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Vodafone in Egypt
Since December 2010, we have witnessed a social media as well as a political revolution across North Africa and the Middle East. Although it was the brave citizens of these countries that took to the…
Women access treatment for symptomatic diseases later than men in developing countries
A major consequence of gender-based health inequalities in the developing world is excess female mortality, as captured by low ratios of females to males, notably in India and China. In India, unlike…
Patent thickets and the commercialization of new technologies
It was a transaction that made headlines not only in the business press but in news outlets around the world: Google acquired Motorola Mobility for $12.5 billion in a deal closed in May 2012. Less…
The challenge of establishing the ECB as the regulator of European banks
Supporters see it as an effective way to take control of the systemic consequences of sovereign and bank debt; opponents warn of an extensive collectivization of risks at the expense of taxpayers and…
Developing hardware the software way
Imagine if somebody asked you: Is it possible for a software developer with no automotive experience to design and build a revolutionary and roadworthy prototype for a car in just three months? And…
The secret to successful open innovation initiatives
A new study by Linus Dahlander, associate professor and KPMG Chair in Innovation at ESMT, co-authored with Henning Piezunka, a PhD candidate at Stanford University, finds that organizations that…
The vicious circle of customer loyalty
In a study published in the Journal of Marketing, my co-authors and I analyzed data from over 7,500 consultations with customers in the retail sector, including car dealerships, furniture outlets,…
The world can be local
A common theme in literature on organizational learning is the importance of learning from sources outside an organization’s boundaries. Unfortunately, organizations tend to collect external…
Don’t say "sorry": Proactively build your customers’ resistance against service failure
Maintaining customer satisfaction is a difficult endeavor that presents at least two obstacles: First, since variations in service performance levels are hard to avoid, service failures are common…
What would a 'Brexit' mean for Europe?
Europe faces one of its most challenging situations in decades and stands at the crossroads. A Brexit could trigger similar movements in other EU countries, in the Netherlands for instance, and…