Publications

Keywords: Organizations; Customer Focus and Relationships

March 2024
Case

Unintended Consequences of Algorithmic Personalization

By: Eva Ascarza and Ayelet Israeli

“Unintended Consequences of Algorithmic Personalization” (HBS No. 524-052) investigates algorithmic bias in marketing through four case studies featuring Apple, Uber, Facebook, and Amazon. Each study presents scenarios where these companies faced public criticism for... View Details

Keywords: Race; Gender; Marketing; Diversity; Customer Relationship Management; Prejudice and Bias; Customization and Personalization; Technology Industry; Retail Industry; United States

Educators

Conference Presentation

Building and Leading Customer Centric Organizations

Keywords: Organizations; Customer Focus and Relationships

Conference Presentation

Building and Leading Customer Centric Organizations

Keywords: Organizations; Customer Focus and Relationships

Conference Presentation

Building and Leading Customer Centric Organizations

Keywords: Organizations; Customer Focus and Relationships

Conference Presentation

Building and Leading Customer Centric Organizations

Keywords: Organizations; Customer Focus and Relationships

During his twenty year tenure, Persons took Emerson from a small fan and motor maker with sales of $50 million to a large diversified industrial manufacturer with sales of over $900 million. Noted for... View Details

Keywords: Fabricated Goods

2016
Book

Competing Against Luck: The Story of Innovation and Customer Choice

By: Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan

The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services that customers want to buy and are willing to purchase at a premium price.... View Details

Keywords: Disruptive Innovation; Consumer Behavior

October 2006
Article

Customer Lifetime Value and Firm Valuation

By: Sunil Gupta and Donald R. Lehmann

Keywords: Customers; Value; Business Ventures; Valuation

Article

Valuing Customers

By: Sunil Gupta, Donald R. Lehmann and Jennifer A. Stuart

Keywords: Value; Customers

September 2012
Article

The Relationship Between Economic Preferences and Psychological Personality Measures

By: Anke Becker, Thomas Deckers, Thomas Dohmen, Armin Falk and Fabian Kosse

Although both economists and psychologists seek to identify determinants of heterogeneity in behavior, they use different concepts to capture them. In this review, we first analyze the extent to which economic preferences and psychological concepts of personality, such... View Details

Keywords: Risk Preference; Time Preference; Social Preferences; Locus Of Control; Big Five; Economics; Behavior; Personal Characteristics

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Program

Transforming Customer Experiences

customers to thrive Communicate your organization's strategic service mission Leverage technology to create and enhance service offerings and improve delivery Expand your View Details

October 2000 (Revised December 2002)
Background Note

Note on Customer Management

By: Das Narayandas

Describes a process for managing customers for profit. View Details

Keywords: Customer Relationship Management; Customer Value and Value Chain; Value

Educators

August 1984 (Revised March 1989)
Background Note

Direct, Personal Leadership

By: Joseph L. Badaracco Jr. and Richard R. Ellsworth

Argues that to be effective leaders, general managers must focus on substance, not process, and aggressively combat the forces that can lead to the politicization of the organization. Examines the leader's direct role in setting and communicating goals, managing the... View Details

Keywords: Leadership Style; Management Practices and Processes

Educators