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Show Results For
-
All HBS Web
(10,387)
- People (28)
- News (2,436)
- Research (5,564)
- Events (59)
- Multimedia (93)
- Faculty Publications (3,786)
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- January 2005 (Revised June 2005)
- Case
Zipcar: Influencing Customer Behavior
By: Frances X. Frei and Hanna Rodriguez-Farrar
At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who...
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Keywords:
Information Technology;
Governance Controls;
Behavior;
Service Delivery;
Service Operations;
Consumer Behavior;
Leasing;
Transportation Industry;
Service Industry;
United States
Frei, Frances X., and Hanna Rodriguez-Farrar. "Zipcar: Influencing Customer Behavior." Harvard Business School Case 605-054, January 2005. (Revised June 2005.)
- July 1998 (Revised October 2004)
- Case
Custom Research Inc. (A)
By: William J. Bruns Jr. and Susan Harmeling
Custom Research is considering terminating service to many clients to eliminate unprofitable work and concentrate on the more profitable client projects.
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Bruns, William J., Jr., and Susan Harmeling. "Custom Research Inc. (A)." Harvard Business School Case 199-001, July 1998. (Revised October 2004.)
- 2000
- Article
The Consequences of Customization on the Use of Management Accounting Systems
By: J. Bouwens and Margaret A. Abernethy
The understanding of the antecedent conditions influencing the design of management accounting systems (MASs) is very limited. In recent years, significant research attention has been devoted to understanding how different strategic priorities influence these systems....
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Bouwens, J., and Margaret A. Abernethy. "The Consequences of Customization on the Use of Management Accounting Systems." Accounting, Organizations and Society 25, no. 3 (April 2000): 221–241.
- 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...
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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
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.)
- 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.
- January 1991 (Revised January 1993)
- Case
Xerox Corp.: The Customer Satisfaction Program
In August 1990 the president and executive vice president of Xerox are reviewing the progress made on its customer satisfaction program. The emphasis placed on the program, the success of the program to date, and the drive to achieve the corporate goals of customer...
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Menezes, Melvyn A. "Xerox Corp.: The Customer Satisfaction Program." Harvard Business School Case 591-055, January 1991. (Revised January 1993.)
- February 2007 (Revised May 2008)
- Supplement
Bancaja: Developing Customer Intelligence (B)
In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it...
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Keywords:
Customer Relationship Management;
Credit Cards;
Analytics and Data Science;
Knowledge Use and Leverage;
Marketing Strategy;
Banking Industry;
Spain
Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (B)." Harvard Business School Supplement 107-066, February 2007. (Revised May 2008.)
- Research Summary
Dynamic Customer Relationship Management
Professor Lemon's work on dynamic customer relationships provides insight into how the customer's view of the relationship changes over time. Her research shows that current customers will adjust usage levels of a service in response to firm price changes in order to...
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- January 1995 (Revised October 1995)
- Case
Citibank: Global Customer Management
By: Michael Y. Yoshino and Thomas W. Malnight
Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S....
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Keywords:
Customer Focus and Relationships;
Global Range;
Cross-Cultural and Cross-Border Issues;
Multinational Firms and Management;
SWOT Analysis;
Emerging Markets;
Banking Industry;
United States
Yoshino, Michael Y., and Thomas W. Malnight. "Citibank: Global Customer Management." Harvard Business School Case 395-142, January 1995. (Revised October 1995.)
- February 2007 (Revised May 2007)
- Case
Bancaja: Developing Customer Intelligence (A)
In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it...
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Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (A)." Harvard Business School Case 107-055, February 2007. (Revised May 2007.)
- 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...
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- 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
- 19 Oct 2010
- Working Paper Summaries
The Impact of Supply Learning on Customer Demand: Model and Estimation Methodology
- 16 Jan 2006
- Research & Ideas
What Customers Want from Your Products
Marketers have lost the forest for the trees, focusing too much on creating products for narrow demographic segments rather than satisfying needs. Customers want to...
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- 27 Jul 2011
- Research & Ideas
Customer Loyalty Programs That Work
The customer rewards cards that clutter wallets and clog key chains of many a shopper may soon be no more, as retailers move from physical to digital (read: mobile apps) forms of loyalty program member identification. It's a smart...
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- Article
Focusing on Lone Trees in the Forest: Members' Experience of a Multiple Identity Organization
By: Michel Anteby and Amy Wrzesniewski
Keywords:
Employees
Anteby, Michel, and Amy Wrzesniewski. "Focusing on Lone Trees in the Forest: Members' Experience of a Multiple Identity Organization." Academy of Management Annual Meeting Proceedings (2007).
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
School. A book excerpt follows. Sarah Jane Gilbert: Your book focuses on how companies can profit, regardless of market conditions, by immersing themselves in the lives of their customers. Please describe...
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- 14 Jul 2003
- Research & Ideas
Keeping Your Balance With Customers
Internet and database software, the customer can now initiate the business transaction, not simply respond to the salesperson's overture. Instead of being on the end of the value chain ("product...
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Keywords:
by Robert S. Kaplan & David P. Norton
- 20 Sep 2007
- Research & Ideas
How to be a Customer
Harvard Business School professor John Quelch writes a blog on marketing issues, called Marketing Know: How, for Harvard Business Online. It is reprinted on HBS Working Knowledge.99 percent of marketing...
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Keywords:
by John Quelch