Customer Behavior - Publications - Faculty & Research

02 Feb 2018
Working Paper Summaries

Last Place Aversion in Queues

24 Apr 2018
First Look

First Look at New Research and Ideas, April 24, 2018

April 2018 Management Science Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits By: Bell, David R., Santiago Gallino, and Antonio Moreno Abstract—Omnichannel environments where customers shop online and offline at... View Details

Keywords: Sean Silverthorne

04 Aug 2006
What Do You Think?

What Happens When the Economics of Scarcity Meets the Economics of Abundance?

terms of where value is added in the supply chain . The value is created through the service of helping customers find what they want within the sea of choice . It is ironic that the Internet, which is supposedly the key driver of... View Details

Keywords: by James Heskett

22 Dec 2022
News

LGBTQ+ Alumni Forums Expand; 2023 Alumni New Venture Competition Is Underway

discussions on startups, venture capital, and other topics related to early-stage ventures. "The alumni NVC enables founders to network with the investors and customers that may be interested in their products or services, and access to a... View Details

Keywords: Margie Kelley

01 Feb 1998
News

Stephen Covey's Successful Habits

businesses in this country. Without listening, the organization (and its stakeholders) can't properly adapt to customers or the marketplace. How do you motivate business leaders who are not good listeners to become so? Force of... View Details

01 Mar 2014
News

Feedback

they gave was of a European hospital that changed scheduling to be patient-centric. The entire patient experience was vastly improved and did not hurt the hospital's income. Other than the airline industry it is hard to find an industry that treats its View Details

Keywords: Health, Social Assistance

08 Aug 2023
Research & Ideas

The Rise of Employee Analytics: Productivity Dream or Micromanagement Nightmare?

With more data available than ever before, why would any executive gamble on a hunch—especially for decisions that involve their own employees? An emerging field that uses data to study human behavior at work, “people analytics” is... View Details

Keywords: by Ben Rand

04 Apr 2019
Cold Call Podcast

Can Mark Zuckerberg Rebuild Trust in Facebook?

very narrow slice. They know exactly the kind of customer they're looking at and they can go at them. Of course, this was subject then to other influences like the Russian influences, but I just felt that this goes way beyond Cambridge... View Details

Keywords: Re: Andi Wang

March 2016
Teaching Note

Catalina in the Digital Age

By: Uma R. Karmarkar and Robert J. Dolan

"Catalina in the Digital Age" considers how a company with a dominant market position should evolve its established product lines given the rise of novel digital technologies. Since its founding in 1983, Catalina had enjoyed a distinct position in the world of consumer... View Details

Keywords: Coupons; Information Technology; Customer Relationship Management; Consumer Behavior; Product Marketing; Retail Industry

Citation

Purchase

25 Mar 2019
News

Rent The Runway Joins the Unicorn Club

milestone, CEO Jennifer Hyman (MBA 2009), told Forbes that the company “has created a new consumer behavior of dynamic ownership and clothing rental has become an essential utility in our members’ lives.” Hyman goes on to say that RTR is... View Details

Keywords: Clothing and Clothing Accessories Stores; Retail Trade

30 Dec 2013
Research & Ideas

Most Popular Articles of 2013

Christensen. It's time for companies to look at products the way customers do: as a way to get a job done. Is Your iPhone Turning You Into a Wimp? The body posture inherent in operating everyday gadgets affects not only your back, but... View Details

Keywords: by Staff

23 Sep 2021
News

Confronting Sustainability in Business; Pro-Bono Consulting for Black-Owned Companies

then finally seeing the outcomes. “Measuring the impact of our actions on the environment, employees, and customers is becoming increasingly important,” Serafeim says. ”With impact-weighted accounts, we have the opportunity to redefine... View Details

Keywords: Margie Kelley

01 Jun 2012
News

Alumni Book Briefs

by Philip Delves Broughton (MBA 2006) (Penguin Press) Delves Broughton discusses his quest to find the world’s great wizards of sales, among them a Moroccan rug merchant who uses age-old principles to read his customers and Anthony... View Details

Keywords: News, Library, Internet, and Other Services; Information; Clothing and Clothing Accessories Stores; Retail Trade

10 Oct 2007
First Look

First Look: First Look: October 10

Abstract We study the effect of small windfalls on consumer-spending decisions by examining the purchasing behavior of a sample of online grocery shoppers over the course of a year. We compare the purchases View Details

Keywords: Martha Lagace

28 May 2019
News

Leading Questions

successful.” The assessment trend is also driven by companies that are eager for what Schlatka calls “people data.” Businesses that have long relied on customer numbers and financial reports to make important decisions have recognized... View Details

Keywords: April White

21 Jan 2020
Research & Ideas

Lessons for Retailers from the Rebirth of Indie Bookstores

As big box bookstores Barnes & Noble and Borders spread across the landscape in the 1990s, retail observers sounded the death knell for small, independent booksellers. But they had no idea of the onslaught that was coming. Amazon.com launched in 1995, offering... View Details

Keywords: by Michael Blanding; Entertainment & Recreation

01 Aug 2001
News

Cleveland Global Alumni Conference a Sold-Out Success

Bridgestone/Firestone. "That was a tremendously difficult period for our customers and for us as a leadership team," recalled Nasser, before adding that Ford's commitment to consumers made it an easy decision to replace some 13 million... View Details

Keywords: Hanna, Julia; Frank Batten (MBA '52); Colleges, Universities, and Professional Schools; Educational Services

15 Dec 2024
News

The Golden Thread

YouTube) Order the book TEDx Atlanta talk on The Progress Principle Amabile also spent hours talking with two of her younger sisters about behavior they observed in other family members or in classmates at school: “Why did they act that... View Details

Keywords: Julia Hanna; Illustration by Nigel Buchanan; retirement; careers; psychology

January 1991 (Revised March 2010)
Supplement

Westchester Distributing, Inc. (B)

By: Robert L. Simons and Robert Boxwell

Describes the actions taken by the owner/president to resolve the dilemma. View Details

Keywords: Crime and Corruption; Customers; Problems and Challenges; Governance Controls; Compensation and Benefits; Behavior; Distribution Industry