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Show Results For
-
All HBS Web
(10,788)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- 24 Mar 2014
- Research & Ideas
The Surprising Link Between Language and Corporate Responsibility
Researchers have long shown that there are differences in how socially responsible companies depend on the culture of their country of origin. Companies located in countries including Germany, Japan, and most Nordic nations are more...
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Keywords:
by Michael Blanding
- 28 Feb 2022
- News
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
- October 2009 (Revised June 2011)
- Case
Zappos.com 2009: Clothing, Customer Service, and Company Culture
By: Frances X. Frei, Robin J. Ely and Laura Winig
On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies....
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Keywords:
Mergers and Acquisitions;
Customer Focus and Relationships;
Decision Choices and Conditions;
Governing and Advisory Boards;
Service Delivery;
Organizational Culture;
Internet and the Web;
Valuation;
Apparel and Accessories Industry;
Retail Industry
Frei, Frances X., Robin J. Ely, and Laura Winig. "Zappos.com 2009: Clothing, Customer Service, and Company Culture." Harvard Business School Case 610-015, October 2009. (Revised June 2011.)
- April 2019
- Response
Response to Comments on Toward a Prescriptive Theory of Dynamic Capabilities
By: Gary P. Pisano
Pisano, Gary P. "Response to Comments on Toward a Prescriptive Theory of Dynamic Capabilities." Industrial and Corporate Change 28, no. 2 (April 2019): 419–421.
- March 31, 2023
- Article
What Is the Optimal Pattern of a Customer Journey?
Even though customer experience (CX) leaders are becoming increasingly focused on optimizing their firms’ customer journeys, they face a clear challenge: Which touchpoints along the journey should they invest in? That is, which moments when the customer interacts with...
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De Freitas, Julian. "What Is the Optimal Pattern of a Customer Journey?" Harvard Business Review (website) (March 31, 2023).
Unlock the Mysteries of Your Customer Relationships
Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: People now expect companies...
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- 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...
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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 Right Price, at the Right Moment, to the Right Customer
By: Tim Ham and Marco Bertini
Ham, Tim, and Marco Bertini. "The Right Price, at the Right Moment, to the Right Customer." Business Strategy Review 24, no. 1 (Spring 2013): 49–53.
- 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...
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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).
- 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...
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- July–August 2014
- Article
Unlock the Mysteries of Your Customer Relationships
By: Jill Avery, Susan Fournier and John Wittenbraker
Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: people now expect companies...
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Keywords:
Brand Management;
CRM;
Brands and Branding;
Marketing;
Marketing Strategy;
Customer Focus and Relationships;
Customer Relationship Management;
Consumer Products Industry;
Retail Industry;
United States
Avery, Jill, Susan Fournier, and John Wittenbraker. "Unlock the Mysteries of Your Customer Relationships." Harvard Business Review 92, nos. 7/8 (July–August 2014): 72–81.
- Article
Moving from Engagement to a Real Marriage of Brand and Customer
Rayport, Jeffrey F. "Moving from Engagement to a Real Marriage of Brand and Customer." True (FleishmanHillard) (June 15, 2014).
- 01 Sep 2020
- News
3 Most Common Types of Customer Needs to Be Aware Of
- 28 Apr 2022
- News
Why Companies Should Pay More Attention to Customers Last in Line
- May 2016 (Revised January 2018)
- Case
Airbnb, Etsy, Uber: Acquiring the First Thousand Customers
By: Thales S. Teixeira and Morgan Brown
By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to match suppliers of assets for rent, physical products or services with customers demanding them. Among the most notable...
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Keywords:
Airbnb;
Etsy;
Uber;
Growth Hacking;
Two-sided Market;
Internet and the Web;
Marketing Strategy;
Digital Platforms;
Digital Marketing;
Business Startups;
Transportation Industry;
Accommodations Industry
Teixeira, Thales S., and Morgan Brown. "Airbnb, Etsy, Uber: Acquiring the First Thousand Customers." Harvard Business School Case 516-094, May 2016. (Revised January 2018.)
- 17 May 2004
- Research & Ideas
Why We Don’t Study Corporate Responsibility
to their ethical conduct. Scholarly attention to ethics and values does indeed have an impact on business leaders' self-conception and resulting behavior. Q: Corporate social View Details
Keywords:
by Manda Salls
- May 1992 (Revised July 1995)
- Case
Capital Holding Corp.: Reengineering the Direct Response Group
By: Donna B. Stoddard
Describes a major change initiative--reengineering--that is underway at Capital Holding Corp.'s Direct Response Group. The reengineering initiative involved changes to the organization's structure, control systems, and information systems.
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Keywords:
Organizational Change and Adaptation
Stoddard, Donna B. "Capital Holding Corp.: Reengineering the Direct Response Group." Harvard Business School Case 192-001, May 1992. (Revised July 1995.)
- 13 Feb 2019
- News
Want Digital Disruption? Decouple the Customer Experience
- 21 Mar 2016
- HBS Case
Can Customer Reviews Be 'Managed?'
in 2013. Professor Thales Teixeira discusses TripAdvisor’s staggering success, how the company has forced an entire industry to change the way it considers (and purposefully influences) the online review process, and how consumers...
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- 2016
- Book
Competing Against Luck: The Story of Innovation and Customer Choice
By: Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan
The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services that customers want to buy and are willing to purchase at a premium price....
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Christensen, Clayton M., Taddy Hall, Karen Dillon, and David S. Duncan. Competing Against Luck: The Story of Innovation and Customer Choice. New York: Harper Business, 2016.