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- Faculty Publications (388)
Show Results For
- All HBS Web
(837)
- People (1)
- News (178)
- Research (546)
- Events (3)
- Multimedia (3)
- Faculty Publications (388)
- 2009
- Chapter
Creating Superior Customer Value in a Connected World
By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
- October 1991 (Revised August 2000)
- Case
Becton Dickinson & Company: VACUTAINER Systems Division (Condensed)
By: V. Kasturi Rangan and Frank V. Cespedes
Becton Dickinson, a phenomenally successful company with an 80% market share in the blood collection needles and syringes market faces a change in the customer buying environment (cost containment pressures at hospitals). This forces a reevaluation of the company's... View Details
Keywords: Business Divisions; Customer Satisfaction; Demand and Consumers; Market Participation; Distribution Channels; Success; Corporate Strategy; Value Creation; Health Industry
Rangan, V. Kasturi, and Frank V. Cespedes. "Becton Dickinson & Company: VACUTAINER Systems Division (Condensed)." Harvard Business School Case 592-037, October 1991. (Revised August 2000.)
- September 2020 (Revised June 2021)
- Case
Gong: Resonating Conversational Insights
By: Alison Wood Brooks and Trevor Spelman
In 2015, Amit Bendov was struck by a realization about a new technology that might be able to transcribe musical notation in real-time, which eventually became known as Gong. Gong’s business proposition was simple: provide software that automatically captures,... View Details
Keywords: Applications and Software; Technological Innovation; Communication; Performance Effectiveness; Sales; Customer Satisfaction; Competitive Strategy
Brooks, Alison Wood, and Trevor Spelman. "Gong: Resonating Conversational Insights." Harvard Business School Case 921-015, September 2020. (Revised June 2021.)
- May 1999
- Background Note
Note on Behavioral Pricing
The note introduces the behavioral or psychological aspects of consumer price acceptance. Begins by reviewing the traditional economic approach to product pricing and consumer price acceptance--namely, that consumers should be willing to purchase anytime a product's... View Details
Keywords: Customer Satisfaction; Decisions; Fairness; Price; Marketing Strategy; Behavior; Perspective; Public Opinion
Gourville, John T. "Note on Behavioral Pricing." Harvard Business School Background Note 599-114, May 1999.
- September 2010 (Revised January 2012)
- Case
Emergia: Driving Profitability on Help Desk Contracts
Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry
Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
- 09 Jan 2018
- First Look
First Look at New Research and Ideas, January 9, 2018
experiments in which participants waited in virtual queues, revealed that waiting in last place diminishes wait satisfaction while increasing the probabilities of switching and abandoning queues. After controlling for other factors,... View Details
Keywords: Sean Silverthorne
- November 2010 (Revised April 2011)
- Supplement
Aman Resorts (B)
By: Eugene Soltes and Aldo Sesia
The (B) case describes how employees are rewarded and compensated and is used to supplement the (A) case. View Details
Keywords: Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Compensation and Benefits; Employees; Performance Evaluation; Motivation and Incentives; Accommodations Industry
Soltes, Eugene, and Aldo Sesia. "Aman Resorts (B)." Harvard Business School Supplement 111-015, November 2010. (Revised April 2011.)
- 11 Mar 2001
- Research & Ideas
Wired and Black: Focus on Careers
are," he said. Good managers, he added, should "value what others devalue." "If marketing is the priority, look at manufacturing," Thomas suggested. Seeking Balance In the end, though, all the panelists said job View Details
Keywords: by Carrie Levine
- Web
How to Onboard Recently Graduated MBAs - Recruiting
perspectives, new dimensions — and sometimes new challenges — are naturally introduced: evolving what is familiar means that establishing and promoting shared expectations can become more complex. To reduce friction and increase mutual View Details
- 01 Jan 2002
- News
Orin C. Smith (MBA '67)
right things were done that day." It's easy to hear the note of satisfaction and pride in Smith's voice, and while he's too modest to openly acknowledge his leadership role in Starbucks' phenomenal success, he's too honest to discount the... View Details
- 06 Dec 2019
- Blog Post
Moving to the States with My Daughter to Pursue an MBA and Switch Careers
creativity, and tangible impact. Still, I realized that I was not satisfied with my growth and needed something more challenging and fulfilling for the long term. I prioritized self-reflection to more clearly understand my motivations and what brings me View Details
- September 1999 (Revised July 2006)
- Case
Juice Guys (A)
By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
- Web
Medium of Artistic Expression - Edwin H. Land & Polaroid | Harvard Business School
photographer and the photograph," Land reflected, "it is hoped that many of the satisfactions of working in the early arts can be brought to a new group of photographers." 86 EXPLORE MORE OF THE EXHIBIT EXPLORE x HOME EMERGENCE OF A NEW... View Details
- 19 Jul 2004
- Research & Ideas
Your Customers: Use Them or Lose Them
her course for Harvard MBA students, Managing Service Operations, which explores interactions between firms and customers. Defy Conventional Wisdom Commerce Bank entered a mature industry where the overall level of customer satisfaction... View Details
Keywords: by Martha Lagace
- 04 Mar 2002
- Research & Ideas
Don’t Lose Money With Customers
customer. "Sometimes it makes sense to have a conversation with customers to find out how satisfied they are, and there are other times when the vendor might be better off drawing inferences from observations of actual customer behavior," Narayandas says.... View Details
Keywords: by Peter K. Jacobs
- 01 Apr 1997
- News
HBS Conferences Explore Range of Issues
managed to achieve success and satisfaction in both realms. She related how in June 1983, six months pregnant with her first child, she became the Times' highest-ranking woman when the paper named her deputy metropolitan editor. She took... View Details
- 01 Dec 1998
- News
Managing the Business of Life
think the so-called rewards they bring are pretty overrated." Rather, Glover finds immense satisfaction in helping clients create safer workplaces and a cleaner environment. "The icing on the cake," she says, "is that we simultaneously... View Details
- February 2025 (Revised February 2025)
- Case
Managing Complexity at mymuesli
By: Thomas Graeber and Stacy Straaberg
In April 2009, direct-to-consumer e-commerce muesli brand mymuesli faced a flood of customer questions. The breakfast cereal startup enabled users to order personalized muesli on its website by choosing from 75 organic ingredients for a total of 566 quadrillion... View Details
- July 2004 (Revised July 2005)
- Case
Activision: The 'Kelly Slater's Pro Surfer' Project
By: Alan D. MacCormack, Enrico D"Angelo and Kerry Herman
Mike Ward, the producer in charge of developing the Kelly Slater's Pro Surfer game for Activision, must decide whether to launch the game in time for the 2002 Christmas season. Complicating his decision are the lukewarm response from consumers to TV test spots of the... View Details
Keywords: Games, Gaming, and Gambling; Product Development; Customer Satisfaction; Projects; Business or Company Management; Product Launch; Marketing Strategy; Decision Choices and Conditions; Industry Structures; Innovation Strategy; Entertainment and Recreation Industry; United States
MacCormack, Alan D., Enrico D"Angelo, and Kerry Herman. "Activision: The 'Kelly Slater's Pro Surfer' Project." Harvard Business School Case 605-020, July 2004. (Revised July 2005.)
- 01 Jun 1998
- News
Diversity and Community
satisfaction creates greater customer retention. Workplace and career satisfaction improve employee attitudes, performance, and retention, reducing absenteeism, turnover, and the need for repeating costly... View Details
Keywords: Garry Emmons