Publications
Publications
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- All HBS Web
(1,793)
- Faculty Publications (226)
- February 2010 (Revised November 2013)
- Case
Living PlanIT
By: Robert G. Eccles, Amy C. Edmondson, Susan Thyne and Tiona Zuzul
Living PlanIT is a start-up company that has developed a new, innovative business model for sustainable urbanization. This model reflects the software and technology backgrounds of its founders, Steve Lewis and Malcolm Hutchinson, and is in vivid contrast to other... View Details
- February 2010 (Revised January 2013)
- Case
The Dabbawala System: On-Time Delivery, Every Time
By: Stefan H. Thomke and Mona Sinha
Describes the Mumbai-based Dabbawala organization, which achieves very high service performance (6 Sigma equivalent or better) with a low-cost and very simple operating system. The case explores all aspects of their system (mission, information management, material... View Details
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
- October 2009 (Revised June 2011)
- Case
Zappos.com 2009: Clothing, Customer Service, and Company Culture
By: Frances X. Frei, Robin J. Ely and Laura Winig
On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies.... View Details
- September 2009
- Case
Intel NBI: Image Components Organization
By: Willy C. Shih and Thomas Thurston
The Image Components Organization (ICO) was an internal venture that was part of Intel's New Business Initiatives. It sought to initially develop and sell a high performance integrated CMOS image sensor module for cellular phones. ICO's opening assumptions were that it... View Details
- August 2009 (Revised August 2009)
- Case
Intel NBI: Radio-Frequency Identification
By: Willy C. Shih and Thomas Thurston
The Radio-Frequency Identification (RFID) group was a start-up that was part of Intel's New Business Initiatives. It sought initially to develop and sell a high performance Rf fast read rate module targeted at fixed position readers that might be found in loading docks... View Details
- January 2009 (Revised May 2011)
- Case
China Mobile's Rural Communications Strategy
By: William C. Kirby, F. Warren McFarlan, G.A. Donovan and Tracy Manty
China Mobile was the world's leading mobile communications service provider with over 400 million customers. In some cities, its penetration rate was over 100%. With such huge successes, Chairman Wang Jianzhou was exploring ways to expand its customer base. Nearly... View Details
- January 2009 (Revised October 2012)
- Case
Semiconductor Manufacturing International Corporation: 'Reverse BOT'
By: Willy Shih
Semiconductor Manufacturing International Corporation (SMIC) is executing a strategy that leverages the desires of municipalities in China to build clusters of high technology companies. By partnering with those cities to build new semiconductor fabs that SMIC would... View Details
- September 2008 (Revised August 2009)
- Case
Columbus Tubing: Steel is Real
By: Daniel C. Snow, Gary P. Pisano, Elena Corsi and Gudrun Urfalino Kristinsdottir
Columbus Tubing must choose to improve an old technology (steel) or to develop a new material (carbon fiber). The decision must take into account a complicated context: increased demand for the "old" steel products made in Italy, increasing power of carbon fiber... View Details
- September 2008
- Article
Does Innovation Cause Stock Market Runups? Evidence from the Great Crash
By: Tom Nicholas
This article examines the stock market's changing valuation of corporate patentable assets between 1910 and 1939. It shows that the value of knowledge capital increased significantly during the 1920s compared to the 1910s as investors responded to the quality of... View Details
- May 2008 (Revised May 2008)
- Case
Symyx Technologies, Inc.
By: H. Kent Bowen, Courtney Purrington and Thomas D. Perry
Symyx is a science-based company spun out of Berkeley. Its unique materials technology has been exploited for 10 years, but the company needs a new business model. The company concept required the invention of hardware and software to do high throughput materials... View Details
- May 2008 (Revised December 2010)
- Case
Chi Mei Optoelectronics
By: Willy C. Shih, Chintay Shih, Jyun-Cheng Wang and Ho Howard Yu
Chi Mei is a Taiwanese industrial group that makes a major diversification into the technology intensive TFT-LCD flat panel display industry. Because the diversification is far away from its core competence in petrochemicals, it is an opportunity to examine how the... View Details
- April 2008 (Revised May 2010)
- Case
Visions of Web 3.0
By: Thomas R. Eisenmann and David Andrew Vivero
Explores the Semantic Web, a vision for the next generation of the World Wide Web in which information is stored in machine-readable formats. While the Semantic Web would make information more easily accessible, barriers to its adoption are very high because website... View Details
- March 2008 (Revised April 2008)
- Case
Corning: 156 Years of Innovation
By: H. Kent Bowen and Courtney Purrington
The executive team at Corning has committed to double the rate of new business creation per decade, while at the same time growing the company's current businesses, including glass substrates for LCD displays. Their strategy, built on more than 150 years of successful... View Details
- February 2008 (Revised September 2008)
- Case
Apple Inc., 2008
By: David B. Yoffie and Michael Slind
In January 2007, three decades after its incorporation, Apple Computer shed the second word in its name and became Apple Inc. With that move, the company signaled a fundamental shift away from its historic status as a vendor of the Macintosh personal computer (PC)... View Details
- February 2008
- Case
Entrepreneurial Leadership in Forming High Tech Enclaves: Lessons from the Government of Andhra Pradesh
By: F. Warren McFarlan, Ramiro Montealegre and Espen Andersen
This case provides an overview of the entrepreneurial leadership taken by the government of India's Andhra Pradesh state in promoting the IT sector and using it to improve the status of the state's economic position in the early years of the third millennium. View Details
- February 2008
- Case
Cincom Systems, Inc.
By: Tom Nicholas and David Chen
Tom Nies, charismatic CEO of Cincom Systems, is considering a public offering of his software enterprise, but the 1987 stock market crash checks his plans. Nies reflects that capital for expansion will keep Cincom at the frontier of technological development in a... View Details
- January 2008 (Revised August 2008)
- Case
AT&T v. Microsoft (A): IP Litigation Strategy
By: Willy Shih
This case examines a hard fought litigation over a patent that originated at Bell Labs. It illustrates the challenges that technology companies face today innovating in a complex intellectual property environment in fields where there is a high amount of... View Details
- August 2007 (Revised June 2020)
- Case
Trouble with a Bubble
By: Tom Nicholas
Examines technology, firm performance, and the stock market during the 1929 Great Crash and the Great Depression of the 1930s. The 1920s was an extraordinary period of technological progress marked by a strong run-up in stock market prices. Firms invested heavily in... View Details