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Show Results For
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All HBS Web
(1,241)
- News (252)
- Research (893)
- Events (3)
- Multimedia (1)
- Faculty Publications (358)
- 17 Jun 2016
- Op-Ed
Companies Need to Start Marketing Security to Customers
behavior would not sit well at the annual industry association meeting and your holier-than-thou superiority claim might tempt fate and attract a terrorist attack. If anything, safety is downplayed as pre-flight instructions to airline...
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- 07 Apr 2020
- Research & Ideas
What Customers Need to Hear from You During the COVID Crisis
brands and/or brands that have managed to nurture strong consumer-brand relationships prior to the crisis. The cocooning behavior promoted by shelter-in-place orders may encourage a return to brands that were trusted childhood favorites...
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by Jill Avery and Richard Edelman
- Web
Organizational Behavior Awards & Honors - Faculty & Research
Organizational Behavior Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students 2024 Tsedal Neeley : Winner of the 2024 Axiom Business Book Award Gold Medal in the Emerging Trends/AI category for The Digital...
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- 30 Mar 2003
- Research & Ideas
How Your Employees and Customers Drive a New Value Profit Chain
same. Allocating resources to retain the most profitable and to induce customer behaviors that lead to greater profitability is the key to survival. Typically, 20 percent of the View Details
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by Manda Mahoney
- 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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- 27 Sep 2010
- Research & Ideas
Customer Experts Lose Influence When Teams are Pressured
engage in collective behaviors that diminish their ability to do so. Sarah Jane Gilbert:What led you to study the effects of performance pressure on work teams? Heidi Gardner: I experienced similar team dynamics when I worked in a...
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by Sarah Jane Gilbert
- 01 Apr 2024
- In Practice
Navigating the Mood of Customers Weary of Price Hikes
increase has prompted a shift in purchasing habits, with consumers increasingly opting for store-brand items over name brands, favoring discount stores, and reducing purchases of non-essential items. Such behavior is a direct response to...
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- 2024
- Article
Effects of a Real-Time Information-Based Intervention on Physician Prescribing Behavior
By: Olivia Zhao and Anna D Sinaiko
High out-of-pocket (OOP) prices for prescription drugs create financial difficulties for patients, and cost-related underuse of medications can adversely patient health. Simultaneously, many physicians report a willingness to address affordability concerns with...
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Keywords:
Price;
Health Care and Treatment;
Communication Technology;
Technology Adoption;
Customer Focus and Relationships;
Health Industry
Zhao, Olivia, and Anna D Sinaiko. "Effects of a Real-Time Information-Based Intervention on Physician Prescribing Behavior." Academy of Management Best Paper Proceedings 2024, no. 1 (2024).
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
Companies spend significant sums to acquire customers. Once hooked, marketers protect those investments by attempting to keep patrons happy, engaged, and most of all, loyal. Reducing customer attrition, or "churn" in marketing parlance,...
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- July 20, 2016
- Article
To Increase Sales, Get Customers to Commit a Little at a Time
By: Frank V. Cespedes and David Hoffeld
This article discusses what behavioral research does and does not tell us about factors that aid the "closing" of a sales call.
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Cespedes, Frank V., and David Hoffeld. "To Increase Sales, Get Customers to Commit a Little at a Time." Harvard Business Review (website) (July 20, 2016).
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer DataUse It
probe beneath customer preferences and behaviors to uncover the attitudes that provide a more solid understanding of customer loyalty. Why You Need Both Individual And...
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by Jean Ayers
- 24 Oct 2023
- Research & Ideas
When Tech Platforms Identify Black-Owned Businesses, White Customers Buy
Democratic-leaning areas. And new customers of Black-owned businesses were more likely to be white, based on an analysis of reviewers’ profile photos, relative to prior customers. Luca and his coauthors also worked with Wayfair to analyze...
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- 01 Nov 2022
- News
Let's Protect Our Frontline Workers from Rude Customers
- 30 Jul 2021
- News
What’s the Right Customer Experience for Your Brand?
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
because sales tasks are determined by a firm’s business strategy and its choices about which customers to focus on. In turn, selling behaviors are affected by your control systems and culture as well as whom...
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by Kristen Senz
- December 2008
- Article
Remedying Hyperopia: The Effects of Self-Control Regret on Consumer Behavior
By: Anat Keinan and Ran Kivetz
Keinan, Anat, and Ran Kivetz. "Remedying Hyperopia: The Effects of Self-Control Regret on Consumer Behavior." Journal of Marketing Research (JMR) 45, no. 6 (December 2008).
- September 2019
- Case
Starling Trust Sciences: Measuring Trust in Organizations
By: Aiyesha Dey, Jonas Heese and James Weber
Stephen Scott needed to decide whether to keep his behavioral analytics startup in the people analytics sector or shift his company into the RegTech sector. Starling had develop technology that enabled its customers to anticipate and shape the behavior of their...
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Keywords:
Behavioral Analytics;
Financial Institutions;
Banks and Banking;
Entrepreneurship;
Strategy;
Banking Industry;
Consulting Industry;
Information Technology Industry;
United States;
United Kingdom
Dey, Aiyesha, Jonas Heese, and James Weber. "Starling Trust Sciences: Measuring Trust in Organizations." Harvard Business School Case 120-006, September 2019.
- 03 Jan 2017
- Research & Ideas
5 New Year's Resolutions You Can Keep (With the Help of Behavioral Science Research)
Well-intentioned people often start the new calendar year with a long list of personal resolutions, only to abandon most of them before Valentine’s Day. Alas, it’s a lot easier to make New Year’s resolutions than to keep them. That’s one good reason to explore the work...
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by Carmen Nobel
- 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.