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  • All HBS Web  (6,270)
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Show Results For

  • All HBS Web  (6,270)
    • People  (3)
    • News  (1,338)
    • Research  (4,166)
    • Events  (16)
    • Multimedia  (81)
  • Faculty Publications  (2,900)
← Page 28 of 6,270 Results →
  • February 19, 2018
  • Article

The Parts of Customer Service That Should Never Be Automated

By: Ryan W. Buell
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Buell, Ryan W. "The Parts of Customer Service That Should Never Be Automated." Harvard Business Review (website) (February 19, 2018).
  • May – June 1990
  • Article

Case of the Complaining Customer (HBR Case Study and Commentary)

By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller
Citation
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Finkelman, Dan, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke, and Claus Moller. "Case of the Complaining Customer (HBR Case Study and Commentary)." Art. 90304. Harvard Business Review 68, no. 3 (May–June 1990).
  • 1999
  • Working Paper

Henry Heinz, 1844-1919: Connecting with Customers during Great Economic Change

By: Nancy F. Koehn
Citation
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Koehn, Nancy F. "Henry Heinz, 1844-1919: Connecting with Customers during Great Economic Change." Harvard Business School Working Paper, No. 00-019, September 1999.
  • 15 Oct 2015
  • News

CEOs beware: Your astronomical salaries may soon cost you customers

  • 10 Oct 2018
  • News

The Legacy of Boaty McBoatface: Beware of Customers Who Vote

  • 08 May 2014
  • News

Mink Will Let You 3D Print Custom Makeup at Home

Keywords: Retail Trade
  • 2011
  • Book

The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

By: Fred Reichheld and Rob Markey
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects
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Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.
  • June 26, 2017
  • Article

When You Have to Choose Between Core and New Customers

By: Marco Bertini and Nader Tavassoli
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Bertini, Marco, and Nader Tavassoli. "When You Have to Choose Between Core and New Customers." Harvard Business Review Digital Articles (June 26, 2017).
  • April 2003
  • Teaching Note

Achieving Customer Satisfaction at Pizza Hut (TN) (A) and (B)

By: V.G. Narayanan
Teaching Note for (2-101-006) and (2-101-042). View Details
Keywords: Food and Beverage Industry; Service Industry
Citation
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Narayanan, V.G. "Achieving Customer Satisfaction at Pizza Hut (TN) (A) and (B)." Harvard Business School Teaching Note 103-059, April 2003.
  • 23 Mar 2012
  • News

How to Charge a Fee (Without Starting a Customer Rebellion)

  • 01 Oct 2020
  • Video

Julia Austin - Product Customer Interviews, How Many, and Planning

  • 12 Feb 2018
  • Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

customers, and how operational choices affect customer behaviors and firm performance. We all spend a surprising amount of time waiting our turn; by one estimate, Americans wait in line 37 billion hours a year—118 hours for every person.... View Details
Keywords: by Michael Blanding; Retail; Service
  • 10 Aug 2015
  • Research & Ideas

Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers

Here's a tip for companies looking to woo customers away from the competition: Besides advertising fair prices for your products, try advertising fair wages for your employees. Recent research from Harvard Business School indicates that... View Details
Keywords: by Carmen Nobel; Retail
  • November 1998
  • Article

Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation

By: N. Narayandas
Keywords: Measurement and Metrics; Management; Customer Focus and Relationships
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Narayandas, N. "Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation." Journal of Service Research 1, no. 2 (November 1998).
  • June 2016
  • Teaching Note

Filene's Basement: Inside a Fired Customer's Relationship

By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
Keywords: CRM; Customer Profitability Analysis; Customer Lifetime Value; Consumer Behavior; Marketing; Marketing Strategy; Customer Focus and Relationships; Brands and Branding; Customer Relationship Management; Retail Industry; United States
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Avery, Jill, and Susan Fournier. "Filene's Basement: Inside a Fired Customer's Relationship." Harvard Business School Teaching Note 316-184, June 2016.
  • November – December 2010
  • Article

Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help

By: F. Gino and L. Pierce
Keywords: Wealth; Customers
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Gino, F., and L. Pierce. "Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help." Organization Science 21, no. 6 (November–December 2010): 1176–1194.
  • 29 Jul 2015
  • News

Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers

  • Article

The Right Price, at the Right Moment, to the Right Customer

By: Tim Ham and Marco Bertini
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Ham, Tim, and Marco Bertini. "The Right Price, at the Right Moment, to the Right Customer." Business Strategy Review 24, no. 1 (Spring 2013): 49–53.
  • 2001
  • Working Paper

Voice and Advocacy: Marketing's Role in Addressing the Poor as Customers

By: V. Kasturi Rangan and Arthur McCaffrey
Citation
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Rangan, V. Kasturi, and Arthur McCaffrey. "Voice and Advocacy: Marketing's Role in Addressing the Poor as Customers." Harvard Business School Working Paper, No. 02-023, October 2001.
  • 08 May 2015
  • News

Prestige brands can expand their reach—and make their core customers proud

Managing symbolic and exclusive brands involves an inherent tradeoff. Managers seek to generate growth by extending the customer base to new segments and markets. Yet increased popularity can dilute the exclusivity of the brand in the... View Details
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