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  • 2023
  • Working Paper

The Customer Journey as a Source of Information

By: Nicolas Padilla, Eva Ascarza and Oded Netzer
In the face of heightened data privacy concerns and diminishing third-party data access, firms are placing increased emphasis on first-party data (1PD) for marketing decisions. However, in environments with infrequent purchases, reliance on past purchases 1PD... View Details
Keywords: Customer Journey; Privacy; Consumer Behavior; Analytics and Data Science; AI and Machine Learning; Customer Focus and Relationships
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  • October 2011 (Revised March 2012)
  • Supplement

Cottle-Taylor: Expanding the Oral Care Group in India, Faculty Spreadsheet (Brief Case)

By: John A. Quelch and Alisa Zalosh
Keywords: Forecasting; Budgeting; International Marketing; Product Planning ＆ Policy; Sales Promotions; Marketing Plans; Products; Consumer Behavior; Marketing; Product Design; Emerging Markets; Forecasting and Prediction; Budgets and Budgeting
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  • 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
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  • 28 Oct 2015
  • Research & Ideas

A Dedication to Creation: India's Ad Man Ranjan Kapur

gradually. You build a Honda Scooter, then a Honda Civic, then a Honda Accord, and then an Acura. There is a lot of theory and research on how consumer behavior and perception changes over time. And that... View Details
Keywords: by Sean Silverthorne; Advertising
  • 17 Sep 2013
  • First Look

First Look: September 17

http://www.people.hbs.edu/shanson/shortint_text_20130814_FINAL.pdf September 2013 Organizational Behavior and Human Decision Processes Cheating More for Less: Upward Social Comparisons Motivate the Poorly Compensated to Cheat By: John,... View Details
Keywords: Sean Silverthorne
  • 06 Nov 2012
  • First Look

First Look: November 6

mark-plans backfire, consumer preferences shift, or tried-and-true practices fail to work in a new context. So is innovation just a low-odds crapshoot? In The Architecture of Innovation, Harvard Business School professor Josh Lerner-one... View Details
Keywords: Sean Silverthorne
  • 11 Apr 2017
  • First Look

First Look at New Research, April 11

forthcoming Journal of Accounting & Economics Career Concerns of Banking Analysts By: Horton, Joanne, George Serafeim, and Shan Wu Abstract—We study how career concerns influence banking analysts' forecasts and how their forecasting View Details
  • 10 Mar 2015
  • Research & Ideas

The Surprising Winners and Losers in the Retail Revolution

today, a combination of fragmentation in consumer shopping behavior and emerging alternatives to home delivery will change how Americans buy consumables. The inexorable march of internet technology will... View Details
Keywords: by Sean Silverthorne; Retail
  • 27 Feb 2007
  • First Look

First Look: February 27, 2007

has quality variations, reducing consumption. Five independent growers formed a cooperative to provide quality control and a brand name—Ripe 'N Ready—that enabled retailers to differentiate their stores and producers to differentiate the products they supplied. View Details
Keywords: Martha Lagace
  • 18 Oct 2004
  • Research & Ideas

The Bias of Wall Street Analysts

of independent or boutique research firms in your analysis of trends concerning overly optimistic estimate forecasts? Do you think they could have an impact on the skewed behavior of brokerage analysts that your research documents? A:... View Details
Keywords: by Ann Cullen; Financial Services
  • 05 Oct 2016
  • Research & Ideas

Why Don't More People Get Flu Shots at Work?

course of their lives,” Beshears says. “It’s not merely a matter of building it and then people will come. You actually need to place it right front and center. Otherwise it’s very easy for people to ignore.” Related Reading: The Business of View Details
Keywords: by Roberta Holland; Health
  • 25 Oct 2016
  • First Look

October 25, 2016

understanding of how consumers adopt innovations with how firms effectively acquire, serve, and retain customers. The result is a lens through which to view the commercial potential of innovations and a powerful vehicle for placing a... View Details
Keywords: Sean Silverthorne
  • January 2022
  • Supplement

SpartanNash Company: The Amazon Warrants (B)

By: Benjamin C. Esty, E. Scott Mayfield and Daniel Fisher
A continuation of the events described in the (A) Case, “SpartanNash Company: The Amazon Warrants,” (HBS Case No. 222-022). View Details
Keywords: Valuation; Value Creation; Consumer Behavior; Negotiation; Distribution; Ownership; Partners and Partnerships; Business Strategy; Equity; Distribution Industry; Food and Beverage Industry; United States
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  • January 2022
  • Case

SpartanNash Company: The Amazon Warrants (A)

By: Benjamin C. Esty, E. Scott Mayfield and Daniel Fisher
As of 12/31/21, Amazon held $22 billion of equity and warrants in related companies. In fact, it often requests a free grant of warrants when it enters into a new commercial agreement with a supplier. Over the past 20 years, Amazon has gotten warrants in almost 20... View Details
Keywords: Valuation; Value Creation; Consumer Behavior; Negotiation; Distribution; Ownership; Partners and Partnerships; Business Strategy; Equity; Distribution Industry; Food and Beverage Industry; United States
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  • March 2010 (Revised November 2010)
  • Case

Pandora Radio: Fire Unprofitable Customers?

By: Willy C. Shih and Halle Alicia Tecco
Pandora Radio is at a crossroads. Founder Tim Westergren has just been told by a well known VC to get rid of his unprofitable customers in order to get his costs down, but Westergren is not sure that such actions are consistent with his company's business model.... View Details
Keywords: Business Model; Customer Satisfaction; Music Entertainment; Venture Capital; Profit; Growth and Development Strategy; Consumer Behavior; Internet; Media and Broadcasting Industry
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  • 05 May 2010
  • What Do You Think?

Is Denial Endemic to Management?

looking for new ways to solve it" and suggested that the phenomenon applies to organizations as well as individuals. In Steve Sheinkopf's opinion, "Denial is only part of the problem; not understanding your capabilities and resources is a bigger issue."... View Details
Keywords: by Jim Heskett
  • 15 Jan 2019
  • First Look

New Research and Ideas, January 15, 2019

December 19, 2018 NEJM Catalyst It's Time to Reform the Orphan Drug Act By: Bagley, Nicholas, Amitabh Chandra, Craig Garthwaite, and Ariel Dora Stern Abstract—No abstract available. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=55448 January 2019... View Details
Keywords: Dina Gerdeman
  • 03 Jan 2017
  • First Look

January 3, 2017

MyTime Ethan Anderson, the CEO of San Francisco–based e-commerce company MyTime, must decide on the company's growth strategy. MyTime’s first product was a website and mobile app that offered consumers a convenient way to book... View Details
Keywords: Carmen Nobel
  • 22 Jan 2013
  • First Look

First Look: Jan. 22

condition, made chocolate more flavorful, valuable, and deserving of behavioral savoring. Experiment 2 demonstrated that random gestures do not boost consumption like ritualistic gestures do. It further showed that a delay between a... View Details
Keywords: Sean Silverthorne
  • November 1998
  • Case

Wegmans Food Markets: Diabetes Counseling

By: Ray A. Goldberg, David E. Bell and Ann Leamon
Danny Wegman, president of Wegmans Food Markets, is trying to decide how to evaluate the success of a nutrition-counseling program for diabetics, and whether and how to expand the program beyond the two stores currently involved. Wegmans, with 57 stores and $2.3... View Details
Keywords: Performance Evaluation; Expansion; Programs; Human Needs; Financial Management; Health Care and Treatment; Nutrition; Consumer Behavior; Pharmaceutical Industry; Food and Beverage Industry
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