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  • May 25, 2016
  • Comment

How Consumers and Businesses are Reshaping Public Health

By: John A. Quelch
Healthcare and education are two issues in which citizens around the world, rich and poor, are passionately interested. It has long been appreciated that the way that a society treats its youngest and oldest members says much about its moral maturity. Economic... View Details
Keywords: Healthcare; Consumer Power; Innovation In Healthcare Delivery; Mobile Healthcare; Transition; Transformation; Trends; Customer Satisfaction; Customer Value and Value Chain; Health Care and Treatment; Information; Collaborative Innovation and Invention; Independent Innovation and Invention; Innovation and Management; Innovation Leadership; Management; Marketing; Markets; Planning; Problems and Challenges; Biotechnology Industry; Chemical Industry; Consumer Products Industry; Distribution Industry; Fashion Industry; Food and Beverage Industry; Green Technology Industry; Health Industry; Insurance Industry; Medical Devices and Supplies Industry; Pharmaceutical Industry; Public Administration Industry; South America; North and Central America; Middle East; Europe; Asia
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Quelch, John A. "How Consumers and Businesses are Reshaping Public Health." Harvard Business School Working Knowledge (May 25, 2016).
  • 15 May 2007
  • Working Paper Summaries

I’ll Have the Ice Cream Soon and the Vegetables Later: Decreasing Impatience over Time in Online Grocery Orders

Keywords: by Todd Rogers, Katherine L. Milkman & Max H. Bazerman; Food & Beverage
  • January 2011
  • Case

Aardvark

By: Thomas R. Eisenmann, Alison Berkley Wagonfeld and Lauren Barley
Aardvark is an online social search service that allows users to pose questions and receive answers from other users in their extended social network. The case explores the process that Aardvark's founders used to design and develop their product based on intensive... View Details
Keywords: Business Startups; Customer Focus and Relationships; Customer Satisfaction; Entrepreneurship; Product Design; Product Development; Social and Collaborative Networks; Internet and the Web
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Eisenmann, Thomas R., Alison Berkley Wagonfeld, and Lauren Barley. "Aardvark." Harvard Business School Case 811-064, January 2011.
  • September 2009
  • Teaching Note

HubSpot: Inbound Marketing and Web 2.0 (TN)

By: Thomas J. Steenburgh and Jill Avery
Teaching Note for 509-049. View Details
Keywords: Customer Satisfaction; Technology Adoption; Internet and the Web; Blogs; Media; Markets; Segmentation; Price; Decision Choices and Conditions; Marketing Strategy; Information Technology Industry
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Steenburgh, Thomas J., and Jill Avery. "HubSpot: Inbound Marketing and Web 2.0 (TN)." Harvard Business School Teaching Note 510-043, September 2009.
  • March 2010 (Revised November 2010)
  • Case

Pandora Radio: Fire Unprofitable Customers?

By: Willy C. Shih and Halle Alicia Tecco
Pandora Radio is at a crossroads. Founder Tim Westergren has just been told by a well known VC to get rid of his unprofitable customers in order to get his costs down, but Westergren is not sure that such actions are consistent with his company's business model.... View Details
Keywords: Business Model; Customer Satisfaction; Music Entertainment; Venture Capital; Profit; Growth and Development Strategy; Consumer Behavior; Internet; Media and Broadcasting Industry
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Shih, Willy C., and Halle Alicia Tecco. "Pandora Radio: Fire Unprofitable Customers?" Harvard Business School Case 610-077, March 2010. (Revised November 2010.)
  • 11 Mar 2001
  • Research & Ideas

Wired and Black: Focus on Careers

are," he said. Good managers, he added, should "value what others devalue." "If marketing is the priority, look at manufacturing," Thomas suggested. Seeking Balance In the end, though, all the panelists said job View Details
Keywords: by Carrie Levine
  • 05 May 2015
  • First Look

First Look: May 5

merely distributed value in each era are explored. Although there is no framework yet for how leaders can create value for all stakeholders, we note that a key theme amongst the companies illustrated is that each was able to align stakeholders' interests to a degree... View Details
Keywords: Carmen Nobel
  • 31 Aug 2010
  • First Look

First Look: August 31

and mission to provide its guests and employees an enhanced brand experience. The dilemma Atlantis faced was how to integrate the new vision and mission into all the brand touch points in order to improve customer satisfaction and... View Details
Keywords: Sean Silverthorne
  • 03 Jan 2007
  • First Look

First Look: January 3, 2007

around the globe. As he considers 3i's performance through the first quarter of 2006 (3i's fiscal year 2006), he must balance his satisfaction at the firm's results and progress in the recent buoyant market with the question of whether... View Details
Keywords: Sean Silverthorne
  • 2009
  • Chapter

Creating Superior Customer Value in a Connected World

By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
Keywords: Customer Satisfaction; Customer Value and Value Chain; Consumer Behavior; Product Design; Social and Collaborative Networks; Value Creation
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Gulati, Ranjay. "Creating Superior Customer Value in a Connected World." In Business Network Transformation: Strategies to Reconfigure Your Business Relationships for Competitive Advantage, edited by Jeffrey Word. Jossey-Bass, 2009.
  • October 1991 (Revised August 2000)
  • Case

Becton Dickinson & Company: VACUTAINER Systems Division (Condensed)

By: V. Kasturi Rangan and Frank V. Cespedes
Becton Dickinson, a phenomenally successful company with an 80% market share in the blood collection needles and syringes market faces a change in the customer buying environment (cost containment pressures at hospitals). This forces a reevaluation of the company's... View Details
Keywords: Business Divisions; Customer Satisfaction; Demand and Consumers; Market Participation; Distribution Channels; Success; Corporate Strategy; Value Creation; Health Industry
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Rangan, V. Kasturi, and Frank V. Cespedes. "Becton Dickinson & Company: VACUTAINER Systems Division (Condensed)." Harvard Business School Case 592-037, October 1991. (Revised August 2000.)
  • November 2010 (Revised April 2011)
  • Supplement

Aman Resorts (B)

By: Eugene Soltes and Aldo Sesia
The (B) case describes how employees are rewarded and compensated and is used to supplement the (A) case. View Details
Keywords: Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Compensation and Benefits; Employees; Performance Evaluation; Motivation and Incentives; Accommodations Industry
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Soltes, Eugene, and Aldo Sesia. "Aman Resorts (B)." Harvard Business School Supplement 111-015, November 2010. (Revised April 2011.)
  • 03 Jun 2015
  • What Do You Think?

Is the Time Right for Self-Management?

29 percent, and customer satisfaction scores actually improved when compared to conventionally managed stores. The effort stalled only when the planned strategy was scaled down and Martin's successor halted further expansion of the... View Details
Keywords: by James Heskett; Retail
  • 21 Jun 2004
  • Research & Ideas

Racial Diversity Pays Off

benefits emanating from diversity, the two professors wanted to find a company that already had a lot of diversity in its ranks. This led them to the commercial bank. They then collected human resources data on branch demographics, the results of annual employee... View Details
Keywords: by Martha Lagace
  • 08 Dec 2009
  • First Look

First Look: Dec. 8

themselves (Study 2) at different income levels. Data from two national surveys revealed that while laypeople's predictions were relatively accurate at higher levels of income, they greatly overestimated the impact of income on life View Details
Keywords: Martha Lagace
  • September 1999 (Revised July 2006)
  • Case

Juice Guys (A)

By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
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Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
  • 17 Apr 2006
  • Research & Ideas

Resisting the Seductions of Success

problems—at least, none that his very bright future couldn't take care of. But, by staying in perpetual motion, he is able to substitute a stream of successes and satisfactions for the hard work of grappling with bigger questions about... View Details
Keywords: by Joseph L. Badaracco Jr.; Entertainment & Recreation; Information; Publishing
  • Research Summary

Overview

By: Ethan S. Bernstein
I have spent my career studying novel talent management practices and their effect on collaboration and performance. My core research focuses on two interrelated organizational trends that have become salient in the 21st century: workplace transparency (who gets to... View Details
Keywords: Privacy; Transparency; Productivity; Field Experiments; Communication; Design; Human Resources; Leadership; Management; Organizational Design; Organizational Structure; Performance; Groups and Teams; Networks; Behavior; Social and Collaborative Networks; Satisfaction; North America; Europe; Asia; China; Japan; Latin America
  • 17 Sep 2001
  • Research & Ideas

Let Customers Call the Shots

programs, your satisfaction with existing networks is not so low that you are crying for a revolution. The same is true of advertising: of course, we would prefer not to be bombarded by irrelevant messages, but on the other hand we have... View Details
Keywords: by Martha Lagace
  • 11 Jan 2000
  • Research & Ideas

Calling All Managers: How to Build a Better Call Center

of an organization," they continue. "How well a business is able to manage and implement the service delivery process has a direct effect on retention of existing clients, and can have a significant impact on acquiring new business. The result is that View Details
Keywords: by Martha Lagace; Service; Financial Services
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