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  • Web

Named Fellowship Funds - Alumni

committed to acting as agents of change in the realm of behavioral and mental health. Hesham (OPM 37, 2008) and Adlina (OPM 46, 2015) Hafez Family Fellowship The Hesham and Adlina Hafez Family Fellowship was established through the... View Details
  • January 2024 (Revised February 2024)
  • Exercise

Travelogo: Understanding Customer Journeys

By: Eva Ascarza, Nicolas Padilla and Oded Netzer
In late May 2023, Sarah Merino, the newly appointed manager of the Customer Insights group at Travelogo—an online travel booking platform—initiates a comprehensive analysis of clickstream data to understand the varied behaviors and needs of their users. In preparation... View Details
Keywords: Customer Relationship Management; Analysis; Analytics and Data Science; Marketing Strategy; Segmentation; Consumer Behavior; Travel Industry; United States
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  • April 2020
  • Background Note

U.S. Food Retail During the Pandemic: March 2020

By: José B. Alvarez and Natalie Kindred
This note, written in late March 2020 and mainly U.S. focused, looks at the unfolding impact of the coronavirus pandemic on food retailers and their suppliers. It allows student to consider the challenges facing food retail executives as they navigate urgent supply... View Details
Keywords: Coronavirus Pandemic; Risk and Uncertainty; Risk Management; Food; Supply Chain; Consumer Behavior; Demand and Consumers; Trade; Crisis Management; Health Pandemics; Food and Beverage Industry; Agriculture and Agribusiness Industry; Retail Industry; United States
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  • 23 Aug 2011
  • First Look

First Look: August 23

unobserved program attributes. Our focus is on the network television industry, in which the products are television shows. We estimate a model that allows us to distinguish between the direct effect of advertising on utility and its effect through the information set.... View Details
Keywords: Sean Silverthorne
  • 16 Jun 2020
  • Research & Ideas

Your Customers Have Changed. Here's How to Engage Them Again.

engage them? How should firms adjust? What is clear in the COVID-deaccession is that this change in customer behavior is pushing firms into a new “directional reality.” Firms need to adapt to shifting customer wants by engaging a more... View Details
Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service
  • Web

Topics - HBS Working Knowledge

(19) Annual Reports (2) Annuities (1) Arts (2) Asset Management (3) Asset Pricing (4) Assets (11) Attitudes (18) Auctions (4) Balanced Scorecard (11) Banks and Banking (30) Behavioral Finance (7) Behavior... View Details
  • 16 Feb 2010
  • Research & Ideas

The Outside-In Approach to Customer Service

Amazon, last decade Best Buy began with a comprehensive segmentation of its customers. As part of this initiative, the company realized that although 55 percent of its customers were women, most of these women did not enjoy their shopping... View Details
Keywords: by Sarah Jane Gilbert; Consumer Products
  • September 2010 (Revised February 2011)
  • Case

Red Lobster

By: David E. Bell and Jason Riis
Red Lobster, a 40-year-old chain of seafood restaurants, has just completed some market research revealing an opportunity to shift its target customer segment. The chain is in the final stages of a 10-year plan of rejuvenation under CEO Kim Lopdrup. When he took over... View Details
Keywords: Advertising; Customer Satisfaction; Marketing Strategy; Consumer Behavior; Research; Segmentation; Food and Beverage Industry
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  • 30 May 2018
  • Research & Ideas

Should Retailers Match Their Own Prices Online and in Stores?

value of the product is low and there aren’t too many undecided consumers, to offer the price match doesn’t give you much in terms of extra profits from the segment that comes to the store,” Ofek says. “By price discriminating across... View Details
Keywords: by Dina Gerdeman; Retail
  • 13 Oct 2015
  • First Look

October 13, 2015

contribution rates differ between employees hired before versus after the Roth introduction, which means that the amount of retirement consumption being purchased by 401(k) contributions increases after the Roth introduction. A survey experiment suggests two View Details
  • Web

Technology & Innovation - Faculty & Research

worst non-recipients. Our results suggest that while receiving the grant does bring an injection of funding that alleviates financing constraints, its core effect on the firm's innovative behavior is in fostering collaborations and... View Details
  • 01 Oct 2007
  • Research & Ideas

Encouraging Dissent in Decision-Making

notion that a large segment of consumers might prefer automobiles that were safe and fuel-efficient. Coca-Cola ignored evidence that "New Coke" would fizzle and launched it anyway. Companies in the mechanical-watch and... View Details
Keywords: by Garry Emmons
  • 16 Apr 2001
  • Research & Ideas

Breaking the Code of Change

Theory O change, Scott Paper operated in a highly competitive, cyclical, capital-intensive global industry. Like Champion International, it operated in two different segments of the paper industry and had several businesses in markets... View Details
Keywords: by Michael Beer & Nitin Nohria
  • 26 Apr 2011
  • First Look

First Look: April 26

unchanged. We find that CLV availability resulted in a significant shift in attention towards the more profitable client segments (the weight of the top segment in the portfolio of customers increases from... View Details
Keywords: Sean Silverthorne
  • 09 Apr 2019
  • First Look

New Research and Ideas, April 9, 2019

regulation. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=55884 April 2019 Journal of Economic Behavior & Organization Incentives for Public Goods Inside Organizations: Field Experimental Evidence By: Blasco,... View Details
Keywords: Dina Gerdeman
  • 25 Apr 2017
  • First Look

First Look at New Research, April 25

Economics & Management Strategy Measuring Consumer Preferences for Video Content Provision via Cord-Cutting Behavior By: Prince, Jeffrey, and Shane Greenstein Abstract—The television industry is undergoing a generational shift in... View Details
Keywords: Sean Silverthorne
  • 2011
  • Working Paper

Price Competition under Multinomial Logit Demand Functions with Random Coefficients

In this paper, we postulate a general class of price competition models with Mixed Multinomial Logit demand functions under affine cost functions. We first characterize the equilibrium behavior of this class of models in the case where each product in the market is... View Details
Keywords: Customers; Income Characteristics; Price; Product Marketing; Mathematical Methods; Competition; Segmentation
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  • 05 May 2008
  • Research & Ideas

Connecting with Consumers Using Deep Metaphors

blocks for developing customer relationships. Third, because deep metaphors are shared by consumers who may vary considerably on the surface, they become very powerful tools for developing new product concepts, communicating about them, restructuring market View Details
Keywords: by Martha Lagace; Consumer Products
  • 23 Sep 2014
  • First Look

First Look: September 23

  Publications September 2014 Research in Organizational Behavior The Governance of Social Enterprises: Mission Drift and Accountability Challenges in Hybrid Organizations By: Ebrahim, Alnoor, Julie Battilana, and Johanna Mair Abstract—We... View Details
Keywords: Sean Silverthorne
  • 09 Mar 2003
  • Research & Ideas

Six Keys to Building New Markets by Unleashing Disruptive Innovation

aligned with IBM's needs and capabilities. But think about IBM's value proposition to this woman. She types 80 words a minute and almost never makes a mistake. IBM was telling her, "Why don't you change your behavior and use a system... View Details
Keywords: by Clayton M. Christensen, Michael E. Raynor & Scott D. Anthony