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Show Results For
- All HBS Web
(2,681)
- News (511)
- Research (1,733)
- Events (11)
- Multimedia (2)
- Faculty Publications (813)
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- Article
Beyond Statistics: The Economic Content of Risk Scores
By: Liran Einav, Amy Finkelstein, Raymond Kluender and Paul Schrimpf
"Big data" and statistical techniques to score potential transactions have transformed insurance and credit markets. In this paper, we observe that these widely-used statistical scores summarize a much richer heterogeneity, and may be endogenous to the context in which... View Details
Einav, Liran, Amy Finkelstein, Raymond Kluender, and Paul Schrimpf. "Beyond Statistics: The Economic Content of Risk Scores." American Economic Journal: Applied Economics 8, no. 2 (April 2016): 195–224.
- 10 Nov 2008
- What Do You Think?
How Much Can You Ask of Your Customers?
referrals of new customers, ideas for new products or processes, or even help in the selection of its frontline employees. Of greater significance than satisfaction or even the willingness to recommend the organization to others, these "ownership" View Details
Keywords: by Jim Heskett
- January 2010 (Revised August 2011)
- Case
United Breaks Guitars
By: John A. Deighton and Leora Kornfeld
When social media propagate a complaint about poor customer service, an international media event ensues. How do viral videos spread and what can firms do about them? This case dissects an incident in which a disgruntled customer used YouTube and Twitter to spread a... View Details
Keywords: Communication Technology; Customer Satisfaction; Marketing Communications; Marketing Strategy; Consumer Behavior; Network Effects; Service Delivery; Social and Collaborative Networks; Internet; Air Transportation Industry
Deighton, John A., and Leora Kornfeld. "United Breaks Guitars." Harvard Business School Case 510-057, January 2010. (Revised August 2011.) (request a courtesy copy.)
- March 2013
- Case
Singapore Metals Limited
Singapore Metals Limited (SML) has declining sales but has developed a new product (curled metal pile driver pads) that, in field tests, delivers customer benefits that are many times SML's manufacturing costs. Jonathan Lee and Alex Tan of SML's Engineered Products... View Details
Keywords: Metals and Minerals; Marketing Strategy; Price; Business Strategy; Product Development; Manufacturing Industry; Consumer Products Industry; Singapore
Gourville, John T. "Singapore Metals Limited." Harvard Business School Case 513-097, March 2013.
- November 2011
- Article
Social Strategies That Work
By: Mikolaj Jan Piskorski
Although most companies have collected lots of friends and followers on social platforms such as Facebook, few have succeeded in generating profits there. That's because they merely port their digital strategies into social environments by broadcasting their commercial... View Details
Keywords: Social Platforms; Social Strategies; Social and Collaborative Networks; Customers; Relationships; Business Strategy; Profit
Piskorski, Mikolaj Jan. "Social Strategies That Work." Harvard Business Review 89, no. 11 (November 2011): 116–122.
- February 2025 (Revised February 2025)
- Case
Managing Complexity at mymuesli
By: Thomas Graeber and Stacy Straaberg
In April 2009, direct-to-consumer e-commerce muesli brand mymuesli faced a flood of customer questions. The breakfast cereal startup enabled users to order personalized muesli on its website by choosing from 75 organic ingredients for a total of 566 quadrillion... View Details
- 31 Mar 2010
- Working Paper Summaries
When Open Architecture Beats Closed: The Entrepreneurial Use of Architectural Knowledge
Keywords: by Carliss Y. Baldwin
- 26 Jul 2011
- First Look
First Look: July 26
PublicationsPolicy Bundling to Overcome Loss Aversion: A Method for Improving Legislative Outcomes Authors:Katherine L. Milkman, Mary Carol Mazza, Lisa L. Shu, Chia-Jung Tsay, and Max H. Bazerman Publication:Organizational Behavior and... View Details
Keywords: Sean Silverthorne
- May 2024 (Revised February 2025)
- Case
Lowe's: Improving the Total Home Strategy
By: Elie Ofek, K. Shelette Stewart and Alicia Dadlani
In 2023, Marvin Ellison, CEO of Lowe’s, contemplated enhancements to the company’s Total Home Strategy to accelerate performance and grow market share. In the last five years since becoming CEO, Ellison had championed a turnaround of the company, completing a... View Details
Keywords: Growth and Development Strategy; E-commerce; Competition; Brands and Branding; Business Strategy; Retail Industry; United States; North Carolina
Ofek, Elie, K. Shelette Stewart, and Alicia Dadlani. "Lowe's: Improving the Total Home Strategy." Harvard Business School Case 524-054, May 2024. (Revised February 2025.)
- 21 Jan 2014
- First Look
First Look: January 21
Publications August 2013 Journal of Economic Behavior & Organization Awards Unbundled: Evidence from a Natural Field Experiment By: Ashraf, Nava, Oriana Bandiera, and Scott Lee Abstract—Organizations often use non-monetary awards to... View Details
Keywords: Sean Silverthorne
- 26 Sep 2011
- HBS Case
HBS Cases: Lady Gaga
Elberse. "That was just three years ago, and now she is, by many measures, the biggest celebrity on the planet. Gaga is a marketing phenomenon." This fall, Elberse will teach a case on Lady Gaga's meteoric career in her popular second-year MBA course, View Details
- Article
Well Said: Why Articulating Your Strategy Can Set You Apart
By: Frank V. Cespedes
Senior finance managers now operate in an altered c-suite landscape. The executives reporting to the CEO have doubled in the past 30 years, mostly an increase in functional specialists, not general managers responsible for cross-functional integration. Three decades... View Details
- December 18, 2023
- Article
Are Everywhere Stores the New Face of Retail?
By: David R. Bell, Santiago Gallino and Antonio Moreno
Historically, customer engagement and product fulfillment occurred in the same place — a traditional retail store. But today, retailers are beginning to explore how they can create opportunities for customers to engage with products in native environments. A related... View Details
Keywords: Customer Focus and Relationships; Consumer Behavior; Distribution; Logistics; Retail Industry
Bell, David R., Santiago Gallino, and Antonio Moreno. "Are Everywhere Stores the New Face of Retail?" MIT Sloan Management Review (website) (December 18, 2023).
- 22 Dec 2008
- Research & Ideas
10 Reasons to Design a Better Corporate Culture
codified and enforced cultures enjoy great employee and customer loyalty, in large part because they are effective in either altering ineffective behaviors or disengaging from values-challenged employees in... View Details
- 18 Apr 2007
- HBS Case
How Magazine Luiza Courts the Poor
"Magazine Luiza: Building a Retail Model of 'Courting the Poor.'" "Magazine Luiza has made a business of targeting the bottom of the pyramid and is beloved as a company by employees and customers alike," Frei says.... View Details
- September 1999 (Revised February 2004)
- Case
Juice Guys (B)
By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (B)." Harvard Business School Case 800-123, September 1999. (Revised February 2004.)
- August 2018 (Revised April 2019)
- Case
Jackie Taylor: The Black Ensemble Theater
By: Steven Rogers and Dan Perkins
Jackie Taylor, an African American social entrepreneur, founded the Black Ensemble Theater in 1976. Since the ensemble’s inception, she has rented spaces where her group performed original musicals about black entertainers including Nina Simone, Etta James, and Marvin... View Details
Keywords: Theatre-company; Theatre Expansion; Theatre And Community; Black Theatre; Theater Entertainment; Buildings and Facilities; Strategic Planning; Decision Choices and Conditions; Entertainment and Recreation Industry; Chicago
Rogers, Steven, and Dan Perkins. "Jackie Taylor: The Black Ensemble Theater." Harvard Business School Case 319-013, August 2018. (Revised April 2019.)
- 31 Mar 2008
- HBS Case
JetBlue’s Valentine’s Day Crisis
and captured more of the market, with competitive fares, friendly service, and in the case of JetBlue, leather seats with television. Founded in 1999, JetBlue has seen rapid growth and frequently tops annual customer surveys of their... View Details
- 01 Oct 2008
- Research & Ideas
How Much Time Should CEOs Devote to Customers?
strategy, it's not necessary for the CEO to spend time learning how different clients would prefer customized solutions. The CEO should spearhead the identification of three or four customer health metrics.... View Details
Keywords: by John Quelch
- May 2014
- Article
Cynicism in Negotiation: When Communication Increases Buyers' Skepticism
By: Eyal Ert, Stephanie J. Creary and Max H. Bazerman
The economic literature on negotiation shows that strategic concerns can be a barrier to agreement, even when the buyer values the good more than the seller. Yet behavioral research demonstrates that human interaction can overcome these strategic concerns through... View Details
Ert, Eyal, Stephanie J. Creary, and Max H. Bazerman. "Cynicism in Negotiation: When Communication Increases Buyers' Skepticism." Judgment and Decision Making 9, no. 3 (May 2014): 191–199.