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- Faculty Publications (122)
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- All HBS Web (463)
- Faculty Publications (122)
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
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Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Customer Relationship Management;
Service Operations;
Customer Satisfaction;
Banking Industry;
Retail Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- 06 Mar 2018
- First Look
First Look at Research and Ideas, March 6, 2018
provide insights into why and how investors use reported environmental, social, and governance (ESG) information. Relevance to investment performance is the most frequent motivation for use of ESG data followed by client demand and...
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Keywords:
Sean Silverthorne
- December 2022 (Revised February 2023)
- Case
Daniel Defense: Responding to the Shooting at the Robb Elementary School in Uvalde, TX
By: Benjamin C. Esty and Daniel Fisher
At 11:33am on May 24, 2022, an 18-year-old man from Uvalde, Texas walked into the Robb Elementary School carrying a semi-automatic "AR-15-style” rifle manufactured by Daniel Defense and killed 19 children and two adults. Three days later, Representative Carolyn Maloney...
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Keywords:
Gun Violence;
Gun Policy;
Second Amendment;
Legal Liability;
Government Legislation;
Marketing Strategy;
Business or Company Management;
Product Marketing;
Ethics;
Corporate Accountability;
Corporate Social Responsibility and Impact;
Moral Sensibility;
Crime and Corruption;
Governing Rules, Regulations, and Reforms;
Manufacturing Industry;
Advertising Industry;
United States
Esty, Benjamin C., and Daniel Fisher. "Daniel Defense: Responding to the Shooting at the Robb Elementary School in Uvalde, TX." Harvard Business School Case 323-058, December 2022. (Revised February 2023.)
- May 2014 (Revised June 2014)
- Case
Intellectual Property Strategy at North Technology Group—Sailing Downwind
By: Felix Oberholzer-Gee and William W. Fisher III
North Sails is the world's leading sailmaker. The company commands a global market share of more than 50% and is largely responsible for the rapid technological progress in the sailmaking industry over the past 30 years. CEO Tom Whidden needs to consider how to best...
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Oberholzer-Gee, Felix, and William W. Fisher III. "Intellectual Property Strategy at North Technology Group—Sailing Downwind." Harvard Business School Case 714-403, May 2014. (Revised June 2014.)
- Web
Harvard Business School
Broadcast executive and businessman W. Don Cornwell was hired by Goldman Sachs in 1971 and later promoted to chief operating officer of the investment banking division's corporate finance department. In 1988, Cornwell left the securities...
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- 18 Feb 2015
- First Look
First Look: February 18
While many texts teach the theories and frameworks of management education, Managerial Accounting goes further by covering the capabilities and techniques necessary for effective management practice, as well as fostering attitudes that...
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Keywords:
Sean Silverthorne
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
View Details
Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Service Operations;
Customer Relationship Management;
Customer Satisfaction;
Performance
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488.
- November 2020
- Supplement
Valuing Celgene's CVR
By: Benjamin C. Esty and Daniel Fisher
When Bristol-Myers Squibb (BMS) acquired Celgene Corporation in November 2019, Celgene shareholders received cash, BMS stock, and a contingent value right (CVRs) that would pay $9 if the U.S. Food and Drug Administration (FDA) approved three of Celgene’s late stage...
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- January–February 2018
- Article
More than a Paycheck: How to Create Good Blue-Collar Jobs in the Knowledge Economy
By: Dennis Campbell, John Case and Bill Fotsch
Fifty years ago a good blue-collar job was with a large manufacturer such as General Motors or Goodyear. Often unionized, it paid well, offered benefits, and was secure. But manufacturing employment has steadily declined, from about 25% of the U.S. labor force in 1970...
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Campbell, Dennis, John Case, and Bill Fotsch. "More than a Paycheck: How to Create Good Blue-Collar Jobs in the Knowledge Economy." Harvard Business Review 96, no. 1 (January–February 2018): 118–124.
- Article
Hurry or Wait: The Pros and Cons of Going Fast or Slow on Climate Change
By: Eleanor Denny and Jurgen Weiss
Climate change risk will likely force the de-carbonization of our electricity sector and thus involve massive investments in long-lived assets using many new and emerging technologies. Since technological progress (independent or dependent on deployment) will likely...
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Keywords:
Electricity Sector;
Environmental Risks;
Fat Tails;
Greenhouse Gas Emissions;
Climate Change;
Information Technology;
Investment;
Technological Innovation;
Cost vs Benefits
Denny, Eleanor, and Jurgen Weiss. "Hurry or Wait: The Pros and Cons of Going Fast or Slow on Climate Change." Economists' Voice 12, no. 1 (August 2015): 19–24.
- May 1991
- Article
Presidential Commitment and the Veto
By: Daniel E. Ingberman and Dennis Yao
A president's power to veto is widely recognized as an important weapon in the struggle with Congress over legislation. In this paper we investigate the effectiveness of the veto weapon with a simple model of presidential powers that incorporates informal institutional...
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Keywords:
Government Legislation;
Laws and Statutes;
Financial Markets;
Value;
Taxation;
Conflict and Resolution;
Research;
Performance Effectiveness;
Legal Services Industry
Ingberman, Daniel E., and Dennis Yao. "Presidential Commitment and the Veto." American Journal of Political Science 35, no. 2 (May 1991): 357–389. (Harvard users click here for full text.)
- November 2006 (Revised March 2007)
- Case
Goodyear and the Threat of Government Tire Grading
By: Felix Oberholzer-Gee, Dennis A. Yao and Elizabeth Raabe
In the spring of 1977, Goodyear CEO Charles J. Pilliod Jr. was looking at an internal report on government and legal events relevant to the tire industry. Two items caught his attention. First, he noticed that an industry suit to block the government's proposed system...
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Keywords:
Competitive Advantage;
Lawsuits and Litigation;
Auto Industry;
Rubber Industry;
United States
Oberholzer-Gee, Felix, Dennis A. Yao, and Elizabeth Raabe. "Goodyear and the Threat of Government Tire Grading." Harvard Business School Case 707-494, November 2006. (Revised March 2007.)
- September 2022
- Article
Tone at the Bottom: Measuring Corporate Misconduct Risk from the Text of Employee Reviews
By: Dennis W. Campbell and Ruidi Shang
This paper examines whether information extracted via text-based statistical methods applied to employee reviews left on the website Glassdoor.com can be used to develop indicators of corporate misconduct risk. We argue that inside information on the incidence of...
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Keywords:
Management Accounting;
Management Control;
Corporate Culture;
Corporate Misconduct;
Risk Measurement;
Organizational Culture;
Crime and Corruption;
Risk and Uncertainty;
Measurement and Metrics
Campbell, Dennis W., and Ruidi Shang. "Tone at the Bottom: Measuring Corporate Misconduct Risk from the Text of Employee Reviews." Management Science 68, no. 9 (September 2022): 7034–7053.
- 2023
- Working Paper
Culture as a Signal: Evidence from a Natural Field Experiment
By: Wei Cai, Dennis Campbell and Jiehang Yu
The importance of culture as an informal management control system is increasingly acknowledged in academia. While prior research mainly focuses on the value of culture on internal stakeholders (e.g., employees), we examine whether culture serves as a credible signal...
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Cai, Wei, Dennis Campbell, and Jiehang Yu. "Culture as a Signal: Evidence from a Natural Field Experiment." SSRN Working Paper Series, No. 4447603, May 2023.
- January 2019 (Revised February 2019)
- Supplement
The a2 Milk Company
By: Benjamin C. Esty, Daniel Fisher and Greg Saldutte
The a2 Milk Company (a2MC) became the most valuable company listed on the New Zealand stock exchange in 2018 by capitalizing on a biochemical discovery related to the protein composition of cow's milk. Because many people find the A1 protein difficult to digest, and...
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Keywords:
Judo Economics;
Market Entry;
Innovation;
Barriers To Response;
Industry Attractiveness;
Advantage Horizon;
Sustainability;
First-mover Advantage;
Scope;
Strategy Execution;
Strategic Evolution;
Biochemistry;
Genetics;
Branding;
Commodity;
Milk;
Dairy;
Infant Formula;
Farming;
Porter's Five Forces;
Competitive Advantage;
Corporate Strategy;
Value Creation;
Competition;
Market Entry and Exit;
Disruption;
Innovation and Invention;
Five Forces Framework;
Consumer Products Industry;
New Zealand;
Australia;
China
- April 2019
- Teaching Note
The a2 Milk Company
By: Benjamin C. Esty and Daniel Fisher
The a2 Milk Company (a2MC) became the most valuable company listed on the New Zealand stock exchange in 2018 by capitalizing on a biochemical discovery related to the protein composition of cow's milk. Because many people find the A1 protein difficult to digest, and...
View Details
Keywords:
Judo Economics;
Market Entry;
Innovation;
Barriers To Response;
Industry Attractiveness;
Advantage Horizon;
Sustainability;
First-mover Advantage;
Scope;
Strategy Execution;
Strategic Evolution;
Biochemistry;
Genetics;
Branding;
Commodity;
Milk;
Dairy;
Infant Formula;
Farming;
Porter's Five Forces;
Market Entry and Exit;
Disruption;
Innovation and Invention;
Competitive Advantage;
Corporate Strategy;
Value Creation;
Competition;
Brands and Branding;
Five Forces Framework;
Consumer Products Industry;
New Zealand;
Australia;
China
- 17 Apr 2012
- First Look
First Look: April 17
Participants assigned to recall a purchase made for someone else reported feeling significantly happier immediately after this recollection; most importantly, the happier participants felt, the more likely they were to choose to spend a windfall on someone else in the...
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Keywords:
Carmen Nobel
- Forthcoming
- Article
The Double-Edged Sword of Exemplar Similarity
By: Majid Majzoubi, Eric Zhao, Tiona Zuzul and Greg Fisher
We investigate how a firm’s positioning relative to category exemplars shapes security analysts’ evaluations. Using a two-stage model of evaluation (initial screening and subsequent assessment), we propose that exemplar similarity enhances a firm’s recognizability and...
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Majzoubi, Majid, Eric Zhao, Tiona Zuzul, and Greg Fisher. "The Double-Edged Sword of Exemplar Similarity." Organization Science (forthcoming). (Pre-published online May 7, 2024.)
- summer 2003
- Article
Patents, Invalidity, and the Strategic Transmission of Enabling Information
By: James J. Anton and Dennis A. Yao
The patent system encourages innovation and knowledge disclosure by providing exclusivity to inventors. Exclusivity is limited, however, because a substantial fraction of patents have some probability of being ruled invalid when challenged in court. The possibility of...
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Keywords:
System;
Innovation and Invention;
Knowledge Dissemination;
Courts and Trials;
Competition;
Patents;
Corporate Disclosure
Anton, James J., and Dennis A. Yao. "Patents, Invalidity, and the Strategic Transmission of Enabling Information." Journal of Economics & Management Strategy 12, no. 2 (summer 2003): 151–178. (Harvard users click here for full text.)
- 11 May 2017
- News
Going with the Flow
“If I look back at my career, I’ve focused on liquid assets: blood, water, and beer.” That is the wry encapsulation Cynthia Fisher (MBA 1990) uses to describe her professional activities. Like Fisher...
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Keywords:
Robert S. Benchley