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- All HBS Web
(2,566)
- People (2)
- News (547)
- Research (1,693)
- Events (3)
- Multimedia (9)
- Faculty Publications (947)
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- August 1995 (Revised January 1997)
- Exercise
Consumer Behavior Exercise (E)
By: John A. Deighton and Susan M. Fournier
Students are instructed to interview a recent purchaser of a high-involvement product or service in depth about his/her ownership and usage experiences. The exercise provides students with first-hand understanding of important concepts in consumption domain (e.g.,... View Details
Keywords: Consumer Behavior
Deighton, John A., and Susan M. Fournier. "Consumer Behavior Exercise (E)." Harvard Business School Exercise 596-043, August 1995. (Revised January 1997.)
- February 2016 (Revised May 2016)
- Case
Dinr: My First Start-up (A)
By: Shikhar Ghosh and Kristina Maslauskaite
In May 2012, a young employee at Google's London office, Markus Berger, was thinking whether he should quit his job and go after his dream of becoming an entrepreneur. Berger's idea was to create Dinr, a company that would offer an upscale food ingredient delivery... View Details
Keywords: Exit Strategy; Startup; Start-up; Business Exit or Shutdown; Business Startups; Entrepreneurship; Food
Ghosh, Shikhar, and Kristina Maslauskaite. "Dinr: My First Start-up (A)." Harvard Business School Case 816-080, February 2016. (Revised May 2016.)
- September 1999 (Revised October 2000)
- Case
Eggrock Partners, LLC (A)
By: Thomas J. DeLong, Myra M. Hart and Sharon Peyus
Explores the challenges of choosing how to grow a professional services firm (PSF). Before developing a growth strategy, the partners need to agree on what business(es) the company should be in. Each of the three partners has differing views of what the company should... View Details
Keywords: Entrepreneurship; Business or Company Management; Growth and Development Strategy; Business Model; Expansion; Business Processes; Industry Structures; Customer Focus and Relationships; Employees; Partners and Partnerships; Service Industry
DeLong, Thomas J., Myra M. Hart, and Sharon Peyus. "Eggrock Partners, LLC (A)." Harvard Business School Case 800-047, September 1999. (Revised October 2000.)
- 05 Jul 2021
- What Do You Think?
Do Companies Really Need Chief Experience Officers to Know Their Customers?
The Pinto was the last vehicle for rent. I had hoped to sneak into the lot unseen. Unfortunately, the GM customer service team, for whom I was an outside consultant, spotted me as I entered the lot. The... View Details
Keywords: by James Heskett
- April 2008 (Revised October 2008)
- Case
TD Canada Trust (A): The Green and the Red
By: Dennis Campbell and Brent Kazan
The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada
Campbell, Dennis, and Brent Kazan. "TD Canada Trust (A): The Green and the Red." Harvard Business School Case 108-005, April 2008. (Revised October 2008.)
- March 2021
- Article
Last Place Aversion in Queues
By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details
Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
- August 1995 (Revised January 1997)
- Exercise
Consumer Behavior Exercise (F)
By: John A. Deighton and Susan M. Fournier
Students are instructed to interview a recent purchaser of a high-involvement/ego-expressive product or service in depth about his/her ownership and usage experiences. The exercise provides students with first-hand understanding of important concepts in consumption... View Details
Keywords: Consumer Behavior
Deighton, John A., and Susan M. Fournier. "Consumer Behavior Exercise (F)." Harvard Business School Exercise 596-044, August 1995. (Revised January 1997.)
- August 1995 (Revised January 1997)
- Exercise
Consumer Behavior Exercise (D)
By: John A. Deighton and Susan M. Fournier
Students are instructed to interview a recent purchaser of a low-involvement product or service in depth about his/her ownership and usage experiences. The exercise provides students with first-hand understanding of important concepts in consumption domain (e.g.,... View Details
Keywords: Consumer Behavior
Deighton, John A., and Susan M. Fournier. "Consumer Behavior Exercise (D)." Harvard Business School Exercise 596-042, August 1995. (Revised January 1997.)
- November 2021 (Revised December 2024)
- Case
Kermit PPI
By: Kyle Myers, Matt Grennan and Sarah Mehta
Launched in 2011, Kermit PPI helped hospitals save money on expensive orthopedic implants and devices by enabling them to renegotiate their contracts with device manufacturers and better monitor compliance. In 2021, as they look to grow, they are entertaining two... View Details
Keywords: Health; Health Care and Treatment; Strategy; Expansion; Information Technology; Applications and Software; Supply Chain; Supply Chain Management; Contracts; Health Industry; Technology Industry; Medical Devices and Supplies Industry; United States; Maryland
Myers, Kyle, Matt Grennan, and Sarah Mehta. "Kermit PPI." Harvard Business School Case 622-007, November 2021. (Revised December 2024.)
- February 1995 (Revised June 1999)
- Case
Chemical Bank: Implementing the Balanced Scorecard
By: Robert S. Kaplan and Norman Klein
The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business. It wishes to implement a new strategy to become a preferred financial service provider to target customer groups.... View Details
Keywords: Balanced Scorecard; Adoption; Growth and Development Strategy; Communication Strategy; Customer Relationship Management; Management Systems; Performance Evaluation; Banks and Banking; Measurement and Metrics; Banking Industry
Kaplan, Robert S., and Norman Klein. "Chemical Bank: Implementing the Balanced Scorecard." Harvard Business School Case 195-210, February 1995. (Revised June 1999.)
- November 1990 (Revised June 1991)
- Case
American Airlines (A): Strategy in the 1990s
By: Jay W. Lorsch and Gary W. Loveman
American Airlines is pursuing a growth strategy through international and domestic route expansion. At the same time, the airline is working hard to cut costs while trying to provide the best customer service possible. Is this strategy achievable given the recent surge... View Details
Keywords: Expansion; Air Transportation; Cost Management; Customer Focus and Relationships; Growth and Development Strategy; Air Transportation Industry; United States
Lorsch, Jay W., and Gary W. Loveman. "American Airlines (A): Strategy in the 1990s." Harvard Business School Case 491-044, November 1990. (Revised June 1991.)
- 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
- February–March 2013
- Article
The Mobile Banking and Payment Revolution
By: Sunil Gupta
Mobile technology is revolutionizing the global banking and payment industry. It offers new opportunities for banks to provide added convenience to their existing customers in developed countries and reach a large population of unbanked customers in emerging markets.... View Details
Keywords: Emerging Markets; Cross-Cultural and Cross-Border Issues; Mobile and Wireless Technology; Banks and Banking; Banking Industry
Gupta, Sunil. "The Mobile Banking and Payment Revolution." European Financial Review (February–March 2013), 3–6.
- February 2013 (Revised February 2017)
- Case
Iz-Lynn Chan at Far East Organization
By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert
Iz-Lynn Chan, assistant director of retail business group and service quality and vice president of Far East retail consultancy for Far East Organization, a private real estate developer group in Singapore, raises service standards in the company's hospitality... View Details
Keywords: Hospitality; Organizational Change And Transformation; Leadership; Leading Change; Change Management; Service Industry; Singapore
Hill, Linda A., Anthony J. Mayo, and Dana M. Teppert. "Iz-Lynn Chan at Far East Organization." Harvard Business School Case 413-060, February 2013. (Revised February 2017.)
- 02 Sep 2015
- What Do You Think?
What's Wrong With Amazon’s Low-Retention HR Strategy?
service for customers and long-term profits to patient investors but disappointment for some people who have gone to work there. (In parlance that my co-authors and I used in a recent book that discusses... View Details
- March 2011
- Case
Cash Flow Productivity at PepsiCo: Communicating Value to Retailers
PepsiCo developed a new metric that better measured the value added by Pepsi products than did gross margin, the traditional metric used by retailers to determine shelf space and promotional activity. The new metric, cash flow productivity, captured the value of... View Details
Keywords: Customer Relationship Management; Cash Flow; Measurement and Metrics; Distribution; Performance Productivity; Value Creation; Food and Beverage Industry; Retail Industry
Martinez Jerez, F. Asis, and Lisa Brem. "Cash Flow Productivity at PepsiCo: Communicating Value to Retailers." Harvard Business School Case 111-069, March 2011.
- April 2025
- Case
Thrivent: From Insurance Agents to Financial Advisors
By: Hubert Joly, Leonard A. Schlesinger and Tom Quinn
Thrivent, a midwestern financial services company with a centuries-long history rooted in Lutheranism, had reached $10 billion in revenue mostly by selling life insurance. In the 2020s, however, CEO Terry Rasmussen began a transformation process centered around the... View Details
Keywords: Change Management; Transformation; Talent and Talent Management; Customer Focus and Relationships; Customer Value and Value Chain; Forecasting and Prediction; Employee Relationship Management; Retention; Selection and Staffing; Job Design and Levels; Human Capital; Leading Change; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Financial Services Industry; Financial Services Industry; United States; Minneapolis
- Article
Know Your Customers' 'Jobs to Be Done'
By: Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan
Firms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors, product developers focus too much on building customer profiles and looking for correlations in data. To create... View Details
Keywords: Customer Relationship Management
Christensen, Clayton M., Taddy Hall, Karen Dillon, and David S. Duncan. "Know Your Customers' 'Jobs to Be Done'." Harvard Business Review 94, no. 9 (September 2016): 54–62.
- March 1992
- Case
Merv Griffin's Resorts
Discusses a management team that used computer-based information to micro market and provide superior products and service in a highly competitive market. The company is a leading firm in the gaming industry, and their extensive internal systems allowed them to track... View Details
Sviokla, John J. "Merv Griffin's Resorts." Harvard Business School Case 192-105, March 1992.
- December 1980 (Revised March 1991)
- Case
Sof-Optics, Inc. (A)
The marketing director of a fast-growing firm must make some decisions about the customer service department. The volume in the department has been rising steadily, eye doctors are waiting longer for orders to be filled, and morale in the department is slipping. With... View Details
Keywords: Marketing Strategy; Customer Focus and Relationships; Medical Devices and Supplies Industry
Jaikumar, Ramchandran. "Sof-Optics, Inc. (A)." Harvard Business School Case 681-052, December 1980. (Revised March 1991.)