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Show Results For
-
All HBS Web
(10,790)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- 27 Mar 2020
- News
Lessons from Italy’s Response to Coronavirus
- 23 May 2011
- News
What Loyalty? High-End Customers are First to Flee
- 06 Jul 2020
- News
The Right Way to Manage Churn for Maximum Profit
- March 27, 2020
- Other Article
Lessons from Italy's Response to Coronavirus
By: Gary P. Pisano, Raffaella Sadun and Michele Zanini
Policymakers in many parts of Europe and the United States are struggling to bring the rapidly spreading Covid-19 pandemic under control. In doing so, they are repeating many of the mistakes made in Italy, where the pandemic turned into a disaster. A major contributing...
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Keywords:
COVID-19;
Health Pandemics;
Crisis Management;
Government and Politics;
Decision Making;
Italy
Pisano, Gary P., Raffaella Sadun, and Michele Zanini. "Lessons from Italy's Response to Coronavirus." HO5ITU. Harvard Business Review (website) (March 27, 2020).
- 30 Jan 2020
- Research & Ideas
The Upside of Highlighting a Product's Downsides
When booking an international flight, the choice often comes down to “expensive but direct” or “cheap with connections.” But what if an airline warned customers that the direct flight was frequently delayed? Would customers appreciate knowing that they might spend more...
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Keywords:
by Danielle Kost
- August 2002
- Background Note
Customer Benefit Stack
By: Das Narayandas
Describes a process to understand customer benefits created in industrial markets using the metaphor of a customer benefit stack.
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Transforming Customer Engagement
Against a backdrop of intensifying competition, rising labor costs, and ascending customer expectations, companies are actively seeking ways to do more with less – for example, compelling customers to take on new roles in the value creation process. And, when... View Details
- spring 1986
- Article
Delegating Pricing Responsibility to the Salesforce
By: R. Lal
Lal, R. "Delegating Pricing Responsibility to the Salesforce." Marketing Science (spring 1986).
- Web
Custom Programs
A learning experience built around your business goals. HBS helps you design customized learning experiences that transform individual leaders, teams, and organizations. Our expert team will partner with you View Details
- 2009
- Casebook
Managing Crises: Responses to Large-Scale Emergencies
By: Arnold M. Howitt and Herman B. Leonard
This casebook provides an organized treatment of the major challenges associated with managing large scale disaster events, including discussion of systematic methods of organizing disaster response, preparing in advance for disaster situations, and distinguishing...
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Howitt, Arnold M. and Herman B. Leonard, eds. Managing Crises: Responses to Large-Scale Emergencies. Washington, D.C.: CQ Press, 2009.
- 27 Aug 2009
- News
Taking the responsible route to success
- 09 Apr 2001
- Research & Ideas
The Manager’s Guide to Communicating with Customers Collection
Are you reaching your customers? The key is knowing who they are and what they want To appeal to retail customers you need to understand what...
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- January 1990
- Article
An Integrated Approach to Customer Service
By: R. D. Shapiro and H. Mathe
Keywords:
Customers
Shapiro, R. D., and H. Mathe. "An Integrated Approach to Customer Service." Special Issue on Mastering Information Management Series. International Journal of Physical Distribution (January 1990).
- November–December 2021
- Article
Does Gender Matter? The Effect of Management Responses on Reviewing Behavior
By: Davide Proserpio, Isamar Troncoso and Francesca Valsesia
We study the effect of management responses on the reviewing behavior of self-identified female and male reviewers. Using data from Tripadvisor, we show that after hotels begin to respond to reviews, the probability that a negative review comes from a self-identified...
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Keywords:
Word Of Mouth;
Online Reviews;
Management Responses;
E-commerce;
Gender;
Prejudice and Bias;
Digital Platforms;
Customers
Proserpio, Davide, Isamar Troncoso, and Francesca Valsesia. "Does Gender Matter? The Effect of Management Responses on Reviewing Behavior." Marketing Science 40, no. 6 (November–December 2021): 1199–1213.
- 09 May 2017
- What Do You Think?
Should Management Be Primarily Responsible to Shareholders?
relationships between those who regulate them, serve them, and invest in them. That’s a lot of substance among responses to this month’s column. As Ulrich Nettesheim put it, “It is an excellent time View Details
Keywords:
by James Heskett
- February 2006
- Teaching Note
Introduction to Responsibility Accounting Systems (TN)
By: David F. Hawkins, V.G. Narayanan, Michele Jurgens and Jacob Cohen
Keywords:
Accounting
- June 1987 (Revised September 1987)
- Case
Semiconductors: U.S. Response to Japanese Ascendency
Keywords:
Competition;
Trade;
Business and Government Relations;
Semiconductor Industry;
Japan;
United States
Salter, Malcolm S. "Semiconductors: U.S. Response to Japanese Ascendency." Harvard Business School Case 387-210, June 1987. (Revised September 1987.)
- 2023
- Working Paper
Saving and Consumption Responses to Student Loan Forbearance
By: Justin Katz
How do households adjust savings and consumption in response to liquidity from debt relief? I study this question using policy variation induced by federal student loan forbearance in the 2020 CARES Act and an individual-level panel of daily financial transactions
for...
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Keywords:
Saving;
Consumer Behavior;
Borrowing and Debt;
Interest Rates;
Financial Liquidity;
Personal Finance;
Government Legislation
Katz, Justin. "Saving and Consumption Responses to Student Loan Forbearance." SSRN Working Paper Series, January 2023.
- Research Summary
Dynamic Customer Relationship Management
Professor Lemon's work on dynamic customer relationships provides insight into how the customer's view of the relationship changes over time. Her research shows that current customers will adjust usage levels of a service in response to firm price changes in order to...
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- 08 Dec 2009
- News