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Show Results For
- All HBS Web
(11,147)
- People (21)
- News (2,323)
- Research (6,644)
- Events (51)
- Multimedia (105)
- Faculty Publications (4,566)
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- March 2018 (Revised August 2020)
- Case
Alaska Airlines: Empowering Frontline Workers to Make It Right
By: Ranjay Gulati, Andrew O'Connell and Caroline de Lacvivier
This case documents the ongoing efforts by Alaska Airlines to enhance its efforts to become more customer centric by empowering its employees using a service framework. It explores how the airline starts with a completely hands-off approach to empowerment in which... View Details
Keywords: Employee Empowerment; Customer Focus and Relationships; Employees; Service Delivery; Organizational Culture; Integration; Air Transportation Industry
Gulati, Ranjay, Andrew O'Connell, and Caroline de Lacvivier. "Alaska Airlines: Empowering Frontline Workers to Make It Right." Harvard Business School Case 418-063, March 2018. (Revised August 2020.)
- June 2003 (Revised September 2003)
- Background Note
Acquisitions & Alliances: Introduction to the Course
Helps students understand the multiple forms M&A deals can take, while framing the underlying dimensions that managers must consider when designing or assessing a given deal. Begins by introducing students to the ways in which M&A activity creates value, proceeds by... View Details
Baldwin, Carliss Y. "Acquisitions & Alliances: Introduction to the Course." Harvard Business School Background Note 803-199, June 2003. (Revised September 2003.)
- June 2010
- Case
FoldRite Furniture Company: Planning to Meet a Surge in Demand
By: Steven C. Wheelwright and Afarin Bellisario
Demand for folding and stackable chairs and tables at FoldRite Furniture Co. is unexpectedly strong. The company spent the previous two years improving manufacturing quality and efficiency, dropping poor-performing product lines, developing new products that are... View Details
Keywords: Manufacturing; Production Capacity; Production Scheduling; Risk Management; Growth Management; Production; Logistics; Order Taking and Fulfillment; Business Strategy; Manufacturing Industry; Consumer Products Industry; United States; Europe
Wheelwright, Steven C., and Afarin Bellisario. "FoldRite Furniture Company: Planning to Meet a Surge in Demand." Harvard Business School Brief Case 104-555, June 2010.
- 15 Apr 2019
- Research & Ideas
Infographic: Can I Please Speak to an Actual Person?
Based on the Working Paper, Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact (pdf) by Michelle A. Shell and Ryan W. Buell. Shell is a doctoral student at Harvard Business... View Details
- Article
Products to Platforms: Making the Leap
By: Feng Zhu and Nathan Furr
Following the path of companies such as Apple and Amazon, more and more firms are trying to become not just product purveyors but also platform providers, facilitating direct connections between customers and other groups. Although launching a platform can generate new... View Details
Zhu, Feng, and Nathan Furr. "Products to Platforms: Making the Leap." Harvard Business Review 94, no. 4 (April 2016): 72–78.
- 2020
- Working Paper
Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach
By: Eva Ascarza
The success of Customer Relationship Management (CRM) programs ultimately depends on the firm's ability to understand consumers' preferences and precisely capture how these preferences may differ across customers. Only by understanding customer heterogeneity, firms can... View Details
Keywords: Customer Management; Targeting; Deep Exponential Families; Probabilistic Machine Learning; Cold Start Problem; Customer Relationship Management; Customer Value and Value Chain; Consumer Behavior; Analytics and Data Science; Mathematical Methods; Retail Industry
Padilla, Nicolas, and Eva Ascarza. "Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach." Harvard Business School Working Paper, No. 19-091, February 2019. (Revised May 2020. Accepted at the Journal of Marketing Research.)
- September 2016 (Revised September 2017)
- Case
Zalora Philippines: From Growth to Profitability
By: Donald Ngwe and Thales Teixeira
In May 2015 Paulo Campos, co-founder and CEO of Zalora Philippines, found himself at a crucial turning point in his young company’s development. In just three years, Zalora had come from entering the Philippine fashion retail industry as an unknown quantity to becoming... View Details
Keywords: Internet and the Web; Business Subsidiaries; Business Growth and Maturation; Fashion Industry; Retail Industry; Sweden; Southeast Asia; Philippines
Ngwe, Donald, and Thales Teixeira. "Zalora Philippines: From Growth to Profitability." Harvard Business School Case 517-009, September 2016. (Revised September 2017.)
- 29 Nov 2017
- Research & Ideas
How to Succeed in Business (According to a 15th Century Trade Merchant)
issue of responsibility to the community and who you are as a person.” Written in 1458 in Italy by trade merchant Benedetto Cotrugli, The Book of the Art of Trade recently received its first English... View Details
Keywords: by Julia Hanna
- Article
Enacting Rituals to Improve Self-control
By: D. A. Tian, J. Schroeder, G. Haubl, J. Risen, M. I. Norton and F. Gino
Rituals are predefined sequences of actions characterized by rigidity and repetition. We propose that enacting ritualized actions can enhance subjective feelings of self-discipline, such that rituals can be harnessed to improve behavioral self-control. We test this... View Details
Tian, D. A., J. Schroeder, G. Haubl, J. Risen, M. I. Norton, and F. Gino. "Enacting Rituals to Improve Self-control." Journal of Personality and Social Psychology 114, no. 6 (June 2018): 851–876.
- 2016
- Article
Recursive Mentalizing and Common Knowledge in the Bystander Effect
By: Kyle A. Thomas, Julian De Freitas, Peter DiScioli and Steven Pinker
The more potential helpers there are, the less likely any individual is to help. A traditional explanation
for this bystander effect is that responsibility diffuses across the multiple bystanders, diluting the responsibility of each. We investigate an... View Details
Keywords: Bystander Effect; Diffusion Of Responsibility; Volunteer's Dilemma; Common Knowledge; Theory Of Mind; Behavior; Theory
Thomas, Kyle A., Julian De Freitas, Peter DiScioli, and Steven Pinker. "Recursive Mentalizing and Common Knowledge in the Bystander Effect." Journal of Experimental Psychology: General 145, no. 5 (2016): 621–629.
- July–August 2024
- Article
Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals
By: Ta-Wei Huang and Eva Ascarza
Firms are increasingly interested in developing targeted interventions for customers with the best response,
which requires identifying differences in customer sensitivity, typically through the conditional average treatment
effect (CATE) estimation. In theory, to... View Details
Keywords: Long-run Targeting; Heterogeneous Treatment Effect; Statistical Surrogacy; Customer Churn; Field Experiments; Consumer Behavior; Customer Focus and Relationships; AI and Machine Learning; Marketing Strategy
Huang, Ta-Wei, and Eva Ascarza. "Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals." Marketing Science 43, no. 4 (July–August 2024): 863–884.
- June 2017
- Teaching Note
The De Beers Group: Exploring the Diamond Reselling Opportunity
By: Benjamin C. Esty, Daniel P. Gross and Lauren G. Pickle
In September 2014, Tom Montgomery (SVP of strategic initiatives at the De Beers Group) and his team launched a pilot program in the United States to explore $1 billion diamond market for pre-owned (recycled) diamonds. According to Montgomery, the motivation for the... View Details
Keywords: Diamonds; Go-to-market Strategy; Secondary Market; Willingness To Pay; Pilot Program; Strategy Development; Strategy Execution; Scope; Marketing; Advertising; Branding; Customer Value; Pawn Shops; Jewelry; Supply And Demand; Corporate Strategy; Business Strategy; Vertical Integration; Advertising Campaigns; Value Creation; Retail Industry; Consumer Products Industry; Advertising Industry; Mining Industry; United States; United Kingdom; Africa; Botswana; South Africa; Namibia
- December 2018 (Revised February 2020)
- Case
Fishbowl: Scaling Up
By: Leslie K. John
Fishbowl is a social media app that allows professionals to connect with other relevant professionals both within their company and across industry. Unlike many other social media apps, on which users typically present idealized portraits of themselves, on Fishbowl,... View Details
Keywords: Communication Technologies; Customer Value; Value Chain; Interpersonal Communication; Talent and Talent Management; Customer Value and Value Chain; Entrepreneurship; Business Model; Growth and Development Strategy; Marketing Strategy; Advertising; Product Marketing; Digital Platforms; Consumer Behavior; Network Effects; Emotions; Motivation and Incentives; Trust; Applications and Software; Technology Adoption; Social Media; Communications Industry; Employment Industry; Media and Broadcasting Industry; Technology Industry; Telecommunications Industry; United States
John, Leslie K. "Fishbowl: Scaling Up." Harvard Business School Case 919-013, December 2018. (Revised February 2020.) (Email mking@hbs.edu for a courtesy copy.)
- 2018
- Article
Overcoming Barriers to Time-Saving: Reminders of Future Busyness Encourage Consumers to Buy Time
By: A. V. Whillans, Elizabeth W. Dunn and Michael I. Norton
Spending money on time-saving purchases improves happiness. Yet, people often fail to spend their money in this way. Because most people believe that the future will be less busy than the present, they may underweight the value of these purchases. We examine the impact... View Details
Keywords: Consumer Choice; Sharing Economy; Opportunity Cost; Time-as Money; Well-being; Time Management; Happiness; Perception; Behavior
Whillans, A. V., Elizabeth W. Dunn, and Michael I. Norton. "Overcoming Barriers to Time-Saving: Reminders of Future Busyness Encourage Consumers to Buy Time." Social Influence 13, no. 2 (2018): 117–124.
- September 2019 (Revised February 2020)
- Teaching Note
Fishbowl: Scaling Up
By: Leslie K. John
Email mking@hbs.edu for a courtesy copy.
Teaching Note for HBS No. 919-013. Fishbowl is a social media app that allows professionals to connect with other relevant professionals both within their company and... View Details
Teaching Note for HBS No. 919-013. Fishbowl is a social media app that allows professionals to connect with other relevant professionals both within their company and... View Details
Keywords: Communication Technologies; Customer Value; Value Chain; Interpersonal Communication; Talent and Talent Management; Customer Value and Value Chain; Entrepreneurship; Business Model; Growth and Development Strategy; Marketing Strategy; Advertising; Product Marketing; Digital Platforms; Consumer Behavior; Network Effects; Emotions; Motivation and Incentives; Trust; Applications and Software; Technology Adoption; Digital Platforms; Communications Industry; Employment Industry; Media and Broadcasting Industry; Technology Industry; Telecommunications Industry; United States
John, Leslie K. "Fishbowl: Scaling Up." Harvard Business School Teaching Note 920-022, September 2019. (Revised February 2020.) (Email mking@hbs.edu for a courtesy copy.)
- October 2011
- Case
Raleigh & Rosse: Measures to Motivate Exceptional Service
By: Robert Simons and Michael Mahoney
In January 2010, U.S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the class action lawsuit is the famous Raleigh & Rosse performance measurement system previously thought to be the core of... View Details
Keywords: Control Systems; Performance Measurement; Goal Setting; Compensation; Incentives; Motivation; Sales Compensation; Motivation and Incentives; Goals and Objectives; Growth Management; Lawsuits and Litigation; Organizational Culture; Management Systems; Customer Focus and Relationships; Employees; Performance Evaluation; Compensation and Benefits; Retail Industry; United States
Simons, Robert, and Michael Mahoney. "Raleigh & Rosse: Measures to Motivate Exceptional Service." Harvard Business School Brief Case 114-353, October 2011.
- 2011
- White Paper
Brands Are People Too! Harnessing the Power of Brand Warmth and Competence
By: Chris Malone, Jill Avery and S. T. Fiske
Research in customer behavior has revealed that the way humans respond to brands is simply an extension of the way they instinctively perceive, judge, and behave towards one another. Understanding how consumers judge brands using social processes akin to those used in... View Details
Keywords: Brands; Brand Management; Customer Relationship Management; CRM; Brand Positioning; Brand Equity; Customers; Customer Focus and Relationships; Customer Satisfaction; Brands and Branding; Marketing; Marketing Communications; Marketing Strategy; Consumer Products Industry
Malone, Chris, Jill Avery, and S. T. Fiske. "Brands Are People Too! Harnessing the Power of Brand Warmth and Competence." White Paper Series, Relational Capital Group, Newtowne Square, PA, 2011.
- March 2020
- Teaching Note
onefinestay: Building a Luxury Experience in the Sharing Economy
By: Jill Avery and Anat Keinan
onefinestay was a two-sided marketplace that offered high-end home rentals to travelers who sought a more authentic and local experience than a typical upscale hotel might provide. After five years of rapid growth, it was time to do a comprehensive analysis of the... View Details
Keywords: Two-sided Marketplace; Two-sided Market; Hospitality Industry; Hotels; Luxury Brand; Sharing Economy; Startup; Scaling; Growth; Customer Segmentation; Brand Positioning; Marketing; Marketing Strategy; Brands and Branding; Luxury; Entrepreneurship; Business Startups; Business Model; Venture Capital; Customers; Segmentation; Growth and Development Strategy; Travel Industry; Tourism Industry; Accommodations Industry; United Kingdom; London; Europe
- 22 Oct 2009
- Working Paper Summaries
Strategies to Fight Ad-sponsored Rivals
- December 2020
- Article
Consumer Reactance to Promotional Favors
By: Marco Bertini and Aylin Aydinli
Promotional favors are an increasingly popular but seldom researched form of price promotion where the receipt of the saving by consumers depends on an action on their part that is nonmonetary in nature, such as completing a questionnaire, posting a review, or making a... View Details
Keywords: Promotional Favors; Conditional Discounts; Psychological Reactance; Price Promotions; Pricing; Marketing; Price; Consumer Behavior
Bertini, Marco, and Aylin Aydinli. "Consumer Reactance to Promotional Favors." Journal of Retailing 96, no. 4 (December 2020): 578–589.