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- News (2,320)
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- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
Show Results For
-
All HBS Web
(10,787)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- 2019
- Working Paper
Hidden in Plain Sight: Consumer Responses to Pseudo-Secrets in Marketing
By: Dafna Goor, Anat Keinan, Nir Halevy and Michael I. Norton
- 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.)
- 2004
- Book
Collaborative Customer Relationship Management: Taking CRM to the Next Level
By: Alexander H. Kracklauer, Daniel Quinn Mills and Dirk Seifert
Kracklauer, Alexander H., Daniel Quinn Mills, and Dirk Seifert. Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer-Verlag, 2004.
- September 2001
- Background Note
Assessing Your Organization's Crisis Response Plans
Organizations inevitably face crises, but few are well prepared to deal with them. This note summarizes the findings of research and experience about what it takes to respond effectively in crisis situations. Provides principles to guide crisis response planning,...
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Watkins, Michael D. "Assessing Your Organization's Crisis Response Plans." Harvard Business School Background Note 902-064, September 2001.
- July 2015
- Article
The Impact of Corporate Social Responsibility on Investment Recommendations: Analysts' Perceptions and Shifting Institutional Logics
By: Ioannis Ioannou and George Serafeim
We explore the impact of corporate social responsibility (CSR) ratings on sell-side analysts' assessments of firms' future financial performance. We suggest that when analysts perceive CSR as an agency cost, due to the prevalence of an agency logic, they produce...
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Keywords:
Corporate Social Responsibility;
Analysts;
Investment Recommendations;
Sustainability;
Institutional Logics;
Environment;
Corporate Social Responsibility and Impact;
Investment;
Corporate Governance;
United States
Ioannou, Ioannis, and George Serafeim. "The Impact of Corporate Social Responsibility on Investment Recommendations: Analysts' Perceptions and Shifting Institutional Logics." Strategic Management Journal 36, no. 7 (July 2015): 1053–1081.
- 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).
- June 2001
- Case
Bang Networks- The First Customer (A)
By: Jay O. Light and Mary N. Caravella
In November 2000, six-month-old start-up Bang Networks is preparing a proposal for its first paid subscription contract. The recent MBA founders of the new San Francisco--based company believe they have a unique new solution for effective delivery of real-time Web...
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Keywords:
Business Startups;
Negotiation Tactics;
Internet and the Web;
Valuation;
Value Creation;
Negotiation Preparation;
Information Technology Industry;
San Francisco
Light, Jay O., and Mary N. Caravella. "Bang Networks- The First Customer (A)." Harvard Business School Case 201-111, June 2001.
- January 2024 (Revised February 2024)
- Course Overview Note
Managing Customers for Growth: Course Overview for Students
By: Eva Ascarza
Managing Customers for Growth (MCG) is a 14-session elective course for second-year MBA students at Harvard Business School. It is designed for business professionals engaged in roles centered on customer-driven growth activities. The course explores the dynamics of...
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Keywords:
Customer Relationship Management;
Decision Making;
Analytics and Data Science;
Growth Management;
Telecommunications Industry;
Technology Industry;
Financial Services Industry;
Education Industry;
Travel Industry
Ascarza, Eva. "Managing Customers for Growth: Course Overview for Students." Harvard Business School Course Overview Note 524-032, January 2024. (Revised February 2024.)
- 23 Mar 2012
- News
How to Charge a Fee (Without Starting a Customer Rebellion)
- 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.
- 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.
- 13 Feb 2024
- Cold Call Podcast
Apple’s Dilemma: Balancing Privacy and Safety Responsibilities
Keywords:
Re: Nien-he Hsieh & Henry W. McGee
- 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.)
- 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).
- 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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- Teaching Interest
Overview
Lena teaches the required first year MBA course on Leadership and Corporate Accountability, an elective second year MBA course on Law, Management and Entrepreurship, and an elective second year MBA course on Challenges and Opportunities in the Restaurant Industry.
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Keywords:
Compliance;
Governance;
Fiduciary Duties;
Responsibilities To Investors;
Responsibilities To Customers;
Restaurants;
Sustainability;
Private Equity Documentation;
Start-ups;
Entrepreneurship;
Entrepreneurship Through Acquisition;
Law;
Laws and Statutes;
Lawsuits and Litigation;
Corporate Entrepreneurship;
Corporate Governance;
Governance Compliance;
Governance Controls;
Food;
Environmental Sustainability;
Private Ownership;
Private Equity;
Food and Beverage Industry;
Financial Services Industry;
United States;
Europe;
Chile;
India
The Magic That Makes Customer Experiences Stick
The field of customer experience (CX) design — which aims to ensure that customers have positive touch points with companies while buying and consuming their products and services — has grown quickly in recent years. Research has shown that memorable experiences,... View Details