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Show Results For
- All HBS Web
(4,387)
- People (11)
- News (977)
- Research (2,789)
- Events (5)
- Multimedia (11)
- Faculty Publications (1,703)
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- July 2003 (Revised April 2011)
- Case
Singapore Airlines: Customer Service Innovation
By: Rohit Deshpande and Hal Hogan
The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details
Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore
Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
- 2012
- Chapter
Is Private Equity in Emerging Markets Coming of Age?: Evidence of the Mexican Private Equity Market
By: Roberto Charvel and Darek Klonowski
This chapters reviews the potential of the private equity and alternative assets industry in Mexico. View Details
Keywords: Private Equity; Emerging Markets; Latin America; Mexico; Entrepreneurial Finance; Business Ventures; Economics; Finance; Market Design; Financial Services Industry; Latin America; Mexico
Charvel, Roberto, and Darek Klonowski. "Is Private Equity in Emerging Markets Coming of Age? Evidence of the Mexican Private Equity Market." Chap. 22 in Private Equity in Emerging Markets: The New Frontiers of International Markets, edited by Darek Klonowski. Palgrave Macmillan, 2012.
- October 1996 (Revised April 1998)
- Case
Mobil USM&R (D): Gasoline Marketing
By: Robert S. Kaplan
Mobil US Marketing & Refining has shifted from a centralized staff-driven organization to decentralized business-units. Staff functions now must negotiate service agreements with a buyer's committee consisting of representatives from the profit-center business units.... View Details
Keywords: Balanced Scorecard; Management Teams; Human Resources; Agreements and Arrangements; Organizational Change and Adaptation; Customers; Situation or Environment; Business Units; Energy Industry; Mining Industry; United States
Kaplan, Robert S. "Mobil USM&R (D): Gasoline Marketing." Harvard Business School Case 197-028, October 1996. (Revised April 1998.)
- December 1992 (Revised November 1994)
- Case
Becton Dickinson Division: Marketing Organization
By: Frank V. Cespedes
The marketing director for the largest division of a health care products company is reviewing the structure and staffing of the division's marketing organization. The division has authorization to hire an additional marketing manager. Hence, the immediate case... View Details
Keywords: Business Conglomerates; Health Care and Treatment; Human Resources; Recruitment; Selection and Staffing; Managerial Roles; Product Marketing; Measurement and Metrics; Organizational Structure; Strategy; Consumer Products Industry; Health Industry
Cespedes, Frank V. "Becton Dickinson Division: Marketing Organization." Harvard Business School Case 593-070, December 1992. (Revised November 1994.)
- June 2006 (Revised September 2006)
- Case
Euronext.liffe and the Over-the-Counter Derivatives Market (A)
Euronext.liffe, a derivatives trading exchange, had just finished rolling out three new services targeted at the over-the-counter (OTC) market in 2004. The services offered automated confirmation and clearing for OTC equity derivatives. Yet, developments in the... View Details
Keywords: Value Creation; Product Positioning; Competition; Financial Markets; Network Effects; Cooperation
Cantillon, Estelle S. "Euronext.liffe and the Over-the-Counter Derivatives Market (A)." Harvard Business School Case 706-515, June 2006. (Revised September 2006.)
- March 2013 (Revised October 2013)
- Supplement
Integrated Services at Jones Lang LaSalle (2005) (B)
By: Ranjay Gulati and Luciana Silvestri
This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2001 and 2005. Faced with the need to deliver integrated services to corporate clients in 2001, JLL created Corporate Solutions, a group that aimed to draw... View Details
Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America
Gulati, Ranjay, and Luciana Silvestri. "Integrated Services at Jones Lang LaSalle (2005) (B)." Harvard Business School Supplement 113-115, March 2013. (Revised October 2013.)
- December 1996 (Revised July 2002)
- Background Note
Note on Marketing and the Internet
By: John A. Deighton, Alison Berkley and John Barabino
The World Wide Web is new, a comprehensive marketing environment. It is a medium for direct marketing, for retailing and distribution, for the delivery of service and product elements, for marketing research, and even for posting and testing prices. This note explores... View Details
Deighton, John A., Alison Berkley, and John Barabino. "Note on Marketing and the Internet." Harvard Business School Background Note 597-037, December 1996. (Revised July 2002.)
- September 2018
- Case
ProdEng: Services for Oil & Gas Extraction
By: Frank V. Cespedes, Maria Fernanda Miguel and Mariana Cal
ProdEng is a venture created as part of a PE fund and provides oil field services in Argentina. In 2016, an industry-wide unforeseen oil and gas demand slump drove ProdEng’s average service rates down by more than 37%, with EBITDA margins falling from 50% to 24% in the... View Details
Cespedes, Frank V., Maria Fernanda Miguel, and Mariana Cal. "ProdEng: Services for Oil & Gas Extraction." Harvard Business School Case 819-003, September 2018.
- June 2002 (Revised July 2002)
- Case
NTT DoCoMo: Marketing i-mode
By: Youngme E. Moon
i-mode is a wireless Internet service offered in Japan by NTT DoCoMo. In just three years, the service has won over 30 million subscribers and achieved a 60% share of Japan's mobile Internet market, making it the most successful mobile data service in the world. It is... View Details
Keywords: Price; Marketing; Marketing Channels; Market Entry and Exit; Market Participation; Success; Competition; Internet and the Web; Technology Adoption; Mobile and Wireless Technology; Telecommunications Industry; Japan
Moon, Youngme E. "NTT DoCoMo: Marketing i-mode." Harvard Business School Case 502-031, June 2002. (Revised July 2002.)
- 05 Feb 2009
- Research & Ideas
In Praise of Marketing
most countries, there are strong local brands reflecting local tastes that coexist alongside global brands.” Marketing by producers to consumers is as old as the bazaar. But modern marketing is more than... View Details
- April 2008
- Teaching Note
New Service Design Exercise (TN)
By: Frances X. Frei
Teaching Note for [605053]. View Details
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
School. A book excerpt follows. Sarah Jane Gilbert: Your book focuses on how companies can profit, regardless of market conditions, by immersing themselves in the lives of their customers. Please describe the business model of looking... View Details
- December 12, 2023
- Article
Prices for Common Services at Quaternary vs Nonquaternary Hospitals
By: Brandon W. Yan, Maximilian J. Pany and Leemore S. Dafny
Using commercial health insurance claims data from 2017-2019, we assessed whether quaternary hospitals charged higher prices for common, unspecialized services also offered by nonquaternary hospitals. We found quaternary-hospital price premiums of 8.2 percent, on... View Details
Yan, Brandon W., Maximilian J. Pany, and Leemore S. Dafny. "Prices for Common Services at Quaternary vs Nonquaternary Hospitals." JAMA, the Journal of the American Medical Association 330, no. 22 (December 12, 2023): 2211–2213.
- January–February 2019
- Article
Cracking Frontier Markets
By: Clayton M. Christensen, Efosa Ojomo and Karen Dillon
Executive Summary:
With emerging-market giants such as Brazil, Russia, India, and China experiencing slowdowns, investors, entrepreneurs, and multinationals are looking elsewhere. They’ve been eyeing frontier economies such as Nigeria and Pakistan with great... View Details
With emerging-market giants such as Brazil, Russia, India, and China experiencing slowdowns, investors, entrepreneurs, and multinationals are looking elsewhere. They’ve been eyeing frontier economies such as Nigeria and Pakistan with great... View Details
Keywords: Emerging Markets; Market Entry and Exit; Growth and Development Strategy; Demand and Consumers; Innovation and Invention; Development Economics
Christensen, Clayton M., Efosa Ojomo, and Karen Dillon. "Cracking Frontier Markets." Harvard Business Review 97, no. 1 (January–February 2019): 90–101.
- July 2025
- Teaching Note
Greenwood Online: A Fin-Tech Service for Culture and Community
By: James Riley and Bernal Cortés
In 2020, Ryan Glover and Paul Judge launched Greenwood, a fintech startup designed to counter systemic racial discrimination in the American banking ecosystem by offering accessible financial services tailored to Black and Brown communities, but available to all.... View Details
- 18 Mar 2009
- Research & Ideas
Marketing After the Recession
involuntarily, since the recession began; but at least you're still in business. “Consumers are looking at your products and services through new lenses.” Now, you are waiting for the recovery, the chance to again have some fun and make... View Details
- October 2001 (Revised February 2002)
- Case
Nasdaq Japan: E-Merging Markets
By: Lynda M. Applegate and Kristin M. Kohler
Describes the design and launch of Nasdaq Japan. Addresses issues concerning the design of electronic markets, the impact of information technology on market structures and relationships, the launch of new ventures by established firms, and the cultural issues that... View Details
Keywords: Entrepreneurship; Financial Markets; Technological Innovation; Management; Industry Structures; Competitive Strategy; Information Technology; Internet and the Web; Financial Services Industry; Financial Services Industry; Japan
Applegate, Lynda M., and Kristin M. Kohler. "Nasdaq Japan: E-Merging Markets." Harvard Business School Case 802-056, October 2001. (Revised February 2002.)
- December 2016
- Article
Corporate Sponsorship in Culture—A Case of Collaborative Marketing by a Global Bank and a Major Art Museum
By: Ragnar Lund and Stephen A. Greyser
This paper examines cultural sponsorship from a partnership perspective. It studies the collaboration between two international institutions, a bank and a museum, and their value co-creation with customers and audiences. This in-depth case study of a sponsorship... View Details
Keywords: Sponsorship; Co-marketing; Partnerships; International Marketing; Arts Marketing; Relationship Marketing; Museums; Resource Integration; Marketing; Partners and Partnerships; Financial Institutions; Arts
Lund, Ragnar, and Stephen A. Greyser. "Corporate Sponsorship in Culture—A Case of Collaborative Marketing by a Global Bank and a Major Art Museum." Journal of Business and Policy Research 11, no. 2 (December 2016): 156–177.
- 07 Jan 2002
- Research & Ideas
How Marketing Can Reduce Worldwide Poverty
On the face of it, social marketing is a cinch. Here's one scenario. You as a marketer want people who are living in poverty to take better care of their health. So, given your profession, what do you do?... View Details
Keywords: by Martha Lagace