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(12,592)
- People (50)
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- Faculty Publications (4,803)
Show Results For
- All HBS Web
(12,592)
- People (50)
- News (3,119)
- Research (6,951)
- Events (26)
- Multimedia (167)
- Faculty Publications (4,803)
- 2009
- Chapter
Creating Superior Customer Value in a Connected World
By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
- November 2001
- Case
Bang Networks-The First Customer (B)
By: Jay O. Light and Mary N. Caravella
Supplements the (A) case. View Details
Light, Jay O., and Mary N. Caravella. "Bang Networks-The First Customer (B)." Harvard Business School Case 202-066, November 2001.
- 2005
- Book
Managing Customers as Investments: The Strategic Value of Customers in the Long Run
By: Sunil Gupta and Donald R. Lehmann
Gupta, Sunil, and Donald R. Lehmann. Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Wharton School Publishing, 2005. (2006 winner of the annual Berry-AMA book prize for the best book in marketing.)
- 06 May 2002
- Research & Ideas
A Toolkit for Customer Innovation
"Listen carefully to what your customers want and then respond with new products that meet or exceed their needs." That mantra has dominated many a business, and it... View Details
Keywords: by Stefan Thomke & Eric Von Hippel
- 09 Apr 2001
- Research & Ideas
The Manager’s Guide to Communicating with Customers Collection
Are you reaching your customers? The key is knowing who they are and what they want To appeal to retail customers you need to understand what makes them tick. What better way to do that than by studying... View Details
- October 2023 (Revised February 2024)
- Supplement
Managing Customer Retention at Teleko
By: Eva Ascarza and Ta-Wei Huang
- 13 Mar 2017
- Research & Ideas
Hiding Products From Customers May Ultimately Boost Sales
selling season may cause the customer to pass on buying a product that she really liked, only to find out that she doesn’t like any of the subsequent products either,” Ferreira says. Beyond flash sales and... View Details
- 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
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).
- November 2004
- Article
Bringing Customers Into the Boardroom
By: Gail J. McGovern, David Court, John A. Quelch and Blair Crawford
McGovern, Gail J., David Court, John A. Quelch, and Blair Crawford. "Bringing Customers Into the Boardroom." Harvard Business Review 82, no. 11 (November 2004): 70–80.
- 2002
- Working Paper
Control Systems for Customer Behavior
By: Frances X. Frei, Amy C. Edmondson and Corey Hajim
- 07 Sep 2020
- News
Remote Networking as a Person of Color
- 2021
- Working Paper
False Signaling and Personal Moral Failings: Two Distinct Pathways to Hypocrisy with Unequal Moral Weight
By: Jillian J. Jordan and Roseanna Sommers
Moral engagement is a key feature of human nature: we hold moral values, condemn those who violate those values, and attempt to adhere to them ourselves. Yet moral engagement can make us appear hypocritical if we fail to behave morally. When does moral engagement risk... View Details
Keywords: Moral Engagement; Hypocrite; Dishonesty; Moral Values; Moral Sensibility; Behavior; Values and Beliefs
Jordan, Jillian J., and Roseanna Sommers. "False Signaling and Personal Moral Failings: Two Distinct Pathways to Hypocrisy with Unequal Moral Weight." Working Paper, January 2021.
- March 2006 (Revised September 2006)
- Case
Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel
By: Dennis Campbell, Francisco de Asis Martinez-Jerez, Marc Epstein and Joshua Bellin
The MGM Grand Hotel in Las Vegas had detailed information on loyal gaming customers, but could its information systems also be tailored to nongaming customers? As the nongaming business sectors became increasingly profitable both at the MGM Grand and in Las Vegas... View Details
Keywords: Games, Gaming, and Gambling; Customer Relationship Management; Customer Value and Value Chain; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Nevada
Campbell, Dennis, Francisco de Asis Martinez-Jerez, Marc Epstein, and Joshua Bellin. "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel." Harvard Business School Case 106-029, March 2006. (Revised September 2006.)
- 1993
- Chapter
Customer Relationships in the 1990s
By: D. B. Crane
Keywords: Customer Focus and Relationships
- 1994
- Chapter
The Organization Change Imperative: A Personal Journey
By: M. Beer
Keywords: Organizational Change and Adaptation
- 08 Feb 2018
- News
Bringing a Personal Touch to Plus-Size Fashion
- 2021
- Article
Masked and Distanced: A Qualitative Study of How Personal Protective Equipment and Distancing Affect Teamwork in Emergency Care
By: Tuna Cem Hayirli, Nicholas Stark, Aditi Bhanja, James Hardy, Christopher Peabody and Michaela J. Kerrissey
Background: Newly intensified use of personal protective equipment (PPE) in emergency departments presents teamwork challenges affecting the quality and safety of care at the frontlines.
Objective: We conducted a qualitative study to categorize and... View Details
Objective: We conducted a qualitative study to categorize and... View Details
Keywords: COVID-19; Teamwork; Emergency Service; Hospital; Quality Of Health Care; Health Pandemics; Health Care and Treatment; Quality; Groups and Teams; Communication
Hayirli, Tuna Cem, Nicholas Stark, Aditi Bhanja, James Hardy, Christopher Peabody, and Michaela J. Kerrissey. "Masked and Distanced: A Qualitative Study of How Personal Protective Equipment and Distancing Affect Teamwork in Emergency Care." International Journal for Quality in Health Care 33, no. 2 (2021): mzab069.
- Article
When Customers Help Set Prices
By: Marco Bertini and Oded Koenigsberg
Bertini, Marco, and Oded Koenigsberg. "When Customers Help Set Prices." MIT Sloan Management Review 55, no. 4 (Summer 2014): 57–64.
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
Breakthrough Service is Different.” What is your definition of breakthrough service, and why is it different? Sasser: Breakthrough services are those that provide extraordinary results and a high-quality... View Details