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Article

The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

By: Dennis Campbell and Frances X. Frei

This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details

Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States

Find at Harvard

January 2010 (Revised February 2015)
Teaching Note

eBay Partner Network (A), (B), (C), and (D)

By: Benjamin Edelman and Ian Larkin

Teaching Note for [910008], [910009], [910012], and [914016]. View Details

Keywords: Internet and the Web; Networks; Information Technology Industry

13 Sep 2010
Research & Ideas

The Consumer Appeal of Underdog Branding

meaning of their lives, and they remain hopeful about achieving them, even when faced with obstacles. Many contemporary brand biographies contain underdog narratives. Product packaging, corporate Web sites,... View Details

Keywords: by Martha Lagace

January 2000 (Revised April 2000)
Case

StarMedia: Launching a Latin American Revolution

By: Thomas R. Eisenmann and Jon K Rust

By the fall of 1999, StarMedia had sprinted to a sizable lead in the race to acquire Latin American Internet users. Its pan-regional, horizontal portal was the first to target Spanish- and Portuguese-language speakers on the Internet, registering 1.2 billion page views... View Details

Keywords: Private Ownership; History; Risk Management; Business Cycles; Corporate Entrepreneurship; Infrastructure; Media; Emerging Markets; Cross-Cultural and Cross-Border Issues; Web; Web Services Industry; Web Services Industry

25 Mar 2015
HBS Case

Tate’s Digital Makeover Transforms the Traditional Museum

Twitter' but when asked why or to what end, often there isn't a lot of strategic thinking behind their decision to be in social media." As apps, blogs, and social media have transformed the View Details

Keywords: by Michael Blanding; Education

February 2021 (Revised April 2024)
Case

Shopify: The Conquest for Chinese E-Commerce

By: Jeffrey F. Rayport, Avani Patel, Samantha Lin and Ariel Yang

In mid-2020, Tobias Lütke, CEO of Shopify, faced a critical decision on how to time potential expansion into the China market. Over the prior 15 years, his Canadian software-as-a-service company had grown from a small e-commerce solutions provider to a full service... View Details

2024
Working Paper

Open Source Software Policy in Industry Equilibrium

Open source software (OSS) is a form of public knowledge widely provided and relied on by the private sector. To study the effects of growing government involvement in this critical public good, I build a new empirical model where high-tech firms choose software inputs... View Details

01 Oct 2000
News

Lumry Chair Supports IT and Entrepreneurship

A generous gift from Rufus W. Lumry III (MBA 1974) will establish a new chair at HBS and support teaching and learning in the field of information technology as it relates to... View Details

Keywords: Educational Services

18 Dec 2018
First Look

New Research and Ideas, December 18, 2018

business. One common approach used to gain traction in these adjacent markets has been to pursue a tying strategy. For example, Microsoft pre-installed Internet Explorer into Windows, and Apple set Apple... View Details

Keywords: Dina Gerdeman

Web

Strategy & IT - Institute For Strategy And Competitiveness

resource planning. See below for “How Information Gives You Competitive Advantage.” The rise of the internet unleashed the second wave of... View Details

February 2017
Case

BlaBlaCar: The Road Ahead...

By: Karim R. Lakhani, Arun Sundararajan, Emilie Billaud and Caroline Caltagirone

In 2017, the co-founders of BlaBlaCar—the world’s largest long-distance carpooling company—reflected on the evolution of their venture and the way forward. BlaBlaCar had reached critical mass and size; yet staying still was not going to be enough to be relevant and... View Details

Keywords: Business Growth and Maturation; Business Startups; Transformation; Decision Making; Values and Beliefs; Growth and Development Strategy; Digital Platforms; Network Effects; Strategic Planning; Competitive Strategy; Expansion; Internet and the Web; Transportation Networks; Web Services Industry; Web Services Industry; France; Europe

February 2001 (Revised February 2018)
Case

The iPremier Company (A): Distributed Denial of Service Attack

By: Robert D. Austin, Larry Leibrock and Alan Murray

Describes a new CIO trying to manage a denial of service (DOS) attack against his e-retailing business. The attack and its aftermath provide students an opportunity to discuss the business issues that are interwoven with computer security issues. View Details

Keywords: Safety; Internet and the Web; Applications and Software; Retail Industry

Fast Answer

Historical and forecasted economic statistics

drop-down. In Step 2, choose the region or country and click View Details

12 Dec 2017
First Look

New Research and Ideas, December 12, 2017

battles.” Grupo Clarín was one of the preeminent media companies in Argentina, with leading newspapers, cable television and Internet services, View Details

Keywords: Sean Silverthorne

December 2023
Case

Davivienda Bank's Upskilling and Reskilling Strategy in Colombia

By: Jorge Tamayo, Raffaella Sadun and Jenyfeer Martinez Buitrago

Set in 2022, this case describes the digital transformation strategy of Davivienda— a leading player in Colombia’s commercial banking and one of the companies belonging to Grupo Bolívar, a major Colombian financial conglomerate—and the bank’s upskilling and reskilling... View Details

Keywords: Julia Hanna; contests; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services

01 Jun 2001
News

Teaching for the Ages: the MBA Classroom in the 21st Century

CDs played music, not virtual-reality games. Will I even recognize the place? Related Platforms and Collaborations: Technological Innovation as a Case Method Supplement Virtual Plant Tours View Details

Keywords: Business Schools & Computer & Management Training; Educational Services

19 May 2008
Research & Ideas

Connecting School Ties and Stock Recommendations

Social networks matter for more than just efficient Internet communication. They're also crucial for the strong performance of stock recommendations by analysts, according to researchers at Harvard Business... View Details

Keywords: by Martha Lagace; Financial Services

01 Jun 2011
News

The Best-Laid Plans

with Urban Water Partners RelayRides explanatory video FashionStake-Reuters story An online shipping platform that uses social networks and smartphones. Low-cost medical care and monitoring that helps... View Details

March 2021
Article

Experimenting During the Shift to Virtual Team Work: Learnings from How Teams Adapted Their Activities During the COVID-19 Pandemic

By: Ashley V. Whillans, Leslie Perlow and Aurora Turek

Past research has focused on understanding the characteristics of work that are fully virtual or fully collocated. The present study seeks to expand our understanding of team work by studying knowledge workers' experiences as they were suddenly forced to transition to... View Details

Keywords: Team Work; Activities; Virtual Work; Digital Technologies; Groups and Teams; Health Pandemics; Internet and the Web; Adaptation