Publications

Teaching Note for (9-502-031). View Details

Keywords: Telecommunications Industry; Japan

October 2000 (Revised March 2001)
Case

BizRate.com

BizRate is a market research firm that collects point-of-purchase customer feedback data from retailing merchants. It then makes its findings available to consumers in the form of "BizRate star ratings," which are displayed on its website. To date, its primary revenue... View Details

Keywords: Business Education; Marketing Channels; Internet and the Web; Customer Relationship Management; Trust; Business Model; Marketing Strategy; Internet and the Web; Business Divisions; Debates; Retail Industry

January 2007
Class Lecture

Brand Positioning (FSS)

Keywords: Brands and Branding; Product Positioning

July 2004 (Revised March 2006)
Teaching Note

Vans: Skating on Air (TN)

Teaching Note to (9-502-077). View Details

Keywords: Apparel and Accessories Industry

January 2000
Teaching Note

Autobytel.com (TN)

Teaching Note for (9-500-015). View Details

Keywords: Auto Industry

March 2006 (Revised March 2006)
Teaching Note

Cabo San Viejo: Rewarding Loyalty (TN)

December 2005 (Revised March 2006)
Module Note

Rethinking Customer Satisfaction

Outlines the structure and content of a six-session module that explores the negative dynamics that can result when firm profitability becomes disconnected from customer satisfaction. View Details

Keywords: Customer Satisfaction

November 2005 (Revised February 2006)
Module Note

Rethinking Branding

The classical branding paradigm assumes that brands should be built to last and that the role of the brand manager is to protect the long-term sustainability of the brand. Outlines the structure and content of an eight-session module that offers a more expansive... View Details

Keywords: Brands and Branding

October 2005
Supplement

Aqualisa Quartz: Harry Rawlinson (DVD)

Keywords: Construction Industry

August 2002 (Revised August 2003)
Case

Electronic Arts Introduces The Sims Online

Electronic Arts (EA), the world's largest independent game publisher, is preparing to launch an online, subscription-based version of the most popular PC game in history: The Sims. The new game is called "The Sims Online" and it differs from the original game in two... View Details

Keywords: Fair Value Accounting; Decision Making; Price; Product Launch; Market Entry and Exit; Internet; Entertainment and Recreation Industry

August 2001
Case

Charmed Technology

Charmed Technology, a California start-up known primarily for its high-profile fashion shows featuring "wearable" computers, has just released its first product. The "CharmIT" is being billed as the world's first affordable, wearable computer for consumers. The key... View Details

Keywords: Entrepreneurship; Resignation and Termination; Technological Innovation; Marketing Strategy; Product Development; Luxury; Information Infrastructure; Value Creation; Computer Industry; Fashion Industry

March 1999 (Revised January 2000)
Background Note

Network Technology and the Role of Intermediaries

Outlines some of the ways network technology is changing the role of intermediaries in the market. View Details

Keywords: Technology Networks

March 1999 (Revised January 2000)
Background Note

Interactive Technologies and Relationship Marketing Strategies

Outlines the role of interactive technologies in the development of relationship marketing strategies. View Details

Keywords: Marketing Strategy; Customer Relationship Management; Technology

April 2004 (Revised June 2004)
Teaching Note

Starbucks: Delivering Customer Service (TN)

By: Youngme E. Moon and John A. Quelch

Teaching Note to (9-504-016). View Details

Keywords: Customer Relationship Management; Food and Beverage Industry

1998
Working Paper

Are People Polite to Computers? Responses to Computer-Based Interviewing Systems

By: Clifford Nass, Youngme Moon and Paul Carney

2024
Working Paper

Patent Hunters

By: Lauren Cohen, Umit Gurun, Katie Moon and Paula Suh

Analyzing millions of patents granted by the USPTO between 1976 and 2020, we find a pattern where specific patents only rise to prominence after considerable time has passed. Amongst these late-blooming influential patents, we show that there are key players (patent... View Details

Keywords: Patents; Product Launch; Product; Innovation and Invention

Read Now

February 2022
Case

Paul Polman

By: Elizabeth A. Keenan, Youngme Moon and Susie Ma

Over his 40-year career, Paul Polman had led some of the world’s largest consumer goods companies, making his biggest mark as CEO of Unilever—a multi-national corporation that produced everything from soap to soup. Polman was also well-regarded as a leader in corporate... View Details

Keywords: Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Leadership; Corporate Accountability; Personal Development and Career; Corporate Social Responsibility and Impact; Ethics; Values and Beliefs; Social Issues; Philanthropy and Charitable Giving

June 2007
Article

Companies and the Customers Who Hate Them

By: Gail McGovern and Youngme Moon

Keywords: Customers; Business Ventures

08 Jun 2010
First Look

First Look: June 8

http://cb.hbsp.harvard.edu/cb/web/product_detail.seam?R=1057-HBK-ENG&conversationId=262835&E=1462 Different: Escaping the Competitive Herd Author:Youngme Moon Publication:Crown Business/Random House, 2010 Abstract Every few years... View Details

Keywords: Martha Lagace

1999
Working Paper

Machines and Mindlessness: Social Responses to Computers

By: Clifford Nass and Youngme Moon