Publications

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November 2019
Article

Procedural Justice and the Risks of Consumer Voting

By: Tami Kim, Leslie John, Todd Rogers and Michael I. Norton

Firms are increasingly giving consumers the vote. Eight studies demonstrate that when firms empower consumers to vote, consumers infer a series of implicit promises—even in the absence of explicit promises. We identify three implicit promises to which consumers react... View Details

Keywords: Consumer Empowerment; Procedural Justice; Promises; Customer Relationship Management; Voting; Perception; Fairness; Risk Management

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18 Feb 2021
Blog Post

Use Baker Library to Build a Target List

on the advertised job market, creating a target list allows you to be proactive and focused on industries and functions that interest and excite you. Custom target lists Baker librarians can assist you in creating a View Details

30 Jul 2019
News

Turning Around Tesco

mantra to always put the customer first. Last year the company posted profits of nearly £1.7 billion; but the specter of Brexit instability looms large. “The thing about Brexit is it all depends on the detail” Lewis told the Daily Mail.... View Details

Keywords: Tesco; Food and Beverage Stores; Retail Trade

12 Sep 2018
News

Game-Changing Analytics

the NBA’s Philadelphia ’76ers benefit from the analytic approach and technology platform Gelman helped develop to build the Kraft organization’s enviable connection with New England Patriots’ fans. “We help organizations develop a holistic view of View Details

May 1982 (Revised April 1984)
Case

Consolidated Foods Corp. (A)

Top management at Consolidated Foods was concerned about consumer complaints and threatened boycotts, some relating to television and print ad content and others relating to sponsorship of television programs thought to portray excessive sex or violence. Describes the... View Details

Keywords: Customers; Marketing Communications; Crisis Management; Advertising

27 Jul 2019
Op-Ed

Does Facebook's Business Model Threaten Our Elections?

unconcerned. Engagement on various applications on the Facebook platform is up. Users appear comfortable with the trade they make to give up privileged information in exchange for a range of convenient and free services. Without a push by Facebook’s View Details

Keywords: by George Riedel

01 Sep 2008
News

Alumni Books

while witnessing the end of the studio system, the development of indepen-dent production, and the rise and fall of some of Hollywood’s most gifted (and notorious) cultural icons. Satisfied Customers Tell Three Friends, Angry View Details

Keywords: Publishing Industries (except Internet); Information; Management, Scientific, and Technical Consulting Services; Professional Services

01 Jun 2009
News

The Maestro and the Market

some 2 million hopeful diners vie to be one of the fifty customers he serves each evening for the six months that elBulli, his restaurant, is open. The world is beating a path to Chef Ferran Adrià’s door, but why? “Creativity comes first;... View Details

Keywords: Julia Hanna; Performing Arts, Spectator Sports, and Related Industries; Arts, Entertainment; Colleges, Universities, and Professional Schools; Educational Services; Food Services and Drinking Places; Hospitality

12 Jul 2019
News

The Birth of a Silicon Valley Blockbuster

companies that can afford to buy that—but there aren’t millions. And it’s very difficult to price discriminate on something which is a physical asset that you sell. Because if you’ve got effectively the exact same box that you’re selling to one View Details

June 2021
Case

Acelero Learning

By: Mario Small, Kathleen L. McGinn, Amy Klopfenstein and Katherine Chen

In November 2020, Henry Wilde, co-founder and CEO of Acelero, Inc., must decide whether to change his company’s program model for delivering early childhood education to low-income children. One of the only for-profit Head Start providers in the United States, Acelero... View Details

Keywords: Early Childhood Education; Organizational Change and Adaptation; Growth and Development Strategy; Adoption; Customer Focus and Relationships; Operations; Education Industry; North and Central America; United States

September 2020 (Revised June 2021)
Case

Gong: Resonating Conversational Insights

By: Alison Wood Brooks and Trevor Spelman

In 2015, Amit Bendov was struck by a realization about a new technology that might be able to transcribe musical notation in real-time, which eventually became known as Gong. Gong’s business proposition was simple: provide software that automatically captures,... View Details

Keywords: Applications and Software; Technological Innovation; Communication; Performance Effectiveness; Sales; Customer Satisfaction; Competitive Strategy

May 1999
Background Note

Note on Behavioral Pricing

By: John T. Gourville

The note introduces the behavioral or psychological aspects of consumer price acceptance. Begins by reviewing the traditional economic approach to product pricing and consumer price acceptance--namely, that consumers should be willing to purchase anytime a product's... View Details

Keywords: Customer Satisfaction; Decisions; Fairness; Price; Marketing Strategy; Behavior; Perspective; Public Opinion

2007
Article

Pharmacovigilance and the Missing Denominator: The Changing Context of Pharmaceutical Risk Mitigation

By: Arthur A. Daemmrich

In the wake of Vioxx, Avandia, and other recent prominent cases of drugs found to cause side effects after marketing, the safety of pharmaceuticals has come to the forefront of American public policy. Press attention, congressional investigations, and legislative... View Details

Keywords: Brands and Branding; Policy; Risk Management; Government Legislation; Risk and Uncertainty; Goals and Objectives; Customers; Pharmaceutical Industry; Health Industry; United States