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Show Results For
- All HBS Web
(1,355)
- News (187)
- Research (1,033)
- Events (9)
- Multimedia (2)
- Faculty Publications (635)
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Service Operations; Customer Relationship Management; Customer Satisfaction; Performance
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488.
- 01 Mar 2024
- News
In Harmony
led some of the region’s most significant transactions at MBK, including the 2009 acquisition, with Goldman Sachs, of Universal Studios Japan; the 2013 acquisition of ING Insurance Korea; the buyout in 2015 of Tesco’s Korean subsidiary... View Details
- Research Summary
The Baby Business: How Markets are Changing the Future of Birth
By: Debora L. Spar
It is difficult to conceive of the child as commerce. For even at the start of the 21st century, we like to believe that some things remain beyond both markets and science; that there are some things that money can't buy. In economic terms, these things are defined as... View Details
- January 2020 (Revised May 2021)
- Case
Salary Finance US
By: John R. Wells and Benjamin Weinstock
In October 2019, Dan Macklin, the newly-appointed chief executive of Salary Finance Inc., was weighing his options for the future of the business. The company’s value proposition was quite simple: partner with employers to offer employees affordable loans that were... View Details
Keywords: Employees; Credit; Financing and Loans; Wages; Innovation and Invention; Expansion; Growth Management; Decision Making; Financial Services Industry; United States
Wells, John R., and Benjamin Weinstock. "Salary Finance US." Harvard Business School Case 720-421, January 2020. (Revised May 2021.)
- December 2016
- Article
Deal Process Design in Management Buyouts
Management buyouts (MBOs) are an economically and legally significant class of transaction: not only do they account for more than $10 billion in deal volume per year, on average, but they also play an important role in defining the relationship between inside and... View Details
Subramanian, Guhan. "Deal Process Design in Management Buyouts." Harvard Law Review 130, no. 2 (December 2016): 590–658.
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- 01 Oct 2001
- Research & Ideas
How To Make Restructuring Work for Your Company
also necessary to allocate debt between the two entities, which will generally entail some kind of refinancing. The transaction must meet certain stringent business purpose tests to qualify as tax-exempt. And if the two entities conducted... View Details
Keywords: by Stuart C. Gilson
- June 2024
- Module Note
Value Creation Potential of New Business Models
By: David J. Collis
A business model is composed of three elements. These describe a generic way of creating value and identify the maximum potential value of that model for customers. The elements of a business model are the “job to be done” for the customer, the asset configuration, or... View Details
Keywords: Business Model; Corporate Strategy; Mission and Purpose; Competitive Strategy; Value Creation
Collis, David J. "Value Creation Potential of New Business Models." Harvard Business School Module Note 724-491, June 2024.
- 18 Aug 2022
- Op-Ed
Your Best Employees Are Burning Out: A Framework for Retaining Talent
While gains were focused at the executive and investor levels, these cuts fostered a transactional relationship between businesses and their workers. So, it should be a shock to no one that in recent years, the power dynamic has switched... View Details
Keywords: by Hise Gibson and MaShon Wilson
- 25 Jan 2016
- Research & Ideas
When Negotiating a Price, Never Bid with a Round Number
public databases, big M&A transactions have obvious economic significance, and it would be interesting to see how the market reacted to precise bids versus round ones. To determine the effect of round versus precise bids, the... View Details
Keywords: by Carmen Nobel
- Web
Topics - HBS Working Knowledge
Processes (31) Management Skills (20) Management Style (16) Management Succession (5) Management Systems (4) Management Teams (52) Management (353) Managerial Roles (6) Market Design (7) Market Entry and Exit (6) Market Participation (1) Market Platforms (23) Market... View Details
- Research Summary
The Role of IT in Firm Scope Choice: Diversification or Specialization?
The use of IT can have two, actually opposing, effects on product diversification depending on how technologies are used by the firm. On the one hand, some uses of IT can increase specialization because they allow customers to research and order products remotely,... View Details
- 13 Jan 2020
- Research & Ideas
Do Private Equity Buyouts Get a Bad Rap?
benefit society: asset stripping, short-term profit at the expense of workers, and long-term stability. “There are certainly a lot of concerns around whether these kind of transactions are indeed fomenting inequality by getting rid of... View Details
- 12 Sep 2024
- HBS Seminar
Jose Vasquez, London School of Economics
- 16 Jan 2013
- Research & Ideas
The Messy Link Between Slave Owners and Modern Management
Slave Ownership These accounts and a letter detail business transactions for slaves and related supplies. They are from the Peace Dale Manufacturing Co. Collection, held at Harvard Business School's Baker Library Historical Collections,... View Details
Keywords: by Katie Johnston
- Web
Case Services - Faculty & Research
Located in Chase Hall, Case Services is within easy walking distance to all campus facilities. Although many of its business transactions are conducted electronically for the convenience of customers, its location provides quick access... View Details
- 16 Apr 2009
- Working Paper Summaries
Gray Markets and Multinational Transfer Pricing
Keywords: by Romana L. Autrey & Francesco Bova
- August 2011 (Revised October 2011)
- Case
PureTech Ventures in 2011
By: Andrei Hagiu, Cesar Castro and Sarah Murphy
In early May 2011, Daphne Zohar, founder and managing partner of PureTech Ventures, a life science venture creation company in Boston, MA, was reviewing a term sheet she had just received from a venture capital (VC) firm for one of PureTech's portfolio companies. The... View Details
Keywords: Business Ventures; Business Startups; Venture Capital; Investment; Innovation and Invention; Negotiation; Partners and Partnerships; Science-Based Business; Opportunities; Boston
Hagiu, Andrei, Cesar Castro, and Sarah Murphy. "PureTech Ventures in 2011." Harvard Business School Case 712-419, August 2011. (Revised October 2011.)
- 05 Jul 2012
- What Do You Think?
Why Is Trust So Hard to Achieve in Management?
which leaders are viewed by their followers. It's important to understand why this is the case, given the economic benefits that trust may impart to an organization. These include` higher morale, increased loyalty to the organization, more delegation of authority, and... View Details
Keywords: by James Heskett
- 18 Apr 2023
- Research & Ideas
What Happens When Banks Ditch Coal: The Impact Is 'More Than Anyone Thought'
Consumers who are eager to mitigate climate change can take many actions, such as reducing the number of airline flights they take or installing solar panels on their homes. But the planet is in a race against time, and individual action alone won’t help most countries... View Details