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  • All HBS Web  (2,488)
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← Page 24 of 2,488 Results →
  • 07 Jul 2015
  • News

Doing Good Scientifically

  • August 1995 (Revised January 1997)
  • Exercise

Consumer Behavior Exercise (E)

By: John A. Deighton and Susan M. Fournier
Students are instructed to interview a recent purchaser of a high-involvement product or service in depth about his/her ownership and usage experiences. The exercise provides students with first-hand understanding of important concepts in consumption domain (e.g.,... View Details
Keywords: Consumer Behavior
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Deighton, John A., and Susan M. Fournier. "Consumer Behavior Exercise (E)." Harvard Business School Exercise 596-043, August 1995. (Revised January 1997.)
  • April 2008 (Revised October 2008)
  • Case

TD Canada Trust (A): The Green and the Red

By: Dennis Campbell and Brent Kazan
The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada
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Campbell, Dennis, and Brent Kazan. "TD Canada Trust (A): The Green and the Red." Harvard Business School Case 108-005, April 2008. (Revised October 2008.)
  • March 2021
  • Article

Last Place Aversion in Queues

By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details
Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
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Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
  • February 2016 (Revised May 2016)
  • Case

Dinr: My First Start-up (A)

By: Shikhar Ghosh and Kristina Maslauskaite
In May 2012, a young employee at Google's London office, Markus Berger, was thinking whether he should quit his job and go after his dream of becoming an entrepreneur. Berger's idea was to create Dinr, a company that would offer an upscale food ingredient delivery... View Details
Keywords: Exit Strategy; Startup; Start-up; Business Exit or Shutdown; Business Startups; Entrepreneurship; Food
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Ghosh, Shikhar, and Kristina Maslauskaite. "Dinr: My First Start-up (A)." Harvard Business School Case 816-080, February 2016. (Revised May 2016.)
  • September 1999 (Revised October 2000)
  • Case

Eggrock Partners, LLC (A)

By: Thomas J. DeLong, Myra M. Hart and Sharon Peyus
Explores the challenges of choosing how to grow a professional services firm (PSF). Before developing a growth strategy, the partners need to agree on what business(es) the company should be in. Each of the three partners has differing views of what the company should... View Details
Keywords: Entrepreneurship; Business or Company Management; Growth and Development Strategy; Business Model; Expansion; Business Processes; Industry Structures; Customer Focus and Relationships; Employees; Partners and Partnerships; Service Industry
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DeLong, Thomas J., Myra M. Hart, and Sharon Peyus. "Eggrock Partners, LLC (A)." Harvard Business School Case 800-047, September 1999. (Revised October 2000.)
  • 23 Sep 2020
  • News

Cranky customers, masked smiles redefine workplace culture: ‘Feels like we’re strangers’

  • February 1995 (Revised June 1999)
  • Case

Chemical Bank: Implementing the Balanced Scorecard

By: Robert S. Kaplan and Norman Klein
The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business. It wishes to implement a new strategy to become a preferred financial service provider to target customer groups.... View Details
Keywords: Balanced Scorecard; Adoption; Growth and Development Strategy; Communication Strategy; Customer Relationship Management; Management Systems; Performance Evaluation; Banks and Banking; Measurement and Metrics; Banking Industry
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Kaplan, Robert S., and Norman Klein. "Chemical Bank: Implementing the Balanced Scorecard." Harvard Business School Case 195-210, February 1995. (Revised June 1999.)
  • August 1995 (Revised January 1997)
  • Exercise

Consumer Behavior Exercise (F)

By: John A. Deighton and Susan M. Fournier
Students are instructed to interview a recent purchaser of a high-involvement/ego-expressive product or service in depth about his/her ownership and usage experiences. The exercise provides students with first-hand understanding of important concepts in consumption... View Details
Keywords: Consumer Behavior
Citation
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Deighton, John A., and Susan M. Fournier. "Consumer Behavior Exercise (F)." Harvard Business School Exercise 596-044, August 1995. (Revised January 1997.)
  • August 1995 (Revised January 1997)
  • Exercise

Consumer Behavior Exercise (D)

By: John A. Deighton and Susan M. Fournier
Students are instructed to interview a recent purchaser of a low-involvement product or service in depth about his/her ownership and usage experiences. The exercise provides students with first-hand understanding of important concepts in consumption domain (e.g.,... View Details
Keywords: Consumer Behavior
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Deighton, John A., and Susan M. Fournier. "Consumer Behavior Exercise (D)." Harvard Business School Exercise 596-042, August 1995. (Revised January 1997.)

    Rob Markey

    Rob Markey is a Senior Lecturer of Business Administration in the Technology and Operations Unit at Harvard Business School. He teaches Managing Service Operations in the MBA elective curriculum. The course focuses on how to effectively design,... View Details

    • 05 Jul 2021
    • What Do You Think?

    Do Companies Really Need Chief Experience Officers to Know Their Customers?

    The Pinto was the last vehicle for rent. I had hoped to sneak into the lot unseen. Unfortunately, the GM customer service team, for whom I was an outside consultant, spotted me as I entered the lot. The... View Details
    Keywords: by James Heskett
    • November 1990 (Revised June 1991)
    • Case

    American Airlines (A): Strategy in the 1990s

    By: Jay W. Lorsch and Gary W. Loveman
    American Airlines is pursuing a growth strategy through international and domestic route expansion. At the same time, the airline is working hard to cut costs while trying to provide the best customer service possible. Is this strategy achievable given the recent surge... View Details
    Keywords: Expansion; Air Transportation; Cost Management; Customer Focus and Relationships; Growth and Development Strategy; Air Transportation Industry; United States
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    Lorsch, Jay W., and Gary W. Loveman. "American Airlines (A): Strategy in the 1990s." Harvard Business School Case 491-044, November 1990. (Revised June 1991.)
    • 26 Jul 2010
    • News

    Yes, You Can Raise Prices in a Downturn

    • Article

    Know Your Customers' 'Jobs to Be Done'

    By: Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan
    Firms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors, product developers focus too much on building customer profiles and looking for correlations in data. To create... View Details
    Keywords: Customer Relationship Management
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    Christensen, Clayton M., Taddy Hall, Karen Dillon, and David S. Duncan. "Know Your Customers' 'Jobs to Be Done'." Harvard Business Review 94, no. 9 (September 2016): 54–62.
    • November 2021 (Revised December 2024)
    • Case

    Kermit PPI

    By: Kyle Myers, Matt Grennan and Sarah Mehta
    Launched in 2011, Kermit PPI helped hospitals save money on expensive orthopedic implants and devices by enabling them to renegotiate their contracts with device manufacturers and better monitor compliance. In 2021, as they look to grow, they are entertaining two... View Details
    Keywords: Health; Health Care and Treatment; Strategy; Expansion; Information Technology; Applications and Software; Supply Chain; Supply Chain Management; Contracts; Health Industry; Technology Industry; Medical Devices and Supplies Industry; United States; Maryland
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    Myers, Kyle, Matt Grennan, and Sarah Mehta. "Kermit PPI." Harvard Business School Case 622-007, November 2021. (Revised December 2024.)
    • 18 Apr 2007
    • HBS Case

    How Magazine Luiza Courts the Poor

    "Magazine Luiza: Building a Retail Model of 'Courting the Poor.'" "Magazine Luiza has made a business of targeting the bottom of the pyramid and is beloved as a company by employees and customers alike," Frei says.... View Details
    Keywords: by Julia Hanna; Retail
    • August 2007 (Revised July 2008)
    • Case

    HCL Technologies (A)

    By: Linda A. Hill, Tarun Khanna and Emily Stecker
    When Vineet Nayar became president of HCL Technologies, a global IT services business, in April 2005, he knew the company needed drastic change. Since its founding as a hardware company in the 1970s, HCL had grown into an enterprise with $3.7 billion in revenues and a... View Details
    Keywords: Customer Relationship Management; Multinational Firms and Management; Employee Relationship Management; Leading Change; Organizational Change and Adaptation; Competition; Service Industry; Service Industry; India
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    Hill, Linda A., Tarun Khanna, and Emily Stecker. "HCL Technologies (A)." Harvard Business School Case 408-004, August 2007. (Revised July 2008.)
    • April 2025
    • Case

    Thrivent: From Insurance Agents to Financial Advisors

    By: Hubert Joly, Leonard A. Schlesinger and Tom Quinn
    Thrivent, a midwestern financial services company with a centuries-long history rooted in Lutheranism, had reached $10 billion in revenue mostly by selling life insurance. In the 2020s, however, CEO Terry Rasmussen began a transformation process centered around the... View Details
    Keywords: Change Management; Transformation; Talent and Talent Management; Customer Focus and Relationships; Customer Value and Value Chain; Forecasting and Prediction; Employee Relationship Management; Retention; Selection and Staffing; Job Design and Levels; Human Capital; Leading Change; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Financial Services Industry; Financial Services Industry; United States; Minneapolis
    Citation
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    Joly, Hubert, Leonard A. Schlesinger, and Tom Quinn. "Thrivent: From Insurance Agents to Financial Advisors." Harvard Business School Case 325-047, April 2025.
    • February–March 2013
    • Article

    The Mobile Banking and Payment Revolution

    By: Sunil Gupta
    Mobile technology is revolutionizing the global banking and payment industry. It offers new opportunities for banks to provide added convenience to their existing customers in developed countries and reach a large population of unbanked customers in emerging markets.... View Details
    Keywords: Emerging Markets; Cross-Cultural and Cross-Border Issues; Mobile and Wireless Technology; Banks and Banking; Banking Industry
    Citation
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    Gupta, Sunil. "The Mobile Banking and Payment Revolution." European Financial Review (February–March 2013), 3–6.
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