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  • Article

When Talk Is "Free": The Effect of Tariff Structure on Usage Under Two- and Three-Part Tariffs

By: Eva Ascarza, Anja Lambrecht and Naufel Vilcassim
In many service industries, firms introduce three-part tariffs to replace or complement existing two-part tariffs. In contrast with two-part tariffs, three-part tariffs offer allowances, or “free” units of the service. Behavioral research suggests that the attributes... View Details
Keywords: Pricing; Nonlinear Pricing; Discrete/continuous Choice Model; Three-part Tariffs; Uncertainty; Learning; Free Products; Price; Consumer Behavior; Analysis
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  • September – October 2011
  • Article

Manage the Culture Cycle

By: James L. Heskett
Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating... View Details
Keywords: Organizational Culture; Value; Behavior; Retention; Customer Focus and Relationships; Change Management; Learning; Innovation and Invention; Labor
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  • February 2021
  • Background Note

Jobs to Be Done: A Toolbox

By: Derek C. M. van Bever, Bob Moesta, Iuliana Mogosanu, Shaye Roseman and Katie Zandbergen
The Jobs to Be Done methodology is both a theory and a practical approach for understanding customer behavior and why people make the choices they make. Many practitioners, whether they work for startups or incumbent businesses, find Jobs to Be Done useful because it... View Details
Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Knowledge Acquisition; Attitudes; Perception; Theory; Behavior; Customer Relationship Management
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  • 12 Feb 2019
  • HBS Seminar

Gary Loveman, Harvard Business School

    Emily Truelove

    Emily Truelove is an Assistant Professor of Business Administration in the Organizational Behavior Unit at Harvard Business School. She teaches LEAD in the MBA program. She also teaches in executive education programs, including Leadership for Senior Executives,... View Details

      Julian De Freitas

      Julian De Freitas is an Assistant Professor of Business Administration in the Marketing Unit, and Director of the Ethical Intelligence Lab, at Harvard Business School. He earned his PhD in psychology from Harvard, masters from Oxford, and BA from Yale. He teaches... View Details

      Keywords: advertising; automotive; consumer products; e-commerce industry; insurance industry; marketing industry; nonprofit industry; software; transportation; video games
      • September 2010 (Revised February 2011)
      • Case

      Red Lobster

      By: David E. Bell and Jason Riis
      Red Lobster, a 40-year-old chain of seafood restaurants, has just completed some market research revealing an opportunity to shift its target customer segment. The chain is in the final stages of a 10-year plan of rejuvenation under CEO Kim Lopdrup. When he took over... View Details
      Keywords: Advertising; Customer Satisfaction; Marketing Strategy; Consumer Behavior; Research; Segmentation; Food and Beverage Industry
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        John Beshears

        John Beshears is the Albert J. Weatherhead Jr. Professor of Business Administration in the Negotiation, Organizations & Markets Unit, teaching the second-year MBA course "Negotiation." He is also a research associate at the National Bureau of Economic Research.... View Details

        • 15 Oct 2012
        • News

        Pay-as-You-Drive Insurance: Big Brother Needs a Makeover

        • Research Summary

        Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

        By: W. Earl Sasser

        Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

        • January 2015 (Revised July 2019)
        • Case

        CVS Health: Promoting Drug Adherence

        By: Leslie John, John Quelch and Robert Huckman
        Email mking@hbs.edu for a courtesy copy.

        The case describes a program that CVS Health recently implemented to improve medication adherence, an important problem from a societal, public policy, and firm... View Details
        Keywords: Medication Adherence; Affordable Care Act (ACA); Marketing Strategy; Communication Strategy; Customer Value and Value Chain; Decisions; Health Care and Treatment; Goals and Objectives; Resource Allocation; Marketing Communications; Consumer Behavior; Measurement and Metrics; Service Delivery; Behavior; Motivation and Incentives; Social Issues; Information Technology; Value Creation; Health Industry; Pharmaceutical Industry; Insurance Industry; Public Relations Industry; Retail Industry; United States
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        • 10 Jan 2024
        • Research & Ideas

        Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

        brought along by the pandemic have ushered in changes to the informal customs around who gets tips and how much, according to Jill Avery, senior lecturer of business administration and the Christensen Distinguished Management Educator at... View Details
        Keywords: by Anna Lamb, Harvard Gazette
        • November 2000 (Revised May 2002)
        • Case

        FleetBoston Financial: Online Banking

        By: Frances X. Frei and Hanna Rodriguez-Farrar
        As the ninth largest bank holding company in the United States in 2000, FleetBoston Financial Corp. provided a myriad of financial services, including retail banking, loan origination, and brokerage accounts. This case explores how FleetBoston responded to the Internet... View Details
        Keywords: Business Model; Borrowing and Debt; Cost Management; Banks and Banking; Consumer Behavior; Service Operations; Competition; Online Technology; Banking Industry; United States
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        • Article

        Integration of Online and Offline Channels in Retail: The Impact of Sharing Reliable Inventory Availability Information

        By: Santiago Gallino and Antonio Moreno
        Using a proprietary data set, we analyze the impact of the implementation of a “buy-online, pick-up-in-store” (BOPS) project. The implementation of this project is associated with a reduction in online sales and an increase in store sales and traffic. These results can... View Details
        Keywords: Retail Operations; Inventory Availability; Empirical Operations Management; Business Analytics; Online Retail; Ecommerce; Operations; Management; Distribution Channels; Consumer Behavior; E-commerce; Retail Industry
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        • 28 Jul 2008
        • Research & Ideas

        Making the Decision to Franchise (or not)

        challenge of serving customers with different preferences and behaviors when that model is stretched across multiple markets." As a starting point in their research, the authors focused on the organizational... View Details
        Keywords: by Julia Hanna; Retail
        • Forthcoming
        • Article

        On the Economic Origins of Concerns Over Women’s Chastity

        By: Anke Becker
        This paper studies the origins and function of customs and norms that intend to keep women from being promiscuous. Using large-scale survey data from more than 100 countries, I test the anthropological theory that a particular form of preindustrial... View Details
        Keywords: Infibulation; Female Sexuality; Paternity Uncertainty; Concern About Women's Chastity; Pastoralism; Economic Anthropology; History; Gender; Social Issues; Culture
        Related
        • 17 Jan 2024
        • HBS Case

        Psychological Pricing Tactics to Fight the Inflation Blues

        Many consumers recovering from the worst inflation in 40 years continue to closely watch their spending—they want to know that every expense is worth it. Now companies must confront a major challenge: gauging how much, if any, of their own higher costs View Details
        Keywords: by Jay Fitzgerald; Consumer Products; Retail
        • 18 Jul 2014
        • News

        “The Promise of Microfinance and Women’s Empowerment; What Does the Evidence Say?;”

        • April 2024
        • Article

        Detecting Routines: Applications to Ridesharing CRM

        By: Ryan Dew, Eva Ascarza, Oded Netzer and Nachum Sicherman
        Routines shape many aspects of day-to-day consumption. While prior work has established the importance of habits in consumer behavior, little work has been done to understand the implications of routines—which we define as repeated behaviors with recurring, temporal... View Details
        Keywords: Ride-sharing; Routine; Machine Learning; Customer Relationship Management; Consumer Behavior; Segmentation
        Related
        • 2023
        • Working Paper

        Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

        By: Natalie Epstein, Santiago Gallino and Antonio Moreno
        Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
        We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
        Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication
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