Customer Selection - Publications - Faculty & Research

August 2023
Case

Beamery: Using Skills and AI to Modernize HR

By: Boris Groysberg, Alexis Lefort, Susan Pinckney and Carolina Bartunek

Unicorn human relationships startup Beamery evaluates it's growth versus depth strategy as its strategic partners and customers could become future competitors in a quickly changing AI based human resources and talent management industry View Details

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August 2019
Article

When and How to Diversify—A Multicategory Utility Model for Personalized Content Recommendation

By: Yicheng Song, Nachiketa Sahoo and Elie Ofek

Sometimes we desire change, a break from the same or an opportunity to fulfill different aspects of our needs. Noting that consumers seek variety, several approaches have been developed to diversify items recommended by personalized recommender systems. However,... View Details

Keywords: Recommender Systems; Personalization; Recommendation Diversity; Variety Seeking; Collaborative Filtering; Consumer Utility Models; Digital Media; Clickstream Analysis; Learning-to-rank; Consumer Behavior; Media; Customization and Personalization; Strategy; Mathematical Methods

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Benson P. Shapiro is a well-known authority on marketing strategy and sales management with particular interests in pricing, product line planning, and marketing organization. He is also the Malcolm P. McNair Professor of Marketing Emeritus at the Harvard Business... View Details

2010
Book

Builder’s Apprentice: A Memoir

By: Andrew J. Hoffman

In 1986, Andrew (Andy) Hoffman quit an engineering job, declined acceptances for graduate school at Harvard and Berkeley and accepted a carpenter's job in Nantucket. Unbeknownst to him, he had entered the world of high-end custom building. Within four years, he was... View Details

Keywords: Personal Development and Career; Construction Industry

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January 2019 (Revised December 2019)
Case

CrossBoundary Energy

By: John Macomber

Almost 500 million people are without electricity in sub-Saharan Africa. Governments and public utilities are challenged to bring generation and distribution to most of them. Considerable promise exists in “off-grid” or “mini-grid” technologies, notably using renewable... View Details

Keywords: Energy Investing; Economic Development; Renewable Energy; Business Growth and Maturation; Developing Countries and Economies; Project Finance; Emerging Markets; Industry Structures; Infrastructure; Segmentation; Private Equity; Decision Choices and Conditions; Energy Industry; Utilities Industry; Africa; Tanzania; Ghana

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16 Jul 2024
Op-Ed

Corporate Boards Are Failing in Their No. 1 Duty

shareholder value. The GE board had deferred to Welch in a highly public selection process, which had favored the sales-focused Immelt over someone who could transform GE to prepare the company for the future, just as Welch had done in... View Details

Keywords: by Bill George

03 Feb 2015
First Look

First Look: February 3

Abstract—Regulation Fair Disclosure was passed in 2000 in response to the concern that certain investors were gaining selective access to privileged firm information. In spite of the passage of this regulation, some investors continue to... View Details

Keywords: Sean Silverthorne

08 Apr 2014
First Look

First Look: April 8

Publications August 2013 Journal of Consumer Research Brand Tourists: How Non-Core Users Enhance the Brand Image by Eliciting Pride By: Bellezza, Silvia, and Anat Keinan Abstract—This research examines how core consumers of selective... View Details

Keywords: Sean Silverthorne

January 1997 (Revised August 2007)
Case

Computron, Inc. (2006)

By: John A. Quelch

In July 1996, Mr. Thomas Zimmermann, European Manager of Computron, must select a price for a new computer for his largest customer. A rewritten version of an earlier case. View Details

Keywords: Customer Relationship Management; Price; Product; Europe

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Article

Marketing Complex Financial Products in Emerging Markets: Evidence from Rainfall Insurance in India

By: Sarthak Gaurav, Shawn A. Cole and Jeremy Tobacman

Recent financial liberalization in emerging economies has led to the rapid introduction of new financial products. Lack of experience with financial products, low levels of education, and low financial literacy may slow adoption of these products. This article reports... View Details

Keywords: Literacy; Insurance; Marketing; Decisions; Demand and Consumers; Financial Instruments; Emerging Markets; Education; Personal Finance; Agribusiness; Developing Countries and Economies; Innovation and Invention; Gujarat

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December 2005
Article

Up to Code: Does Your Company's Conduct Meet World-Class Standards?

By: Lynn Paine, Rohit Deshpandé, Joshua D. Margolis and Kim Eric Bettcher

Codes of conduct have long been a feature of corporate life. Today, they are arguably a legal necessity—at least for public companies with a presence in the United States. But the issue goes beyond U.S. legal and regulatory requirements. Sparked by corruption and... View Details

Keywords: Business Ethics; Standards Of Conduct; Globalized Firms and Management; Cross-Cultural and Cross-Border Issues; Values and Beliefs; Corporate Accountability; Corporate Governance

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May 1994
Background Note

Designing Channels of Distribution

By: V. Kasturi Rangan

Presents a framework and a method for addressing the new product channel choice decision. Offers a six-step method that involves: 1) disaggregating and prioritizing a distribution channel by customers' channel function requirements; 2) obtaining and combining... View Details

Keywords: Distribution Channels; Framework; Cost; Customers; Cost vs Benefits; Management

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April 2011
Case

Porcini's Pronto: "Great Italian cuisine without the wait!"

By: James L. Heskett and Richard Luecke

Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details

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10 Nov 2008
What Do You Think?

How Much Can You Ask of Your Customers?

referrals of new customers, ideas for new products or processes, or even help in the selection of its frontline employees. Of greater significance than satisfaction or even the willingness to recommend the organization to others, these... View Details

Keywords: by Jim Heskett

March 2016
Supplement

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell

In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details

Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan

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18 Feb 2013
Research & Ideas

Breaking Through a Growth Stall

entrepreneur's circle of influence: how to identify a venture's core customers and the implications for selling, cost management, growth strategy, and required organizational relationships. Q: Why is it important for companies to View Details

Keywords: by Sean Silverthorne

Eliminate Strategic Overload

As companies respond to intensifying competitive pressures and challenges, they ask more and more of their employees. But organizations often have very little to show for the efforts of their talented and engaged workers. By selecting fewer initiatives with... View Details

October 2014 (Revised August 2018)
Case

Caesars Entertainment

By: Janice H. Hammond and Aldo Sesia

This case describes the introduction of a regression analysis model for forecasting guest arrivals to Caesars Palace hotel in Las Vegas, Nevada. The company will use the forecast to staff the front desk in the hotel. The staff is unionized and the company has little... View Details

Keywords: Forecasting; Staffing; Gaming; Gaming Industry; Hotel Industry; Decision Making; Forecasting and Prediction; Human Resources; Selection and Staffing; Entertainment; Games, Gaming, and Gambling; Operations; Service Delivery; Service Operations; Accommodations Industry; Travel Industry; Tourism Industry; Food and Beverage Industry; Las Vegas

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16 Jul 2007
Research & Ideas

Understanding the ‘Want’ vs. ’Should’ Decision

analyzed a year of individual-level data from a North American online grocer to determine how the delay between when a person's order was completed and when it was delivered affected the content of the order. In general, as the delay between order completion and the... View Details

Keywords: by Sarah Jane Gilbert; Retail; Entertainment & Recreation

May 1992 (Revised September 2019)
Case

Richardson Sheffield

By: Christopher A. Bartlett and Ashish Nanda

The case traces Bryan Upton’s 20-plus years as managing director of a Sheffield-based cutlery company and describes the strategic and organizational actions he took to raise sales and earnings at more than 25% annually, even as the local industry was in steep... View Details

Keywords: Human Resource Management; Human Resource Practices; General Management; Human Resources; Management; Leadership; Strategy; United Kingdom

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