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- All HBS Web (195)
- Faculty Publications (39)
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- 30 Nov 2010
- Working Paper Summaries
Sponsored Links’ or ’Advertisements’?: Measuring Labeling Alternatives in Internet Search Engines
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,...
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Keywords:
Cost;
Service Operations;
Distribution Channels;
Consumer Behavior;
Internet and the Web;
Banks and Banking;
Technology Adoption;
Service Delivery;
Market Transactions;
Market Participation;
Profit;
Retail Industry;
Banking Industry;
United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- 31 Jan 2022
- Research & Ideas
Where Can Digital Transformation Take You? Insights from 1,700 Leaders
is not for the fainthearted. Most of us know how to drive—we have the basics—but we recognize we are ill-prepared to race against world-class competitors. While data and digital technologies were once enablers of efficiency and...
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- 02 Feb 2023
- Research & Ideas
Why We Still Need Twitter: How Social Media Holds Companies Accountable
case of United Airlines, many viral tweets about nationally recognizable companies are picked up in media outlets like The New York Times and The Wall Street Journal. These results also highlight that social media alone cannot substitute...
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- Research Summary
Overview
By: Roberto Verganti
Roberto’s research focuses on how to create innovations that are meaningful for people, for society, and for their creators. He explores how leaders and organizations generate radically new visions, and make those visions come real. His studies lie at the intersection...
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- 15 Nov 2011
- First Look
First Look: November 15
duopoly rather than to remain a monopolist. Bias in Search Results?: Diagnosis and Response Author:Benjamin Edelman Publication:The Indian Journal of Law and Technology 7 (2011) Abstract I explore allegations of search engine bias,...
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Keywords:
Sean Silverthorne
- 05 May 2014
- Working Paper Summaries
Firms and the Economics of Skilled Immigration
- 18 Jun 2024
- Research & Ideas
Industrial Decarbonization: Confronting the Hard Challenges of Cement
Cities like Cairo; Chongqing, China; Delhi; and Kinshasa, Congo are experiencing population explosions accompanied by unprecedented demand for homes, offices, factories, and infrastructure. In the United States, the Biden Administration’s policy-driven infrastructure...
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- 28 Oct 2008
- First Look
First Look: October 28, 2008
use), we study data from the introduction by Patagonia, Inc., of organic cotton sportswear in the mid 1990s. Patagonia, a maker of high-end outdoor wear, substituted organic cotton for conventionally grown cotton in all of its sportswear...
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Martha Lagace
- 2013
- Working Paper
Clusters and the New Growth Path for Europe
By: Christian Ketels and Sergiy Protsiv
This paper outlines elements of a conceptual framework that clarifies the role that clusters play relative to government policies and actions of individual companies in supporting the emergence of "High Road" strategies that lead to better New Growth Path–related...
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Keywords:
Technological Innovation;
Competition;
Industry Clusters;
Globalization;
Economic Growth;
Europe
Ketels, Christian, and Sergiy Protsiv. "Clusters and the New Growth Path for Europe." WWW for Europe Working Paper Series, No. 14, July 2013. (WIFO, Vienna.)
- 24 Jan 2005
- Research & Ideas
Rethinking Activity-Based Costing
per time unit of supplying capacity. For example, if employees receive an 8 percent compensation increase, the resource cost rate in our example increases from $0.80 per supplied minute to $0.864 per minute. If new machines are View Details
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by Robert S. Kaplan & Steven R. Anderson
- 24 Oct 2011
- Research & Ideas
The Yelp Factor: Are Consumer Reviews Good for Business?
but can benefit from more information about their neighborhood spots. "Yelp is somewhat of a substitute for traditional forms of reputation," says Luca. "People are not using Yelp to find out about McDonald's." But...
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- 08 Jul 2019
- Research & Ideas
Are Paywalls Saving Newspapers?
Associate Professor of Business Administration at Harvard Business School. “To our knowledge, ours is the first study to do that.” Total upheaval Over the past 25 years, the once-profitable newspaper industry has endured upheaval due to changing View Details
- 30 May 2005
- Research & Ideas
Six Steps for Making Your Threat Credible
threat lack credibility, but you also have no way of changing course if the situation becomes dire. 3. Visibly incur sunk costs Suppose you are negotiating with a consulting firm to renew its contract to provide information technology...
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by Deepak Malhotra
- 27 Jan 2015
- First Look
First Look: January 27
case: https://cb.hbsp.harvard.edu/cbmp/product/213078-PDF-ENG Harvard Business School Case 815-061 Samuel Colt: An American Gun Maker Samuel Colt not only perfected and patented the technology for a gun that could fire multiple times...
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Sean Silverthorne
- 02 Apr 2001
- Research & Ideas
Not All M&As Are Alike—and That Matters
competitors in geographically fragmented industries; to extend into new products or markets; as a substitute for R&D; and to exploit eroding industry boundaries by inventing an industry. Despite the massive number of books and...
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by Joseph L. Bower
- 09 Oct 2001
- Research & Ideas
Driven: How Human Nature Shapes Organizations
job that fulfills only one or two drives, no matter how lavishly, would not be a substitute for a job that provides a balanced opportunity to fulfill all four drives. This simple design rule is the fundamental and primary one that should...
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by Paul Lawrence & Nitin Nohria
- 06 Jul 2011
- Research & Ideas
Are You a Level-Six Leader?
about the first three levels, although certainly levels two and three abound in organizations. There's much more to admire in levels four, five, and six. Level Four: Achiever "Achievers often substitute the needs of the whole with...
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by Mitch Maidique
- 27 Mar 2018
- First Look
First Look at New Research, March 27, 2018
reforms have the strongest impact in medical fields in which the probability of facing a malpractice claim is the largest, and they do not seem to affect the amount of new technologies of the highest and lowest quality. Our results...
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Sean Silverthorne
- 23 Jan 2018
- First Look
First Look at New Research and Ideas, January 23, 2018
family and societal levels: family-of-origin social class moderates effects of maternal employment, and childhood exposure to female employment within society can substitute for the influence of maternal employment on daughters and...
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Keywords:
Sean Silverthorne