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- All HBS Web
(2,667)
- People (1)
- News (542)
- Research (1,781)
- Events (1)
- Multimedia (6)
- Faculty Publications (749)
- 18 Nov 2002
- Research & Ideas
Where Morals and Profits Meet: The Corporate Value Shift
Harvard Business School professor Lynn S. Paine's new book, Value Shift, argues that companies can't consider themselves amoral or apart from society anymore—that the relationship between companies and society at large necessitates... View Details
Keywords: by Carla Tishler
- Teaching Interest
Overview
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details
Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
- April 1999 (Revised March 2000)
- Background Note
Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product?
By: Clayton M. Christensen
Describes a methodology for identifying markets for new technologies and for defining the highest value attributes of new products or services. It helps innovators escape the trap of incremental improvements to established product concepts by asking a straightforward... View Details
Christensen, Clayton M. "Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product?" Harvard Business School Background Note 699-029, April 1999. (Revised March 2000.)
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
Future (Currency/Doubleday), focuses on share of customer: Using the insights about what makes your most loyal customers different to maximize the value of those relationships. By the end of the decade, many... View Details
Keywords: by Jean Ayers
- 2011
- Case
The Haidilao Company
By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Keywords: Competitive Strategy; Customer Service; Employee Empowerment; Global Corporate Cultures; Organizational Values; Transformations; China; Restaurants; China
McFarlan, F. Warren, Zheng Xiaoming, and Ziqian Zhao. "The Haidilao Company." Tsinghua University Case, 2011.
- September 2010
- Supplement
Compass Maritime Services, LLC: Valuing Ships (CW)
By: Benjamin C. Esty and Albert W. Sheen
Tom Roberts, a founding partner of Compass Maritime Services, a New Jersey-based shipping research and consulting firm, has been asked by a new potential customer in May 2008 for advice on purchasing a capesize bulk carrier. After identifying a suitable ship with his... View Details
- 1996
- Other Unpublished Work
Value-Added: How Your Customers Can Grasp It
- July 2020
- Article
Reframing Value in a Crisis
By: Frank V. Cespedes and David Hoffeld
Reframing is the process of moving buyers from their current perspective(s) to one that motivates a different response. The current crisis makes this capability more important than ever. View Details
Cespedes, Frank V., and David Hoffeld. "Reframing Value in a Crisis." Top Sales Magazine (July 2020).
- 06 Dec 2016
- Working Paper Summaries
Assortment Rotation and the Value of Concealment
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
others will, and they don't have your best interests at heart. Contrary to conventional wisdom, moreover, value-pricing approaches are more available in many categories, as the examples in my book show. The issue is understanding the relevant unit of View Details
Keywords: by Kristen Senz
- Web
Online Transforming Customer Experiences Course | HBS Online
Syllabus Enrollment Stories FAQs Enroll Now Key Concepts Design a defined, service-driven value proposition Understand sustainable pricing, the service-profit chain, and customer journeys Motivate employees... View Details
- July–August 2013
- Article
Complementary Goods: Creating, Capturing, and Competing for Value
By: Taylan Yalcin, Elie Ofek, Oded Koenigsberg and Eyal Biyalogorsky
This paper studies the strategic interaction between firms producing strictly complementary products. With strict complements, a consumer derives positive utility only when both products are used together. We show that value-capture and value-creation problems arise... View Details
Yalcin, Taylan, Elie Ofek, Oded Koenigsberg, and Eyal Biyalogorsky. "Complementary Goods: Creating, Capturing, and Competing for Value." Marketing Science 32, no. 4 (July–August 2013): 554–569.
- June 1999 (Revised August 2004)
- Case
Friendly Fenway Program, The: The Value of Experience Enhancement
The marketing head of the Boston Red Sox is reviewing the team's "Friendly Fenway" fan satisfaction program. The program is described in the context of the team's on-the-field performance, the ballpark's character, and team marketing and fan-building in general. The... View Details
Keywords: Customer Satisfaction; Revenue; Framework; Management; Marketing Reference Programs; Performance; Boston
Greyser, Stephen A. "Friendly Fenway Program, The: The Value of Experience Enhancement." Harvard Business School Case 599-035, June 1999. (Revised August 2004.)
- Web
Unique Value Proposition - Institute For Strategy And Competitiveness
proposition expands the market . For example, until the iPad came along, customers didn’t realize they wanted tablets—but Apple effectively created a new demand. While the value chain focuses internally on... View Details
- 13 Jan 2012
- Working Paper Summaries
The Impact of Modularity on Intellectual Property and Value Appropriation
Keywords: by Carliss Y. Baldwin & Joachim Henkel
- April 2006
- Article
Competitive Advantage and the Value Network Configuration: Making Decisions at a Swedish Life Insurance Company
By: Øystein D. Fjeldstad and Christian H.M. Ketels
When the Swedish Life Insurers Förenade Liv found themselves in difficulties in a rapidly changing market, their response was to call in the consultants. And one of the consultant's first suggestions was to use the Value Network, not the Value Chain, as a new... View Details
Keywords: Competitive Advantage; Fluctuation; Networks; Management Analysis, Tools, and Techniques; Value; Quality; Decision Making; Market Transactions; Performance Effectiveness; Customers; Insurance Industry; Sweden
Fjeldstad, Øystein D., and Christian H.M. Ketels. "Competitive Advantage and the Value Network Configuration: Making Decisions at a Swedish Life Insurance Company." Long Range Planning 39, no. 2 (April 2006): 109–131.
- 2006
- Article
The Long-Term Value of M&A Activity to Enhance Learning Organizations
Viewing the automobile industry as being made up of independent learning-organisations may reveal some tie-ups that can generate value not easily revealed by traditional financial metrics. The key question to be answered when considering M&A activity between automakers... View Details
Heller, Daniel A., Glenn Mercer, and Takahiro Fujimoto. "The Long-Term Value of M&A Activity to Enhance Learning Organizations." International Journal of Automotive Technology and Management 6, no. 2 (2006): 157 – 176.
- 01 Dec 2000
- News
Core Values Keep Airline Flying High
Good people are essential for success. Keep the product and the process simple. Deliver the most reliable service at the lowest cost. Invest the time to connect with employees and customers. These are the basic tenets fueling the phenomenal success of Southwest... View Details
- Web
Creating Brand Value - Course Catalog
HBS Course Catalog Creating Brand Value Course Number 1925 Assistant Professor Julian de Freitas Spring; Q3; 1.5 credits 14 Sessions Exam Career Focus: This course is designed for students who plan to create, unlock, or invest in View Details
- 2011
- Teaching Note
The Haidilao Company
By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Keywords: Competitive Strategy; Customer Service; Employee Empowerment; Global Corporate Cultures; Organizational Values; Transformations; China; Restaurants; China
McFarlan, F. Warren, Zheng Xiaoming, and Ziqian Zhao. "The Haidilao Company." Tsinghua University Teaching Note, 2011.