Publications

20 Apr 2016
Research & Ideas

When CEOs Become Activists

and CEO Dan Schulman was especially vocal: “This decision reflects PayPal’s deepest values and our strong belief that every person has the right to be treated equally, and with dignity and respect,” he wrote in a statement. As the outcry... View Details

Keywords: by Carmen Nobel; Technology; Publishing

Profile

Jacob Meiner

lifetime At BCG, where he plans to return after graduation, Jacob realized that his "next step required exposure to as large and diverse a community as possible, not just in race, sex, and background, but in viewpoints and ideas. HBS... View Details

Keywords: Consulting; Nonprofit/Government/Education

06 Jun 2012
What Do You Think?

Is Something Wrong with the Way We Work?

created by customers and clients and their increasing expectations that we be available day and night. Even more can be laid at the feet of leadership. But ultimately the primary culprit is us. That's my sense of the comments concerning... View Details

Keywords: by James Heskett; Consulting

February 2016 (Revised August 2016)
Case

Chilli Beans: Peace, Love, and Sunglasses

By: José B. Alvarez, Robert Mackalski and Andrew Otazo

This case illustrates how Chilli Beans became the most popular sunglasses retailer in Brazil and the issues it faced when expanding into the United States. View Details

01 Sep 2010
News

Head Games

deeper medical research — could change as much as attitudes about smoking? Guesstimates as to the value of the sports business range into the hundreds of billions of dollars — could that juggernaut be affected simply by parents refusing... View Details

Keywords: Garry Emmons; Performing Arts, Spectator Sports, and Related Industries; Arts, Entertainment

01 Dec 2002
News

Think Globally, Teach Locally

When HBS professor F. Warren McFarlan moved to Vevey, Switzerland, in 1973, it was his first experience living outside the United States. “I had three degrees from Harvard, and my major lifetime move had been from the western suburbs of... View Details

Keywords: Julia Hanna

August 2002 (Revised June 2006)
Case

Great Dakota Bank: Online Banking

By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar

In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details

Keywords: Banks and Banking; Internet and the Web; Customer Relationship Management; Consumer Behavior; Demand and Consumers; Technological Innovation; Customer Value and Value Chain; Customer Satisfaction; Management; Service Operations; Banking Industry

04 Apr 2019
Cold Call Podcast

Can Mark Zuckerberg Rebuild Trust in Facebook?

very narrow slice. They know exactly the kind of customer they're looking at and they can go at them. Of course, this was subject then to other influences like the Russian influences, but I just felt that this goes way beyond Cambridge... View Details

Web

Pricing Strategy: Monetizing and Growing the Business - Course Catalog

builds on the critical premise that a business cannot improve its ability to earn revenue from customers unless its decisions are guided by and for customers—what they value, why they value it, when and how... View Details

Student-Faculty-Profile

Michelle Shell & Ryan Buell

Research focus Michelle: Ryan and I are both interested in deeply understanding what happens when customers interact with an organization’s operating system. Insights about customer behavior can influence a... View Details

16 Sep 2015
News

Rethink pricing to create shared—and expanded—value

John T. Gourville, the Albert J. Weatherhead Jr. Professor of Business Administration, advocates that value be shared by a firm and its customers. “Without a willing customer, there is no value,” he says. “When companies view View Details

01 Sep 2015
News

Case Study: Golden Ticket

other gate-related event services. The company—which formed in late 2014 in a merger of a ticket-selling operation and a youth sports–focused custom commemoratives business—currently works with about two dozen schools in California, has... View Details

09 Oct 2001
Research & Ideas

Five Questions for Paul Lawrence and Nitin Nohria

Nohria: The key moment really came when we clearly framed the question, "What basic mental drives do all humans have as members of the same species?" Once the question was sharply posed and carefully considered, drawing on our View Details

Keywords: by Sean Silverthorne

October 2010
Case

The Cleveland Clinic: Improving the Patient Experience (Abridged)

By: Ananth Raman, Anita L. Tucker and Rachel Gordon

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen though if healthcare also considered question of "How does the patient feel?" This case looks at the... View Details

Keywords: Customer Satisfaction; Ethics; Health Care and Treatment; Six Sigma; Performance Improvement; Safety; Value Creation

18 Jun 2014
News

Robert (MBA 1964) and Lynn Burt

Robert (MBA 1964) and Lynn Burt In honor of his 50th Reunion, Robert Burt established a charitable gift annuity that will provide his wife, Lynn, with an income stream from Harvard during her lifetime and then fund a permanently endowed... View Details

February 2007 (Revised May 2007)
Case

Li & Fung 2006

By: F. Warren McFarlan, William C. Kirby and Tracy Manty

Describes the opportunities and strategy facing one of the most innovative global supply-chain companies, and the strategy it has chosen to deal with the expanding demand for its services. Li & Fung links thousands of factories in India, China, and elsewhere to nearly... View Details

Keywords: Customer Value and Value Chain; Supply Chain Management; Distribution Channels; Global Range; Strategy; Information Technology; Service Industry; Distribution Industry; China; India; United States; Europe