Customer Relations - Publications - Faculty & Research

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National Markets - The Art of American Advertising

“Household routines involved making fewer things and purchasing more; consumption became a major part of the work of the household,” cultural historian Susan Strasser asserts. “Formerly customers , purchasing the objects of daily life... View Details

11 Apr 2024
News

Mission Control

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Hi, this is Dan Morrell, host of Skydeck. By the time Peter Platzer (MBA 2002) was a teenager, he knew he wanted to be a physicist—and he was fascinated by space, eagerly engrossed in space-time diagrams... View Details

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HBS - Financials | Supplemental Financial Information

rebound at the end of the fiscal year. Revenue from Press, which has historically been dependent on sales at airports, bookstores, and other retail locations, improved 4 percent from the prior year. The growth was related partly to... View Details

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Technology & Operations Management Awards & Honors - Faculty & Research

Systems Society (INFORMS ISS) in 2020. 2019 Ryan W. Buell : Finalist for the 2019 McKinsey Award for the Best Article in Harvard Business Review for "Operational Transparency: Make Your Processes Visible to Customers and Your View Details

01 Jun 2002
News

Up to the Challenge: Demola Gbadegesin - In the Right Direction

institutions the technology to identify customers using fingerprints and smart cards. “In much of the developing world, there is no system of identification,” he explains, “and that makes it virtually impossible to grant credit to... View Details

Keywords: Susan Young; democracy; family; technology; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services

Web

Strategy Execution Online Course | HBS Online

successfully implement strategy. The program was developed by leading Harvard Business School faculty and is delivered in an active learning environment based on the HBS signature case-based learning model. Related Programs 7 Courses... View Details

21 Jun 2011
First Look

First Look: June 21

new customers, and customers that traded on cash in advance terms prior to the crisis disproportionately reduced their purchases. These results can be rationalized by the model whenever 1) misbehavior on the part of the exporter is of... View Details

Keywords: Sean Silverthorne

26 Jun 2017
Research & Ideas

How Cellophane Changed the Way We Shop for Food

senses deprived by cellophane—i.e., while a store’s customers could no longer touch, smell, or taste a product before buying it, cellophane let you imagine how a product smelled, felt, or tasted. One ad in 1930 made the claim that “your... View Details

Keywords: by Carmen Nobel; Food & Beverage; Retail; Advertising

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Frequently Asked Questions | HBS Online

directly, or they may allow a Third Party to pay on their behalf, using the Third-Party payment feature. Additionally, a Third-Party payer can be added as an authorized payer permitting HBS Online to communicate with the authorized Third Party regarding payment issues... View Details

16 May 2000
Research & Ideas

The Simple Economics of Open Source

when they derive a net benefit from the work, with net benefit based on both immediate and delayed rewards. Immediate rewards include monetary compensation, as well as the opportunity to fix a bug or customize a program for their own... View Details

Keywords: by Martha Lagace; Technology

Web

K–12 Education | Social Enterprise | Harvard Business School

systemic change in K–12 education. Publications Techint: Strategic Choices for Community Impact By: Lauren Cohen, Virak Prum, Kenneth Charman, Pedro Levindo and Mariana Cal April 2025 (Revised April 2025) | Faculty Research In early 2024 Erika Bienek, Chief Community... View Details

March 2017 (Revised September 2017)
Case

Facebook Fake News in the Post-Truth World

By: John R. Wells and Carole A. Winkler

In January 2017, Mark Zuckerberg, founder and CEO of Facebook, was surrounded by controversy. The election of Donald Trump as the next president of the United States in November 2016 had triggered a national storm of protests, and many attributed Trump’s victory to... View Details

Keywords: Facebook; Fake News; Mark Zuckerberg; Donald Trump; Algorithms; Social Networks; Partisanship; Social Media; App Development; Instagram; WhatsApp; Smartphone; Silicon Valley; Office Space; Digital Strategy; Democracy; Entry Barriers; Online Platforms; Controversy; Tencent; Agility; Social Networking; Gaming; Gaming Industry; Computer Games; Mobile Gaming; Messaging; Monetization Strategy; Advertising; Digital Marketing; Business Ventures; Acquisition; Mergers and Acquisitions; Business Growth and Maturation; Business Headquarters; Business Organization; For-Profit Firms; Trends; Communication; Communication Technology; Forms of Communication; Interactive Communication; Interpersonal Communication; Talent and Talent Management; Crime and Corruption; Voting; Demographics; Entertainment; Games, Gaming, and Gambling; Moral Sensibility; Values and Beliefs; Initial Public Offering; Profit; Revenue; Geography; Geographic Location; Global Range; Local Range; Country; Cross-Cultural and Cross-Border Issues; Globalized Firms and Management; Globalized Markets and Industries; Governing Rules, Regulations, and Reforms; Government and Politics; International Relations; National Security; Political Elections; Business History; Recruitment; Selection and Staffing; Information Management; Information Publishing; News; Newspapers; Innovation and Management; Innovation Strategy; Technological Innovation; Knowledge Dissemination; Human Capital; Law; Leadership Development; Leadership Style; Leading Change; Business or Company Management; Crisis Management; Goals and Objectives; Growth and Development Strategy; Growth Management; Management Practices and Processes; Management Style; Management Systems; Management Teams; Managerial Roles; Marketing Channels; Social Marketing; Network Effects; Market Entry and Exit; Digital Platforms; Marketplace Matching; Industry Growth; Industry Structures; Monopoly; Media; Product Development; Service Delivery; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Organizational Structure; Public Ownership; Problems and Challenges; Business and Community Relations; Business and Government Relations; Groups and Teams; Networks; Rank and Position; Opportunities; Behavior; Emotions; Identity; Power and Influence; Prejudice and Bias; Reputation; Social and Collaborative Networks; Status and Position; Trust; Society; Civil Society or Community; Culture; Public Opinion; Social Issues; Societal Protocols; Strategy; Adaptation; Business Strategy; Commercialization; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Customization and Personalization; Diversification; Expansion; Horizontal Integration; Segmentation; Information Technology; Internet and the Web; Mobile and Wireless Technology; Internet and the Web; Applications and Software; Information Infrastructure; Digital Platforms; Internet and the Web; Mobile and Wireless Technology; Valuation; Advertising Industry; Communications Industry; Entertainment and Recreation Industry; Information Industry; Information Technology Industry; Journalism and News Industry; Media and Broadcasting Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; United States; California; Sunnyvale; Russia

Citation

Educators

Purchase

22 May 2017
Lessons from the Classroom

A Luxury Industry Veteran Teaches the Importance of Aesthetics to Budding Business Leaders

laundromat called “Linens and Lattes” that would let customers drink coffee, socialize, and surf the web while waiting for their clothes to dry). Well into the night, the judges discussed the presentations over dinner at Harvest... View Details

Keywords: by Carmen Nobel; Beauty & Cosmetics; Apparel & Accessories; Auto; Tourism

Web

Connell House | About

Lyndon B. Johnson from 1965 to 1968. In 2003, Dean Kim B. Clark rededicated the building in honor of the late William F. Connell (MBA 1963), whose family’s gift helped establish the HBS Leadership Initiative, a catalyst for cutting-edge research and course development... View Details

24 Oct 2019
Blog Post

Harvard’s JD/MBA: Viroopa Volla (JD/MBA 2021) Answers Your Questions

of fun and speaks to the strength of joint degree relationships! Is the joint degree schedule really challenging? Can JD/MBAs still do extra things like the law clinics, law review? Although JD/MBAs straddle the two schools, there is plenty of flexibility that allows... View Details

14 Feb 2017
Research & Ideas

A Strategy For Steady Leadership in an Unsteady World

Listening only to information sources and opinions that reinforce their own views carries great risk of missing alternate points of view. Instead, leaders need to tap into myriad sources covering the full spectrum of viewpoints by engaging directly with their View Details

Keywords: by Bill George

March 2024
Case

Nomad: A License to Bank

By: Paul A. Gompers and Pedro Levindo

In late 2023, Lucas Vargas, CEO and co-founder of Nomad, a fintech that offered financial services in the United States for Brazilian residents, had to decide what to do to ensure the company’s continued expansion. Nomad launched its first product, a U.S. digital bank... View Details

Citation

Educators

Purchase

01 Oct 2014
What Do You Think?

Is Too Much Focus a Problem?

"Excess of everything is bad it always relates to the matter in point (for example) getting big data about our customers and focusing too deeply on it will lead to not noticing other important facets... View Details

Keywords: by James Heskett

18 Dec 2012
First Look

First Look: December 18

greater customer satisfaction and employee retention after six months as compared to (a) socialization that focused on organizational identity (emphasizing the pride to be gained from organizational affiliation) and (b) the organization's... View Details

Keywords: Carmen Nobel

22 Aug 2005
Research & Ideas

The Hard Work of Failure Analysis

thereby rescuing a drug that the organization was ready to discard.5 Failure analysis can reach beyond the company walls to include customers. Systematic analysis of small failures in the form of customer breakdowns was instituted at... View Details

Keywords: by Amy Edmondson & Mark D. Cannon

Publications