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Publications

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      • Faculty Publications  (218)

      Customer ExperienceRemove Customer Experience →

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      • 2018
      • Article

      Overcoming Barriers to Time-Saving: Reminders of Future Busyness Encourage Consumers to Buy Time

      By: A. V. Whillans, Elizabeth W. Dunn and Michael I. Norton
      Spending money on time-saving purchases improves happiness. Yet, people often fail to spend their money in this way. Because most people believe that the future will be less busy than the present, they may underweight the value of these purchases. We examine the impact... View Details
      Keywords: Consumer Choice; Sharing Economy; Opportunity Cost; Time-as Money; Well-being; Time Management; Happiness; Perception; Behavior
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      Whillans, A. V., Elizabeth W. Dunn, and Michael I. Norton. "Overcoming Barriers to Time-Saving: Reminders of Future Busyness Encourage Consumers to Buy Time." Social Influence 13, no. 2 (2018): 117–124.
      • February 2018
      • Article

      Retention Futility: Targeting High-Risk Customers Might Be Ineffective.

      By: Eva Ascarza
      Companies in a variety of sectors are increasingly managing customer churn proactively, generally by detecting customers at the highest risk of churning and targeting retention efforts towards them. While there is a vast literature on developing churn prediction models... View Details
      Keywords: Retention/churn; Proactive Churn Management; Field Experiments; Heterogeneous Treatment Effect; Machine Learning; Customer Relationship Management; Risk Management
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      Ascarza, Eva. "Retention Futility: Targeting High-Risk Customers Might Be Ineffective." Journal of Marketing Research (JMR) 55, no. 1 (February 2018): 80–98.
      • January 2018 (Revised May 2018)
      • Case

      Transformation at ING (A): Agile

      By: William R. Kerr, Federica Gabrieli and Emer Moloney
      In December 2017, Vincent van den Boogert, CEO of ING in the Netherlands, was reflecting upon the company’s “agile” transformation, a reorganization of work that had been critical to respond to and exceed rapidly changing customer expectations. Launched in 2015 at the... View Details
      Keywords: Organizational Change; Organizational Management; Workforce; Agile; Change Management; Leadership; Transformation; Organizational Change and Adaptation; Organizational Structure; Leading Change; Cross-Cultural and Cross-Border Issues; Banking Industry
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      Kerr, William R., Federica Gabrieli, and Emer Moloney. "Transformation at ING (A): Agile." Harvard Business School Case 818-077, January 2018. (Revised May 2018.)
      • January 2018
      • Case

      Kids & Company: Entering the U.S.

      By: Boris Groysberg, Matthew G. Preble and Katherine Connolly Baden
      In April 2017, Victoria Sopik and Jennifer Nashmi, CEO and CFO (respectively) of Kids & Company, a Canadian childcare provider that they had co-founded in the early 2000s and developed into a nearly 100-unit enterprise, are discussing how the company should proceed... View Details
      Keywords: Child Care; Childcare; Day Care; Daycare; Early Childhood Education; Strategy; Growth and Development Strategy; Growth Management; Business Strategy; Competitive Strategy; Competitive Advantage; Expansion; Leadership; Marketing; Product Marketing; Brands and Branding; Service Delivery; Service Operations; Product Design; Product Development; Cross-Cultural and Cross-Border Issues; Selection and Staffing; Customer Focus and Relationships; Entrepreneurship; Service Industry; Education Industry; United States; Canada
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      Groysberg, Boris, Matthew G. Preble, and Katherine Connolly Baden. "Kids & Company: Entering the U.S." Harvard Business School Case 418-011, January 2018.
      • 2017
      • Working Paper

      Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service

      By: Alexandra C. Feldberg and Tami Kim
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      Feldberg, Alexandra C., and Tami Kim. "Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service." Working Paper, December 2017.
      • August 2017
      • Case

      RoboTech: Storming into the U.S. Market

      By: Christopher A. Bartlett, Rachel Gordon and John J. Lafkas
      This case describes the challenges facing the CEO of a small, Singapore-based industrial robotics company that decides to diversify away from its core industrial robot business by leveraging its expertise into the medical-devices industry. It launches an innovative... View Details
      Keywords: Market Entry and Exit; Diversification; Product Launch; Competitive Strategy; Globalized Firms and Management; Medical Devices and Supplies Industry; Technology Industry; Singapore; United States
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      Bartlett, Christopher A., Rachel Gordon, and John J. Lafkas. "RoboTech: Storming into the U.S. Market." Harvard Business School Brief Case 918-501, August 2017.
      • August 2017 (Revised August 2018)
      • Case

      Busbud: Building a Data Company

      By: Srikant M. Datar, Alistair Croll and Caitlin N. Bowler
      The case features the work of LP Maurice (HBS '08) as he decides to take on the fragmented bus travel industry and launch an online business that aggregates and shares bus schedules for routes around the world. His first challenge: finding that the data he needs is... View Details
      Keywords: Data Science; Analytics and Data Science; Business Startups; Knowledge Acquisition; Customers; Measurement and Metrics; Transportation Industry
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      Datar, Srikant M., Alistair Croll, and Caitlin N. Bowler. "Busbud: Building a Data Company." Harvard Business School Case 118-011, August 2017. (Revised August 2018.)
      • July 2017
      • Teaching Note

      Designing Transformational Customer Experiences

      By: Stefan Thomke
      Keywords: Customer Experience; Design; Exercise; Learning By Doing; LEGO; Storytelling; Transformation
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      Thomke, Stefan. "Designing Transformational Customer Experiences." Harvard Business School Teaching Note 618-014, July 2017.
      • June 2017
      • Teaching Note

      The De Beers Group: Exploring the Diamond Reselling Opportunity

      By: Benjamin C. Esty, Daniel P. Gross and Lauren G. Pickle
      In September 2014, Tom Montgomery (SVP of strategic initiatives at the De Beers Group) and his team launched a pilot program in the United States to explore $1 billion diamond market for pre-owned (recycled) diamonds. According to Montgomery, the motivation for the... View Details
      Keywords: Diamonds; Go-to-market Strategy; Secondary Market; Willingness To Pay; Pilot Program; Strategy Development; Strategy Execution; Scope; Marketing; Advertising; Branding; Customer Value; Pawn Shops; Jewelry; Supply And Demand; Corporate Strategy; Business Strategy; Vertical Integration; Advertising Campaigns; Value Creation; Retail Industry; Consumer Products Industry; Advertising Industry; Mining Industry; United States; United Kingdom; Africa; Botswana; South Africa; Namibia
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      Esty, Benjamin C., Daniel P. Gross, and Lauren G. Pickle. "The De Beers Group: Exploring the Diamond Reselling Opportunity." Harvard Business School Teaching Note 717-481, June 2017.
      • Article

      Beyond the Target Customer: Social Effects in CRM Campaigns

      By: Eva Ascarza, Peter Ebbes, Oded Netzer and Matthew Danielson
      Customer relationship management (CRM) campaigns have traditionally focused on maximizing the profitability of the targeted customers. The authors demonstrate that in business settings characterized by network externalities, a CRM campaign that is aimed at changing the... View Details
      Keywords: Social Effects; Field Experiment; Mobile; Customer Relationship Management; Network Effects; Consumer Behavior
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      Ascarza, Eva, Peter Ebbes, Oded Netzer, and Matthew Danielson. "Beyond the Target Customer: Social Effects in CRM Campaigns." Journal of Marketing Research (JMR) 54, no. 3 (June 2017): 347–363.
      • June 2017
      • Article

      Creating Reciprocal Value Through Operational Transparency

      By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
      We investigate whether organizations can create value by introducing visual transparency between consumers and producers. Although operational transparency has been shown to improve consumer perceptions of service value, existing theory posits that increased contact... View Details
      Keywords: Operational Transparency; Service Management; Production Management; Organizational Performance; Behavioral Operations; Service Operations; Service Delivery; Consumer Behavior; Labor; Organizational Design; Operations; Service Industry; United States; Kenya
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      Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Creating Reciprocal Value Through Operational Transparency." Management Science 63, no. 6 (June 2017): 1673–1695.
      • 2017
      • Mimeo

      Science for Society: Science and Technology Based Social Entrepreneurship

      By: Tarun Khanna, Shashank Shah and Kundan Madireddy
      This publication is an outcome of the team's research, engagement and interactions with over 25 science and technology-based social enterprises in India. It provides details on the research process, insightful outcomes and innovative impact.
      Throughout the... View Details
      Keywords: Social Entrepreneurship; Science-Based Business; Information Technology; Business and Community Relations; India
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      Khanna, Tarun, Shashank Shah, and Kundan Madireddy. "Science for Society: Science and Technology Based Social Entrepreneurship." Harvard University South Asia Institute, 2017. Mimeo. (This publication is an outcome of a grant from the Tata Trusts.)
      • March 2017
      • Case

      Breakfast at the Paramount

      By: Ryan W. Buell
      The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch... View Details
      Keywords: Food; Management Practices and Processes; Service Delivery; Service Industry; Food and Beverage Industry; Boston
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      Buell, Ryan W. "Breakfast at the Paramount." Harvard Business School Multimedia/Video Case 617-702, March 2017.
      • March 2017
      • Exercise

      Designing Transformational Customer Experiences

      By: Stefan Thomke
      Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer... View Details
      Keywords: Customer Experience; Exercise; Learning By Doing; LEGO; Storytelling; Customer Satisfaction; Design; Innovation and Management; Transformation; Service Delivery
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      Thomke, Stefan. "Designing Transformational Customer Experiences." Harvard Business School Exercise 617-051, March 2017.
      • February 2017
      • Supplement

      The De Beers Group: Exploring the Diamond Reselling Opportunity

      By: Benjamin C. Esty, Daniel P. Gross and Lauren G. Pickle
      In September 2014, Tom Montgomery (SVP of strategic initiatives at the De Beers Group) and his team launched a pilot program in the United States to explore the $1 billion diamond market for pre-owned (recycled) diamonds. According to Montgomery, the motivation for the... View Details
      Keywords: Diamonds; Go-to-market Strategy; Secondary Market; Willingness To Pay; Pilot Program; Strategy Development; Strategy Execution; Scope; Marketing; Advertising; Branding; Customer Value; Pawn Shops; Jewelry; Supply And Demand; Corporate Strategy; Business Strategy; Vertical Integration; Advertising Campaigns; Value Creation; Retail Industry; Consumer Products Industry; Advertising Industry; Mining Industry; United States; United Kingdom; Africa; Botswana; South Africa; Namibia
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      Esty, Benjamin C., Daniel P. Gross, and Lauren G. Pickle. "The De Beers Group: Exploring the Diamond Reselling Opportunity." Harvard Business School Spreadsheet Supplement 717-806, February 2017.
      • February 2017 (Revised May 2022)
      • Case

      The De Beers Group: Exploring the Diamond Reselling Opportunity

      By: Benjamin C. Esty, Daniel P. Gross and Lauren G. Pickle
      In September 2014, Tom Montgomery (SVP of strategic initiatives at the De Beers Group) and his team launched a pilot program in the United States to explore the $1 billion diamond market for pre-owned (recycled) diamonds. According to Montgomery, the motivation for the... View Details
      Keywords: Diamonds; Go-to-market Strategy; Secondary Market; Willingness To Pay; Pilot Program; Strategy Development; Strategy Execution; Scope; Marketing; Advertising; Branding; Customer Value; Pawn Shops; Jewelry; Supply And Demand; Corporate Strategy; Business Strategy; Vertical Integration; Advertising Campaigns; Value Creation; Retail Industry; Consumer Products Industry; Advertising Industry; Mining Industry; United States; United Kingdom; Africa; Botswana; South Africa; Namibia
      Citation
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      Esty, Benjamin C., Daniel P. Gross, and Lauren G. Pickle. "The De Beers Group: Exploring the Diamond Reselling Opportunity." Harvard Business School Case 717-430, February 2017. (Revised May 2022.)
      • February 2017
      • Teaching Note

      The Tate's Digital Transformation

      By: Jill Avery
      John Stack was the visionary Head of Digital Transformation at the Tate, a collection of four major art galleries in the UK, including Tate Modern, the most visited gallery devoted to modern and contemporary art in the world. Stack was the architect of the Tate’s... View Details
      Keywords: Digital; Ecommerce; Experience; Customer Experience; Customer Relationship Management; Channel Management; Museums; Arts Marketing; Nonprofit; Marketing; Marketing Channels; Marketing Strategy; Customer Focus and Relationships; Digital Marketing; Digital Strategy; Social Media; E-commerce; Entertainment and Recreation Industry; Fine Arts Industry; England; United Kingdom; Europe
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      Avery, Jill. "The Tate's Digital Transformation." Harvard Business School Teaching Note 517-098, February 2017.
      • Article

      Understanding the Advice of Commissions-Motivated Agents: Evidence from the Indian Life Insurance Market

      By: Santosh Anagol, Shawn Cole and Shayak Sarkar
      We conduct a series of field experiments to evaluate the quality of advice provided by life insurance agents in India. Agents overwhelmingly recommend unsuitable, strictly dominated products, which provide high commissions to the agent. Agents cater to the beliefs of... View Details
      Keywords: Advice; Customers; Insurance; Service Operations; Motivation and Incentives; Ethics; India
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      Anagol, Santosh, Shawn Cole, and Shayak Sarkar. "Understanding the Advice of Commissions-Motivated Agents: Evidence from the Indian Life Insurance Market." Review of Economics and Statistics 99, no. 1 (March 2017).
      • November 2016 (Revised December 2016)
      • Case

      Anthology: Pivoting the Business Model

      By: Shikhar Ghosh and Christopher Payton
      In July 2014, after 18 months and eight unsuccessful product launches, the CEO of Yabbly has agreed to sell his company to a larger, well-funded startup, providing a return of capital for his investors and a home for his team. Two weeks prior to the scheduled closing,... View Details
      Keywords: Mergers & Acquisitions; Business Model; Business Plan; Business Startups; Entrepreneurship; Innovation Strategy; Mobile and Wireless Technology; Internet and the Web; Mergers and Acquisitions; Business Exit or Shutdown; Fairness; Valuation; Technology Industry; Consumer Products Industry; North America; United States; Seattle
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      Ghosh, Shikhar, and Christopher Payton. "Anthology: Pivoting the Business Model." Harvard Business School Case 817-066, November 2016. (Revised December 2016.)
      • October 2016
      • Case

      Turkasset: Bringing Customer-Centricity to Debt Collection

      By: Dennis Campbell and Gamze Yucaoglu
      In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details
      Keywords: Customer Satisfaction; Customer Experience; Customer Service; Customer-centric; Emerging Market; Customer Focus; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Turkasset; Collections Agency; NPL; Call Center; Financial Services; Borrowing and Debt; Customer Focus and Relationships; Organizational Culture; Operations; Management; Service Operations; Quality; Competitive Advantage; Cost vs Benefits; Financial Services Industry; Turkey
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      Campbell, Dennis, and Gamze Yucaoglu. "Turkasset: Bringing Customer-Centricity to Debt Collection." Harvard Business School Case 117-023, October 2016.
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