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Show Results For
- All HBS Web
(859)
- People (1)
- News (178)
- Research (542)
- Events (3)
- Multimedia (3)
- Faculty Publications (389)
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- October 2023 (Revised January 2024)
- Case
Ball: EVA Driving the World's Leading Can Manufacturer (A)
By: Jonas Heese and Susan Pinckney
The case describes Ball’s multi decade history of using Economic Value Added to drive decision making and workforce compensation. In 2016, the company acquired Rexam PLC and became the world’s leading metal beverage container company. Consumer demand for varied... View Details
Keywords: Budgets and Budgeting; Cost Accounting; Financial Reporting; Financial Statements; Buildings and Facilities; Green Building; Mergers and Acquisitions; Customer Satisfaction; Decisions; Forecasting and Prediction; Machinery and Machining; Asset Pricing; Corporate Finance; Capital; Cost; Financial Management; Goods and Commodities; Compensation and Benefits; Executive Compensation; Employee Relationship Management; Goals and Objectives; Resource Allocation; Business Strategy; Corporate Strategy; Food and Beverage Industry; United States; Arizona; California; Texas
Heese, Jonas, and Susan Pinckney. "Ball: EVA Driving the World's Leading Can Manufacturer (A)." Harvard Business School Case 124-002, October 2023. (Revised January 2024.)
- September 1999 (Revised July 2006)
- Case
Juice Guys (A)
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 (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
- July–August 2025
- Article
How the Busiest People Find Joy
By: Leslie A. Perlow, Sari Mentser and Salvatore J. Affinito
Joy, along with achievement and meaningfulness, is one of the three keys to a satisfying life. Yet it’s the missing piece for many ambitious individuals, the authors found after examining data on how nearly 2,000 professionals spend their days. Jam-packed schedules are... View Details
Perlow, Leslie A., Sari Mentser, and Salvatore J. Affinito. "How the Busiest People Find Joy." Harvard Business Review (July–August 2025): 135–139.
- 2018
- Working Paper
Status Inconsistency: Variance in One's Status Across Groups Harms Well-being but Improves Perspective-taking
By: Catarina Fernandes and Alison Wood Brooks
Most people belong to many different groups. While some people experience consistently high or low status across all of their groups, others experience wildly different levels of status in each group. In this research, we examine how status inconsistency – the degree... View Details
- March 2017
- Exercise
Designing Transformational Customer Experiences
By: Stefan Thomke
Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer... View Details
Keywords: Customer Experience; Exercise; Learning By Doing; LEGO; Storytelling; Customer Satisfaction; Design; Innovation and Management; Transformation; Service Delivery
Thomke, Stefan. "Designing Transformational Customer Experiences." Harvard Business School Exercise 617-051, March 2017.
- April 2003 (Revised September 2005)
- Case
Celebrity Cruises, Inc.: A Taste of Luxury
By: Frances X. Frei, Corey B. Hajim and Christian Hempell
Describes the complex operations of the cruise industry. Positioned between luxury cruise lines and mass market lines, Celebrity struggles to find ways to create customer loyalty and increase profitability. View Details
Frei, Frances X., Corey B. Hajim, and Christian Hempell. "Celebrity Cruises, Inc.: A Taste of Luxury." Harvard Business School Case 603-096, April 2003. (Revised September 2005.)
- August 2002
- Background Note
Customer Benefit Stack
By: Das Narayandas
Describes a process to understand customer benefits created in industrial markets using the metaphor of a customer benefit stack. View Details
- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details
Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- 17 Sep 2013
- First Look
First Look: September 17
impact people's feelings about their decisions. We compare post-choice satisfaction from choices made by mind wandering to reason based choices and randomly assigned outcomes. Participants chose a poster by mind wandering or... View Details
Keywords: Sean Silverthorne
- March 2024
- Case
Nomad: A License to Bank
By: Paul A. Gompers and Pedro Levindo
In late 2023, Lucas Vargas, CEO and co-founder of Nomad, a fintech that offered financial services in the United States for Brazilian residents, had to decide what to do to ensure the company’s continued expansion. Nomad launched its first product, a U.S. digital bank... View Details
Keywords: Mergers and Acquisitions; Business Startups; Customer Satisfaction; Decision Making; Entrepreneurship; Banks and Banking; Initial Public Offering; Global Strategy; Growth and Development Strategy; Brands and Branding; Marketing Strategy; Product Launch; Organizational Culture; Going Public; Ownership Stake; Innovation and Invention; Strategic Planning; Business and Government Relations; Business and Stakeholder Relations; Risk and Uncertainty; Business Strategy; Competitive Advantage; Corporate Strategy; Diversification; Expansion; Vertical Integration; Leadership; Law; Banking Industry; Technology Industry; Service Industry; Brazil; United States; North America; Latin America
Gompers, Paul A., and Pedro Levindo. "Nomad: A License to Bank." Harvard Business School Case 824-144, March 2024.
- Research Summary
Overview
I have spent my career studying novel talent management practices and their effect on collaboration and performance. My core research focuses on two interrelated organizational trends that have become salient in the 21st century: workplace transparency (who gets to... View Details
Keywords: Privacy; Transparency; Productivity; Field Experiments; Communication; Design; Human Resources; Leadership; Management; Organizational Design; Organizational Structure; Performance; Groups and Teams; Networks; Behavior; Social and Collaborative Networks; Satisfaction; North America; Europe; Asia; China; Japan; Latin America
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
programs, your satisfaction with existing networks is not so low that you are crying for a revolution. The same is true of advertising: of course, we would prefer not to be bombarded by irrelevant messages, but on the other hand we have... View Details
Keywords: by Martha Lagace
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
of an organization," they continue. "How well a business is able to manage and implement the service delivery process has a direct effect on retention of existing clients, and can have a significant impact on acquiring new business. The result is that View Details
- May 2022
- Supplement
Maestro Pizza (B): The Competition Awakens
By: Ramon Casadesus-Masanell and Fares Khrais
Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza at affordable prices. The business grew rapidly and under the radar at first, but soon enough caught the attention of... View Details
Keywords: Competitive Strategy; Competitive Advantage; Competition; Market Entry and Exit; Emerging Markets; Business Startups; Corporate Entrepreneurship; Product Positioning; Disruption; Disruptive Innovation; Advertising; Advertising Campaigns; Social Media; Forecasting and Prediction; Crisis Management; Growth and Development Strategy; Brands and Branding; Product Development; Production; Service Delivery; Business Growth and Maturation; Financial Statements; Cost Management; Analysis; Quality; Performance Consistency; Customer Satisfaction; Profit; Family Ownership; Food and Beverage Industry; Saudi Arabia; Middle East
Casadesus-Masanell, Ramon, and Fares Khrais. "Maestro Pizza (B): The Competition Awakens." Harvard Business School Supplement 722-400, May 2022.
- January 2000
- Case
The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case
By: Jill Avery and Gerald Zaltman
An in-depth study of consumers' thoughts and feelings about a branded candy bar. View Details
Keywords: Brand Management; Brand Equity; Brand Communication; Brand ＆ Product Management; Brand Building; Brand Positioning; Brand Storytelling; Brand Strategy; Brand Value; Branding; Marketing; Advertising; Customer Satisfaction; Brands and Branding; Consumer Behavior; Food and Beverage Industry; Consumer Products Industry
Avery, Jill, and Gerald Zaltman. "The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case." Harvard Business School Case 500-083, January 2000.
- 12 Apr 2010
- Research & Ideas
One Report: Better Strategy through Integrated Reporting
will be better information for better decisions. In some cases, better information comes from simply combining data that already exist in the firm but are spread across different parts of the company. Some metrics, such as customer View Details
Keywords: by Martha Lagace
- 20 Dec 2018
- Cold Call Podcast
Using Fintech to Disrupt Eastern Bank from Within
- April 2019
- Case
Afterpay U.S.: The Omnichannel Dilemma
By: Antonio Moreno, Donald Ngwe and George Gonzalez
In 2018, Nick Molnar, the founder of the Australia-based online payment service Afterpay began its expansion to the U.S. market. The service had gained a loyal following in Australia by enabling customers to pay for online purchases through four interest-free... View Details
Keywords: Omnichannel Retail; Multi-sided Platforms; Value Creation; Business Model Innovation; Fintech; Digital Marketing; Disruptive Innovation; Business Startups; Business Growth and Maturation; Business Model; Business Organization; For-Profit Firms; Change Management; Customer Value and Value Chain; Customer Relationship Management; Customer Satisfaction; Financing and Loans; Microfinance; Global Strategy; Marketing Channels; Brands and Branding; Marketing Strategy; Market Entry and Exit; Digital Platforms; Product Development; Supply Chain Management; Business and Stakeholder Relations; Networks; Network Effects; Internet and the Web; Financial Services Industry; Retail Industry; Technology Industry; United States; Australia
Moreno, Antonio, Donald Ngwe, and George Gonzalez. "Afterpay U.S.: The Omnichannel Dilemma." Harvard Business School Case 519-086, April 2019.
- 2010
- Other Unpublished Work
Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions
By: Jill Avery
An ethnographic study of a brand community following the launch of the Porsche Cayenne SUV finds that brand extensions can negatively affect the value of their parent brands. By studying the collective response to brand extensions of existing consumers and by... View Details
- 2013
- Article
Rituals Enhance Consumption
By: J. Vohs, Y. Wang, F. Gino and M. I. Norton
Four experiments tested the novel hypothesis that ritualistic behavior potentiates and enhances the enjoyment of ensuing consumption—an effect found for chocolates, lemonade, and even carrots. Experiment 1 showed that ritual behaviors, compared to a no-ritual... View Details
Vohs, J., Y. Wang, F. Gino, and M. I. Norton. "Rituals Enhance Consumption." Psychological Science 24, no. 9 (September 2013): 1714–1721.