Gateway: Moving Beyond the Box

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Case

Reference no. 9-607-S19

Spanish language

Subject category: Case Method and Specialist Management Disciplines

Authors: Frances X Frei (Harvard Business School); Youngme Moon (Harvard Business School); Hanna Rodriguez-Farrar (Harvard Business School)

Published by: Harvard Business Publishing

Originally published in: 2000

Version: 9 May 2002

Revision date: 3-May-2019

Length: 18 pages

Data source: Field research

Topics: Marketing strategy; International operations; Competitive strategy; Groupware; Disruptive innovation; Technology; Distribution; IT asset disposal; Advertising; Financial engineering; Execution; Computer systems; Barriers to entry; Employee privacy; Cause marketing

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Abstract

This is a Spanish version. Used as part of the first module of a course on managing service operations, which addresses managing the operating role of customers. Gateway has opened retail stores to differentiate itself from its competitors (eg, Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result.

Locations:

California; United States

Industry:

Computers & electronics

Size:

21,000 employees, USD8.6 billion revenues

Other setting(s):

2000