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    Juan Alcacer

    Juan Alcacer is the James J. Hill Professor of Business Administration at Harvard Business School. He joined HBS in 2007 and has taught the required MBA strategy course, an elective on Global Strategy and PhD courses in Strategy and International Business. Within... View Details

    Keywords: consulting; management consulting; telecommunications
    • 2007
    • Working Paper

    Mental Accounting and Small Windfalls: Evidence from an Online Grocer

    By: Katherine L. Milkman, John Beshears, Todd Rogers and Max H. Bazerman
    We study the effect of small windfalls on consumer spending decisions by examining the purchasing behavior of a sample of online grocery shoppers over the course of a year. We compare the purchases customers make when redeeming a $10-off coupon they received from their... View Details
    Keywords: Spending; Consumer Behavior; Mathematical Methods; Food and Beverage Industry; Retail Industry
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    • February 2005 (Revised March 2013)
    • Case

    Phase Zero: Introducing New Services at IDEO (A)

    By: Amy C. Edmondson and Laura Feldman
    Focuses on whether world-renowned product design firm IDEO's new customer service fits with the firm's strategic position and organization capabilities. Over the course of IDEO's 13-year history, an increasing share of revenues are a result of "Phase 0"... View Details
    Keywords: Strategy; Service Operations; Product Design; Infrastructure; Customer Focus and Relationships; Innovation and Invention; Service Industry; Boston; United States
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    • 14 Jun 2023
    • Research & Ideas

    Four Steps to Building the Psychological Safety That High-Performing Teams Need

    it isn’t. But learning behaviors are usually discretionary, somewhat effortful, and potentially embarrassing. They bring interpersonal risk. Saying, ‘I need help. I’m not sure what to do here,’ is a learning behavior,’” Edmondson... View Details
    Keywords: by Kara Baskin
    • September – October 2011
    • Article

    Manage the Culture Cycle

    By: James L. Heskett
    Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating... View Details
    Keywords: Organizational Culture; Value; Behavior; Retention; Customer Focus and Relationships; Change Management; Learning; Innovation and Invention; Labor
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    • February 2021
    • Background Note

    Jobs to Be Done: A Toolbox

    By: Derek C. M. van Bever, Bob Moesta, Iuliana Mogosanu, Shaye Roseman and Katie Zandbergen
    The Jobs to Be Done methodology is both a theory and a practical approach for understanding customer behavior and why people make the choices they make. Many practitioners, whether they work for startups or incumbent businesses, find Jobs to Be Done useful because it... View Details
    Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Knowledge Acquisition; Attitudes; Perception; Theory; Behavior; Customer Relationship Management
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    • July–August 2023
    • Article

    What Smart Companies Know About Integrating AI

    By: Silvio Palumbo and David Edelman
    AI has the power to gather, analyze, and utilize enormous volumes of individual customer data to achieve precision and scale in personalization. The experiences of Mercury Financial, CVS Health, and Starbucks debunk the prevailing notion that extracting value from AI... View Details
    Keywords: AI and Machine Learning; Customization and Personalization; Integration; Technology Adoption
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      Tiona W. Zuzul

      Tiona Zuzul is an Associate Professor in the Strategy Unit. She teaches the MBA elective Making Difficult Decisions, a PhD seminar in Strategy Research Development, and contributes to various executive education programs. Professor Zuzul studies how leaders’... View Details

      • 14 Feb 2011
      • Research & Ideas

      Clay Christensen’s Milkshake Marketing

      price, or dividing the customer base into target demographics, such as age, gender, education, or income level. Unfortunately, neither way works very well, according to Harvard Business School professor Clayton Christensen, who notes that... View Details
      Keywords: by Carmen Nobel; Retail; Service; Consumer Products; Food & Beverage

        John T. Gourville

        John Gourville is the Albert J. Weatherhead, Jr. Professor of Business Administration at the Harvard Business School.  He joined the HBS Marketing Unit in 1995 after receiving his Ph.D. at the University of Chicago in marketing and behavioral research.  His most... View Details

        Keywords: agribusiness; biotechnology; consumer products; health care; high technology; medical supplies; pharmaceuticals; retailing
        • 2016
        • Working Paper

        The Impact of Patent Wars on Firm Strategy: Evidence from the Global Smartphone Market

        By: Feng Zhu
        Strategy scholars have documented in various empirical settings that firms seek and leverage stronger institutions to mitigate hazards and gain competitive advantage. In this paper, we argue that such “institution-seeking” behavior may not be confined to the pursuit of... View Details
        Keywords: Patent Wars; Patent Litigation; Intellectual Property (IP) Enforcement; Institutions; Smartphone; Patent Thicket; Digital Platforms; Patents; Lawsuits and Litigation; Globalized Markets and Industries; Business Strategy; Telecommunications Industry
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        • Article

        When Talk Is "Free": The Effect of Tariff Structure on Usage Under Two- and Three-Part Tariffs

        By: Eva Ascarza, Anja Lambrecht and Naufel Vilcassim
        In many service industries, firms introduce three-part tariffs to replace or complement existing two-part tariffs. In contrast with two-part tariffs, three-part tariffs offer allowances, or “free” units of the service. Behavioral research suggests that the attributes... View Details
        Keywords: Pricing; Nonlinear Pricing; Discrete/continuous Choice Model; Three-part Tariffs; Free Products; Price; Consumer Behavior; Analysis; Learning; Risk and Uncertainty
        Related
        • 10 Nov 2010
        • News

        Harvard Business School Introduces Program To Help Leaders Drive More Profitable Growth

          John Beshears

          John Beshears is the Albert J. Weatherhead Jr. Professor of Business Administration in the Negotiation, Organizations & Markets Unit, teaching the second-year MBA course "Negotiation." He is also a research associate at the National Bureau of Economic Research.... View Details

          • October 2008 (Revised March 2011)
          • Case

          Curled Metal Inc.—Engineered Products Division

          By: Benson P. Shapiro and Frank V. Cespedes
          Curled Metal Incorporated has declining sales but has developed a new product (curled metal pile driver pads) that, in field tests, deliver customer benefits that are many times CMI's manufacturing costs. Joseph Fernandez and Rajiv Sanwal of CMI's Engineered Products... View Details
          Keywords: Price; Product Launch; Product Positioning; Business Strategy
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            Emily Truelove

            Emily Truelove is an Assistant Professor of Business Administration in the Organizational Behavior Unit at Harvard Business School. She teaches LEAD in the MBA program. She also teaches in executive education programs, including Leadership for Senior Executives,... View Details

            • 15 Oct 2012
            • News

            Pay-as-You-Drive Insurance: Big Brother Needs a Makeover

            • November–December 2016
            • Article

            The Impact of Patent Wars on Firm Strategy: Evidence from the Global Smartphone Industry

            By: Yongwook Paik and Feng Zhu
            Strategy scholars have documented in various empirical settings that firms seek and leverage stronger institutions to mitigate hazards and gain competitive advantage. In this paper, we argue that such “institution-seeking” behavior may not be confined to the pursuit of... View Details
            Keywords: Patent Wars; Patent Litigation; Intellectual Property (IP) Enforcement; Institutions; Patent Thicket; Smartphone; Patents; Corporate Strategy; Mobile Technology
            Related
            • Research Summary

            Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

            By: W. Earl Sasser

            Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

            • August 2002 (Revised February 2005)
            • Case

            Gillette Company (D): Implementing Change

            By: Rosabeth M. Kanter
            How a strategic change agenda is implemented depends on leaders below the top in every function and geographic region translating the agenda into actions. But those actions do not always unfold as planned. This case examines the first 16 months of a turnaround from the... View Details
            Keywords: Business History; Competitive Strategy; Strategic Planning; Change Management; Organizational Design; Organizational Culture; Organizational Change and Adaptation; Behavior; Leading Change; Retail Industry
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