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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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- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry
Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
- February 2022 (Revised August 2022)
- Case
Amazon, Expedia, and Antitrust: Meeting Legal and Ethical Responsibilities to Customers
By: Robert J. Dolan
Dolan, Robert J. "Amazon, Expedia, and Antitrust: Meeting Legal and Ethical Responsibilities to Customers." Harvard Business School Case 522-085, February 2022. (Revised August 2022.)
- April 1995 (Revised April 1995)
- Case
Pillsbury: Customer Driven Reengineering
By: Robert S. Kaplan
Pillsbury is transforming itself from an integrated producer of flour and bakery products to a value-added supplier of premium branded products. After initial successes applying activity-based costing to manufacturing operations, two senior executives decide to... View Details
Keywords: Organizational Change and Adaptation; Production; Cost Management; Activity Based Costing and Management; Customer Value and Value Chain; Food and Beverage Industry
Kaplan, Robert S. "Pillsbury: Customer Driven Reengineering." Harvard Business School Case 195-144, April 1995. (Revised April 1995.)
- 2008
- Chapter
Models of Customer Value
By: Sunil Gupta and Donald R. Lehmann
Keywords: Customer Value and Value Chain
Gupta, Sunil, and Donald R. Lehmann. "Models of Customer Value." In Handbook of Marketing Decision Models, edited by Berend Wierenga. International Series in Operations Research & Management Science. Springer Science + Business Media, 2008.
- 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.
- 07 Nov 2016
- Research & Ideas
Corporate Tax Strategies Mirror Personal Returns of Top Execs
financial advisers and accountants. It boils down to personal preference, according to Harvard Business School Assistant Professor Gerardo Pérez Cavazos. “High net worth individuals have a wide range of... View Details
Keywords: by Roberta Holland
- January 2010 (Revised March 2011)
- Case
Ben Bernanke: Person of the Year?
By: Lakshmi Iyer and Matthew C. Weinzierl
In response to the economic and financial crisis of 2008–2009, the Federal Reserve greatly expanded the scale and scope of its activities. Though lauded by many experts for its actions, the Fed and its chairman, Ben Bernanke, faced harsh criticism from some public... View Details
Keywords: Financial Crisis; Central Banking; Governance Controls; Policy; Crisis Management; Power and Influence; Public Administration Industry; United States
Iyer, Lakshmi, and Matthew C. Weinzierl. "Ben Bernanke: Person of the Year?" Harvard Business School Case 710-051, January 2010. (Revised March 2011.)
- May 2011
- Article
Think Customers Hate Waiting? Not So Fast...
By: Ryan W. Buell and Michael I. Norton
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The... View Details
Keywords: Customer Relationship Management; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction
Buell, Ryan W., and Michael I. Norton. "Think Customers Hate Waiting? Not So Fast..." Harvard Business Review 89, no. 5 (May 2011).
- 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.
- September 6, 2022
- Article
Creating a Platform for Costless Personalization in Clothing
By: Shane Greenstein
This study analyzes the role of co-invention in the creation of a platform for print-on-demand-clothing, or PODC. Co-invention is the invention of a new business process to complement new technology, and turn it into a valuable commercial service. PODC copies a design... View Details
Keywords: Print-on-demand-clothing; Customization and Personalization; Digital Platforms; Apparel and Accessories Industry
Greenstein, Shane. "Creating a Platform for Costless Personalization in Clothing." Frontiers in Research Metrics and Analytics (September 6, 2022).
- 2007
- Blog
Harvard Business Online—Marketing Know:How: Customers Demand and Deserve Respect
By: John A. Quelch
Quelch, John A. "Customers Demand and Deserve Respect." Harvard Business Online—Marketing Know:How (blog). December 17, 2007. https://hbr.org/2007/12/what-i-learned-from-you-2/.
- March 2020
- Case
ZEISS Group: Organize by Customer Culture?
By: Willy C. Shih
How should ZEISS, the German manufacturer of precision optical and optoelectronic systems manage two historic businesses that operated fairly autonomously? The Industrial Quality Solutions (IQS) business sold measurement equipment to manufacturing companies in sectors... View Details
Shih, Willy C. "ZEISS Group: Organize by Customer Culture?" Harvard Business School Case 620-103, March 2020.
- March 1998
- Teaching Note
Personality Types: The Myers-Briggs Type Indicator (TN)
By: David A. Thomas and Emily Heaphy
Describes a class design for teaching students about the Myers-Briggs Type Indicator (MBTI). The Ideal Organization exercise is the centerpiece of the class. It demonstrates that people with different cognitive types have distinct preferences for the type of... View Details
- June 2005 (Revised March 2017)
- Teaching Note
Siebel Systems: Organizing for the Customer
By: Robert Simons
Teaching Note to (103-014). The Siebel Systems case describes the unusual accountability and organizing choices made by managers of a successful, rapidly growing software development company. The case is set in 2002, but details the critical decisions made by founder... View Details
- February 2021 (Revised March 2022)
- Case
Marvin: A Personalized Telehealth Approach to Mental Health
By: Regina E. Herzlinger, Eshani Sharma, Andrew Nguyen, Thomas Arsenault, Carin-Isabel Knoop and Julia Kelley
More than one third of Americans were said to suffer some type of behavioral health ailment at some point in their lifetime, with many people requiring chronic therapy or intervention. Despite significant clinical needs, access to reliable treatment has been difficult... View Details
Keywords: Mental Health; Applications; Startup Management; Telehealth; Health Care Entrepreneurship; Health ＆ Wellness; Health Care; Health Care and Treatment; Customization and Personalization; Internet and the Web; Entrepreneurship; Growth and Development Strategy; Applications and Software
Herzlinger, Regina E., Eshani Sharma, Andrew Nguyen, Thomas Arsenault, Carin-Isabel Knoop, and Julia Kelley. "Marvin: A Personalized Telehealth Approach to Mental Health." Harvard Business School Case 321-127, February 2021. (Revised March 2022.)
- July–August 2013
- Article
Relaxing the Taboo on Telling Our Own Stories: Upholding Professional Distance and Personal Involvement
By: Michel Anteby
Scholars studying organizations are typically discouraged from telling, in print, their own stories. The expression "telling our own stories" is used as a proxy for field research projects that, in their written form, explicitly rely on a scholar's personal involvement... View Details
Keywords: Fieldwork; Research Practiced; Distance; Involvement; Taboo; Practice; Ethics; Education Industry
Anteby, Michel. "Relaxing the Taboo on Telling Our Own Stories: Upholding Professional Distance and Personal Involvement." Organization Science 24, no. 4 (July–August 2013): 1277–1290.
- 01 Mar 2004
- What Do You Think?
Are Customer Loyalty Initiatives Worth the Investment?
Summing Up This month's column presented two views of the importance of customer loyalty management, one challenging its feasibility and long-term impact (Michael Treacy, Double Digit Growth) View Details
Keywords: by James Heskett
- November 2006
- Article
Modeling Customer Lifetime Value
By: Sunil Gupta, Dominique Hanssens, Bruce Hardie, Wiliam Kahn, V. Kumar, Nathaniel Lin, Nalini Ravishanker and S. Sriram
Gupta, Sunil, Dominique Hanssens, Bruce Hardie, Wiliam Kahn, V. Kumar, Nathaniel Lin, Nalini Ravishanker, and S. Sriram. "Modeling Customer Lifetime Value." Journal of Service Research 9, no. 2 (November 2006): 139–155.