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- Faculty Publications (52)
Show Results For
- All HBS Web (220)
- Faculty Publications (52)
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- 18 Oct 2011
- First Look
First Look: October 18
giving a subsidy as a lump sum to offset capital costs is more effective. This has different regulatory implications for urban and rural settings where the environmental objectives may differ. Bouncing Out of the Banking System: An Empirical View Details
Keywords: Sean Silverthorne
- Web
The Five Forces - Institute For Strategy And Competitiveness
Five Forces Threat of Substitute Products or Services Bargaining Power of Suppliers Bargaining Power of Buyers Threat of New Entrants Rivalry Among Existing Competitors The Five Forces is a framework for understanding the competitive... View Details
- August 2007 (Revised November 2010)
- Case
Grand Central Publishing
By: Anita Elberse
In April 2007, Grand Central's publisher Jamie Raab and editor Karen Kosztolnyik were involved in a frantic bidding war for a proposed book on the life of cat Dewey, billed as the feline answer to the best-selling "Marley & Me: Life and Love with the World's Worst... View Details
Elberse, Anita. "Grand Central Publishing." Harvard Business School Case 508-036, August 2007. (Revised November 2010.)
- 26 May 2015
- First Look
First Look: May 26
elaborate a definition of the business model as decisions enforced by the authority of the firm; this definition builds on the analytical success of previous approaches while enabling the analysis of business models through the View Details
Keywords: Sean Silverthorne
- 18 Nov 2014
- First Look
First Look: November 18
http://www.hbs.edu/faculty/Publication%20Files/Teixeira%20et%20al%20(2014)%20Television%20Advertising%20and%20Online%20Shopping_7d5c54e1-fd1b-4dcc-bd41-06e2978d4f23.pdf Working Papers The Air War versus The Ground Game: An Analysis of... View Details
Keywords: Sean Silverthorne
- June 2018
- Case
Forta Furniture: International Expansion
By: John A. Quelch and Karthik Easwar
The Forta Furniture case highlights the need to consider new market expansion to grow a firm. It demonstrates that simply doing what has always been done is not sustainable when other competitors enter the market with differentiated or potentially superior offerings.... View Details
Keywords: Market Entry and Exit; Global Range; Decision Making; Analysis; Cross-Cultural and Cross-Border Issues; Growth and Development Strategy; Brands and Branding; Expansion
Quelch, John A., and Karthik Easwar. "Forta Furniture: International Expansion." Harvard Business School Brief Case 918-547, June 2018.
- 29 Jan 2019
- First Look
New Research and Ideas, January 29, 2019
prompted renewed debate on the role of fiscal rules. Their optimality, however, remains unclear. We provide a quantitative analysis of fiscal rules in a standard model of sovereign debt accumulation and default modified to incorporate... View Details
Keywords: Dina Gerdeman
- June 2013 (Revised November 2022)
- Exercise
Competition Simulator Exercise
In the Competition Simulator Exercise, students explore through trial and error some important economic foundations of competitive strategy and managerial economics. In particular, the nine simulator exercises let students explore horizontal differentiation with and... View Details
Keywords: Competition; Economics; Game Theory; Competitive Strategy; Learning; Mathematical Methods; Analysis
Van den Steen, Eric J. "Competition Simulator Exercise." Harvard Business School Exercise 713-804, June 2013. (Revised November 2022.)
- December 2015 (Revised September 2016)
- Supplement
ANA (B)
By: Doug J. Chung and Mayuka Yamazaki
All Nippon Airways (ANA) became the largest airline in Japan in 2013. Having been designated as a domestic carrier by the Japanese government till the mid-1980s and Japan being the sixth largest domestic airline market, two-thirds of ANA’s passenger revenue came from... View Details
Keywords: Demand and Consumers; Analysis; Economics; Price; Marketing Strategy; Competitive Strategy; Product; Policy; Air Transportation Industry; Japan
Chung, Doug J., and Mayuka Yamazaki. "ANA (B)." Harvard Business School Supplement 516-054, December 2015. (Revised September 2016.)
- 17 Jul 2007
- First Look
First Look: July 17, 2007
productivity. Drawing on establishment-level data from the Annual Survey of Manufacturers and the Longitudinal Business Database, our estimates suggest that wrongful-discharge protections reduce employment flows and firm entry rates. Moreover, View Details
Keywords: Martha Lagace
- August 2014 (Revised September 2016)
- Case
ANA (A)
By: Doug J. Chung and Mayuka Yamazaki
All Nippon Airways (ANA) became the largest airline in Japan in 2013. Having been designated as a domestic carrier by the Japanese government till the mid-1980s and Japan being the sixth largest domestic airline market, two-thirds of ANA’s passenger revenue came from... View Details
Keywords: Demand and Consumers; Analysis; Economics; Price; Marketing Strategy; Competitive Strategy; Product; Policy; Air Transportation Industry; Japan
Chung, Doug J., and Mayuka Yamazaki. "ANA (A)." Harvard Business School Case 515-034, August 2014. (Revised September 2016.)
- 22 Apr 2009
- Working Paper Summaries
Where is the Pharmacy to the World? International Regulatory Variation and Pharmaceutical Industry Location
- 04 Nov 2008
- First Look
First Look: November 4, 2008
the authors maintain, innovation and integration won't spread far enough or fast enough throughout a large organization to keep pace with the smaller, younger, more technology-based competitors to which innovation and integration come... View Details
Keywords: Martha Lagace
- 05 Jul 2023
- HBS Case
What Kind of Leader Are You? How Three Action Orientations Can Help You Meet the Moment
based on their past experience ... and then the context shifts, and they try to apply the same recipe, and it fails.” The analysis stems from one of Raffaelli’s core research interests: the qualities of leaders who successfully reinvent... View Details
Keywords: by Ben Rand
- March 2019
- Case
HOPI: Turkey's Shopping Companion
By: Sunil Gupta, Donald Ngwe and Gamze Yucaoglu
The case opens in 2017 as Onur Erbay, CEO of HOPI, a multi-vendor loyalty platform, is contemplating a critical decision. The case chronicles the origins of Boyner Group, the parent company of HOPI and a major retailer in Turkey, and development of retail and customer... View Details
Keywords: Loyalty Programs; Multi-vendor Platform; Retail; Big Data; Customer Relationship Management; Mobile and Wireless Technology; Business Model; Analytics and Data Science; Competitive Strategy; Decision Making; Applications and Software; Digital Platforms; Technology Industry; Retail Industry; Turkey
Gupta, Sunil, Donald Ngwe, and Gamze Yucaoglu. "HOPI: Turkey's Shopping Companion." Harvard Business School Case 519-057, March 2019.
- 03 Oct 2023
- What Do You Think?
Do Leaders Learn More From Success or Failure?
associated with outstanding long-term performance. We asked hundreds of senior executives to name their competitor (not their own organization) with the strongest culture. We then compared those results with long-term (10-year)... View Details
Keywords: by James Heskett
- 19 Apr 2011
- First Look
First Look: April 19
network relations for others. An analysis of the population dynamics of the intergovernmental organizations (IGOs) that are the basis of the interstate networks that influenced global economic relations, peace, and democracy in the... View Details
Keywords: Sean Silverthorne
- 15 Jul 2008
- First Look
First Look: July 15, 2008
able to analyze the dataset to form views of how the security prices are likely to evolve relative to each other. Purchase this note: http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=208118 Finding Information for Industry View Details
Keywords: Martha Lagace
- Web
Accounting & Management - Faculty & Research
Bob Taylor and Kurt Listug were considering several exit options including selling to a competitor or to a private equity firm. The co-founders decided, instead, to embark on a seven-year process to transfer 100% of the ownership of the... View Details