customer engagement - Publications - Faculty & Research

February 2021
Article

How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice

By: Ryan W. Buell and Basak Kalkanci

Amid growing calls for transparency and social and environmental responsibility, companies are employing different strategies to improve consumer perceptions of their brands. Some pursue internal initiatives that reduce their negative social or environmental impacts... View Details

Keywords: Sustainable Operations; Corporate Social Responsibility; Operational Transparency; Corporate Social Responsibility and Impact; Operations; Environmental Sustainability; Consumer Behavior; Perception

Citation

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Research Summary

Competitive Strategy

By: Michael E. Porter

Porter is engaged in a major new body of work on the theoretical foundations of competitive positioning and the underpinnings of sustainable competitive advantage. This research highlights the distinction between positioning and operational effectiveness; the... View Details

Web

Faculty & Research

acquisitions, CEO Vicente Reynal faced critical questions: How could the company sustain its ownership culture while integrating employees from newly acquired firms? Should it increase stock grants to strengthen engagement and retention?... View Details

Teaching Interest

Overview

By: Jill J. Avery

Creating Brand Value (MBA elective course)

Overview:

In the consumer/retail space, brands are often companies’ most valuable assets and sources of their sustainable competitive advantage. But, managing brands to achieve their full value potential... View Details

19 Apr 2016
Blog Post

First Minutes are Critical in New-Employee Orientation

M. Cable, Francesca Gino, and Bradley R. Staats. The first few minutes of new employee orientation, if done right, can lead to happier and more productive workers and, ultimately, increased customer satisfaction. Unfortunately, a lot of... View Details

Keywords: All Industries

16 May 2013
HBS Seminar

Robert Gierkink, Chairman, Datalogix

Research Summary

Consumer's Relationships with Technologies

Susan M. Fournier is involved with two lines of research investigating consumers' relationships with technological products. The first project (with Professor David Mick of the University of Wisconsin) concerns 'everyday technologies' such as... View Details

Program

Creating Brand Value

Build brand loyalty and optimize your customer relationships Ensure consumers are allies, not adversaries Design brand strategy and manage brands for maximum value Compete more successfully by evolving and repositioning existing brands... View Details

Program

Behavioral Economics—Virtual

Summary What if you could predict how customers will respond to a product? Or how employees will decide to implement a new initiative? In Behavioral Economics—Virtual, you'll acquire a dynamic framework for interpreting, analyzing, and... View Details

05 Feb 2009
Research & Ideas

In Praise of Marketing

defined consumer segments or, indeed, of individual consumers. Engaged Consumers The interactive nature of the Internet means that customers are now engaged more than ever in... View Details

Keywords: by John Quelch; Advertising

15 Aug 2011
Research & Ideas

A New Model for Business: The Museum

along with companies like Apple, Facebook, and Progressive Insurance, is a leading example of firms that are thinking about customers in a new way—much like how a museum curator orchestrates the experience of patrons. Weaver, an assistant... View Details

Keywords: by Carmen Nobel

Program

Senior Executive Program—Africa

to lead effectively and help your organization achieve ambitious goals. Design an effective strategy for business growth in an African context—within your country or across borders Differentiate your offerings and deliver more value to View Details

22 Apr 2013
Working Paper Summaries

Competing with Privacy

Keywords: by Ramon Casadesus-Masanell & Andres Hervas-Drane; Publishing

25 Dec 2017
News

Employers Are Looking for Job Candidates in the Wrong Places

Web

Marketing - Doctoral

engage in a broad spectrum of disciplinary bases. Curriculum & Coursework Our programs are full-time degree programs which officially begin in August. Students are expected to complete their program in five years. Typically, the first two... View Details

14 Apr 2015
First Look

First Look: April 14

considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi's... View Details

Keywords: Sean Silverthorne

05 Oct 2009
Research & Ideas

The Vanguard Corporation

customers even though they screened out clients with environmentaly shaky projects. So despite having stringent standards for potential borrowers to meet, and stringent standards for employees, Banco Real has flourished. Its competitors... View Details

Keywords: by Sean Silverthorne

TeachingInterests

Managing Global Health: Applying Behavioral Economics to Create Impact (MBA)

Health, and development more broadly, is not something we give to people: it is something they produce themselves, interacting with supply-side and institutional factors. This course trains students to see through the lens of the end-user and to use the levers of... View Details

02 Feb 2010
First Look

First Look: Feb. 2

examples of successful and failed leaders, with stories to illustrate their experiences and the author's advice to readers who may face similar crises. Purchase this book: http://www.wiley.com/WileyCDA/PressRelease/pressReleaseId-55338.html Reorganize for Resilience:... View Details

Keywords: Martha Lagace

20 Jan 2015
First Look

First Look: January 20

industries and headquartered in 45 countries during the years 2004 to 2007. Results show that firms that are more environmentally damaging, particularly those in countries where they are more exposed to scrutiny and global norms, are less likely to View Details