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Show Results For
- All HBS Web
(12,594)
- People (50)
- News (3,119)
- Research (6,950)
- Events (26)
- Multimedia (167)
- Faculty Publications (4,802)
- 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
- 26 Jul 2016
- Research & Ideas
Where will Pokémon Go with Your Personal Information?
data and how they go about monetizing it? Or is it free reign and whatever they don’t capitalize on, someone else quickly will? Shih: I’d be more in the latter camp. I remember working for IBM in August of... View Details
- 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
- April 1978
- Article
Two Person Games on Graphs
By: A. E. Roth
Keywords: Games, Gaming, and Gambling
Roth, A. E. "Two Person Games on Graphs." Journal of Combinatorial Theory, Series B 24, no. 2 (April 1978): 238–241.
- 30 Apr 2021
- Research & Ideas
Why Anger Makes a Wrongly Accused Person Look Guilty
A co-worker accuses you of lying during an important client meeting, and you’re furious because you didn’t lie. Expressing that anger, however, isn’t the best way to prove your innocence, according to new research. “People may misinterpret that anger as a sign of... View Details
Keywords: by Michael Blanding
- April 1994
- Supplement
Mark Kaufman and 3 Strikes Custom Design (C)
Stevenson, Howard H. "Mark Kaufman and 3 Strikes Custom Design (C)." Harvard Business School Supplement 394-196, April 1994.
- December 1987 (Revised June 1989)
- Case
Mark Kaufman and 3 Strikes Custom Design (A)
Stevenson, Howard H. "Mark Kaufman and 3 Strikes Custom Design (A)." Harvard Business School Case 388-068, December 1987. (Revised June 1989.)
The Magic That Makes Customer Experiences Stick
The field of customer experience (CX) design — which aims to ensure that customers have positive touch points with companies while buying and consuming their products and services — has grown quickly in recent years. Research has shown that memorable experiences,... View Details
- May 1976
- Article
The Job Makes the Person
By: R. M. Kanter
Keywords: Jobs and Positions
Kanter, R. M. "The Job Makes the Person." Psychology Today (May 1976). (Reprintings include: Breaking Through, edited by B.D. Smith. Addison Wesley Longman, 2001; Organizational Behavior, edited by. D. Kolb. Englewood Cliffs, N.J.: Prentice-Hall, 1989; Management Pragmatics, edited by R.A. Webber. Homewood, Ill.: Richard D. Irwin, 1979.)
- Web
European and UK Personal Data Collection Disclosure | HBS Online
Additional Privacy Disclosures 1. Introduction These Additional Privacy Disclosures (“Disclosures”) provide information on collection and use of personal data about individuals located in a Relevant Region... View Details
- 01 Apr 2005
- News
Seven Transformations of Personal Leadership
Keywords: David Rooke, William R. Torbet
- 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
- 14 Mar 2014
- News
In Grief, Try Personal Rituals
- 29 May 2013
- Blog Post
“A place to grow personally and professionally.” - Yolanda Anton
than what I already have. Do not misunderstand me: I love the industry. I am still interested in the link to the customer and in the final product. But I want to see those aspects of a project from the... View Details
- 19 Feb 2019
- News
Unlocking the Customer Value Chain
- 05 Aug 2010
- What Do You Think?
What Is Customer Opinion Good For?
Summing Up Customer inputs to the product development process count, but in different ways and at different times, according to many responding to this month's column. As Alexander Gat put it, competing... View Details
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- 12 Jan 2017
- News
Personalizing Women’s Path to Success
child-rearing hiatus. Lisa Skeete Tatum (MBA 1998) has designed what she calls the ideal “playbook” for those situations, and more, with Landit, a technology startup that offers personal brand View Details
Keywords: Jill Radsken
- 01 Oct 2000
- News
Edward D. Bullard: The Personal Touch
grandfather invented the first hard hat -- crafted from canvas and glue -- and his father ran the company until his death in 1971. During Jed Bullard's 25-year tenure at E.D. Bullard, the company has grown... View Details
Keywords: Susan Young