Publications

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

Keywords: Motivation and Incentives; Money; Ethics; Relationships

May 28, 2018
Article

How Companies Can Identify Racial and Gender Bias in Their Customer Service

By: Alexandra C. Feldberg and Tami Kim

Research shows that minority customers — blacks and Asians — regularly receive worse customer service than whites in ways that are not immediately obvious to onlookers (or even managers). These results prompt a couple of questions for executives and managers. One, does... View Details

Keywords: Internal Audit; Customers; Service Delivery; Prejudice and Bias; Race; Gender; Organizational Change and Adaptation

Read Now

20 Oct 2022 - 22 Oct 2022
Talk

Evaluative Dynamics: Summarizing Customer Journeys, Interviews, and Lives

By: Julian De Freitas, P. Kim and T. Ullman

01 May 2019
News

Getting Personal With Precision Medicine

23 Jan 2019
News

The Promise of Personalized Medicine

and a 501(c)(3) called Cure Rare Disease. With the foundation, Horgan is trying to build something radical: A model for personalizing drug development, with the hopes of saving not only his brother but... View Details

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

Keywords: by Dina Gerdeman; Health; Entertainment & Recreation

2022
Case

Polarizing Government Work: McKinsey & Co. and Immigration and Customs Enforcement (ICE)

By: Andrew J. Hoffman

When Donald Trump announced his run for president in 2015, he placed immigration front and center in his campaign. He promised to drastically expand U.S. Immigration and Customs Enforcement (ICE), end Deferred Action for Childhood Arrivals (DACA), and build a border... View Details

Keywords: International Relations; Immigration; Public Opinion; Ethics

August 2013
Teaching Plan

Zappos.com 2009: Clothing, Customer Service and Company Culture

By: Frances X. Frei and Annelena Lobb

19 Feb 2019
News

Unlocking the Customer Value Chain

01 Jun 2011
News

Howard Stevenson: The Personal Side

passionate he was about HBS. I knew he would bring his customary relish and gusto, but even I was surprised at the enormous energy he put into it. He had a wonderful impact on our alumni and made deep View Details

Keywords: Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools

23 Jun 2008
Research & Ideas

Innovative Ways to Encourage Personal Savings

have much money to begin with can make savings more feasible or more fun, or both. Given the diversity of financial conditions, social settings, and personal circumstances of families, View Details

Keywords: by Martha Lagace; Financial Services

April 1989
Supplement

Mark Kaufman and 3 Strikes Custom Design (B)

By: Howard H. Stevenson

14 Mar 2014
News

In Grief, Try Personal Rituals

Web

Your Personalized Experience | MBA

Your Personalized Experience From establishing long-term career goals to updating your resume, we’re here to help students through each step of the career search journey. The Career & Professional Development (CPD) office is dedicated to... View Details

26 Mar 2019
Working Paper Summaries

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

Keywords: by Michelle A. Shell and Ryan W. Buell; Health

Research Summary

Managing the Operating Role of Customers

By: Frances X. Frei

Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details

April 1994
Supplement

Mark Kaufman and 3 Strikes Custom Design (C)

By: Howard H. Stevenson

December 1987 (Revised June 1989)
Case

Mark Kaufman and 3 Strikes Custom Design (A)

By: Howard H. Stevenson

October 1990
Case

Manufacturers Hanover Corp.: Customer Profitability Report

By: Robert S. Kaplan

Banking company noting declining profitability from its traditional lending activities has started to measure the total profitability of its lending relationships. A loan pricing model estimates the profit and return-on-equity from commercial loans. Additional work was... View Details

Keywords: Investment Return; Revenue; Commercial Banking; Banks and Banking; Customer Value and Value Chain; Banking Industry

Educators