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Show Results For
- All HBS Web
(3,575)
- People (10)
- News (769)
- Research (2,294)
- Events (24)
- Multimedia (29)
- Faculty Publications (1,302)
- November 2007
- Article
A Model of Consumer Learning for Service Quality and Usage
By: Raghuram Iyengar, Asim Ansari and Sunil Gupta
In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider... View Details
Keywords: Experience and Expertise; Customer Value and Value Chain; Learning; Price; Knowledge Use and Leverage; Marketing Strategy; Consumer Behavior; Service Delivery; Quality; Risk and Uncertainty; Service Industry
Iyengar, Raghuram, Asim Ansari, and Sunil Gupta. "A Model of Consumer Learning for Service Quality and Usage." Journal of Marketing Research (JMR) 44, no. 4 (November 2007): 529–544.
- March–April 2013
- Article
Expected Firm Altruism, Quality Provision, and Brand Extensions
By: Julio J. Rotemberg
A setting is considered where consumers keep track of the extent to which brands care about them, which is modeled as altruism of brands towards their target consumers. Consumers who purchase an experience good of high quality reasonably deduce that the supplier of... View Details
Rotemberg, Julio J. "Expected Firm Altruism, Quality Provision, and Brand Extensions." Marketing Science 32, no. 2 (March–April 2013): 325–341.
- October 1992 (Revised December 1997)
- Case
Sterling Chemicals, Inc.: Quality and Productivity Improvement Program
Describes the design and implemenation of a quality improvement program. Sterling Chemical's management hoped the program would improve teamwork and productivity at the plant. View Details
Keywords: Quality; Groups and Teams; Performance Productivity; Performance Improvement; Chemical Industry
Wruck, Karen. "Sterling Chemicals, Inc.: Quality and Productivity Improvement Program." Harvard Business School Case 493-026, October 1992. (Revised December 1997.)
- 11 Dec 2008
- Working Paper Summaries
Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affects Employees and Employers
Keywords: by David I. Levine & Michael W. Toffel
- 22 Apr 2010
- Working Paper Summaries
Audit Quality and Auditor Reputation: Evidence from Japan
Keywords: by Douglas J. Skinner & Suraj Srinivasan
- 2010
- Working Paper
Quality Provision, Expected Firm Altruism and Brand Extensions
By: Julio J. Rotemberg
This paper studies quality choice in a model where consumers expect firms to act altruistically. It is shown that, under plausible assumptions regarding this altruism and the reaction of consumers to firms that demonstrate insufficient altruism, existing firms (or... View Details
Keywords: Brands and Branding; Consumer Behavior; Product Development; Corporate Social Responsibility and Impact; Quality; Mathematical Methods
Rotemberg, Julio J. "Quality Provision, Expected Firm Altruism and Brand Extensions." NBER Working Paper Series, No. 15635, January 2010.
- February 2009
- Article
Financial Development, Bank Ownership, and Growth. Or, Does Quantity Imply Quality?
By: Shawn A. Cole
Cole, Shawn A. "Financial Development, Bank Ownership, and Growth. Or, Does Quantity Imply Quality?" Review of Economics and Statistics 91, no. 1 (February 2009): 33–51.
- July 2006
- Case
Paul Chesler, Director, Quality Assurance
Introduces the systemic nature of product quality and the complexity of quality problems. A new director of quality assurance discovers an apparent quality problem. The actions of different departments and functions contribute to the problem. The new director must... View Details
Leonard, Frank S. "Paul Chesler, Director, Quality Assurance." Harvard Business School Case 607-002, July 2006.
- March 1981 (Revised February 1993)
- Case
Hank Kolb, Director, Quality Assurance
By: Frank S. Leonard and W. Earl Sasser
Designed to introduce the systemic nature of product quality and the complexity of quality problems. Uses a new director, quality assurance, and the discovery of a quality problem. The new director has to decide if it is a real problem, what to do about it, and how to... View Details
Keywords: Leadership; Product; Organizational Culture; Problems and Challenges; Quality; Attitudes; Complexity
Leonard, Frank S., and W. Earl Sasser. "Hank Kolb, Director, Quality Assurance." Harvard Business School Case 681-083, March 1981. (Revised February 1993.)
- 2018
- Working Paper
Product Quality and Entering Through Tying: Experimental Evidence
Dominant platform businesses often develop products in adjacent markets to complement their core business. One common approach used to gain traction in these adjacent markets has been to pursue a tying strategy. For example, Microsoft pre-installed Internet Explorer... View Details
Keywords: Market Entry and Exit; Digital Platforms; Competitive Strategy; Product Marketing; Quality
Kim, Hyunjin, and Michael Luca. "Product Quality and Entering Through Tying: Experimental Evidence." Harvard Business School Working Paper, No. 19-045, October 2018. (Revised December 2018. Forthcoming in Management Science.)
- Article
Product Quality and Entering Through Tying: Experimental Evidence
By: Hyunjin Kim and Michael Luca
Dominant platform businesses often develop products in adjacent markets to complement their core business. One common approach used to gain traction in these adjacent markets has been to pursue a tying strategy. For example, Microsoft pre-installed Internet Explorer... View Details
Keywords: Tying; Platform Strategy; Google; Product; Quality; Digital Platforms; Strategy; Market Entry and Exit
Kim, Hyunjin, and Michael Luca. "Product Quality and Entering Through Tying: Experimental Evidence." Management Science 65, no. 2 (February 2019): 596–603.
- 22 Jul 2008
- Working Paper Summaries
Financial Development, Bank Ownership, and Growth. Or, Does Quantity Imply Quality?
- 2023
- Working Paper
Are Hospital Quality Indicators Causal?
By: Amitabh Chandra, Maurice Dalton and Douglas O. Staiger
Hospitals play a key role in patient outcomes and spending, but efforts to improve their quality are hindered because we do not know whether hospital quality indicators are causal or biased. We evaluate the validity of commonly used quality indicators, such as... View Details
Keywords: Quality; Health Care and Treatment; Measurement and Metrics; Outcome or Result; Health Industry
Chandra, Amitabh, Maurice Dalton, and Douglas O. Staiger. "Are Hospital Quality Indicators Causal?" NBER Working Paper Series, No. 31789, October 2023.
- April 1989 (Revised January 1990)
- Case
Texas Instruments: Cost of Quality (B)
By: Robert S. Kaplan
A division questions whether to retain, modify, or abandon its cost of quality system now that more direct measures of quality have been adopted. Discusses the role of quality cost measurement in a mature quality management system. View Details
Kaplan, Robert S. "Texas Instruments: Cost of Quality (B)." Harvard Business School Case 189-111, April 1989. (Revised January 1990.)
- August 2002 (Revised December 2002)
- Case
Quality Imaging Products (QIP)
Martin Stein, a recent business school graduate, is the new owner of Quality Imaging Products (QIP), a $10-million-a-year remanufacturer of printer and copier ink cartridges. Within weeks of buying the company, QIP's vp for finance, gives an ultimatum: a raise or he... View Details
Keywords: Business or Company Management; Organizational Culture; Crisis Management; Manufacturing Industry
Spear, Steven J., and Jonathan P Groberg. "Quality Imaging Products (QIP)." Harvard Business School Case 603-057, August 2002. (Revised December 2002.)
- November 1994
- Article
Science, Specific Knowledge, and Total Quality Management
By: Karen H. Wruck and Michael C. Jensen
Wruck, Karen H., and Michael C. Jensen. "Science, Specific Knowledge, and Total Quality Management." Journal of Accounting & Economics 18, no. 3 (November 1994): 247–287. (Reprinted in Michael C. Jensen, Foundations of Organizational Strategy, (Harvard University Press, 1998).)
- 2006
- Working Paper
Pricing Liquidity: The Quantity Structure of Immediacy Prices
By: George Chacko, Jakub W. Jurek and Erik Stafford
Chacko, George, Jakub W. Jurek, and Erik Stafford. "Pricing Liquidity: The Quantity Structure of Immediacy Prices." Harvard Business School Working Paper, No. 07-017, September 2006.
- July 1998
- Case
Quality Furniture Co.
By: David F. Hawkins and Norman Bartczak
A supplier is trying to determine if credit should be extended to two customers whose circumstances have changed. 99U per Case Records. View Details
Hawkins, David F., and Norman Bartczak. "Quality Furniture Co." Harvard Business School Case 199-009, July 1998.
- 2025
- Working Paper
New Product Diffusion Within Retailers: The Effect of Managerial Quality on Rollout
By: Tomomichi Amano and Jorge Tamayo
Retailers are key intermediaries through which consumers encounter innovation in the form of new products. How are these products rolled out within retailers? Despite standardized processes, we observe significant variation in the availability of new products across... View Details
Keywords: Managerial Quality; Firm Performance; Diffusion Of Innovation; New Product Rollout; Retailing; Distribution Channels; Product Launch; Management Skills; Retail Industry; Colombia
Amano, Tomomichi, and Jorge Tamayo. "New Product Diffusion Within Retailers: The Effect of Managerial Quality on Rollout." Harvard Business School Working Paper, No. 25-041, February 2025. (Revised July 2025.)
- Web
Environmental Quality - Institute For Strategy And Competitiveness
HBS ISC Research Areas Research Areas Antitrust & Competition Policy CEO Leadership Environmental Quality Innovation & Innovative Capacity Philanthropy Social Progress Index Environmental Quality... View Details