Exceeding Consumer Expectations - Publications - Faculty & Research

28 Jan 2013
Research & Ideas

Helping Yelp Create More Accurate Reviews

Each week, millions of consumers visit crowd-sourced review websites in search of recommendations for everything from taco stands to car dealers. Among the influential leaders in the field is Yelp.com, which in the third quarter of 2012... View Details

Keywords: by Kim Girard; Food & Beverage

31 May 2023
Research & Ideas

With Predictive Analytics, Companies Can Tap the Ultimate Opportunity: Customers’ Routines

haven’t made a service part of their routines, the authors find. These findings come as companies such as Procter & Gamble, Adidas, and McDonald’s are trying to collect more consumer data to hone their marketing messages. With... View Details

Keywords: by Rachel Layne; Transportation

10 Nov 2008
What Do You Think?

How Much Can You Ask of Your Customers?

the biggest challenges for organizations are to have the necessary competencies and resources to act upon inputs." Sowmia Gopinathan echoed this comment: " (the) downside is only where expectations of the customers are made high... View Details

Keywords: by Jim Heskett

08 Jan 2007
What Do You Think?

Neuro Economics: Science or Science Fiction?

risk and return are assessed in different parts of the brain, thereby questioning theories regarding expected utility on which a great deal of decision theory has been based up to now. Thus, according to this research, different qualities... View Details

Keywords: by Jim Heskett

2016
Working Paper

The Impact of Supplier Inventory Service Level on Retailer Demand

By: Nathan Craig, Nicole DeHoratius and Ananth Raman

To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier's service level on demand from... View Details

Keywords: Customer Satisfaction; Forecasting and Prediction; Learning; Consumer Behavior; Service Delivery; Performance Expectations; Apparel and Accessories Industry; Service Industry

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16 Jun 2003
Research & Ideas

Peeling Back the Global Brand

vary. A missing dimension to the global versus local debate is that global corporate brands compete with other global brands, said Holt. Consumers usually evaluate transnational brands through five different lenses, he said: Perceived... View Details

Keywords: by Martha Lagace; Consumer Products; Consumer Products

06 May 2002
Research & Ideas

A Toolkit for Customer Innovation

product, BBA and the client could go back and forth for several more iterations. This represents a huge problem because clients often expect BBA to get the flavor right the first time, or within two or three iterations. To make matters... View Details

Keywords: by Stefan Thomke & Eric Von Hippel

29 Oct 2000
Research & Ideas

Building a Powerful Prestige Brand

started their business, their product line enjoyed little consumer awareness outside New York City. But the couple was determined to build a large market for premium cosmetics. One of the earliest and most important decisions that the... View Details

Keywords: by Nancy F. Koehn; Consumer Products; Consumer Products; Consumer Products

29 Jun 2015
HBS Case

Consumer-centered Health Care Depends on Accessible Medical Records

deliver this extra-added value service." Electronic Health Records Promoted In 2014, health care spending in the United States exceeded $3 trillion and was expected to reach $4.5 trillion by 2020. To... View Details

Keywords: by Dina Gerdeman; Health; Technology

16 Feb 2004
Research & Ideas

Marketing Wine to the World

industry. Buyer power appears to be higher in the Old World. Consumers are more sophisticated and somewhat more price sensitive in the Old World than in the New World. More sales occur through supermarkets and other off-premise locations... View Details

Keywords: by Manda Salls; Consumer Products; Consumer Products; Consumer Products

23 Mar 2020
Research & Ideas

Product Disasters Can Be Fertile Ground for Innovation

technological complexity only magnifies the challenge. Many companies, meanwhile, are apt to see investment in safety as the cost of fulfilling regulatory requirements or protecting against lawsuits, rather than as an opportunity to include features for which View Details

Keywords: by Michael Blanding; Health; Medical Devices & Supplies

09 Jun 2014
Research & Ideas

The Manager in Red Sneakers

clothes rather than an elegant outfit to a luxury boutique, or wearing sneakers to a professional event. In The Red Sneakers Effect: Inferring Status and Competence from Signals of Nonconformity—an article appearing in the June 2014 Journal of View Details

Keywords: by Dina Gerdeman; Consumer Products; Consumer Products; Consumer Products

24 Feb 2014
Research & Ideas

Busting Six Myths About Customer Loyalty Programs

There are three ways to differentiate in retailing: location, location, and location. The problem is that as markets mature, location becomes less potent as a competitive advantage because the consumer has a growing abundance of... View Details

Keywords: by Marcel Corstjens & Rajiv Lal; Consumer Products; Consumer Products

05 Jun 2000
What Do You Think?

What’s Happening to Our Patience?

all of the people waiting ahead of them in line. So Disney entertains its waiting guests, tells guests what to expect (almost always exceeding such expectation to create the... View Details

Keywords: by James Heskett

19 May 2020
Research & Ideas

Why Privacy Protection Notices Turn Off Shoppers

By now, it’s an expected right-of-passage. As you enter credit card information for an online purchase, up pops two familiar words: “Privacy Notice.” Does seeing those words make you more confident about the transaction, knowing that the... View Details

Keywords: by Michael Blanding; Retail

17 Feb 2003
Research & Ideas

Rating Fund Managers by the Company They Keep

have tried to make use of knowledge about the stocks a given fund holds. What is unique in our work is that in rating each fund, we look at the overlap between that fund's holdings and the holdings of every other fund. We expect a fund to... View Details

Keywords: by Ann Cullen

12 Sep 2012
Research & Ideas

The Unexpected Link Between Cadavers and Careers

actually might drive behaviors like we're seeing here," Anteby says. "Occupations are powerful groups. And to me that's the most interesting implication of [this study]. Here's a weird instance—whole body donations-—where we would never View Details

Keywords: by Carmen Nobel; Education; Health

01 Nov 2011
First Look

First Look: Nov. 1

repatriated earnings from foreign affiliates exceeded net capital investments by $1.1 trillion in 2010 dollars; and from 1950 to 2010, repatriated earnings and net interest from foreign affiliates exceeded... View Details

Keywords: Sean Silverthorne

02 Apr 2012
Research & Ideas

Do Online Dating Platforms Help Those Who Need Them Most?

men who view most profiles are least likely to message." Piskorski said. "These results show that people who expect rejection may simply refrain from writing, unless the site gives them an encouragement to do so." The... View Details

Keywords: by Carmen Nobel; Technology

23 Sep 2014
First Look

First Look: September 23

for ideal pay ratios. Moreover, data from 16 countries reveals that people dramatically underestimate actual pay inequality. In the United States-where underestimation was particularly pronounced-the actual pay ratio of CEOs to unskilled workers (354:1) far View Details