Customer Behavior - Publications - Faculty & Research

14 Jul 2014
Research & Ideas

Pay Attention To Your ‘Extreme Consumers’

for consumers—and selling a lot more razor blades. Such hidden opportunities can become even more apparent by investigating "extreme consumers," since they can overemphasize thoughts and behaviors that all consumers of a product may... View Details

Keywords: by Michael Blanding

01 Mar 2024
News

Unlocking the Power of Community

When Tara Fung (MBA 2016) explains Co:Create, the company she cofounded in 2022 and now leads as CEO, she doesn’t mention Web3 first. “We help innovative brands and creators unlock the power of community,” she explains. Co:Create does this with a new, gamified approach... View Details

Keywords: April White

Web

Curriculum - Business & Environment

Gona: Great Farm Key concepts: Agricultural Development, Strategy, Nigeria Iberdrola: Leading the Energy Revolution Tesla in 2024: Holding on to the EV Lead? What IKEA Do We Want? Key concepts: Business models, Customer relationship... View Details

09 Jun 2021
Research & Ideas

How Tennis, Golf, and White Anxiety Block Racial Integration

Psychology. “It’s not that Whites always do this—but that when given the power and the opportunity, they may seek ways to reduce the racial diversity in the spaces they inhabit to lessen contact with racial minorities,” says Jachimowicz, an assistant professor in the... View Details

Keywords: by Jay Fitzgerald

18 Sep 2018
First Look

New Research and Ideas, September 18, 2018

under-provision of innovation. Firms have clear incentives to engage in strategic behavior because policymakers use market outcomes as a benchmark in designing regulation. This study examines a unique energy efficiency standard for... View Details

Keywords: Dina Gerdeman

Web

Faculty - Creating Emerging Markets

Professor of Business Administration Research Interests : customer behavior , customer satisfaction , service management , service operations , service quality Interviews... View Details

17 Feb 2022
Book

When Employees Feel a Sense of Purpose, Companies Succeed

to the specific content of their cultures, shaping them to inculcate specific behaviors relevant to strategic execution. Eager to support goals like innovation, quality, growth, and excellence in customer... View Details

Keywords: by Ranjay Gulati

01 Nov 2016
First Look

First Look - November 1, 2016

Behavioral Decision Making The Impact of 'Display-Set' Options on Decision-Making By: Karmarkar, Uma R. Abstract—The way a choice set is constructed can have a significant influence on how individuals perceive and evaluate their options... View Details

Keywords: Sean Silverthorne

07 Jul 2003
Research & Ideas

4+2 = Sustained Business Success

management practices that can significantly affect a company's performance, we've developed a list of behaviors that support excellence in each practice. The practices and accompanying mandates are outlined below. Primary Management... View Details

Keywords: by Nitin Nohria, William Joyce & Bruce Roberson

August 2022
Article

The Bulletproof Glass Effect: Unintended Consequences of Privacy Notices

By: Aaron R. Brough, David A. Norton, Shannon L. Sciarappa and Leslie K. John

Drawing from a content analysis of publicly traded companies’ privacy notices, a survey of managers, a field study, and five online experiments, this research investigates how consumers respond to privacy notices. A privacy notice, by placing legally enforceable limits... View Details

Keywords: Choice; Purchase Intent; Privacy; Privacy Notices; Warnings; Assurances; Information Disclosure; Trust; Consumer Behavior; Spending; Decisions; Information; Communication

17 Dec 2014
Research & Ideas

How Our Brain Determines if the Product is Worth the Price

primacy (viewing the price first) makes consumers more likely to focus on whether a product is worth its price, and consequently can help induce the purchase of specific kinds of bargain-priced items. Their study, Cost Conscious? The Neural and View Details

Keywords: by Carmen Nobel; Retail

22 Apr 2019
Research & Ideas

Why Salespeople Struggle at Leading

says Harvard Business School’s Frank V. Cespedes, the MBA Class of 1973 Senior Lecturer of Business Administration. “Every company has examples of people who persist in their behaviors as salespeople, and as a result they flame out as... View Details

Keywords: by Dina Gerdeman

26 Nov 2019
News

The Ritual Effect

socks in your drawer sideways, just so, like so many toppled snails, can spark joy; why French children aren’t picky eaters; why brands like Starbucks benefit from encouraging their customers to “Take Comfort in Your Rituals”; why a... View Details

Keywords: rituals

12 Sep 2017
First Look

First Look at New Research and Ideas, September 12, 2017

others—have become “hub firms” because they control access to billions of mobile customers coveted by all kinds of product and service providers. These hubs drive increasing returns to scale and claim a disproportionate share of the value... View Details

Keywords: Carmen Nobel

April 2009
Article

How to Market in a Downturn

By: John A. Quelch and Katherine Jocz

This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. Because no two recessions are exactly alike, marketers find themselves in poorly... View Details

Keywords: Customers; Economic Slowdown and Stagnation; Spending; Marketing Strategy; Consumer Behavior; Segmentation

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18 Oct 2022
Research & Ideas

When Bias Creeps into AI, Managers Can Stop It by Asking the Right Questions

Most companies rely on artificial intelligence-based algorithms to make a wide variety of business decisions—from pinpointing the products customers prefer to determining which resumes should go to hiring managers. The problem for... View Details

Keywords: by Rachel Layne

09 Nov 2016
Op-Ed

6 Lessons from Donald Trump's Winning Marketing Manual

head to invoke the "Forgotten Man," winning over lunch-bucket Democrats overlooked by their party as well as bringing in new voters and energizing lapsed ones. At the same time, almost all Republicans came home to vote for their nominee. Good marketers always... View Details

Keywords: by John A. Quelch

30 Mar 2003
Research & Ideas

The Future of IT Consulting

say, a product firm. Consequently, a product firm may not be attractive to various knowledge workers who prefer to work in the consulting environment. A fourth driver is the demand for process and behavior change that IT implementation... View Details

Keywords: by Sarah Jane Johnston; Consulting

18 Feb 2009
First Look

First Look: February 18, 2009

implications of such two-sided competition on the actions and source of profits of media firms. One main conclusion we reach is that media firms may charge higher content prices in a duopoly than in a monopoly. This happens because competition for advertisers can... View Details

Keywords: Martha Lagace

28 Feb 2012
First Look

First Look: Feb. 28

characteristics, relationships, and behavioral norms. We suggest that an equally important trust mechanism is "reflected knowledge," knowledge focal actors' gain about the personal characteristics, relationships, and View Details