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Show Results For
- All HBS Web
(9,387)
- People (26)
- News (2,135)
- Research (5,642)
- Events (46)
- Multimedia (79)
- Faculty Publications (3,711)
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- Web
Shad Hall | About
distinction, significantly increasing investor protections and insider-trading prosecutions while reducing the costs and simplifying the paperwork involved in corporate financing. After stepping down from that post in 1987, he continued... View Details
- March 2025
- Case
Sarojini Naidu: Courage of the Nightingale
By: Ranjay Gulati, Malini Sen and Anjali Raina
Indian poet and freedom fighter and mother of four, Sarojini (Chattopadhyay) Naidu, could not hold back. As the protestors marched ahead without retaliating against the police’s blows, she stepped forward to join them. A British officer approached Naidu and touched her... View Details
- April 2009 (Revised August 2010)
- Case
Buro Happold
By: Robert G. Eccles and Kerry Herman
Padraic Kelly became Managing Director (MD) of the engineering services firm Buro Happold in 1996. One of his first initiatives was "Aim for Growth," which was intended to help the firm grow beyond its current size where it was constrained by a structure of having each... View Details
Keywords: Training; Entrepreneurship; Leadership Development; Growth and Development Strategy; Management Skills; Organizational Culture; Programs
Eccles, Robert G., and Kerry Herman. "Buro Happold." Harvard Business School Case 409-021, April 2009. (Revised August 2010.)
- 2010
- Book
A Call for Judgment: Sensible Finance for a Dynamic Economy
By: Amar Bhide
Our prosperity requires the enterprise of innumerable individuals and businesses who exercise their imagination and judgment—and bear responsibility for outcomes. And it is through dialogue and relationships that widespread enterprise is fostered, not merely prices in... View Details
Keywords: Recession; Banking; Banks; Finance; Economics; Macroeconomics; Banks and Banking; Banking Industry; Financial Services Industry
Bhide, Amar. A Call for Judgment: Sensible Finance for a Dynamic Economy. Oxford University Press, 2010.
- Teaching Interest
Overview
Launching Technology Ventures
Launching Technology Ventures (LTV) is designed for students who are actively working on their own startups or who will work at early-stage startups. The course material is, in particular, focused on new businesses in the... View Details
- 01 Oct 2014
- What Do You Think?
Is Too Much Focus a Problem?
Summing Up What Are the Antidotes to Too Much Focus? Individuals and organizations suffer from too much focus much of the time. That was the sense of the majority of responses View Details
Keywords: by James Heskett
- July–August 2017
- Article
Why Outlet Stores Exist: Averting Cannibalization in Product Line Extensions
By: Donald Ngwe
Outlet stores are a large and growing component of many firms' retailing strategies, particularly in the fashion industry. Outlet stores offer attractive prices in locations far from central shopping districts. The main perspectives on why outlet stores exist can be... View Details
Keywords: Fashion; Industrial Organization; Outlet Stores; Price Discrimination; Retail; Channel Management; Luxury; Product Marketing; Price; Retail Industry; Fashion Industry
Ngwe, Donald. "Why Outlet Stores Exist: Averting Cannibalization in Product Line Extensions." Marketing Science 36, no. 4 (July–August 2017): 523–541.
- Web
Student Research - Doctoral
Student Research Student Research Examining critical issues in management Featured Research Organizational Emplacement as a Response to Digital Threat: The Novel Resurgence of Independent Bookstores By: Ryan... View Details
- February 2008 (Revised May 2008)
- Supplement
Lincoln Financial Group (C)
LFG reorganizes its business in order to improve customer intimacy. However, to implement the strategy, they need to effect significant changes in the skills of their salespeople. This case series straddles human resource management, corporate strategy, and sales... View Details
Keywords: Organizational Change and Adaptation; Salesforce Management; Customer Focus and Relationships; Financial Services Industry
Godes, David B., and David Lane. "Lincoln Financial Group (C)." Harvard Business School Supplement 508-030, February 2008. (Revised May 2008.)
- 27 Feb 2019
- Research & Ideas
The Hidden Cost of a Product Recall
significant, the researchers say. Competitors ramp up major innovation efforts in response to rival recalls. Large-scale new product development projects cost more, take longer View Details
- 01 Jun 2023
- News
Bridging the ESG Data Gap
opportunity and responsibility to tackle the most pressing issues of our time,” she states. “Our company empowers venture investors and founders View Details
Keywords: Deborah Blagg
- 2020
- Discussion Paper
Acting Now While Preparing for Tomorrow: Competitiveness Upgrading Under the Shadow of COVID-19
By: Christian H.M. Ketels and Peter Clinch
This paper aims to provide policy makers, especially those focused on the longer-term growth potential
of their countries, with an initial framework to think about their action priorities in the context of the
overall COVID-19 response. Our focus is on the... View Details
Keywords: Competitiveness; COVID-19 Pandemic; Competition; Government Administration; Health Pandemics; Economy; Supply Chain; Safety
Ketels, Christian H.M., and Peter Clinch. "Acting Now While Preparing for Tomorrow: Competitiveness Upgrading Under the Shadow of COVID-19." Discussion Paper, Institute for Strategy and Competitiveness, Boston, MA, US, 2020.
- 04 Nov 2010
- What Do You Think?
Why Do We Chase Stars?
Summing Up Three themes appear to characterize many of the responses to this month's column: (1) leadership talent is portable, (2) the reasons that we chase stars are... View Details
Keywords: by Jim Heskett
- 01 Jun 2024
- News
Quantum Leap
it,” he says. That intuition has served him well: Over the past three decades, Levy has founded and led several tech companies and played a role as an investor and board member at dozens more. Now he and his team of scientists and... View Details
- October 2017 (Revised October 2022)
- Case
JetBlue: Relevant Sustainability Leadership
By: George Serafeim
In 2017, JetBlue, the airline founded on the mission to “bring humanity back to air travel,” was considering becoming one of the first companies to report its sustainability performance according to the Sustainability Accounting Standards Board (SASB) standards. SASB... View Details
Keywords: Sustainability; Metrics; Leadership And Change Management; Airlines; Innovation; Purpose; ESG; ESG (Environmental, Social, Governance) Performance; Sustainability Reporting; Change Management; Leadership; Financial Reporting; Environmental Sustainability; Mission and Purpose; Reports; Competitive Strategy; Measurement and Metrics; Corporate Social Responsibility and Impact; Air Transportation Industry; United States
Serafeim, George, and David Freiberg. "JetBlue: Relevant Sustainability Leadership (A)." Harvard Business School Case 118-030, October 2017. (Revised October 2022.)
- Web
For Alumni - Entrepreneurship
specifically for HBS alumni. These Advisors are a highly curated group of exceptional, experienced entrepreneurs and investors from all over the world. Harvard Launch Lab X GEO Launch Lab X GEO is a global innovation accelerator... View Details
- 11 Nov 2013
- Working Paper Summaries
Increased Speed Equals Increased Wait: The Impact of a Reduction in Emergency Department Ultrasound Order Processing Time
- Research Summary
Growing as a Purposeful Leader
Leaders today have to lead in the context of extraordinary changes and challenges. The demands of today's stakeholders have risen significantly, and what is expected of senior leaders is quickly evolving in terms of their mission (more than profit),... View Details
- February 2008 (Revised February 2008)
- Supplement
Lincoln Financial Group (B): Making LFD a Reality
LFG reorganizes its business in order to improve customer intimacy. However, to implement the strategy, they need to effect significant changes in the skills of their salespeople. This case series straddles human resource management, corporate strategy, and sales... View Details
Keywords: Organizational Change and Adaptation; Customer Focus and Relationships; Financial Services Industry
Godes, David B., and David Lane. "Lincoln Financial Group (B): Making LFD a Reality." Harvard Business School Supplement 508-029, February 2008. (Revised February 2008.)