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All HBS Web
(11,863)
- Faculty Publications (1,668)
- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience...
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Keywords:
Customer Focus and Relationships;
Business Strategy;
Growth and Development Strategy;
Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- 2005
- Article
Increasing Exploration: Evidence from International Expansion
By: Juan Alcacer, Heather Berry and Wilbur Chung
While firms balance exploitation and exploration to maximize profits, specifics of how firms pursue this balance are scarce. We focus on how firms increase their exploration after obtaining greater capabilities and experience via sequential international expansion....
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Keywords:
Price Bubble;
Growth and Development Strategy;
Growth Management;
Industry Growth;
Research and Development;
Profit;
Organizational Change and Adaptation;
Knowledge Use and Leverage;
Disruptive Innovation;
Five Forces Framework;
SWOT Analysis;
Duopoly and Oligopoly;
Manufacturing Industry;
Japan;
United States
Alcacer, Juan, Heather Berry, and Wilbur Chung. "Increasing Exploration: Evidence from International Expansion." Academy of Management Best Paper Proceedings (2005): D1–D6.
- December 2004 (Revised July 2005)
- Case
Extend Fertility
By: Myra M. Hart and Sylvia Sensiper
Focuses on the search for opportunity, the generation and evaluation of business concepts, creation of a business plan, and the start-up process. Follows experienced entrepreneur Christy Jones as she combines her business skills and personal experience to generate new...
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Keywords:
Opportunities;
Business Plan;
Entrepreneurship;
Personal Development and Career;
Social Issues;
Gender;
Business Startups;
Biotechnology Industry
Hart, Myra M., and Sylvia Sensiper. "Extend Fertility." Harvard Business School Case 805-065, December 2004. (Revised July 2005.)
- December 2004 (Revised March 2007)
- Case
Cutlass Capital, L.P.
By: Richard G. Hamermesh and Brian DeLacey
David Hetz and Jon Osgood are forming a new venture capital fund in 2001 to invest in health care start-ups. Describes their fundraising activities at a time when venture capital investing has reached an all-time high. Although their background skills and experiences...
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Keywords:
Venture Capital;
Negotiation Process;
Entrepreneurship;
Investment Funds;
Health Care and Treatment;
Business Startups;
Health Industry;
United States
Hamermesh, Richard G., and Brian DeLacey. "Cutlass Capital, L.P." Harvard Business School Case 805-075, December 2004. (Revised March 2007.)
- December 2004 (Revised April 2006)
- Case
Mavens & Moguls: Because Marketing Matters...
By: Myra M. Hart, Kristin Lieb and Victoria Winston
Mavens & Moguls is a virtual marketing-consulting firm of approximately 40 professionals. Examines the processes by which Paige Arnof-Fenn (an HBS grad with deep industry experience)draws on her experience and her network to create a high-quality marketing consulting...
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Keywords:
Networks;
Values and Beliefs;
Business Growth and Maturation;
Organizational Structure;
Marketing;
Entrepreneurship;
Experience and Expertise;
Growth and Development Strategy;
Consulting Industry
Hart, Myra M., Kristin Lieb, and Victoria Winston. "Mavens & Moguls: Because Marketing Matters..." Harvard Business School Case 805-005, December 2004. (Revised April 2006.)
- November 2004 (Revised April 2005)
- Background Note
Math for Strategists
By: Tarun Khanna and Jan W. Rivkin
Great strategists rely heavily on numbers as they go about their work. Offers an overview of the high- and low-brow quantitative tools that students encounter during the Strategy course. The class explores high-brow tools in detail; the focus here is on low-brow...
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Khanna, Tarun, and Jan W. Rivkin. "Math for Strategists." Harvard Business School Background Note 705-433, November 2004. (Revised April 2005.)
- October 2004 (Revised November 2004)
- Case
Mavens & Moguls: Creating a New Business Model
By: Myra M. Hart, Victoria Winston and Kristin Lieb
Mavens & Moguls is a "virtual" marketing-consulting firm of approximately 40 professionals. Examines the processes by which its founder, Paige Arnof-Fenn, learns the business, builds a power network of industry experts and potential customers, and uses this expertise...
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Keywords:
Internet and the Web;
Values and Beliefs;
Work-Life Balance;
Organizational Structure;
Organizational Culture;
Operations;
Networks;
Business Model;
Growth Management;
Business Growth and Maturation;
Entrepreneurship;
Growth and Development Strategy;
Consulting Industry
Hart, Myra M., Victoria Winston, and Kristin Lieb. "Mavens & Moguls: Creating a New Business Model." Harvard Business School Case 805-050, October 2004. (Revised November 2004.)
- Article
Teaching Auction Strategy Using Experiments Administered via the Internet
By: John Asker, Brit Grosskopf, C. Nicholas McKinney, Muriel Niederle, Alvin E. Roth and George Weizsäcker
Asker, John, Brit Grosskopf, C. Nicholas McKinney, Muriel Niederle, Alvin E. Roth, and George Weizsäcker. "Teaching Auction Strategy Using Experiments Administered via the Internet." Journal of Economic Education 35, no. 4 (Fall 2004): 330–342.
- August 2004 (Revised July 2006)
- Case
PROPECIA TM: Helping Make Hair Loss History
By: Marta Wosinska and Youngme E. Moon
In late 1997, Tom Casola, brand manager for Propecia, debates the best approach to market this breakthrough one-a-day pill for hair loss. This launch would be atypical for a prescription drug because of the key position of the consumer. As a result, the team's...
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Keywords:
Advertising;
Communication Strategy;
Customers;
Marketing Communications;
Marketing Strategy;
Product Launch;
Product;
Performance Effectiveness;
Problems and Challenges;
Quality;
Pharmaceutical Industry
Wosinska, Marta, and Youngme E. Moon. "PROPECIA TM: Helping Make Hair Loss History." Harvard Business School Case 505-035, August 2004. (Revised July 2006.)
- August 2004 (Revised September 2005)
- Case
Canyon Ranch
By: Lynda M. Applegate and Gabriele Piccoli
How should Canyon Ranch leverage its uniqueness in the face of increasing competition and an entrenched customer definition of the firm? The firm is attempting to create demand for return visits and foster the customization and personalization of the Canyon Ranch...
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Keywords:
Customer Relationship Management;
Information Technology;
Growth and Development Strategy;
Competitive Strategy;
Experience and Expertise;
Analytics and Data Science;
Customization and Personalization
Applegate, Lynda M., and Gabriele Piccoli. "Canyon Ranch." Harvard Business School Case 805-027, August 2004. (Revised September 2005.)
- August 2004 (Revised February 2006)
- Case
Marketing James Patterson
By: John A. Deighton
Can a successful novelist use direct-to-consumer marketing to grow his brand? The author, who in a previous career ran a major advertising agency, uses advertising with great success to build his stature as a crime fiction writer. Further, he applies his experience at...
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Keywords:
Advertising;
Debates;
Surveys;
SWOT Analysis;
Brands and Branding;
Marketing Channels;
Product Marketing;
Consumer Behavior;
Outcome or Result;
Sales
Deighton, John A. "Marketing James Patterson." Harvard Business School Case 505-029, August 2004. (Revised February 2006.) (request a courtesy copy.)
- Article
Designing Sustainability at BMW Group: The Designworks/USA Experience
By: Kellie McElhaney, Michael W. Toffel and Natalie Hill
This case study describes how an industrial design company developed a sustainability management system (SMS) standard, designed and implemented an SMS throughout its business, and then became the first company in the world to achieve third-party SMS certification by a...
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Keywords:
Design;
Governance Compliance;
Management Practices and Processes;
Standards;
Environmental Sustainability;
Auto Industry;
United States
McElhaney, Kellie, Michael W. Toffel, and Natalie Hill. "Designing Sustainability at BMW Group: The Designworks/USA Experience." Greener Management International: The Journal of Corporate Environmental Strategy and Practice 46 (Summer 2004): 103–116.
- July 2004
- Supplement
Harold Morton: Joining a Board
A trustee reflects on his first several years' experience.
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McFarlan, F. Warren. "Harold Morton: Joining a Board." Harvard Business School Video Supplement 305-703, July 2004.
- May 2004
- Background Note
56K Modem Battle
By: David B. Yoffie and Deborah Freier
Examines the battle to set the standard for the 56K modem. Set in 1996, this case looks at how computers accessed the Internet via a telephone line, or dial-up connection, and a hardware modem. In 1995, there were 18.6 million total modem unit shipments, with market...
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Keywords:
Announcements;
Revenue;
Patents;
Product Launch;
Network Effects;
Standards;
Competition;
Information Infrastructure;
Internet and the Web;
Technology Industry;
Illinois
Yoffie, David B., and Deborah Freier. "56K Modem Battle." Harvard Business School Background Note 704-501, May 2004.
- May 2004 (Revised March 2005)
- Case
SOX-POX?
By: Jay W. Lorsch
Describes the experiences of audit committee chairmen in responding to and implementing the Sarbanes-Oxley Act. Teaching Purpose: To help students understand the impact of the Sarbanes-Oxley Act on audit committees.
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Lorsch, Jay W. "SOX-POX?" Harvard Business School Case 404-139, May 2004. (Revised March 2005.)
- April 2004 (Revised May 2005)
- Case
Confronting a Necessary Evil: The Firing of Alex Robins (A)
A manager recounts his experience firing the person he was asked to replace and reflects on the challenges of the experience. Teaching Purpose: To role-play and reflect on tasks that entail harming other people to fulfill one's responsibility.
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Keywords:
Ethics;
Problems and Challenges;
Leadership Development;
Behavior;
Decision Making;
Resignation and Termination
Margolis, Joshua D. "Confronting a Necessary Evil: The Firing of Alex Robins (A)." Harvard Business School Case 404-125, April 2004. (Revised May 2005.)
- February 2004 (Revised May 2005)
- Supplement
Confronting a Necessary Evil: The Firing of Alex Robins (B)
A manager recounts his experience firing the person he was asked to replace and reflects on the challenges of the experience. Teaching Purpose: To role-play and reflect on tasks that entail harming other people to fulfill one's responsibility.
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Keywords:
Resignation and Termination
Margolis, Joshua D. "Confronting a Necessary Evil: The Firing of Alex Robins (B)." Harvard Business School Supplement 404-113, February 2004. (Revised May 2005.)
- January 2004 (Revised May 2005)
- Case
Gold Hill Venture Lending
By: G. Felda Hardymon, Josh Lerner and Ann Leamon
David Fischer is trying to raise $200 million for a first-time venture debt fund that will be affiliated with Silicon Valley Bank, a major technology lender. Despite his lengthy experience in venture lending, the process is proving difficult. He and his partners are...
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Keywords:
Information Technology;
Value Creation;
Venture Capital;
Partners and Partnerships;
Decision Choices and Conditions;
Investment Funds;
Banking Industry;
Financial Services Industry
Hardymon, G. Felda, Josh Lerner, and Ann Leamon. "Gold Hill Venture Lending." Harvard Business School Case 804-083, January 2004. (Revised May 2005.)
- 2004
- Other Teaching and Training Material
Great Negotiator 2002: Lakhdar Brahimi
By: James K. Sebenius and Kristin Schneeman
The Program on Negotiation honored Ambassador Brahimi in events on October 2, 2002. These began with an in-depth faculty-moderated discussion with a group of students, faculty, and guests at Harvard Business School. On the evening of the 2nd, Ambassador Brahimi... View Details
- December 2003 (Revised April 2005)
- Case
Camilla Denison (A)
By: H. Kent Bowen, Bryce LaPierre and Virginia Fuller
Follows a successful manager as she takes on challenging assignments to lead manufacturing and development organizations. Details many experiences that influenced her character and attitudes from her youth to her graduate education and first jobs. Students discover the...
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Bowen, H. Kent, Bryce LaPierre, and Virginia Fuller. "Camilla Denison (A)." Harvard Business School Case 604-061, December 2003. (Revised April 2005.)