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  • All HBS Web  (6,462)
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  • All HBS Web  (6,462)
    • People  (3)
    • News  (1,339)
    • Research  (4,137)
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  • 1999
  • Working Paper

Marshall Field, 1834-1906: The Retail Brand as a Customer Experience

By: Nancy F. Koehn
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Koehn, Nancy F. "Marshall Field, 1834-1906: The Retail Brand as a Customer Experience." Harvard Business School Working Paper, No. 00-020, September 1999.
  • Article

How Direct-to-Consumer Brands Can Continue to Grow

By: V. Kasturi Rangan, Daniel Corsten, Matt Higgins and Leonard A. Schlesinger
Direct-to-consumer (DTC) brands such as Allbirds, Casper, Peloton, and Warby Parker have creatively found a weakness in the marketing citadel of incumbent brands. By using data gleaned from daily interactions with customers, these brands have been able to adapt how... View Details
Keywords: Direct-to-consumer; Customer Journey; Business Model; Customer Relationship Management; Growth and Development Strategy
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Rangan, V. Kasturi, Daniel Corsten, Matt Higgins, and Leonard A. Schlesinger. "How Direct-to-Consumer Brands Can Continue to Grow." Harvard Business Review 99, no. 6 (November–December 2021): 101–109.
  • 10 Aug 2015
  • Research & Ideas

Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers

Here's a tip for companies looking to woo customers away from the competition: Besides advertising fair prices for your products, try advertising fair wages for your employees. Recent research from Harvard Business School indicates that... View Details
Keywords: by Carmen Nobel; Retail
  • November 1998
  • Article

Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation

By: N. Narayandas
Keywords: Measurement and Metrics; Management; Customer Focus and Relationships
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Narayandas, N. "Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation." Journal of Service Research 1, no. 2 (November 1998).
  • February 19, 2018
  • Article

The Parts of Customer Service That Should Never Be Automated

By: Ryan W. Buell
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Buell, Ryan W. "The Parts of Customer Service That Should Never Be Automated." Harvard Business Review (website) (February 19, 2018).
  • May – June 1990
  • Article

Case of the Complaining Customer (HBR Case Study and Commentary)

By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller
Citation
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Finkelman, Dan, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke, and Claus Moller. "Case of the Complaining Customer (HBR Case Study and Commentary)." Art. 90304. Harvard Business Review 68, no. 3 (May–June 1990).
  • 1999
  • Working Paper

Henry Heinz, 1844-1919: Connecting with Customers during Great Economic Change

By: Nancy F. Koehn
Citation
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Koehn, Nancy F. "Henry Heinz, 1844-1919: Connecting with Customers during Great Economic Change." Harvard Business School Working Paper, No. 00-019, September 1999.
  • February 2011
  • Supplement

Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW)

By: Dennis Campbell and Francisco de Asis Martinez-Jerez
Datasets of gaming and hotel customers to perform analysis for the case. View Details
Keywords: Analytics and Data Science; Games, Gaming, and Gambling; Las Vegas
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Campbell, Dennis, and Francisco de Asis Martinez-Jerez. Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW). Harvard Business School Spreadsheet Supplement 111-711, February 2011.
  • 12 Feb 2018
  • Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

customers, and how operational choices affect customer behaviors and firm performance. We all spend a surprising amount of time waiting our turn; by one estimate, Americans wait in line 37 billion hours a year—118 hours for every person.... View Details
Keywords: by Michael Blanding; Retail; Service
  • June 2016
  • Teaching Note

Filene's Basement: Inside a Fired Customer's Relationship

By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
Keywords: CRM; Customer Profitability Analysis; Customer Lifetime Value; Consumer Behavior; Marketing; Marketing Strategy; Customer Focus and Relationships; Brands and Branding; Customer Relationship Management; Retail Industry; United States
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Avery, Jill, and Susan Fournier. "Filene's Basement: Inside a Fired Customer's Relationship." Harvard Business School Teaching Note 316-184, June 2016.
  • September 2024
  • Supplement

Assessing the Value of Unifying and De-Duplicating Customer Data Spreadsheet Supplement

By: Elie Ofek
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Ofek, Elie. "Assessing the Value of Unifying and De-Duplicating Customer Data Spreadsheet Supplement." Harvard Business School Spreadsheet Supplement 525-701, September 2024.
  • June 2013
  • Supplement

Olympic Rent-A-Car U.S.: Customer Loyalty Battles, Spreadsheet for Instructors (Brief Case)

By: John Deighton and James T. Kindley
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Deighton, John, and James T. Kindley. "Olympic Rent-A-Car U.S.: Customer Loyalty Battles, Spreadsheet for Instructors (Brief Case)." Harvard Business School Spreadsheet Supplement 913-571, June 2013.
  • April 1987
  • Supplement

Inland Steel Co. Product Policy, Video 3: Customer and Technical Services

By: Benson P. Shapiro and Lawrence B. Levine
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Shapiro, Benson P., and Lawrence B. Levine. "Inland Steel Co. Product Policy, Video 3: Customer and Technical Services." Harvard Business School Video Supplement 887-541, April 1987.
  • November – December 2010
  • Article

Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help

By: F. Gino and L. Pierce
Keywords: Wealth; Customers
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Gino, F., and L. Pierce. "Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help." Organization Science 21, no. 6 (November–December 2010): 1176–1194.
  • February 2022 (Revised August 2022)
  • Case

Amazon, Expedia, and Antitrust: Meeting Legal and Ethical Responsibilities to Customers

By: Robert J. Dolan
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Dolan, Robert J. "Amazon, Expedia, and Antitrust: Meeting Legal and Ethical Responsibilities to Customers." Harvard Business School Case 522-085, February 2022. (Revised August 2022.)
  • December 2017
  • Case

Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table

By: Jose B. Alvarez, Maria Fernanda Miguel and Mariana Cal
Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2 billion in 2016, the firm not only produced flour, vegetable oil, and packaged food products, it also owned a port... View Details
Keywords: Quality Management System; Food Industry; Molino Cañuelas; Argentina; Vertical Integration; Quality; Management Systems; Expansion; Global Range; Growth and Development Strategy; Agribusiness; Food and Beverage Industry; Agriculture and Agribusiness Industry; Argentina
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Alvarez, Jose B., Maria Fernanda Miguel, and Mariana Cal. "Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table." Harvard Business School Case 518-046, December 2017.
  • Article

Moving from Engagement to a Real Marriage of Brand and Customer

By: Jeffrey F. Rayport
Keywords: Technology; Digital Services; Strategy; Internet and the Web; Marketing
Citation
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Rayport, Jeffrey F. "Moving from Engagement to a Real Marriage of Brand and Customer." True (FleishmanHillard) (June 15, 2014).
  • August/September 2003
  • Article

A Plea to Boards to Shift Focus Back to the Customer

By: Gail J. McGovern and John Quelch
Citation
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McGovern, Gail J., and John Quelch. "A Plea to Boards to Shift Focus Back to the Customer." Corporate Secretary (August/September 2003), 13.
  • Article

The Right Price, at the Right Moment, to the Right Customer

By: Tim Ham and Marco Bertini
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Ham, Tim, and Marco Bertini. "The Right Price, at the Right Moment, to the Right Customer." Business Strategy Review 24, no. 1 (Spring 2013): 49–53.
  • 2001
  • Working Paper

Voice and Advocacy: Marketing's Role in Addressing the Poor as Customers

By: V. Kasturi Rangan and Arthur McCaffrey
Citation
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Rangan, V. Kasturi, and Arthur McCaffrey. "Voice and Advocacy: Marketing's Role in Addressing the Poor as Customers." Harvard Business School Working Paper, No. 02-023, October 2001.
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