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  • June 2012
  • Case

PV Technologies, Inc.: Were They Asleep at the Switch?

By: Frank V. Cespedes and Diane Badame
PV Technologies, Inc. is an industry-leading manufacturer of photovoltaic inverters used to convert the direct current output of solar panels into alternating current for the commercial power grid. In conjunction with a request for proposal, the company's largest... View Details
Keywords: Marketing Strategy; Customer Relationship Management; Competitive Strategy; Product Marketing; Energy Industry; Technology Industry; United States
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  • March 2011
  • Case

Semiconductor Manufacturing International Company in 2011

By: Willy Shih and Jia Cheng
When David Wang took over as the CEO of SMIC, he knew that if he was to capitalize on the company's strategic location in the China market, he would have to transform the company mindset and its operating structure from its roots in the manufacturing of DRAMs to the... View Details
Keywords: Growth and Development Strategy; Resource Allocation; Market Entry and Exit; Business Processes; Organizational Change and Adaptation; Organizational Culture; Customization and Personalization; Semiconductor Industry; China
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  • February 2018
  • Case

Qualtrics (A)

By: Doug J. Chung and James M. Lattin
Qualtrics was an online survey research platform and since the beginning, the company had relied entirely on an inside sales model—sales done remotely without face-to-face contact with clients. The low-cost inside sales model, along with an emphasis on a strong sales... View Details
Keywords: Sales Strategy; Inside Sales Model; Sales; Strategy; Growth and Development Strategy; Organizational Change and Adaptation
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  • 08 Jan 2008
  • First Look

First Look: January 8, 2008

of options in the future and their subsequent revealed preferences over those options. Using a novel panel data set, we analyze the film rental and return patterns of a sample of online DVD rental customers over a period of four months.... View Details
Keywords: Martha Lagace
  • July 2013 (Revised January 2014)
  • Case

Experience! The Finger Lakes: The Groupon Partnership Decision

By: Lynda M. Applegate, Chekitan S. Dev, Gabriele Piccoli and Arnold B. Peinado
In 2010, Experience! The Finger Lakes (ExperienceFLX), a tour operator offering guided tours and concierge services in the Finger Lakes region of New York State, was at a crossroads. The business was poised for growth, and its owners, Laura and Alan Falk, were... View Details
Keywords: Marketing Strategy; Social Marketing; United States
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  • November 2000 (Revised May 2002)
  • Case

Oracle Corporation

By: Frances X. Frei and Hanna Rodriguez-Farrar
Oracle Corp., the world's second-largest independent software company (behind Microsoft) was the world's dominant supplier of database software. Oracle also sold application software, such as the popular enterprise resource planning and customer relationship management... View Details
Keywords: Organizational Change and Adaptation; Internet and the Web; Service Operations; Service Delivery; Applications and Software; Management Teams; Innovation and Invention; Web Services Industry; Information Technology Industry
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    David Ager

    David Ager is a Senior Lecturer in Executive Education.  He engages CEOs, CHROs, and their teams to design and deliver customized executive development experiences for executive, senior and high potential leaders.  The companies hail from diverse sectors including... View Details

    • 10 Jan 2011
    • Research & Ideas

    Is Groupon Good for Retailers?

    First, discount vouchers can provide price discrimination, letting merchants reach customers who value the merchant less than the merchant's ordinary customers do. For instance, some View Details
    Keywords: by Carmen Nobel; Advertising; Technology
    • 20 Jan 2015
    • First Look

    First Look: January 20

    working with high-end apparel retailers such as Bonobos, Gilt Groupe, and Zara. What distinguishes the company from its rivals is its use of Kiva robots, which collect customer items within the warehouse and bring them to the appropriate... View Details
    Keywords: Sean Silverthorne
    • June 2018
    • Case

    Verona Group

    By: Robert L. Simons and Sarah Abbott
    Are a salesperson's struggles her own fault or the result of a problematic job design? Anna George works as a salesperson at Verona Group, a company that designs and wholesales high-end women's apparel. She had spent nearly 20 years in sales with another fashion label... View Details
    Keywords: Jobs and Positions; Design; Analysis; Performance; Measurement and Metrics; Salesforce Management; Organizational Design
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    • April 2003
    • Tutorial

    ABC Pen Factory Tutorial

    By: Robert S. Kaplan
    To preview this online product, Authorized Faculty can call our customer service department at 1-800-545-7685 or 617-783-7600. Illustrates, via a guided audio tour accompanied by dynamically changing spreadsheets, the role for activity-based cost systems. The numerical... View Details
    Keywords: Factories, Labs, and Plants
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    • Research Summary

    Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

    By: W. Earl Sasser

    Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

    • 2018
    • Working Paper

    Need for Speed: The Impact of Website Performance on Online Retail

    By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno
    The share of e-commerce sales is rapidly increasing and so are the associated losses generated by website outages and slow websites. We leverage novel retail and website performance data to investigate the impact of website performance on online sales. This question is... View Details
    Keywords: Online Retail; Quasi-experiments; Abandonment; Synthetic Control; Internet and the Web; Performance; Service Operations
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      Effects of an Information Sharing System on Employee Creativity, Engagement, and Performance

      Many service organizations rely on information sharing systems to boost employee creativity to meet customer needs. We conducted a field experiment in a retail chain, based on a registered report accepted by JAR, to test whether an information sharing system recording... View Details

        Organizational Design and Control Across Multiple Markets: The Case of Franchising in the Convenience Store Industry

        Many companies operate units that are dispersed across different types of markets, serving significantly diverging customer bases. Such dispersion is likely to compromise headquarters' ability to control local managers' behavior and satisfy the needs of different... View Details
        • Program

        Senior Executive Leadership Program—Middle East

        deliver value to customers Lead authentically and ethically at all levels and foster a culture of accountability across the organization Build confidence in yourself as a leader, decision-maker, and negotiator Develop enduring bonds with... View Details
        • 13 Apr 2011
        • Working Paper Summaries

        The ‘IKEA Effect’: When Labor Leads to Love

        Keywords: by Michael I. Norton, Daniel Mochon & Dan Ariely; Consumer Products
        • January 2015 (Revised July 2019)
        • Case

        CVS Health: Promoting Drug Adherence

        By: Leslie John, John Quelch and Robert Huckman
        Email mking@hbs.edu for a courtesy copy.

        The case describes a program that CVS Health recently implemented to improve medication adherence, an important problem from a societal, public policy, and firm... View Details
        Keywords: Medication Adherence; Affordable Care Act (ACA); Marketing Strategy; Communication Strategy; Customer Value and Value Chain; Decisions; Health Care and Treatment; Goals and Objectives; Resource Allocation; Marketing Communications; Consumer Behavior; Measurement and Metrics; Service Delivery; Behavior; Motivation and Incentives; Social Issues; Information Technology; Value Creation; Health Industry; Pharmaceutical Industry; Insurance Industry; Public Relations Industry; Retail Industry; United States
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        • April 2020
        • Supplement

        Open Innovation at Fujitsu (C)

        By: Amy C. Edmondson and Jean-François Harvey
        This follow-on case study provides a multi-year update on the achievements of the Open Innovation Gateway (OIG). Over time, OIG honed a process that enabled open innovation. It developed three streams of activities, namely co-creation projects with major customers and... View Details
        Keywords: Open Innovation; Inter-organizational Relationships; Collaborative Innovation and Invention; Change Management; Relationships; Leadership Development
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        • December 1998 (Revised January 2004)
        • Case

        Singulus

        By: Walter Kuemmerle and Chad S Ellis
        Describes Singulus, the compact disk metallizer business of Leybold AG, a large German company, which has been put up for sale. In April 1995, buyout firm Schroder Ventures has to decide whether to acquire the business. The investment decision is complicated by a... View Details
        Keywords: Leveraged Buyouts; Decision Choices and Conditions; Manufacturing Industry; Germany
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