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  • April 2009 (Revised April 2009)
  • Teaching Note

(PRODUCT) RED (TN) (A) and (B)

By: Michael I. Norton and Youngme E. Moon
Teaching Note for [509013 and 509014]. View Details
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  • March 2002 (Revised January 2003)
  • Case

Microsoft: Positioning the Tablet PC

By: Youngme E. Moon and Christina L. Darwall
Microsoft is preparing for the launch of the Tablet PC, which allows users to use a pen (stylus) to run Windows and Windows applications, annotate documents, and create handwritten documents for later reference or even conversion to text. Microsoft's original equipment... View Details
Keywords: Technological Innovation; Product Positioning; Market Entry and Exit; Information Infrastructure; Applications and Software; Computer Industry
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  • April 2004 (Revised June 2004)
  • Teaching Note

Starbucks: Delivering Customer Service (TN)

By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016). View Details
Keywords: Customer Relationship Management; Food and Beverage Industry
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  • 1998
  • Working Paper

Are People Polite to Computers? Responses to Computer-Based Interviewing Systems

By: Clifford Nass, Youngme Moon and Paul Carney
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  • 25 Sep 2009
  • News

Are You Being Served?

came to the forefront. HBS certainly played a role with its studies of customer-relationships management. The “service-profit chain” that Professors Heskett, Sasser, and Schlesinger made prominent in the 1980s contributed new thinking, as... View Details
Keywords: Garry Emmons; Business Schools & Computer & Management Training; Educational Services
  • March 2009
  • Supplement

(PRODUCT) RED Video (A) & (B)

By: Youngme E. Moon and Michael I. Norton
Keywords: Media
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  • December 1999 (Revised November 2000)
  • Background Note

Pricing and Market Making on the Internet

By: Robert J. Dolan and Youngme E. Moon
Considers the impact of the Internet on how market exchanges will take place. Discusses the role of shopping agents and alternatives to fixed prices such as negotiations, auctions, and exchanges. View Details
Keywords: Price; Marketing Strategy; Auctions; Digital Platforms; Negotiation; Internet and the Web
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  • May 2021
  • Teaching Note

Zeynep Ton: The Good Jobs Strategy

By: Frances X. Frei, Francesca Gino and Youngme Moon
Teaching Note for HBS Case No. 921-703. View Details
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  • February 2022
  • Case

Paul Polman

By: Elizabeth A. Keenan, Youngme Moon and Susie Ma
Over his 40-year career, Paul Polman had led some of the world’s largest consumer goods companies, making his biggest mark as CEO of Unilever—a multi-national corporation that produced everything from soap to soup. Polman was also well-regarded as a leader in corporate... View Details
Keywords: Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Leadership; Corporate Accountability; Personal Development and Career; Corporate Social Responsibility and Impact; Ethics; Values and Beliefs; Social Issues; Philanthropy and Charitable Giving
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  • May 2021
  • Teaching Note

Megan Ming Francis: Leadership and Racial Injustice

By: Francesca Gino, Frances X. Frei and Youngme Moon
Teaching Note for Multimedia Case No. 921-701. View Details
Keywords: Racial Injustice; Race; Prejudice and Bias; Organizational Change and Adaptation; Leadership
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  • June 2021
  • Teaching Note

Bozoma Saint John: Leading with Authenticity and Urgency

By: Frances X. Frei, Francesca Gino and Youngme Moon
Teaching Note for HBS Case No. 921-708. View Details
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  • 01 Dec 2011
  • News

Reimagining the MBA

discipline as our case method courses,” says Youngme Moon, senior associate dean and chair of the MBA Program, and the Donald K. David Professor of Business Administration. She worked with the 10-member... View Details
Keywords: Roger Thompson; FIELD program; Colleges, Universities, and Professional Schools; Educational Services
  • February 2000 (Revised April 2000)
  • Case

RadioShack

By: V. Kasturi Rangan, Youngme E. Moon and Marie Bell
Outlines the transformation of RadioShack stores from a parts and accessories business to a provider of high bandwidth Internet access. View Details
Keywords: Change Management; Marketing Strategy; Risk and Uncertainty; Internet
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  • 01 Sep 2008
  • News

Entrepreneurship Program in Fourth Year

globalizes, we need to give back, and pedagogy happens to be something we’re good at,” observes HBS professor Howard Stevenson, who cochaired the program with HBS senior lecturer Mike Roberts and professor... View Details
Keywords: Colleges, Universities, and Professional Schools; Educational Services
  • 16 Sep 2015
  • News

Built for Speed

Jones could see it in class. Rogers would be perched up near the Skydeck, taking in all the information and confidently offering solutions with a radio-quality voice. “He was, as Youngme Moon would define... View Details
Keywords: Dan Morrell; Machinery Manufacturing; Manufacturing
  • 20 Dec 2019
  • News

The 19 Musts of 2019

with Professor Youngme Moon and Professor Felix Oberholzer-Gee), of the podcast After Hours MUST LISTEN NPR’s Up First “Ten minutes of thoughtful... View Details
Keywords: podcast; Arts, Entertainment
  • 11 Dec 2014
  • News

Fashion's Retail Revolution

field trips. “Department stores were the arbiters of fashion,” says Rajiv Lal, the Stanley Roth, Sr. Professor of Retailing at HBS, whose current research looks at the uncertain future of today’s department stores. Then, you were likely... View Details
Keywords: April White; fashion; Leather and Allied Product Manufacturing; Manufacturing; Finance
  • July 2000 (Revised May 2002)
  • Case

Gateway: Moving Beyond the Box

By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
Gateway has opened retail stores to differentiate itself from its competitors (e.g., Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result. View Details
Keywords: Transition; Change Management; Valuation; Service Operations; Service Delivery; Distribution Channels; Computer Industry; Electronics Industry; United States
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  • August 2002 (Revised June 2006)
  • Case

Great Dakota Bank: Online Banking

By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details
Keywords: Banks and Banking; Internet and the Web; Customer Relationship Management; Consumer Behavior; Demand and Consumers; Technological Innovation; Customer Value and Value Chain; Customer Satisfaction; Management; Service Operations; Banking Industry
Related
  • 11 Jan 2021
  • News

Strengthening Democracy

of the U.S. Capitol Was a Breach of Trust, by Professor Sandra Sucher and Shalene Gupta "Reflections on the Tumult in Washington D.C.," Professors Youngme Moon, Felix... View Details