Publications

April 2003 (Revised September 2005)
Case

Celebrity Cruises, Inc.: A Taste of Luxury

By: Frances X. Frei, Corey B. Hajim and Christian Hempell

Describes the complex operations of the cruise industry. Positioned between luxury cruise lines and mass market lines, Celebrity struggles to find ways to create customer loyalty and increase profitability. View Details

Keywords: Customer Satisfaction; Profit; Product Positioning; Operations; Luxury; Shipping Industry

12 Apr – 24 May 2017
HBS Online

HBX Leading with Finance

Leading with Finance helps you build an intuitive understanding of finance to better communicate with key stakeholders and grow your career. Target audience: HBS alumni and colleagues; recommend to someone from your professional or personal network. View Details

Jul 22 2016
Testimonial

Reaching the Next Stage of Your Career

03 Mar 2008
Research & Ideas

Marketing Your Way Through a Recession

Industrial customers prefer to see products and services unbundled and priced separately. Gimmicks are out; reliability, durability, safety, and... View Details

Keywords: by John Quelch

January 2005 (Revised August 2007)
Exercise

Letter Writing Exercise

By: Frances X. Frei and Hanna Rodriguez-Farrar

Provides an opportunity for students to experience first-hand how service companies respond to customer feedback. The corresponding module note further describes the exercise. View Details

Keywords: Customer Focus and Relationships; Communication; Service Industry

March 1999 (Revised June 2004)
Case

United States Agency for International Development (USAID): Campfire Program in Zimbabwe

By: V. Kasturi Rangan and Jay Sinha

Raises the issue of customer definition in economic development. Because of the multiple stakeholders and their varying interests, understanding where and how value is created is critical to understanding the customer. View Details

Keywords: Customer Focus and Relationships; Development Economics; Marketing Strategy; Programs; Business and Stakeholder Relations; Value Creation; Zimbabwe; United States

July 1997
Case

Graffs, The (A)

By: Carl S. Sloane and Gregory C. Rogers

Examines dual-career issues and conflicts between spouses' career objectives, personal values, and life structures. It does so by a in-depth examination of the lives and careers of a professional couple (a successful entrepreneur and a lawyer), choice points in their... View Details

Keywords: Work-Life Balance; Family and Family Relationships; Conflict Management

Find at Harvard

October 2010 (Revised November 2010)
Case

Belco Global Foods

By: C. Fritz Foley and Matthew Johnson

This case introduces students to the fundamental issues that managers face when deciding what international trade finance terms to use when transacting with other firms. In late 2009, Pam Arnold, the head of global credit at Belco Global Foods, must decide which trade... View Details

Keywords: Trade; Credit; Financing and Loans; International Finance; Globalized Firms and Management; Food and Beverage Industry

June 2013
Supplement

AME Learning Inc. (Video Supplement)

By: Jim Sharpe

This is the Video Supplement for AME Learning, Inc., HBS Case #810065. View Details

Keywords: Entrepreneurial Management; Entrepreneurs; Angels; Angel Investors; Growth Planning And Management; Growth Strategy; Family Businesses; Family-owned Business; Careers; Venture Capital; Entrepreneurship; Personal Development and Career; Family and Family Relationships; Family Business; Publishing Industry; Education Industry; Canada; United States

February 2003
Supplement

Silvio Napoli Cross Cultural Management

By: Christopher A. Bartlett

Presents an interview with Silvio Napoli regarding cultural aspects of an Italian manager in a Swiss company opening an Indian subsidiary. Issues range from personal and family adjustment to management style, corporate culture, and differences in national... View Details

Keywords: Management Style; Business Subsidiaries; Nationality; Organizational Culture; Personal Characteristics; Business Startups; Cross-Cultural and Cross-Border Issues; Italy; Switzerland; India

February 2000 (Revised April 2003)
Case

InSite Marketing Technology (B)

By: Lynda M. Applegate and Genevieve J.S. Feraud

Provides students an example of partnerships/acquisitions that allow delivery of packaged solutions to customers in the electronic commerce space. View Details

Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Entrepreneurship; Partners and Partnerships; Strategy; Business Strategy; Web Services Industry

04 Apr 2024
Blog Post

Climate Stories: Water Series - Episode #16: Tim Murdoch, HBS MBA 1990 – Learning about Climate Change and Water

BEI is delighted to bring you this mini-series on HBS alumni tackling problems related to water and climate change. Emotional and visible connection to a topic is key to driving action. There seem to be few... View Details

Article

The Critical Role of Second-order Normative Beliefs in Predicting Energy Conservation

By: Jon M. Jachimowicz, Oliver P. Hauser, Julia D. O'Brien, Erin Sherman and Adam D. Galinsky

Sustaining large-scale public goods requires individuals to make environmentally friendly decisions today to benefit future generations. Recent research suggests that second-order normative beliefs are more powerful predictors of behaviour than first-order personal... View Details

Keywords: Climate Change; Energy; Environmental Sustainability; Household; Behavior; Values and Beliefs; Forecasting and Prediction

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Clubs

Health & Wellness Club

31 Mar 2015
News

Let's Be Real: Why Transparency in Business Should Be the Norm

Research Summary

Interpersonal Communication & Human-Computer Interaction

This stream of research, combining methods from experimental psychology and natural language processing, investigates behaviors that improve interpersonal communication. In our paper on question-asking published in Journal of Personality and Social Psychology,... View Details

Keywords: Communication; Responsiveness; Negotiation; Gender Stereotypes

24 Jan 2022
News

How B2B Businesses Can Get Omnichannel Sales Right

2011
Working Paper

The Impact of Forward-Looking Metrics on Employee Decision Making

By: Pablo Casas-Arce, F. Asis Martinez-Jerez and V.G. Narayanan

This paper analyzes the effects of providing forward-looking metrics on employee decision making. We use data from a southern European bank that, in April 2002, started providing its branch managers with customer lifetime value (CLV) information about mortgage... View Details

Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Mortgages; Employees; Information; Knowledge Use and Leverage; Service Delivery; Banking Industry; Europe