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  • All HBS Web  (224)
    • People  (1)
    • News  (46)
    • Research  (163)
    • Events  (1)
    • Multimedia  (1)
  • Faculty Publications  (72)

Show Results For

  • All HBS Web  (224)
    • People  (1)
    • News  (46)
    • Research  (163)
    • Events  (1)
    • Multimedia  (1)
  • Faculty Publications  (72)
← Page 10 of 224 Results →
  • 01 Mar 2006
  • News

Drive-In Nation

and Ford customers rejected upgrades in the rear suspensions of Camaros and Mustangs because aficionados liked the feel of their “ride” just the way it was. The moral of the story? “It can take generations for a View Details
Keywords: Garry Emmons; Motor Vehicle and Parts Dealers; Retail Trade
  • 12 Oct 1999
  • Research & Ideas

Value Judgments: Business Ethics Across Borders

the CEO of this collective enterprise was the need to focus the attention of the work force on performance issues. "His task was to create a value system that favors personal accountability, emphasizes product quality, and centers on serving the market and the... View Details
Keywords: by Judith A. Ross
  • 30 Jan 2019
  • What Do You Think?

Who Will Measure up to These Two Remarkable Leaders?

People are hired to deliver empathy, a sense of humor, and total devotion to Customers (always capitalized at Southwest), something that has produced intense loyalty from flyers. These are elements of... View Details
Keywords: by James Heskett; Air Transportation; Financial Services
  • 01 Dec 2014
  • News

Case Study: Growing the Family Business

cleanliness and are staffed with teachers who use a proprietary curriculum to create an educational environment. Customers pay a significant premium for convenience—as much as $13 an hour for infant care versus $4 an hour or less for... View Details
Keywords: childcare; Finance
  • 06 Oct 2011
  • What Do You Think?

How Will the ‘Moneyball Generation’ Influence Management?

employee loyalty in organizations with large numbers of workers in direct contact with customers. The new movie Moneyball (and the book on which it is based) extol the virtues of employing nontraditional thinking and measurement in major... View Details
Keywords: by James Heskett
  • 16 Jun 2003
  • Research & Ideas

Peeling Back the Global Brand

moment.) Why detergent? Why Europe? In Europe, consumers in individual countries may cling to a long-standing loyalty to certain beloved products: so-called heritage brands. In Europe, sometimes the same product is offered in different... View Details
Keywords: by Martha Lagace; Consumer Products; Retail
  • 18 Mar 2014
  • First Look

First Look: March 18

to the next level of growth. The acquisition would allow the Group to diversify across verticals, customers, and geographies, market a wide range of services to Satyam's strong customer base, and capitalize on common support systems in... View Details
Keywords: Sean Silverthorne
  • 05 Feb 2008
  • First Look

First Look: February 5, 2008

of investors subject to attention constraints, stock prices do not promptly incorporate news about economically related firms, generating this return predictability across assets. We use a dataset of firms' principal customers to identify... View Details
Keywords: Martha Lagace
  • 05 Feb 2009
  • Research & Ideas

In Praise of Marketing

much of our attention on material consumption. More recently, Benjamin Barber, in his 2007 book Consumed, claims that marketing is "sucking up the air from every other domain to sustain the sector devoted to consumption." He is correct. Coca-Cola, Nike, and... View Details
Keywords: by John Quelch; Advertising
  • 24 Jun 2002
  • Research & Ideas

Building ’Brandtopias’—How Top Brands Tap into Society

customer loyalty has remained stubbornly consistent for forty years. Holt showed how the value of the hillbilly allegory was destroyed by the hippie counterculture in the late Sixties. Mountain Dew responded... View Details
Keywords: by Martha Lagace
  • 26 Feb 2014
  • Research & Ideas

How Grocery Bags Manipulate Your Mind

organic and indulgent items. Photo: iStockPhoto Looking at loyalty card data from a large grocery chain in California, Karmarkar and Bollinger tracked and analyzed 936,232 purchases by 5,987 households across two years. To assess organic... View Details
Keywords: by Carmen Nobel; Retail
  • 23 Dec 2002
  • Research & Ideas

Partnering and the Balanced Scorecard

and friendly employees. Mobil decided to focus its marketing efforts on building long-term relationships with such consumers. It developed loyalty programs, based on a new SpeedpassTM payment mechanism (an employee innovation stimulated... View Details
Keywords: by Robert S. Kaplan & David P. Norton
  • 20 Apr 2016
  • Research & Ideas

When CEOs Become Activists

controversial issues like civil rights and climate change? Two, in terms of consumer response, does CEO activism affect customer perceptions about the company? (They recently discussed the paper in the New York Times.) “What prompted this... View Details
Keywords: by Carmen Nobel; Technology; Publishing
  • 22 Feb 2011
  • Research & Ideas

The Most Important Management Trends of the (Still Young) Twenty-First Century

perhaps even more importantly, engaging in CSR-activities on a customer-by-customer basis allows firms to calculate a return-on-investment for such activities: Do customers who we involve in our charitable causes "pay us back" with... View Details
Keywords: by Sean Silverthorne
  • 10 Apr 2006
  • Research & Ideas

American Auto’s Troubled Road

plus only if consumers accept them. As an example, he cites an instance when GM and Ford customers rejected upgrades in the rear suspensions of Camaros and Mustangs because aficionados liked the feel of their "ride" just the way... View Details
Keywords: by Garry Emmons; Manufacturing; Transportation; Auto
  • 16 Apr 2001
  • Research & Ideas

Brand Power from Wedgwood to Dell: Part One

when he began his own pottery workshop in 1759. Nevertheless, each of the three, she writes, instinctively grasped the fundamentals of earning long-term customer trust and loyalty. Effective brand creation and management have a vital... View Details
Keywords: by Martha Lagace
  • 05 Dec 2017
  • First Look

First Look at New Research and Ideas, December 5, 2017

sustainably differentiated the company from its competitors. For instance, the adoption of fleet management resulted in customer loyalty levels five times higher than under the dominant business model Hilti... View Details
Keywords: Sean Silverthorne
  • 19 Nov 2014
  • HBS Case

Marketing Marijuana

But medicinal users are frequent customers so they do care about price. "They do not need to buy it at a fancy store—they'll go to a back alley basement shop as long as the product delivers." “I believe guys like Philip Morris... View Details
Keywords: by Michael Blanding; Food & Beverage
  • 24 Apr 2018
  • First Look

First Look at New Research and Ideas, April 24, 2018

April 2018 Management Science Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits By: Bell, David R., Santiago Gallino, and Antonio Moreno Abstract—Omnichannel environments where customers shop online and offline at... View Details
Keywords: Sean Silverthorne
  • 13 Mar 2018
  • First Look

March 13, 2018

a novel customer rewards and loyalty app that has already gained commercial traction? Having nearly reached the end of Hatch’s runway, should he accept his partners’ offers to fund another Hatch vehicle, or... View Details
Keywords: Sean Silverthorne
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