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Show Results For
- All HBS Web
(425)
- News (92)
- Research (255)
- Events (2)
- Multimedia (2)
- Faculty Publications (104)
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- 12 Feb 2018
- Research & Ideas
Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?
to learn how being last affects consumer behavior. To get started, Buell and Harvard student Jay Chakraborty observed customers at a local grocery store with five checkout lanes—a total of 286 customers over a cumulative five hour span.... View Details
- 11 Jul 2006
- First Look
First Look: July 11, 2006
King 806-166 Edison Schools, Inc., a pioneer in the for-profit management of public schools, demonstrates the challenges and opportunities related to private-sector involvement in the delivery of a public good. The case follows the... View Details
Keywords: Sean Silverthorne
- 06 Oct 2015
- First Look
October 6, 2015
participants towards choosing payoffs for themselves more often, consistent with excuse-driven responses to risk. Additional results support the existence of excuse-driven types. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=49637 forthcoming... View Details
Keywords: Sean Silverthorne
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
to give them a better chance of surviving. In contrast, industries with increasing customer demand—grocery stores, online entertainment, teleconference providers, and their suppliers—need to adjust to this directional reality at a slower,... View Details
- November 2022
- Case
The Battle Among Channels for Marketing Pharmaceuticals: UpScript, Pharmacy Benefit Managers, and Direct-to-Consumer Sales
By: Regina E. Herzlinger and Tiffany Farrell
Can an online, direct-to-consumer pharmacy both improve the quality and speed of care for patients who need branded drugs and stabilize profits for pharmaceutical manufacturers? UpScript, after years spent achieving legal and regulatory compliance and simultaneous... View Details
Keywords: DTC; Internet and the Web; Marketing Channels; Customer Value and Value Chain; Governing Rules, Regulations, and Reforms; Competitive Strategy; Service Delivery; Growth and Development Strategy; Pharmaceutical Industry; Health Industry; Retail Industry
Herzlinger, Regina E., and Tiffany Farrell. "The Battle Among Channels for Marketing Pharmaceuticals: UpScript, Pharmacy Benefit Managers, and Direct-to-Consumer Sales." Harvard Business School Case 323-031, November 2022.
- 17 Apr 2012
- First Look
First Look: April 17
interviews of over 80 individuals from 6 service delivery units and 8 support departments that provide them with equipment and supplies, we find that a lack of interconnectedness among interdependent departments-rather than errors or... View Details
Keywords: Carmen Nobel
- 01 May 2020
- What Do You Think?
Does Remote Work Mix with Organizational Culture?
without too much difficulty. It all suggests that responses to the virus may hasten a trend already in process, that of more delivery of work performed remotely. The pros and cons of working remotely have been hashed over repeatedly.... View Details
Keywords: by James Heskett
- 07 May 2020
- Research & Ideas
The One Good Thing Caused by COVID-19: Innovation
makes consumers more willing to pay for safety features." Already during the pandemic, companies have been creative in identifying "low-hanging fruit" that could be quickly implemented in their operations. Grocery stores... View Details
Keywords: by Hong Luo and Alberto Galasso
- 21 Aug 2012
- First Look
First Look: August 21
Disruption? Willy Shih and William NobleHarvard Business School Case 612-101 As Clayton Christensen drove to the studio to deliver an online executive education class, he pondered the future of management education. How big a threat did... View Details
Keywords: Sean Silverthorne
- 13 Nov 2013
- Research & Ideas
Should Men’s Products Fear a Woman’s Touch?
percent of Porsche-driving television and movie characters have been male. SUVs, however, are commonly associated with women drivers. To gauge the effect of the change among loyal Porsche owners, Avery analyzed online conversations among... View Details
- May 2021
- Simulation
Customer Compatibility Exercise Application
By: Ryan W. Buell
Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort... View Details
- 08 Jun 2010
- First Look
First Look: June 8
County Hospital: Gastroenterology Care in Sweden Michael E. Porter, Jennifer F. Baron, and Martin RejlerHarvard Business School Case 710-469 Sweden's Highland District County Hospital, similar to a community hospital in the U.S., undertook a major restructuring to... View Details
Keywords: Martha Lagace
- 21 Aug 2018
- First Look
New Research and Ideas, August 21, 2018
accuracy of daily sales forecasts. We collaborated with an online apparel retailer to assemble a dataset that combines (1) detailed internal operational information, including data on sales, advertising, and promotions, as well as (2)... View Details
Keywords: Dina Gerdeman
- 28 Oct 2014
- First Look
First Look: October 28
disproportionately affected the most visited travel sites, reducing use of organic listings sending no-charge traffic to those sites by lowering their prominence and perceived importance, while highlighting paid listings to the same sites. The authors consider the... View Details
Keywords: Carmen Nobel
- 11 May 2016
- Research & Ideas
Fix This! Why is it so Painful to Buy a New Car?
when buying a new car: Forget the dealerships altogether. Instead, he works with an out-of-state online auto broker who offers a fair price, good selection, and delivers the car to his driveway. Tesla Motors, for one, has hit on an... View Details
- 08 Mar 2004
- Research & Ideas
Creating Value in Your Business Ecosystem
delivery of a company's own offerings. Like an individual species in a biological ecosystem, each member of a business ecosystem ultimately shares the fate of the network as a whole, regardless of that member's apparent strength. From... View Details
Keywords: by Marco Iansiti & Roy Levien
- 02 Apr 2013
- First Look
First Look: April 2
being a pioneer of impact investing: the application of investment practices in the delivery of high impact social interventions, with the intent of providing positive financial returns to investors. Purchase this case:... View Details
Keywords: Sean Silverthorne
- 30 Mar 2020
- Research & Ideas
The New Rules for Remote Work: Pandemic Edition
should understand that some employees can’t do back-to-back phone or online meetings all day long. “People are still spending too much time in meetings, even though our work and lives have changed significantly,” Austin says. If your... View Details
Keywords: by Dina Gerdeman
- 01 May 2017
- Research & Ideas
Bad At Your Job? Maybe It's the Job’s Fault
not intuitive for managers. So Simons created a solution: a free online job design optimization tool that allows companies to plug in information about a particular job to test whether the person in that role is getting the right mix of... View Details
Keywords: by Dina Gerdeman
- 14 Jul 2020
- Research & Ideas
Restarting Under Uncertainty: Managerial Experiences from Around the World
providing personal protection equipment (PPE) to suppliers and contractors. In some cases, risk-sharing practices meant sharing workers with other businesses so companies experiencing a downturn could help businesses with a temporary spike in demand, such as supporting... View Details