Customer Value and Value Chain - Publications - Faculty & Research

21 Jul 2009
First Look

First Look: July 21

intensifying as HTC faced big name players such as Nokia, Apple, and Samsung Electronics. Many companies were offering their own application stores. What did HTC have to do to become a more powerful global brand? Where should HTC... View Details

Keywords: Martha Lagace

05 May 2009
First Look

First Look: May 5, 2009

must be nurtured and the transition to high growth must be managed. Once breakthrough innovations catch hold, growth must be funded and managed to exploit the full value of the... View Details

Keywords: Martha Lagace

08 Aug 2023
Research & Ideas

The Rise of Employee Analytics: Productivity Dream or Micromanagement Nightmare?

people analytics is on a trajectory of significant growth as more organizations see value in using employee data to make better decisions. The trickier question for companies will be how to use the information responsibly View Details

Keywords: by Ben Rand

13 Dec 2010
Research & Ideas

Managing the Support Staff Identity Crisis

accountability. Focused tightly on the bottom line, these companies don't know how to quantify the value of legacy functions, which often evolve into jobs that simply support those departments that drive the bottom line, such as sales.... View Details

Keywords: by Carmen Nobel

27 May 2009
First Look

First Look: May 27, 2009

on a farsighted version of strong dominance (cf., Roth and Postlewaite, 1977) if no individual is indifferent between his endowment and the endowment of someone else. Download the paper:... View Details

Keywords: Martha Lagace

23 Nov 2010
First Look

First Look: November 23

Abstract Because the market for online advertising is both new and fast-changing, participants experiment with all manner of variations. Should an advertiser's payment reflect the number of times an ad was shown, the number of times it... View Details

Keywords: Sean Silverthorne

21 Oct 2014
First Look

First Look: October 21

multiplier firms and megaprojects engaged in sustainability-related initiatives, we also explain the value of learning logic, in contrast to blueprint logic, for leading change for sustainability.... View Details

Keywords: Sean Silverthorne

26 Feb 2008
First Look

First Look: February 26, 2008

short term, but produces complementary effects in both the catalog and the online channels in the long term; the complementary effects, which are magnified in the online channel, more than overcome the initial losses in the catalog... View Details

Keywords: Martha Lagace

16 Apr 2007
Research & Ideas

Delivering the Digital Goods: iTunes vs. Peer-to-Peer

and the development of incremental tradeoffs towards radical moves to create new business models, new forms of satisfying needs that drastically reduce costs and/or raise value perceived by customers. One... View Details

Keywords: by Sean Silverthorne; Music

25 Apr 2017
First Look

First Look at New Research, April 25

be aware of the range of powerful, dynamic, and often conflicting forces shaping the emerging competitive environment. The globalization of markets, the increasing homogeneity of customer needs worldwide,... View Details

Keywords: Sean Silverthorne

02 Mar 2010
First Look

First Look: March 2

legal change applied). These reductions in agency costs were followed by an increase in average leverage and a reduction in interest costs. Finally, we can estimate the welfare implications of agency costs, because firm View Details

Keywords: Martha Lagace

27 May 2008
Sharpening Your Skills

Sharpening Your Skills: Thinking About Global

my foreign assests and resources be protected? Are Global Brands Effective? Why Global Brands Work Japanese automakers create single products and brands for worldwide consumption, while Ford View Details

11 Mar 2008
First Look

First Look: March 11, 2008

between customized and standardized approaches to care and challenges students to examine their preconceived notions of the social role of a health care delivery organization.... View Details

Keywords: Martha Lagace

06 Feb 2006
What Do You Think?

Should CEOs of Public Companies Offer Earnings Guidance?

amounts of internal energy go to 'making the quarter return' rather than serving the customer and building the future. Why did quarter returns develop in the first place?" Bill Hubbell added, "The... View Details

Keywords: by James Heskett; Financial Services

16 Jun 2003
Research & Ideas

Researchers Contribute Globalization of Markets Papers

bias blinds them to local issues. And companies often fail to adequately check the actions of their local managers. Standardized Products, Universal Values? Global Product Standardization? Although there is a general perception that... View Details

Keywords: by Working Knowledge editors

07 Oct 2008
First Look

First Look: October 7, 2008

online grocer to address this question. In general, we find that as the delay between order completion and delivery increases, grocery customers spend less, order a higher percentage of "should"... View Details

Keywords: Martha Lagace

08 Jan 2007
Research & Ideas

Who Rises to Power in American Business?

company to serve an affinity constituency was often the only choice for success in business. Q: How has that situation changed today? Do paths to power mirror trends and values in society at large? A: There... View Details

Keywords: by Sean Silverthorne

08 Jan 2001
What Do You Think?

Have We Extended the Boundaries of the Firm Too Far?

Summing Up "What we are looking at is a fundamental challenge to our assumptions about which corporate structures work," commented Daniel Hayes in response to the recent piece on the future bounds of the organization. Raman Julka was just as dramatic:... View Details

Keywords: by James Heskett

20 Mar 2012
First Look

First Look: March 20

personal and professional network across three continents. The case considers the steps he has taken to build and cultivate a network that creates value for himself View Details

Keywords: Sean Silverthorne

November 1995 (Revised March 2004)
Case

Massachusetts General Hospital: CABG Surgery (A)

By: Steven C. Wheelwright and James Weber

A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided. View Details