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      • September 2016 (Revised February 2017)
      • Case

      Angie's List: Ratings Pioneer Turns 20

      By: Robert J. Dolan and Ayelet Israeli
      In 1995, before people “googled” or “yelped,” Angela Hicks (HBS, 2000) was establishing her Angie’s List as a pioneer in the accumulation and dissemination of consumer rating information. Hicks focused on the home repair and maintenance market and, as she put it,... View Details
      Keywords: Pricing; Pricing Strategy; Services; Product Line Management; Growth; Conjoint Analysis; Market Research; Freemium; Growth Strategy; Two Sided Markets; Ecommerce; Platform; Platform Business; Platform Businesses; Platform Strategy; Platforms; Platforms And Ecosystems; Business Model; Internet and the Web; Business Growth and Maturation; Growth and Development Strategy; Price; Strategy; Digital Platforms; E-commerce; Service Industry; United States
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      Dolan, Robert J., and Ayelet Israeli. "Angie's List: Ratings Pioneer Turns 20." Harvard Business School Case 517-016, September 2016. (Revised February 2017.)
      • Fall 2016
      • Article

      How Do Customers Respond to Increased Service Quality Competition?

      By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
      When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide... View Details
      Keywords: Service Quality Competition; Retail Banks; Empirical Operations; Retention; Service Operations; Quality; Competition; Banking Industry; United States
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      Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607.
      • 2016
      • Book

      Managing in the Gray: Five Timeless Questions for Resolving Your Toughest Problems at Work

      By: Joseph L. Badaracco
      Part of a manager's job is making tough calls, and the hardest challenge can be resolving "gray area” problems—situations in which analysis of the numbers, facts, and data fails to provide a clear answer. Gray areas test not only managers’ skills but also their... View Details
      Keywords: Business or Company Management; Decision Choices and Conditions
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      Badaracco, Joseph L. Managing in the Gray: Five Timeless Questions for Resolving Your Toughest Problems at Work. Harvard Business Review Press, 2016.
      • September 2016 (Revised March 2017)
      • Module Note

      Strategy Execution Module 3: Using Information for Performance Measurement and Control

      By: Robert Simons
      This module reading explains how managers use information to control critical business processes and outcomes. The analysis begins by illustrating how managers use information to communicate goals and track performance. Then the focus turns to the choices that managers... View Details
      Keywords: Management Control Systems; Implementing Strategy; Strategy Execution; Organization Process; Feedback Model; Innovation; Uses Of Information; Big Data; Benchmarking; Decision Making; Information; Performance Evaluation; Analytics and Data Science
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      Simons, Robert. "Strategy Execution Module 3: Using Information for Performance Measurement and Control." Harvard Business School Module Note 117-103, September 2016. (Revised March 2017.)
      • August 2016 (Revised December 2016)
      • Module Note

      Strategy Execution Module 2: Building a Successful Strategy

      By: Robert Simons
      This module reading describes the basics of building a successful strategy. Topics in this module include a discussion of the distinction between corporate and business strategy; how to conduct a SWOT analysis of market dynamics and internal capabilities; the use of... View Details
      Keywords: Management Control Systems; Implementing Strategy; Strategy Execution; Business Strategy; Five Forces; Distinctive Capabilities; Emergent Strategy; Mission Statements; Strategy; SWOT Analysis; Competitive Advantage
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      Simons, Robert. "Strategy Execution Module 2: Building a Successful Strategy." Harvard Business School Module Note 117-102, August 2016. (Revised December 2016.)
      • August 2016 (Revised November 2019)
      • Supplement

      eSig: Growth Analysis

      By: Mark N. Roberge and Thomas R. Eisenmann
      eSig, an early-stage startup, offers an electronic signature application as a "freemium" product, i.e., users can upgrade from a free basic version to a premium version by paying a subscription fee. Using 9 months of data from 50,000 user activations, available as a... View Details
      Keywords: Esignature; Computer Software; Entrepreneurship; Business Startups; Management; Marketing Channels; Applications and Software; Computer Industry; United States
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      Roberge, Mark N., and Thomas R. Eisenmann. "eSig: Growth Analysis." Harvard Business School Spreadsheet Supplement 817-701, August 2016. (Revised November 2019.)
      • August 2016 (Revised November 2019)
      • Case

      eSig: Growth Analysis

      By: Mark Roberge and Tom Eisenmann
      eSig, an early-stage startup, offers an electronic signature application as a "freemium" product, i.e., users can upgrade from a free basic version to a premium version by paying a subscription fee. Using 9 months of data from 50,000 user activations (available as a... View Details
      Keywords: Esignature; Computer Software; Business or Company Management; Marketing Channels; Applications and Software; Business Startups; Computer Industry
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      Roberge, Mark, and Tom Eisenmann. "eSig: Growth Analysis." Harvard Business School Case 817-009, August 2016. (Revised November 2019.)
      • July 2016 (Revised January 2017)
      • Case

      Banking on Change: Aligning Culture and Compensation at Morgan Stanley

      By: Malcolm S. Salter
      This case study was prepared as part of a research project on Culture, Conduct, and Governance in Financial Firms. The objective of this project is to compare and contrast the efforts of U.S. and European banks to induce changes in organization culture in the aftermath... View Details
      Keywords: Business or Company Management; Corporate Accountability; Ethics; Organizational Culture; Corporate Governance; Banks and Banking; United States; Europe
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      Salter, Malcolm S. "Banking on Change: Aligning Culture and Compensation at Morgan Stanley." Harvard Business School Case 917-402, July 2016. (Revised January 2017.)
      • June 2016 (Revised March 2017)
      • Case

      Global Wine War 2015: New World Versus Old

      By: Christopher A. Bartlett and Sarah McAra
      This case contrasts the tradition-bound Old World wine industry with the market-oriented New World producers in the battle for the Chinese wine market in 2015. China’s wine consumption growth presented a large and fast-growing export target that was extremely... View Details
      Keywords: Competitive Advantage; Government Regulation; Industry Analysis; International Business; International Marketing; Market Entry; Exports; Business And Government Relations; China; Europe; France; Australia; Trade; Global Strategy; Governing Rules, Regulations, and Reforms; Consumer Behavior; Market Entry and Exit; Competition; Food and Beverage Industry; France; Europe; Australia; China
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      Bartlett, Christopher A., and Sarah McAra. "Global Wine War 2015: New World Versus Old." Harvard Business School Case 916-415, June 2016. (Revised March 2017.)
      • June 2016
      • Teaching Note

      Filene's Basement: Inside a Fired Customer's Relationship

      By: Jill Avery and Susan Fournier
      How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
      Keywords: CRM; Customer Profitability Analysis; Customer Lifetime Value; Consumer Behavior; Marketing; Marketing Strategy; Customer Focus and Relationships; Brands and Branding; Customer Relationship Management; Retail Industry; United States
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      Avery, Jill, and Susan Fournier. "Filene's Basement: Inside a Fired Customer's Relationship." Harvard Business School Teaching Note 316-184, June 2016.
      • 2017
      • Working Paper

      What Else Do Shareholders Want? Shareholder Proposals Contested by Firm Management

      By: Eugene F. Soltes, Suraj Srinivasan and Rajesh Vijayaraghavan
      Shareholder proposals provide investors an opportunity to exercise their decision rights within firms, but managers can seek permission from the Securities and Exchange Commission (SEC) to dismiss proposals. We find that managers seek to exclude 39% of all proposals... View Details
      Keywords: Voting; Business and Shareholder Relations
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      Soltes, Eugene F., Suraj Srinivasan, and Rajesh Vijayaraghavan. "What Else Do Shareholders Want? Shareholder Proposals Contested by Firm Management." Harvard Business School Working Paper, No. 16-132, May 2016. (Revised October 2017.)
      • 2015
      • Working Paper

      Staggered Boards and Shareholder Value: A Reply to Amihud and Stoyanov

      By: Alma Cohen and Charles C.Y. Wang
      In a paper published in the Journal of Financial Economics in 2013, we provided evidence that market participants perceive staggered boards to be on average value-reducing. In a recent response paper, Amihud and Stoyanov (2015) “contest” our results. They... View Details
      Keywords: Staggered Boards; Takeover Defense; Antitakeover Provision; Firm Value; Agency Costs; Delaware; Chancery Court; Airgas; Governing and Advisory Boards; Acquisition; Corporate Governance; Business and Shareholder Relations; Delaware
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      Cohen, Alma, and Charles C.Y. Wang. "Staggered Boards and Shareholder Value: A Reply to Amihud and Stoyanov." Harvard Business School Working Paper, No. 16-097, February 2016.
      • January 2016 (Revised April 2017)
      • Case

      The Galaxy Dividend Income Growth Fund's Option Investment Strategies

      By: W. Carl Kester
      This case is designed to provide an elementary introduction to options and option pricing for beginning finance students. Analysis of the case requires students to compare the prices of put and call options with various exercise prices and maturity dates on two... View Details
      Keywords: Options; Option Contract; Option Pricing; Derivatives; Mutual Funds; Call Options; Put Options; Stock Options; Risk and Uncertainty; Volatility; Financial Services Industry; United States
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      Kester, W. Carl. "The Galaxy Dividend Income Growth Fund's Option Investment Strategies." Harvard Business School Case 216-041, January 2016. (Revised April 2017.)
      • 2015
      • Working Paper

      Financial Patent Quality: Finance Patents After State Street

      By: Josh Lerner, Andrew Speen, Mark Baker and Ann Leamon
      In the past two decades, patents of inventions related to financial services ("finance patents"), as well as litigation around these patents, have surged. One of the repeated concerns voiced by academics and practitioners alike has been about the quality of these... View Details
      Keywords: Patents; Lawsuits and Litigation; Finance
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      Lerner, Josh, Andrew Speen, Mark Baker, and Ann Leamon. "Financial Patent Quality: Finance Patents After State Street." Harvard Business School Working Paper, No. 16-068, December 2015.
      • 2015
      • Chapter

      The Business Model: Nature and Benefits

      By: Ramon Casadesus-Masanell and John Heilbron
      This paper considers the nature of the business model and its strategic relevance to negotiations. We elaborate a substantive definition of the business model as decisions enforced by the authority of the firm; this definition enables the analysis of business models... View Details
      Keywords: Business Models; Value Capture; Value-Based Business Strategy; Ambivalent Value; Business Model; Value; Negotiation Deal
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      Casadesus-Masanell, Ramon, and John Heilbron. "The Business Model: Nature and Benefits." Chap. 1 in Business Models and Modelling. Vol. 33, edited by Charles Baden-Fuller and Vincent Mangematin. Advances in Strategic Management. Emerald Group Publishing, 2015.
      • October 2015 (Revised October 2016)
      • Case

      Building Watson: Not So Elementary, My Dear! (Abridged)

      By: Willy C. Shih
      This case is set inside IBM Research's efforts to build a computer that can successfully take on human challengers playing the game show Jeopardy! It opens with the machine named Watson offering the incorrect answer "Toronto" to a seemingly simple question during the... View Details
      Keywords: Analytics; Big Data; Business Analytics; Product Development Strategy; Machine Learning; Machine Intelligence; Artificial Intelligence; Product Development; AI and Machine Learning; Information Technology; Analytics and Data Science; Information Technology Industry; United States
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      Shih, Willy C. "Building Watson: Not So Elementary, My Dear! (Abridged)." Harvard Business School Case 616-025, October 2015. (Revised October 2016.)
      • 2015
      • Article

      Testing Strategy with Multiple Performance Measures: Evidence from a Balanced Scorecard at Store24

      By: Dennis Campbell, Srikant M. Datar, Susan L. Kulp and V.G. Narayanan
      We analyze balanced scorecard data from a convenience store chain, Store24, during the implementation of an innovative, but ultimately unsuccessful, strategy. Quarterly strategic reviews, based in part on the firm's balanced scorecard, led executives at Store24 to... View Details
      Keywords: Balanced Scorecard; Business Strategy; Retail Industry
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      Campbell, Dennis, Srikant M. Datar, Susan L. Kulp, and V.G. Narayanan. "Testing Strategy with Multiple Performance Measures: Evidence from a Balanced Scorecard at Store24." Journal of Management Accounting Research 27, no. 2 (2015): 39–65.
      • June 2015
      • Case

      The Valuation and Financing of Lady M Confections

      By: Mihir A. Desai and Elizabeth A. Meyer
      This case explores the decision-making process that small, private businesses must undertake when considering an expansion and when selling equity to outside investors. In the process, students are asked to complete two exercises: a break-even analysis and a valuation... View Details
      Keywords: Lady M; Bakery; Foodservice Industry; Breakeven Analysis; Restaurant Industry; Forecasting; Forecast; Financial Analysis; Borrowing and Debt; Corporate Finance; Equity; Financial Management; Financial Strategy; Finance; Food; Valuation; Food and Beverage Industry; New York (city, NY)
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      Desai, Mihir A., and Elizabeth A. Meyer. "The Valuation and Financing of Lady M Confections." Harvard Business School Case 215-047, June 2015.
      • June 2015
      • Supplement

      Generating Higher Value at IBM (A): EPS Forecasting Model

      By: Benjamin C. Esty and Scott Mayfield
      This case analyzes IBM's financial performance and its capital allocation decisions over a 10-year period from 2004-2013, during which IBM returned more than $140B to shareholders through a combination of dividends and share repurchases. During this time, CEO Sam... View Details
      Keywords: Dividends; Share Repurchases; Earnings Guidance; Financial Statement Analysis; Financial Ratios; Payout Policy; Earnings Per Share (EPS); Earnings Management; Change Management; Leadership; Transformation; Financial Strategy
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      Esty, Benjamin C., and Scott Mayfield. "Generating Higher Value at IBM (A): EPS Forecasting Model." Harvard Business School Spreadsheet Supplement 215-711, June 2015.
      • June 2015 (Revised September 2017)
      • Supplement

      Generating Higher Value at IBM

      By: Benjamin C. Esty and Scott Mayfield
      This case analyzes IBM's financial performance and its capital allocation decisions over a 10-year period from 2004-2013, during which IBM returned more than $140B to shareholders through a combination of dividends and share repurchases. During this time, CEO Sam... View Details
      Keywords: Dividends; Share Repurchases; Earnings Guidance; Financial Statement Analysis; Financial Ratios; Payout Policy; Earnings Per Share (EPS); Earnings Management; Change Management; Leadership; Transformation; Financial Strategy
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      Esty, Benjamin C., and Scott Mayfield. "Generating Higher Value at IBM." Harvard Business School Spreadsheet Supplement 215-710, June 2015. (Revised September 2017.)
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