Gateway: Moving Beyond the Box

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Case

Reference no. 9-601-038

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

Length: 17 pages

Data source: Field research

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

Share a link: https://casecent.re/p/42301

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Abstract

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.

Location:

California, United States

Size:

USD8.6 billion revenues, 21,000 employees

Other setting(s):

2000