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Show Results For
- All HBS Web
(2,031)
- People (3)
- News (356)
- Research (1,330)
- Events (13)
- Multimedia (4)
- Faculty Publications (464)
- July–August 2013
- Article
A Joint Model of Usage and Churn in Contractual Settings
By: Eva Ascarza and Bruce G.S. Hardie
As firms become more customer-centric, concepts such as customer equity come to the fore. Any serious attempt to quantify customer equity requires modeling techniques that can provide accurate multiperiod forecasts of customer behavior. Although a number of researchers... View Details
Keywords: Churn; Retention; Contractual Settings; Access Services; Hidden Markov Models; RFM; Latent Variable Models; Customer Value and Value Chain; Consumer Behavior
Ascarza, Eva, and Bruce G.S. Hardie. "A Joint Model of Usage and Churn in Contractual Settings." Marketing Science 32, no. 4 (July–August 2013): 570–590.
- 22 Jan 2013
- First Look
First Look: Jan. 22
individual. This article offers a critical review of this rich yet disparate literature and guides research toward a multilevel theory of imprinting. We start with a definition that captures the general features of imprinting across... View Details
Keywords: Sean Silverthorne
- 06 Sep 2016
- First Look
September 6, 2016
lead businesses to voluntarily provide information about the quality of their products. This theoretical prediction is based on unraveling arguments, which require that consumers hold correct beliefs about non-disclosed information.... View Details
Keywords: Carmen Nobel
- 18 Sep 2012
- First Look
First Look: September 18
as consumers and employees (what we buy, how we manage others) to the choices that we make more broadly as human beings (who we date, how we deal with friendships). From my research, we see when a mismatch is most likely to occur between... View Details
Keywords: Sean Silverthorne
- 13 Oct 2015
- First Look
October 13, 2015
and Beijing turned their focus to attracting these new entities, setting the stage for Sino-Soviet competition. Based on archival research from 10 countries, including new materials from Russia and China, many no longer accessible to... View Details
- 23 Jan 2024
- Book
More Than Memes: NFTs Could Be the Next Gen Deed for a Digital World
that creates surprisingly flexible value. NFTs can turn images into event tickets, and event tickets into brand anchors. They will usher in the next generation of customer loyalty programs, creating structures that benefit both businesses and View Details
- 18 Sep 2017
- Research & Ideas
'Likes' Lead to Nothing—and Other Hard-Learned Lessons of Social Media Marketing
likes on Facebook, yet Gupta says those likes haven’t amounted to much—certainly not a whole lot of purchases. “Do likes lead to loyal consumers or do loyal consumers tend to like a brand on Facebook? Do... View Details
- 03 Jan 2017
- First Look
January 3, 2017
research and technological innovation, this approach is misguided and potentially risky. This article argues that researchers need to pay close attention to issues such as biases in data collection and... View Details
Keywords: Carmen Nobel
- 07 Mar 2017
- First Look
First Look at New Research, March 7
these dynamics has been constrained by fragmentation within relevant management research. In this paper, we clarify and describe two narratives that have emerged within past and current research on growth and the internal organization.... View Details
Keywords: Sean Silverthorne
- 15 Nov 2011
- First Look
First Look: November 15
referring users to all manner of other sites, and in light of striking market concentration among search engines. Read the paper: http://www.nls.ac.in/ojs-2.2.3/index.php/IJLT/article/viewFile/92/72 Measuring the Prevalence of Questionable View Details
Keywords: Sean Silverthorne
- 27 Feb 2023
- Research & Ideas
How One Late Employee Can Hurt Your Business: Data from 25 Million Timecards
control of store owners: Employees showing up late—or sometimes not at all. Managers are aware that employee lateness and absenteeism is prevalent and expensive to their operations. Now, researchers at Harvard Business School have gone a... View Details
- 16 Oct 2023
- HBS Case
Advancing Black Talent: From the Flight Ramp to 'Family-Sustaining' Careers at Delta
systemic and equitable changes in how they hire and promote from within. “It’s not simply about recruiting and getting people into the role. How are you going to give them sponsorship, give them mentorship?” says Hill, who coauthored the cases with HBS View Details
- May 2011
- Article
Think Customers Hate Waiting? Not So Fast...
By: Ryan W. Buell and Michael I. Norton
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The... View Details
Keywords: Customer Relationship Management; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction
Buell, Ryan W., and Michael I. Norton. "Think Customers Hate Waiting? Not So Fast..." Harvard Business Review 89, no. 5 (May 2011).
- Research Summary
Overview
By: John A. Deighton
Professor Deighton conducts research at the intersection of information technology and marketing. He is interested in the complementary uses of human and artificial intelligence and creativity in areas such as advertising, content creation, and online retailing. He... View Details
- 29 Sep 2015
- First Look
September 29, 2015
evolved in those markets. New business processes had to be created from scratch as a network originally intended for research and military defense had to deal with network interconnectivity, the needs of commercial users, and a host of... View Details
Keywords: Sean Silverthorne
- 06 Apr 2011
- Working Paper Summaries
Do Not Trash the Incentive! Monetary Incentives and Waste Sorting
- 14 Jan 2019
- Op-Ed
These 4 CEOs Created a New Standard of Leadership
Four titans who defined a new era in business during the past decade recently concluded their terms: PepsiCo’s Indra Nooyi, Unilever’s Paul Polman, Mayo Clinic’s John Noseworthy, and US Bancorp’s Richard Davis. When they became CEOs, the Great Recession of 2008 was... View Details
- 31 Mar 2008
- HBS Case
JetBlue’s Valentine’s Day Crisis
all that changed. HBS associate professor Robert Huckman, professor Gary Pisano, and research associate Virginia Fuller tell that story in "JetBlue Airways: Valentine's Day 2007," a case taught in the MBA course Operations... View Details
- 16 Apr 2001
- Research & Ideas
Breaking the Code of Change
academics from different fields frame research questions in a way that will lead to an integrative theory of change. Such a theory would clarify the trade-offs between different approaches to change and would aid in defining choices and... View Details
Keywords: by Michael Beer & Nitin Nohria
- Winter 2021
- Editorial
Introduction
This issue of Negotiation Journal is dedicated to the theme of artificial intelligence, technology, and negotiation. It arose from a Program on Negotiation (PON) working conference on that important topic held virtually on May 17–18. The conference was not the... View Details
Wheeler, Michael A. "Introduction." Special Issue on Artificial Intelligence, Technology, and Negotiation. Negotiation Journal 37, no. 1 (Winter 2021): 5–12.