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Show Results For
- All HBS Web
(2,671)
- News (510)
- Research (1,723)
- Events (11)
- Multimedia (2)
- Faculty Publications (804)
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- Winter 2014
- Article
Strategic Decisions for Multisided Platforms
By: Andrei Hagiu
Multisided platforms such as eBay and Facebook create value by enabling interactions between two or more customer groups. But building and managing a winning platform isn’t easy. View Details
Hagiu, Andrei. "Strategic Decisions for Multisided Platforms." MIT Sloan Management Review 55, no. 2 (Winter 2014).
- 06 Aug 2012
- Research & Ideas
Strategic Intelligence: Adapt or Die
corporate strategy, Wells has learned that the seeds of failure are often planted years before they sprout, and only by overcoming complacency and constantly adapting to the changing competitive environment can companies prosper in the long term. In a new book, View Details
Keywords: by Michael Blanding
- September 2020
- Article
Customer Supercharging in Experience-Centric Channels
By: David R. Bell, Santiago Gallino and Antonio Moreno
We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and... View Details
Keywords: Retail Operations; Marketing-operations Interface; Omnichannel Retailing; Experience Attributes; Quasi-experimental Methods; Operations; Internet and the Web; Marketing Channels; Consumer Behavior; Retail Industry
Bell, David R., Santiago Gallino, and Antonio Moreno. "Customer Supercharging in Experience-Centric Channels." Management Science 66, no. 9 (September 2020).
- 06 Jun 2016
- Research & Ideas
Skills and Behaviors that Make Entrepreneurs Successful
the successful management of all financial aspects of a business venture. Sales. Measures skills and behaviors needed to build an effective sales organization and sales channel that can successfully acquire, retain, and serve customers,... View Details
Keywords: by HBS Working Knowledge
- May–June 2023
- Article
Unmasking Behaviors During the Pandemic with Video Analytics
By: Shunyuan Zhang, Kaiquan Xu and Kannan Srinivasan
In 2020, as the novel coronavirus spread globally, face masks were recommended in public settings to protect against and slow down viral transmission. People complied to varying extents, and their reactions may have been driven by a variety of psychological factors.... View Details
Zhang, Shunyuan, Kaiquan Xu, and Kannan Srinivasan. "Unmasking Behaviors During the Pandemic with Video Analytics." Marketing Science 42, no. 3 (May–June 2023): 440–450.
- Teaching Interest
Leadership and Organizational Behavior (LEAD)
This first-year MBA course focuses on how managers become effective leaders by addressing the human side of enterprise. The first modules examine teams, individuals, and networks; the intermediate modules look at successful leaders "in action"; and the final... View Details
- 21 Apr 2008
- Research & Ideas
The New Math of Customer Relationships
customers. Has this concept taken hold in practice? A: When we observed a number of organizations leading to the original articulation of the service profit chain, we found a common behavior among the most successful ones. In various... View Details
Keywords: by Sean Silverthorne
- Summer 2025
- Article
Dynamic Competition for Customer Memberships
By: Cristian Chica, Julian Jimenez-Cardenas and Jorge Tamayo
A competitive two-period membership (subscription) market is analyzed. Two symmetric firms charge a “membership” fee that allows consumers to buy products or services at a given unit price for both periods. Firms can choose between long- or short-term memberships. When... View Details
Keywords: Competitive Price Discrimination; Membership; Dynamic Competition; Competition; Price; Consumer Behavior; Business Model
Chica, Cristian, Julian Jimenez-Cardenas, and Jorge Tamayo. "Dynamic Competition for Customer Memberships." Journal of Economics & Management Strategy 34, no. 2 (Summer 2025): 525–556.
- May 1994
- Background Note
Segmenting Customers in Mature Industrial Markets: An Application
In mature industrial markets, segmenting customers by size, industry, or product benefits alone rarely is sufficient. Customer behavior regarding trade-offs between price and service also becomes an important criterion. This note offers a framework to enable such... View Details
Keywords: Segmentation; Framework; Consumer Behavior; Marketing Strategy; Industrial Products Industry
Rangan, V. Kasturi. "Segmenting Customers in Mature Industrial Markets: An Application." Harvard Business School Background Note 594-089, May 1994.
- April 2019
- Case
Barber Cardiosystems
By: Ranjay Gulati and Paul S. Myers
Barber Cardiosystems, based in Melbourne, Australia, designs and manufactures therapeutic devices used for treatment of coronary conditions. Over four decades, it has grown to be among the top 200 medical device companies in the world. It competes against much larger... View Details
Keywords: Organizational Behavior; Strategic Alignment; Cost Management; Performance Productivity; Organizational Culture; Motivation and Incentives; Organizational Design; Strategy; Leadership; Medical Devices and Supplies Industry; Australia
Gulati, Ranjay, and Paul S. Myers. "Barber Cardiosystems." Harvard Business School Brief Case 919-505, April 2019.
- January 2002 (Revised November 2010)
- Case
Strategic Planning at NFTE
By: Allen S. Grossman and Daniel F. Curran
The National Foundation for Teaching Entrepreneurship (NFTE), is a successful nonprofit poised on the verge of explosive growth. The senior management contracted with McKinsey consultants to help guide the process. The founders of NFTE brought it from a small program... View Details
Keywords: Entrepreneurship; Growth and Development Strategy; Growth Management; Organizational Change and Adaptation; Organizational Structure; Partners and Partnerships; Nonprofit Organizations
Grossman, Allen S., and Daniel F. Curran. "Strategic Planning at NFTE." Harvard Business School Case 302-002, January 2002. (Revised November 2010.)
- June 2016
- Teaching Note
Filene's Basement: Inside a Fired Customer's Relationship
By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- May 1997 (Revised March 1998)
- Case
Teradyne: Managing Strategic Change
By: Joseph L. Bower
Three cases deal with the introduction of a new product to Teradyne's line of semiconductor test equipment. This case provides historic and administrative background for the other two cases. Teradyne: The Aurora Project deals with the problems facing the head of a... View Details
Keywords: Business Startups; Change Management; Business or Company Management; Market Entry and Exit; Product; Problems and Challenges; Competitive Strategy; Corporate Strategy; Technology
Bower, Joseph L. "Teradyne: Managing Strategic Change." Harvard Business School Case 397-113, May 1997. (Revised March 1998.)
- 05 Aug 2010
- What Do You Think?
What Is Customer Opinion Good For?
or less important (because) customers had no sense when it came to entertaining tradeoffs (between features and cost)." Phil Clark commented that, regardless of method or purpose, "It is important to know your View Details
- 18 Nov 2009
- HBS Case
Customer Feedback Not on elBulli’s Menu
customers like his product? HBS assistant professor Michael Norton's interest in what motivates seemingly irrational consumer behavior has found a perfect subject in Adrià. To eat at elBulli, View Details
- 13 Feb 2013
- Research & Ideas
5 Weight Loss Tips From Behavioral Economists
week in advance of delivery. Looking to determine how personal decisions made for tomorrow differ from decisions made for several days from now, researchers from Harvard Business School and the Analyst Institute evaluated a year's worth of View Details
Keywords: by Carmen Nobel
- 2024
- Working Paper
The Operational Impact of Customer Location in On-Demand Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "The Operational Impact of Customer Location in On-Demand Services." Working Paper, September 2024.
- October 1992 (Revised December 1996)
- Case
Laura Ashley and Federal Express Strategic Alliance
In an effort to improve its global distribution system and thus enhance customer service in its shops around the world, Laura Ashley entered into a path-breaking strategic alliance with Federal Express Business Logistics Services. Under the terms of a loosely... View Details
Keywords: Partners and Partnerships; Customer Focus and Relationships; Distribution Industry; Retail Industry
Loveman, Gary W. "Laura Ashley and Federal Express Strategic Alliance." Harvard Business School Case 693-050, October 1992. (Revised December 1996.)
- Teaching Interest
Leadership and Organizational Behavior (LEAD)
Professor Bernstein taught Leadership and Organizational Behavior (LEAD) from 2013-2016 (7 sections). This course focuses on how managers become effective leaders by addressing the human side of enterprise.
The course is divided into five modules: