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- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
Show Results For
-
All HBS Web
(10,794)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- 19 Oct 2010
- Working Paper Summaries
The Impact of Supply Learning on Customer Demand: Model and Estimation Methodology
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
customer experience faces cutbacks, what services get chopped? Fix This! Why is it so Painful to Buy a New Car? Car-buying sends shivers up the backbones of American consumers, so why hasn’t the industry...
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- November 2015
- Article
When Doing Good Is Bad in Gift-giving: Mis-predicting Appreciation of Socially Responsible Gifts
By: Lisa A. Cavanaugh, F. Gino and Gavan J. Fitzsimons
Gifts that support a worthy cause (i.e., "gifts that give twice"), such as a charitable donation in the recipient's name, have become increasingly popular. Recipients generally enjoy these gifts, which not only benefit others in need but also make recipients feel good...
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Cavanaugh, Lisa A., F. Gino, and Gavan J. Fitzsimons. "When Doing Good Is Bad in Gift-giving: Mis-predicting Appreciation of Socially Responsible Gifts." Organizational Behavior and Human Decision Processes 131 (November 2015): 178–189.
- May–June 2023
- Article
Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail
By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno
The impact of delays has been widely studied in various offline services. The focus of this study is online services, and we explore the impact of in-process delays—measured by website speed—on customer behavior. We leverage novel retail and website speed data to...
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Keywords:
Online Retail;
Quasi-experiments;
Abandonment;
Synthetic Control;
E-commerce;
Internet and the Web;
Consumer Behavior;
Policy;
Retail Industry
Gallino, Santiago, Nil Karacaoglu, and Antonio Moreno. "Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail." Operations Research 71, no. 3 (May–June 2023): 876–894.
- Article
Determining Segmentation in Sales Response Across Consumer Purchase Behaviors
By: Randolph E. Bucklin, Sunil Gupta and S. Siddarth
Bucklin, Randolph E., Sunil Gupta, and S. Siddarth. "Determining Segmentation in Sales Response Across Consumer Purchase Behaviors." Journal of Marketing Research (JMR) 35, no. 2 (May 1998): 189–197.
- Article
Putting the 'Relationship' Back into CRM
By: Susan Fournier and Jill Avery
Many managers think that the way to capture value through relationship marketing is to focus on the 'good' customers and get rid of the 'bad' ones. But there is a lot more to best practice relationship management than maximizing revenues on individual customers and...
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Keywords:
Marketing;
CRM;
Customer Relationship Management;
Brand Building;
Brand Management;
Customer Lifetime Value;
Customer Focus and Relationships;
Customer Satisfaction;
Marketing Strategy;
Brands and Branding;
Consumer Products Industry
Fournier, Susan, and Jill Avery. "Putting the 'Relationship' Back into CRM." MIT Sloan Management Review 52, no. 3 (Spring 2011): 63–72.
- May 2015
- Teaching Note
Aviva Investors
By: George Serafeim
Keywords:
Responsibility;
Responsibilities To Society;
Sustainability;
Sustainability Reporting;
Corporate Social Responsibility;
Corporate Sustainability;
Activist Investors;
Investment Management;
Investment Strategy;
Corporate Accountability;
Corporate Social Responsibility and Impact;
Integrated Corporate Reporting;
Environmental Sustainability;
Investment Activism
- September 2023
- Teaching Note
Roche: ESG and Access to Healthcare
By: George Serafeim
Teaching Note for HBS Case No. 123-075. In May 2022, Roche Group, one of the largest healthcare companies in the world, hosted its first ESG investor event focused exclusively on its efforts to impact access to healthcare. While Roche had recently set an ambitious goal...
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- March 2021
- Case
Dasra: From Strategic Philanthropy to Field Building
By: V. Kasturi Rangan and Tanya Bijlani
Dasra, a pioneer in the Indian Strategic Philanthropy space founded by a husband and wife team, had grown and evolved with the fast changing philanthropy scene in India. By 2017 it had managed to raise nearly $100 million of new capital for NGOs and Nonprofits in...
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Keywords:
Philanthropy;
Impact Investing;
Corporate Social Responsibility;
Social Sector;
Philanthropy and Charitable Giving;
Corporate Social Responsibility and Impact;
Social Entrepreneurship;
Strategy;
India
Rangan, V. Kasturi, and Tanya Bijlani. "Dasra: From Strategic Philanthropy to Field Building." Harvard Business School Case 521-071, March 2021.
- 28 May 2012
- Research & Ideas
A Pragmatic Alternative for Creating a Corporate Social Responsibility Strategy
Thousands of large, profitable companies have all the right intentions of giving back to society—and yet a sizable number of them have corporate social responsibility (CSR) programs that provide little...
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Keywords:
by Dina Gerdeman
- Forthcoming
- Chapter
Intermediation and Diffusion of Responsibility in Negotiation: A Case of Bounded Ethicality
By: Neeru Paharia, Lucas Clayton Coffman and Max Bazerman
This article compares direct deception with deception via an intermediary in the bargaining context. It describes a growing experimental literature that suggests how perceived ethics surrounding transactions with multiple partners can encourage misbehavior. It is noted...
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Paharia, Neeru, Lucas Clayton Coffman, and Max Bazerman. "Intermediation and Diffusion of Responsibility in Negotiation: A Case of Bounded Ethicality." In The Oxford Handbook of Economic Conflict Resolution, edited by Gary E. Bolton and Rachel T.A. Croson, 37–46. New York: Oxford University Press, 2012.
- 18 May 2022
- Research & Ideas
Are Banks the ‘Bad Guys’? Overdraft Fees Are Crushing Low-Income Customers
Payday lenders have long been cast as villains for charging consumers sky-high interest rates, leaving borrowers who live paycheck to paycheck struggling to repay loans. But conventional banks are just as...
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- TeachingInterests
Executive Education: Leading Growth through Customer Centricity — India
By: Rajiv Lal
Establishing a strategic advantage in India's highly competitive marketplace requires a systemic shift in focus—away from selling products and toward meeting the needs of customers. But how many companies are prepared to carry out such fundamental change? By... View Details
- 10 Oct 2018
- Research & Ideas
The Legacy of Boaty McBoatface: Beware of Customers Who Vote
public. Boaty blowback highlights the potential danger of giving consumers the power to vote, even though customer engagement is a primary goal of almost every social media strategy. The problem: Even though...
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- March – April 2008
- Article
Customer Preference Discontinuities: A Trigger for Radical Technological Change
By: Mary Tripsas
What factors cause a mature industry to re-enter a period of technological turbulence? This paper addresses this question by developing a model of technological evolution that incorporates both technological trajectories and a new concept: preference trajectories, ...
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Keywords:
History;
Technology;
Transition;
Consumer Behavior;
Industry Structures;
Product Development
Tripsas, Mary. "Customer Preference Discontinuities: A Trigger for Radical Technological Change." Managerial and Decision Economics 29 (March–April 2008): 79–97.
- 14 Feb 2013
- News
Wagaroo: A matching market for pet dogs from responsible sources
- February 2009
- Background Note
Basic Techniques for the Analysis of Customer Information Using Excel 2007: A Step-by-Step Approach
By: Francisco de Asis Martinez-Jerez
The objective of this note is to provide a set of easy, step-by-step guides for some analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning through Customer Information" (CWCI). The instructions that follow use...
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Keywords:
Customer Relationship Management;
Information Management;
Management Analysis, Tools, and Techniques
Martinez-Jerez, Francisco de Asis. "Basic Techniques for the Analysis of Customer Information Using Excel 2007: A Step-by-Step Approach." Harvard Business School Background Note 109-052, February 2009.
- November 2012 (Revised July 2013)
- Supplement
The Great East Japan Earthquake (B): Fast Retailing Group's Response
By: Hirotaka Takeuchi, Kenichi Nonomura, Dena Neuenschwander, Meghan Ricci, David Roth, Kate Schoch and Sergey Vartanov
A few hours after the earthquake hit on March 11, 2011, CEO Tadashi Yanai of Fast Retailing was eating sushi at a restaurant near his office. He was confident that his store managers would be able to decide for themselves the best action to take in the midst of this...
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Keywords:
Japan;
Earthquake;
Fast Retailing Group;
Decisions;
Natural Disasters;
Crisis Management;
Retail Industry;
Japan
Takeuchi, Hirotaka, Kenichi Nonomura, Dena Neuenschwander, Meghan Ricci, David Roth, Kate Schoch, and Sergey Vartanov. "The Great East Japan Earthquake (B): Fast Retailing Group's Response." Harvard Business School Supplement 713-439, November 2012. (Revised July 2013.)
- April 1999 (Revised March 2000)
- Background Note
Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product?
By: Clayton M. Christensen
Describes a methodology for identifying markets for new technologies and for defining the highest value attributes of new products or services. It helps innovators escape the trap of incremental improvements to established product concepts by asking a straightforward...
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Christensen, Clayton M. "Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product?" Harvard Business School Background Note 699-029, April 1999. (Revised March 2000.)
- February 2006
- Case
Millions of Customers and the Search for a Business: the Challenge of IRC-Hispano
Like many online services, IRC-Hispano, the world's largest Spanish-language chat organization, has many customers but sees few revenues. As an association, its structure presents many limitations and hurdles to overcome involving investing in technology platform...
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Keywords:
Customer Value and Value Chain;
Decision Choices and Conditions;
Digital Platforms;
Technology Adoption;
Internet and the Web;
Organizational Structure;
Technological Innovation;
Revenue;
Web Services Industry;
Technology Industry;
Spain
Martinez-Jerez, Francisco de Asis, Fernando de Barrajo, and Joshua Bellin. "Millions of Customers and the Search for a Business: the Challenge of IRC-Hispano." Harvard Business School Case 106-053, February 2006.