Exceeding Consumer Expectations - Publications - Faculty & Research

2016
Working Paper

The Impact of Supplier Inventory Service Level on Retailer Demand

By: Nathan Craig, Nicole DeHoratius and Ananth Raman

To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier's service level on demand from... View Details

Keywords: Customer Satisfaction; Forecasting and Prediction; Learning; Consumer Behavior; Service Delivery; Performance Expectations; Apparel and Accessories Industry; Service Industry

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08 Jan 2007
What Do You Think?

Neuro Economics: Science or Science Fiction?

risk and return are assessed in different parts of the brain, thereby questioning theories regarding expected utility on which a great deal of decision theory has been based up to now. Thus, according to this research, different qualities... View Details

Keywords: by Jim Heskett

01 Dec 2019
News

Making Eco Easy

microplastics per liter. “All the plastic our society is consuming is ending up in our oceans and waterways, where it is breaking down into tiny pieces and appearing in the water we drink, the food we eat, and the formula I was making for... View Details

Keywords: Jennifer Gillespie

Profile

Omowale Casselle

expectations of our consumers, retailers, and brand partners." "In addition to managing our product lines, I also lead our operations team, which means that I make sure that each retail partner (Walmart, Walgreens, Kroger, and... View Details

Keywords: Consumer Products; Consumer Products

23 Mar 2020
Research & Ideas

Product Disasters Can Be Fertile Ground for Innovation

technological complexity only magnifies the challenge. Many companies, meanwhile, are apt to see investment in safety as the cost of fulfilling regulatory requirements or protecting against lawsuits, rather than as an opportunity to include features for which View Details

Keywords: by Michael Blanding; Health; Medical Devices & Supplies

05 Jun 2000
What Do You Think?

What’s Happening to Our Patience?

all of the people waiting ahead of them in line. So Disney entertains its waiting guests, tells guests what to expect (almost always exceeding such expectation to create the... View Details

Keywords: by James Heskett

01 Mar 2014
News

Cutting Edge

Steve Silk (MBA 1978), shown here with his Smith Brothers actors, is a master at fashioning turnarounds. SILK & HIS BROS: "Iconic brands like Smith Brothers get instantaneous consumer and media respect." Photos courtesy of Smith Brothers... View Details

Keywords: Manufacturing; Food and Beverage Stores; Retail Trade

16 Feb 2004
Research & Ideas

Marketing Wine to the World

industry. Buyer power appears to be higher in the Old World. Consumers are more sophisticated and somewhat more price sensitive in the Old World than in the New World. More sales occur through supermarkets and other off-premise locations... View Details

Keywords: by Manda Salls; Consumer Products; Consumer Products; Consumer Products

29 Jun 2015
HBS Case

Consumer-centered Health Care Depends on Accessible Medical Records

deliver this extra-added value service." Electronic Health Records Promoted In 2014, health care spending in the United States exceeded $3 trillion and was expected to reach $4.5 trillion by 2020. To... View Details

Keywords: by Dina Gerdeman; Health; Technology

24 Aug 2016
Research & Ideas

Can Obamacare Be Saved?

they also risk having to switch provider networks, disrupting patient-physician relationships. "According to Kaiser, health insurance premiums for the average plan are expected to rise by 9 percent in 2017" These View Details

Keywords: by John A. Quelch and Emily Boudreau; Insurance; Health

01 Jun 2006
News

India Arrives

meeting of the World Economic Forum in Davos, Switzerland. Business and government officials arrived in force to talk up India’s growth, exceeding an annual rate of 6 percent for the last fifteen years. GDP growth hit 7.6 percent in 2005... View Details

Keywords: Julia Hanna

13 May 2014
News

Inside Africa

African-Americans, to help them to manage their money,” she recalls. “These were people like Oprah— people who are on the Forbes list of wealthiest African-Americans. “I got to know some of them, and at the time we did this there were a dozen or so Africans whose net... View Details

Keywords: Constantine von Hoffman

17 Feb 2003
Research & Ideas

Rating Fund Managers by the Company They Keep

have tried to make use of knowledge about the stocks a given fund holds. What is unique in our work is that in rating each fund, we look at the overlap between that fund's holdings and the holdings of every other fund. We expect a fund to... View Details

Keywords: by Ann Cullen

Web

Challenges and Opportunities in the Restaurant Industry - Course Catalog

(Barcelona Wine Bar and bartaco). He is currently a board member of US Foods and multiple privately-owned restaurant groups. Course Overview Uniquely within the HBS EC curriculum, this course is industry specific. Despite its pervasiveness and intimate View Details

01 Sep 2006
News

Charting the Year Ahead

Cooper This past summer saw another successful HBS Global Leadership Forum, this time in Washington, D.C. Attendance exceeded 640 alumni and guests, many of whom had not been to a previous GLF. On behalf of the Alumni Board, who turned... View Details

Keywords: Peter Cooper; Business Schools & Computer & Management Training; Educational Services

01 Nov 2011
First Look

First Look: Nov. 1

repatriated earnings from foreign affiliates exceeded net capital investments by $1.1 trillion in 2010 dollars; and from 1950 to 2010, repatriated earnings and net interest from foreign affiliates exceeded... View Details

Keywords: Sean Silverthorne

24 Feb 2014
Research & Ideas

Busting Six Myths About Customer Loyalty Programs

There are three ways to differentiate in retailing: location, location, and location. The problem is that as markets mature, location becomes less potent as a competitive advantage because the consumer has a growing abundance of... View Details

Keywords: by Marcel Corstjens & Rajiv Lal; Consumer Products; Consumer Products

01 Jun 2009
News

Social Enterprise Visionary

School, and social enterprise organizations all over the world has far exceeded my fondest dreams.” Following an April 13 SEI Advisory Board luncheon in Spangler Center honoring Whitehead, Thomas Tierney (MBA ’80), chairman and cofounder... View Details

Keywords: Deborah Blagg; Colleges, Universities, and Professional Schools; Educational Services; Social Assistance; Health, Social Assistance

23 Sep 2014
First Look

First Look: September 23

for ideal pay ratios. Moreover, data from 16 countries reveals that people dramatically underestimate actual pay inequality. In the United States-where underestimation was particularly pronounced-the actual pay ratio of CEOs to unskilled workers (354:1) far View Details