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Show Results For
- All HBS Web
(7,078)
- People (19)
- News (1,428)
- Research (4,290)
- Events (48)
- Multimedia (56)
- Faculty Publications (2,717)
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- Research Summary
Complement Distribution on Platforms: Browser Wars from an Industry Perspective
Empirical analysis of diffusion of new technolgoies, such as the browser, accounting for quality and distribution channels. Joint work with Tim Bresnahan. Exploits discrepancies in survey data to examine the role of information and awareness in consumer choice for... View Details
- 11 Jul 2019
- Sharpening Your Skills
Deconstructing 'Customer Experience'
Legendary Harvard Business School marketing professor Theodore Levitt warned his students and industry executives against “marketing myopia”—that is, adopting an insular marketing approach where the business puts its own needs ahead of... View Details
- September 2021
- Article
Innovation in the 21st Century: Architectural Change, Purpose, and the Challenges of Our Time
Understanding the process of innovation has been a central concern of management researchers, but despite this progress, there remains much that we do not understand. Deepening our knowledge is critically important given the enormous environmental and social challenges... View Details
Keywords: Architectural Innovation; Systemic Innovation; Innovation and Invention; Mission and Purpose; Environmental Sustainability
Henderson, Rebecca. "Innovation in the 21st Century: Architectural Change, Purpose, and the Challenges of Our Time." Management Science 67, no. 9 (September 2021).
- 2018
- Chapter
New Prospects for Organizational Democracy?: How the Joint Pursuit of Social and Financial Goals Challenges Traditional Organizational Designs
By: Julie Battilana, Michael Fuerstein and Michael Lee
For an extended period during the first half of the 20th century, industrial democracy was a vibrant movement, with ideological and organizational ties to a thriving unionism. In 2015, however, things look different. While there are instances of democracy in the... View Details
Battilana, Julie, Michael Fuerstein, and Michael Lee. "New Prospects for Organizational Democracy? How the Joint Pursuit of Social and Financial Goals Challenges Traditional Organizational Designs." In Capitalism Beyond Mutuality? Perspectives Integrating Philosophy and Social Science, edited by Subramanian Rangan, 256–288. Oxford, UK: Oxford University Press, 2018.
- 20 May 2013
- News
Making America an Industrial Powerhouse Again
- 19 Sep 2024
- Blog Post
A Day at Royal FloraHolland: The Epicenter of the Global Flower Market
In January 2024, Professors Willy Shih and Mike Toffel led 45 HBS MBA students on site visits to witness the energy transition and innovative sustainable production activities throughout Denmark and the Netherlands, in the second year of... View Details
- 09 Mar 2021
- Working Paper Summaries
Stock Price Reactions to ESG News: The Role of ESG Ratings and Disagreement
- 2022
- Chapter
Sustainability for People and the Planet: Placing Workers at the Center of Sustainability Research
By: Julie Yen, Julie Battilana and Emilie Aguirre
Though workers face a series of critical challenges in contemporary work organizations, they are often overlooked in conversations about sustainable business. In this chapter, we argue that prioritizing the rights and well-being of workers is a core dimension of... View Details
Keywords: Environmental Sustainability; Employees; Well-being; Corporate Social Responsibility and Impact; Organizational Structure; Social Issues
Yen, Julie, Julie Battilana, and Emilie Aguirre. "Sustainability for People and the Planet: Placing Workers at the Center of Sustainability Research." Chap. 11 in Handbook on the Business of Sustainability: The Organization, Implementation, and Practice of Sustainable Growth, edited by Gerard George, Martine R. Haas, Havovi Joshi, Anita M. McGahan, and Paul Tracey, 189–214. Edward Elgar Publishing, 2022.
- 05 Apr 2010
- Research & Ideas
HBS Cases: iPads, Kindles, and the Close of a Chapter in Book Publishing
bookstores—the whole physical distribution system—is on the cusp of changing fundamentally." Olson has a particularly informed view of the issue. Before arriving at HBS in 2008, he was CEO View Details
- September 1991 (Revised January 1997)
- Case
Manzana Insurance: Fruitvale Branch (Abridged)
Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested.... View Details
Keywords: Business Offices; Decision Choices and Conditions; Time Management; Service Operations; Performance Evaluation; Competition; Insurance Industry
Wheelwright, Steven C. "Manzana Insurance: Fruitvale Branch (Abridged)." Harvard Business School Case 692-015, September 1991. (Revised January 1997.)
- 01 Dec 2002
- News
Secretary of Labor Elaine Chao Advises New MBA Students on Business Values
are living in a time of what I like to call ‘fast history.' It's a time when we need leaders who are prepared to take responsibility and be held accountable,” he said. “We believe that all View Details
- Article
Why Do Firms Have 'Purpose'? The Firm's Role as a Carrier of Identity and Reputation
By: Rebecca Henderson and Eric Van den Steen
Why do so many firms publicly espouse a "purpose" beyond simple profit maximization? And why do so many managers and employees appear to care deeply about this purpose and to believe that it is critically important? In this paper we argue that the conventional answers... View Details
Henderson, Rebecca, and Eric Van den Steen. "Why Do Firms Have 'Purpose'? The Firm's Role as a Carrier of Identity and Reputation." American Economic Review: Papers and Proceedings 105, no. 5 (May 2015): 326–330.
- 2008
- Chapter
The Corporate Conduct Continuum: From 'Do No Harm' to 'Do Lots of Good'
Kanter, Rosabeth M. "The Corporate Conduct Continuum: From 'Do No Harm' to 'Do Lots of Good'." Chap. 14 in The Virtuous Organization: Insights from Some of the World's Leading Management Thinkers, edited by Charles C. Manz, Kim S. Cameron, Karen P. Manz, and Robert D. Marx, 279–286. Singapore, New Jersey, and London: World Scientific, 2008.
- Web
Building a Culture of Awareness and Accountability in your Organization - Recruiting
have a social responsibility for thinking about how you create more joy for people in this world.” After graduating from Duke University with a dual major in Dance and Sociology, and from Harvard Graduate School View Details
- September 1981 (Revised August 1987)
- Case
CIBA-GEIGY Agricultural Division
By: Benson P. Shapiro and Roy H. Schoeman
In 1979 Leo Bontempo, marketing vice president of Ciba-Geigy Agricultural Division was deciding whether to purchase an $840,000 program for TeleSession. This was a marketing service designed to accelerate the adoption of new products among large innovative growers by... View Details
Keywords: Marketing Strategy; Innovation Strategy; Communication; Agriculture and Agribusiness Industry
Shapiro, Benson P., and Roy H. Schoeman. "CIBA-GEIGY Agricultural Division." Harvard Business School Case 582-026, September 1981. (Revised August 1987.)
- Web
Serving the Public Interest Through Competition: British Railroads - Railroads and the Transformation of Capitalism | Harvard Business School
mergers, Parliament began to regulate the level of capital and the number of acquisitions permitted. William Gladstone, political leader and Christian socialist philosopher, believed the state had moral... View Details
- 14 May 2024
- Blog Post
Creating Emerging Markets Sustainability Series - How to Build a Culture of Intrapreneurship
Creating Emerging Markets Sustainability Series – How to Build a Culture of Intrapreneurship Today, the concept of “sustainable innovation” seems commonplace and is generally accepted as a viable path... View Details
- October 2023
- Teaching Note
Timnit Gebru: 'SILENCED No More' on AI Bias and The Harms of Large Language Models
By: Tsedal Neeley and Tim Englehart
Teaching Note for HBS Case No. 422-085. Dr. Timnit Gebru—a leading artificial intelligence (AI) computer scientist and co-lead of Google’s Ethical AI team—was messaging with one of her colleagues when she saw the words: “Did you resign?? Megan sent an email saying that... View Details
- June 1995 (Revised September 1996)
- Case
Union Carbide's Bhopal Plant (A)
By: Debora L. Spar
In December 1984, a Union Carbide plant in Bhopal, India, sprung a leak, releasing thousands of gallons of highly toxic gas into the atmosphere. By the time the leak was sealed, over 2,000 people had died. In a series of three excerpts from published accounts, the case... View Details
Keywords: Ethics; Corporate Social Responsibility and Impact; Chemicals; Foreign Direct Investment; Chemical Industry; United States; India
Spar, Debora L., Suzanne Hull, and Julia Kou. "Union Carbide's Bhopal Plant (A)." Harvard Business School Case 795-070, June 1995. (Revised September 1996.)