Experiences - Publications - Faculty & Research

March 2009
Article

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros

Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details

Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry

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September 2018 (Revised April 2019)
Case

AMC Entertainment: Creating a Spectacular Moviegoing Experience (A)

By: Henry McGee and Aldo Sesia

In 2018, the Hollywood film industry is facing tough headwinds. Fewer and fewer Americans are going to movie theaters, opting instead to watch movies on demand in the comfort of their own homes or on portable devices. Adam Aron, the head of the world’s largest movie... View Details

Keywords: Exhibitors; Movies; Film Entertainment; Disruptive Innovation; Consumer Behavior; Competitive Strategy; Expansion; Global Range; Business Model; Motion Pictures and Video Industry

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Student Experience - Case Method Project

About Student Experience 1ms The feedback from high-school students in the Case Method Project has been strikingly positive. Participants speak excitedly about the opportunity to study college-level material in a way that is accessible... View Details

March 2013
Article

Advertising's New Medium: Human Experience

By: Jeffrey F. Rayport

Standard ad messaging and conventional creative executions and placements are rapidly becoming outmoded. To win consumers' attention and trust, marketers must think less about what advertising says to its targets and more about what it does for them. Rather than... View Details

Keywords: Customers; Advertising

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2011
Other Teaching and Training Material

Immersion Experience Program Note: Brazil

By: Aldo Musacchio, Thales S. Teixeira, Stephanie Galloway, Cassie Bordeau and Felix Oberholzer-Gee

Companies visited: Allied Advanced Technologies, BrasilAgro, Clearsale, Dafiti.com.br, Globo, Groupon Brazil, Insper, JGP Investimentos, LIGHT, Maracana Stadium, Petrobras S.A., Vale S.A. View Details

Keywords: Brazil

Citation

02 Feb 2011
News

Airgas — A Natural Experiment

29 Sep 2023
News

Optimizing the Hybrid Learning Experience

13 Dec 2018
Video

The Research Associate Pre-Doctoral Experience

Jan 04 2013
Testimonial

GMP: The Living Group Experience

Summer 2017
Article

Copyright Enforcement: Evidence from Two Field Experiments

By: Hong Luo and Julie Holland Mortimer

Effective dispute resolution is important for reducing private and social costs. We study how resolution responds to changes in price and communication using a new, extensive dataset of copyright infringement incidences by firms. The data cover two field experiments... View Details

Keywords: Copyright; Law Enforcement; Lawsuits and Litigation; Cost

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29 Oct 2015
News

How to Design (and Analyze) a Business Experiment

January 2010
Article

The Role of Experience in the Gambler's Fallacy

By: Greg Barron and Stephen Leider

Recent papers have demonstrated that the way people acquire information about a decision problem, by experience or by abstract description, can affect their behavior. We examined the role of experience over time in the emergence of the Gambler's Fallacy in binary... View Details

Keywords: Experience and Expertise; Decision Making; Forecasting and Prediction; Knowledge Acquisition; Outcome or Result; Game Theory; Prejudice and Bias

Citation

August 1983
Supplement

Learning from a Consulting Experience (B)

By: Arthur N. Turner

Keywords: Experience and Expertise; Consulting Industry

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20 Dec 2017
Lessons from the Classroom

How to Design a Better Customer Experience

Click HereHarvard Business School Professor Stefan Thomke describes how his Executive Education students use LEGO blocks to design customer experiences. (Video by Executive Education) Why do some product or service experiences have enough... View Details

Keywords: by Dina Gerdeman; Health; Entertainment & Recreation

23 Mar 2018
Working Paper Summaries

Experience Markets: An Application to Outsourcing and Hiring

Keywords: by Christopher T. Stanton and Catherine Thomas

25 Mar 2021
Research & Ideas

Steer Clear of the Blind Spots That Derail Experiments

Should companies let employees keep working remotely after the COVID-19 pandemic ends? Assessing the impact of remote work has involved a lot of guesswork for business leaders, but it doesn’t have to be that way. Consider the Chinese travel company Ctrip, now known as... View Details

Keywords: by Danielle Kost

04 Oct 2016
Blog Post

The Peek Weekend Stem Cohort Experience

out of your comfort zone and try something you never thought you would be good at. So take a chance! Apply! You truly have to experience the uniqueness of HBS for yourself. HBS Peek admissions does a great job of creating a well-rounded... View Details