Total Customer Value - Publications - Faculty & Research

18 Jun 2001
Research & Ideas

Caught in the Cogs: When Manufacturing and IT Meet

process that comprises many small projects, that evolves to meet the emerging demands of the ever-changing marketplace, that allows for frequent experimentation, and that delivers value on an ongoing basis. "Several decades ago, we... View Details

Keywords: by Jim Aisner

16 Nov 1999
Lessons from the Classroom

Leading Change and Organizational Renewal

ability to exert leverage on suppliers is growing. Consider one firm we've worked with, an international consortium of independent gas companies. Recently, one of their valued global customers told them that... View Details

Keywords: by Staff

05 Dec 2012
What Do You Think?

Should Managers Bother Listening to Predictions?

to customer demand for inaccurate predictions. Taleb himself, in a new book, Antifragile: Things That Gain from Disorder, argues that organizations and individuals should build antifragile mechanisms, "anything that has more upside... View Details

Keywords: by James Heskett

13 Mar 2012
First Look

First Look: March 13

census. We document a shift to smaller shops following a 1996 regulatory change that increased the costs of opening large stores. Our analysis suggests that total factor productivity (TFP) of multi-store retail chains fell after the... View Details

Keywords: Sean Silverthorne

October 2019
Case

GRIT Fitness

By: Lynda M. Applegate and Olivia Hull

In December 2018, GRIT Fitness was a growing chain of boutique fitness studios offering a variety of workout classes, including weightlifting, high intensity interval training, and cardio dance. With 400 members and three Dallas studios, CEO Brittani Rettig believed... View Details

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February 2025
Case

Luca de Meo at Renault Group (A) (Abridged)

By: Emily Truelove, Linda A. Hill and Lydia Begag

When Luca de Meo became CEO of Renault Group in 2020, the 122-year-old French automaker faced financial challenges and the double technological disruption of the automotive industry: the shift to electric vehicles (EVs) and the rise of software-defined vehicles (SDVs).... View Details

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20 May 2008
First Look

First Look: May 20, 2008

such as stable value funds, balanced funds, and life-cycle (or target date) funds. We find that life-cycle funds designed to match the risk tolerance and investment horizon of investors have small welfare costs. All other choices,... View Details

Keywords: Martha Lagace

26 Feb 2008
First Look

First Look: February 26, 2008

similar behavior following periods of poor financial performance. In addition to offering promotions more frequently, we find that firms offer deeper price discounts to manage earnings during these periods. Furthermore, our results confirm managers' stated willingness... View Details

Keywords: Martha Lagace

28 Aug 2017
Research & Ideas

Should Industry Competitors Cooperate More to Solve World Problems?

Source: Cecilie_Arcurs George Serafeim has a startling suggestion to fix the world’s biggest environmental, social, and governance (ESG) problems such as water pollution, deforestation, and wealth inequality: encourage companies within industries to do less competing... View Details

Keywords: by Sean Silverthorne; Financial Services; Manufacturing; Agriculture & Agribusiness; Mining

02 Jan 2012
Research & Ideas

Most Popular Articles of 2011

companies to look at products the way customers do: as a way to get a job done. Are You a Level-Six Leader? (23,834) http://hbswk.hbs.edu/item/6752.html Published: July 6, 2011 Asking the question, whom do you serve? is a powerful vector... View Details

Keywords: by Staff

27 May 2008
Sharpening Your Skills

Sharpening Your Skills: Thinking About Global

my foreign assests and resources be protected? Are Global Brands Effective? Why Global Brands Work Japanese automakers create single products and brands for worldwide consumption, while Ford customizes products for local markets. You know... View Details

08 Oct 2013
First Look

First Look: October 8

countless incremental fixes-attacking fraud, reducing errors, enforcing practice guidelines, making patients better "consumers," implementing electronic medical records-but none have had much impact. It's time for a fundamentally new strategy. At its core is... View Details

Keywords: Sean Silverthorne

11 Apr 2017
First Look

First Look at New Research, April 11

housing firm. Along the way, he and his partners have contributed countless hours of community service to the neighborhoods in which they own properties. Now 80 and ready to retire, Gates is creating a request for proposal for his firm. In doing so, he has to evaluate... View Details

08 May 2018
First Look

First Look at New Research and Ideas, May 8, 2018

Harvard Business School Case 818-013 Magpie: Developing and Using Buyer Personas The founders of a start-up platform for publishers have developed preliminary personas of target customers and are evaluating the implications for initial... View Details

Keywords: Sean Silverthorne

10 Sep 2007
Research & Ideas

High Note: Managing the Medici String Quartet

you're taking to business value creation, then asking for your customers' opinions and desires is not the way to go. In another case, David Lewis, the chief designer of Bang & Olufsen, said in an interview, "I don't believe in... View Details

Keywords: by Martha Lagace; Music

07 Nov 2017
First Look

New Research and Ideas: November 7, 2017

contexts (Coase, 1937; Williamson, 1981; Ouchi, 1980). The underrepresentation of democratic models compared to hierarchy would thus seem to reflect, in part, a triumph of this economic logic (e.g., Hansmann, 1996). What does the balance of arguments look like,... View Details

Keywords: Carmen Nobel

01 Sep 2009
First Look

First Look: September 1

Building on previous research, we argue that verifiability and conservatism, while detracting from accounting's role in equity valuation, are critical features of GAAP under efficient contracting. We recognize the advantage of using fair View Details

Keywords: Martha Lagace

25 Oct 2004
Research & Ideas

Planning for Surprises

many U.S. airlines, the debt owed to customers in the form of miles is a value significantly larger than the airlines' market capitalization. This is simply not sustainable. Airlines have already reduced the... View Details

Keywords: by Martha Lagace

26 Nov 2012
Research & Ideas

New Winners and Losers in the Internet Economy

Direct employment in the US Internet ecosystem has doubled in those four years, with 1 million new jobs added to the million that already existed in 2007, according to a recent study commissioned by the Interactive Advertising Bureau, Economic View Details

Keywords: by Dina Gerdeman; Publishing

21 Dec 2010
First Look

First Look: December 21

http://www.hbs.edu/research/pdf/11-058.pdf Cases & Course MaterialsRed Lobster David E. Bell and Jason RiisHarvard Business School Case 511-052 Red Lobster, a 40-year-old chain of seafood restaurants, has just completed some market research revealing an... View Details

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Caught in the Cogs: When Manufacturing and IT Meet

Leading Change and Organizational Renewal

Should Managers Bother Listening to Predictions?

First Look: March 13

GRIT Fitness

Luca de Meo at Renault Group (A) (Abridged)

First Look: May 20, 2008

First Look: February 26, 2008

Should Industry Competitors Cooperate More to Solve World Problems?

Most Popular Articles of 2011

Sharpening Your Skills: Thinking About Global

First Look: October 8

First Look at New Research, April 11

First Look at New Research and Ideas, May 8, 2018

High Note: Managing the Medici String Quartet

New Research and Ideas: November 7, 2017

First Look: September 1

Planning for Surprises

New Winners and Losers in the Internet Economy

First Look: December 21

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