Publications

Find at Harvard

07 Mar 2016
Working Paper Summaries

Net Neutrality: A Fast Lane to Understanding the Trade-offs

Keywords: by Shane Greenstein, Martin Peitz, and Tommaso Valletti; Media & Broadcasting; Technology; Telecommunications

March 2002
Background Note

Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce

Illustrates how various elements in a customer's encounter with Internet services relying on physical service (labor-intensive customer support and/or logistics) affect one another. Presents a framework that suggests: 1) that improving service quality in specific... View Details

Keywords: Internet and the Web; Service Delivery; Performance Efficiency; Performance Effectiveness; Service Industry

10 Apr 2006
Research & Ideas

Lessons from the Browser Wars

simplified access to the online world, transforming the Internet from a communications vehicle for academics into a mass consumer phenomenon. At the same time, the growing usefulness of the View Details

Keywords: by Sara Grant; Computer; Consumer Products; Technology

June 2018
Article

Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged

By: Clarence Lee, Elie Ofek and Thomas Steenburgh

We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across... View Details

Keywords: Customer Engagement; Adoption Routes; Word-of-Mouth; Digital Marketing; Bayesian Estimation; Customers; Communication; Consumer Behavior; Marketing; Internet and the Web; Analytics and Data Science

Find at Harvard

May 2000 (Revised November 2001)
Case

Sothebys.com

Sotheby's has taken 50% of its business by volume to the Internet. How do the economics change? How do logistics and customer support needs change? What leverage does the Internet provide this established bricks-and-mortar auction house? View Details

Keywords: Organizational Change and Adaptation; Internet and the Web; Auctions

15 Apr 2016
News

First African American Woman to Receive Harvard MBA Talks Power of Persistence, Resilience, and Courage

ride the half mile from their Radcliffe College dorm. A graduate of Howard University who was rejected on her first try applying to HBS (she freely admits she wasn’t adequately prepared), Lambert went on to a long and successful career as... View Details

Keywords: Management of Companies and Enterprises; Management of Companies and Enterprises

November 1999
Case

net.Genesis, Inc.

By: Robert J. Dolan, Rajiv Lal and Perry Fagan

Net.Genesis is planning a strategy for the developing Internet market. In particular, it is creating the category of e-business intelligence and striving to be the brand leader in it. View Details

Keywords: Emerging Markets; Strategic Planning; Expansion; Brands and Branding; Knowledge Use and Leverage; Marketing Communications; Internet and the Web; Change Management

04 Feb 2022
Blog Post

Learning from the Entrepreneurs-in-Residence as a Harvard MS/MBA Student

there are an infinite number of ways to spend your time learning – each equally compelling but vastly unique and tailored to various learning styles. One of the most powerful ways View Details

January 2009
Case

Microsoft's Search

By: Jan W. Rivkin and Eric J. Van den Steen

In 2008, executives at Microsoft must decide how to compete against Google in the market for Internet search and advertising. The case describes how Microsoft has responded to a set of competitive threats in the past, how Google has gained a dominant position in... View Details

Keywords: Digital Marketing; Competitive Strategy; Internet and the Web; United States

27 Mar 2014
Video

Listening at Four Levels

09 Jul 2018
Research & Ideas

Overcoming the Challenges of Selling Brand New Technology (Hey, Need a 3-D Printer?)

SeventyFour Few phrases in business are more seductive than the one attributed to Ralph Waldo Emerson in the 19th century: “Build a better mousetrap and the world will beat a path to your door.” Unless, of course, what you are selling is... View Details

Keywords: by Michael Blanding; Technology; Consumer Products; Electronics; Industrial Products; Information Technology; Manufacturing; Medical Devices & Supplies; Retail

June 1996 (Revised April 2003)
Case

AeroTech Service Group, Inc.

AeroTech Service Group uses Internet protocols and other advanced computing technologies to interconnect the IS networks of McDonnell-Douglas Aerospace with many of its customers, suppliers, and other partners. The case discusses AeroTech's product and explores options... View Details

Keywords: Internet and the Web; Information Technology; Information Technology Industry; Air Transportation Industry

28 Mar 2013
News

Is the U.S. Manufacturing Renaissance Real?

Profile

Danny Cho

Why was earning your MBA at HBS important to you? Three years ago, I made the difficult decision to leave the US Army and enter the private sector. An MBA was a natural next step because I needed the business skills and credibility, but HBS was the right next step... View Details

Keywords: Nonprofit / Government

May 2009
Exercise

Mapping Your Network

By: David A. Thomas

This exercise is designed to help students and professionals map their professional networks and identify areas of strength and weakness in their networks. "Network" refers to the set of relationships that is critical to someone's ability to learn new skills and... View Details

Keywords: Competency and Skills; Strength and Weakness; Personal Development and Career; Groups and Teams; Social and Collaborative Networks

June 2000
Case

Hollydazzle.com

This case describes the unique underlying economics of a start-up Internet retailing company. It highlights the fact that costs in that setting have a component that varies with volume and thus seriously impacts profitability. View Details

Keywords: Cost Accounting; Internet and the Web; Business Startups; Retail Industry