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  • Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati
Keywords: Organizations; Customer Focus and Relationships
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  • Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati
Keywords: Organizations; Customer Focus and Relationships
Related
  • Research Summary

Building Small Business Utopia: How Artificial Intelligence and Big Data Can Increase Small Business Success

By: Karen Mills
Small business lending has remained unchanged for decades, laden with frictions and barriers that prevent many small businesses from accessing the capital they need to succeed. Financial technology, or “fintech,” promises to change this trajectory. In 2010, new fintech... View Details
  • Research Summary

Business History

By: Walter A. Friedman
Walter Friedman serves as co-editor of Business History Review. He has a special interest in the history of marketing and personal selling, and is author of Birth of a Salesman: The Transformation of Selling in America (Harvard, 2004). He is also interested in the... View Details
  • Article

Buying (Quality) Time Predicts Relationship Satisfaction

By: A.V. Whillans, Jessie Pow and Joe J. Gladstone
Seven studies examine the association between time-saving purchases (e.g., housecleaning and meal delivery services) and relationship satisfaction. Study 1 uses an eleven-year longitudinal panel survey to show that increases in time-saving purchases predict long-term... View Details
Keywords: Personal Finance; Family and Family Relationships; Satisfaction; Well-being
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  • Research Summary

Changing the World: Life Choices of Influential Leaders

By: Robert Simons

This project studies the life choices made by a variety of people who have left a lasting legacy. Using biographical data, we are examining the choices that high-impact individuals faced in their lives and the paths they chose to follow. The leaders we study come... View Details

Keywords: Leadership Style; Personal Characteristics; Work-life Balance; Entrepreneurship; Business Startups; Success
  • Forthcoming
  • Article

Collusion in Brokered Markets

By: John William Hatfield, Scott Duke Kominers and Richard Lowery
High commissions in the U.S. residential real estate agency market present a puzzle for economic theory because brokerage is not a concentrated industry. We model brokered markets as a game in which agents post prices for customers and then choose which other agents to... View Details
Keywords: Real Estate Agents; Real Estate; Realtors; Broker Networks; Brokerage; Brokerage Commissions; ＂Brokerage Industry; Brokered Markets; Brokering; Brokers; Industrial Organization; Repeated Game Framework; ＂Repeated Games＂; Collusion; Antitrust; Microeconomics; Market Design; Theory; Game Theory; Real Estate Industry
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  • Research Summary

Competitive Strategy

By: Michael E. Porter

Porter is engaged in a major new body of work on the theoretical foundations of competitive positioning and the underpinnings of sustainable competitive advantage. This research highlights the distinction between positioning and operational effectiveness; the... View Details

  • Research Summary

Consumer-Brand Relationships and CRM

By: Jill J. Avery
This highly pragmatic stream investigates the contemporary practice of customer relationship management (CRM) by exploring the phenomenological, lived experience of consumers' relationships with brands.  Using a contracting theory lens supplemented with knowledge of... View Details
  • Research Summary

Control in Inter-organizational Settings

By: V.G. Narayanan
Professor Narayanan is studying how franchise owners use measurement tools such as the Balanced Scorecard and mystery shopper survyes to mitigate incentive and information frictions that arise between franchisors and franchisees. He is also studying control issues that... View Details
  • Teaching Interest

Crossover into Business (for Professional Athletes)

By: Anita Elberse
Designed to help professional athletes be better prepared for business activities during and after their active sports careers, this program matches each athlete with a pair of student mentors so athletes can learn business fundamentals in a customized and flexible... View Details
  • Research Summary

Current Research

By: Leslie K. John

Professor John is a behavioral scientist who uses both laboratory and field experiments to investigate questions that are at the intersection of marketing, organizational behavior, and public policy.

Professor John’s work has been published in leading... View Details

  • Research Summary

Customer Experience Design

By: Stefan H. Thomke
Please contact Professor Thomke for the most current description of his research on simulation and R&D performance and/or copies of research articles (published and working papers). View Details
  • Research Summary

Customer Management in Business-to-Business Markets

By: Das Narayandas

Das Narayandas is engaged in ongoing research on vendor firms' management of long-term customer relationships. The initial phase of his research involved identifying vendors that stood to benefit from long-term relationships with select sets of customers and... View Details

  • Research Summary

Customer-Centricity as a Vehicle for Organic Growth

By: Ranjay Gulati
This body of work examines the mechanics of how firms grow profitably in commoditizing markets. Underlying the "customer-centricity" that many firms embrace today is a factor that will determine their success with this effort: enabling collaboration across... View Details
  • Teaching Interest

Decision Making Under Uncertainty

By: David E. Bell

Many of the decisions we face are made complicated by having uncertain consequences: how should I set my inventory when I don’t know what demand will be, should I refinance my mortgage when rates might go lower, how big a bet shall I make in a new business, and so... View Details

  • Research Summary

Design Driven Innovation

By: Roberto Verganti

Firms, managers and scholars have often balanced between two approaches to innovation: user centered (where incremental innovation is pulled by the market) and technology push (where innovation comes from breakthrough development in technologies). However there is a... View Details

  • Research Summary

Designing Productive Zones of Privacy

By: Ethan S. Bernstein

A common theme that integrates my research and course development is how increasingly transparent workplaces can improve productivity and performance by putting up certain boundaries to observation. While the research above empirically and theoretically explores the... View Details

Keywords: Transparency; Privacy; Field Experiments; Design; Organizational Design; Performance
  • Teaching Interest

Developing Yourself as a Leader

By: Ethan S. Bernstein
This course is an online leadership development program for the next generation of leaders (high-potential emerging leaders with rougly 7-15 years of work experience). Over 12 dynamic, high-impact weeks, a cohort of emerging leaders from around the globe engages... View Details
Keywords: Leadership; Leadership Development And Career Planning; Self-assessment; Self-awareness; Design Thinking; Communication; Career Advancement; Leadership Development; Personal Development and Career
  • Teaching Interest

Digital Innovation and Transformation – MBA Elective Curriculum

By: Feng Zhu
 

Digital Innovation and Transformation is designed to equip students to confidently help conceive, lead and execute digital innovation initiatives and develop new business models for existing and insurgent organizations. The basic premise of the course... View Details

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