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Show Results For
- All HBS Web
(10,215)
- People (28)
- News (2,535)
- Research (5,798)
- Events (71)
- Multimedia (100)
- Faculty Publications (3,948)
- Forthcoming
- Article
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Management Science (forthcoming). (Pre-published online March 31, 2025.)
- 2023
- Working Paper
No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate
By: Innessa Colaiacovo
Multi-location firms face a complex series of economic tradeoffs when deciding whether to implement
standard processes or allow processes to vary across establishments. One element of this tradeoff is customer
response. This paper explores customer reaction to a... View Details
Keywords: Consumer Behavior; Geographic Location; Policy; Health Pandemics; Retail Industry; United States
Colaiacovo, Innessa. "No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate." Harvard Business School Working Paper, No. 24-004, July 2023. (Revise and Resubmit to Journal of Economics and Management Strategy.)
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
components: actionable customer selection criteria (because resources spent on accounts A and B are not available for accounts C, D, and so on); clarity about the buying process for target View Details
Keywords: by Kristen Senz
- Web
Online Transforming Customer Experiences Course | HBS Online
Exercise Addressing Customer Compatibility Aligning with Customer Needs Experimenting with Transparency Customizing Service to Meet High Expectations Featured Exercises... View Details
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
JetBlue today is considered one of the top airlines in the world, and its customer ratings are as high as its airplanes. But not that long ago JetBlue was a prime business school example of a nightmare... View Details
- 15 Nov 2016
- News
Field Course Helps Nascent Entrepreneurs Connect with Customers
technology-enabled heated winter boots for women, says the course helped her venture gain traction with customers at a very early stage. “The course was very tactical,” Lefkowitz explains. “My team worked on... View Details
- 16 May 2016
- HBS Case
Food Safety Economics: The Cost of a Sick Customer
prompted a greater demand for food testing in order to verify the authenticity of the claims. Increasing consumer consciousness about food safety and healthfulness: Consumers have high expectations about the safety of their food, so a great deal of public interest is... View Details
- 05 Jun 2019
- Research & Ideas
If Your Customers Don't Care What You Charge, What Should You Charge?
customers. Both established firms and new market entrants frequently use introductory offers to accumulate customers and then raise prices later on, assuming customers will choose to stay over the cost of... View Details
- 20 May 2019
- Research & Ideas
Activist CEOs Are Rising Up—and Their Customers Are Listening
When former Starbucks CEO Howard Schultz announced earlier this year he was thinking about running for president of the United States, it wasn’t a new idea. Past CEOs seeking the White House have included Carly Fiorina, Ross Perot, Herman Cain, Steve Forbes, Mitt... View Details
Keywords: by Michael Blanding
- 06 Mar 2017
- News
To Motivate Employees, Show Them How They’re Helping Customers
- 07 Aug 2015
- News
SoulCycle: You Say ‘Cult.’ I Say ‘Loyal Customer Base.’
- TeachingInterests
Executive Education: Leading Growth through Customer Centricity — India
By: Rajiv Lal
Establishing a strategic advantage in India's highly competitive marketplace requires a systemic shift in focus—away from selling products and toward meeting the needs of customers. But how many companies are prepared to carry out such fundamental change? By... View Details
- August 2009
- Supplement
The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Company (CW)
By: Willy C. Shih
When L.C. Tu receives an emergency order, he is confronted with a range of production scheduling choices, each of which has unique costs and trade-offs. The case was designed to help students understand job-shop style production and the impact of disruptions and... View Details
- Research Summary
Overview
By: Eva Ascarza
Professor Ascarza’s research primarily focuses on providing researchers and marketers a better understanding of how to manage customer retention so as to reduce churn and increase firm’s profitability. She addresses these issues by building empirical models of customer... View Details
- March 2006 (Revised September 2006)
- Case
Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel
By: Dennis Campbell, Francisco de Asis Martinez-Jerez, Marc Epstein and Joshua Bellin
The MGM Grand Hotel in Las Vegas had detailed information on loyal gaming customers, but could its information systems also be tailored to nongaming customers? As the nongaming business sectors became increasingly profitable both at the MGM Grand and in Las Vegas... View Details
Keywords: Games, Gaming, and Gambling; Customer Relationship Management; Customer Value and Value Chain; Entertainment and Recreation Industry; Accommodations Industry; Nevada
Campbell, Dennis, Francisco de Asis Martinez-Jerez, Marc Epstein, and Joshua Bellin. "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel." Harvard Business School Case 106-029, March 2006. (Revised September 2006.)
- 30 Sep 2002
- Research & Ideas
Use the Psychology of Pricing To Keep Customers Returning
a product depends on the underlying demand for a product. Managers who offer a scarce resource, such as a private golf course, face a constant battle between maximizing the number of paying customers (in... View Details
Keywords: by Manda Mahoney
- 18 May 2022
- Research & Ideas
Are Banks the ‘Bad Guys’? Overdraft Fees Are Crushing Low-Income Customers
by the banks might have severe consequences on consumers living paycheck to paycheck. About 14 percent of bank customers incur five or more overdraft fees a year, according to the FDIC. The researchers... View Details
- April 2000 (Revised May 2000)
- Case
Capital One Financial Corporation
By: Bharat N. Anand, Michael G. Rukstad and Christopher Paige
Designed to explore the structure, implementation, and sustainability of an information-based strategy (IBS) undertaken by Capital One during the 1990s. Particular issues of interest are the impact of mass customization on industry structure, the ability to transfer... View Details
Keywords: Competitive Strategy; Customization and Personalization; Industry Structures; Internet and the Web; Innovation Strategy; Knowledge Use and Leverage; Financial Services Industry; United States
Anand, Bharat N., Michael G. Rukstad, and Christopher Paige. "Capital One Financial Corporation." Harvard Business School Case 700-124, April 2000. (Revised May 2000.)
- 23 Mar 2012
- News