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- All HBS Web (455)
- Faculty Publications (254)
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- 07 Nov 2005
- What Do You Think?
Is Less Becoming More?
Too much innovation merely increases complexity without creating economic benefits for either the producer or the consumer. In his book, The Paradox of Choice, Barry Schwartz maps the adverse impact of what he calls the "culture of abundance" on everything... View Details
- December 2013 (Revised March 2016)
- Case
Managing Online Reviews on TripAdvisor
By: Thales Teixeira and Leora Kornfeld
In 2013, TripAdvisor was the most visited online travel site in the world. It hosted a massive repository of information on hotels and travel services, and provided millions of reviews written by consumers. Consumers were becoming increasingly motivated to read and... View Details
Keywords: Online Word-of-mouth; Online Reviews; Hotels; Internet and the Web; Marketing Communications; Marketing Reference Programs; Digital Marketing; Customer Satisfaction; Accommodations Industry; Travel Industry
Teixeira, Thales, and Leora Kornfeld. "Managing Online Reviews on TripAdvisor." Harvard Business School Case 514-071, December 2013. (Revised March 2016.)
- November 2001 (Revised October 2017)
- Supplement
Store24 (B): Service Quality and Employee Skills
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case. View Details
Frei, Frances X., and Dennis Campbell. "Store24 (B): Service Quality and Employee Skills." Harvard Business School Supplement 602-097, November 2001. (Revised October 2017.)
- 06 Jun 2012
- What Do You Think?
Is Something Wrong with the Way We Work?
created by customers and clients and their increasing expectations that we be available day and night. Even more can be laid at the feet of leadership. But ultimately the primary culprit is us. That's my sense of the comments concerning... View Details
- September 1990 (Revised April 1993)
- Case
R.J. Reynolds Tobacco Co.
By: William J. Bruns Jr.
Following the company's purchase as a part of a leveraged buyout, the new management team of R.J. Reynolds Tobacco Co. had to decide what to do about the build-up of excess inventory of its independent wholesale customers. The case introduces students to the problems... View Details
Keywords: Activity Based Costing and Management; Customer Satisfaction; Business or Company Management; Business Growth and Maturation; Consumer Products Industry
Bruns, William J., Jr. "R.J. Reynolds Tobacco Co." Harvard Business School Case 191-038, September 1990. (Revised April 1993.)
- September 2020 (Revised June 2021)
- Case
Gong: Resonating Conversational Insights
By: Alison Wood Brooks and Trevor Spelman
In 2015, Amit Bendov was struck by a realization about a new technology that might be able to transcribe musical notation in real-time, which eventually became known as Gong. Gong’s business proposition was simple: provide software that automatically captures,... View Details
Keywords: Applications and Software; Technological Innovation; Communication; Performance Effectiveness; Sales; Customer Satisfaction; Competitive Strategy
Brooks, Alison Wood, and Trevor Spelman. "Gong: Resonating Conversational Insights." Harvard Business School Case 921-015, September 2020. (Revised June 2021.)
- May 1999
- Background Note
Note on Behavioral Pricing
The note introduces the behavioral or psychological aspects of consumer price acceptance. Begins by reviewing the traditional economic approach to product pricing and consumer price acceptance--namely, that consumers should be willing to purchase anytime a product's... View Details
Keywords: Customer Satisfaction; Decisions; Fairness; Price; Marketing Strategy; Behavior; Perspective; Public Opinion
Gourville, John T. "Note on Behavioral Pricing." Harvard Business School Background Note 599-114, May 1999.
- March 1991 (Revised October 1991)
- Background Note
Manage Orders, Satisfy Customers, Make Money
By: Benson P. Shapiro and John J. Sviokla
Shapiro, Benson P., and John J. Sviokla. "Manage Orders, Satisfy Customers, Make Money." Harvard Business School Background Note 591-098, March 1991. (Revised October 1991.)
- September 1999 (Revised February 2004)
- Case
WebSpective Software, Inc. (A)
By: Michael J. Roberts, Joseph B. Lassiter III, John T. Gourville and Sun Ming Wong
Describes the situation at WebSpective, a software company that develops products to help companies manage the network of servers that support their Websites. Describes the use of "concept engineering" tools to interview customers, determine their needs and the... View Details
Keywords: Entrepreneurship; Management Practices and Processes; Customers; Customer Focus and Relationships; Communication Intention and Meaning; Product Development; Product Marketing; Management Analysis, Tools, and Techniques; Customer Satisfaction; Marketing Strategy; Information Technology Industry
Roberts, Michael J., Joseph B. Lassiter III, John T. Gourville, and Sun Ming Wong. "WebSpective Software, Inc. (A)." Harvard Business School Case 800-136, September 1999. (Revised February 2004.)
- April 2008 (Revised March 2015)
- Case
TheLadders (A)
By: Peter A. Coles, Benjamin Edelman, Brian J. Hall and Nicole Bennett
Despite strong appeal among job seekers and outside recruiters, TheLadders' corporate job listings seem to lag. Could raising prices help solve the problem? TheLadders considers this strategic paradox. View Details
Keywords: Customer Satisfaction; Price; Recruitment; Job Search; Marketing Strategy; Employment Industry
Coles, Peter A., Benjamin Edelman, Brian J. Hall, and Nicole Bennett. "TheLadders (A)." Harvard Business School Case 908-061, April 2008. (Revised March 2015.) (request a courtesy copy.)
- 2010
- Other Unpublished Work
Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions
By: Jill Avery
An ethnographic study of a brand community following the launch of the Porsche Cayenne SUV finds that brand extensions can negatively affect the value of their parent brands. By studying the collective response to brand extensions of existing consumers and by... View Details
- December 2000
- Case
Friona Industries, L.P.
By: Ray A. Goldberg, Carin-Isabel Knoop and Cate Reavis
As the food industry becomes more sophisticated, and as genomics and other factors provide for quality control from the producers to the consumers in the food chain, the beef industry has been one of the last commodity systems to organize the vertical systems to... View Details
Keywords: Customer Satisfaction; Customer Value and Value Chain; Food; Management Systems; Supply and Industry; Performance Consistency; Quality; Partners and Partnerships; Food and Beverage Industry; Retail Industry
Goldberg, Ray A., Carin-Isabel Knoop, and Cate Reavis. "Friona Industries, L.P." Harvard Business School Case 901-009, December 2000.
- September 2009 (Revised May 2019)
- Case
The London 2012 Olympic Games
By: John T. Gourville and Marco Bertini
It's 2009 and Paul Williamson, Head of Ticketing, must finalize ticket prices for the 2012 London Olympic Games. Yet, there are many criteria to consider. First, given the importance of ticketing to the Games' bottom line, he has a strong incentive to maximize... View Details
Keywords: Pricing; Customer Satisfaction; Price; Strategy; Profit; Revenue; Sales; Sports Industry; London
Gourville, John T., and Marco Bertini. "The London 2012 Olympic Games." Harvard Business School Case 510-039, September 2009. (Revised May 2019.)
- May 2004
- Article
Brands as Beacons: A New Source of Loyalty to Multiproduct Firms
By: Bharat Anand and Ron Shachar
Anand, Bharat, and Ron Shachar. "Brands as Beacons: A New Source of Loyalty to Multiproduct Firms." Journal of Marketing Research (JMR) 41, no. 2 (May 2004): 135–150. (Lead Article) and (Formerly titled: "Multiproduct Firms, Information, and Loyalty.")
- June 2011
- Teaching Note
Red Lobster (TN)
By: Jason Riis
Teaching Note for 511-052. View Details
Keywords: Markets; Research; Opportunities; Customer Satisfaction; Sales; Segmentation; Food; Food and Beverage Industry
- January 1995
- Case
Understanding User Needs
By: Marco Iansiti and Ellen Stein
Presents an introduction to methods for understanding user needs in product development. Describes a number of techniques including the use of focus groups, interviews, questionnaires, the Kano method, Lead User analysis, the Product Value matrix, OFD, etc. Provides a... View Details
Keywords: Customer Satisfaction; Customer Value and Value Chain; Product Development; Mathematical Methods
Iansiti, Marco, and Ellen Stein. "Understanding User Needs." Harvard Business School Case 695-051, January 1995.
- 21 May 2007
- Research & Ideas
Fixing the Marketing-CEO Disconnect
problem is that these managers don't know what metrics to measure or how to interpret the results. They may collect all manner of plausible marketing-performance metrics, from customer satisfaction to... View Details
Keywords: by Sean Silverthorne
- January–February 2024
- Article
Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments
By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
Buell, Ryan W., Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan, and Rengaraj Venkatesh. "Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments." Manufacturing & Service Operations Management 26, no. 1 (January–February 2024): 154–166.
- February 2000 (Revised April 2001)
- Case
Boston Medical Group
By: Richard M.J. Bohmer and Bruce L. Hall
Describes the structure of a variable compensation plan for physicians implemented by a Massachusetts medical group practice. Examines issues such as balancing group and individual risk and selection of performance metrics (productivity and patient satisfaction). View Details
Keywords: Customer Satisfaction; Health Care and Treatment; Executive Compensation; Management Practices and Processes; Risk Management; Standards; Risk and Uncertainty; Health Industry
Bohmer, Richard M.J., and Bruce L. Hall. "Boston Medical Group." Harvard Business School Case 600-086, February 2000. (Revised April 2001.)
- 11 Oct 2004
- Research & Ideas
Four Ways to Create Lasting Change
generations of a customer-satisfaction program at a large American retailer, dubbed "Alpha Corporation" for the sake of confidentiality. The first of Alpha's customer satisfaction programs,... View Details
Keywords: by Martha Lagace