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  • All HBS Web  (952)
    • News  (214)
    • Research  (597)
    • Events  (2)
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Show Results For

  • All HBS Web  (952)
    • News  (214)
    • Research  (597)
    • Events  (2)
    • Multimedia  (1)
  • Faculty Publications  (169)
Page 1 of 952 Results →
  • September 2020 (Revised February 2021)
  • Case

Zameer Kassam Fine Jewelry: Engaging Clients

By: Ryan W. Buell and Amy Klopfenstein
Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details
Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry
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Buell, Ryan W., and Amy Klopfenstein. "Zameer Kassam Fine Jewelry: Engaging Clients." Harvard Business School Case 621-043, September 2020. (Revised February 2021.)

    Transforming Customer Engagement

    Against a backdrop of intensifying competition, rising labor costs, and ascending customer expectations, companies are actively seeking ways to do more with less – for example, compelling customers to take on new roles in the value creation process. And, when... View Details

    • June 2018
    • Article

    Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged

    By: Clarence Lee, Elie Ofek and Thomas Steenburgh
    We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across... View Details
    Keywords: Customer Engagement; Adoption Routes; Word-of-Mouth; Digital Marketing; Bayesian Estimation; Customers; Communication; Consumer Behavior; Marketing; Internet and the Web; Analytics and Data Science
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    Lee, Clarence, Elie Ofek, and Thomas Steenburgh. "Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged." Management Science 64, no. 6 (June 2018): 2473–2495. (Lead Article.)
    • January 2018 (Revised January 2021)
    • Background Note

    Customer Lifetime Social Value (CLSV)

    By: Elie Ofek, Barak Libai and Eitan Muller
    One of the hallmarks of the digital revolution is the rise of the socially connected consumer. Concomitantly, the ability of companies to affect and measure the social interactions among customers has grown tremendously. Consequently, in assessing the full value of... View Details
    Keywords: Customer Lifetime Value; Customer Management; Social Contagion; Word Of Mouth; Customer Engagement; Customer Value and Value Chain; Measurement and Metrics; Customer Relationship Management
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    Ofek, Elie, Barak Libai, and Eitan Muller. "Customer Lifetime Social Value (CLSV)." Harvard Business School Background Note 518-077, January 2018. (Revised January 2021.)
    • February 2020
    • Module Note

    Transforming Customer Engagement in Service Operations

    By: Ryan W. Buell
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    Buell, Ryan W. "Transforming Customer Engagement in Service Operations." Harvard Business School Module Note 620-089, February 2020.
    • July 31, 2019
    • Blog Post

    Customer Centricity: Easy to Talk About, Hard to Implement: 3 Keys to Closing the Gap Between the Theory and the Reality of Putting the Customer First

    By: Jeffrey F. Rayport
    Keywords: Customer Experience; Customer Engagement; Retail Industry
    Citation
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    Rayport, Jeffrey F. "Customer Centricity: Easy to Talk About, Hard to Implement: 3 Keys to Closing the Gap Between the Theory and the Reality of Putting the Customer First." NRF.com (blog) (July 31, 2019). https://nrf.com/blog/customer-centricity-easy-talk-about-hard-implement.
    • 16 Jun 2020
    • Research & Ideas

    Your Customers Have Changed. Here's How to Engage Them Again.

    engage them? How should firms adjust? What is clear in the COVID-deaccession is that this change in customer behavior is pushing firms into a new “directional reality.” Firms need to adapt to shifting View Details
    Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service
    • 11 Aug 2020
    • News

    Your Customers Have Changed. Here's How To Engage Them Again.

    • February 2025
    • Article

    Improving Customer Compatibility with Tradeoff Transparency

    By: Ryan W. Buell and MoonSoo Choi
    Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run... View Details
    Keywords: Transparency; Customer Selection; Customer Compatibility; Retention; Service Operations; Service Delivery; Marketing Strategy; Marketing Communications; Customer Focus and Relationships; Customer Satisfaction; Banking Industry; Australia
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    Buell, Ryan W., and MoonSoo Choi. "Improving Customer Compatibility with Tradeoff Transparency." Management Science 71, no. 2 (February 2025): 1335–1355.
    • 2012
    • Module Note

    Endeavouring Towards Customer Satisfaction: A Case Study of TVS Motor Company Ltd.

    By: Shashank Shah and Shashank Shah
    Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Engagement; Auto Industry; India
    Citation
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    Shah, Shashank. "Endeavouring Towards Customer Satisfaction: A Case Study of TVS Motor Company Ltd." 2012.
    • June 16, 2020
    • Article

    Your Customers Have Changed. Here's How to Engage Them Again.

    By: Rohit Deshpandé, Ofer Mintz and Imran S. Currim
    The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues. View Details
    Keywords: COVID-19; Health Pandemics; Situation or Environment; Customer Relationship Management
    Citation
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    Deshpandé, Rohit, Ofer Mintz, and Imran S. Currim. "Your Customers Have Changed. Here's How to Engage Them Again." Harvard Business School Working Knowledge (June 16, 2020).
    • 06 Jan 2021
    • News

    Blockchain Is Changing How Companies Can Engage with Customers

    Keywords: Blockchain
    • 2013
    • Working Paper

    Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?

    By: Clarence Lee, E. Ofek and Thomas Steenburgh
    In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact... View Details
    Keywords: Customer Engagement; Adoption Routes; Hidden Markov Models; Search; Word-of-Mouth; Digital Media; Customer Relationship Management; Internet and the Web; Mathematical Methods; Consumer Behavior; Entrepreneurship; Marketing Reference Programs; Web Services Industry
    Citation
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    Lee, Clarence, E. Ofek, and Thomas Steenburgh. "Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?" Working Paper, 2013. (Revise and Resubmit at Management Science.)
    • Forthcoming
    • Article

    Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

    By: Shunyuan Zhang and Das Narayandas
    We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
    Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency
    Citation
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    Zhang, Shunyuan, and Das Narayandas. "Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment." Management Science (forthcoming).
    • 01 Sep 2012
    • News

    HBS Is Committed to Increasing Alumni Engagement

    Skeete Tatum HBS has taken on a major initiative to deepen its connection to alumni by increasing engagement and participation. To better understand the relationships that currently exist between alumni and HBS, the School has launched a... View Details
    Keywords: Lisa Skeete Tatum; engagement; Educational Support Services; Educational Services
    • Article

    Moving from Engagement to a Real Marriage of Brand and Customer

    By: Jeffrey F. Rayport
    Keywords: Technology; Digital Services; Strategy; Internet and the Web; Marketing
    Citation
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    Rayport, Jeffrey F. "Moving from Engagement to a Real Marriage of Brand and Customer." True (FleishmanHillard) (June 15, 2014).
    • Research Summary

    Overview

    By: Ryan W. Buell
    From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
    • Research Summary

    Customer Management in Business-to-Business Markets

    By: Das Narayandas

    Das Narayandas is engaged in ongoing research on vendor firms' management of long-term customer relationships. The initial phase of his research involved identifying vendors that stood to benefit from long-term relationships with select sets of customers and... View Details

    • January 2024 (Revised February 2024)
    • Exercise

    Travelogo: Understanding Customer Journeys

    By: Eva Ascarza, Nicolas Padilla and Oded Netzer
    In late May 2023, Sarah Merino, the newly appointed manager of the Customer Insights group at Travelogo—an online travel booking platform—initiates a comprehensive analysis of clickstream data to understand the varied behaviors and needs of their users. In preparation... View Details
    Keywords: Customer Relationship Management; Analysis; Analytics and Data Science; Marketing Strategy; Segmentation; Consumer Behavior; Travel Industry; United States
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    Ascarza, Eva, Nicolas Padilla, and Oded Netzer. "Travelogo: Understanding Customer Journeys." Harvard Business School Exercise 524-044, January 2024. (Revised February 2024.)
    • August 2023
    • Background Note

    Pricing and Customer Psychology

    By: Elie Ofek
    This note provides an overview of how psychological principles may be used as part of a seller’s pricing strategy. The note defines the concept of psychological pricing and explains the motivations for firms to engage in it. Prominent practices and tactics, with... View Details
    Keywords: Price; Marketing Strategy; Consumer Behavior
    Citation
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    Ofek, Elie. "Pricing and Customer Psychology." Harvard Business School Background Note 524-019, August 2023.
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