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  • All HBS Web  (1,818)
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    • News  (234)
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← Page 8 of 1,818 Results →
  • 18 Nov 2002
  • Research & Ideas

Where Morals and Profits Meet: The Corporate Value Shift

period we are in today, had witnessed a dramatic loss of confidence in business and American institutions more generally. In 1968, 70 percent of the public thought business tried to strike a fair balance between profits and the public... View Details
Keywords: by Carla Tishler

    Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

    Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business... View Details

    • Forthcoming
    • Article

    Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

    By: Shunyuan Zhang and Das Narayandas
    We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
    Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency
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    Zhang, Shunyuan, and Das Narayandas. "Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment." Management Science (forthcoming).
    • 01 Apr 2002
    • News

    Stocking Up Can Build Customer Value

    shopper is to visit the store. Bell's calculations demonstrate that profit is maximized when "stock-outs" occur a percentage of days matching the ratio between the vendor's cost and the price the customer is... View Details
    Keywords: Colleges, Universities, and Professional Schools; Educational Services
    • April 2011
    • Teaching Note

    Emergia: Driving Profitability on Help Desk Contracts (TN)

    By: Francisco de Asis Martinez-Jerez
    Teaching Note for#111-048. View Details
    Keywords: Customer Focus and Relationships; Contracts; Service Industry
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    Martinez-Jerez, Francisco de Asis. "Emergia: Driving Profitability on Help Desk Contracts (TN)." Harvard Business School Teaching Note 111-108, April 2011.
    • 11 Nov 2013
    • Research & Ideas

    A Smarter Way to Reduce Customer Defections

    often fail to take into account the complete value of the customers they are trying to retain. "What's missing from traditional methods is that they focus only on a customer's likelihood to churn, but not on the overall View Details
    Keywords: by Dina Gerdeman; Retail; Service
    • April 2019
    • Article

    Internalizing Global Value Chains: A Firm-Level Analysis

    By: Laura Alfaro, Pol Antràs, Davin Chor and Paola Conconi
    In recent decades, advances in information and communication technology and falling trade barriers have led firms to retain within their boundaries and in their domestic economies only a subset of their production stages. A key decision facing firms worldwide is the... View Details
    Keywords: Global Value Chains; Sequential Production; Incomplete Contracts; Demand and Consumers; Customer Value and Value Chain; Globalization
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    Alfaro, Laura, Pol Antràs, Davin Chor, and Paola Conconi. "Internalizing Global Value Chains: A Firm-Level Analysis." Journal of Political Economy 127, no. 2 (April 2019): 508–559. (See Online Appendix. Replications files available here. Also NBER Working Paper 21582.)
    • 2017
    • Working Paper

    Internalizing Global Value Chains: A Firm-Level Analysis

    By: Laura Alfaro, Pol Antràs, Davin Chor and Paola Conconi
    In recent decades, advances in information and communication technology and falling trade barriers have led firms to retain within their boundaries and in their domestic economies only a subset of their production stages. A key decision facing firms worldwide is the... View Details
    Keywords: Global Value Chains; Sequential Production; Incomplete Contracts; Demand and Consumers; Customer Value and Value Chain; Globalization
    Citation
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    Alfaro, Laura, Pol Antràs, Davin Chor, and Paola Conconi. "Internalizing Global Value Chains: A Firm-Level Analysis." Harvard Business School Working Paper, No. 16-028, September 2015. (Updated October 2017. See Online Appendix. Also NBER Working Paper 21582. Forthcoming in the Journal of Political Economy.)
    • 07 Apr 2020
    • Research & Ideas

    What Customers Need to Hear from You During the COVID Crisis

    in crises. These survey results form the basis for our analysis and advice below. Do consumers want to hear from brands during a crisis? Yes, they do, but only when that communication is comforting and reassuring to them and provides... View Details
    Keywords: by Jill Avery and Richard Edelman
    • 20 Oct 2015
    • Working Paper Summaries

    Internalizing Global Value Chains: A Firm-Level Analysis

    Keywords: by Laura Alfaro, Pol Antras, Davin Chor & Paola Conconi
    • 20 Feb 2019
    • Research & Ideas

    Rocket-tunity: Can Private Firms Turn a Profit in Space?

    more optimistic than in prior years about the future of human space exploration via non-government firms. Mission Statement: VIRGIN GALACTIC “Our mission, to be the Spaceline for Earth, means we focus on using space for good while delivering an unparalleled View Details
    Keywords: by Scott Wallask; Aerospace; Tourism; Transportation
    • 24 Apr 2014
    • News

    Ensuring a business’s profitability enables it to serve society

    During the 2009 global recession, Mark Fields (MBA 1989) helped Ford Motor Company avoid government-financed bankruptcy. Now, as president and CEO, he is focused on serving customers around the globe with great products while building a... View Details
    • Article

    Finding Lost Profits: An Equilibrium Analysis of Patent Infringement Damages

    By: James J. Anton and Dennis A. Yao
    We discuss how a seller can appropriate rents when selling knowledge that lacks legal property rights by solving either an expropriation or a valuation problem and then analyze how seller rents increase when a portion of the intellectual property (IP) can be protected.... View Details
    Keywords: Profit; Patents; Management Analysis, Tools, and Techniques; Knowledge; Rights; Strategy; Valuation; Problems and Challenges
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    Anton, James J., and Dennis A. Yao. "Finding Lost Profits: An Equilibrium Analysis of Patent Infringement Damages." Journal of Law, Economics & Organization 23, no. 1 (April 2007): 186–207. (Harvard users click here for full text.)
    • 1998
    • Case

    Precision Pricing for Profit in the New World Order

    By: Benson P. Shapiro
    Keywords: Price; Profit; Customers
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    Shapiro, Benson P. "Precision Pricing for Profit in the New World Order." 1998. (Note #9-999-003.)
    • October, 2022
    • Article

    The Economic Dynamics of Competing Power Generation Sources

    By: Gunther Glenk and Stefan Reichelstein
    Competing power generation sources have experienced considerable shifts in both their revenue potential and their costs in recent years. Here we introduce the concept of Levelized Profit Margins (LPM) to capture the changing unit economics of both intermittent and... View Details
    Keywords: Renewable Energy; Intermittant; Cost Accounting; Profitability Analysis; Learning-by-doing; Cannibalization Effect; Energy; Environmental Management; Investment; Operations; Technological Innovation; Energy Industry; Utilities Industry; Industrial Products Industry; Manufacturing Industry; Europe; North America; South America; Africa; Asia
    Citation
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    Glenk, Gunther, and Stefan Reichelstein. "The Economic Dynamics of Competing Power Generation Sources." Art. 112758. Renewable and Sustainable Energy Reviews 168 (October, 2022).
    • 2023
    • Working Paper

    No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate

    By: Innessa Colaiacovo
    Multi-location firms face a complex series of economic tradeoffs when deciding whether to implement standard processes or allow processes to vary across establishments. One element of this tradeoff is customer response. This paper explores customer reaction to a... View Details
    Keywords: Consumer Behavior; Geographic Location; Policy; Health Pandemics; Retail Industry; United States
    Citation
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    Colaiacovo, Innessa. "No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate." Harvard Business School Working Paper, No. 24-004, July 2023. (Revise and Resubmit to Journal of Economics and Management Strategy.)
    • 21 Jul 2003
    • Research & Ideas

    Don’t Get Buried in Customer Data—Use It

    their companies' CRM initiatives had failed to deliver profitable growth and had damaged long-term customer relationships. Tempting as it may be to point the finger at your CRM technology, that won't help... View Details
    Keywords: by Jean Ayers
    • Web

    Strategic Financial Analysis Online Course | HBS Online

    connections between strategic decisions and impacts on financial metrics, including amortization changes and capital investments 8-10 hrs Module 2 Assessing Strategy Execution Use financial ratio analysis to identify corporate View Details
    • January 1997
    • Background Note

    Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance

    By: Benson P. Shapiro
    Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
    Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
    Citation
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    Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
    • 06 Mar 2020
    • Working Paper Summaries

    Consumer Protection in an Online World: An Analysis of Occupational Licensing

    Keywords: by Chiara Farronato, Andrey Fradkin, Bradley Larsen, and Erik Brynjolfsson; Service
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