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- Faculty Publications (141)
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- All HBS Web (513)
- Faculty Publications (141)
- 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... View Details
- 09 Nov 2010
- First Look
First Look: November 9, 2010
consequences. In corporations, these leaders excel in regulated industries and in firms that take a process approach to innovation. The larger lesson that the military can offer the business world is that fit matters. Different circumstances View Details
Keywords: Sean Silverthorne
- 12 Jul 2011
- First Look
First Look: July 12
the Use of Unverifiable Estimates in Required Goodwill Impairment Authors:Karthik Ramanna and Ross L. Watts Publication:Review of Accounting Studies (forthcoming) Abstract SFAS 142 requires managers to View Details
Keywords: Carmen Nobel
- 01 Jun 2024
- News
Quantum Leap
to novel hardware, quantum computers require new software to exploit their unique capabilities.) Since then, progress has accelerated rapidly, and interest in quantum computing has exploded. Amit Kumar (MBA 2008), a managing director and senior partner at Boston... View Details
- 20 Nov 2007
- Working Paper Summaries
The “Fees → Savings” Link, or Purchasing Fifty Pounds of Pasta
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- 28 Apr 2021
- Research & Ideas
Remote Workers Spend More on Housing. Do They Deserve Higher Pay?
To executives expecting to save on office space when some employees continue working remotely post-pandemic: Not so fast. Makeshift desks and kitchen tables have sufficed for many people working from home to avoid COVID-19. However, permanently remote workers tend to... View Details
Keywords: by Kristen Senz
- 24 May 2021
- Op-Ed
Can Fabric Waste Become Fashion’s Resource?
COVID-19 has broken fashion’s supply chain. As a result, an already wasteful industry has become more wasteful. Even before the pandemic, the global apparel industry was producing about 92 million tons of textile waste a year. That’s about one garbage truck’s worth of... View Details
- 02 May 2005
- Research & Ideas
Four VCs on Evaluating Opportunities
existing product or whether the product is offering something new and previously unseen. The replacement product can be called the better, cheaper, faster model. With these opportunities you can estimate market size by looking at the... View Details
Keywords: by Lauren Barley
- 01 Oct 2021
- Research & Ideas
Dying to Lead: How Reaching the Top Can Kill You Sooner
then-headquarters in Schenectady, New York. He relied heavily on GE’s employee directories, which listed all the managers within the company’s organizational structure. He also used US Census data, and other public and private documents to View Details
Keywords: by Jay Fitzgerald
- 01 Dec 2023
- News
Rounding the Bend
closets over the last year: the retired styles, outgrown sizes, anything you let go because it was no longer sparking joy. Now estimate how many clothes you’ve bought secondhand. “If you’re like most people, the first number is far... View Details
- 28 Oct 2014
- First Look
First Look: October 28
associated with high used ship prices and heightened industry investment in new ships, but we forecast low future returns. We propose and estimate a behavioral model of industry cycles that can account for the evidence. In our model,... View Details
Keywords: Carmen Nobel
- 06 Mar 2006
- Research & Ideas
Four Strategies for Making Concessions
concessions will be more powerful when your counterpart views your initial demands as serious and reasonable. When it comes to labeling, there are a few rules to follow. First, let it be known that what you have given up (or what you have... View Details
Keywords: by Deepak Malhotra
- 30 May 2023
- Research & Ideas
Can AI Predict Whether Shoppers Would Pick Crest or Colgate?
commercially available version of GPT-3 to elicit thousands of simulated customer responses and found that AI can produce demand patterns that resemble those of human studies. “Utilizing this tool, which is in some ways a consumer... View Details
Keywords: by Kristen Senz
- May 2024
- Article
Design of Off-Grid Lighting Business Models to Serve the Poor: Field Experiments and Structural Analysis
By: Bhavani Shanker Uppari, Serguei Netessine, Ioanna Popescu and Rowan P. Clarke
A significant proportion of the world's population has no access to grid-based electricity and so relies on off-grid lighting solutions. Rechargeable lamp technology is gaining popularity as an alternative off-grid lighting model in developing countries. In this paper,... View Details
Keywords: Technological Innovation; Developing Countries and Economies; Consumer Behavior; Poverty; Logistics; Business Model; Utilities Industry
Uppari, Bhavani Shanker, Serguei Netessine, Ioanna Popescu, and Rowan P. Clarke. "Design of Off-Grid Lighting Business Models to Serve the Poor: Field Experiments and Structural Analysis." Management Science 70, no. 5 (May 2024): 3038–3058.
- 19 Apr 2010
- Research & Ideas
The History of Beauty
largest, most professionally managed global companies find it hard to predict the success of product launches, and can stumble badly. One estimate is that 90 percent of new fragrance launches fail. Getting the word out to consumers, and... View Details
- 14 Jul 2014
- Research & Ideas
Pay Attention To Your ‘Extreme Consumers’
generalize," Avery says. But that misses the point. Rather than helping researchers estimate the habits of ordinary consumers, the data from extreme customers can uncover new consumer motivations, promoting different ways of looking at... View Details
Keywords: by Michael Blanding
- Web
Business Fundamentals Course - CORe | HBS Online
industry. Show Hide Details Modules Describing and Summarizing Data Sampling and Estimation Hypothesis Testing Single Variable Linear Regression Multiple Regression Featured Exercises Determine sample size based on population Design and... View Details
- 17 Dec 2014
- Research & Ideas
How Our Brain Determines if the Product is Worth the Price
interested in the medial prefrontal cortex (the area in the brain that deals with estimating decision value) and the nucleus accumbens (an area that's been called the pleasure center, and whose activity is correlated with whether a... View Details
- 02 Jun 2020
- Research & Ideas
Coronavirus Careers: Cloud Kitchens Are Now Serving
restaurants; there’s no need for them to be in prime locations, no need for cool designs, and no need for seating space. One estimate we heard was that a brick-and-mortar restaurant in New York City costs $1 million to $1.5 million to set... View Details