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(2,057)
- News (141)
- Research (1,666)
- Events (41)
- Multimedia (8)
- Faculty Publications (1,190)
Show Results For
- All HBS Web
(2,057)
- News (141)
- Research (1,666)
- Events (41)
- Multimedia (8)
- Faculty Publications (1,190)
- Fall 2016
- Article
How Do Customers Respond to Increased Service Quality Competition?
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide... View Details
Keywords: Service Quality Competition; Retail Banks; Empirical Operations; Retention; Service Operations; Quality; Competition; Banking Industry; United States
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607.
- 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.)
- Working Paper
Diversification as an Adaptive Learning Process: An Empirical Study of General-Purpose and Market-Specific Technological Know-How in New Market Entry
By: Dominika Kinga Randle and Gary P. Pisano
An enduring trait of modern corporations is their propensity to diversify into multiple lines of business. Penrosian theories conceptualize diversification as a strategy to exploit a firm’s fungible, yet “untradeable,” resources and point to redeployment of... View Details
Keywords: Growth and Development Strategy; Technology Adoption; Diversification; Market Entry and Exit; Transformation
Randle, Dominika Kinga, and Gary P. Pisano. "Diversification as an Adaptive Learning Process: An Empirical Study of General-Purpose and Market-Specific Technological Know-How in New Market Entry." Harvard Business School Working Paper, No. 23-032, December 2022.
- Article
When Is Traditionalism an Asset and When Is It a Liability for Team Innovation? A Two-Study Empirical Examination
By: Laura Huang, Cristina B. Gibson, Bradley L. Kirkman and Debra L. Shapiro
Team innovation requires idea generating and idea implementing. In two studies, we examine how these team activities are affected by the extent to which members value traditionalism – that is, placing importance on preserving old ways of doing things over breaking... View Details
Keywords: Groups and Teams; Innovation and Invention; Diversity; Values and Beliefs; Performance Effectiveness
Huang, Laura, Cristina B. Gibson, Bradley L. Kirkman, and Debra L. Shapiro. "When Is Traditionalism an Asset and When Is It a Liability for Team Innovation? A Two-Study Empirical Examination." Journal of International Business Studies 48, no. 6 (August 2017): 693–715.
- 2009
- Other Paper
Paying $30,000 for a Gold Star: An Empirical Investigation into the Value of Peer Recognition to Software Salespeople
By: Ian I. Larkin
- 2002
- Working Paper
What We Want to Do Versus What We Think We Should Do: An Empirical Investigation of Intrapersonal Conflict
By: Kathleen M. O'Connor, Carsten K.W. de Dreu, Holly Schroth, Bruce Barry, Terri R. Lituchy and Max Bazerman
- 11 Jun 2006 - 13 Jun 2006
- Conference Presentation
Exploring the Links Between Product and Organizational Architectures: An Empirical Study of Open and Closed Source Software
By: Alan MacCormack
- July 2006
- Article
Exploring the Structure of Complex Software Designs: An Empirical Study of Open Source and Proprietary Code
By: Alan MacCormack, John Rusnak and Carliss Y. Baldwin
MacCormack, Alan, John Rusnak, and Carliss Y. Baldwin. "Exploring the Structure of Complex Software Designs: An Empirical Study of Open Source and Proprietary Code." Management Science 52, no. 7 (July 2006).
- 1997
- Working Paper
Experience, Experimentation and the Accumulation of Organizational Capabilities: An Empirical Study of R&D in the Semiconductor Industry
By: Marco Iansiti and Jonathan West
- May 2003
- Article
Experience, Experimentation, and the Accumulation of Knowledge: An Empirical Study of the Evolution of R&D in the Semiconductor Industry
By: J. West and Marco Iansiti
West, J., and Marco Iansiti. "Experience, Experimentation, and the Accumulation of Knowledge: An Empirical Study of the Evolution of R&D in the Semiconductor Industry." Research Policy 32, no. 5 (May 2003).
- 2002
- Working Paper
The Tortoise and the Hare: An Empirical Investigation of the Dynamics of Integration, Differentiation and Incumbent Adaptation
By: George Westerman, Marco Iansiti and F. Warren McFarlan
- April 2015 (Revised October 2019)
- Case
The Great Divergence: Europe and Modern Economic Growth
The continent of Europe seemed in the spring of 2015 to be in a weaker position relative to other world regions than it had in centuries. Though comparatively small, it had long played a disproportionate role in world history, to the extent that the modern world system... View Details
Keywords: The Great Divergence; Modern Economic Growth; Empire; Disruption; Economic Growth; Values and Beliefs; History; Globalization; Europe
Reinert, Sophus A. "The Great Divergence: Europe and Modern Economic Growth." Harvard Business School Case 715-039, April 2015. (Revised October 2019.)
- 2022
- Chapter
State-Formation, Statist Islam, and Regime Instability: Evidence from Turkey
By: Kristin Fabbe
Religion, and particularly the forces of political Islam and state secularism, have been central to discussions of regime stability in the Turkish case. Intense polarization, political instability, and military interventions have propelled Turkey into crisis about once... View Details
Keywords: Ottoman Empire; Regime; State Secularism; Political Islam; Democracy; Autocracy; Religion; Government and Politics; Turkey
Fabbe, Kristin. "State-Formation, Statist Islam, and Regime Instability: Evidence from Turkey." In The Oxford Handbook of Politics in Muslim Societies, edited by Melani Cammett and Pauline Jones. New York: Oxford University Press, 2022.
- 2015
- Working Paper
Client Service, Compensation, and the Sell-Side Analyst Objective Function: An Empirical Analysis of Relational Incentives in the Investment-Research Industry
By: David A. Maber, Boris Groysberg and Paul M. Healy
This paper investigates how sell-side analysts build and sustain their client networks; the economic gains to successfully managing this challenge; and the metrics through which these incentives are delivered. In a typical semiannual period, the average analyst... View Details
Keywords: Networks; Measurement and Metrics; Operations; Customer Focus and Relationships; Jobs and Positions
Maber, David A., Boris Groysberg, and Paul M. Healy. "Client Service, Compensation, and the Sell-Side Analyst Objective Function: An Empirical Analysis of Relational Incentives in the Investment-Research Industry." Working Paper, 2015.
- Research Summary
Market Triads: A Theoretical and Empirical Analysis of Market Intermediation (Journal for the Theory of Social Behavior, June 2002)
By: Rakesh Khurana
This paper examines the role of executive search firms in CEO search. The paper argues that the numerical shift from two party market transactions (e.g. buyers and sellers) to three party transactions (e.g. buyers, sellers, and third party) transforms market exchanges... View Details
- 2021
- Working Paper
Does Cash Really Mean Trash? An Empirical Investigation into the Effect of Retailer Price Promotions on Household Food Waste
By: Arjen van Lin, Aylin Aydinli, Marco Bertini, Erica van Herpen and Julia von Schuckmann
- 2018
- Article
Revenue Farming Reconsidered: Tenurial Rights and Tenurial Duties in Early Modern India, ca. 1556–1818
By: Sudev J Sheth
The meaning of land revenue farming in Indian history has eluded consensus. Some view it as an administrative aberration indicating weak state control, while others see it as a strategy for consolidating authority. This essay traces the historical development of iqṭāʻ... View Details
Keywords: Iqṭāʻ; Ijārah; Revenue Farming; Financial Agents; Mughal Empire; Business History; Business and Government Relations; Property; Finance; South Asia
Sheth, Sudev J. "Revenue Farming Reconsidered: Tenurial Rights and Tenurial Duties in Early Modern India, ca. 1556–1818." Art. 4. Special Issue on Repossessing Property in South Asia: Land, Rights, and Law across the Early Modern/Modern Divide edited by Faisal Chaudhury. Journal of the Economic and Social History of the Orient 61, nos. 5-6 (2018): 878–919.