financial markets - Publications - Faculty & Research

Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei

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

Citation

Find at Harvard

September 2010 (Revised August 2013)
Case

Liza Davis and the Bargain Hunting Customer

By: Francisco de Asis Martinez-Jerez and Lisa Brem

Liza Davis, an upscale women's fashion retailer, is reeling from worldwide recession and lower demand. Should the company target the fast-growing bargain hunter segment or hold the line on price discounts to preserve their brand image? Customer profitability... View Details

Keywords: Competitive Strategy; Price; Product Positioning; Customer Value and Value Chain; Business Cycles; Financial Crisis; Profit; Knowledge Use and Leverage; Fashion Industry; Retail Industry

Citation

Educators

Purchase

31 Jan 2017
Research & Ideas

The Dow at 20,000: What's That All About?

remember the subsequent bull market and how badly it ended in the fall of 2008 after the whole financial system almost collapsed. I don’t have a crystal ball, but as I’ve said, current valuations of the big... View Details

Keywords: by Jim Aisner

08 Sep 2010
First Look

First Look: September 8, 2010

adult decision maker. Finally, we list a set of open questions that could be profitably addressed by future research. Social Preferences and Strategic Uncertainty: An Experiment on Markets and Contracts Authors:Marco Piovesan, Antonio... View Details

Keywords: Sean Silverthorne

23 Jun 2020
News

Bridging Nigeria's Infrastructure Gap

Keywords: finance; energy; Nigeria; Funds, Trusts, and Other Financial Vehicles; Funds, Trusts, and Other Financial Vehicles

01 Mar 2004
News

Ron Shaich’s Café Society

Ron Shaich (MBA 1978) is cofounder, chairman, and CEO of Panera Bread, the fast-growing bakery-café chain with over six hundred locations in mostly suburban markets across the United States. Panera’s ability to deliver high-quality food... View Details

Keywords: Susan Young; Food Services and Drinking Places; Hospitality

20 May 2014
First Look

First Look: May 20

Corporate and Integrated Reporting: A Functional Perspective By: Eccles, Robert G., and George Serafeim Abstract—In this paper, we present the two primary functions of corporate reporting (information and transformation) and why currently isolated View Details

Keywords: Sean Silverthorne

15 Dec 2024
News

After Ozempic

Back before Ozempic, when Kate Mulroney (MBA 1984) spoke at technical conferences about her work at Novo Nordisk, people often assumed she was talking about Novartis. “I’d have to explain that’s a Swiss company; we’re Danish,” says Mulroney, now head of advanced... View Details

Keywords: Jen McFarland Flint; Illustrations by Pete Ryan; Ambulatory Health Care Services; Health, Social Assistance

Profile

Monica Dodi

As a cofounder and managing director of the Women’s Venture Capital Fund (WVCF), Monica Dodi (MBA 1984) backs female-led, early-stage ventures in digital media and sustainable products and services. Dodi says these emerging consumer View Details

Keywords: Financial Services; Financial Services; Financial Services

15 Feb 2000
Research & Ideas

Growing Pains: Prescriptions for U.S. Health Care

gravely ill, HBS professor Clayton Christensen finds its prognosis encouraging. These symptoms, he says, merely reflect inefficient delivery systems that market forces have already begun to reshape. Christensen's optimistic outlook stems... View Details

Keywords: by Staff; Health

18 Jul 2006
First Look

First Look: July 18, 2006

than $100 million. These transactions are large enough to require the help of a financial adviser and attract both strategic and financial bidders. The sale process described is that of a private auction,... View Details

Keywords: Sean Silverthorne

17 Jan 2020
Blog Post

Going the Distance for Investment Excellence

Speaking to Sean Cameron (MBA 2010) is a bit like having a spirited dialogue with a tenured HBS professor. His financial vernacular spilling over into conversation like a textbook; his knowledge of and passion for macroeconomics,... View Details

01 May 2018
First Look

First Look at New Research and Ideas, May 1, 2018

Christopher Stanton Abstract—Wage rigidity creates real and financial frictions, though the real-world drivers of rigidities remain largely unstudied. We use staggered commission reductions at a sales firm to estimate effects on worker... View Details

Keywords: Sean Silverthorne

04 Mar 2002
Research & Ideas

Don’t Lose Money With Customers

Investors diligently manage financial portfolios to maximize returns on their assets; yet corporate managers who invariably proclaim their business customers to be "valuable assets" rarely manage their relationships with them... View Details

Keywords: by Peter K. Jacobs

November 2008
Journal Article

Can Research Committees Add Value for Investors? An Analysis of Lehman Brothers' Ten Uncommon Values® Recommendations

By: Boris Groysberg, Paul M. Healy and Yang Gui

Since 1949 Lehman Brothers has used an investment committee to select the top ten recommendations made by its analysts each year. We examine the performance of this committee's recommendations and find that on average its selections generated abnormal returns of 2.7%... View Details

Keywords: Forecasting and Prediction; Stocks; Financial Markets; Investment; Investment Return; Governing Rules, Regulations, and Reforms; Performance Expectations; Groups and Teams; Research; Value Creation

Citation

Find at Harvard

Purchase

06 Aug 2001
Research & Ideas

Go Global—or No? Can You Make the Case?

year; probably more," the group leader replied. "But cost is not so much the point here. If we don't make this move, we'll get killed by VisiDat—or some other competitor we don't even know about yet. Imagine if SAP introduced a similar product. With their... View Details

Keywords: by Walter Kuemmerle

22 Dec 2022
Blog Post

Climate Stories Episode #13: Democratizing Climate Returns - Nisha Desai (HBS 1997), Founder and CEO of Invest With Intention

With Intention. “We want consumers to sync what they are investing in with their financial assets, with education about decarbonization investment opportunities in their own homes and cars.” She continued, “My husband and I have been... View Details

Albert H. Gordon

Gordon, with the financial assistance of Stone and Webster, acquired the venerable investment firm in 1931 when it was on the brink of collapse. Gordon helped rebuild the firm by focusing on specific niche View Details

Keywords: Finance

01 Sep 2005
News

Taking Flight

calls, and range maps.” Meanwhile, Thayer and his primary partner at Gateway had decided to part ways, leading Thayer to sell his majority stake in the firm. The financial freedom allowed him to focus full-time on what was beginning to... View Details

Keywords: Julia Hanna; Finance; Publishing Industries (except Internet); Information; Sporting Goods, Hobby, Musical Instrument, and Book Stores; Retail Trade

February 1995 (Revised September 1995)
Case

The Bourland Companies

By: William J. Poorvu and John H. Vogel Jr.

Michael Bourland, the president of the Bourland Companies, needs to refinance two properties, an office building in southern New Hampshire and a retail property in Massachusetts. He is considering three alternatives: a renewal of a bank mini-perm, a 15-year mortgage... View Details

Keywords: Capital Markets; Property; Mortgages; Family Business; Financial Management; Family Ownership; Real Estate Industry; Massachusetts; North and Central America

Citation

Educators

Purchase