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Publications

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  • All HBS Web  (967)
    • News  (92)
    • Research  (747)
    • Events  (1)
    • Multimedia  (3)
  • Faculty Publications  (335)

Show Results For

  • All HBS Web  (967)
    • News  (92)
    • Research  (747)
    • Events  (1)
    • Multimedia  (3)
  • Faculty Publications  (335)
← Page 22 of 967 Results →
  • Web

Online Finance & Accounting Courses | HBS Online

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
  • 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
  • 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
  • Web

Accounting & Management Awards & Honors - Faculty & Research

Student Award from Columbia Business School. Ethan C. Rouen : Selected as a 2015 Doctoral Fellow by the W. Edwards Deming Center for Quality, Productivity, and Competitiveness at Columbia Business School. George Serafeim : Winner of the... View Details
  • 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
Citation
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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

Health Care - Faculty & Research

Kumar, Kevin Schulman and Karen Staman Health care administration educators are at a crossroads: the health care sector is rife with inefficiencies, erratic quality, unequal access, and sky-high costs, complex problems which call for innovative solutions, and yet,... View Details

    Robert C. Merton

    Robert C. Merton is the School of Management Distinguished Professor of Finance at the MIT Sloan School of Management.

    Merton is University Professor Emeritus at Harvard University and was the George Fisher Baker Professor of... View Details

    Keywords: banking; brokerage; financial services; insurance industry; investment banking industry; retail financial services
    • 28 Nov 2018
    • HBS Case

    On Target: Rethinking the Retail Website

    jimkruger In the mid-1990s, Target was a discount superstore behemoth. The retailer had set itself apart from chief rival Walmart with a focus on more upscale but wallet-friendly fashion and lifestyle lines, spurring double-digit growth by double-digits each year for... View Details
    Keywords: by Dina Gerdeman; Retail
    • Web

    Business Fundamentals Course - CORe | HBS Online

    Demand: Foundations Strategies for Assessing and Increasing Demand Suppliers and Cost Markets Competition and Differentiation Featured Exercises Develop effective pricing strategies Apply conjoint analysis... View Details
    • 13 Mar 2012
    • First Look

    First Look: March 13

    census. We document a shift to smaller shops following a 1996 regulatory change that increased the costs of opening large stores. Our analysis suggests that total factor productivity (TFP) of multi-store retail chains fell after the... View Details
    Keywords: Sean Silverthorne
    • 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
    • 14 Jul 2009
    • First Look

    First Look: July 14

    phenomenological assumptions in negotiation research. Analysis of the citation rates of the articles in our data set by non-negotiation organizational research indicates that more open systems assumptions increase the likelihood that a... View Details
    Keywords: Martha Lagace
    • 14 Nov 2007
    • First Look

    First Look: November 14, 2007

    leadership position against aggressive competition in a rapidly shifting and uncertain technological environment. Traces the evolution and transformation of the company and highlights the difficult choices Thomson faces in an... View Details
    Keywords: Martha Lagace
    • 23 Dec 2008
    • First Look

    First Look: December 23, 2008

    StarNight Hotel Construction Bid: Real Time Competition on Schedule, Scope, and Cost Harvard Business School Case 209-067 The case is intended for use with the HBS Educational Technology Group "Construction Bidding Simulation."... View Details
    Keywords: Martha Lagace
    • 03 Nov 2009
    • First Look

    First Look: Nov. 3

    water purification solution. We find that higher prices screen out those who use the product less. By contrast, we find no consistent evidence of sunk-cost effects. Welfare Payments and Crime Author:C. Fritz Foley Publication:The Review of Economics and Statistics... View Details
    Keywords: Martha Lagace

      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
      • 15 Jul 2008
      • First Look

      First Look: July 15, 2008

      turning to appraisers, actuaries, and evaluators, whether internal, external, or a combination. The Competitive Imperative of Learning Author:Amy C. Edmondson Publication:HBS Centennial Issue. Harvard Business Review 86, nos. 7/8 (July -... View Details
      Keywords: Martha Lagace
      • 05 Mar 2013
      • First Look

      First Look: March 5

      from its traditional focus on the midstream of the value chain. The case raises questions involving competitive positioning, corporate strategy, sustainable development, and the management of business and political risk. Purchase this... View Details
      Keywords: Sean Silverthorne
      • 20 Jul 2010
      • First Look

      First Look: July 20

      pivotal one for Jiamei. It had planned to open dozens of more clinics during the year. At the same time, Liu was facing stiff competition from regional and international private dental clinic competitors, high-end private hospitals, and... View Details
      Keywords: Martha Lagace
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