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- All HBS Web
(11,305)
- Faculty Publications (1,490)
- 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
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- December 2009 (Revised June 2011)
- Case
Curt Schilling's Next Pitch
By: Noam T. Wasserman, Jeffrey J. Bussgang and Rachel Gordon
As his major-league pitching career was starting to wind down in 2006, baseball all-star Curt Schilling decided to become an entrepreneur. Looking to focus his tenacity and his passion for online role-playing games on a new challenge, he founded an online gaming... View Details
Keywords: Mergers and Acquisitions; Business Startups; Decision Choices and Conditions; Entrepreneurship; Financing and Loans; Leadership; Personal Development and Career; Groups and Teams; Video Game Industry
Wasserman, Noam T., Jeffrey J. Bussgang, and Rachel Gordon. "Curt Schilling's Next Pitch." Harvard Business School Case 810-053, December 2009. (Revised June 2011.)
- December 2009
- Article
Closing the Customer Feedback Loop
By: Rob Markey, Fred Reichheld and Andreas Dullweber
Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details
Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain
Markey, Rob, Fred Reichheld, and Andreas Dullweber. "Closing the Customer Feedback Loop." Harvard Business Review 87, no. 12 (December 2009): 43–47.
- November 2009 (Revised December 2009)
- Case
DaChan Food (Asia) in China
By: Ray A. Goldberg and David Lane
DaChan Food in China is providing leadership in the quality, health, and environmental needs of the Chinese consumer as poultry consumption increases there. Continuing to provide that leadership as global and national competition increase becomes more and more... View Details
- November 2009 (Revised March 2010)
- Case
Managing Drugs on the Forefront of Personalized Medicine: The Erbitux and Vectibix Story
By: Richard G. Hamermesh, Raju Kucherlapati and Rachel Gordon
In May 2007, Amgen Inc. (Amgen) received disappointing news from the European Medicines Agency (EMEA) that its drug Vectibix, developed to fight metastatic colorectal cancer, had been rejected. This was especially surprising news given that a similar rival drug had... View Details
Keywords: Entrepreneurship; Governing Rules, Regulations, and Reforms; Health Testing and Trials; Marketing Strategy; Product Positioning; Genetics; Biotechnology Industry; Europe; United States
Hamermesh, Richard G., Raju Kucherlapati, and Rachel Gordon. "Managing Drugs on the Forefront of Personalized Medicine: The Erbitux and Vectibix Story." Harvard Business School Case 810-066, November 2009. (Revised March 2010.)
- November 2009 (Revised October 2010)
- Case
AME Learning Inc.
By: Thomas R. Eisenmann and Ann Leamon
Justin Joffe is about to graduate from HBS in Spring 2009. He must decide whether to join his father's company, Toronto-based AME Learning, as president working alongside his father who will be CEO. AME has been in business for 12 years, mostly as a small consulting... View Details
Keywords: Business Model; Family Business; Age; Private Equity; Financing and Loans; Growth and Development Strategy; Family and Family Relationships
Eisenmann, Thomas R., and Ann Leamon. "AME Learning Inc." Harvard Business School Case 810-065, November 2009. (Revised October 2010.)
- November – December 2009
- Article
Learning by Design: Developing an Engine for Transforming Your Company
By: Michael Beer and Magnus Finnstrom
Traditional leadership development programs often fail to achieve the desired results because they don't focus on learning linked to the company's business strategy and the real day-to-day challenges facing managers. The experience of Sweden-based industrial... View Details
Keywords: Leadership Development; Programs; Learning; Failure; Business Strategy; Organizations; Transformation; Problems and Challenges; Design; Sweden
Beer, Michael, and Magnus Finnstrom. "Learning by Design: Developing an Engine for Transforming Your Company." Leadership in Action (November–December 2009).
- November 2009
- Supplement
Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)
By: Tsedal Neeley
This case updates students on the steps Greg James took to solve the problems that instigated the crisis documented in “Managing a Global Team: Greg James at Sun Microsystems, Inc. (A).” We find out how James solves the process problems involved in his team's breakdown... View Details
Keywords: Customer Satisfaction; Globalized Firms and Management; Crisis Management; Service Delivery; Business Processes; Performance Productivity; Groups and Teams; Technology Industry
Neeley, Tsedal. "Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)." Harvard Business School Supplement 410-020, November 2009.
- October 2009
- Case
Medisys Corp.: The IntensCare Product Development Team
By: Anne Donnellon and Joshua D. Margolis
Key topics include designing teams, managing teams, managing conflict, group dynamics, project management, product development, interdepartmental relations, and organizational change. MediSys, a U.S.-based medical equipment maker, has been developing IntensCare, a new... View Details
Keywords: Project Management; Interdepartmental Relations; Organizational Change; Leadership; Conflict Management; Interpersonal Communication; Groups and Teams; Product Design; Product Development; Organizational Change and Adaptation; Health Care and Treatment; Power and Influence; Medical Devices and Supplies Industry; United States
Donnellon, Anne, and Joshua D. Margolis. "Medisys Corp.: The IntensCare Product Development Team." Harvard Business School Brief Case 094-059, October 2009.
- October 2009 (Revised April 2021)
- Case
Ingrid Johnson and Nedbank Business Banking
By: Michael Tushman and David Kiron
This case discusses the issue of leading change at the business banking division of Nedbank, a prominent South African bank, between 2005 and 2009. (This timeframe, beginning just 11 years after Apartheid's end, covers Ingrid Johnson's leadership of this division... View Details
Keywords: Leadership And Change Management; Leadership; Leading Change; Banks and Banking; Organizational Culture; Organizational Structure; Change Management; Leadership Style; Banking Industry; South Africa
Tushman, Michael, and David Kiron. "Ingrid Johnson and Nedbank Business Banking." Harvard Business School Case 410-003, October 2009. (Revised April 2021.)
- October 2009 (Revised June 2011)
- Case
Zappos.com 2009: Clothing, Customer Service, and Company Culture
By: Frances X. Frei, Robin J. Ely and Laura Winig
On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies.... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Decision Choices and Conditions; Governing and Advisory Boards; Service Delivery; Organizational Culture; Internet and the Web; Valuation; Apparel and Accessories Industry; Retail Industry
Frei, Frances X., Robin J. Ely, and Laura Winig. "Zappos.com 2009: Clothing, Customer Service, and Company Culture." Harvard Business School Case 610-015, October 2009. (Revised June 2011.)
- September 2009 (Revised October 2010)
- Case
Elkay Plumbing Products Division
By: Robert S. Kaplan
The vice president of sales learns that the most profitable 1% of the division's customers generate 100% of profits, and that two of the division's largest customers lose 50% of profits. The division has just finished a project to install a time-driven activity-based... View Details
Keywords: Activity Based Costing and Management; Profit; Management Systems; Consumer Products Industry; Industrial Products Industry
Kaplan, Robert S. "Elkay Plumbing Products Division." Harvard Business School Case 110-007, September 2009. (Revised October 2010.)
- September 14, 2009
- Article
The Lessons of Lehman: Do the Opposite
By: Michael Beer
Keywords: Learning
Beer, Michael. "The Lessons of Lehman: Do the Opposite." Forbes.com (September 14, 2009).
- September 8, 2009
- Article
The New Governance Paradigm
By: Nathaniel Foote and Michael Beer
Boards members of failed banks in 2008 or of the many companies like Enron who were caught up in scandals are by and large honorable, well intentioned, and competent people. So what went wrong and what can be done about it. This article argues that the problem lies in... View Details
Keywords: Corporate Governance; Competency and Skills; Banks and Banking; Failure; Goals and Objectives; Leadership; Management Practices and Processes; Ethics; Performance; Governing and Advisory Boards; Crime and Corruption
Foote, Nathaniel, and Michael Beer. "The New Governance Paradigm." Directorship (September 8, 2009).
- September 2009
- Article
A Detailed Analysis of the Reduction Mammaplasty Learning Curve: A Statistical Process Model for Approaching Surgical Performance Improvement
By: Matthew Carty MD, Rodney Chan, Robert S. Huckman, Daniel C. Snow and Dennis Orgill
Background: The increased focus on quality and efficiency improvement within academic surgery has met with variable success among plastic surgeons. Traditional surgical performance metrics, such as morbidity and mortality, are insufficient to improve the... View Details
Keywords: Experience and Expertise; Health Care and Treatment; Medical Specialties; Outcome or Result; Performance Efficiency; Performance Improvement
Carty, Matthew, MD, Rodney Chan, Robert S. Huckman, Daniel C. Snow, and Dennis Orgill. "A Detailed Analysis of the Reduction Mammaplasty Learning Curve: A Statistical Process Model for Approaching Surgical Performance Improvement." Plastic and Reconstructive Surgery 124, no. 3 (September 2009): 706–714.
- September 2009 (Revised September 2010)
- Case
Genzyme Center (A)
By: Michael W. Toffel and Aldo Sesia
Genzyme Corporation is in the midst of planning its new corporate headquarters, which incorporates many innovative green building features. After learning that the building as planned would likely earn a LEED Silver rating, an intermediate score in the LEED green... View Details
Keywords: Green Building; LEED Rating System; Economic And Environmental Performance; Program Evaluation And Assessment; Tradeoffs Between Process- And Performance Standards; Buildings and Facilities; Business Headquarters; Governing Rules, Regulations, and Reforms; Standards; Corporate Social Responsibility and Impact; Performance Improvement; Environmental Sustainability; Pollutants; Green Technology Industry
Toffel, Michael W., and Aldo Sesia. "Genzyme Center (A)." Harvard Business School Case 610-008, September 2009. (Revised September 2010.)
- September 2009 (Revised December 2009)
- Supplement
Genzyme Center (B)
By: Michael W. Toffel and Aldo Sesia
Genzyme Corporation is in the midst of planning its new corporate headquarters, which incorporates many innovative green building features. After learning that the building as planned would likely earn a LEED Silver rating, an intermediate score in the LEED green... View Details
Keywords: Environmental Sustainability; Corporate Social Responsibility and Impact; Standards; Cost vs Benefits; Biotechnology Industry; Construction Industry; Real Estate Industry; Green Technology Industry
Toffel, Michael W., and Aldo Sesia. "Genzyme Center (B)." Harvard Business School Supplement 610-009, September 2009. (Revised December 2009.)
- September 2009 (Revised December 2009)
- Supplement
Genzyme Center (C)
By: Michael W. Toffel and Aldo Sesia
Genzyme Corporation is in the midst of planning its new corporate headquarters, which incorporates many innovative green building features. After learning that the building as planned would likely earn a LEED Silver rating, an intermediate score in the LEED green... View Details
Keywords: Environmental Sustainability; Corporate Social Responsibility and Impact; Standards; Cost vs Benefits; Biotechnology Industry; Construction Industry; Real Estate Industry; Green Technology Industry
Toffel, Michael W., and Aldo Sesia. "Genzyme Center (C)." Harvard Business School Supplement 610-010, September 2009. (Revised December 2009.)
- Article
Optimal Taxation in Theory and Practice
By: N. Gregory Mankiw, Matthew C. Weinzierl and Danny Yagan
We highlight and explain eight lessons from optimal tax theory and compare them to the last few decades of OECD tax policy. As recommended by theory, top marginal income tax rates have declined, marginal income tax schedules have flattened, redistribution has risen... View Details
Mankiw, N. Gregory, Matthew C. Weinzierl, and Danny Yagan. "Optimal Taxation in Theory and Practice." Journal of Economic Perspectives 23, no. 4 (Fall 2009): 147–174.
- September 2009
- Article
The Technology Manager's Journey: An Extended Narrative Approach to Educating Technical Leaders
By: Robert D. Austin, Richard L. Nolan and Shannon O'Donnell
Technology management poses particular challenges for educators because it requires a facility with different kinds of knowledge and wide-ranging learning abilities. We report on the development and delivery of an information technology (IT) management course designed... View Details
Keywords: Information Technology; Management; Knowledge Use and Leverage; Business Education; Multinational Firms and Management; Entertainment; Communication; Curriculum and Courses; Framework; Design; Goals and Objectives; Learning; Information Technology Industry
Austin, Robert D., Richard L. Nolan, and Shannon O'Donnell. "The Technology Manager's Journey: An Extended Narrative Approach to Educating Technical Leaders." Academy of Management Learning & Education 8, no. 3 (September 2009).