Publications
Publications
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- All HBS Web
(2,789)
- Faculty Publications (839)
- Article
Are Self-service Customers Satisfied or Stuck?
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
- 2010
- Casebook
Global Capital and National Institutions: Crisis and Choice in the International Financial Architecture
By: Laura Alfaro
All managers face a business environment in which international and macroeconomic phenomena matter. International capital flows can significantly affect countries' development efforts and provide clear investment opportunities for businesses. During the 1990s and early... View Details
- 2010
- Chapter
Measuring and Managing Macrofinancial Risk and Financial Stability: A New Framework
By: Dale F. Gray, Robert C. Merton and Zvi Bodie
This paper proposes a new approach to improve the way central banks can analyze and manage the financial risks of a national economy. It is based on the modern theory and practice of contingent claims analysis (CCA), which is successfully used today at the level of... View Details
- 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
- December 2009 (Revised April 2010)
- Case
Rabobank: The Global Food and Agriculture Bank
By: David E. Bell, Ray A. Goldberg, Mary Louise Shelman and Aldo Sesia
Rabobank decides to focus primarily on food and agriculture firms and farms on a global basis. View Details
- December 2009 (Revised September 2014)
- Case
TD Canada Trust
By: Dennis Campbell and Brent Kazan
The case 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 and... View Details
- 2009
- Chapter
Should Central Banks Maximize Happiness? Happiness, Contentment and Other Emotions for Central Banks
By: Rafael Di Tella and Robert MacCulloch
- 03 Nov 2009 - 04 Nov 2009
- Lecture
Risk Management and Oversight." Panel Moderator. "Colloquium on the Governance of Financial Institutions
By: Lynn S. Paine
- November 2009 (Revised June 2012)
- Case
Crisis and Reform in Japan's Banking System (A)
By: Thierry Porte, Rawi E. Abdelal, Laura Alfaro and Jonathan Schlefer
In 1997, amidst Japan's ongoing financial problems, Prime Minister Ryutaro Hashimoto sought to restructure the financial sector to make it more transparent and globally competitive. He hoped that this effort, dubbed the "Big Bang" after the British financial... View Details
- November 2009 (Revised June 2012)
- Supplement
Crisis and Reform in Japan's Banking System (B)
By: Thierry Porte, Rawi E. Abdelal, Laura Alfaro and Jonathan Schlefer
In 1997, amidst Japan's ongoing financial problems, Prime Minister Ryutaro Hashimoto sought to restructure the financial sector to make it more transparent and globally competitive. He hoped that this effort, dubbed the "Big Bang" after the British financial... View Details
- October 2009 (Revised February 2010)
- Case
Merger of Equals: The Integration of Mellon Financial and The Bank of New York (A)
By: Ryan D. Taliaferro, Clayton S. Rose and David Lane
Less than a month after the close of the merger between The Bank of New York and Mellon Financial, managers at the two firms realized that plans for combining their asset servicing businesses—and realizing the $180 million of annual cost savings that they had promised... View Details
- October 2009 (Revised February 2010)
- Supplement
Merger of Equals: The Integration of Mellon Financial and The Bank of New York (B)
By: Ryan D. Taliaferro, Clayton S. Rose and David Lane
[Continuation of "A" case.] Less than a month after the close of the merger between The Bank of New York and Mellon Financial, managers at the two firms realized that plans for combining their asset servicing businesses – and realizing the $180 million of annual cost... View Details
- October 2009
- Supplement
Merger of Equals: The Integration of Mellon Financial and The Bank of New York (C)
By: Ryan D. Taliaferro, Clayton S. Rose and David Lane
[Continuation of "A" and "B" cases.] Less than a month after the close of the merger between The Bank of New York and Mellon Financial, managers at the two firms realized that plans for combining their asset servicing businesses – and realizing the $180 million of... View Details
- October 2009 (Revised April 2021)
- Case
Ingrid Johnson and Nedbank Business Banking
By: Michael Tushman and David Kiron
This case discusses the issue of leading change at the business banking division of Nedbank, a prominent South African bank, between 2005 and 2009. (This timeframe, beginning just 11 years after Apartheid's end, covers Ingrid Johnson's leadership of this division... View Details
- October 2009
- Teaching Note
GE Money Bank: The M-Budget Card Initiative (TN)
By: Michael L. Tushman, Sebastian Raisch and Christian Welling
Teaching Note for [410052]. View Details
- October 2009
- Teaching Note
China Merchants Bank: Here Just For You (TN)
Teaching Note for [307081] and [307057]. View Details
- October 2009 (Revised November 2011)
- Case
Citigroup-Wachovia-Wells Fargo
By: Guhan Subramanian and Nithyasri Sharma
In late September 2008, amidst the spiraling financial crisis, many firms on Wall Street were in a precarious position. One such institution was Wachovia, which entered acquisition talks with Citigroup and Wells Fargo. This case describes the development of these... View Details
- October 2009
- Article
Democratizing Entry: Banking Deregulations, Financing Constraints, and Entrepreneurship
By: William R. Kerr and Ramana Nanda
We examine entrepreneurship and creative destruction following US banking deregulations using Census Bureau data. US banking reforms brought about exceptional growth in both entrepreneurship and business closures. Most of the closures, however, were the new ventures... View Details
- September 8, 2009
- Article
The New Governance Paradigm
By: Nathaniel Foote and Michael Beer
Boards members of failed banks in 2008 or of the many companies like Enron who were caught up in scandals are by and large honorable, well intentioned, and competent people. So what went wrong and what can be done about it. This article argues that the problem lies in... View Details
- September 2009
- Article
How to Fix Wall Street: Regulation Alone Can't Right the Financial System
By: Lynn S. Paine