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  • All HBS Web  (1,873)
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    • News  (554)
    • Research  (1,030)
    • Events  (4)
    • Multimedia  (13)
  • Faculty Publications  (325)

Show Results For

  • All HBS Web  (1,873)
    • People  (2)
    • News  (554)
    • Research  (1,030)
    • Events  (4)
    • Multimedia  (13)
  • Faculty Publications  (325)
← Page 3 of 1,873 Results →
  • 24 Aug 2018
  • Video

Customer Interaction Days

  • Web

Custom Programs

A learning experience built around your business goals. HBS helps you design customized learning experiences that transform individual leaders, teams, and organizations. Our... View Details
  • 2024
  • Working Paper

Incrementality Representation Learning: Synergizing Past Experiments for Intervention Personalization

By: Ta-Wei Huang, Eva Ascarza and Ayelet Israeli
This paper introduces Incrementality Representation Learning (IRL), a novel multitask representation learning framework that predicts heterogeneous causal effects of marketing interventions. By leveraging past experiments, IRL efficiently designs and targets... View Details
Keywords: Heterogeneous Treatment Effect; Multi-task Learning; Representation Learning; Personalization; Promotion; Deep Learning; Field Experiments; Customer Focus and Relationships; Customization and Personalization
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Huang, Ta-Wei, Eva Ascarza, and Ayelet Israeli. "Incrementality Representation Learning: Synergizing Past Experiments for Intervention Personalization." Harvard Business School Working Paper, No. 24-076, June 2024.
  • Research Summary

How to Manage Customers for Increased Profits and Customer Satisfaction

By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ... View Details
  • Article

The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment

By: Eva Ascarza, Raghuram Iyengar and Martin Schleicher
Facing the issue of increasing customer churn, many service firms have begun recommending pricing plans to their customers. One reason behind this type of retention campaign is that customers who subscribe to a plan suitable for them should be less likely to churn... View Details
Keywords: Churn/retention; Field Experiment; Pricing; Tariff/plan Choice; Targeting; Customer Relationship Management; Price; Performance Effectiveness
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Ascarza, Eva, Raghuram Iyengar, and Martin Schleicher. "The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment." Journal of Marketing Research (JMR) 53, no. 1 (February 2016): 46–60.
  • 2017
  • Working Paper

Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service

By: Alexandra C. Feldberg and Tami Kim
Citation
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Feldberg, Alexandra C., and Tami Kim. "Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service." Working Paper, December 2017.
  • 2016
  • Working Paper

The Effect of Financial Performance Measurement on Customer Satisfaction: A Field Experiment in China

By: Daniel A. Brown
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Brown, Daniel A. "The Effect of Financial Performance Measurement on Customer Satisfaction: A Field Experiment in China." Working Paper, December 2016.
  • March 2020
  • Teaching Note

onefinestay: Building a Luxury Experience in the Sharing Economy

By: Jill Avery and Anat Keinan
onefinestay was a two-sided marketplace that offered high-end home rentals to travelers who sought a more authentic and local experience than a typical upscale hotel might provide. After five years of rapid growth, it was time to do a comprehensive analysis of the... View Details
Keywords: Two-sided Marketplace; Two-sided Market; Hospitality Industry; Hotels; Luxury Brand; Sharing Economy; Startup; Scaling; Growth; Customer Segmentation; Brand Positioning; Marketing; Marketing Strategy; Brands and Branding; Luxury; Entrepreneurship; Business Startups; Business Model; Venture Capital; Customers; Segmentation; Growth and Development Strategy; Travel Industry; Tourism Industry; Accommodations Industry; United Kingdom; London; Europe
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Avery, Jill, and Anat Keinan. "onefinestay: Building a Luxury Experience in the Sharing Economy." Harvard Business School Teaching Note 520-092, March 2020.
  • 21 Apr 2008
  • Research & Ideas

The New Math of Customer Relationships

to have packaged and measured the relationships in a way that made sense to a lot of people. Q: Many companies approach creating a good customer experience as a discrete action: a View Details
Keywords: by Sean Silverthorne
  • Research Summary

Overview

By: Eva Ascarza
Professor Ascarza’s research primarily focuses on providing researchers and marketers a better understanding of how to manage customer retention so as to reduce churn and increase firm’s profitability. She addresses these issues by building empirical models of customer... View Details

    Customer Supercharging in Experience-Centric Channels

    We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging”... View Details

    • Research Summary

    Managing the Operating Role of Customers

    By: Frances X. Frei
    Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details
    • January–February 2020
    • Article

    Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth

    By: Rob Markey
    Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.

    Loyalty-leading companies operate differently. They create systems for... View Details

    Keywords: Customer Experience; Customer Value; Customer Centric Initiative; Customer Focused Organization; Customer Lifetime Value; Customer Focus and Relationships; Customer Value and Value Chain; Operations; Business Strategy
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    Markey, Rob. "Are You Undervaluing Your Customers? It’s Time to Start Measuring and Managing Their Worth." Harvard Business Review 98, no. 1 (January–February 2020): 42–50.
    • October 2022 (Revised November 2023)
    • Case

    Framebridge (A): Reimagining Custom Framing

    By: Rembrand Koning and Alicia Dadlani
    In December 2018, Susan Tynan, founder and CEO of Framebridge, a four-year-old venture-backed startup that sold online custom framing, formulated plans for the future. Her vision was to revolutionize the $4 billion industry by making custom framing easy, transparent,... View Details
    Keywords: Business Startups; Business Strategy; Entrepreneurship; Operations; Consumer Products Industry; United States; District of Columbia; Kentucky
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    Koning, Rembrand, and Alicia Dadlani. "Framebridge (A): Reimagining Custom Framing." Harvard Business School Case 723-352, October 2022. (Revised November 2023.)
    • 27 Jul 2011
    • Research & Ideas

    Customer Loyalty Programs That Work

    The customer rewards cards that clutter wallets and clog key chains of many a shopper may soon be no more, as retailers move from physical to digital (read: mobile apps) forms of loyalty program member identification. It's a smart... View Details
    Keywords: by Maggie Starvish; Retail
    • 01 Dec 2014
    • News

    Customizing Couture Online

    Customizing Couture Online Jamal Motlagh Taking Tailoring High Tech Taking Tailoring High Tech Katrina Lake Dressing by Number Dressing by Number Karen Moon Making Big Data Fashionable Making Big Data Fashionable Ivy Ross Creating the... View Details
    Keywords: April White; fashion; Professional Services
    • June 2018 (Revised January 2020)
    • Case

    Sony

    By: Stefan Thomke, Atsushi Osanai and Akiko Kanno
    Sony used to be synonymous with "innovation" and "cool products." The case reveals how the company lost its edge and describes the leadership initiatives to restore its former glory. In 2012, Kazuo (Kaz) Hirai becomes CEO and successfully transforms Sony, including a... View Details
    Keywords: Customer Experience; Product Differentiation; Transformation; Leadership Style; Technology Adoption; Leading Change; Electronics Industry; Media and Broadcasting Industry; Video Game Industry; Japan
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    Thomke, Stefan, Atsushi Osanai, and Akiko Kanno. "Sony." Harvard Business School Case 618-045, June 2018. (Revised January 2020.)
    • March 31, 2023
    • Article

    What Is the Optimal Pattern of a Customer Journey?

    By: Julian De Freitas
    Even though customer experience (CX) leaders are becoming increasingly focused on optimizing their firms’ customer journeys, they face a clear challenge: Which touchpoints along the journey should they invest in? That is, which moments when the customer interacts with... View Details
    Keywords: Consumer Behavior; Customers; Brands and Branding
    Citation
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    De Freitas, Julian. "What Is the Optimal Pattern of a Customer Journey?" Harvard Business Review (website) (March 31, 2023).
    • 16 Feb 2010
    • Research & Ideas

    The Outside-In Approach to Customer Service

    centricity cannot be achieved by simply listening to customers about their experiences with Best Buy; the company has to commit to owning the customers' problems and working creatively to solve them. Faced... View Details
    Keywords: by Sarah Jane Gilbert; Consumer Products
    • January 2015 (Revised October 2016)
    • Case

    onefinestay: Building a Luxury Experience in the Sharing Economy

    By: Jill Avery, Anat Keinan and Liz Kind
    onefinestay was a two-sided marketplace that offered high-end home rentals to travelers who sought a more authentic and local experience than a typical upscale hotel might provide. After five years of rapid growth, it was time to do a comprehensive analysis of the... View Details
    Keywords: Luxury Goods; Brand Building; Brand Management; Hospitality; Hotels; Digital Marketing; Brand Positioning; Luxury Service; Airbnb; Sharing Economy; Collaborative Consumption; Disruptive Business Model; Travel; Alternatives To Hotel; Branding; Customer Service; Exceeding Consumer Expectations; Client Acquisition; Reputation Management; Word Of Mouth; 2-way Business Model; Marketing; Marketing Strategy; Brands and Branding; Luxury; Disruption; Business Model; Entrepreneurship; E-commerce; Accommodations Industry; Tourism Industry; Travel Industry; United Kingdom
    Citation
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    Avery, Jill, Anat Keinan, and Liz Kind. "onefinestay: Building a Luxury Experience in the Sharing Economy." Harvard Business School Case 515-072, January 2015. (Revised October 2016.)
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