Total Customer Value - Publications - Faculty & Research

09 Sep 2013
Lessons from the Classroom

Teaching Climate Change to Skeptics

are often shaped more by the political climate than by the actual climate. "The issue has become totally intertwined with political ideology," says Richard H.K. Vietor, the Paul Whiton Chertington Professor of Business Administration at... View Details

Keywords: by Carmen Nobel

09 Aug 2013
Research & Ideas

Read All About It: Digital CEO Buys Traditional Media!

that Bezos has shown in his leadership at Amazon, including constant commitment to the customer and a long-term approach to innovation, are good news for DC's paper of record. Three Ingredients For Success By: Bharat Anand Henry R. Byers... View Details

Keywords: by Jim Aisner; Journalism & News; Publishing

07 Aug 2012
Research & Ideas

Off and Running: Professors Comment on Olympics

create additional value. That means viewing customers as partners in value creation—a collaboration that increases customers' engagement and taps their insights about the value... View Details

Keywords: Re: Multiple Faculty; Sports

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

12 Oct 1999
Research & Ideas

Spirit at Work: The Search for Deeper Meaning in the Workplace

emerging when they begin thinking in terms of what it means to create deeper meaning in the workplace. "Rather than defining spirituality for people," says Whiteley, "I ask them to think of a time, be it at work, volunteering, playing on a sports team,... View Details

Keywords: by Marguerite Rigoglioso

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

26 May 2015
First Look

First Look: May 26

offer different standalone utilities to users who have different preferences over the two platforms. We find that incentives to establish one-way compatibility-the platform with smaller standalone value allows users of the competing... View Details

Keywords: Sean Silverthorne

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 May 2007
Research & Ideas

Fixing the Marketing-CEO Disconnect

measuring "innovative beverages" as a key metric. As a result, their efforts were focused on designing complex drinks that ultimately slowed their operations. They subsequently learned that customers View Details

Keywords: by Sean Silverthorne

13 Sep 2004
Research & Ideas

Cash and the Woman-Owned Business

businesses.10 Women business owners, even those who declared high-growth goals from the start, still lag men in their willingness to seek bank financing for their enterprises. In 2000, women-owned businesses claimed only 21 percent of the View Details

Keywords: by Candida Brush, Nancy M. Carter, Elizabeth Gatewood, Patricia G. Greene & Myra M. Hart

14 Nov 2005
Research & Ideas

How Can Start Ups Grow?

The track record is well known and sobering for any entrepreneur: 90 percent of all new ventures fail. It's not hard to see why. Start-ups often lack vital resources, must compete against established companies, and have little or no track record with which to woo View Details

Keywords: by Sarah Jane Gilbert; Advertising

16 Apr 2019
First Look

New Research and Ideas, April 16, 2019

including patients, physicians, employers, insurance companies, and the government need to recognize that value is best defined as “a given health outcome per dollar of cost expended.” In this article, we examine some of the challenges to... View Details

Keywords: Dina Gerdeman

17 Feb 2003
Research & Ideas

Building Communities as Well as Companies

research, figure out what's going to be hot, and be adaptable to the market. Brand yourself and create value by using whatever resources you have at hand." Groves outlined a few common characteristics of companies that have weathered... View Details

Keywords: by Julia Hanna

19 May 2020
Research & Ideas

Why Privacy Protection Notices Turn Off Shoppers

safe.” If companies do provide a notice, however, they must abide by it. For that reason, companies often make them as broad and sweeping as possible—perhaps triggering customers to worry about what the company might do with their data.... View Details

Keywords: by Michael Blanding; Retail

26 Mar 2012
Research & Ideas

What Neuroscience Tells Us About Consumer Desire

or even how much they will pay for an item. But they aren't very good at accessing where that value comes from, or how and when it is influenced by factors like store displays or brands.” Most humans are a little more complicated than... View Details

Keywords: by Carmen Nobel; Consumer Products

06 Feb 2006
What Do You Think?

Should CEOs of Public Companies Offer Earnings Guidance?

amounts of internal energy go to 'making the quarter return' rather than serving the customer and building the future. Why did quarter returns develop in the first place?" Bill Hubbell added, "The market has many mechanisms to... View Details

Keywords: by James Heskett; Financial Services

23 Jun 2009
First Look

First Look: June 23

decide which customers to serve and which to turn away, configuring pricing strategies to align with the value delivery stream customers experience, and determining whether... View Details

Keywords: Martha Lagace

February 2025
Case

Luca de Meo at Renault Group (A)

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