color, her current book project links... View Details

Keywords: Business History; Consumer Behavior; Agribusiness; Food And Environment; Business Strategy; Commercialization; Business And Government; Advertising; Goods and Commodities; Food; History; Government and Politics; Marketing; Business and Government Relations; Food and Beverage Industry; Food and Beverage Industry; Food and Beverage Industry; United States

June 2011 (Revised June 2012)
Case

Sephora Direct: Investing in Social Media, Video, and Mobile

By: Elie Ofek and Alison Berkley Wagonfeld

Julie Bornstein, senior vice president of Sephora Direct, is seeking to double her budget for social media and other digital marketing initiatives for 2011. A number of digital efforts implemented in the past two years seem to be bearing fruit and there is a desire to... View Details

Keywords: History; Leadership; Marketing Strategy; Marketing; Emerging Markets; Investment Return; Investment Funds; Budgets and Budgeting

March 2013 (Revised April 2014)
Case

Barnes & Noble: Managing the E-Book Revolution

By: Alan MacCormack, Brian Kimball Dunn and Chris F. Kemerer

The case describes competition in the market for E-Books, and Barnes & Noble's Strategy in this industry. As a traditional retailer, B&N was challenged by the introduction of digital technologies that allow books to be published, distributed and sold to consumers... View Details

Keywords: Innovation; Technology Strategy; Platform Competition; Innovation Strategy; Information Technology; Product Development; Digital Platforms; Standards; Disruptive Innovation; Retail Industry; Publishing Industry; North America

Web

The Green Industrial Strategy Project | Institute for Business in Global Society

The Green Industrial Strategy Project More Research Projects The Green Industrial Strategy Project examines how business and government can create, scale, View Details

June 2018 (Revised January 2019)
Case

Membership Rewards® from American Express

By: Shelle Santana, Frances X. Frei and Lauren G. Pickle

Credit and charge card issuer American Express (Amex) had developed a strong reputation among consumers due in part to its Membership Rewards (MR) loyalty program, first established in 1991. Through MR, all Amex cardholders could accumulate and redeem “points” based on... View Details

Keywords: Financial Services; Customer Loyalty; Credit Cards; Marketing Strategy; Product Marketing; Brands and Branding; Customer Value and Value Chain; Value Creation; Financial Services Industry; Financial Services Industry; North America; United States

March 2014
Teaching Note

The Weather Company

By: Rosabeth Moss Kanter and Ai-Ling Jamila Malone

New CEO David Kenny transformed The Weather Company in less than two years from a primary identity as a cable television channel to a multi-platform digital company innovating in the uses of weather data. He assesses progress and considers strategic choices and... View Details

Keywords: Leadership; Strategic Change; Technology; Digital; Weather; Organizational Change and Adaptation; Digital Platforms; Change Management; Leading Change; Growth and Development Strategy; Service Industry; Service Industry; Service Industry

September 2020 (Revised May 2024)
Case

Hot Wheels: Launching The Mixed Play Experience

By: Elie Ofek, Andres Terech and Nicole Tempest Keller

Chris Down, Global Brand General Manager for Hot Wheels, and his team from the Advanced Play Group within Mattel, Inc., had developed an entirely new “mixed play” product experience that blended familiar Hot Wheels play in the physical world with breakthrough play in... View Details

Keywords: Toys; Go-to-market Strategy; Product Development; Technological Innovation; Product Launch; Product Positioning; Decision Making; Marketing; Strategy; Los Angeles

08 Jan 2025
News

Mapping Pain Points at the IRS

issue and diagnose the root causes of pain points along that journey. Then we repeat the process for employees, because behind every taxpayer pain point is an employee pain point. After that we can make investments in technology that... View Details

Keywords: Jennifer Myers; IRS; customer service; government service; Executive, Legislative, and Other General Government Support; Executive, Legislative, and Other General Government Support

June 1999 (Revised May 2017)
Teaching Note

Guidant Corporation: Shaping Culture Through Systems

By: Robert Simons and Antonio Dávila

Teaching Note for (9-198-076). View Details

Keywords: Strategy And Execution; Management Control Systems; Risk And Uncertainty; Service Industry; Service Industry

June 2012
Case

Aman Resorts (Abridged)

By: Eugene Soltes and Aldo Sesia

This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details

Keywords: Global Business; Management Skills; Performance Appraisals; Customer Service; Incentives; Hospitality; Globalized Firms and Management; Business Model; Employees; Service Delivery; Customer Focus and Relationships; Business Strategy; Accommodations Industry

2019
Working Paper

U.S. Antitrust Law and Policy in Historical Perspective

By: Laura Phillips Sawyer

The key pieces of antitrust legislation in the United States—the Sherman Antitrust Act of 1890 and the Clayton Act of 1914—contain broad language that has afforded the courts wide latitude in interpreting and enforcing the law. This article chronicles the judiciary’s... View Details

Keywords: Antitrust; Trusts; Restraint Of Trade; Merger; Cartel; New Deal; Harvard School; Chicago School Of Law And Economics; Post-Chicago; Law; Competition; Policy; Vertical Integration; Horizontal Integration; Acquisition

October 2019 (Revised October 2019)
Case

Epic Games

By: Andy Wu and Christopher Zhang

Epic Games entered a stagnant market with its PC-games digital storefront in 2018, in the context of incumbent competitors such as Steam, its meteoric rise via Fortnite, and imminent industry shifts in gaming distribution. On the surface, Epic Games Store’s competitive... View Details

Keywords: Industry Analysis; Video Games; Platforms; Comparative Advantage; Growth Strategy; Innovation Focused Strategy; Pricing Strategy; Strategy; Competition; Growth and Development Strategy; Innovation Strategy; Games, Gaming, and Gambling; Digital Platforms; Technology Industry

May 1996 (Revised August 2001)
Case

Timberland and Community Involvement

By: James E. Austin and Jaan Elias

The Timberland Co., a manufacturer and retailer of footwear, outdoor apparel, and accessories, committed itself to instituting and communicating a core set of values to its employees, stockholders, and consumers. The system of beliefs emphasized community service.... View Details

Keywords: Ethics; Values and Beliefs; Business and Community Relations; Social Enterprise; Corporate Strategy; Apparel and Accessories Industry

January 2022
Article

Artificial Intelligence, Data-Driven Learning, and the Decentralized Structure of Platform Ecosystems

By: David R. Clough and Andy Wu

Gregory, Henfridsson, Kaganer, and Kyriakou (2020) highlight the important role of data and AI as strategic resources that platforms may use to enhance user value. However, their article overlooks a significant conceptual distinction: the installed base of... View Details

Keywords: Artificial Intelligence; Data Strategy; Ecosystem; Value Capture; Digital Platforms; Analytics and Data Science; Strategy; Learning; Value Creation; AI and Machine Learning; Technology Industry; Information Technology Industry; Video Game Industry; Advertising Industry

Find at Harvard

09 Nov 2015
News

On Screens and in Windows, Lowe’s Gives (and Gives, and Gives) How-To Help

March 2018 (Revised April 2018)
Case

Verizon 2018

By: Rosabeth Moss Kanter and Jonathan Cohen

In 2018, CEO Lowell McAdam led efforts to transform Verizon through digital innovation, media acquisitions and integration, and changes to the company culture. He sought to manage change at the company as growth in traditional areas slowed and position it as a leader... View Details

Keywords: Change; Change Leadership; Change Management; Innovation; Digital; Management; Leading Change; Innovation and Management; Acquisition; Integration; Telecommunications Industry; United States

26 Jun 2018
First Look

New Research and Ideas, June 26, 2018

developing his strategy for Zensar against a backdrop of a rapidly changing IT industry. Kishore, a strong proponent of digitizing business processes in order to increase productivity View Details

Keywords: Dina Gerdeman

May 2023 (Revised May 2023)
Case

Stay or Go? Sarah Reynolds Kensington Partners

By: David G. Fubini, Amr Seifeldin and Patrick Sanguineti

Sarah Reynolds, a relatively new Partner at the global Kensington Partners strategy consulting firm, has headed the firm's Telecommunications Group for a few years. Thanks to her stellar track record with clients, she has brought the group a range of accolades and... View Details

Keywords: Consulting; Consulting Firms; Client Service; Career Management

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