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Show Results For
- All HBS Web
(11,150)
- People (21)
- News (2,324)
- Research (6,642)
- Events (51)
- Multimedia (105)
- Faculty Publications (4,564)
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- 2009
- Working Paper
Altruistic Dynamic Pricing with Customer Regret
By: Julio J. Rotemberg
A model is considered where firms internalize the regret costs that consumers experience when they see an unexpected price change. Regret costs are assumed to be increasing in the size of price changes and this can explain why the size of price increases is less... View Details
- October 2008 (Revised October 2009)
- Case
Shaklee Corporation: Corporate Social Responsibility
By: Christopher Marquis, V. Kasturi Rangan and Alison Comings
Having bought Shaklee Corporation from Yamanouchi, Roger Barnett, its owner and CEO, wrestled with the question of how to grow the company and its reputation for environmental sustainability. In addition to preserving the "network marketing" nature of its sales channel... View Details
Keywords: Business Model; Growth and Development Strategy; Marketing Channels; Corporate Social Responsibility and Impact; Environmental Sustainability; Reputation
Marquis, Christopher, V. Kasturi Rangan, and Alison Comings. "Shaklee Corporation: Corporate Social Responsibility." Harvard Business School Case 509-031, October 2008. (Revised October 2009.)
- February 2024
- Case
SundaySky: Changing Customer Experiences through Personalized Video
By: David C. Edelman and James Barnett
In June 2023, SundaySky CEO Jim Dicso considers growth strategies. The software-as-a-service company provided software to create advertising videos, customer service videos, and other videos, like employee training modules, and had begun to pilot a new generative... View Details
Keywords: Advertising; Strategy; Technology Adoption; AI and Machine Learning; Applications and Software; Growth and Development Strategy; Advertising Industry; Technology Industry; United States
Edelman, David C., and James Barnett. "SundaySky: Changing Customer Experiences through Personalized Video." Harvard Business School Case 524-013, February 2024.
- 12 Aug 2019
- Research & Ideas
How Scale Changes a Manager's Responsibilities
more time obtaining customer feedback and downloading it to your team, and brainstorming and selling ideas. It’s OK to stay close to a passion... View Details
Keywords: by Julia Austin
- 2 Mar 2023 - 4 Mar 2023
- Conference Presentation
Speedy Activists: Firm Response Time to Sociopolitical Events Influences Consumer Behavior
By: Maya Balakrishnan, Julian De Freitas and Alison Wood Brooks
Balakrishnan, Maya, Julian De Freitas, and Alison Wood Brooks. "Speedy Activists: Firm Response Time to Sociopolitical Events Influences Consumer Behavior." Paper presented at the Society for Consumer Psychology Annual Conference, San Juan, PR, March 2–4, 2023.
- July 2023 (Revised February 2024)
- Supplement
Managing Customer Retention at Teleko
By: Eva Ascarza
This exercise aims to teach students about 1)Targeting Policies; and 2)Algorithmic decision making, 3) Retention management. View Details
- August 2012
- Article
Consumer Response to Versioning: How Brands' Production Methods Affect Perceptions of Unfairness
By: Andrew Gershoff, Ran Kivetz and Anat Keinan
Marketers often extend product lines by offering limited-capability models that are created by removing or degrading features in existing models. This production method, called versioning, has been lauded because of its ability to increase both consumer and firm... View Details
Keywords: Brands and Branding; Production; Competency and Skills; Welfare or Wellbeing; Cost vs Benefits; Perception; Customers; Performance Evaluation; Fairness; Business Ventures
Gershoff, Andrew, Ran Kivetz, and Anat Keinan. "Consumer Response to Versioning: How Brands' Production Methods Affect Perceptions of Unfairness." Journal of Consumer Research 39, no. 2 (August 2012): 382–398. (Selected in 2017 for JCR Research Curations on “Behavioral Pricing”.)
- Summer 2013
- Response
How Caesars Entertainment Is Betting on Sustainability: Response
One of the largest gaming companies in the world expanded its sustainability efforts using a scorecard to guide and goad managers. This response assesses Caesars Entertainment's CodeGreen scorecard, advocates a more comprehensive environmental assessment to target... View Details
Keywords: Games, Gaming, and Gambling; Entertainment; Energy; Energy Conservation; Buildings and Facilities; Goals and Objectives; Corporate Social Responsibility and Impact; Performance Evaluation; Entertainment and Recreation Industry
Toffel, Michael W. "How Caesars Entertainment Is Betting on Sustainability: Response." MIT Sloan Management Review 54, no. 4 (Summer 2013): 72–73.
- Article
The Social Contract Model of Corporate Purpose and Responsibility
By: Nien-he Hsieh
Of the many developments in business ethics that Thomas Donaldson has helped pioneer, one is the application of social contract theory to address questions about the responsibilities of business actors. In Corporations and Morality, Donaldson develops one of the... View Details
Hsieh, Nien-he. "The Social Contract Model of Corporate Purpose and Responsibility." Business Ethics Quarterly 25, no. 4 (October 2015): 433–460. (DOI: 10.1017/beq.2016.1.)
- January 2004 (Revised April 2005)
- Background Note
Personal Values and Professional Responsibilities
Describes some of the classic conflicts managers face in trying to live and work by their personal values and uses Hirschman's "exit, loyalty, and voice" framework to suggest ways for resolving these conflicts. View Details
Keywords: Values and Beliefs; Personal Development and Career; Conflict of Interests; Conflict and Resolution
Badaracco, Joseph L., Jr. "Personal Values and Professional Responsibilities." Harvard Business School Background Note 304-070, January 2004. (Revised April 2005.)
- December 2017
- Case
Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table
By: Jose B. Alvarez, Maria Fernanda Miguel and Mariana Cal
Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2 billion in 2016, the firm not only produced flour, vegetable oil, and packaged food products, it also owned a port... View Details
Keywords: Quality Management System; Food Industry; Molino Cañuelas; Argentina; Vertical Integration; Quality; Management Systems; Expansion; Global Range; Growth and Development Strategy; Agribusiness; Food and Beverage Industry; Agriculture and Agribusiness Industry; Argentina
Alvarez, Jose B., Maria Fernanda Miguel, and Mariana Cal. "Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table." Harvard Business School Case 518-046, December 2017.
- 2016
- Chapter
Ignore, Avoid, Abandon, and Embrace: What Drives Firm Responses to Environmental Regulation?
By: David F. Drake and Robin L. Just
A regulator's ability to incentivize environmental improvement among firms is vital in achieving long-term sustainability. However, firms can and do respond to environmental regulation in a variety of ways: complying with its intent; avoiding the regulation by... View Details
Keywords: Sustainability; Environmental Operations; Regulation; Cost vs Benefits; For-Profit Firms; Operations; Environmental Sustainability
Drake, David F., and Robin L. Just. "Ignore, Avoid, Abandon, and Embrace: What Drives Firm Responses to Environmental Regulation?" In Environmentally Responsible Supply Chains, edited by Atalay Atasu. New York: Springer, 2016.
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to... View Details
Keywords: by Martha Lagace
- 2014
- Chapter
Customer Experience and Service Design
By: Uday S. Karmarkar and Uma R. Karmarkar
While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the... View Details
Keywords: Service Design; Service Management; Product Design; Service Operations; Customer Satisfaction; Service Industry
Karmarkar, Uday S., and Uma R. Karmarkar. "Customer Experience and Service Design." Chap. 7 in Managing Consumer Services: Factory or Theater? edited by Enzo Baglieri and Uday Karmarkar, 109–130. Springer, 2014.
- 09 Jan 2013
- Sharpening Your Skills
Sharpening Your Skills: Understanding Customers
Questions To Be Answered What's the biggest obstacle to excellence in service organizations? Should I do what my customers tell me to do? How can... View Details
Keywords: Re: Multiple Faculty
- 2009
- Chapter
Creating Superior Customer Value in a Connected World
By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
- January 31, 2019
- Article
The Backlash to Larry Fink's Letter Shows How Far Business Has to Go on Social Responsibility
By: Mark R. Kramer
Larry Fink, CEO of BlackRock, the world’s largest investor with $6 trillion under management, evoked heated controversy with his remarks last week that his company would change its hiring and potentially its compensation structure to advance diversity and ensure that... View Details
Kramer, Mark R. "The Backlash to Larry Fink's Letter Shows How Far Business Has to Go on Social Responsibility." Harvard Business Review Digital Articles (January 31, 2019).
- November 2022 (Revised February 2024)
- Exercise
Managing Customer Retention at Teleko
By: Eva Ascarza
This exercise aims to teach students about 1) Targeting Policies; and 2) Algorithmic decision making, and 3) Retention management. View Details
Ascarza, Eva. "Managing Customer Retention at Teleko." Harvard Business School Exercise 523-005, November 2022. (Revised February 2024.)
- May 1994
- Background Note
Segmenting Customers in Mature Industrial Markets: An Application
In mature industrial markets, segmenting customers by size, industry, or product benefits alone rarely is sufficient. Customer behavior regarding trade-offs between price and service also becomes an important criterion. This note offers a framework to enable such... View Details
Keywords: Segmentation; Framework; Consumer Behavior; Marketing Strategy; Industrial Products Industry
Rangan, V. Kasturi. "Segmenting Customers in Mature Industrial Markets: An Application." Harvard Business School Background Note 594-089, May 1994.
- 06 May 2002
- Research & Ideas
A Toolkit for Customer Innovation
"Listen carefully to what your customers want and then respond with new products that meet or exceed their needs." That mantra has dominated many a business, and it has undoubtedly led View Details
Keywords: by Stefan Thomke & Eric Von Hippel