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Show Results For
- All HBS Web
(2,458)
- People (6)
- News (539)
- Research (1,643)
- Events (19)
- Multimedia (1)
- Faculty Publications (641)
- March 2021
- Article
Last Place Aversion in Queues
By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details
Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
- 2024
- Working Paper
Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
Communication channels are often used to improve customer satisfaction and behavior. This paper studies
how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services." Working Paper, August 2024.
Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits
Omnichannel environments where customers shop online and offline at the same retailer are ubiquitous, and are deployed by online-first and traditional retailers alike. We focus on the relatively understudied domain of online-first retailers and the engagement of... View Details
- June 2023 (Revised September 2023)
- Simulation
Managing the Customer Journey Marketing Simulation: Adobe's Data-Driven Operating Model (DDOM)
By: Sunil Gupta, Rajiv Lal and Celine Chammas
Adobe started monitoring Annual Recurring Revenue (ARR), one of its primary metrics, when it shifted from selling its software in a box to selling the software as a subscription-based cloud service. They wanted to know when, where, and how much to invest in marketing.... View Details
- 2024
- Working Paper
The Operational Impact of Customer Location in On-Demand Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "The Operational Impact of Customer Location in On-Demand Services." Working Paper, September 2024.
- 15 Aug 2024
- Op-Ed
Post-CrowdStrike, Six Questions to Test Your Company's Operational Resilience
stakeholders during disruptions. Continuous improvement in preparedness and response plans is essential. Accountability, transparency, and effective communication can significantly mitigate risks and enhance View Details
Keywords: by Hise Gibson and Anita Lynch
The Execution Premium: Linking Strategy to Operations for Competitive Advantage
From HBSP: " In a world of stiffening competition, business strategy is more crucial than ever. Yet most organizations struggle in this area--not with formulating strategy but with executing it, or putting their... View Details
- 08 Feb 2000
- Research & Ideas
Building Effective R&D Capabilities Abroad
to commercialize its R&D more effectively in foreign markets. Until then, Eli Lilly had operated one home-base-augmenting laboratory site abroad and some small sites in industrialized countries for... View Details
Keywords: by Walter Kuemmerle
- Forthcoming
- Article
Measurement and Effects of Bank Exit Policies
By: Daniel Green and Boris Vallée
We study whether exit policies by financial institutions have financial and real consequences on the firms they target, using bank coal exit policies as a laboratory. In contrast to theories assuming high capital substitutability, we find large effects of these... View Details
- December 2007
- Article
Adoption of Information Technology under Network Effects
By: Deishin Lee and Haim Mendelson
Because information technologies are often characterized by network effects, compatibility is an important issue. Although total network value is maximized when everyone operates in one compatible network, we find that the technology benefits of the users depend on... View Details
Keywords: Network Effects; Standards; Competitive Strategy; Customization and Personalization; Information Technology; Technology Adoption
Lee, Deishin, and Haim Mendelson. "Adoption of Information Technology under Network Effects." Information Systems Research 18, no. 4 (December 2007).
- June 2003
- Case
Rise and Fall (?) of Palm Computing in Handheld Operating Systems,The
Describes the evolution of the handheld operating system market. Describes the rise to dominance of Palm's operating system and the significant challenge to that dominance posed by Microsoft's Windows CE. View Details
Keywords: Competition; Information Infrastructure; Applications and Software; Network Effects; Information Technology Industry; Computer Industry
Corts, Kenneth S., and Deborah Freier. "Rise and Fall (?) of Palm Computing in Handheld Operating Systems,The." Harvard Business School Case 703-519, June 2003.
- 22 Feb 2012
- Working Paper Summaries
The Dynamic Effects of Bundling as a Product Strategy
- 2013
- Working Paper
The Operational Consequences of Private Equity Buyouts: Evidence from the Restaurant Industry
By: Albert W. Sheen and Shai Bernstein
What, if anything, do private equity firms do with businesses they acquire? We find evidence of significant operational changes in 101 restaurant chain buyouts between 2002 and 2012. Analysis of health inspections conducted for over 50,000 stores in Florida shows that... View Details
Keywords: Safety; Quality; Private Equity; Food; Management Practices and Processes; Leveraged Buyouts; Performance Efficiency; Retail Industry; Food and Beverage Industry; Florida
Sheen, Albert W., and Shai Bernstein. "The Operational Consequences of Private Equity Buyouts: Evidence from the Restaurant Industry." Working Paper, June 2013.
- 30 Jun 2014
- Lessons from the Classroom
The Role of Emotions in Effective Negotiations
negotiator who doesn't have either an explicit understanding about emotions, or is highly intuitive about the process." Negotiating In The NFL Wasynczuk (HBS MBA '83) should know—he served as chief operating officer for the New... View Details
- November–December 2013
- Article
The Dynamic Effects of Bundling as a Product Strategy
By: Timothy Derdenger and Vineet Kumar
Several key questions in bundling have not been empirically examined: Is mixed bundling more effective than pure bundling or pure components? Does correlation in consumer valuations make bundling more or less effective? Does bundling serve as a complement or substitute... View Details
Derdenger, Timothy, and Vineet Kumar. "The Dynamic Effects of Bundling as a Product Strategy." Marketing Science 32, no. 6 (November–December 2013): 827–859.
- 13 Jun 2014
- News
The Art of Effecting Change
opportunity that crossed my desk was a hotel in Telluride, Colorado. My local partners and I gutted, upgraded, and re-branded the property, and still own and operate Hotel Columbia today," she recalls. But the art world, too, seemed in... View Details
- Research Summary
2. Acquisitions of Industrial Units and the Evolution of Operational Performance across the Firm
Abstract: Manufacturing firms frequently expand their production capacity through the acquisition of industrial units. How are the existing units in the acquirer company affected by the acquisition of another facility? I argue that two important... View Details
- 2012
- Working Paper
The Effect of Supply Chain Complementarities on Local Food
By: Baris Ata, Deishin Lee and Mustafa H. Tongarlak
We study the operational tradeoffs of a retailer and farmers in a fresh produce supply chain to determine the equilibrium supply chain structure. These operational tradeoffs arise as a result of the geographic constraints posed by the availability of arable land and... View Details
- February 2009
- Journal Article
Domestic Effects of the Foreign Activities of U.S. Multinationals
By: Mihir A. Desai, C. Fritz Foley and James R. Hines Jr.
Do firms investing abroad simultaneously reduce their domestic activity? This paper analyzes the relationship between the domestic and foreign operations of American manufacturing firms between 1982 and 2004 by instrumenting for changes in foreign operations with GDP... View Details
Keywords: Foreign Direct Investment; Global Range; Local Range; Multinational Firms and Management; Compensation and Benefits; Operations; Manufacturing Industry; United States
Desai, Mihir A., C. Fritz Foley, and James R. Hines Jr. "Domestic Effects of the Foreign Activities of U.S. Multinationals." American Economic Journal: Economic Policy 1, no. 1 (February 2009): 181–203.