Publications

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June 2013
Supplement

Olympic Rent-A-Car U.S.: Customer Loyalty Battles, Spreadsheet for Instructors (Brief Case)

By: John Deighton and James T. Kindley

March 2023 (Revised May 2023)
Technical Note

Technical Note: The Traits of Entrepreneurs

By: Jo Tango and Alys Ferragamo

Why do some entrepreneurs succeed and others do not? Are there personality traits that lead someone to become an entrepreneur? Although many questions still remain, there has been significant research on the “entrepreneurial personality.” This note provides an... View Details

Keywords: Entrepreneur; Innovation; Personality; Personality Traits; Risk Preference; Big Five; Locus Of Control; Success; Entrepreneurship; Personal Characteristics

Educators

August 2009 (Revised October 2009)
Teaching Note

The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co. (TN)

By: Willy C. Shih and Chen-Fu Chien

Teaching Note for [610003]. View Details

Keywords: Customer Focus and Relationships; Semiconductor Industry; Taiwan

28 Dec 2018
News

Answering a quick video call to help a blind person is ‘so awesome’

Article

The Right Price, at the Right Moment, to the Right Customer

By: Tim Ham and Marco Bertini

08 May 2015
News

Prestige brands can expand their reach—and make their core customers proud

Managing symbolic and exclusive brands involves an inherent tradeoff. Managers seek to generate growth by extending the customer base to new segments and markets. Yet increased... View Details

16 Jun 2017
News

Managing Student Personal Tech in the Case Classroom By Emma Simmons

Article

Putting the 'Relationship' Back into CRM

By: Susan Fournier and Jill Avery

Many managers think that the way to capture value through relationship marketing is to focus on the 'good' customers and get rid of the 'bad' ones. But there is a lot more to best practice relationship management than maximizing revenues on individual customers and... View Details

Keywords: Marketing; CRM; Customer Relationship Management; Brand Building; Brand Management; Customer Lifetime Value; Customer Focus and Relationships; Customer Satisfaction; Marketing Strategy; Brands and Branding; Consumer Products Industry

2016
Book

Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

By: Elie Ofek, Eitan Muller and Barak Libai

This book bridges the gap between what academics know, and what innovation stakeholders—from managers, to investors, to analysts, to consumers—need to know about how new products and services are expected to perform in the marketplace. The book develops a compelling... View Details

Keywords: Innovation; Technology Diffusion; New Products; Customer Lifetime Value; Monetization Strategy; Social Influence; Innovation Adoption; Forecasting Demand; Commercialization; Marketing Strategy; Practice; Customer Value and Value Chain; Research; Innovation and Management; Technology Adoption; Forecasting and Prediction; Product Development

10 Jul 2014
News

Birchbox Store Opens in NY

Keywords: bricks and mortar; retail; customer engagement; Miscellaneous Store Retailers; Retail Trade

28 Apr 2022
News

Why Companies Should Pay More Attention to Customers Last in Line

29 Jul 2015
News

Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers

1998
Chapter

Beyond the Russian Doll Management Model: New Personal Competencies for New Management Roles

By: C. A. Bartlett and S. Ghoshal

Keywords: Competency and Skills; Management Skills; Management Style; Managerial Roles

November – December 2010
Article

Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help

By: F. Gino and L. Pierce

Keywords: Wealth; Customers

July 20, 2016
Article

To Increase Sales, Get Customers to Commit a Little at a Time

By: Frank V. Cespedes and David Hoffeld

This article discusses what behavioral research does and does not tell us about factors that aid the "closing" of a sales call. View Details

Keywords: Research; Consumer Behavior; Sales

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September 2008
Article

Effect of Personal Taxes on Managers' Decisions to Sell Their Stock

Keywords: Taxation; Management; Sales; Stocks

10 Oct 2018
News

Best Buy Chairman, CEO Hubert Joly Is TCB’s 2018 Person Of The Year

August 1988
Background Note

Close Encounters of the Four Kinds: Managing Customers in a Rapidly Changing Environment

By: Benson P. Shapiro

Describes four kinds of selling: 1) transaction, 2) systems, 3) major account management, and 4) strategic account relationships. Explains the advantages, disadvantages, and risks of each. The second half is devoted to a discussion of strategic account relationships... View Details

Keywords: Customer Relationship Management; Risk and Uncertainty; Social Psychology

Educators