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Show Results For
- All HBS Web
(11,622)
- People (96)
- News (4,332)
- Research (4,094)
- Events (80)
- Multimedia (278)
- Faculty Publications (2,583)
- September 2011 (Revised February 2013)
- Case
Cleveland Clinic: Improving the Patient Experience
By: Ananth Raman and Anita L. Tucker
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Performance Improvement; Service Delivery; Value Creation; Personal Characteristics; Human Needs
Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, September 2011. (Revised February 2013.)
- 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
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- Web
Student Experience - Case Method Project
About Student Experience 0ms 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
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
Rayport, Jeffrey F. "Advertising's New Medium: Human Experience." Harvard Business Review 91, no. 3 (March 2013): 76–84.
- 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
- 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
- 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
McGee, Henry, and Aldo Sesia. "AMC Entertainment: Creating a Spectacular Moviegoing Experience (A)." Harvard Business School Case 319-024, September 2018. (Revised April 2019.)
- 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
Luo, Hong, and Julie Holland Mortimer. "Copyright Enforcement: Evidence from Two Field Experiments." Journal of Economics & Management Strategy 26, no. 2 (Summer 2017): 499–528.
- 29 Oct 2015
- News
How to Design (and Analyze) a Business Experiment
- Article
Productivity Orientation and the Consumption of Collectable Experiences
By: Anat Keinan and Ran Kivetz
This research examines why consumers desire unusual and novel consumption experiences and voluntarily choose leisure activities, vacations, and celebrations that are predicted to be less pleasurable. For example, consumers sometimes choose to stay at freezing ice... View Details
Keywords: Experience and Expertise; Innovation and Invention; Marketing Strategy; Consumer Behavior; Performance Productivity
Keinan, Anat, and Ran Kivetz. "Productivity Orientation and the Consumption of Collectable Experiences." Journal of Consumer Research 37, no. 6 (April 2011). (Winner, 2011 Ferber Award. Finalist, 2014 Best Article Award for a paper published in JCR in 2011.)
- 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
Barron, Greg, and Stephen Leider. "The Role of Experience in the Gambler's Fallacy." Special Issue on Decisions from Experience. Journal of Behavioral Decision Making 23, no. 1 (January 2010).
- August 1983
- Supplement
Learning from a Consulting Experience (B)
By: Arthur N. Turner
Turner, Arthur N. "Learning from a Consulting Experience (B)." Harvard Business School Supplement 484-009, August 1983.
- 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 pizzazz to wow customers,... View Details
- 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
- August 1983
- Case
Learning from a Consulting Experience (A)
By: Arthur N. Turner
Keywords: Consulting Industry
Turner, Arthur N. "Learning from a Consulting Experience (A)." Harvard Business School Case 484-008, August 1983.
- 02 Aug 2023
- HBS Conference
Conference on Field Experiments in Strategy
- June 2025
- Exercise
Full-Funnel Advertising on TikTok: An Experiment (Solution)
By: Jeremy Yang and Ayelet Israeli
TikTok’s Marketing Science team developed a new type of advertising strategy beyond branding and performance advertising, called full-funnel advertising. Branding ads focused on brand building at the top of the funnel by generating consumer awareness, while performance... View Details
Keywords: Social Media; Advertising; Brands and Branding; Digital Marketing; Marketing Strategy; Measurement and Metrics
Yang, Jeremy, and Ayelet Israeli. "Full-Funnel Advertising on TikTok: An Experiment (Solution)." Harvard Business School Exercise 525-067, June 2025.