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Show Results For
-
All HBS Web
(11,111)
- People (21)
- News (2,320)
- Research (6,599)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,532)
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- April 1998 (Revised July 1998)
- Teaching Note
RogersCasey Alternative Investments: Innovative Response to the Distribution Challenge TN
By: Josh Lerner
Teaching Note for (9-296-024).
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- July 2023
- Article
Deep Responsibility and Irresponsibility in the Beauty Industry
By: Geoffrey Jones
This article employs the concept of deep responsibility to assess the social responsibility of the beauty industry over time. It shows that many of today’s problems with the industry have deep historical roots. Products have too many ingredients that are potential...
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Keywords:
Business History;
Corporate Social Responsibility and Impact;
Beauty and Cosmetics Industry
Jones, Geoffrey. "Deep Responsibility and Irresponsibility in the Beauty Industry." Entreprises et histoire 111, no. 2 (July 2023): 113–125.
- May 2011
- Article
Think Customers Hate Waiting? Not So Fast...
By: Ryan W. Buell and Michael I. Norton
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The...
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Keywords:
Customer Relationship Management;
Service Delivery;
Consumer Behavior;
Performance Effectiveness;
Customer Satisfaction
Buell, Ryan W., and Michael I. Norton. "Think Customers Hate Waiting? Not So Fast..." Harvard Business Review 89, no. 5 (May 2011).
- 2007
- Blog
Harvard Business Online—Marketing Know:How: How to Be a Customer
By: John A. Quelch
Quelch, John A. "How to Be a Customer." Harvard Business Online—Marketing Know:How (blog). September 18, 2007. http://hbswk.hbs.edu/item/how-to-be-a-customer.
- 03 Aug 2009
- Research & Ideas
Corporate Social Responsibility in a Downturn
the value of corporate social responsibility to businesses in economically uncertain times. Martha Lagace: What is corporate social responsibility as you define it? Kash...
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Keywords:
by Martha Lagace
- 13 Feb 2024
- Cold Call Podcast
Apple’s Dilemma: Balancing Privacy and Safety Responsibilities
Keywords:
Re: Nien-he Hsieh & Henry W. McGee
- July 20, 2016
- Article
To Increase Sales, Get Customers to Commit a Little at a Time
By: Frank V. Cespedes and David Hoffeld
This article discusses what behavioral research does and does not tell us about factors that aid the "closing" of a sales call.
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Cespedes, Frank V., and David Hoffeld. "To Increase Sales, Get Customers to Commit a Little at a Time." Harvard Business Review (website) (July 20, 2016).
- July 2021 (Revised October 2021)
- Case
Allianz Customer Centricity: Is Simplicity the Way Forward?
By: Eva Ascarza and Emilie Billaud
This case explores the tradeoffs between product personalization and simplicity as companies grow. The case presents an opportunity to understand whether and how each of these approaches enables and/or limits companies’ abilities to provide customer satisfaction while...
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Keywords:
Simplicity;
Customer Focus and Relationships;
Customization and Personalization;
Customer Satisfaction;
Performance Efficiency;
Strategy;
Insurance Industry;
Europe;
Germany
Ascarza, Eva, and Emilie Billaud. "Allianz Customer Centricity: Is Simplicity the Way Forward?" Harvard Business School Case 522-008, July 2021. (Revised October 2021.)
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical...
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Keywords:
Service Delivery;
Information Technology;
Customer Satisfaction;
Competition;
Cost;
Banks and Banking;
Behavior;
Market Transactions;
Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- April 2, 2018
- Article
The Right Way for Companies to Publicize Their Social Responsibility Efforts
By: Mark R. Kramer
It’s a common complaint. Companies keep trying to show the world that they are socially conscious and keep losing the battle. Anheuser-Busch and Hyundai even devoted this year’s Super Bowl ads to lauding their philanthropic efforts with decidedly mixed responses....
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Kramer, Mark R. "The Right Way for Companies to Publicize Their Social Responsibility Efforts." Harvard Business Review Digital Articles (April 2, 2018).
- June 2005 (Revised March 2017)
- Teaching Note
Siebel Systems: Organizing for the Customer
By: Robert Simons
Teaching Note to (103-014). The Siebel Systems case describes the unusual accountability and organizing choices made by managers of a successful, rapidly growing software development company. The case is set in 2002, but details the critical decisions made by founder...
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- June 2016
- Teaching Note
Relating to Peapod
By: Jill Avery and Susan Fournier
This case concerns the topics of relationship marketing, customer acquisition and retention, brand loyalty, service failure and recovery, new product introduction, and the use of consumer ethnography to study consumer behavior. Specifically, the case explores the...
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- 2014
- Chapter
Corporate Social Responsibility and Multinational Corporations
By: Nien-he Hsieh and Florian Wettstein
A central question that arises from the perspective of global ethics is what standards ought to apply to the activities of multinational corporations (MNCs). This chapter surveys the contemporary theoretical literature on this question. The first section provides...
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Keywords:
Multinational Corporation;
Multinational Firms and Management;
Corporate Social Responsibility and Impact;
Standards
Hsieh, Nien-he, and Florian Wettstein. "Corporate Social Responsibility and Multinational Corporations." Chap. 19 in The Routledge Handbook of Global Ethics, edited by Darrel Moellendorf and Heather Widdows, 251–266. London: Routledge, 2014.
- Article
Does Global Business Have a Responsibility to Promote Just Institutions?
By: Nien-he Hsieh
Keywords:
Business Ventures
Hsieh, Nien-he. "Does Global Business Have a Responsibility to Promote Just Institutions?" Business Ethics Quarterly 19, no. 2 (April 2009): 251–273.
- 2023
- Working Paper
Deep Responsibility and Irresponsibility in the Beauty Industry
By: Geoffrey Jones
This working paper employs the concept of deep responsibility to assess the social responsibility of the beauty industry over time. It shows that many of today’s problems with the industry have deep historical roots. Products have carried too many health hazards....
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Keywords:
Corporate Social Responsibility and Impact;
Corporate Accountability;
Ethics;
Beauty and Cosmetics Industry
Jones, Geoffrey. "Deep Responsibility and Irresponsibility in the Beauty Industry." Harvard Business School Working Paper, No. 23-058, March 2023.
- March 1996 (Revised January 1997)
- Case
America Online: Using Information Technology to Better Serve the Customer
By: James I. Cash Jr. and Judy E. Stahl
Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need to be done to support growth and counter competition from Prodigy, Compuserv, and Internet-related services?
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Keywords:
Customer Focus and Relationships;
Management Analysis, Tools, and Techniques;
Service Operations;
Problems and Challenges;
Competitive Strategy;
Information Technology;
Technology Industry
Cash, James I., Jr., and Judy E. Stahl. "America Online: Using Information Technology to Better Serve the Customer." Harvard Business School Case 396-290, March 1996. (Revised January 1997.)
- 05 Aug 2010
- What Do You Think?
What Is Customer Opinion Good For?
initial response to reports that customers were having trouble with the antennae on Apple's iPhone 4, its latest "superproduct." It was reported that he commented that iPhone 4...
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- April 1995 (Revised April 1995)
- Case
Pillsbury: Customer Driven Reengineering
By: Robert S. Kaplan
Pillsbury is transforming itself from an integrated producer of flour and bakery products to a value-added supplier of premium branded products. After initial successes applying activity-based costing to manufacturing operations, two senior executives decide to...
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Keywords:
Organizational Change and Adaptation;
Production;
Cost Management;
Activity Based Costing and Management;
Customer Value and Value Chain;
Food and Beverage Industry
Kaplan, Robert S. "Pillsbury: Customer Driven Reengineering." Harvard Business School Case 195-144, April 1995. (Revised April 1995.)
- June 1994 (Revised December 1997)
- Case
Safeway, Inc.'s Leveraged Buyout (C): Media Response
Focuses exclusively on the controversy by presenting the media responses to the LBO and its aftermath, including full text of Faludi's interview with Safeway CEO Peter Magowan, and her subsequent Journal article.
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Wruck, Karen, and Steve-Anna Stephens. "Safeway, Inc.'s Leveraged Buyout (C): Media Response." Harvard Business School Case 294-141, June 1994. (Revised December 1997.)
- summer 2008
- Article
Corporate Social Responsibility Through an Economic Lens
By: Forest L. Reinhardt, Robert N. Stavins and Richard H.K. Vietor
Business leaders, government officials, and academics are focusing considerable attention on the concept of "corporate social responsibility" (CSR), particularly in the realm of environmental protection. Beyond complete compliance with environmental regulations, do...
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Keywords:
Profit;
Governance Compliance;
Governing Rules, Regulations, and Reforms;
Corporate Social Responsibility and Impact;
Business and Shareholder Relations;
Environmental Sustainability
Reinhardt, Forest L., Robert N. Stavins, and Richard H.K. Vietor. "Corporate Social Responsibility Through an Economic Lens." Review of Environmental Economics and Policy 2, no. 2 (summer 2008).