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    John Beshears

    John Beshears is the Albert J. Weatherhead Jr. Professor of Business Administration in the Negotiation, Organizations & Markets Unit, teaching the second-year MBA course "Negotiation." He is also a research associate at the National Bureau of Economic Research.... View Details

    • Research Summary

    Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

    By: W. Earl Sasser

    Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

    • September 2010 (Revised February 2011)
    • Case

    Red Lobster

    By: David E. Bell and Jason Riis
    Red Lobster, a 40-year-old chain of seafood restaurants, has just completed some market research revealing an opportunity to shift its target customer segment. The chain is in the final stages of a 10-year plan of rejuvenation under CEO Kim Lopdrup. When he took over... View Details
    Keywords: Advertising; Customer Satisfaction; Marketing Strategy; Consumer Behavior; Research; Segmentation; Food and Beverage Industry
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    • February 2021
    • Background Note

    Jobs to Be Done: A Toolbox

    By: Derek C. M. van Bever, Bob Moesta, Iuliana Mogosanu, Shaye Roseman and Katie Zandbergen
    The Jobs to Be Done methodology is both a theory and a practical approach for understanding customer behavior and why people make the choices they make. Many practitioners, whether they work for startups or incumbent businesses, find Jobs to Be Done useful because it... View Details
    Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Knowledge Acquisition; Attitudes; Perception; Theory; Behavior; Customer Relationship Management
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    • September – October 2011
    • Article

    Manage the Culture Cycle

    By: James L. Heskett
    Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating... View Details
    Keywords: Organizational Culture; Value; Behavior; Retention; Customer Focus and Relationships; Change Management; Learning; Innovation and Invention; Labor
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    • Article

    When Talk Is "Free": The Effect of Tariff Structure on Usage Under Two- and Three-Part Tariffs

    By: Eva Ascarza, Anja Lambrecht and Naufel Vilcassim
    In many service industries, firms introduce three-part tariffs to replace or complement existing two-part tariffs. In contrast with two-part tariffs, three-part tariffs offer allowances, or “free” units of the service. Behavioral research suggests that the attributes... View Details
    Keywords: Pricing; Nonlinear Pricing; Discrete/continuous Choice Model; Three-part Tariffs; Free Products; Price; Consumer Behavior; Analysis; Learning; Risk and Uncertainty
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    • April 2022 (Revised May 2022)
    • Case

    Mastercard Labs (A)

    By: Linda A. Hill, Sunil Gupta, Emily Tedards and Julia Kelley
    When Ajaypal (Ajay) Banga became the CEO of Mastercard in 2010, he shifted the company’s competitive focus from card networks to cash itself. Mastercard’s new vision of a “World Beyond Cash” distilled into a three-pronged framework: Grow the core business, Diversify... View Details
    Keywords: Organizational Behavior; Culture; Culture Change; Organizational Adaptation; Organizational Effectiveness; Alignment; Leadership; Leadership Development; Innovation; Innovation Ecosystems; Ecosystem; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Globalization; Agility; Prototype; Experiment; Partnerships; Operating Model; Risk Management; Metrics; Payments; Financial Inclusion; Financial Industry; Ambidexterity; Corporate Innovation; Innovation Lab; Digital Transformation; Digital Strategy; Credit Cards; Innovation Leadership; Organizational Culture
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      Emily Truelove

      Emily Truelove is an Assistant Professor of Business Administration in the Organizational Behavior Unit at Harvard Business School. She teaches LEAD in the MBA program. She also teaches in executive education programs, including Leadership for Senior Executives,... View Details

      • 12 Feb 2019
      • HBS Seminar

      Gary Loveman, Harvard Business School

      • 15 Oct 2012
      • News

      Pay-as-You-Drive Insurance: Big Brother Needs a Makeover

      • January 2015 (Revised July 2019)
      • Case

      CVS Health: Promoting Drug Adherence

      By: Leslie John, John Quelch and Robert Huckman
      Email mking@hbs.edu for a courtesy copy.

      The case describes a program that CVS Health recently implemented to improve medication adherence, an important problem from a societal, public policy, and firm... View Details
      Keywords: Medication Adherence; Affordable Care Act (ACA); Marketing Strategy; Communication Strategy; Customer Value and Value Chain; Decisions; Health Care and Treatment; Goals and Objectives; Resource Allocation; Marketing Communications; Consumer Behavior; Measurement and Metrics; Service Delivery; Behavior; Motivation and Incentives; Social Issues; Information Technology; Value Creation; Health Industry; Pharmaceutical Industry; Insurance Industry; Public Relations Industry; Retail Industry; United States
      Related
      • November 2000 (Revised May 2002)
      • Case

      FleetBoston Financial: Online Banking

      By: Frances X. Frei and Hanna Rodriguez-Farrar
      As the ninth largest bank holding company in the United States in 2000, FleetBoston Financial Corp. provided a myriad of financial services, including retail banking, loan origination, and brokerage accounts. This case explores how FleetBoston responded to the Internet... View Details
      Keywords: Business Model; Borrowing and Debt; Cost Management; Banks and Banking; Consumer Behavior; Service Operations; Competition; Online Technology; Banking Industry; United States
      Related
      • 10 Jan 2024
      • Research & Ideas

      Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

      brought along by the pandemic have ushered in changes to the informal customs around who gets tips and how much, according to Jill Avery, senior lecturer of business administration and the Christensen Distinguished Management Educator at... View Details
      Keywords: by Anna Lamb, Harvard Gazette
      • Article

      Integration of Online and Offline Channels in Retail: The Impact of Sharing Reliable Inventory Availability Information

      By: Santiago Gallino and Antonio Moreno
      Using a proprietary data set, we analyze the impact of the implementation of a “buy-online, pick-up-in-store” (BOPS) project. The implementation of this project is associated with a reduction in online sales and an increase in store sales and traffic. These results can... View Details
      Keywords: Retail Operations; Inventory Availability; Empirical Operations Management; Business Analytics; Online Retail; Ecommerce; Operations; Management; Distribution Channels; Consumer Behavior; E-commerce; Retail Industry
      Related
      • 28 Jul 2008
      • Research & Ideas

      Making the Decision to Franchise (or not)

      challenge of serving customers with different preferences and behaviors when that model is stretched across multiple markets." As a starting point in their research, the authors focused on the organizational... View Details
      Keywords: by Julia Hanna; Retail
      • Forthcoming
      • Article

      On the Economic Origins of Concerns Over Women’s Chastity

      By: Anke Becker
      This paper studies the origins and function of customs and norms that intend to keep women from being promiscuous. Using large-scale survey data from more than 100 countries, I test the anthropological theory that a particular form of preindustrial... View Details
      Keywords: Infibulation; Female Sexuality; Paternity Uncertainty; Concern About Women's Chastity; Pastoralism; Economic Anthropology; History; Gender; Social Issues; Culture
      Related
      • 17 Jan 2024
      • HBS Case

      Psychological Pricing Tactics to Fight the Inflation Blues

      Many consumers recovering from the worst inflation in 40 years continue to closely watch their spending—they want to know that every expense is worth it. Now companies must confront a major challenge: gauging how much, if any, of their own higher costs View Details
      Keywords: by Jay Fitzgerald; Consumer Products; Retail
      • 18 Jul 2014
      • News

      “The Promise of Microfinance and Women’s Empowerment; What Does the Evidence Say?;”

      • 2024
      • Working Paper

      Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

      By: Natalie Epstein, Santiago Gallino and Antonio Moreno
      Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
      We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
      Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication
      Related
      • June 24, 2020
      • Article

      Wolfgang Puck on Leading His Restaurants Through the Pandemic

      By: Boris Groysberg
      Chef Wolfgang Puck shares his experience leading his restaurants and other businesses through the pandemic crisis. He explains how his company has pivoted to find new sources of revenue and how he has become a vocal advocate for the restaurant industry. He also... View Details
      Keywords: Coronavirus Pandemic; Restaurants; Restaurant Industry; Reopening; Health Pandemics; Crisis Management; Organizational Change and Adaptation; Safety
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