Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
  • Research
    • Research
    • Publications
    • Global Research Centers
    • Case Development
    • Initiatives & Projects
    • Research Services
    • Seminars & Conferences
    →
  • Publications→

Publications

Publications

Filter Results: (7,922) Arrow Down
Filter Results: (7,922) Arrow Down Arrow Up

Show Results For

  • All HBS Web  (7,922)
    • People  (9)
    • News  (1,433)
    • Research  (5,733)
    • Events  (20)
    • Multimedia  (9)
  • Faculty Publications  (4,099)

Show Results For

  • All HBS Web  (7,922)
    • People  (9)
    • News  (1,433)
    • Research  (5,733)
    • Events  (20)
    • Multimedia  (9)
  • Faculty Publications  (4,099)
← Page 7 of 7,922 Results →
  • 2009
  • Working Paper

Do Analysts Follow Managers Who Switch Companies? An Analysis of Relationships in the Capital Markets.

By: Francois Brochet, Gregory S. Miller and Suraj Srinivasan
We examine the importance of professional relationships developed between analysts and managers by investigating analyst coverage decisions in the context of CEO and CFO moves between publicly listed firms. We find that top executive moves from an origin firm to a... View Details
Keywords: Business and Stakeholder Relations; Capital Markets; Decisions; Managerial Roles; Financial Institutions; Investment; Market Participation; Public Ownership; Relationships
Citation
SSRN
Related
Brochet, Francois, Gregory S. Miller, and Suraj Srinivasan. "Do Analysts Follow Managers Who Switch Companies? An Analysis of Relationships in the Capital Markets." American Accounting Association Financial Accounting and Reporting Section Paper, August 2009. (Forthcoming, The Accounting Review, March 2014.)
  • 2002
  • Chapter

Cooperative Customer Management: Is There Strategic Potential for a New Relationship between Retail and Industry?

By: Christian H.M. Ketels, Dirk Seifert and Alexander Kracklauer
Keywords: Customer Relationship Management; Cooperation; Supply Chain Management; Retail Industry; Manufacturing Industry
Citation
Related
Ketels, Christian H.M., Dirk Seifert, and Alexander Kracklauer. "Cooperative Customer Management: Is There Strategic Potential for a New Relationship between Retail and Industry?" In Consulting 2002, edited by Felix Breichenstein. Frankfurt, Germany: FAZ-Verlag, 2002.
  • 2014
  • Chapter

Customer Experience and Service Design

By: Uday S. Karmarkar and Uma R. Karmarkar
While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the... View Details
Keywords: Service Design; Service Management; Product Design; Service Operations; Customer Satisfaction; Service Industry
Citation
Find at Harvard
Purchase
Related
Karmarkar, Uday S., and Uma R. Karmarkar. "Customer Experience and Service Design." Chap. 7 in Managing Consumer Services: Factory or Theater? edited by Enzo Baglieri and Uday Karmarkar, 109–130. Springer, 2014.
  • April 2011 (Revised May 2011)
  • Case

EMC2: Delivering Customer Centricity

By: Thomas Steenburgh and Jill Avery
This case introduces the concept of customer centricity and traces its development at EMC, the world's leading data storage hardware and information management software company. EMC's customers had historically relied on EMC salespeople to guide them through the... View Details
Keywords: Business Model; Interpersonal Communication; Customer Relationship Management; Knowledge Acquisition; Marketing Strategy; Organizational Change and Adaptation; Salesforce Management; Social and Collaborative Networks; Internet; Information Technology Industry
Citation
Educators
Purchase
Related
Steenburgh, Thomas, and Jill Avery. "EMC2: Delivering Customer Centricity." Harvard Business School Case 511-124, April 2011. (Revised May 2011.)
  • June 2014 (Revised March 2017)
  • Teaching Note

Agero: Enhancing Capabilities for Customers

By: Robert Simons and Natalie Kindred
This is the teaching note for Agero: Enhancing Capabilities for Customers (HBS No. 113-001) View Details
Keywords: Management Control Systems; Execution; Organization Structure; Diagnostic Control Systems; Interactive Control Systems; Performance Goals; Performance Measurement; Strategy; Organizational Design; Performance Evaluation; Customer Focus and Relationships
Citation
Purchase
Related
Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Teaching Note 114-093, June 2014. (Revised March 2017.)
  • 1998
  • Article

The Nature of Trust and Its Impact on Relationship Management Activities

By: Joseph P. Cannon, Greg Gundlach and Das Narayandas
Keywords: Trust; Relationships; Management
Citation
Related
Cannon, Joseph P., Greg Gundlach, and Das Narayandas. "The Nature of Trust and Its Impact on Relationship Management Activities." NAMA 34, no. 4 (1998): 10–11, 21–23.
  • November 2011
  • Teaching Note

Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)

By: Michael J. Roberts and Paul E. Morrison
Teaching Note for Product #4377. View Details
Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Management; Demand and Consumers; Operations; Customer Focus and Relationships; Supply and Industry; Capital
Citation
Purchase
Related
Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)." Harvard Business School Teaching Note 114-377, November 2011.
  • March 1999 (Revised January 2000)
  • Background Note

Interactive Technologies and Relationship Marketing Strategies

By: Youngme E. Moon
Outlines the role of interactive technologies in the development of relationship marketing strategies. View Details
Keywords: Marketing Strategy; Customer Relationship Management; Technology
Citation
Educators
Purchase
Related
Moon, Youngme E. "Interactive Technologies and Relationship Marketing Strategies." Harvard Business School Background Note 599-101, March 1999. (Revised January 2000.)
  • November 2011
  • Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Spreadsheet Supplement (Brief Case)

Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity
Citation
Purchase
Related
Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul? Spreadsheet Supplement (Brief Case)." Harvard Business School Spreadsheet Supplement 114-378, November 2011.
  • 23 Jul 2001
  • Research & Ideas

How Relationships are Building Biotech

career relationships help to build up organizations. The study of careers seems to act as a powerful lens for examining the birth of biotech. Higgins, who specializes in research, teaching, and course development surrounding the field of... View Details
Keywords: by Martha Lagace & Mallory Stark
  • 06 Jun 2016
  • News

Know the Job Your Product Was Hired to Do

Keywords: innovation; customer relationship management; consumer choice
  • 2011
  • Module Note

Suppliers to Dealers: Stakeholders' Management at TVS Motor Company Ltd.

By: Shashank Shah, Shashank Shah and A. Sudir Bhaskar
Keywords: Supply Chain Management; Supplier Relationships; Dealer Network; Auto Industry; India
Citation
Find at Harvard
Related
Shah, Shashank, and A. Sudir Bhaskar. "Suppliers to Dealers: Stakeholders' Management at TVS Motor Company Ltd." 2011.
  • June 2019
  • Case

Airbnb, Etsy, Uber: Expanding from One to Many Millions of Customers

By: Thales S. Teixeira
By 2019, two-sided online platforms (or marketplaces) were among the highest-growing internet startups around. These marketplaces sought to match suppliers of assets for rent, physical products, or services with customers demanding them. Among the most notable... View Details
Keywords: Airbnb; Etsy; Uber; Growth Hacking; Two-Sided Markets; Digital Marketing; Customer Acquisition; Two-Sided Platforms; Growth Management; Marketing Strategy; Customers; Acquisition; Organizational Change and Adaptation
Citation
Educators
Purchase
Related
Teixeira, Thales S. "Airbnb, Etsy, Uber: Expanding from One to Many Millions of Customers." Harvard Business School Case 519-087, June 2019.
  • 19 Feb 2014
  • News

Choosing the Right Customer

  • November 2011
  • Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Faculty Spreadsheet (Brief Case)

Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity
Citation
Purchase
Related
Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul? Faculty Spreadsheet (Brief Case)." Harvard Business School Spreadsheet Supplement 114-379, November 2011.
  • April 2025
  • Article

Buying (Quality) Time Predicts Relationship Satisfaction

By: A.V. Whillans, Jessie Pow and Joe J. Gladstone
Seven studies examine the association between time-saving purchases (e.g., housecleaning and meal delivery services) and relationship satisfaction. Study 1 uses an eleven-year longitudinal panel survey to show that increases in time-saving purchases predict long-term... View Details
Keywords: Personal Finance; Family and Family Relationships; Satisfaction; Well-being
Citation
Find at Harvard
Read Now
Purchase
Related
Whillans, A.V., Jessie Pow, and Joe J. Gladstone. "Buying (Quality) Time Predicts Relationship Satisfaction." Journal of Personality and Social Psychology 128, no. 4 (April 2025): 821–863.
  • 23 Jun 2003
  • Research & Ideas

Building a Better Buyer-Seller Relationship

other colleagues, including HBS professor V. Kasturi Rangan, have arrived at some answers for designing, developing, and managing long-term customer relationships. And this area is big business with a... View Details
Keywords: by Martha Lagace
  • September 2015 (Revised March 2025)
  • Technical Note

FIELD Global Capstone: Developing Customer Empathy

By: Jill Avery
The Design Thinking process begins with empathizing with potential customers. Empathizing, being aware of, interpreting, and understanding the thoughts of others, as well as being able to vicariously experience them oneself, requires the careful and deliberate study of... View Details
Keywords: Market Research; Design Thinking; Customer Behavior; Ethnography; Interviews; Surveys; A/B Testing; Experimentation; Marketing; Customer Focus and Relationships; Consumer Behavior; Demand and Consumers
Citation
Educators
Purchase
Related
Avery, Jill. "FIELD Global Capstone: Developing Customer Empathy." Harvard Business School Technical Note 316-082, September 2015. (Revised March 2025.)
  • Research Summary

Building Effective Relationships Across Cultures

Trust is the foundation of any successful collaborative relationship. In my first stream of research, I draw on the basic distinction between cognition-based versus affect-based trust– that is, trust from the head versus trust from the heart – to better... View Details
  • Aug 21 2017
  • Testimonial

Growing Strong Relationships

  • ←
  • 7
  • 8
  • …
  • 396
  • 397
  • →
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.