Customer Behavior - Publications - Faculty & Research

31 Aug 2021
Book

Feeling Powerless at Work? Time to Agitate, Innovate, and Orchestrate

Although CEOs hold positions of power, many can feel powerless in certain ways—particularly when it comes to influencing the behaviors and performance of their employees. Yet perhaps they aren’t taking the time to understand what drives... View Details

Keywords: by Jay Fitzgerald

22 Aug 2012
Working Paper Summaries

A Randomized Field Study of a Leadership WalkRounds™-Based Intervention

climate antecedent for positive, discretionary behaviors of frontline staff. We compare change in PIP in the treatment work areas to the same type of work areas in control hospitals. Results: On average, compared to control work areas,... View Details

Keywords: by Anita L. Tucker & Sara J. Singer; Health

28 Oct 2014
First Look

First Look: October 28

behavior of observably similar public and private firms using a new data source on private U.S. firms, assuming for identification that closely held private firms are subject to fewer short-termist pressures. Our results show that... View Details

Keywords: Carmen Nobel

08 Nov 2011
First Look

First Look: Nov. 8

functions under affine cost functions. We first characterize the equilibrium behavior of this class of models in the case where each product in the market is sold by a separate, independent firm, and View Details

Keywords: Sean Silverthorne

07 Aug 2013
What Do You Think?

Is There Still a Role for Judgment in Decision-Making?

Daniel Kahneman. The replacement of customs and biases with data, "big" or "small," has been intended, at least in part, to drive out such things as tradition, habit, and even superstition in endeavors ranging from... View Details

Keywords: by James Heskett

02 Dec 2010
What Do You Think?

Making Right Choices: Art or Science?

presenting them, even when the merit of one alternative is clearly superior to others. A natural aversion to loss leads us to make irrational choices that minimize it. Choices may be expressly made to enable us to conform to the behaviors... View Details

Keywords: by Jim Heskett

26 Mar 2020
Research & Ideas

7 Leadership Principles for Managing in the Time of Coronavirus

an example, model behaviors that are community friendly and supportive. Compassion is extremely important at this time. We may rise to the occasion if we’re fortunate to have a good team around us, but there are many people in our... View Details

Keywords: by John A. Quelch; Health

02 Oct 2006
Research & Ideas

Negotiating in Three Dimensions

customer relationships, dealing with large shareholders and creditors, as well as initiating and managing cross-border strategic alliances. It is true inside the firm where people from different functional areas and divisions need to... View Details

Keywords: by Martha Lagace

16 Mar 2020
Research & Ideas

How the Coronavirus Is Already Rewriting the Future of Business

disingenuous, and in some cases, can lead to behaviors that run counter to the organization’s objectives. But when it’s clear that our engagement is broadly helpful—to ourselves and to others—most people are delighted to engage. By... View Details

Keywords: by Dina Gerdeman

18 Dec 2012
First Look

First Look: December 18

greater customer satisfaction and employee retention after six months as compared to (a) socialization that focused on organizational identity (emphasizing the pride to be gained from organizational affiliation) and (b) the organization's... View Details

Keywords: Carmen Nobel

Web

CSV in Practice - Institute For Strategy And Competitiveness

but for Cisco customers, increasing industry growth. The program has also strengthened Cisco’s relationships with suppliers, customers and government. Integrating Strategy Across Levels - Novartis in Rural India Reconceiving Products &... View Details

20 Nov 2012
First Look

First Look: November 20

H-E-B was first and foremost a retailer that had to compete against the likes of Walmart. He needed to make sure that H-E-B was serving its customers what they wanted while also trying to influence their buying View Details

Keywords: Sean Silverthorne

13 Nov 2019
Research & Ideas

Don't Turn Your Marketing Function Over to AI Just Yet

envisioned “virtual market” machine could become a reality but would still require one missing ingredient: a soul. The “soul” is our human intuition, scientific expertise, awareness of customer preferences, and industry knowledge—all... View Details

Keywords: by Kristen Senz

01 Jun 2024
News

Alumni and Faculty Books

360-degree life that fully embraces both. The 10-Second Customer Journey: The CXO’s Playbook for Growing and Retaining Customers in a Digital World By Todd Unger (MBA 1990) Practical Inspiration Publishing... View Details

03 Oct 2017
First Look

First Look at Research and Ideas, October 3, 2017

manipulation that involves misclassifying a patient into a diagnosis-related group that yields higher reimbursement. As overbilling allows hospitals to increase revenues without altering operations, affecting costs, or having to reverse such View Details

Keywords: by Sean Silverthorne

18 Nov 2002
Research & Ideas

Where Morals and Profits Meet: The Corporate Value Shift

destroy health, wealth, and life itself. The issues span the ethical spectrum: falsified books and records, misleading communications, defective and dangerous products shipped without warnings or information, abusive behavior and unsafe... View Details

Keywords: by Carla Tishler

October 2017 (Revised August 2018)
Case

HTC and Virtual Reality

By: David B. Yoffie, Andy Wu and Allison M. Ciechanover

In fall 2017, HTC CEO and Chairperson Cher Wang was driving the company to focus on virtual reality (VR). HTC's first VR product, VIVE, released in spring 2016, was applauded for its superior immersive room-scale capabilities. However, early adoption of VR beyond... View Details

Keywords: Virtual Reality; Strategy; Competition; Information Technology; Innovation and Management; Consumer Behavior; Customer Relationship Management; Technology Industry

Citation

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Web

Strategy Execution Online Course | HBS Online

responsibilities Foster successful strategy execution by establishing an environment that communicates which opportunities and behaviors are encouraged and which are out of bounds Who Will Benefit Mid-Level Managers and Professionals... View Details

06 Aug 2013
First Look

First Look: August 6

Costs of Racial 'Color Blindness' By: Norton, Michael I., and Evan P. Apfelbaum Abstract—The article looks at research on people's attitudes and behaviors with respect to noticing and referring to a person's race. It explains the 2013... View Details

Keywords: Anna Secino

26 Nov 2001
Op-Ed

Why Corporate Budgeting Needs To Be Fixed

budgeting, like death and taxes, will always be with us, deceitful behavior doesn't have to be. That's because the budget process itself isn't the root cause of the counterproductive actions; rather, it's the use of budget targets to... View Details

Keywords: by Michael C. Jensen

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