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Publications

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  • All HBS Web  (224)
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    • News  (46)
    • Research  (163)
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Show Results For

  • All HBS Web  (224)
    • People  (1)
    • News  (46)
    • Research  (163)
    • Events  (1)
    • Multimedia  (1)
  • Faculty Publications  (72)
← Page 7 of 224 Results →
  • 28 Sep 2011
  • Research & Ideas

The Profit Power of Corporate Culture

returns to labor, and relationships with customers (producing loyalty and customer "ownership") as well as innovation and financial performance. If the organization... View Details
Keywords: by Sean Silverthorne
  • 29 Nov 2022
  • Research & Ideas

How Much More Would Holiday Shoppers Pay to Wear Something Rare?

up against the customer loyalty they gain from making those goods more widely available? “There are groups of people who can’t afford to pay more for a good and will be obviously annoyed if they are left... View Details
Keywords: by Michael Blanding; Retail
  • 05 Jul 2012
  • What Do You Think?

Why Is Trust So Hard to Achieve in Management?

which leaders are viewed by their followers. It's important to understand why this is the case, given the economic benefits that trust may impart to an organization. These include` higher morale, increased loyalty to the organization,... View Details
Keywords: by James Heskett
  • 25 Aug 2014
  • HBS Case

Starbucks Reinvented

employees), deliver personalized customer service, and maintain a close connection to the local community. In addition, McDonald's and Dunkin' Donuts had emerged as serious competitors, offering their own lines of specialty coffee... View Details
Keywords: by Julia Hanna; Food & Beverage
  • 01 Mar 2024
  • News

Unlocking the Power of Community

When Tara Fung (MBA 2016) explains Co:Create, the company she cofounded in 2022 and now leads as CEO, she doesn’t mention Web3 first. “We help innovative brands and creators unlock the power of community,” she explains. Co:Create does this with a new, gamified approach... View Details
Keywords: April White
  • 01 Feb 2023
  • What Do You Think?

Will Hybrid Work Strategies Pull Down Long-Term Performance?

something that the academics don’t? Of course, the “soft side” of the organization isn’t so soft. Its culture is one of the important drivers of employee engagement and loyalty that in turn influences the View Details
Keywords: by James Heskett
  • 24 Jan 2011
  • HBS Case

Terror at the Taj

recover after the attacks. Underlying this framework is a central conundrum: Why did the Taj employees stay at their posts, jeopardizing their safety in order to save hotel guests? And is this level of loyalty and dedication something... View Details
Keywords: by Julia Hanna; Accommodations
  • 30 Jan 2020
  • Research & Ideas

The Upside of Highlighting a Product's Downsides

The researchers also monitored whether customers closed their accounts during that time. The data helped researchers compare the loyalty and profit potential of customers who... View Details
Keywords: by Danielle Kost
  • 17 Feb 2022
  • Book

When Employees Feel a Sense of Purpose, Companies Succeed

success by focusing on delivering not only for their shareholders and customers but also for their employees, communities, and the environment. In the video below, I speak with Deepak Chopra, clinical professor of medicine at the... View Details
Keywords: by Ranjay Gulati
  • 19 Apr 2010
  • Research & Ideas

The History of Beauty

necessary finance, there are contract manufacturers and perfumers that will provide a product for you. This is also an industry subject to sudden shifts in fashion and fads, which disrupt incumbent positions and provide opportunities for new entrants. Brand View Details
Keywords: by Sean Silverthorne; Beauty & Cosmetics
  • 04 Apr 2011
  • HBS Case

Reinventing the National Geographic Society

loyalty is still to their silos," Garvin observes. The case encourages students to put themselves in his place. Is Fahey moving too slowly? Does he have the right people in the right positions? Is the new mission—"to inspire... View Details
Keywords: by Sean Silverthorne; Publishing
  • 30 Jul 2001
  • What Do You Think?

What’s the Future of Corporate Governance?

historic financial measures. In a book that I wrote with Earl Sasser and Len Schlesinger, The Service Profit Chain, we discussed the mounting evidence that customer and employee satisfaction and loyalty are... View Details
Keywords: by James Heskett
  • 11 May 2016
  • Research & Ideas

Fix This! Why is it so Painful to Buy a New Car?

prices. And high-end dealerships can make car buying feel like a trip to the spa. But overall, little has changed in the high-pressure business of selling vehicles. So what should the industry be doing to make customers feel better about... View Details
Keywords: by Sean Silverthorne; Auto
  • 09 Jul 2007
  • Research & Ideas

Five Steps to Better Family Negotiations

These characteristics lead to stronger loyalty and sensitivity to one another but also greater reactivity in their interactions. Family relationships also have deeply ingrained patterns that have developed over years of interacting.... View Details
Keywords: by John A. Davis and Deepak Malhotra
  • 01 Sep 2023
  • News

Case Study: The Home Team

for it. There’s an argument that large, tech- and data-savvy brokerages like Compass would spring for the service to build brand loyalty and trust. But it seems like Nester’s information could dissuade purchases, or at the very least... View Details
Keywords: Jen McFarland Flint; Real Estate
  • Web

Marketing Awards & Honors - Faculty & Research

Fellow by the American Marketing Association in 2015, 2018, 2019, 2020, 2022, and 2023. Eva Ascarza : Selected as an INFORMS Doctoral Consortium Fellow at the University of Miami in 2023. Eva Ascarza : Winner of the 2023 Weitz-Winer-O'Dell Award for “Retention... View Details
  • 24 Jan 2012
  • First Look

First Look: Jan. 24

(C):http://cb.hbsp.harvard.edu/cb/product/806101-PDF-ENG PunchTab, Inc. Ramana Nanda, William R. Kerr, and Lauren BarleyHarvard Business School Case 812-033 PunchTab was a Silicon Valley start-up, founded in 2011, that was developing an Internet-based turnkey View Details
Keywords: Sean Silverthorne
  • 13 Jun 2011
  • HBS Case

Mobile Banking for the Unbanked

more importantly, the service induces loyalty and additional phone usage. "For Safaricom it's a profitable opportunity not just because of the fee it makes from the mobile transactions, but because it makes existing View Details
Keywords: by Carmen Nobel; Banking; Communications; Telecommunications
  • 05 Feb 2019
  • News

The First Five Years: Karan Shah (MBA 2016)

of the largest camshaft manufacturers in the world, serving marquee customers like GM, Ford, Daimler, Porsche, Toyota, and others. “In the two years that I have been at PCL—first as a business development executive and now as executive... View Details
  • 03 Jul 2013
  • What Do You Think?

What Are the Limits of Transparency?

given credit for fostering trust among members of an organization, building loyalty among employees, and generally creating better places to work. For many years we observed need-to-know policies (that may have had their origins in the... View Details
Keywords: by James Heskett
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