Fall 2001
Volume 43, Issue # 1

Access the full Table of Contents below.
Issues archive

Asking for Trouble

  • Research Highlight
  • Read Time: 2 min 

Want to see your customer-satisfaction levels drop? Tell your customers upfront that you’ll be asking them to evaluate your service.

Embracing Uncertainty

  • Research Highlight
  • Read Time: 4 min 

Three new studies suggest that the most effective leaders admit they don’t have all the answers — and are willing to ask their employees for help.

The Future of E-Business

  • Opinion & Analysis
  • Read Time: 3 min 

Countless real-world experiments will drive e-business innovation during the next five years, and academic researchers will contribute to this process by accelerating the rate at which businesses learn from each other’s experiments.


Mastering Strategic Movement at Palm

  • Research Feature
  • Read Time: 31 min 

How do you compete with opponents that have size, strength and history on their side? The authors use Palm Computing (later Palm Inc.) to illustrate how the core principles of judo strategy — movement, balance and leverage. The offer lessons and specific techniques that other companies can emulate in order to compete successfully with a stronger player.

Back to the Future: Benetton Transforms Its Global Network

  • Research Feature
  • Read Time: 17 min 

During the 1980s, Benetton was known as the archetypal network organization. But it decided to take a new direction representing a major discontinuity with its past and a divergence from industry practices. Without giving up the strongest aspects of its networked model, it integrated and centralized, exerting greater control over its supply chain even as it diversified its operations and product lines. The authors offer a detailed case study of this dramatic transformation.


Driving E-Business Excellence

  • Research Feature
  • Read Time: 19 min 

In trying to bring about e-business transformation, companies have paid too much attention to technology. To help company leaders see the bigger picture, the authors developed a research-backed model of e-business value creation based on eight e-business drivers — from mastering supplier-related processes to optimizing IT applications aimed at customers — that lead to operational excellence and improved financial performance.