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  • October 1982 (Revised January 1985)
  • Supplement

Federal Express: Customer Service Department -- Cosmos System and Interview with Heinz Adam, Video

Citation
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Lovelock, Christopher H. "Federal Express: Customer Service Department -- Cosmos System and Interview with Heinz Adam, Video." Harvard Business School Video Supplement 883-501, October 1982. (Revised January 1985.)
  • June 2016
  • Teaching Note

Relating to Peapod

By: Jill Avery and Susan Fournier
This case concerns the topics of relationship marketing, customer acquisition and retention, brand loyalty, service failure and recovery, new product introduction, and the use of consumer ethnography to study consumer behavior. Specifically, the case explores the... View Details
Keywords: Brand Management; Customer Relationship Management; CRM; Customer Behavior; Consumer Behavior; Retailing; Marketing; Marketing Strategy; Brands and Branding; Marketing Channels; E-commerce; Retail Industry; United States
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Avery, Jill, and Susan Fournier. "Relating to Peapod." Harvard Business School Teaching Note 316-175, June 2016.
  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
  • 2016
  • Working Paper

The Effect of Financial Performance Measurement on Customer Satisfaction: A Field Experiment in China

By: Daniel A. Brown
Citation
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Brown, Daniel A. "The Effect of Financial Performance Measurement on Customer Satisfaction: A Field Experiment in China." Working Paper, December 2016.
  • 1998
  • Book

Marketing Kakushin no Jidai 1: Kokyaku Souzou (The Age of Marketing Innovation 1: Customer Creation)

By: Mitsuaki Shimaguchi, Hirotaka Takeuchi, Hotaka Katahira and Junzou Ishii
Keywords: Innovation and Invention; Marketing; Customers
Citation
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Shimaguchi, Mitsuaki, Hirotaka Takeuchi, Hotaka Katahira, and Junzou Ishii. Marketing Kakushin no Jidai 1: Kokyaku Souzou (The Age of Marketing Innovation 1: Customer Creation). Tokyo: Yūhikaku, 1998, Japanese ed.
  • May 2005
  • Article

Customer Anger at Price Increases, Changes in the Frequency of Price Adjustment and Monetary Policy

By: Julio J. Rotemberg
Keywords: Customers; Price; Change; Money; Policy
Citation
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Rotemberg, Julio J. "Customer Anger at Price Increases, Changes in the Frequency of Price Adjustment and Monetary Policy." Journal of Monetary Economics 52, no. 4 (May 2005): 829–852.
  • December 2018 (Revised June 2021)
  • Case

Bulb 2015: Foundation

By: John R. Wells and Benjamin Weinstock
In late August 2015, Amit Gudka and Hayden Wood, co-founders of Bulb, Ltd (Bulb), were ready to offer affordable renewable energy to the United Kingdom’s 27 million households. They hoped to capitalize on the hundreds of thousands of customers switching their energy... View Details
Keywords: Green Energy; Start-up; Launch; Customer Acquisition; Customer Churn; Customer Engagement; Electricity; Resources; Growth Strategy; B-Corp; Entrepreneurial Journey; Entrepreneurial Management; Start-ups; Renewable Energy; Business Startups; Business Plan; Business Model; Working Capital; Customers; Growth and Development Strategy; United Kingdom
Citation
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Wells, John R., and Benjamin Weinstock. "Bulb 2015: Foundation." Harvard Business School Case 719-440, December 2018. (Revised June 2021.)
  • Teaching Interest

Managing Service Operations - MBA Elective Curriculum

By: Ryan W. Buell

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details

Keywords: Service Delivery; Customer Satisfaction; Customer Loyalty; Quality; Employees; Service Models; Service Industry
  • 2002
  • Chapter

Cooperative Customer Management: Is There Strategic Potential for a New Relationship between Retail and Industry?

By: Christian H.M. Ketels, Dirk Seifert and Alexander Kracklauer
Keywords: Customer Relationship Management; Cooperation; Supply Chain Management; Retail Industry; Manufacturing Industry
Citation
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Ketels, Christian H.M., Dirk Seifert, and Alexander Kracklauer. "Cooperative Customer Management: Is There Strategic Potential for a New Relationship between Retail and Industry?" In Consulting 2002, edited by Felix Breichenstein. Frankfurt, Germany: FAZ-Verlag, 2002.
  • 13 May 2010
  • Conference Presentation

Reorganize for Resilience: Putting Customers at the Center of Your Organization to Realize Profitable Growth

By: Ranjay Gulati
Keywords: Customers; Organizations; Growth and Development; Profit
Citation
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Gulati, Ranjay. "Reorganize for Resilience: Putting Customers at the Center of Your Organization to Realize Profitable Growth." , May 13, 2010.
  • 19 Oct 2010
  • Conference Presentation

Reorganize for Resilience: Putting Customers at the Center of Your Organization to Realize Profitable Growth

By: Ranjay Gulati
Keywords: Customers; Organizations; Growth and Development; Profit
Citation
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Gulati, Ranjay. "Reorganize for Resilience: Putting Customers at the Center of Your Organization to Realize Profitable Growth." Paper presented at the Midwest ACG Capital Connection, Association for Corporate Growth, Chicago, IL, October 19, 2010.
  • April 2007 (Revised April 2011)
  • Teaching Note

Slots, Tables, and All that Jazz: Managing Customer Profitability at the MGM Grand Hotel (TN)

By: Dennis Campbell and Francisco de Asis Martinez-Jerez
Teaching note to 106029. View Details
Keywords: Games, Gaming, and Gambling; Customers; Profit; Accommodations Industry
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Campbell, Dennis, and Francisco de Asis Martinez-Jerez. "Slots, Tables, and All that Jazz: Managing Customer Profitability at the MGM Grand Hotel (TN)." Harvard Business School Teaching Note 107-072, April 2007. (Revised April 2011.)
  • June 2018 (Revised January 2020)
  • Case

Sony

By: Stefan Thomke, Atsushi Osanai and Akiko Kanno
Sony used to be synonymous with "innovation" and "cool products." The case reveals how the company lost its edge and describes the leadership initiatives to restore its former glory. In 2012, Kazuo (Kaz) Hirai becomes CEO and successfully transforms Sony, including a... View Details
Keywords: Customer Experience; Product Differentiation; Transformation; Leadership Style; Technology Adoption; Leading Change; Electronics Industry; Media and Broadcasting Industry; Video Game Industry; Japan
Citation
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Thomke, Stefan, Atsushi Osanai, and Akiko Kanno. "Sony." Harvard Business School Case 618-045, June 2018. (Revised January 2020.)
  • January 2020
  • Case

Banorte Móvil: Data-Driven Mobile Growth

By: Ayelet Israeli, Carla Larangeira and Mariana Cal
In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details
Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America
Citation
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Israeli, Ayelet, Carla Larangeira, and Mariana Cal. "Banorte Móvil: Data-Driven Mobile Growth." Harvard Business School Case 520-068, January 2020.
  • 5 Aug 2019
  • Other Presentation

3 Elements for Creating Extraordinary Retail Experiences

By: Jeffrey F. Rayport
Keywords: Retail; Customer Experience
Citation
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Rayport, Jeffrey F. "3 Elements for Creating Extraordinary Retail Experiences." #130 Retail Gets Real Podcast, National Retail Federation, August 5, 2019.
  • June 1997
  • Article

Customization or Conformity? An Institutional and Network Perspective on the Content and Consequences of TQM Adoption

By: Ranjay Gulati, James Westphal and Steve Shortell
Keywords: Networks; Management
Citation
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Gulati, Ranjay, James Westphal, and Steve Shortell. "Customization or Conformity? An Institutional and Network Perspective on the Content and Consequences of TQM Adoption." Administrative Science Quarterly 42, no. 2 (June 1997): 366–394. (Winner of Academy of Management. Organization and Management Theory Division. Best Paper Award For the empirical or conceptual paper submitted to the Academy of Management annual meeting that offers a significant contribution to the field of organization and management theory presented by Academy of Management. Also appeared in the Academy of Management Best Papers Proceedings.)
  • December 2014 (Revised February 2020)
  • Case

Compass Group: The Ascension Health Decision

By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Strategy; Customer Focus and Relationships; Service Industry; Health Industry; United States
Citation
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Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Case 615-026, December 2014. (Revised February 2020.)
  • April 2022
  • Teaching Note

Banorte Móvil: Data-Driven Mobile Growth

By: Ayelet Israeli and Carla Larangeira
In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details
Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America
Citation
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Israeli, Ayelet, and Carla Larangeira. "Banorte Móvil: Data-Driven Mobile Growth." Harvard Business School Teaching Note 522-095, April 2022.
  • March 2020 (Revised April 2020)
  • Case

CarTrade

By: Rajiv Lal and Shreya Ramachandran
Vinay Sanghi, the founder and CEO of CarTrade, had been trying different business strategies to keep the company, which he founded in 2010 as an online marketplace for used and new cars, profitable and on track for growth. In a crowded and disorganized dealer... View Details
Keywords: Online Marketplace; Automobiles; Customer Base; Internet and the Web; Growth and Development Strategy; Business Model; Financing and Loans; E-commerce; Digital Platforms; Digital Marketing; Auto Industry; Retail Industry; India; Mumbai
Citation
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Lal, Rajiv, and Shreya Ramachandran. "CarTrade." Harvard Business School Case 520-088, March 2020. (Revised April 2020.)
  • January 2015
  • Case

Eataly: Reimagining the Grocery Store

By: Sunil Gupta, Michela Addis and Ruth Page
Within a few years of its operations, the Italian-based supermarket Eataly created a lot of buzz and excitement among consumers and media. Eataly's initial success was even more impressive in an industry known for its intense competition and low margins. How did Eataly... View Details
Keywords: Customer Engagement; Innovation; Retailing; Supermarkets; Agribusiness; Customers; Entrepreneurship; Food; Marketing; Retail Industry; Food and Beverage Industry; Europe; Asia; North and Central America
Citation
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Gupta, Sunil, Michela Addis, and Ruth Page. "Eataly: Reimagining the Grocery Store." Harvard Business School Multimedia/Video Case 515-708, January 2015.
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