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  • Article

The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
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  • 29 Oct 2008
  • Research & Ideas

The Next Marketing Challenge: Selling to ’Simplifiers’

experiences, not heavy goods for the home. The economic boom of the 1990s fuelled consumption and democratized access to a wider than ever spectrum of goods transforming former luxuries into "must-have" necessities. Millions played the... View Details
Keywords: by John Quelch; Retail; Consumer Products; Entertainment & Recreation
  • 18 Feb 2025
  • HBS Seminar

Andrey Simonov, Columbia University

  • May 2011
  • Article

The Wise Leader

By: Ikujiro Nonaka and Hirotaka Takeuchi
In an era of increasing discontinuity, wise leadership has nearly vanished. Many leaders find it difficult to reinvent their corporations rapidly enough to cope with new technologies, demographic shifts, and consumption trends. They can't develop truly global... View Details
Keywords: Communication Intention and Meaning; Interpersonal Communication; Experience and Expertise; Values and Beliefs; Knowledge Sharing; Knowledge Use and Leverage; Leadership; Leadership Development; Corporate Social Responsibility and Impact; Personal Characteristics; Power and Influence
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  • Web

Publications - Faculty & Research

; Satisfaction ; Work-Life Balance ; Happiness Citation Find at Harvard Read Now Related Perlow, Leslie A., Sari Mentser, and Salvatore J Affinito. "How the Busiest People Find Joy." Harvard Business Review (July–August 2025): 135–139. August 2025 Article Revenue... View Details
  • Web

Faculty & Research

strategies that will help you get more out of your free time: (1) Engage with others. Sharing experiences amplifies joy. (2) Avoid passive pursuits. The more time you spend on active ones, the more satisfied you’ll be with your life. (3)... View Details
  • 26 Oct 2010
  • Working Paper Summaries

When Does a Platform Create Value by Limiting Choice?

Keywords: by Ramon Casadesus-Masanell & Hanna W. Halaburda; Entertainment & Recreation; Technology
  • 07 Dec 2010
  • First Look

First Look: Dec. 7

should your employees be to helping each other? Are they sharing responsibility for your company's success? (7) What strategic uncertainties keep you awake at night? How are you riveting everyone's attention on those uncertainties? These... View Details
Keywords: Sean Silverthorne
  • 06 Dec 2016
  • First Look

December 6, 2016

importance to the American economic past and prompt enduring questions about the relationship of market freedom to human freedom. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51947 forthcoming Journal of Consumer Research Conspicuous View Details
Keywords: Sean Silverthorne
  • Web

Entrepreneurial Management - Faculty & Research

longtime workers will balk at learning these new skills and end up quitting, causing the company to lose hundreds of years of cumulative experience. The CEO is now unsure of how to proceed. August 2025 Article Revenue Collapses and the View Details
  • 01 Dec 2015
  • HBS Seminar

Nicola Lacetera, University of Toronto

  • 03 Mar 2008
  • Research & Ideas

Marketing Your Way Through a Recession

Must-have features of yesterday are today's can-live-withouts. Trusted brands are especially valued and they can still launch new products successfully, but interest in new brands and new categories fades. Conspicuous consumption becomes... View Details
Keywords: by John Quelch
  • 06 Sep 2016
  • First Look

September 6, 2016

Abstract—This article examines why organic agriculture and food consumption developed more strongly in some countries than others between the 1970s and the 2000s. The focus is the limited growth of the New Zealand organic sector, which... View Details
Keywords: Carmen Nobel
  • 28 Apr 2010
  • Research & Ideas

Earth Day Reflections

Below are the views that faculty shared with the HBS community on Earth Day. 1. Robert G. Eccles Senior Lecturer of Business Administration and author of One Report: Integrated Reporting for a Sustainable Strategy (This article, titled,... View Details
Keywords: by Staff
  • Web

Negotiation, Organizations & Markets - Faculty & Research

markets. In addition, members of the group share an abiding interest in the micro foundations of these phenomena. Our work is grounded in the power of strategic interaction to encourage individuals and organizations to create and sustain... View Details
  • 20 Sep 2016
  • First Look

September 20, 2016

https://www.hbs.edu/faculty/Pages/item.aspx?num=51619 forthcoming American Economic Journal: Applied Economics Racial Discrimination in the Sharing Economy: Evidence from a Field Experiment By: Edelman, Benjamin G., Michael Luca, and... View Details
Keywords: Sean Silverthorne
  • Research Summary

Overview

Professor Begenau’s research agenda is directed at better understanding how financial markets work and how they affect the real economy. She uses quantitative analysis to build both prescriptive and descriptive models concerning financial risk in banking, and she also... View Details
  • Web

Faculty & Research - Entrepreneurship

industry is moving from hardware to software in the form of smart, connected elevators. But instead of laying off lega... More Research August 2025 Article Revenue Collapses and the Consumption of Small Business Owners in the COVID-19... View Details
  • Web

Finance - Faculty & Research

mechanism that amplifies interest rate volatility. I find strong support for these predictions in the time series of US government bond returns. 2014 Working Paper Financial Repression in the European Sovereign Debt Crisis By: Bo Becker and Victoria Ivashina By the end... View Details
  • Web

Behavioral Finance & Financial Stability

of the three rounds of “stimulus checks” to U.S. taxpayers and the single round of direct payments to Hong Kong citizens. The first two rounds of U.S. checks appear to have increased retail buying and share prices of retail-dominated... View Details