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- Faculty Publications (4,535)
Show Results For
-
All HBS Web
(10,790)
- People (21)
- News (2,320)
- Research (6,650)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,535)
- Program
Transforming Customer Experiences
approach to service design, execution, and transformation, this customer experience management program prepares you to create an exceptional service culture that supports...
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- 19 Feb 2014
- News
Choosing the Right Customer
- April 2009 (Revised July 2009)
- Module Note
Delivering Personally on Responsibility
How can individuals equip themselves to exercise leadership in the face of moral adversity? This six-session module aims to prepare students to meet moral responsibility when it is simultaneously most essential and most difficult. Moral adversity refers to situations...
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Margolis, Joshua D. "Delivering Personally on Responsibility." Harvard Business School Module Note 409-093, April 2009. (Revised July 2009.)
- April 2015 (Revised June 2015)
- Supplement
Haier: Zero Distance to the Customer (C)
By: Dennis Campbell, Marshall Meyer and Shelley Xin Li
Campbell, Dennis, Marshall Meyer, and Shelley Xin Li. "Haier: Zero Distance to the Customer (C)." Harvard Business School Supplement 115-057, April 2015. (Revised June 2015.)
- 11 Nov 2013
- News
A Smarter Way to Reduce Customer Churn
- 2016
- Working Paper
Gender Differences in Altruism: Responses to a Natural Disaster
By: Matthew Lilley and Robert Slonim
High-profile disasters can cause large spikes in philanthropy and volunteerism. By providing temporary positive shocks to the altruism of donors, these natural experiments help identify heterogeneity in the distributions of the latent altruism which motivates donors....
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Lilley, Matthew, and Robert Slonim. "Gender Differences in Altruism: Responses to a Natural Disaster." IZA (Institute of Labor Economics) Discussion Paper Series, No. 9657, January 2016.
- January 2005 (Revised June 2005)
- Case
Zipcar: Influencing Customer Behavior
By: Frances X. Frei and Hanna Rodriguez-Farrar
At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who...
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Keywords:
Information Technology;
Governance Controls;
Behavior;
Service Delivery;
Service Operations;
Consumer Behavior;
Leasing;
Transportation Industry;
Service Industry;
United States
Frei, Frances X., and Hanna Rodriguez-Farrar. "Zipcar: Influencing Customer Behavior." Harvard Business School Case 605-054, January 2005. (Revised June 2005.)
- January 2024 (Revised February 2024)
- Exercise
Travelogo: Understanding Customer Journeys
By: Eva Ascarza, Nicolas Padilla and Oded Netzer
In late May 2023, Sarah Merino, the newly appointed manager of the Customer Insights group at Travelogo—an online travel booking platform—initiates a comprehensive analysis of clickstream data to understand the varied behaviors and needs of their users. In preparation...
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Keywords:
Customer Relationship Management;
Analysis;
Analytics and Data Science;
Marketing Strategy;
Segmentation;
Consumer Behavior;
Travel Industry;
United States
Ascarza, Eva, Nicolas Padilla, and Oded Netzer. "Travelogo: Understanding Customer Journeys." Harvard Business School Exercise 524-044, January 2024. (Revised February 2024.)
- 2013
- Working Paper
Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?
By: Clarence Lee, E. Ofek and Thomas Steenburgh
In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact...
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- Winter 2013
- Article
How to Identify the Best Customers for Your Business
By: Frank V. Cespedes, James P. Dougherty and Ben S. Skinner III
How can businesses achieve profitable growth so that their costs don’t grow faster than sales? This article focuses on scaling a venture’s sales process and provides a methodology for identifying core customers and some implications for governance criteria and...
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Cespedes, Frank V., James P. Dougherty, and Ben S. Skinner III. "How to Identify the Best Customers for Your Business ." MIT Sloan Management Review 54, no. 2 (Winter 2013): 53–59.
- October 2011
- Article
Under Threat: Responses to and the Consequences of Threats to Individuals' Identities
I review and reconceptualize identity threat, defining it as an experience appraised as indicating potential harm to the value, meanings, or enactment of an identity. I also develop a theoretical model and propositions that generate insights into how individuals...
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Petriglieri, Jennifer L. "Under Threat: Responses to and the Consequences of Threats to Individuals' Identities." Academy of Management Review 36, no. 4 (October 2011).
- 11 Aug 2020
- News
Your Customers Have Changed. Here's How To Engage Them Again.
- April 2015 (Revised June 2015)
- Case
Haier: Zero Distance to the Customer (A)
By: Dennis Campbell, Marshall Meyer, Shelley Xin Li and Kristin Stack
Campbell, Dennis, Marshall Meyer, Shelley Xin Li, and Kristin Stack. "Haier: Zero Distance to the Customer (A)." Harvard Business School Case 115-006, April 2015. (Revised June 2015.)
- December 2021
- Article
Employee Responses to Compensation Changes: Evidence from a Sales Firm
By: Jason Sandvik, Richard Saouma, Nathan Seegert and Christopher Stanton
What are the long-term consequences of compensation changes? Using data from an inbound sales call center, we study employee responses to a compensation change that ultimately reduced take-home pay by 7% for the average affected worker. The change caused a significant...
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Keywords:
Employees;
Wages;
Compensation and Benefits;
Change;
Performance;
Resignation and Termination;
Retention;
Analysis
Sandvik, Jason, Richard Saouma, Nathan Seegert, and Christopher Stanton. "Employee Responses to Compensation Changes: Evidence from a Sales Firm." Management Science 67, no. 12 (December 2021): 7687–7707.
- 01 Mar 2009
- News
Local Customs
of opening fifty ‘microfactories’ around the globe, each building 2,000 units a year of cars customized to fit different regions’ local tastes,” the Boston Herald reported (December 15, 2008). Invoking the...
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- May 2019 (Revised June 2019)
- Background Note
Responsibilities in the Supply Chain
By: Nien-hê Hsieh
Companies are increasingly called upon to take responsibility for what occurs in their supply chains. One particular area of debate is a company’s responsibility for working conditions in supplier factories. This note provides a framework for managers to grapple with...
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Keywords:
Supply Chain;
Corporate Social Responsibility and Impact;
Working Conditions;
Safety;
Corporate Accountability
Hsieh, Nien-hê. "Responsibilities in the Supply Chain." Harvard Business School Background Note 319-114, May 2019. (Revised June 2019.)
- April 2015 (Revised June 2015)
- Supplement
Haier: Zero Distance to the Customer (B)
By: Dennis Campbell, Marshall Meyer and Shelley Xin Li
Campbell, Dennis, Marshall Meyer, and Shelley Xin Li. "Haier: Zero Distance to the Customer (B)." Harvard Business School Supplement 115-056, April 2015. (Revised June 2015.)
- June 2017 (Revised January 2019)
- Case
Signet Jewelers: Assessing Customer Financing Risk
By: Gerardo Pérez Cavazos, Suraj Srinivasan and Monica Baraldi
Marc Cohodes, a renowned short seller, has identified weaknesses in Signet's business strategy, which he argues is heavily reliant on providing loans to customers with subprime credit scores. He believes that the company accounts for its receivables portfolio using...
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Keywords:
Short Selling;
Bad Debt Expense;
Accounting;
Financial Reporting;
Financial Statements;
Finance;
Financing and Loans;
Valuation;
Retail Industry;
Financial Services Industry;
United States
Pérez Cavazos, Gerardo, Suraj Srinivasan, and Monica Baraldi. "Signet Jewelers: Assessing Customer Financing Risk." Harvard Business School Case 117-038, June 2017. (Revised January 2019.)
- January 2019
- Case
Capitalism, Entrepreneurship and Responsibility
By: Geoffrey Jones
This case contains excerpts from prominent business leaders and others expressing their views on the responsibilities, if any, of business leaders to other stakeholders in society. It begins with an excerpt from Andrew Carnegie, the nineteenth century steel magnate, in...
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Keywords:
Capitalism;
Entrepreneurship;
Corporate Social Responsibility and Impact;
Leadership;
Attitudes;
Perspective
Jones, Geoffrey. "Capitalism, Entrepreneurship and Responsibility." Harvard Business School Case 319-081, January 2019.
- 07 Apr 2020
- Research & Ideas
What Customers Need to Hear from You During the COVID Crisis
not just to the company, but also to people around the globe. At the same time, managers at other global brands were similarly considering their brands’ response View Details
Keywords:
by Jill Avery and Richard Edelman