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Publications

Publications

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  • All HBS Web  (2,448)
    • People  (3)
    • News  (418)
    • Research  (1,697)
    • Events  (11)
    • Multimedia  (6)
  • Faculty Publications  (677)

Show Results For

  • All HBS Web  (2,448)
    • People  (3)
    • News  (418)
    • Research  (1,697)
    • Events  (11)
    • Multimedia  (6)
  • Faculty Publications  (677)
← Page 6 of 2,448 Results →
  • 2008
  • Working Paper

Applicant and Examiner Citations in U.S. Patents: An Overview and Analysis

By: Juan Alcacer, Michelle Gittelman and Bhaven Sampat
Researchers studying innovation increasingly use indicators based on patent citations. However, it is well known that not all citations originate from applicants—patent examiners contribute to citations listed in issued patents—and that this could complicate... View Details
Keywords: Citations; Innovation and Invention; Patents; Research; United States
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Alcacer, Juan, Michelle Gittelman, and Bhaven Sampat. "Applicant and Examiner Citations in U.S. Patents: An Overview and Analysis." Harvard Business School Working Paper, No. 09-016, August 2008.
  • 20 Oct 2015
  • Working Paper Summaries

Internalizing Global Value Chains: A Firm-Level Analysis

Keywords: by Laura Alfaro, Pol Antras, Davin Chor & Paola Conconi
  • Forthcoming
  • Article

Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency
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Zhang, Shunyuan, and Das Narayandas. "Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment." Management Science (forthcoming).
  • 07 Apr 2020
  • Research & Ideas

What Customers Need to Hear from You During the COVID Crisis

empathy, to act based on facts, and to be part of the global solution. About the Authors Dr. Jill Avery is an authority on brand management and customer relationship management and a senior lecturer in the... View Details
Keywords: by Jill Avery and Richard Edelman
  • 2023
  • Working Paper

No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate

By: Innessa Colaiacovo
Multi-location firms face a complex series of economic tradeoffs when deciding whether to implement standard processes or allow processes to vary across establishments. One element of this tradeoff is customer response. This paper explores customer reaction to a... View Details
Keywords: Consumer Behavior; Geographic Location; Policy; Health Pandemics; Retail Industry; United States
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Colaiacovo, Innessa. "No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate." Harvard Business School Working Paper, No. 24-004, July 2023. (Revise and Resubmit to Journal of Economics and Management Strategy.)
  • February 2011
  • Supplement

Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW)

By: Dennis Campbell and Francisco de Asis Martinez-Jerez
Datasets of gaming and hotel customers to perform analysis for the case. View Details
Keywords: Analytics and Data Science; Games, Gaming, and Gambling; Las Vegas
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Campbell, Dennis, and Francisco de Asis Martinez-Jerez. Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW). Harvard Business School Spreadsheet Supplement 111-711, February 2011.
  • Web

Strategic Financial Analysis Online Course | HBS Online

This course is part of the Finance & Accounting track. Introduction to Strategic Financial Analysis ENROLL NOW No application needed for our certificate programs. Start your journey today! New Strategic Financial View Details
  • 09 Nov 2010
  • Working Paper Summaries

The Unbundling of Advertising Agency Services: An Economic Analysis

Keywords: by Mohammad Arzaghi, Ernst R. Berndt, James C. Davis & Alvin J. Silk; Advertising
  • Web

Managing Customers for Growth - Course Catalog

HBS Course Catalog Managing Customers for Growth Course Number 1965 Professor Eva Ascarza Fall; Q2; 1.5 credits 14 Sessions Project Overview: Without customers, there is no business! Managing Customers for... View Details
  • 06 Mar 2017
  • News

To Motivate Employees, Show Them How They’re Helping Customers

  • 27 Sep 2010
  • Research & Ideas

Customer Experts Lose Influence When Teams are Pressured

high-status people who have gained a wide-ranging knowledge of the business based on long, varied experience across clients and even industries, as well as their formal training and education. Customer-specific experts know their client... View Details
Keywords: by Sarah Jane Gilbert
  • June 2023
  • Simulation

Artea Dashboard and Targeting Policy Evaluation

By: Ayelet Israeli and Eva Ascarza
Companies deploy A/B experiments to gain valuable insights about their customers in order to answer strategic business problems. In marketing, A/B tests are often used to evaluate marketing interventions intended to generate incremental outcomes for the firm. The Artea... View Details
Keywords: Algorithm Bias; Algorithmic Data; Race And Ethnicity; Experimentation; Promotion; Marketing And Society; Big Data; Privacy; Data-driven Management; Data Analysis; Data Analytics; E-Commerce Strategy; Discrimination; Targeted Advertising; Targeted Policies; Pricing Algorithms; A/B Testing; Ethical Decision Making; Customer Base Analysis; Customer Heterogeneity; Coupons; Marketing; Race; Gender; Diversity; Customer Relationship Management; Marketing Communications; Advertising; Decision Making; Ethics; E-commerce; Analytics and Data Science; Retail Industry; Apparel and Accessories Industry; United States
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Israeli, Ayelet, and Eva Ascarza. "Artea Dashboard and Targeting Policy Evaluation." Harvard Business School Simulation 523-707, June 2023.
  • 06 Mar 2020
  • Working Paper Summaries

Consumer Protection in an Online World: An Analysis of Occupational Licensing

Keywords: by Chiara Farronato, Andrey Fradkin, Bradley Larsen, and Erik Brynjolfsson; Service
  • 11 Nov 2013
  • Research & Ideas

A Smarter Way to Reduce Customer Defections

marketing priority—and they've been given bigger budgets to fight the battle. But as Gupta points out, identifying potential defectors to target is not as easy as it sounds. For years, companies have used churn management strategies that generally follow two steps:... View Details
Keywords: by Dina Gerdeman; Retail; Service
  • December 2010
  • Article

Implications for GAAP from an Analysis of Positive Research in Accounting

By: S.P. Kothari, Karthik Ramanna and Douglas J. Skinner
Based on extant literature, we review the positive theory of GAAP. The theory predicts that GAAP's principal focus is on control (performance measurement and stewardship) and that verifiability and conservatism are critical features of a GAAP shaped by market forces.... View Details
Keywords: Fair Value Accounting; Standards; International Accounting; Financial Markets; Financial Reporting
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Kothari, S.P., Karthik Ramanna, and Douglas J. Skinner. "Implications for GAAP from an Analysis of Positive Research in Accounting." Journal of Accounting & Economics 50, nos. 2-3 (December 2010): 246–286. (Presented at the 2009 Journal of Accounting & Economics Conference.)
  • 21 Jul 2003
  • Research & Ideas

Don’t Get Buried in Customer Data—Use It

technology at all but with the way you are collecting and using your data, experts say. Although getting your CRM program in order is an essential component of achieving customer loyalty, there's much more that you need to do.... View Details
Keywords: by Jean Ayers

    Price Bargaining and Competition in Online Platforms: An Empirical Analysis of the Daily Deal Market

    The prevalence of online platforms opens new doors to traditional businesses for customer reach and revenue growth. This research investigates platform competition in a setting where prices are determined by negotiations between platforms and businesses. We compile a... View Details
    • 19 Oct 2010
    • Working Paper Summaries

    The Impact of Supply Learning on Customer Demand: Model and Estimation Methodology

    Keywords: by Nathan Craig, Nicole DeHoratius & Ananth Raman; Apparel & Accessories; Fashion
    • 13 Jul 2016
    • HBS Case

    How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers

    stage.” Next Lesson: From 1,000 to 100,000,000 With early adopters in place, a company can start thinking about how to expand their customer base through more traditional means of marketing. To tackle that... View Details
    Keywords: by Michael Blanding; Retail; Service; Transportation
    • 24 Oct 2023
    • Research & Ideas

    When Tech Platforms Identify Black-Owned Businesses, White Customers Buy

    Democratic-leaning areas. And new customers of Black-owned businesses were more likely to be white, based on an analysis of reviewers’ profile photos, relative to prior... View Details
    Keywords: by Jay Fitzgerald; Food & Beverage
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