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All HBS Web
(1,964)
- Faculty Publications (210)
- 2015
- Book
Strong Brands, Strong Relationships
By: Susan Fournier, Michael Breazeale and Jill Avery
From the editorial team of the ground-breaking Consumer-Brand Relationships: Theory and Practice comes this new volume. Strong Brands, Strong Relationships is a collection of innovative research and management insights that build upon the foundations of...
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Keywords:
Brand Building;
Brand Management;
CRM;
Marketing;
Brands and Branding;
Marketing Communications;
Advertising;
Customer Relationship Management;
Customer Focus and Relationships;
Advertising Industry;
Apparel and Accessories Industry;
Consumer Products Industry
Fournier, Susan, Michael Breazeale and Jill Avery, eds. Strong Brands, Strong Relationships. Abingdon, UK: Routledge, 2015.
- April 2015
- Case
Dutch Bros. Coffee: A Compelling Future
By: Joshua Margolis and Christine Snively
Travis Boersma, co-founder and President of the Dutch Bros. coffee chain, faces three operational decisions that will shape the company's growth trajectory and distinctive culture. First, should they offer a specialty coffee at a subset of their stores in one region...
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Keywords:
Culture And Community;
Service Management;
Retail;
Food;
Managing Growth;
Family Business;
Small Business;
Leadership;
Culture;
Food and Beverage Industry;
Oregon
Margolis, Joshua, and Christine Snively. "Dutch Bros. Coffee: A Compelling Future." Harvard Business School Case 415-010, April 2015.
- Article
How Elastic Are Preferences for Redistribution? Evidence from Randomized Survey Experiments
By: Ilyana Kuziemko, Michael I. Norton, Emmanuel Saez and Stefanie Stantcheva
We analyze randomized online survey experiments providing interactive, customized information on U.S. income inequality, the link between top income tax rates and economic growth, and the estate tax. The treatment has large effects on views about inequality but only...
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Kuziemko, Ilyana, Michael I. Norton, Emmanuel Saez, and Stefanie Stantcheva. "How Elastic Are Preferences for Redistribution? Evidence from Randomized Survey Experiments." American Economic Review 105, no. 4 (April 2015): 1478–1508.
- February 2015 (Revised June 2016)
- Case
AltSchool: School Reimagined
By: John J-H Kim, Kyla Wilkes and Christine S. An
Max Ventilla and his team launches in 2013 AltSchool, a new network of tech-savvy independent K-8 "micro-schools." AltSchool is born out of Ventilla's frustration with the education options available for his young daughter. During his search, Ventilla comes to the...
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Keywords:
Education Technology;
School Models;
Product Development;
Entrepreneurship;
Talent Development And Retention;
Social Impact Investment;
Information Technology;
Business Model;
Education;
Business Startups;
Customization and Personalization;
Growth and Development Strategy;
Education Industry;
United States
Kim, John J-H, Kyla Wilkes, and Christine S. An. "AltSchool: School Reimagined." Harvard Business School Case 315-054, February 2015. (Revised June 2016.)
- January 2015 (Revised October 2016)
- Case
onefinestay: Building a Luxury Experience in the Sharing Economy
By: Jill Avery, Anat Keinan and Liz Kind
onefinestay was a two-sided marketplace that offered high-end home rentals to travelers who sought a more authentic and local experience than a typical upscale hotel might provide. After five years of rapid growth, it was time to do a comprehensive analysis of the...
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Keywords:
Luxury Goods;
Brand Building;
Brand Management;
Hospitality;
Hotels;
Digital Marketing;
Brand Positioning;
Luxury Service;
Airbnb;
Sharing Economy;
Collaborative Consumption;
Disruptive Business Model;
Travel;
Alternatives To Hotel;
Branding;
Customer Service;
Exceeding Consumer Expectations;
Client Acquisition;
Reputation Management;
Word Of Mouth;
2-way Business Model;
Marketing;
Marketing Strategy;
Brands and Branding;
Luxury;
Disruption;
Business Model;
Entrepreneurship;
E-commerce;
Accommodations Industry;
Tourism Industry;
Travel Industry;
United Kingdom
Avery, Jill, Anat Keinan, and Liz Kind. "onefinestay: Building a Luxury Experience in the Sharing Economy." Harvard Business School Case 515-072, January 2015. (Revised October 2016.)
- December 2014 (Revised October 2015)
- Case
Iz-Lynn Chan at Far East Organization (Abridged)
By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert
This case describes how to champion and implement organizational change from the middle by recounting the experiences of Iz-Lynn Chan at Far East Organization.
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Keywords:
Iz-Lynn Chan;
Far East Organization;
Singapore;
Far East Hospitality;
Customer Centric Initiative;
Hotels;
Culture Change;
Culture;
Standard Operating Procedures;
Serviced Residences;
Service Quality And Standards Department;
Service Operations;
Service Delivery;
Organizational Culture;
Operations;
Leading Change;
Organizational Change and Adaptation;
Accommodations Industry;
Singapore;
China
Hill, Linda A., Anthony J. Mayo, and Dana M. Teppert. "Iz-Lynn Chan at Far East Organization (Abridged)." Harvard Business School Case 415-033, December 2014. (Revised October 2015.)
- 2014
- Other Teaching and Training Material
Marketing Reading: Creating Customer Value
By: Sunil Gupta
This Reading explores how firms can create value for their customers. The goal of any business is to delight customers by understanding its customers' needs and to provide products and services to meet those needs. As a result, it is critical to understand what...
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Keywords:
Consumer Behavior;
Consumer Marketing;
Customer Experience;
Network Effects;
Service Profit Chain;
Total Customer Value
Gupta, Sunil. "Marketing Reading: Creating Customer Value." Core Curriculum Readings Series. Boston: Harvard Business Publishing 8176, 2014.
- December 2014
- Article
The Discipline of Business Experimentation
By: Stefan Thomke and Jim Manzi
The data you already have can't tell you how customers will react to innovations. To discover if a truly novel concept will succeed, you must subject it to a rigorous experiment. In most companies, tests do not adhere to scientific and statistical principles. As a...
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Thomke, Stefan, and Jim Manzi. "The Discipline of Business Experimentation." Harvard Business Review 92, no. 12 (December 2014): 70–79.
- June 2014
- Case
Making Progress at IDEO
By: Teresa M. Amabile and Katrina Flanagan
This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for IDEO designers' everyday experience of work. As new types of client work have shifted away from the more classic design...
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Keywords:
Organizational Change and Adaptation;
Motivation and Incentives;
Employees;
Customer Focus and Relationships;
Service Industry
Amabile, Teresa M., and Katrina Flanagan. "Making Progress at IDEO." Harvard Business School Case 814-123, June 2014.
- June 2014 (Revised March 2016)
- Case
Relating to Peapod
By: Susan Fournier and Jill Avery
Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case...
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Keywords:
Brands and Branding;
Customer Relationship Management;
Marketing Strategy;
Service Industry;
Boston
Fournier, Susan, and Jill Avery. "Relating to Peapod." Harvard Business School Case 314-142, June 2014. (Revised March 2016.)
- June 2014
- Case
Starbucks Coffee Company: Transformation and Renewal
By: Nancy F. Koehn, Kelly McNamara, Nora N. Khan and Elizabeth Legris
Starbucks Coffee Company: Transformation and Renewal analyzes the turnaround and reconstruction of Starbucks Coffee Company from 2008 to 2014 as led by CEO and co-founder Howard Schultz. The case offers executives and students an opportunity to examine in depth how... View Details
Keywords:
Howard Schultz;
Starbucks;
Transformation;
Turnaround;
Change;
Decision Making;
Entrepreneurship;
Growth and Development;
Leadership;
Organizations;
Problems and Challenges;
Risk and Uncertainty;
Strategy;
Value;
Consumer Products Industry;
Food and Beverage Industry;
Retail Industry;
North and Central America;
Europe;
Asia;
South America;
Middle East;
Latin America
Koehn, Nancy F., Kelly McNamara, Nora N. Khan, and Elizabeth Legris. "Starbucks Coffee Company: Transformation and Renewal." Harvard Business School Case 314-068, June 2014.
- January 2014
- Technical Note
Learning From Extreme Consumers
By: Jill Avery and Michael Norton
Traditional market research methods focus on understanding the average experiences of average consumers. This focus leads to gaps in our knowledge of consumer behavior and often fails to uncover insights that can drive revolutionary, rather than evolutionary...
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Keywords:
Market Research;
Ethnography;
Design Thinking;
Innovation;
New Product Development;
Research;
Marketing;
Consumer Behavior;
Innovation and Invention
Avery, Jill, and Michael Norton. "Learning From Extreme Consumers." Harvard Business School Technical Note 314-086, January 2014.
- September 2013
- Exercise
An Exercise in Designing a Travel Coffee Mug
By: Elie Ofek and Michael Norris
In recent years design has emerged as a critical factor in the success of many new products. This case exercise provides a hands-on way to experience the design process and offers a structured approach for incorporating key considerations that can aid in effective...
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Keywords:
New Product Development;
Innovation;
Market Research;
Competitive Positioning;
Design;
Product Development;
Consumer Products Industry
Ofek, Elie, and Michael Norris. "An Exercise in Designing a Travel Coffee Mug." Harvard Business School Exercise 514-042, September 2013.
- 2019
- Working Paper
Managing Churn to Maximize Profits
By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a...
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Keywords:
Churn Management;
Defection Prediction;
Loss Function;
Stochastic Gradient Boosting;
Customer Relationship Management;
Consumer Behavior;
Profit
Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Harvard Business School Working Paper, No. 14-020, September 2013. (Revised December 2019. Forthcoming at Marketing Science.)
- September–October 2013
- Article
Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services
By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing....
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Keywords:
Job Cuts and Outsourcing;
Medical Specialties;
Health Care and Treatment;
Customer Focus and Relationships;
Learning;
Customer Satisfaction;
Health Industry
Clark, Jonathan R., Robert S. Huckman, and Bradley R. Staats. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services." Organization Science 24, no. 5 (September–October 2013): 1539–1557.
- May 2013
- Article
Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys
By: James Merlino and Ananth Raman
The Cleveland Clinic has long had a reputation for medical excellence. But in 2009 the CEO acknowledged that patients did not think much of their experience there, and he decided to act. Since then the Clinic has leaped to the top tier of patient-satisfaction surveys,...
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Merlino, James, and Ananth Raman. "Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys." Harvard Business Review 91, no. 5 (May 2013): 108–116.
- 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...
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Rayport, Jeffrey F. "Advertising's New Medium: Human Experience." Harvard Business Review 91, no. 3 (March 2013): 76–84.
- March 2013
- Article
Breaking Them in or Eliciting Their Best? Reframing Socialization around Newcomers' Authentic Self-expression
By: Daniel M. Cable, Francesca Gino and Brad Staats
Socialization theory has focused on enculturating new employees such that they develop pride in their new organization and internalize its values. Drawing on authenticity research, we propose that the initial stage of socialization leads to more effective employment...
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Keywords:
Socialization;
Authenticity;
Self-Expression;
Best Self;
Outsourcing;
Employee Retention;
Organizational Culture;
Retention;
Identity;
Customer Satisfaction
Cable, Daniel M., Francesca Gino, and Brad Staats. "Breaking Them in or Eliciting Their Best? Reframing Socialization around Newcomers' Authentic Self-expression." Administrative Science Quarterly 58, no. 1 (March 2013): 1–36.
- March–April 2013
- Article
Unlocking Innovation Through Business Experimentation
By: Stefan Thomke
There is a downside to businesses that focus heavily on standardization, optimization, and driving out variability: Such organizations leave themselves vulnerable to underinvesting in experimentation and variation, which are the lifeblood of innovation. Good...
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Keywords:
Experimentation;
Innovation Management;
Learning And Development;
Research;
Innovation and Management;
Business Processes
Thomke, Stefan. "Unlocking Innovation Through Business Experimentation." European Business Review (March–April 2013): 55–58.
- January 2013
- Supplement
EverTrue: Mobile Technology Development (B)
By: William R. Kerr and Alexis Brownell
Brent Grinna has one customer signed up for his alumni-networking mobile app, and is now trying to choose among three possibilities for a CTO. He decided to contract with a friend's company, Dashfire, to create a prototype of the app, and has signed up Brown University...
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Keywords:
Start-up;
Mobile App;
CTO;
Hiring;
Scaling;
Business Startups;
Decisions;
Entrepreneurship;
Growth and Development;
Mobile Technology;
Technology Industry;
Massachusetts;
Boston
Kerr, William R., and Alexis Brownell. "EverTrue: Mobile Technology Development (B)." Harvard Business School Supplement 813-123, January 2013.