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- Faculty Publications (7)
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- January 2018 (Revised May 2018)
- Case
AT&T Managing Technological Change and the Future of Telephone Operators in the 20th Century
By: Daniel P. Gross and William R. Kerr
By the 1930s, AT&T dominated the American phone industry, serving 10 million telephones and employing over 100,000 switchboard operators. But beginning in the mid-1910s, the company began changing from manually operated switchboards to mechanical switching systems that...
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Keywords:
AT&T;
Bell Telephone;
Phone Lines;
Phone Operators;
Mechanical Switching;
Layoffs;
Technological Change;
Transition;
History;
Innovation and Invention;
Technological Innovation;
Information Technology;
Disruption;
Change Management;
Communications Industry;
Telecommunications Industry;
United States
Gross, Daniel P., and William R. Kerr. "AT&T: Managing Technological Change and the Future of Telephone Operators in the 20th Century." Harvard Business School Case 718-486, January 2018. (Revised May 2018.)
- May 2018
- Teaching Note
AT&T: Managing Technological Change and the Future of Telephone Operators in the 20th Century
By: Daniel P. Gross and William R. Kerr
Teaching Note for HBS No. 718-486.
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Keywords:
AT&T;
Bell Telephone;
Phone Lines;
Phone Operators;
Mechanical Switching;
Layoffs;
Technological Change;
Transition;
History;
Innovation and Invention;
Technological Innovation;
Information Technology;
Disruption;
Change Management;
Communications Industry;
Telecommunications Industry;
United States
- 2020
- Working Paper
Why Do Firms Automate Production, and How Do They Adjust? Evidence from the Bell Telephone System over the 20th Century
By: Daniel P. Gross and James J. Feigenbaum
Over the course of the 20th century, AT&T's operating companies replaced telephone operators with mechanical switching and dial telephones. Yet it took AT&T 30 years from the invention of the technology to begin using it, and another 60 years to finish installing it...
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- 2017
- Article
Frictions or Mental Gaps: What's Behind the Information We (Don't) Use and When Do We Care?
By: Benjamin Handel and Joshua Schwartzstein
Consumers suffer significant losses from not acting on available information. These losses stem from frictions such as search costs, switching costs, and rational inattention, as well as what we call mental gaps resulting from wrong priors/worldviews, or relevant...
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Handel, Benjamin, and Joshua Schwartzstein. "Frictions or Mental Gaps: What's Behind the Information We (Don't) Use and When Do We Care?" Journal of Economic Perspectives 32, no. 1 (Winter 2018): 155–178.
- September 2002 (Revised October 2002)
- Case
Managing Knowledge and Learning at NASA and the Jet Propulsion Laboratory (JPL)
By: Dorothy A. Leonard and David Kiron
Jet Propulsion Laboratory (JPL) faces a serious loss of knowledge--both because of the "faster, better, cheaper" mandate for Mars missions and from the retirement of key personnel. An extensive knowledge management system for NASA/JPL includes formal knowledge-capture...
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Keywords:
Knowledge Management;
Knowledge Dissemination;
Leadership Development;
Internet and the Web;
Risk and Uncertainty;
Organizational Culture;
Retirement;
Human Resources;
Human Capital
Leonard, Dorothy A., and David Kiron. "Managing Knowledge and Learning at NASA and the Jet Propulsion Laboratory (JPL)." Harvard Business School Case 603-062, September 2002. (Revised October 2002.)
- 03 Jul 2018
- First Look
New Research and Ideas, July 3, 2018
beginning in the mid-1910s, the company began changing from manually operated switchboards to mechanical switching systems that were faster and more cost-effective and did not require human operators. By the...
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Keywords:
Dina Gerdeman
- 31 Jan 2012
- First Look
First Look: Jan. 31
negative emotions, lower intrinsic motivation, and less favorable perceptions of the organization-with negative consequences for performance. These actions include signaling low expectations for innovation; switching strategic direction...
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Keywords:
Sean Silverthorne & Carmen Nobel
- 11 Nov 2014
- First Look
First Look: November 11
http://hbr.org/2014/11/how-not-to-cut-health-care-costs/ar/1 November 2014 Harvard Business Review How Smart, Connected Products Are Transforming Competition By: Porter, Michael E., and James E. Heppelmann Abstract—Information technology is revolutionizing products....
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Keywords:
Sean Silverthorne
- 18 May 2010
- First Look
First Look: May 18
role of the American Economic Association (AEA) in the market and focuses in particular on two mechanisms adopted in recent years at the suggestion of our committee. First, job market applicants now have a signaling service to send an...
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Keywords:
Martha Lagace
- 18 Apr 2018
- First Look
First Look at New Research and Ideas, April 18, 2018
labels (vs. text warning labels, calorie labels, and no labels), provided insight into psychological mechanisms driving effectiveness, and assessed consumer sentiment. Study 1 indicated that graphic warning labels reduced the share of...
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Keywords:
Sean Silverthorne
- 10 Mar 2015
- First Look
First Look: March 10
education in local communities? To switch to renewable power? All of these actions might improve social welfare, and some of them might improve profitability, but they are very different, and the business case for each of them is...
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Keywords:
Carmen Nobel
- 12 Feb 2018
- Research & Ideas
Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?
how much jockeying for position there was,” he says. Customers regularly switched lines to try and decrease their wait time. Significantly, though, once someone got in line behind them, they tended to stay put. In fact, of the 71...
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- 13 Mar 2023
- Research & Ideas
What Would It Take to Unlock Microfinance's Full Potential?
Bulletin: When they have a grace period, how do people use that time and capital differently? Rigol: Giving people more time up front allows them to better match the cash flows of their business with their repayment obligations. If you are a tailor and you’re View Details
- 12 May 2020
- Research & Ideas
It’s Time To Relaunch Your Remote Team
times but crucial in times of uncertainty. Hitting the reset button once won’t be enough. It would be self-defeating to put voice to these unprecedented feelings of anxiety and uncertainty only to bury them away and trudge along as though the problem has been solved....
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Keywords:
by Tsedal Neeley
- 16 Sep 2014
- Research & Ideas
Has Apple Reinvented the Watch?
to be tech-savvy. However, the Apple Watch is not a standalone device, since it's dependent on your iPhone. So I highly doubt Android users, for instance, will make the jump to the Apple ecosystem solely because of the Apple Watch. The View Details
- 01 Dec 2011
- What Do You Think?
Thinking Slow: An Argument for Bureaucracy?
decision. Good leaders know when to think slow. All of us need mechanisms for helping us to know. Some elements of bureaucracy can be included among the devices. But, as Ganesh Ramakrishnan said, " we probably (need) to enrich the...
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Keywords:
by James Heskett
- 26 May 2009
- Research & Ideas
Improving Market Research in a Recession
Editor's Note: Harvard Business School professor John Quelch writes a blog on marketing issues, called Marketing Know: How, for Harvard Business Online. It is reprinted on HBS Working Knowledge. Recession-challenged consumers are buying less, looking for deals, or...
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Keywords:
by John Quelch
- 17 Apr 2017
- Research Event
The Most Pressing Issues for Platform Providers in the Sharing Economy
riders alike can easily switch between Uber and Lyft. Sze concurred. “I don’t know if winner-take-all is a real thing,” Sze said. “It sounds like a unicorn myth.” And even when one company wins a market, it’s not always obvious who the...
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- 20 Feb 2018
- First Look
First Look at New Research and Ideas, February 20, 2018
Care? By: Handel, Benjamin, and Joshua Schwartzstein Abstract—Consumers suffer significant losses from not acting on available information. These losses stem from frictions such as search costs, switching costs, and rational inattention,...
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Keywords:
Sean Silverthorne
- 28 Sep 2010
- First Look
First Look: September 28, 2010
Review (forthcoming) Abstract Companies in Victorian Britain operated in a laissez-faire legal environment from the perspective of outside investors, implying that such investors were not protected by the legal system. This article seeks to identify the alternative...
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Keywords:
Sean Silverthorne