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  • 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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  • September 1984
  • Case

Henkel Corp.: International Sealants Brand SISTA (A)

By: Robert J. Dolan
Corporate headquarters wishes to expand sales of a sealant product currently sold only in the West German market. Regional affiliates, operating on a profit center basis, are not enthusiastic about taking on the new product. The case describes the company's... View Details
Keywords: Marketing Strategy; Globalization; Expansion; Profit; Conflict Management; Consumer Products Industry; Consumer Products Industry; Europe; West Germany
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  • 14 Sep 2017
  • Op-Ed

Op-Ed: Google Engineer Deserved to be Fired by the CEO

supremacists brought these once-hidden issues back to the forefront of social consciousness. Stereotyping contributes directly to unconscious bias, a subject about which Mahzarin Banaji, chair of Harvard’s psychology department, has... View Details
Keywords: by Bill George
  • 26 Mar 2019
  • Working Paper Summaries

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

Keywords: by Michelle A. Shell and Ryan W. Buell; Health
  • 12 Oct 1999
  • Research & Ideas

Bright Ideas: The Creative Power of Groups

of companies have participants role-play to gain a better sense of others' points of view or to sense how consumers would actually use new products. When Interval Research Corp. wanted its young designers to understand the physical... View Details
Keywords: by Laurie Joan Aron
  • 06 Sep 2011
  • Research & Ideas

How Small Wins Unleash Creativity

of the most common ways that managers unwittingly undermine daily progress is by failing to make timely decisions or provide clear, consistent goals. Here's an example from a work diary in a consumer products company: Had meetings [  ] to... View Details
Keywords: by Carmen Nobel
  • 01 Dec 2010
  • News

Eight Join HBS Faculty

decision-making, social influence, and ethics. Gino’s work has been published in a number of journals and featured in the New York Times, Newsweek, and Psychology Today. A native of Italy, she earned her Ph.D. in economics and management... View Details
  • July 1990 (Revised April 1998)
  • Supplement

Nordstrom: Dissension in the Ranks? (B)

By: Robert L. Simons and Hilary Weston
Presents a follow-up to the (A) case. View Details
Keywords: Rank and Position; Conflict and Resolution; Consumer Products Industry; Consumer Products Industry
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  • July 2012
  • Case

Johannes Linden: Managing the Global Executive Committee

By: Linda A. Hill and Mark Rennella
Johannes Linden is the Director of the Washer and Dryer division of Fluss, a large Swiss appliance manufacturer. Soon after the company completes its revenue projections and bonus targets for the upcoming year, Linden shares some good news with his leadership team, the... View Details
Keywords: Leadership Style; Groups and Teams; Organizational Culture; Management Style; Motivation and Incentives; Power and Influence; Multinational Firms and Management; Consumer Products Industry; Consumer Products Industry; Switzerland
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  • 18 Oct 2011
  • First Look

First Look: October 18

environmentally beneficial functions: it diverts waste from landfill and it produces renewable energy. At the same time, the waste-to-energy firm serves and collects revenue from two types of customers: waste generators who pay for waste disposal service and... View Details
Keywords: Sean Silverthorne
  • 13 May 2014
  • First Look

First Look: May 13

networking. Drawing from moral psychology research, we posit that this intentional behavior has unintended consequences for an individual's morality. Unlike personal networking in pursuit of emotional support or friendship, and unlike... View Details
Keywords: Sean Silverthorne
  • July – August 2008
  • Article

When Virtue Is a Vice

By: Anat Keinan and Ran Kivetz
Choosing duty over pleasure today can cause regret down the road—whereas regret over the reverse is fleeting. Marketers of luxury products and services should consider prompting customers to predict their future feelings about choices made now. View Details
Keywords: Decision Choices and Conditions; Forecasting and Prediction; Moral Sensibility; Marketing Strategy; Consumer Behavior; Emotions; Luxury
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  • 04 Sep 2019
  • Research & Ideas

'I Know Why You Voted for Trump' and Other Motivation Misperceptions

studies consumer decision-making, with a particular interest in how we make sense of other people’s choices. Just five days after the election, Barasz conducted an online survey that asked Trump voters what spurred them to vote for the... View Details
Keywords: by Dina Gerdeman
  • 01 Aug 2008
  • What Do You Think?

Has the Time Come for “Stretch” in Management?

flat-footed on the issue of fuel efficiency? Granted, Detroit was busy catering to consumer demands for more profitable, lower-mileage vehicles. But at the same time, could stretch have given greater urgency to responses to alternative... View Details
Keywords: by Jim Heskett
  • September 1984
  • Case

Henkel Corp.: International Sealants Brand SISTA (B)

By: Robert J. Dolan
Describes the outcome of implementation of the standardized plan described in Henkel (A). View Details
Keywords: Marketing Strategy; Globalization; Expansion; Profit; Conflict Management; Outcome or Result; Consumer Products Industry; Consumer Products Industry; Europe; West Germany
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  • 27 Apr 2021
  • Research & Ideas

New Research: Surviving Bankruptcy, Useful Economics, and Retirement

Crisis or Opportunity? Psychological Science Ayse Yemiscigil, A.V. Whillans, and N. Powdthavee “Does retirement lead to an existential crisis or present an opportunity to experience a renewed sense of purpose in life? In a nationally... View Details
  • October 1992
  • Supplement

Eastman Kodak Co.: Perspectives on Outsourcing

By: Lynda M. Applegate
Keywords: Job Cuts and Outsourcing; Perspective; Consumer Products Industry; Consumer Products Industry
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  • 02 Jan 2008
  • Research & Ideas

Most Popular Stories 2007

psychologically painful as it is, is the first step to awareness of new opportunities in career and in life, says Harvard Business School's Timothy Butler. In this Q&A and excerpt from his new book, Getting Unstuck, he explains six... View Details
Keywords: by Sean Silverthorne
  • August 2022
  • Teaching Note

BTS & ARMY

By: Doug J. Chung and Kay R. Koo
Industry leaders must define a particular outcome of interest (i.e., an objective) to establish an organization’s strategy. BTS’s initial objective was to increase brand recognition and to acquire a solid fanbase. The proliferation of social network platforms... View Details
Keywords: Cultural Diversity; Brand Equity; Go-to-market Strategy; Social Network; Entertainment Industry; Brands and Branding; Customer Relationship Management; Consumer Behavior; Social and Collaborative Networks; Social Entrepreneurship; Digital Platforms; Digital Marketing; Music Industry
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  • 14 Feb 2017
  • First Look

First Look at New Research: February 14

psychological scientists of the modern era. These readable essays highlight the most important contributions to theory and research in psychological science, show how the greatest View Details
Keywords: Sean Silverthorne