• 07 Apr 2009
• First Look

First Look: April 7, 2009

own partners. The case explores whether these initiatives will lead to a long-term competitive advantage. The firm believes what really will produce competitive advantage is its "Me-To-You-Mindset"... View Details

Keywords: Martha Lagace

• Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei

This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details

Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques

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Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)

• Web

Online Finance & Accounting Courses | HBS Online

inform decision-making. We recommend beginning this pathway with Financial Accounting. Financial Accounting Leading with Finance Strategic Financial Analysis Capital Markets: For professionals looking to improve their understanding of the... View Details

• 30 Nov 2021
• In Practice

What's the Role of Business in Confronting Climate Change?

The 26th annual United Nations Climate Change Conference of the Parties, also known as COP26, ended with a hard-fought pact that called on businesses and governments to meet their climate change goals faster. The event followed an August report by the Intergovernmental... View Details

Keywords: by Lynn Schenk and Dina Gerdeman

• 16 Jul 2012
• Research & Ideas

Are You a Strategist?

exaggerated emphasis on sustainable competitive advantage has drawn attention away from the fact that strategy must be a dynamic tool for guiding the development of a company over time. "Strategy has become more about formulation than... View Details

Keywords: by Carmen Nobel

• Web

Human Behavior & Decision-Making - Faculty & Research

Across a field setting (three entrepreneurial pitch competitions in the United States) and two experiments, we identify a profound and consistent gender gap in entrepreneur persuasiveness. Investors prefer pitches presented by male... View Details

• 25 Nov 2008
• First Look

First Look: November 25, 2008

http://papers.nber.org/papers/w14483 The Flattening Firm and Product Market Competition: The Effect of Trade Liberalization Authors: Maria Guadalupe and Julie M. Wulf Abstract This paper establishes a causal effect of competition from... View Details

Keywords: Martha Lagace

• Web

Business Fundamentals Course - CORe | HBS Online

and Cost Markets Competition and Differentiation Featured Exercises Develop effective pricing strategies Apply conjoint analysis to understand what customers value most Indentify sources of View Details

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Faculty & Researchers - Managing the Future of Work

Program Director and Senior Researcher for the U.S. Competitiveness Project, co-chaired by Professor Michael E. Porter and Professor Jan W. Rivkin. In that capacity, she supports the Young American Leaders Program and the HBS worldwide... View Details

John A. Deighton

John Deighton is The Harold M. Brierley Professor of Business Administration Emeritus at Harvard Business School. He is an authority on consumer behavior and marketing, with a focus on digital and direct marketing. He teaches in the area of Big Data in Marketing,... View Details

Keywords: advertising; banking; beverage; communications; computer; consumer products; credit card; e-commerce industry; financial services; grocery; hotels ＆ motels; information technology industry; marketing industry; music; pharmaceuticals; professional services

• 23 Mar 2010
• First Look

First Look: March 23

United States. In recent years, however, this centralized approach to the collection and analysis of adverse events through doctor-initiated case reports has been superseded by innovative, though episodic, pharmacoepidemiological studies... View Details

Keywords: Martha Lagace

• Web

Our Team - Impact Investments

Previously, Jonah was a Team Lead at Goldman Sachs where he led contracted projects on market research, competitive intelligence, and people strategy. Before joining GS, Jonah served as a Consultant with Cognoscere on an education... View Details

• Web

Academics - Health Care

how strategic principles can be applied in health care settings to identify sources of competitive advantage (and all too often, disadvantage). Our emphasis will be on payers and providers, but we will also devote 20-25% of our case... View Details