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- All HBS Web (489)
- Faculty Publications (130)
Show Results For
- All HBS Web (489)
- Faculty Publications (130)
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- April 2000
- Background Note
Market Failures
Examines the role of transaction costs in impeding the functioning of markets and shows how the concept of transaction costs sheds light on a broad range of issues in strategy. View Details
Keywords: Competitive Strategy; Competition; Corporate Strategy; Cost; Market Transactions; Industry Clusters; Failure; Internet
Anand, Bharat N., Tarun Khanna, and Jan W. Rivkin. "Market Failures." Harvard Business School Background Note 700-127, April 2000.
- 2007
- Working Paper
Modularity, Transactions, and the Boundaries of Firms: A Synthesis
This paper constructs a unified theory of the location of transactions and the boundaries of firms. It proposes that systems of production can be viewed as networks of tasks. Transactions, defined as mutually agreed-upon transfers with compensation, are located... View Details
Keywords: Geographic Location; Market Entry and Exit; Market Transactions; Industry Structures; Production; Boundaries; Theory
Baldwin, Carliss Y. "Modularity, Transactions, and the Boundaries of Firms: A Synthesis." Harvard Business School Working Paper, No. 08-013, September 2007.
- March 1995 (Revised April 1995)
- Background Note
Scope of the Corporation, The
By: David J. Collis
Describes analyses that determine the appropriate limit to the scope of the firm. Examines both the production cost justification for firm diversification--economies of scope and shared resources, and the governance cost justification for including transactions inside... View Details
Collis, David J. "Scope of the Corporation, The." Harvard Business School Background Note 795-139, March 1995. (Revised April 1995.)
- 16 Feb 2017
- HBS Seminar
Chad Syverson, Chicago Booth School of Business
- 2013
- Working Paper
Securities Litigation Risk for Foreign Companies Listed in the U.S.
By: Beiting Cheng, Suraj Srinivasan and Gwen Yu
We study securities litigation risk faced by foreign firms listed on U.S. exchanges. We take into account not only the propensity for foreign firms to commit violations of U.S. securities laws but also the costs that investors face when suing foreign firms. We find... View Details
Keywords: Litigation Risk; Cross Listing; Bonding; 10b-5; Securities Litigation; U.S.Listing; Class Action; Risk and Uncertainty; Debt Securities; Globalized Firms and Management; Ethics; Lawsuits and Litigation; United States
Cheng, Beiting, Suraj Srinivasan, and Gwen Yu. "Securities Litigation Risk for Foreign Companies Listed in the U.S." Harvard Business School Working Paper, No. 13-036, October 2012. (Revised March 2014.)
- 13 Oct 2006
- Working Paper Summaries
Pricing Liquidity: The Quantity Structure of Immediacy Prices
- January–February 2017
- Article
The Truth about Blockchain
By: Marco Iansiti and Karim R. Lakhani
Contracts, transactions, and records of them provide critical structure in our economic system, but they haven’t kept up with the world’s digital transformation. They’re like rush-hour gridlock trapping a Formula 1 race car. Blockchain promises to solve this problem.... View Details
Keywords: Technological Innovation; Technology Adoption; Information Management; Information Technology Industry
Iansiti, Marco, and Karim R. Lakhani. "The Truth about Blockchain." Harvard Business Review 95, no. 1 (January–February 2017): 118–127.
- Research Summary
Asset Specificity and Vertical Integration: Williamson's Hypothesis Reconsidered
A point repeatedly stressed by transaction cost economics is that the more specific the asset, the more likely is vertical integration to be optimal. In spite of the profusion of empirical papers supporting this prediction, recent surveys and casual observation... View Details
- June 1995
- Case
AT&T's Acquisition of NCR
Dennis R. Beresford, Chairman of the FASB, reflects on the AT&T and NCR merger and AT&T's desire to qualify the transaction for pooling of interest treatment, an accounting method allowing companies to record assets acquired in business combinations at historical cost... View Details
Barth, Mary E., and Dale Coxe. "AT&T's Acquisition of NCR." Harvard Business School Case 195-239, June 1995.
- 22 Jan 2010
- Working Paper Summaries
Competing Ad Auctions
- 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.)
- February 2006
- Case
Fraikin SA
By: W. Carl Kester, Vincent Marie Dessain and Monika Stachowiak
Provides an example of a so-called "whole business" securitization. In early 2004, Fraikin, France's leading industrial vehicle rental company, compares several alternatives for refinancing a large bridge loan within a year. Presents three primary options: a classic... View Details
Keywords: Debt Securities; Transportation; Renting or Rental; Transportation Industry; Service Industry; France
Kester, W. Carl, Vincent Marie Dessain, and Monika Stachowiak. "Fraikin SA." Harvard Business School Case 206-090, February 2006.
- March 2003 (Revised June 2003)
- Case
International Securities Exchange, The: New Ground in Options Markets
This case examines the equity options market and studies the major parties involved and the options trading process. It takes an in-depth look at the path taken by the International Securities Exchange as it entered a mature exchange industry and transformed itself... View Details
Chacko, George C., and Eli Strick. "International Securities Exchange, The: New Ground in Options Markets." Harvard Business School Case 203-063, March 2003. (Revised June 2003.)
- 23 Jun 2003
- Research & Ideas
Building a Better Buyer-Seller Relationship
Buyers and sellers in mature industrial markets can turn single transactions into long-term beneficial relationships by a deeper understanding of the complex connection between the two, says Harvard Business School professor Narakesari... View Details
Keywords: by Martha Lagace
- 04 Oct 2013
- Working Paper Summaries
Imperfect Information, Patent Publication, and the Market for Ideas
- Teaching Interest
Finance II (MBA Required Curriculum)
By: Benjamin C. Esty
This course builds on the foundation developed in Finance I, focusing on three sets of managerial decisions:
- How to evaluate complex investments.
- How to set and execute financial policies within a firm.
- How to integrate... View Details
Keywords: Finance
- 2007
- Working Paper
Multi-Sided Platforms: From Microfoundations to Design and Expansion Strategies
By: Andrei Hagiu
Multi-sided platforms (MSPs), which bring together two or more interdependent groups of customers, have recently risen to economic and business prominence in many industries. This paper first lays out a simple micro-founded framework which aims to organize academic and... View Details
Keywords: Multi-Sided Platforms
Hagiu, Andrei. "Multi-Sided Platforms: From Microfoundations to Design and Expansion Strategies." Harvard Business School Working Paper, No. 07-094, May 2007.
- 31 Mar 2016
- News
Network Effects Aren’t Enough
- 2022
- Working Paper
Banking on Transparency for the Poor: Experimental Evidence from India
By: Erica M. Field, Natalia Rigol, Charity M. Troyer Moore, Rohini Pande and Simone G. Schaner
Do information frictions limit the benefits of financial inclusion drives for the rural poor? We evaluate an experimental intervention among recently banked poor Indian women receiving government cash transfers via direct deposit. Treated women were provided automated... View Details
Field, Erica M., Natalia Rigol, Charity M. Troyer Moore, Rohini Pande, and Simone G. Schaner. "Banking on Transparency for the Poor: Experimental Evidence from India." NBER Working Paper Series, No. 30289, July 2022.