Customer Behavior - Publications - Faculty & Research

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

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

Web

Courses by Faculty Unit - Course Catalog

Exploring Japan's Innovation Ecosystem (also listed under Strategy) Ramon Casadesus-Masanell Tomomichi Amano January 2026 J 3.0 Innovation and Renovation: Optimizing Product Line Architecture Tomomichi Amano Spring 2026 Q4 1.5 Managing View Details

01 Jun 2002
News

Up to the Challenge: Demola Gbadegesin - In the Right Direction

institutions the technology to identify customers using fingerprints and smart cards. “In much of the developing world, there is no system of identification,” he explains, “and that makes it virtually impossible to grant credit to... View Details

Keywords: Susan Young; democracy; family; technology; Finance; Architectural, Engineering, and Related Services; Professional Services

06 Jan 2016
What Do You Think?

Why Do Leaders Get Their Timing Wrong?

behaviors either were not reported or, if they were, not communicated up the line. Under these practices, top management’s claims that it was unaware of what was happening may be believable. But were there other, more obvious signs of... View Details

Keywords: by James Heskett; Auto; Fashion

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

19 Sep 2016
Research & Ideas

Why Isn't Business Research More Relevant to Business Practitioners?

journals. “Academic research can be helpful, but it tends to be overly complex, hard to digest, and not backed by real quantitative insights from customer populations or engagements,” says Neale-May, executive director of the Chief... View Details

Keywords: by Carmen Nobel; Education

29 Jan 2021
Op-Ed

How Influencers, Celebrities, and FOMO Can Win Over Vaccine Skeptics

be classified into five segments: innovators, early adopters, early majority, late majority, and laggards. Each of the five segments has its own behavioral and demographic characteristics, with varying levels of uncertainty about the... View Details

Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim

01 Mar 2021
What Do You Think?

What Does Remote Work Mean for Middle Managers?

information, creating surprises for top management. That claim was part of the defense used by top management in the Wells Fargo customer fraud scandal. Even academics are loath to probe middle management. A 1993 study about middle... View Details

Keywords: by James Heskett

04 Nov 2013
Research & Ideas

The Real Cost of Bribery

existent. "Bribery is a global phenomenon, and people engage in this type of behavior all over the world," Serafeim says. "There are different magnitudes and different extents of bribery, but everywhere in the world you can... View Details

Keywords: by Carmen Nobel

10 Sep 2020
Research & Ideas

The COVID Two-Step for Leaders: Protect and Pivot

top executive. Because of the COVID-19 outbreak, we are all taking in vast amounts of new information every day and adjusting to an entirely new set of behavioral habits. In addition, most of us are dealing with unprecedented tasks and... View Details

Keywords: by Boris Groysberg and Katherine Connolly Baden

Web

Frequently Asked Questions | HBS Online

terms are subject to change. HBS Online for Organizations What types of organizations qualify for an Enterprise Agreement? We work with a variety of companies, from large multinational corporations to small businesses, and universities across the globe. Can courses be... View Details

March 2017 (Revised September 2017)
Case

Facebook Fake News in the Post-Truth World

By: John R. Wells and Carole A. Winkler

In January 2017, Mark Zuckerberg, founder and CEO of Facebook, was surrounded by controversy. The election of Donald Trump as the next president of the United States in November 2016 had triggered a national storm of protests, and many attributed Trump’s victory to... View Details

Keywords: Facebook; Fake News; Mark Zuckerberg; Donald Trump; Algorithms; Social Networks; Partisanship; Social Media; App Development; Instagram; WhatsApp; Smartphone; Silicon Valley; Office Space; Digital Strategy; Democracy; Entry Barriers; Online Platforms; Controversy; Tencent; Agility; Social Networking; Gaming; Gaming Industry; Computer Games; Mobile Gaming; Messaging; Monetization Strategy; Advertising; Digital Marketing; Business Ventures; Acquisition; Mergers and Acquisitions; Business Growth and Maturation; Business Headquarters; Business Organization; For-Profit Firms; Trends; Communication; Communication Technology; Forms of Communication; Interactive Communication; Interpersonal Communication; Talent and Talent Management; Crime and Corruption; Voting; Demographics; Entertainment; Games, Gaming, and Gambling; Moral Sensibility; Values and Beliefs; Initial Public Offering; Profit; Revenue; Geography; Geographic Location; Global Range; Local Range; Country; Cross-Cultural and Cross-Border Issues; Globalized Firms and Management; Globalized Markets and Industries; Governing Rules, Regulations, and Reforms; Government and Politics; International Relations; National Security; Political Elections; Business History; Recruitment; Selection and Staffing; Information Management; Information Publishing; News; Newspapers; Innovation and Management; Innovation Strategy; Technological Innovation; Knowledge Dissemination; Human Capital; Law; Leadership Development; Leadership Style; Leading Change; Business or Company Management; Crisis Management; Goals and Objectives; Growth and Development Strategy; Growth Management; Management Practices and Processes; Management Style; Management Systems; Management Teams; Managerial Roles; Marketing Channels; Social Marketing; Network Effects; Market Entry and Exit; Digital Platforms; Marketplace Matching; Industry Growth; Industry Structures; Monopoly; Media; Product Development; Service Delivery; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Organizational Structure; Public Ownership; Problems and Challenges; Business and Community Relations; Business and Government Relations; Groups and Teams; Networks; Rank and Position; Opportunities; Behavior; Emotions; Identity; Power and Influence; Prejudice and Bias; Reputation; Social and Collaborative Networks; Status and Position; Trust; Society; Civil Society or Community; Culture; Public Opinion; Social Issues; Societal Protocols; Strategy; Adaptation; Business Strategy; Commercialization; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Customization and Personalization; Diversification; Expansion; Horizontal Integration; Segmentation; Information Technology; Internet and the Web; Mobile and Wireless Technology; Internet and the Web; Applications and Software; Information Infrastructure; Digital Platforms; Internet and the Web; Mobile and Wireless Technology; Valuation; Advertising Industry; Communications Industry; Entertainment and Recreation Industry; Information Industry; Information Technology Industry; Journalism and News Industry; Media and Broadcasting Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; United States; California; Sunnyvale; Russia

Citation

Educators

Purchase

18 Oct 2011
First Look

First Look: October 18

creativity is a better predictor of unethical behavior than intelligence (Experiment 1). In addition, we find that participants who were primed to think creatively were more likely to behave dishonestly than those in a control condition... View Details

Keywords: Sean Silverthorne

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

25 Mar 2015
HBS Case

Tate’s Digital Makeover Transforms the Traditional Museum

can be tracked through clicks, page views, and time on the site, as well as through a host of other metrics. But, says Avery, "there is often still not a direct link to the type of customer behavior we... View Details

Keywords: by Michael Blanding; Education

Web

2024 Reunion Presentations - Alumni

behavior of others. In his book Complicit, Professor Max Bazerman offers strategies for recognizing and avoiding the psychological and other traps that lead us to ignore, condone, or actively support wrongdoing in our businesses,... View Details

11 Jan 2010
Research & Ideas

Mixing Open Source and Proprietary Software Strategies

resources to developing open source products. That sort of behavior is initially puzzling to economists because the firm is participating in the development of something that is going to be given away for free. Once you begin studying... View Details

Keywords: by Julia Hanna; Web Services

12 Nov 2021
News

Alumni Business Leaders on Confronting the Climate Change Challenge

We see a strong push from customers and investors to adopt climate-positive policies and products. And we see movement to adopt policies that emphasize human consequences, these in addition to traditional approaches to compliance with... View Details

06 Aug 2019
Cold Call Podcast

Super Bowl Ads Sell Products, but Do They Sell Brands?

expand your ROI on the investment. Kenny: Which, obviously, continues to drive the cost up. So, now we're not just talking about advertising. We're talking about the incremental expense of building a social media campaign around this. I've got to engage my View Details

Keywords: Advertising; Sports; Entertainment & Recreation; Media & Broadcasting

Publications