Total Customer Value - Publications - Faculty & Research

05 May 2003
Research & Ideas

Sharing the Responsibility of Corporate Governance

skeptics argue that ethics cannot be taught, that by the time a person is an adult, their value system is set. Yet, by way of comparison, consider how business schools inculcate in students the belief that providing View Details

Keywords: by Carla Tishler

01 Dec 2002
News

Alumni Honorees Urge Students to Emphasize Ethics

exploitative capitalists, the student was amazed by Yang's talk. “When I said it didn't have to be that way, it was a revelation to her,” said Yang. As part of the School's Leadership and Values Initiative, Yang and three other honorees... View Details

17 Mar 2022
Research & Ideas

Navigating Tradeoffs: How Purpose Becomes a Company's ‘Lighthouse in the Storm’

my new book Deep Purpose: The Heart and Soul of High-Performance Companies, I explore how purpose-driven leaders find success by going beyond focusing only on shareholders and customers and also considering their employees, communities,... View Details

Keywords: by Ranjay Gulati

January 2021 (Revised May 2021)
Case

Ocado Group: Ready for the Future

By: José B. Alvarez, Damien McLoughlin and Natalie Kindred

Citation

Educators

Purchase

01 Mar 2010
News

Sole Mates

DOWNING: In one of the world’s poorest countries, the rain forest is key. At A Glance Total Area: 111,369 sq. km. Population: 3,441,790 Per Capita GDP: $500 All maps by Robert Littleford; Country Data: Cia World Factbook Thomas Downing... View Details

Keywords: Garry Emmons; Forestry and Logging; Agriculture; Monetary Authorities-Central Bank; Finance; Administration of Environmental Quality Programs; Government

10 Jun 2021
Blog Post

Managing Sustainable Advantage with Key ESG Cofounders, Anne-Marie Schoonbeek and Heleen van Poecke

to build a business where they could: Help their customers unlock value while improving their impact on society Put their Finance, Consulting and SaaS experience to good use. Conversations with HBS alumni at... View Details

03 Nov 2009
First Look

First Look: Nov. 3

economic downturn. The sharing of customer information across units and its use in the creative process are key initiatives analyzed in the case. CEO Robert Polet joined the high-end fashion Gucci Group in 2004, after 26 years at one of... View Details

Keywords: Martha Lagace

06 Nov 2013
What Do You Think?

Is Top-Down Resource Allocation on the Rise?

the unit level." Saravanan introduced the old/new, product-market 2X2 matrix to argue that top-down resource allocation is most appropriate when both products and markets are new. But he reminded us that "The decision on the View Details

Keywords: by James Heskett

25 Sep 2019
News

Leading the Evolution of E-Commerce

Photo via the New York Observer Photo via the New York Observer When Jennifer Fleiss (MBA 2009) started Rent the Runway with HBS classmate Jenn Hyman, the pair were in their 20s—two scrappy entrepreneurs who built the concept of renting designer clothing into a... View Details

Keywords: ecommerce; work-life balance; entrepreneurship; Retail Trade

Joseph M. Segel

A prolific entrepreneur, Segel has founded many successful companies including The Franklin Mint and National Software testing Laboratories. His biggest success was the formation of QVC, which stands for quality, value and convenience.... View Details

Keywords: Entertainment & Broadcast Media

30 Oct 2005
Research & Ideas

Tuning Jobs to Fit Your Company

vital to strategy implementation (for example, at exclusive hotel chains) or when the organizational design is highly complex because of sophisticated technologies and a complex value chain (in aerospace or computers, for instance). In... View Details

Keywords: by Robert Simons

27 Dec 2010
Research & Ideas

HBS Faculty on 2010’s Biggest Business Developments

funds at the peak of the crisis), pension liabilities, and a wide range of other loans and liabilities. The total value of explicit loan guarantees is well over $10 trillion. In total, the estimated... View Details

Keywords: by Staff

26 Jul 2024
Research & Ideas

Why Great Ideas Get Stuck in Universities

acquisition. Each startup was required to have at least one academic founder and one existing patent, which lowered the number of companies in the study to a total of 308, involving more than 500 scholars. Roche and Boudou measured how... View Details

Keywords: by Ben Rand; Biotechnology; Health

01 Jun 2015
News

Faculty Q&A: Reemerging Technologies

yet today, open up any major newspaper and the first thing you see are mechanical watch ads. The Swiss now own between 55 and 60 percent of the global market value for watches. They were able to redefine what it means to wear a Swiss... View Details

Keywords: April White; Apparel Manufacturing; Manufacturing; Electrical Equipment, Appliance, and Component Manufacturing; Manufacturing; Printing and Related Support Activities; Manufacturing

01 Sep 2013
News

Passion & Purpose

employees in 28 offices. The company, with an industry-high 99 percent customer retention rate, regularly receives awards for its customer service. Roger W. Sant, MBA 1960 Cofounder and Chairman Emeritus,... View Details

Keywords: awards; Finance; Computer Systems Design and Related Services; Professional Services; Management, Scientific, and Technical Consulting Services; Professional Services

01 Dec 2003
News

An Authentic Leader

not going to have an appreciation for the customer. How do you create long-term value? Real value is created by a motivated organization that is pursuing a mission that has a passion for the customer and a... View Details

Keywords: Roger Thompson; Colleges, Universities, and Professional Schools; Educational Services

25 Mar 2013
Research & Ideas

How Chapter 11 Saved the US Economy

truth is anything but— "it's about reviving companies," says Gilson, author of the 2010 book Creating Value through Corporate Restructuring: Case Studies in Bankruptcies, Buyouts, and Breakups . Reviving The Economy Taking a... View Details

Keywords: by Kim Girard; Financial Services

01 Jun 2003
News

HBS Releases First-Ever Financial Report

performance demonstrated the value of this approach,” writes HBS CFO and Associate Dean for External Relations Donella M. Rapier (MBA 1992) in the report. “Alumni response to the report reflects the tremendous interest they’ve always had... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

01 Apr 1998
News

New Releases

Sense & Respond Stephen P. Bradley and Richard L. Nolan, editors (Harvard Business School Press) In the Network Era - where access to and use of information technology is increasing at an ever-faster pace - the way companies interact with and respond to their View Details

01 Mar 2006
News

The Real Conflict

words of Robert Solow, a Nobel laureate in economics and an adviser to the study, “By far the most important factor in that growth is Wal-Mart.” Second, most of the value created by the company is actually pocketed by its View Details

Keywords: Pankaj Ghemawat; Ken A. Mark; Miscellaneous Store Retailers; Retail Trade

Publications