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    • Faculty Publications  (104)

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    • All HBS Web  (1,228)
      • Faculty Publications  (104)

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      • January 2008
      • Article

      The Five Competitive Forces That Shape Strategy

      By: Michael E. Porter
      This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. In 1979, a young associate professor at Harvard Business School published his first... View Details
      Keywords: Profit; Five Forces Framework; Industry Growth; Industry Structures; Business and Government Relations; Competitive Strategy
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      Porter, Michael E. "The Five Competitive Forces That Shape Strategy." Special Issue on HBS Centennial. Harvard Business Review 86, no. 1 (January 2008): 78–93.
      • July 2007 (Revised February 2010)
      • Case

      Launching Telmore (A)

      By: Ramon Casadesus-Masanell, Celso Fernandez and Moritz Jobke
      When the Danish mobile phone service provider Telmore entered the market in October 2000, few people took notice. Its business model was not perceived as particularly aggressive or threatening to the industry. Less than three years later, Telmore's creative adaptation... View Details
      Keywords: Business Model; Disruptive Innovation; Market Entry and Exit; Creativity; Adaptation; Competitive Advantage; Telecommunications Industry; Denmark
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      Casadesus-Masanell, Ramon, Celso Fernandez, and Moritz Jobke. "Launching Telmore (A)." Harvard Business School Case 708-414, July 2007. (Revised February 2010.)
      • April 2006
      • Background Note

      Designing Sustainable Service Models

      By: Frances X. Frei
      Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details
      Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value
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      Frei, Frances X. "Designing Sustainable Service Models." Harvard Business School Background Note 606-031, April 2006.
      • March 2006
      • Background Note

      Influencing Customer Behavior in Service Operations

      By: Frances X. Frei and Amy C. Edmondson
      Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details
      Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry
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      Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006.
      • November 2005 (Revised September 2007)
      • Case

      Beijing Hualian

      By: David E. Bell and Mary L. Shelman
      China's fifth largest domestic retailer faced intensifying competition from Wal-Mart and Carrefour with the opening of China's fast-growing retail market in January 2005. In response, Beijing Hualian developed a new "Family Store" format targeted at the nation's... View Details
      Keywords: Marketing Strategy; Product Positioning; Consumer Behavior; Competition; Corporate Strategy; Retail Industry; China
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      Bell, David E., and Mary L. Shelman. "Beijing Hualian." Harvard Business School Case 906-403, November 2005. (Revised September 2007.)
      • February 2005 (Revised April 2006)
      • Case

      Rx Depot: Importing Drugs from Canada

      By: Debora L. Spar
      In 2002, a handful of entrepreneurs began to ship drugs from Canada into the United States, taking advantage of regulatory and price differentials across the neighboring countries. Using the Internet and a low-cost network of Canadian pharmacies, firms like Rx Depot... View Details
      Keywords: Courts and Trials; Entrepreneurship; Intellectual Property; Laws and Statutes; Pharmaceutical Industry; Canada; United States
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      Spar, Debora L., and Adam Day. "Rx Depot: Importing Drugs from Canada." Harvard Business School Case 705-010, February 2005. (Revised April 2006.)
      • December 2004 (Revised December 2005)
      • Case

      Nectar: Making Loyalty Pay

      By: John A. Deighton
      Loyalty Management UK (LMUK) manages British supermarket chain Sainsbury's frequent-shopper card program, called Nectar. LMUK uses Sainsbury's sponsorship as the magnet to attract other retailers into a profitable, multisponsor loyalty network. Examines the economics... View Details
      Keywords: Customer Focus and Relationships; Business or Company Management; Supply Chain Management; Marketing Strategy; Networks; Marketing Channels; Advertising Campaigns; Outcome or Result; Growth and Development; Retail Industry; Great Britain
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      Deighton, John A. "Nectar: Making Loyalty Pay." Harvard Business School Case 505-031, December 2004. (Revised December 2005.) (request a courtesy copy.)
      • September 2004
      • Class Lecture

      Capitalizing on the Power of the Customer

      By: Frances X. Frei
      Keywords: Customers; Competitive Advantage
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      Frei, Frances X. "Capitalizing on the Power of the Customer." Harvard Business School Class Lecture 605-037, September 2004.
      • 2004
      • Class Lecture

      Capitalizing on the Power of the Customer

      By: Frances X. Frei
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      Frei, Frances X. "Capitalizing on the Power of the Customer." Boston: Harvard Business School Publishing Class Lecture, 2004. Electronic. (Faculty Lecture: HBSP Product Number 9-824-XC.)
      • October 2003
      • Case

      Taiwan Semiconductor Manufacturing Company: Building a Platform for Distributed Innovation

      By: Marco Iansiti and Marcin Strojwas
      Surging costs of building a state-of-the-art fabrication facility were pushing firms to outsource manufacturing while advanced technologies were requiring a tighter coupling between design and manufacturing. Explores the development of strategy in this environment.... View Details
      Keywords: Strategy; Business Model; Networks; Product Design; Production; Decisions; Customer Relationship Management; Supply Chain Management
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      Iansiti, Marco, and Marcin Strojwas. "Taiwan Semiconductor Manufacturing Company: Building a Platform for Distributed Innovation." Harvard Business School Case 604-044, October 2003.
      • July 2003 (Revised April 2005)
      • Case

      Branding Citigroup's Consumer Business

      By: Rohit Deshpande and Carin-Isabel Knoop
      In Spring 1998, Citicorp and Travelers merged to create a financial powerhouse that united the bank with Travelers' consumer finance and brokerage businesses, including Salomon Smith Barney and Primerica. It was the first U.S. financial services company to combine... View Details
      Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Relationship Management; Decisions; Asset Management; Investment Banking; Management Teams; Brands and Branding; Relationships; Business and Shareholder Relations; Banking Industry; United States
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      Deshpande, Rohit, and Carin-Isabel Knoop. "Branding Citigroup's Consumer Business." Harvard Business School Case 504-023, July 2003. (Revised April 2005.)
      • Article

      Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior

      By: Frances X. Frei
      Keywords: Motivation and Incentives; Customers; Behavior; Power and Influence
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      Frei, Frances X. "Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior." Harvard Management Update 8, no. 3 (March 2003).
      • March 2001
      • Article

      Strategy and the Internet

      By: M. E. Porter
      Many of the pioneers of Internet business, both dot-coms and established companies, have competed in ways that violate nearly every precept of good strategy. Rather than focus on profits, they have chased customers indiscriminately through discounting, channel... View Details
      Keywords: Strategy; Online Technology
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      Porter, M. E. "Strategy and the Internet." Harvard Business Review 79, no. 3 (March 2001): 62–78.
      • February 2001
      • Case

      PlanetFeedback: The Voice of One ... The Power of Many (A)

      By: James L. Heskett
      The management of PlanetFeedback in proposes a merger with Intelliseek. Their goal is to create a comprehensive C2B and B2B business focused on the generation and analysis for business clients of consumer feedback data via the Internet, Planet Feedback's board of... View Details
      Keywords: Mergers and Acquisitions; Decisions; Information Management; Analytics and Data Science; Business Strategy; Internet and the Web; Information Technology Industry
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      Heskett, James L. "PlanetFeedback: The Voice of One ... The Power of Many (A)." Harvard Business School Case 901-051, February 2001.
      • April 2000 (Revised June 2001)
      • Case

      DoubleClick Buys Abacus (A)

      By: John A. Deighton
      By acquiring Abacus, DoubleClick won the power to serve ads with unprecedented precision, because it brought together Web surfers' online and offline identities. Several competitors had developed advanced systems for serving ads on the web, but DoubleClick had the... View Details
      Keywords: Information; Rights; Internet and the Web; Ethics; Competitive Advantage; Social Issues; Customer Focus and Relationships; Digital Marketing; Advertising Industry
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      Deighton, John A. "DoubleClick Buys Abacus (A)." Harvard Business School Case 500-091, April 2000. (Revised June 2001.) (request a courtesy copy.)
      • January 1997 (Revised June 1997)
      • Case

      Southwire: Beyond 2000

      By: F. Warren McFarlan and Melissa Dailey
      Southwire, based in Carrollton, GA, was the leading producer of aluminum and copper rod, wire, and cable for the transmission and distribution of electricity. In one decade, CEO Roy Richards, Jr. grew annual sales from $500 million in 1985 to $1.9 billion in 1995, an... View Details
      Keywords: Leading Change; Growth Management; Competitive Strategy; Global Strategy; Manufacturing Industry
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      McFarlan, F. Warren, and Melissa Dailey. "Southwire: Beyond 2000." Harvard Business School Case 397-074, January 1997. (Revised June 1997.)
      • January 1996 (Revised February 1997)
      • Case

      Tennessee Valley Authority: Option Purchase Agreements

      By: Peter Tufano
      James Cross, VP of customer planning at the Tennessee Valley Authority, a major supplier of electric power in the Southeast United States, is considering meeting its incremental capacity needs by creating new financial contracts, Option Purchase Agreements (OPAs) to... View Details
      Keywords: Risk and Uncertainty; Risk Management; Energy Generation; Corporate Finance; Energy Industry; United States
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      Tufano, Peter, and Cameron Poetzscher. "Tennessee Valley Authority: Option Purchase Agreements." Harvard Business School Case 296-038, January 1996. (Revised February 1997.)
      • 1995
      • Book

      Power and Influence Customized Course Module

      By: L. A. Hill
      Keywords: Power and Influence
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      Hill, L. A. Power and Influence Customized Course Module. Boston: Harvard Business School Publishing, 1995.
      • October 1994 (Revised November 1994)
      • Case

      British Airways: Using Information Systems to Better Serve the Customer

      By: W. Earl Sasser and Norman Klein
      Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
      Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
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      Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
      • March 1991 (Revised July 1993)
      • Case

      Kyocera Corp.

      By: John P. Kotter
      Examines the three factors critical to this company's remarkable success in the high tech field. The first factor is the founder, Dr. Inamori's powerful leadership. The second is the strong corporate culture or philosophy of the firm. The third element in Kyocera's... View Details
      Keywords: Customer Relationship Management; Information Infrastructure; Leadership Style; Management Systems; Management Style; Organizational Culture; Practice; Profit; Planning; Technology Industry; Electronics Industry
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      Kotter, John P. "Kyocera Corp." Harvard Business School Case 491-078, March 1991. (Revised July 1993.)
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