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Show Results For
- All HBS Web
(1,229)
- News (260)
- Research (897)
- Events (4)
- Multimedia (1)
- Faculty Publications (361)
- February 2022
- Case
Cleveland Clinic Abu Dhabi (Abridged)
By: Linda A. Hill and Emily Tedards
In 2006, the Cleveland Clinic and Mubadala Investment Company partnered with a bold ambition to deliver world class healthcare in the United Arab Emirates. In 2015, after nearly a decade of planning and construction, Cleveland Clinic Abu Dhabi opened its doors. By... View Details
Keywords: Organization Behavior; Culture; Alignment; Organizational Effectiveness; Purpose; Impact; Leadership Development; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Teams; Team Dynamics; Teamwork; Team Effectiveness; Trust; Talent; Talent Development And Retention; Psychological Safety; Organizational Evolution; Coaching; Board; Analytics; Innovation; Data; Data Visualization; Digital Technology; Digital; Customer Experience; Experimentation; Change Management; Data-driven Decision-making; Debates; Ecosystem; Partnership; Telemedicine; Sustainability; Global Organizations; Local; Hospital; Healthcare; United Arab Emirates; Health Care and Treatment; Partners and Partnerships; Globalization; Quality; Organizational Culture; Mission and Purpose; Innovation and Management; Information Technology; Joint Ventures; Leadership; Performance Effectiveness; Abu Dhabi; United Arab Emirates
Hill, Linda A., and Emily Tedards. "Cleveland Clinic Abu Dhabi (Abridged)." Harvard Business School Case 422-056, February 2022.
- January 2010 (Revised August 2011)
- Case
United Breaks Guitars
By: John A. Deighton and Leora Kornfeld
When social media propagate a complaint about poor customer service, an international media event ensues. How do viral videos spread and what can firms do about them? This case dissects an incident in which a disgruntled customer used YouTube and Twitter to spread a... View Details
Keywords: Communication Technology; Customer Satisfaction; Marketing Communications; Marketing Strategy; Consumer Behavior; Network Effects; Service Delivery; Social and Collaborative Networks; Internet; Air Transportation Industry
Deighton, John A., and Leora Kornfeld. "United Breaks Guitars." Harvard Business School Case 510-057, January 2010. (Revised August 2011.) (request a courtesy copy.)
Organizational Design and Control Across Multiple Markets: The Case of Franchising in the Convenience Store Industry
Many companies operate units that are dispersed across different types of markets, serving significantly diverging customer bases. Such dispersion is likely to compromise headquarters' ability to control local managers' behavior and satisfy the needs of different... View Details
- 2023
- Working Paper
Personalized Game Design for Improved User Retention and Monetization in Freemium Games
By: Eva Ascarza, Oded Netzer and Julian Runge
One of the most crucial aspects and significant levers that gaming companies possess in designing
digital games is setting the level of difficulty, which essentially regulates the user’s ability to
progress within the game. This aspect is particularly significant in... View Details
Keywords: Freemium; Retention/churn; Field Experiment; Field Experiments; Gaming; Gaming Industry; Mobile App; Mobile App Industry; Monetization; Monetization Strategy; Games, Gaming, and Gambling; Mobile and Wireless Technology; Customers; Retention; Product Design; Strategy
Ascarza, Eva, Oded Netzer, and Julian Runge. "Personalized Game Design for Improved User Retention and Monetization in Freemium Games." Harvard Business School Working Paper, No. 21-062, November 2020. (Revised December 2023.)
- 13 Nov 2013
- Research & Ideas
Should Men’s Products Fear a Woman’s Touch?
cigarettes. “Even though there was a functional need for men to drink lower-calorie soda, men couldn't bridge the gender gap image-wise without a new brand and product just for them” Research shows that loyal customers often get upset... View Details
- September 2015
- Case
Eco7: Launching a New Motor Oil
By: John Quelch and Sunru Yong
Aaron Jonnerson, vice president of marketing at the automotive division of Avellin, must make marketing mix decisions for the launch of Eco7, a new environmentally-friendly motor oil. The company's performance has been mediocre, shareholder pressure is increasing, and... View Details
Keywords: Distribution Channels; Environmental Sustainability; Product Launch; Transportation; Energy Sources; Auto Industry
Quelch, John, and Sunru Yong. "Eco7: Launching a New Motor Oil." Harvard Business School Brief Case 916-507, September 2015.
- 2024
- Working Paper
Platform Information Provision and Consumer Search: A Field Experiment
By: Lu Fang, Yanyou Chen, Chiara Farronato, Zhe Yuan and Yitong Wang
Despite substantial efforts to help consumers search in more intuitive ways, text search remains the predominant tool for product discovery online. In this paper, we explore the effects of visual and textual cues for search refinement on consumer search and purchasing... View Details
Keywords: Consumer Behavior; E-commerce; Decision Choices and Conditions; Learning; Internet and the Web
Fang, Lu, Yanyou Chen, Chiara Farronato, Zhe Yuan, and Yitong Wang. "Platform Information Provision and Consumer Search: A Field Experiment." NBER Working Paper Series, No. 32099, February 2024.
- September 1999 (Revised February 2004)
- Case
Juice Guys (B)
By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (B)." Harvard Business School Case 800-123, September 1999. (Revised February 2004.)
- 26 Jul 2010
- Research & Ideas
Yes, You Can Raise Prices in a Downturn
a principle that behavioral economists now emphasize: the importance of salient feedback in affecting customer choice, especially when long-term costs of a purchase (health care, trucks) or one's View Details
- September–October 2020
- Article
Managing Churn to Maximize Profits
By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability or their responsiveness to a... View Details
Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Marketing Science 39, no. 5 (September–October 2020): 956–973.
- November 2011
- Article
Social Strategies That Work
By: Mikolaj Jan Piskorski
Although most companies have collected lots of friends and followers on social platforms such as Facebook, few have succeeded in generating profits there. That's because they merely port their digital strategies into social environments by broadcasting their commercial... View Details
Keywords: Social Platforms; Social Strategies; Social and Collaborative Networks; Customers; Relationships; Business Strategy; Profit
Piskorski, Mikolaj Jan. "Social Strategies That Work." Harvard Business Review 89, no. 11 (November 2011): 116–122.
- February 2025
- Case
Managing Complexity at mymuesli
By: Thomas Graeber and Stacy Straaberg
In April 2009, direct-to-consumer e-commerce muesli brand mymuesli faced a flood of customer questions. The breakfast cereal startup enabled users to order personalized muesli on its website by choosing from 75 organic ingredients for a total of 566 quadrillion... View Details
- May 3, 2023
- Article
What Top-Performing Sales Managers Do Differently
By: Mike Schultz and Frank V. Cespedes
Sales managers hire reps, influence their training, provide (we hope) feedback and so reinforce good selling behaviors, and are key in the execution of growth and change initiatives. In a study of more than 1,000 sales managers and sellers across industries, we found... View Details
Schultz, Mike, and Frank V. Cespedes. "What Top-Performing Sales Managers Do Differently." TrainingIndustry.com (May 3, 2023).
- April 2022 (Revised May 2022)
- Case
Mastercard Labs (A) (Abridged)
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; Organizational Culture; Culture Change; Organizational Adaptation; Organizational Effectiveness; Alignment; Leadership; Leadership Development; Innovation; Innovation Ecosystems; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Ecosystem; Agility; Prototype; Experiment; Partnerships; Operating Model; Risk Management; Metrics; Payments; Financial Inclusion; Financial Industry; Ambidexterity; Corporate Innovation; Innovation Lab; Accelerator; Start-up; Intrapreneurship; Competitive Strategy; Business Model; Technological Innovation; Growth and Development Strategy; Digital Transformation
Hill, Linda A., Sunil Gupta, Emily Tedards, and Julia Kelley. "Mastercard Labs (A) (Abridged)." Harvard Business School Case 422-082, April 2022. (Revised May 2022.)
- March 2019
- Case
HOPI: Turkey's Shopping Companion
By: Sunil Gupta, Donald Ngwe and Gamze Yucaoglu
The case opens in 2017 as Onur Erbay, CEO of HOPI, a multi-vendor loyalty platform, is contemplating a critical decision. The case chronicles the origins of Boyner Group, the parent company of HOPI and a major retailer in Turkey, and development of retail and customer... View Details
Keywords: Loyalty Programs; Multi-vendor Platform; Retail; Big Data; Customer Relationship Management; Mobile and Wireless Technology; Business Model; Analytics and Data Science; Competitive Strategy; Decision Making; Applications and Software; Digital Platforms; Technology Industry; Retail Industry; Turkey
Gupta, Sunil, Donald Ngwe, and Gamze Yucaoglu. "HOPI: Turkey's Shopping Companion." Harvard Business School Case 519-057, March 2019.
- 22 Dec 2008
- Research & Ideas
10 Reasons to Design a Better Corporate Culture
codified and enforced cultures enjoy great employee and customer loyalty, in large part because they are effective in either altering ineffective behaviors or disengaging from values-challenged employees in... View Details
John T. Gourville
John Gourville is the Albert J. Weatherhead, Jr. Professor of Business Administration at the Harvard Business School. He joined the HBS Marketing Unit in 1995 after receiving his Ph.D. at the University of Chicago in marketing and behavioral research. His most... View Details
- 10 Oct 2013
- Working Paper Summaries
Managing Churn to Maximize Profits
- 2010
- Chapter
Utilizing Team Member Expertise Under Pressure
By: Heidi K. Gardner and Erin McFee
Pressure intensifies on a strategy consulting team as they deliver a critical project, and the team manager faces a dilemma about her changing role on the team. Although she had been the key decision-maker in the early weeks of the project, Julia Narino now finds that... View Details
Keywords: Experience and Expertise; Managerial Roles; Organizational Culture; Projects; Groups and Teams; Behavior; Customization and Personalization; Consulting Industry
Gardner, Heidi K., and Erin McFee. "Utilizing Team Member Expertise Under Pressure." Chap. 18 in Group Communication: Cases for Analysis, Appreciation and Application, edited by Laura W. Black, 143–148. Dubuque, IA: Kendall/Hunt Publishing, 2010.
- September 1999 (Revised July 2006)
- Case
Juice Guys (A)
By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)