Customer Value - Publications - Faculty & Research

04 Oct 2004
What Do You Think?

Does Speed Trump Intellectual Property?

these responses, is the value of intellectual property in all but a few instances or industries vastly overrated? Is the appropriate response to this dilemma to rethink processes to achieve speed as both a defense and an offense against... View Details

Keywords: by James Heskett

08 Dec 2015
First Look

December 8, 2015

appreciative of the employees and valued the service more. Employees who observed customer transparency felt that their work was more appreciated and more impactful, and thus were more satisfied with their... View Details

Keywords: Sean Silverthorne

10 Oct 2007
First Look

First Look: First Look: October 10

Abstract We study the effect of small windfalls on consumer-spending decisions by examining the purchasing behavior of a sample of online grocery shoppers over the course of a year. We compare the purchases customers make when redeeming a... View Details

Keywords: Martha Lagace

01 Dec 2004
News

Starting Off on the Right Foot

When business and career psychologist James Waldroop counsels young executives who are starting assignments in a new company, he urges them to act like anthropologists. “For the first six months on the job, your assignment is to understand the View Details

Keywords: Deborah E. Blagg

28 Aug 2019
Blog Post

Know Your Audience: Recruiting HBS Students for Investment Banking

students where people can thrive in the culture.” This is the case for both the bulge bracket banks with significant brand recognition on campus and the boutique banks. Students see the value of experience in both types of organizations... View Details

01 Dec 2014
News

Case Study: Growing the Family Business

cleanliness and are staffed with teachers who use a proprietary curriculum to create an educational environment. Customers pay a significant premium for convenience—as much as $13 an hour for infant care versus $4 an hour or less for... View Details

Keywords: childcare; Finance

22 Feb 2010
Op-Ed

Tragedy at Toyota: How Not to Lead in Crisis

mid-1980s, Johnson & Johnson CEO Jim Burke understood his company credo challenged him to put the needs of customers first. Although J&J was not responsible for these problems, Burke nevertheless recalled every Tylenol product... View Details

Keywords: by William George; Auto

12 Oct 1999
Research & Ideas

Confronting the Challenges that Face Bricks-and-Mortar Stores

technologies and conclude that they represent the future of retailing. However, that conclusion would be wrong. Technology is just a platform for change. How we use the technology to create value for View Details

Keywords: by Raymond Burke; Retail

01 Mar 2017
News

Case Study: Moment in the Sun

a large hotel chain reached out to express interest, Hoskins began to see the promise of B2B sales in the hospitality market. “They got the value right away,” says Hoskins. “It’s automatic: Your customers... View Details

Keywords: Dan Morrell

01 Mar 2008
News

Alumni Books

sweet spot; designing the offer to create customer value and secure differential advantage; integrating to serve the customer; and measuring what matters. Science Lessons: What the Business of Biotech Taught... View Details

Keywords: Noel Capon; Publishing Industries (except Internet); Information

17 Dec 2015
News

Conducting Research That Influences Practice

Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details

28 Jul 2009
First Look

First Look: July 28

fashion company competing in a variety of unconventional ways, many "experience economy" related. Moods fronts their brand with the "boy band" images of its three founders and designs eccentric features into their clothes as a way of gaining... View Details

Keywords: Martha Lagace

25 Feb 2020
News

How Artificial Intelligence is Changing Business

improve customer targeting, streamline supply chains, and develop new products and services are addressed in the 70 cases published by HBS faculty. The School’s Digital Initiative serves as a hub for this research, which is being... View Details

Keywords: Susan Young

04 Oct 2004
Research & Ideas

Start to Measure Your E-commerce Success

payoffs of e-commerce operational and capital investments are necessary to demonstrate the value creation of e-commerce initiatives and to obtain additional resources for critical e-commerce projects. The measures are essential to monitor... View Details

Keywords: by Marc J. Epstein

13 Nov 2020
News

Insatiably Curious

college, Ma worked as a project manager at Hewlett-Packard (HP), where she first realized she had an interest in business. “I had this insatiable curiosity about HP’s customers and the company’s competition,” she recalls. “I also found... View Details

01 Feb 1998
News

Stephen Covey's Successful Habits

businesses in this country. Without listening, the organization (and its stakeholders) can't properly adapt to customers or the marketplace. How do you motivate business leaders who are not good listeners to become so? Force of... View Details

01 Dec 2018
News

Case Study: Your Data, Your Health

during a Blavatnik Fellowship in Life Science Entrepreneurship at HBS. The startup employs a system for collecting reproductive cell samples from a tampon, which the customer sends to the lab for genomic analysis. The lab then provides... View Details

Keywords: Jen McFarland Flint

10 Apr 2018
First Look

First Look at New Research, April 10, 2018

decoupling of the sources of value in education programs—on the future of executive education. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=54353 Harvard Business School Case 518-046 Molino Cañuelas: Serving... View Details