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Show Results For
- All HBS Web
(13,228)
- People (50)
- News (3,119)
- Research (6,896)
- Events (26)
- Multimedia (167)
- Faculty Publications (4,802)
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- June 2001
- Case
Bang Networks- The First Customer (A)
By: Jay O. Light and Mary N. Caravella
In November 2000, six-month-old start-up Bang Networks is preparing a proposal for its first paid subscription contract. The recent MBA founders of the new San Francisco--based company believe they have a unique new solution for effective delivery of real-time Web... View Details
Keywords: Business Startups; Negotiation Tactics; Internet and the Web; Valuation; Value Creation; Negotiation Preparation; Information Technology Industry; San Francisco
Light, Jay O., and Mary N. Caravella. "Bang Networks- The First Customer (A)." Harvard Business School Case 201-111, June 2001.
- July 2005 (Revised January 2011)
- Case
Understanding Customer Profitability at Charles Schwab
By: Francisco de Asis Martinez-Jerez
Charles Schwab is transforming into a customer-centric organization. Central to this cultural and organizational change is the utilization of customer profitability at different decision-making levels. Examines several technical aspects of the ABC cost system, as well... View Details
Keywords: Organizational Change and Adaptation; Motivation and Incentives; Customer Relationship Management; Customer Value and Value Chain; Activity Based Costing and Management; Decision Making; Organizational Culture; Profit; Performance Evaluation; Budgets and Budgeting
Martinez-Jerez, Francisco de Asis. "Understanding Customer Profitability at Charles Schwab." Harvard Business School Case 106-002, July 2005. (Revised January 2011.)
- 20 Dec 2017
- Lessons from the Classroom
How to Design a Better Customer Experience
(The accompanying teaching note is available to instructors to help them run the exercise.) Thomke, who has worked with global firms on upping their customer experience game, has taught the class in the HBS executive education programs,... View Details
- November 2011
- Teaching Note
Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)
By: Michael J. Roberts and Paul E. Morrison
Teaching Note for Product #4377. View Details
- May–June 1986
- Article
Customizing Global Marketing
By: John A. Quelch and Edward J. Hoff
Quelch, John A., and Edward J. Hoff. "Customizing Global Marketing." Harvard Business Review 64, no. 3 (May–June 1986): 59–68.
- May 1976
- Article
The Job Makes the Person
By: R. M. Kanter
Keywords: Jobs and Positions
Kanter, R. M. "The Job Makes the Person." Psychology Today (May 1976). (Reprintings include: Breaking Through, edited by B.D. Smith. Addison Wesley Longman, 2001; Organizational Behavior, edited by. D. Kolb. Englewood Cliffs, N.J.: Prentice-Hall, 1989; Management Pragmatics, edited by R.A. Webber. Homewood, Ill.: Richard D. Irwin, 1979.)
- 08 Aug 2005
- Research & Ideas
A Balanced Scorecard Approach To Measure Customer Profitability
The Balanced Scorecard introduced customer metrics into performance management systems. Scorecards feature all manner of wonderful objectives relating to the customer value proposition View Details
Keywords: by Robert S. Kaplan
- Article
Deception and Its Detection: Effects of Monetary Incentives and Personal Relationship History
By: Lyn M. Van Swol, Deepak Malhotra and Michael T. Braun
The study examined detection of deception in unsanctioned, consequential lies between either friends or strangers using an ultimatum game. The sender was given an amount of money to divide with the receiver. The receiver did not know the precise amount the sender had... View Details
Van Swol, Lyn M., Deepak Malhotra, and Michael T. Braun. "Deception and Its Detection: Effects of Monetary Incentives and Personal Relationship History." Communication Research 39, no. 2 (April 2012): 217–238.
- April 1978
- Article
Two Person Games on Graphs
By: A. E. Roth
Keywords: Games, Gaming, and Gambling
Roth, A. E. "Two Person Games on Graphs." Journal of Combinatorial Theory, Series B 24, no. 2 (April 1978): 238–241.
- November–December 1995
- Article
Why Satisfied Customers Defect
By: T. O. Jones and W. E. Sasser Jr.
Keywords: Customers
Jones, T. O., and W. E. Sasser Jr. "Why Satisfied Customers Defect." Harvard Business Review 73, no. 6 (November–December 1995).
- 26 Jul 2016
- Research & Ideas
Where will Pokémon Go with Your Personal Information?
data and how they go about monetizing it? Or is it free reign and whatever they don’t capitalize on, someone else quickly will? Shih: I’d be more in the latter camp. I remember working for IBM in August of... View Details
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- Article
Perceiving Freedom Givers: Effects of Granting Decision Latitude on Personality and Leadership Perceptions
By: Roy Y.J. Chua and Sheena Iyengar
A perennial question facing managers is how much decision latitude to give their employees at work. The current research investigates how decision latitude affects employees' perceptions of managers' personalities and, in turn, their leadership effectiveness. Results... View Details
Keywords: Decisions; Leadership; Perception; Employees; Performance Effectiveness; Personal Characteristics
Chua, Roy Y.J., and Sheena Iyengar. "Perceiving Freedom Givers: Effects of Granting Decision Latitude on Personality and Leadership Perceptions." Leadership Quarterly 22, no. 5 (October 2011): 863–880.
- April 1994
- Supplement
Mark Kaufman and 3 Strikes Custom Design (C)
Stevenson, Howard H. "Mark Kaufman and 3 Strikes Custom Design (C)." Harvard Business School Supplement 394-196, April 1994.
- December 1987 (Revised June 1989)
- Case
Mark Kaufman and 3 Strikes Custom Design (A)
Stevenson, Howard H. "Mark Kaufman and 3 Strikes Custom Design (A)." Harvard Business School Case 388-068, December 1987. (Revised June 1989.)
- 05 Aug 2010
- What Do You Think?
What Is Customer Opinion Good For?
Summing Up Customer inputs to the product development process count, but in different ways and at different times, according to many responding to this month's column. As Alexander Gat put it, competing... View Details
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- March 2011
- Module Note
Quantitative Analysis of Competitive Position: Customer Demand and Willingness to Pay
By: David J. Collis
This note is designed to provide strategists with tools to perform two critical customer-related analyses: determining willingness to pay — the estimation of how much a given customer would be willing to pay for a particular product or service; and demand estimation —... View Details
Keywords: Price; Demand and Consumers; Competitive Advantage; Management Analysis, Tools, and Techniques; Market Participation; Segmentation
Collis, David J. "Quantitative Analysis of Competitive Position: Customer Demand and Willingness to Pay." Harvard Business School Module Note 711-495, March 2011.
- 19 Oct 2010
- Working Paper Summaries
The Impact of Supply Learning on Customer Demand: Model and Estimation Methodology
- 2011
- Book
True North Groups: A Powerful Path to Personal and Leadership Development
By: Bill George and Doug Baker
All too often, we find ourselves forced to confront life's challenges on our own. What we need is an intimate group with whom we can examine our beliefs and share our lives. For the past thirty-five years, Bill George and Doug Baker have found the answer in True North... View Details
Keywords: Interpersonal Communication; Leadership; Personal Development and Career; Problems and Challenges; Groups and Teams; Opportunities; Personal Characteristics
George, Bill, and Doug Baker. True North Groups: A Powerful Path to Personal and Leadership Development. Berrett-Koehler Publishers, 2011.