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  • 08 Jun 2009
  • Research & Ideas

The Return of the Salesman

Marketing." A few of the papers in the issue came from that conference—the article on the selling of the cast-iron stove, America's first consumer durable; and on "sharp dealing" in the British door-to-door vacuum trade. The larger point of the issue was to View Details
Keywords: by Sean Silverthorne; Retail
  • 05 Nov 2021
  • Op-Ed

Is the Business World Finally Ready for the Wisdom of Shibusawa?

Eiichi Shibusawa continues to gain influence in Japan—even though he died almost a century ago. Japan’s government announced earlier this year that the 19th century business leader would be the face on 10,000 yen ($90) bank notes—the highest value denomination in... View Details
Keywords: by Geoffrey Jones and Rei Morimoto; Financial Services; Retail
  • 21 Dec 2010
  • First Look

First Look: December 21

attractive to new actors, thereby limiting formation of bridging ties to outside clusters; and (3) fragmentation of the small-world network, or the small-world system's inability to retain current clusters. The study uses data on... View Details
  • September 2011
  • Module Note

Orientation to Leadership Intelligence Days, 2011

By: Joshua D. Margolis and Anthony J. Mayo
Julie Bornstein, senior vice president of Sephora Direct, is seeking to double her budget for social media and other digital marketing initiatives for 2011. A number of digital efforts implemented in the past two years seem to be bearing fruit and there is a desire to... View Details
Keywords: Budgets and Budgeting; Borrowing and Debt; Investment Return; Resource Allocation; Marketing Communications; Marketing Strategy; Consumer Behavior; Online Technology; Beauty and Cosmetics Industry
Related

    P.F. Chang's

    Excited yet apprehensive after being named CEO of P.F. Chang's beginning July 1st, 2020, Damola Adamolekun was well aware of the extraordinary challenges facing the firm. The closure of businesses deemed "nonessential" owing to the COVID-19 pandemic had... View Details
    • November 2015 (Revised February 2016)
    • Supplement

    Allianz Turkey: Focus on the Customer (B)

    By: W. Earl Sasser and Gamze Yucaoglu
    At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
    Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
    Related
    • March 2013
    • Teaching Note

    Nestlé: Agricultural Material Sourcing Within the Concept of Creating Shared Value (CSV) (TN)

    By: Ray A. Goldberg and Matthew Preble
    In December 2012, Hans Jöhr, Nestlé's head of corporate agriculture, was preparing to meet with the company's board of directors to discuss its vision for the future related to sustainable agriculture. Nestlé's continued success depended on its ability to access the... View Details
    Keywords: Sustainability; Sustainability Management; Agribusiness; Environmental Sustainability; Food; Nutrition; Agriculture and Agribusiness Industry
    Related
    • 01 Jul 2015
    • Research & Ideas

    A Bank That Takes Parmesan as Collateral: The Cheese Stands a Loan

    Since 1953, the regional bank Credito Emiliano has accepted curious collateral for small-business loans: giant wheels of Parmigiano-Reggiano cheese. Known locally as Credem, the bank is the subject of a new Harvard Business School case... View Details
    Keywords: by Carmen Nobel; Banking; Food & Beverage
    • 13 Jun 2011
    • HBS Case

    Mobile Banking for the Unbanked

    South Africa; and M-PESA, an initiative launched by the mobile network operator Safaricom (in conjunction with Vodafone) to offer a new type of financial service to the poor residents of Kenya. Ultimately, the more successful of the two,... View Details
    Keywords: by Carmen Nobel; Banking; Communications; Telecommunications
    • November–December 2021
    • Article

    Does Gender Matter? The Effect of Management Responses on Reviewing Behavior

    By: Davide Proserpio, Isamar Troncoso and Francesca Valsesia
    We study the effect of management responses on the reviewing behavior of self-identified female and male reviewers. Using data from Tripadvisor, we show that after hotels begin to respond to reviews, the probability that a negative review comes from a self-identified... View Details
    Keywords: Word Of Mouth; Online Reviews; Management Responses; E-commerce; Gender; Prejudice and Bias; Digital Platforms; Customers
    Related
    • March 2011
    • Article

    Talking Past Each Other?: Cultural Framing of Skeptical and Convinced Logics in the Climate Change Debate

    By: Andrew J. Hoffman
    This article analyzes the extent to which two institutional logics around climate change—the climate change “convinced” and the climate change “skeptical” logics—are truly competing or talking past each other in a way that can be described as a logic schism. Drawing on... View Details
    Keywords: Climate Change; Values and Beliefs; Cognition and Thinking; News; Conflict and Resolution
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    • 12 Oct 2011
    • First Look

    First Look: October 12

    decisions. We review relevant psychology, economic theory and predictions, empirical challenges, empirical evidence, new directions such as behavioral signaling, and open questions. Download the paper: http://papers.nber.org/papers/w17333... View Details
    Keywords: Sean Silverthorne
    • November 2015 (Revised February 2016)
    • Case

    Allianz Turkey: Focus on the Customer (A)

    By: W. Earl Sasser and Gamze Yucaoglu
    At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
    Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
    Related
    • 25 May 2011
    • HBS Case

    QuikTrip’s Investment in Retail Employees Pays Off

    expansion. Entering a new market is not cheap: QT's past experience has shown that it takes up to five years or about 50 stores before the brand begins to stand out in consumers' minds. A QuikTrip store... View Details
    Keywords: by Julia Hanna; Retail
    • 05 Feb 2024
    • Research & Ideas

    The Middle Manager of the Future: More Coaching, Less Commanding

    manager may have to reassess plans for career advancement, Zhang says, as organizational titles and job descriptions begin to reflect the changed landscape. As a result, managers may have to look for new... View Details
    Keywords: by Ben Rand
    • Web

    Organizational Behavior - Doctoral

    coursework, students prepare and present a dossier that includes a qualifying paper, at least two other research papers, and a statement outlining a plan for their dissertation. Before beginning work on the dissertation, students must... View Details
    • 19 Sep 2005
    • Research & Ideas

    Rethinking Company Loyalty

    masters to further her own career are also what the company needs. And when firms help workers acquire new skills that support their professional advancement, they often win those workers' commitment—and attract loyal View Details
    Keywords: by Lauren Keller Johnson
    • 25 Oct 2011
    • First Look

    First Look: October 25

    stores are multi-sided platforms (MSPs). We propose a definition that provides a more precise notion of MSPs by requiring that they enable direct interactions between the multiple customer types that are affiliated with them. Several important implications of this... View Details
    Keywords: Sean Silverthorne
    • Program

    Succeeding as a Strategic CFO

    program, you will learn what it takes to meet the demands of the CFO role. You will begin to build a robust set of skills in strategy, communication, and leadership that will enable you to drive innovation and lead organizational change.... View Details
    • Web

    Resumes & Cover Letters - Alumni

    statements. To write an accomplishment statement, state the problem you encountered, the action you took and the result or impact of your actions. For example, "Led team in implementing a new general ledger package by providing expertise... View Details