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Show Results For
- All HBS Web
(3,000)
- People (5)
- News (396)
- Research (2,365)
- Events (6)
- Multimedia (3)
- Faculty Publications (1,594)
- 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.)
- January 2012 (Revised January 2014)
- Case
Hengdeli: The Art of Coexistence
By: Rohit Deshpandé and Nancy Hua Dai
In October 2011, Zhang Yuping, founder and chairman of Hengdeli, the largest Swiss watch retailer in the world, wondered how to work more closely with its key suppliers—Swatch Group, Richemont Group, LVMH Group, and Rolex Group—to maintain strong growth in the Greater... View Details
Deshpandé, Rohit, and Nancy Hua Dai. "Hengdeli: The Art of Coexistence." Harvard Business School Case 512-058, January 2012. (Revised January 2014.)
- January 1996 (Revised November 1997)
- Case
Weston Presidio Offshore Capital: Confronting the Fundraising Challenge
By: Josh Lerner
Weston Presidio Capital encounters substantial difficulties while raising its first fund. The incentives and roles of investment advisors ("gatekeepers") pension funds and consultants are explored. The relationship with lead investors is considered. View Details
Keywords: Private Equity; Financing and Loans; Investment Funds; Markets; Problems and Challenges; Relationships; Motivation and Incentives; Financial Services Industry
Lerner, Josh. "Weston Presidio Offshore Capital: Confronting the Fundraising Challenge." Harvard Business School Case 296-055, January 1996. (Revised November 1997.)
- 26 Sep 2011
- HBS Case
HBS Cases: Lady Gaga
Searched-For Female," as recorded by Google, and made international headlines for donning a dress made of red meat, which Time Magazine called the top fashion statement of 2010. “Gaga is a marketing phenomenon” So it's almost... View Details
- 07 Apr 2020
- Research & Ideas
What Customers Need to Hear from You During the COVID Crisis
empathy, to act based on facts, and to be part of the global solution. About the Authors Dr. Jill Avery is an authority on brand management and customer relationship management and a senior lecturer in the View Details
Keywords: by Jill Avery and Richard Edelman
- 14 Nov 2007
- First Look
First Look: November 14, 2007
protection that investors need for financial markets to develop? This paper contributes to the literature that studies the connection between law and finance by looking at the relationship between legal... View Details
Keywords: Martha Lagace
- 18 Oct 2004
- Research & Ideas
The Bias of Wall Street Analysts
analysts perform is assessing the need for external financing to fund operations. Thus, analysts are already intimately aware of what financing needs a company is likely to have. Accordingly, in periods leading up to a need to go to View Details
- June 2013 (Revised March 2016)
- Case
Estonia: Transition, EU Membership, and the Euro
By: Michael E. Porter, Christian Ketels and Örjan Sölvell
The case discusses the economic development of Estonia, covering specifically the period from regaining independence from the Soviet Union in 1991 until 2015. It tracks the process from the initial transition towards a market economy to becoming an EU member country,... View Details
Keywords: Economy; Macroeconomics; Microeconomics; Policy; Government and Politics; Organizational Change and Adaptation; Strategy; Estonia
Porter, Michael E., Christian Ketels, and Örjan Sölvell. "Estonia: Transition, EU Membership, and the Euro." Harvard Business School Case 713-479, June 2013. (Revised March 2016.)
- 2003
- Article
Size of the Pie and Share of the Pie: Implications of Structural Embeddedness for Value Creation and Value Appropriation in Joint Ventures
By: Ranjay Gulati and Lihua Wang
This chapter examines the factors that may influence the total value created in a joint venture (JV) and also the relative value appropriated by each partner in the venture. We look at the effects of both partners' embeddedness in prior networks of relationships and... View Details
Gulati, Ranjay, and Lihua Wang. "Size of the Pie and Share of the Pie: Implications of Structural Embeddedness for Value Creation and Value Appropriation in Joint Ventures." Research in the Sociology of Organizations 20 (2003): 209–242.
- 25 Jan 2000
- Research & Ideas
Strategic Alliances
development he terms "the collaborative continuum." "Recognizing that relationships can evolve along this continuum, forward or backward," he says, "is a useful strategic tool for managers who are assessing what type of View Details
Keywords: by Nancy O. Perry
- February 2021
- Article
Trust and Disintermediation: Evidence from an Online Freelance Marketplace
By: Grace Gu and Feng Zhu
As an intermediary improves trust between the two sides of its market to facilitate matching and transactions, it faces an increased risk of disintermediation: with sufficient trust, the two sides may circumvent the intermediary to avoid the intermediary’s fees. In... View Details
Keywords: Disintermediation; Intermediaries; Online Marketplace; Platform Strategy; Trust; Marketplace Matching; Digital Platforms
Gu, Grace, and Feng Zhu. "Trust and Disintermediation: Evidence from an Online Freelance Marketplace." Management Science 67, no. 2 (February 2021): 794–807.
- September 2017 (Revised April 2022)
- Case
Tempur Sealy International (A)
By: Benjamin C. Esty and Lauren G. Pickle
This case explores the long-term relationship between Tempur Sealy (TPX, a mattress manufacturer) and Mattress Firm (MFRM, a bedding retailer and TPX's largest customer). For almost 20 years, the firms enjoyed a mutually beneficial and commercially prosperous... View Details
Keywords: Porter's 5 Forces; Bargaining Power; Buyer Power; Customer Power; Supplier Power; Negotiations; Value Capture; Consumer Durables; Consumer Discretionary; Mattresses; B-2-B; Industry Dynamics; Compensation; Corporate Strategy; Business Strategy; Value Creation; Competition; Cooperation; Private Equity; Distribution; Negotiation; Industry Structures; Customers; Relationships; Leadership; Distribution Industry; Manufacturing Industry; Retail Industry; Consumer Products Industry; United States; South Africa
Esty, Benjamin C., and Lauren G. Pickle. "Tempur Sealy International (A)." Harvard Business School Case 718-422, September 2017. (Revised April 2022.)
- 01 May 2006
- Research & Ideas
What Companies Lose from Forced Disclosure
concerns occur whenever employees take into account the impact of their current actions on their future career. In essence, whenever the internal and/or external labor market observes a performance measure that helps revise its beliefs... View Details
- October 2015
- Article
The Multinational Firm and Geopolitics: Europe, Russian Energy, and Power
By: Rawi Abdelal
Multinational firms unavoidably exert influence over politics through power that is generated by both structure and process. While both political economy and management scholars address international firms, neither field has an adequate understanding of the reciprocal... View Details
Abdelal, Rawi. "The Multinational Firm and Geopolitics: Europe, Russian Energy, and Power." Business and Politics 17, no. 3 (October 2015): 553–576.
- 01 Aug 2005
- What Do You Think?
Is There an “Efficient Market” in CEO Compensation?
efficient markets might argue that these are merely a reflection of the scarcity of supply among those thought to be able to lead large organizations. And yet there is evidence of little or no relationship... View Details
Keywords: by James Heskett
- 23 Dec 2002
- Research & Ideas
Partnering and the Balanced Scorecard
and friendly employees. Mobil decided to focus its marketing efforts on building long-term relationships with such consumers. It developed loyalty programs, based on a new SpeedpassTM payment mechanism (an... View Details
Keywords: by Robert S. Kaplan & David P. Norton
- Research Summary
Overview
By: Eva Ascarza
Professor Ascarza’s research primarily focuses on providing researchers and marketers a better understanding of how to manage customer retention so as to reduce churn and increase firm’s profitability. She addresses these issues by building empirical models of customer... View Details
- 29 Jan 2007
- Research & Ideas
The Business Press Is a Watchdog that Bites
analysts, but it's not clear that the analysts were actually uncovering fraud. In the twenty-some situations where an analyst was a source, only four or five identified a problem in writing in advance of the fraud. Market tests showed... View Details
- 12 Oct 1999
- Research & Ideas
Porter’s Perspective: Competing in the Global Economy
improve their economic competitiveness by building on their competitive advantage. We must shift from a poverty-reduction mentality to one of creating income and wealth through the market economy. Q: Thank you, Professor Porter. View Details
Keywords: Re: Michael E. Porter
- Research Summary
Institutional influences on the firm: cross-country comparisons
A third stream of work examines the influence of country institutions on firms in a cross-country comparative context. In a paper co-authored with Jordan Siegel (published in Management Science in 2009), we employed a quasi-natural experiment: a... View Details