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Show Results For
- All HBS Web
(2,547)
- News (510)
- Research (1,743)
- Events (11)
- Multimedia (2)
- Faculty Publications (804)
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
because sales tasks are determined by a firm’s business strategy and its choices about which customers to focus on. In turn, selling behaviors are affected by your control systems and culture as well as whom... View Details
Keywords: by Kristen Senz
- July 20, 2016
- Article
To Increase Sales, Get Customers to Commit a Little at a Time
By: Frank V. Cespedes and David Hoffeld
This article discusses what behavioral research does and does not tell us about factors that aid the "closing" of a sales call. View Details
Cespedes, Frank V., and David Hoffeld. "To Increase Sales, Get Customers to Commit a Little at a Time." Harvard Business Review (website) (July 20, 2016).
- 15 Nov 2016
- News
Field Course Helps Nascent Entrepreneurs Connect with Customers
Frank Cespedes (photo by Neal Hamburg) Frank Cespedes (photo by Neal Hamburg) “Every entrepreneur is selling all the time—to customers, investors, employees, and strategic partners,” observes Thomas Eisenmann, the Howard H. Stevenson... View Details
- August 2019
- Case
The United States and Russia: Gas Rivals in Europe?
By: Rawi Abdelal, Galit Goldstein and Paul Apostolicas
Though the shale revolution transformed the U.S. into the largest producer of petroleum products, it was unclear how much success American exporters would find selling liquefied natural gas on the European energy market. Gazprom, the state-controlled Russian energy... View Details
Keywords: Gas Pipelines; Natural Gas; LNG; Strategic Analysis; Strategic Behavior; Energy Markets; Entrepreneurial Financing; Entrepreneurial Risk; Entrepreneurial Ventures; Entrepreneurial Selling; Energy; Energy Sources; Entrepreneurship; Market Entry and Exit; Marketing Strategy; Price; Energy Industry; Russia; United States; Europe; European Union
Abdelal, Rawi, Galit Goldstein, and Paul Apostolicas. "The United States and Russia: Gas Rivals in Europe?" Harvard Business School Case 720-006, August 2019.
- 2022
- Working Paper
The Need for Speed: The Impact of Capital Constraints on Strategic Misconduct
By: F. Christopher Eaglin
Under what conditions do firms engage in strategic misconduct? Why do they undertake actions that increase profitability yet break laws or violate strong norms often with costly consequences for public welfare? The strategic management literature offers two external... View Details
Keywords: Corporate Misconduct; Capital Constraints; Organizations; Crime and Corruption; Behavior; Situation or Environment; Capital
Eaglin, F. Christopher. "The Need for Speed: The Impact of Capital Constraints on Strategic Misconduct." Harvard Business School Working Paper, No. 22-056, February 2022.
- 2013
- Article
The Strategic Fitness Process: A Collaborative Action Research Method for Developing Organizational Prototypes and Dynamic Capabilities
By: Michael Beer
Organizations underperform and sometimes fail because their leaders are unable to learn the unvarnished truth from relevant stakeholders about how the design and behavior of the organization is misaligned with its goals and strategy. The Strategic Fitness Process (SFP)... View Details
Keywords: Organization Alignment; Dynamic Capabilities; Organization Design; Organizational Prototyping; Organizational Silence; Organizational Learning; Organizational Change and Adaptation; Strategic Planning; Organizational Design
Beer, Michael. "The Strategic Fitness Process: A Collaborative Action Research Method for Developing Organizational Prototypes and Dynamic Capabilities." Journal of Organization Design 2, no. 1 (2013).
- March 2010
- Article
The Desire to Win: The Effects of Competitive Arousal on Motivation and Behavior
By: Deepak Malhotra
The paper theoretically elaborates and empirically investigates the "competitive arousal" model of decision making, which argues that elements of the strategic environment (e.g., head-to-head rivalry and time pressure) can fuel competitive motivations and behavior.... View Details
Keywords: Decision Making; Auctions; Bids and Bidding; Behavior; Motivation and Incentives; Personal Characteristics; Competition
Malhotra, Deepak. "The Desire to Win: The Effects of Competitive Arousal on Motivation and Behavior." Organizational Behavior and Human Decision Processes 111, no. 2 (March 2010): 139–146.
- December 2008
- Article
Remedying Hyperopia: The Effects of Self-Control Regret on Consumer Behavior
By: Anat Keinan and Ran Kivetz
Keinan, Anat, and Ran Kivetz. "Remedying Hyperopia: The Effects of Self-Control Regret on Consumer Behavior." Journal of Marketing Research (JMR) 45, no. 6 (December 2008).
- 03 Jan 2017
- Research & Ideas
5 New Year's Resolutions You Can Keep (With the Help of Behavioral Science Research)
Well-intentioned people often start the new calendar year with a long list of personal resolutions, only to abandon most of them before Valentine’s Day. Alas, it’s a lot easier to make New Year’s resolutions than to keep them. That’s one good reason to explore the work... View Details
Keywords: by Carmen Nobel
- August 1988
- Background Note
Close Encounters of the Four Kinds: Managing Customers in a Rapidly Changing Environment
Describes four kinds of selling: 1) transaction, 2) systems, 3) major account management, and 4) strategic account relationships. Explains the advantages, disadvantages, and risks of each. The second half is devoted to a discussion of strategic account relationships... View Details
Shapiro, Benson P. "Close Encounters of the Four Kinds: Managing Customers in a Rapidly Changing Environment." Harvard Business School Background Note 589-015, August 1988.
- 01 Nov 2022
- News
Let's Protect Our Frontline Workers from Rude Customers
- 30 Jul 2021
- News
What’s the Right Customer Experience for Your Brand?
- June 17, 2016
- Comment
Companies Need to Start Marketing Security to Customers
By: John A. Quelch
Recent events in Orlando underscore an important marketing truth: consumer safety and security are mission critical. A popular nightclub, Pulse, known as a safe place for the LGBT community, is put out of business at least temporarily by a terrorist act. Not far away... View Details
Keywords: Consumer Safety; Public Safety; Brand Attraction; Risk Management; Safe Environment Benefit; Marketing Safety; Global Brands; Advertising; Change Management; Disruption; Volatility; Crime and Corruption; Customers; Music Entertainment; Animation Entertainment; Film Entertainment; Brands and Branding; Marketing Communications; Marketing Strategy; Product Marketing; Consumer Behavior; Problems and Challenges; Safety; Corporate Strategy; Business Strategy; Entertainment and Recreation Industry; Tourism Industry; Travel Industry; United States
Quelch, John A. "Companies Need to Start Marketing Security to Customers." Harvard Business School Working Knowledge (June 17, 2016). (Republished by Fortune.com as "What the Orlando Tragedies Can Teach Businesses" on June 20, 2016.)
- 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
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.)
- Article
Fighting Bias on the Front Lines
By: Alexandra C. Feldberg and Tami Kim
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details
This article presents research... View Details
Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
- September 2019
- Case
Starling Trust Sciences: Measuring Trust in Organizations
By: Aiyesha Dey, Jonas Heese and James Weber
Stephen Scott needed to decide whether to keep his behavioral analytics startup in the people analytics sector or shift his company into the RegTech sector. Starling had develop technology that enabled its customers to anticipate and shape the behavior of their... View Details
Keywords: Behavioral Analytics; Financial Institutions; Banks and Banking; Entrepreneurship; Strategy; Banking Industry; Consulting Industry; Information Technology Industry; United States; United Kingdom
Dey, Aiyesha, Jonas Heese, and James Weber. "Starling Trust Sciences: Measuring Trust in Organizations." Harvard Business School Case 120-006, September 2019.
- Web
2018 Financial Risk and Regulation Survey - Behavioral Finance & Financial Stability
makers, HBS faculty members, and leading HBS alumni to examine and reflect on the events of the fall of 2008. In preparation for this event, the Behavioral Finance and Financial Stability Project (BFFS) at HBS conducted the 2018 Financial... View Details
- Web
Continuity of Strategic Direction - Institute For Strategy And Competitiveness
a strategic position involves making the company’s activities more distinctive, strengthening fit, and communicating the strategy better to those customers who should value it—not chasing after “easy” growth... View Details
- Article
A Brand's Eye View of Response Segmentation in Consumer Choice Behavior
By: Randolph E. Bucklin, Sunil Gupta and Sangman Han
Bucklin, Randolph E., Sunil Gupta, and Sangman Han. "A Brand's Eye View of Response Segmentation in Consumer Choice Behavior." Journal of Marketing Research (JMR) 32, no. 1 (February 1995): 66–74.