Customer Behavior - Publications - Faculty & Research

01 Mar 2023
News

Is AI OK?

women-owned—with zero defaults. The company’s track record is especially impressive given that most of its customers themselves don’t have track records: The vast majority of Good Tree’s clients have never run an enterprise before. Now... View Details

Keywords: Alexander Gelfand; Funds, Trusts, and Other Financial Vehicles; Finance

30 Nov 2017
News

Happy Meals (Are Here Again)

disciples, you need evangelists—you need to create situations that make it easier to model new behaviors. It’s one of the hardest things of managing any business, he says of shifting the culture. “Changing human behavior is a very... View Details

Keywords: Dan Morrell; photographed by Saverio Truglia

05 Feb 2001
What Do You Think?

Do MBA Programs Face “The Innovator’s Dilemma”?

students." In his words, this behavior should characterize well-respected programs. He asks, "Isn't 'adapting to change' almost a synonym for learning?" Little attention was given to the influence of alumni in shaping... View Details

Keywords: by James Heskett

July 2011 (Revised January 2012)
Teaching Note

Demand Media (TN)

By: John Deighton and Leora Kornfeld

Teaching Note for 512021. View Details

Keywords: Internet and the Web; Media; Society; Transformation; Digital Marketing; Business Model; Initial Public Offering; Customers; Behavior; Value; Information Technology Industry; California

Citation

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09 Jan 2018
First Look

First Look at New Research and Ideas, January 9, 2018

Aversion in Queues By: Buell, Ryan W. Abstract—This paper investigates whether people exhibit last place aversion in queues and its implications for their experiences and behaviors in service environments. An observational analysis of... View Details

Keywords: Sean Silverthorne

08 Jul 2013
Research & Ideas

Everything Must Go: A Strategy for Store Liquidation

comparison to a store that is having a sale." In fact, customer behavior in general—unpredictable under the best of circumstances—becomes even more erratic during liquidation events, he notes. For their... View Details

Keywords: by Julia Hanna; Retail

16 Mar 2010
First Look

First Look: March 16

pricing mechanism, capitalism must have the administrative capability to regulate the behavior of economic actors within those markets and the political capability to redesign their institutions; regulation and the design of market... View Details

Keywords: Martha Lagace

01 Oct 1997
News

Expanded Elective Curriculum Offers Students A Wealth of Choices

Management and Entrepreneurial Finance, continue to broaden their scope and impact on entrepreneurial studies at HBS. The EC also now offers many small, innovative courses such as Professor Elon Kohlberg's Analytical Reasoning, Professor Gerald Zaltman's View Details

06 Aug 2014
What Do You Think?

What Is Warren Bennis’s Legacy?

an old custom of some kind. Fritz, always gracious, laughed it off and made it a centerpiece of fun during the rest of the party while Warren basked in the notoriety of his deed. Bennis wrote prolifically and well. Much of the writing... View Details

Keywords: by James Heskett; Education

11 Mar 2009
HBS Case

The Energy Politics of Russia vs. Ukraine

long time. To keep those states close to Russia and its sphere of influence, Gazprom had been billing them less for natural gas than its European customers. However, when Gazprom and the Russian government resolved to compete more openly in world markets, the company... View Details

Keywords: by Garry Emmons; Energy; Utilities

26 Jan 2024
Blog Post

Hiring at HBS: How Summer Interns Make an Impact at Emerson Collective

evaluating companies. These projects include building and presenting a market map in an area of interest and working directly with a portfolio company. Projects are customized to align with company needs and students’ interests and... View Details

Keywords: Nonprofit / Government

Fast Answer

Government data and information sources for public entrepreneurship

demographics. PolicyMap captures data through View Details

01 Mar 2009
News

Gazprom Goes Global

keep those states close to Russia and its sphere of influence, Gazprom had been billing them less for natural gas than its European customers. However, when Gazprom and the Russian government resolved to compete more openly in world markets, the company decided to... View Details

Keywords: Garry Emmons; Natural Gas Distribution; Utilities

March 2015
Teaching Note

CVS Health: Promoting Drug Adherence

By: Leslie John, John Quelch and Robert Huckman

Email mking@hbs.edu for a courtesy copy.

This Teaching Note explains the theory of the case and teaching plan for the case: CVS Health: Promoting Drug Adherence (515010). The case finds Helena Foulkes, Executive... View Details

Citation

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01 Jun 2011
News

Mr. Start-Up

ideas to make people’s lives more fun or more productive, is an amazing opportunity. The other thing that’s important to me is to interact with people in a way that will earn their respect and make them want to do business with me — as investors, partners, or View Details

Keywords: Deborah Blagg; News, Library, Internet, and Other Services; Information

01 Mar 2019
News

3-Minute Briefing: Richard Edelman (MBA 1978)

reskilling blue-collar workers—which is perfect in a time of automation. It’s genuine, because it fits with who their customer is, and it means something. Companies need to stay in their own swim lane. I still love doing crisis work,... View Details

Keywords: Julia Hanna; Advertising, Public Relations, and Related Services; Professional Services

01 Sep 2015
News

The Protagonist Goes Prime Time

Buell sprints from the Skydeck, his gray jacket flapping, to add another student idea to the slowly growing list on the chalkboard. The Managing Health Care Delivery Executive Education class is brainstorming ways to improve the customer... View Details

Keywords: April White

13 Jan 2014
Research & Ideas

How Government Can Restore the Faith of Citizens

research , Buell and Norton had experimented with customer satisfaction in travel and dating websites. They found that when these sites visually showed the effort being exerted by the site during searches or transactions, View Details

Keywords: by Michael Blanding

Web

Courses by Title - Course Catalog

Heese Fall 2025 Q1 1.5 Authentic Leader Development Organizational Behavior Robin Ely , Monique Burns Thompson Spring 2026 Q3Q4 3.0 Avoiding Startup Failure Entrepreneurial Management DJ DiDonna Spring 2026 Q3Q4 3.0 ^ back to top B Area... View Details

01 Sep 2011
News

Capitalism’s False Mantra

rather than managing the business itself, the world of reality. To “fix the game,” five steps are necessary: put customers at the center of everything that firms do, eliminate stock-based executive compensation, rethink the role of... View Details

Keywords: Sean Silverthorne; Publishing Industries (except Internet); Information; Management

Publications