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- All HBS Web (374)
- Faculty Publications (38)
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- 02 Nov 2020
- What Do You Think?
Is Antitrust Just a Quaint Notion in the Digital Age?
consider other constituencies too: e.g., vendors who are stuck operating under the big players’ rules; innovators, who can’t make their better ‘mouse trap’ available to the world without the resources of the big players; citizens, whose... View Details
Keywords: by James Heskett; Retail; Technology; Telecommunications; Communications; Consumer Products; Service
- 28 Sep 2015
- Research & Ideas
Six Lessons from Mobile Money Ventures in Developing Countries
In many emerging economies, the need to give people in poverty better access to financial services seems obvious. The mobile phone is a perfect vehicle, given their widespread adoption, even among the financially less well off. Designing... View Details
- 10 Nov 2008
- What Do You Think?
How Much Can You Ask of Your Customers?
so that volunteers (often customers, but also others) can easily contribute content (opinions and ratings for Zagat guides), "stuff for sale" (eBay online marketplace), behavioral data (Google's search engine algorithm), and even resources (Skype's... View Details
Keywords: by Jim Heskett
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
Almost everyone has dialed a simple phone number—be it to order a pair of socks or reserve a flight to New York—only to end up navigating a seemingly endless labyrinth of options, all because a mechanical voice continually invites them to... View Details
- 19 Sep 2024
- Research & Ideas
Global Talent, Local Obstacles: Why Time Zones Matter in Remote Work
caregiving responsibilities, as well as workers in countries with strict hourly limits, Choudhury says. Scheduling talks in multiple time zones During real-time, or synchronous, communication—including in-person meetings, video conferencing, View Details
Keywords: by Michael Blanding
- 21 Nov 2005
- Research & Ideas
Making Credibility Your Strongest Asset
It's also how Tony Lucci got box seats for the World Series when thousands of others were shut out. And it explains how Bob Kraft positioned himself to buy a professional football team. Although Rovell, Lucci, and Kraft operated in very... View Details
Keywords: by Michael Wheeler
- 29 Mar 2016
- First Look
March 29, 2016
https://www.hbs.edu/faculty/Pages/item.aspx?num=50822 forthcoming Manufacturing & Service Operations Management How Do Customers Respond to Increased Service Quality Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei... View Details
Keywords: Sean Silverthorne
- 19 Jul 2004
- Research & Ideas
Your Customers: Use Them or Lose Them
They do it in two ways. One, if a Progressive customer gets into a minor accident, he or she can phone the company from the scene and will be met by a member of its Immediate Response fleet. "It's not unusual for them to show up at... View Details
Keywords: by Martha Lagace
- 28 Oct 2014
- First Look
First Look: October 28
Designed around the course at Harvard Business School, Collis' new text takes the firm that operates across borders as a unit of analysis and the senior manager in a multinational as the typical decision maker. Illustrated with examples... View Details
Keywords: Carmen Nobel
- 23 Mar 2021
- Book
Succeeding in the New Work-from-Anywhere World
for nearly two decades. Indeed, studies from around the world consistently show that companies see productivity gains after allowing employees to choose their work locations. Remote work offers many other benefits, too: “Commute times disappear, View Details
Keywords: by Michael Blanding
- 30 Apr 2019
- First Look
New Research and Ideas, April 30, 2019
distinct geographic markets, we show that such combinations can reduce competition among merging hospitals for inclusion in insurers' networks, leading to higher prices (or lower-quality care). Using data on hospital mergers from 1996 to 2012, we find support that this... View Details
Keywords: Dina Gerdeman
- 19 Jul 2011
- Research & Ideas
Rupert Murdoch and the Seeds of Moral Hazard
Management Practice and leadership expert Robert Steven Kaplan comments on these issues. Michel Anteby Many companies today operate like Russian nesting dolls, where one large figure is actually made up of many smaller ones. These... View Details
- 28 Jan 2015
- Research & Ideas
Ground Game, Air Wars, and Other Marketing Lessons From Presidential Elections
operatives getting out in the communities and face-to-face contacts. Phone banks were de-emphasized. "It was a historic moment for the 2008 and 2012 elections in the way ground troops were utilized," Chung... View Details
Keywords: by Dina Gerdeman
- 10 Nov 2008
- Research Event
Social Media Leads the Future of Technology
set the context for the ensuing discussion. Today, millions of Web users generate free content, and we are witnessing an "explosion" in video and cell phone use, he continued, with more than 100 million smartphones already in... View Details
Keywords: by Martha Lagace
- 05 Aug 2010
- What Do You Think?
What Is Customer Opinion Good For?
initial response to reports that customers were having trouble with the antennae on Apple's iPhone 4, its latest "superproduct." It was reported that he commented that iPhone 4 users would have to learn not to hold the phone by its lower... View Details
- 25 Sep 2006
- Research & Ideas
How Software Platforms Revolutionize Business
You can't see them, but we've all used "software platforms" over the last few decades, whether they are embedded in the Windows operating system, a cell phone, or game machine. In a new book, the authors term software platforms... View Details
- 09 Jun 2015
- First Look
First Look: June 9, 2015
changed competitive environment the company faced in smartphones and mobile phones. The strategy shift would include transitioning Nokia's phone operating system to Microsoft Windows and closing View Details
Keywords: Sean Silverthorne
- 29 Aug 2017
- First Look
First Look at New Research and Ideas, August 29
consequences of correcting these erroneous beliefs. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53126 Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government By:... View Details
Keywords: Sean Silverthorne
- 03 Mar 2011
- Research & Ideas
HBS Faculty on Revolution in the Middle East and North Africa
declining. Banking and other financial services are now more important to the national economy. Security forces initially fired upon demonstrators, but withdrew after President Obama intervened with a phone call to the king. Some... View Details
- 24 Sep 2024
- Research & Ideas
Why Small Businesses Deserve More Credit
of 2,414 of those were randomly offered surprise expansions, while another 755 firms were not, serving as a control group. Companies that were offered increases were notified via phone or text. The increases did not affect borrowing... View Details