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    • All HBS Web  (1,167)
      • Faculty Publications  (222)

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      • April 2022 (Revised May 2022)
      • Case

      Mastercard Labs (A)

      By: Linda A. Hill, Sunil Gupta, Emily Tedards and Julia Kelley
      When Ajaypal (Ajay) Banga became the CEO of Mastercard in 2010, he shifted the company’s competitive focus from card networks to cash itself. Mastercard’s new vision of a “World Beyond Cash” distilled into a three-pronged framework: Grow the core business, Diversify...  View Details
      Keywords: Organizational Behavior; Culture; Organizational Culture; Culture Change; Organizational Adaptation; Organizational Effectiveness; Alignment; Leadership; Leadership Development; Innovation; Innovation Ecosystems; Ecosystem; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Globalization; Agility; Prototype; Experiment; Partnerships; Operating Model; Risk Management; Digital Transformation; Metrics; Payments; Financial Inclusion; Financial Industry; Ambidexterity; Corporate Innovation; Innovation Lab
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      Hill, Linda A., Sunil Gupta, Emily Tedards, and Julia Kelley. "Mastercard Labs (A)." Harvard Business School Case 422-080, April 2022. (Revised May 2022.)
      • April 2022 (Revised May 2022)
      • Case

      Mastercard Labs (A) (Abridged)

      By: Linda A. Hill, Sunil Gupta, Emily Tedards and Julia Kelley
      When Ajaypal (Ajay) Banga became the CEO of Mastercard in 2010, he shifted the company’s competitive focus from card networks to cash itself. Mastercard’s new vision of a “World Beyond Cash” distilled into a three-pronged framework: Grow the core business, Diversify...  View Details
      Keywords: Organizational Behavior; Culture; Organizational Culture; Culture Change; Organizational Adaptation; Organizational Effectiveness; Alignment; Leadership; Leadership Development; Innovation; Innovation Ecosystems; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Ecosystem; Agility; Prototype; Experiment; Partnerships; Operating Model; Risk Management; Digital Transformation; Metrics; Payments; Financial Inclusion; Financial Industry; Ambidexterity; Corporate Innovation; Innovation Lab; Accelerator; Start-up; Intrapreneurship; Competitive Strategy; Business Model; Technological Innovation; Growth and Development Strategy
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      Hill, Linda A., Sunil Gupta, Emily Tedards, and Julia Kelley. "Mastercard Labs (A) (Abridged)." Harvard Business School Case 422-082, April 2022. (Revised May 2022.)
      • March 2022
      • Article

      Learning to Rank an Assortment of Products

      By: Kris Ferreira, Sunanda Parthasarathy and Shreyas Sekar
      We consider the product ranking challenge that online retailers face when their customers typically behave as “window shoppers”: they form an impression of the assortment after browsing products ranked in the initial positions and then decide whether to continue...  View Details
      Keywords: Online Learning; Product Ranking; Assortment Optimization; E-commerce; Learning; Online Technology; Product Marketing; Consumer Behavior
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      Ferreira, Kris, Sunanda Parthasarathy, and Shreyas Sekar. "Learning to Rank an Assortment of Products." Management Science 68, no. 3 (March 2022): 1828–1848.
      • February 2022
      • Case

      Cleveland Clinic Abu Dhabi

      By: Linda A. Hill and Emily Tedards
      In 2006, the Cleveland Clinic and Mubadala Investment Company partnered with a bold ambition to deliver world class healthcare in the United Arab Emirates. In 2015, after nearly a decade of planning and construction, Cleveland Clinic Abu Dhabi opened its doors. By...  View Details
      Keywords: Organizational Behavior; Culture; Alignment; Organizational Effectiveness; Purpose; Impact; Leadership Development; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Teams; Team Dynamics; Teamwork; Team Effectiveness; Trust; Talent; Talent Development And Retention; Psychological Safety; Organizational Evolution; Coaching; Board; Analytics; Innovation; Data; Data Visualization; Digital Technology; Digital; Customer Experience; Experimentation; Change Management; Data-driven Decision-making; Debates; Ecosystem; Partnership; Telemedicine; Sustainability; Global Organizations; Local; Hospital; Healthcare; United Arab Emirates; Health Care and Treatment; Partners and Partnerships; Globalization; Quality; Organizational Culture; Mission and Purpose; Innovation and Management; Information Technology; Joint Ventures; Leadership; Performance Effectiveness; Abu Dhabi; United Arab Emirates
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      Hill, Linda A., and Emily Tedards. "Cleveland Clinic Abu Dhabi." Harvard Business School Case 422-058, February 2022.
      • February 2022
      • Case

      Cleveland Clinic Abu Dhabi (Abridged)

      By: Linda A. Hill and Emily Tedards
      In 2006, the Cleveland Clinic and Mubadala Investment Company partnered with a bold ambition to deliver world class healthcare in the United Arab Emirates. In 2015, after nearly a decade of planning and construction, Cleveland Clinic Abu Dhabi opened its doors. By...  View Details
      Keywords: Organization Behavior; Culture; Alignment; Organizational Effectiveness; Purpose; Impact; Leadership Development; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Teams; Team Dynamics; Teamwork; Team Effectiveness; Trust; Talent; Talent Development And Retention; Psychological Safety; Organizational Evolution; Coaching; Board; Analytics; Innovation; Data; Data Visualization; Digital Technology; Digital; Customer Experience; Experimentation; Change Management; Data-driven Decision-making; Debates; Ecosystem; Partnership; Telemedicine; Sustainability; Global Organizations; Local; Hospital; Healthcare; United Arab Emirates; Health Care and Treatment; Partners and Partnerships; Globalization; Quality; Organizational Culture; Mission and Purpose; Innovation and Management; Information Technology; Joint Ventures; Leadership; Performance Effectiveness; Abu Dhabi; United Arab Emirates
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      Hill, Linda A., and Emily Tedards. "Cleveland Clinic Abu Dhabi (Abridged)." Harvard Business School Case 422-056, February 2022.
      • February 2022
      • Teaching Note

      AptDeco: Circular Economy Furniture Marketplace

      By: Ayelet Israeli
      Teaching Note for HBS Case No. 521-069. AptDeco, a used furniture marketplace, was growing rapidly in the tri-state area. The co-founders were confident that the business model, financial position, and unit economics positioned AptDeco for scaling in the massive $120...  View Details
      Keywords: E-commerce; E-Commerce Strategy; Mobile; Digital Marketing; Word-of-Mouth; Word Of Mouth; Word-of-mouth Marketing; Internet Marketing; Growth Strategy; Platform; Platforms; Two Sided Markets; Two-sided Market; Two-sided Marketplace; Two-Sided Markets; Two-sided Network; Black Entrepreneurs; Black Leadership; African Americans; African-American Protagonist; Circular; Peer-to-peer Markets; Furniture Industry; Growth Hacking; Monetization Strategy; Growth Management; Marketing Strategy; Entrepreneurship; Market Platforms; Marketing Channels; Online Advertising; Consumer Behavior; Acquisition; Retention; Growth and Development Strategy; Two-Sided Platforms; Customer Focus and Relationships; Expansion; Brands and Branding; Retail Industry; Consumer Products Industry; Technology Industry; Web Services Industry; United States; North America; New York (city, NY); New York (state, US)
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      Israeli, Ayelet. "AptDeco: Circular Economy Furniture Marketplace." Harvard Business School Teaching Note 522-078, February 2022.
      • November 2021
      • Case

      Tommy Hilfiger Adaptive: Fashion for All

      By: Elizabeth A. Keenan, Sandra J. Sucher and Shalene Gupta
      In Fall 2017, Tommy Hilfiger launched Tommy Hilfiger Adaptive, a line of adaptive and inclusive fashion apparel intended to make dressing easier. Now, Tommy Hilfiger is planning to launch Tommy Hilfiger Adaptive internationally in early 2020. The prospect of making...  View Details
      Keywords: Marketing And Society; Brands; Fashion; Inclusion; Consumer; Corporate Social Responsibility; Retail; Apparel; Disability; Accessibility; Marketing; Brands and Branding; Marketing Communications; Product Marketing; Social Marketing; Product Launch; Product Positioning; Marketing Strategy; Social Enterprise; Society; Corporate Social Responsibility and Impact; Social Issues; Consumer Behavior; Fashion Industry; Consumer Products Industry; Apparel and Accessories Industry; Retail Industry; United States; North America
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      Keenan, Elizabeth A., Sandra J. Sucher, and Shalene Gupta. "Tommy Hilfiger Adaptive: Fashion for All." Harvard Business School Case 522-053, November 2021.
      • 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
      Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
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      Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
      • Article

      Financial Shame Spirals: How Shame Intensifies Financial Hardship

      By: Joe J. Gladstone, Jon M. Jachimowicz, Adam Eric Greenberg and Adam D. Galinsky
      Financial hardship is an established source of shame. This research explores whether shame is also a driver and exacerbator of financial hardship. Six experimental, archival, and correlational studies (N = 9,110)—including data from customer bank account histories and...  View Details
      Keywords: Financial Hardship; Financial Decision-making; Shame; Guilt; Personal Finance; Financial Condition; Decision Making; Emotions
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      Gladstone, Joe J., Jon M. Jachimowicz, Adam Eric Greenberg, and Adam D. Galinsky. "Financial Shame Spirals: How Shame Intensifies Financial Hardship." Organizational Behavior and Human Decision Processes 167 (November 2021): 42–56.
      • October 2021
      • Article

      Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach

      By: Nicolas Padilla and Eva Ascarza
      The success of Customer Relationship Management (CRM) programs ultimately depends on the firm's ability to understand consumers' preferences and precisely capture how these preferences may differ across customers. Only by understanding customer heterogeneity, firms can...  View Details
      Keywords: Customer Management; Targeting; Deep Exponential Families; Probabilistic Machine Learning; Cold Start Problem; Customer Relationship Management; Programs; Consumer Behavior; Analysis
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      Padilla, Nicolas, and Eva Ascarza. "Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach." Journal of Marketing Research (JMR) 58, no. 5 (October 2021): 981–1006.
      • September 2021 (Revised December 2021)
      • Case

      Telepass: From Tolling to Mobility Platform

      By: Chiara Farronato, Stefano Denicolai and Sarah Mehta
      Telepass, until very recently the sole processor of electronic toll payments on Italy’s highways, has ambitions beyond tolling. Since the mid-2010s, the company has been expanding into adjacent services. In 2017, Telepass launched TelepassPay—a mobile payment...  View Details
      Keywords: Mobile Payment; App; Mobility Services; Analysis; Change; Change Management; Transformation; Transition; Innovation and Invention; Strategy; Information Technology; Mobile and Wireless Technology; Transportation; Transportation Networks; Value; Value Creation; Consumer Behavior; Technology Industry; Transportation Industry; Insurance Industry; Europe; Italy; Milan
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      Farronato, Chiara, Stefano Denicolai, and Sarah Mehta. "Telepass: From Tolling to Mobility Platform." Harvard Business School Case 622-011, September 2021. (Revised December 2021.)
      • Article

      Unconscious Bias Training That Works

      By: Francesca Gino and Katherine Coffman
      To become more diverse, equitable, and inclusive, many companies have turned to unconscious bias (UB) training. By raising awareness of the mental shortcuts that lead to snap judgments—often based on race and gender—about people’s talents or character, it strives to...  View Details
      Keywords: Implicit Bias; Social Integration; Empathy; Prejudice and Bias; Employees; Training; Attitudes; Behavior; Organizational Change and Adaptation
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      Gino, Francesca, and Katherine Coffman. "Unconscious Bias Training That Works." Harvard Business Review 99, no. 5 (September–October 2021): 114–123.
      • 2021
      • Book

      The Power of Trust: How Companies Build It, Lose It, Regain It

      By: Sandra J. Sucher and Shalene Gupta
      Trust is the most powerful force underlying the success of every business. Yet it can be shattered in an instant, with a devastating impact on a company’s market cap and reputation. How to build and sustain trust requires fresh insight into why customers, employees,...  View Details
      Keywords: Power; Corporate Culture; Future Of Work; Innovation; Technology Strategy; Automation; Stakeholder Engagement; Employee Attitude; Customer Behavior; Shareholder Value; Government And Business; Impact Investing; Corporate Change And Sustainability; Trust; Power and Influence; Globalization; Leadership; Organizational Culture; Innovation and Invention; Human Resources; Information Technology; Strategy; Corporate Accountability; Asia; Europe; South America; Middle East; North and Central America
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      Sucher, Sandra J., and Shalene Gupta. The Power of Trust: How Companies Build It, Lose It, Regain It. New York: PublicAffairs, 2021.
      • July 2021
      • Article

      Information Transparency, Multihoming, and Platform Competition: A Natural Experiment in the Daily Deals Market

      By: Hui Li and Feng Zhu
      Platform competition is shaped by the likelihood of multi-homing (i.e., complementors or consumers adopt more than one platform). To take advantage of multi-homing, platform firms often attempt to motivate their rivals’ high-performing complementors to adopt their own...  View Details
      Keywords: Platform Competition; Multi-homing; Information Transparency; Daily Deals; Groupon; LivingSocial; Market Platforms; Information; Competition
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      Li, Hui, and Feng Zhu. "Information Transparency, Multihoming, and Platform Competition: A Natural Experiment in the Daily Deals Market." Management Science 67, no. 7 (July 2021): 4384–4407.
      • July–August 2021
      • Article

      Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government

      By: Ryan W. Buell, Ethan Porter and Michael I. Norton
      Problem definition: As trust in government reaches historic lows, frustration with government performance approaches record highs. Academic/practical relevance: We propose that in co-productive settings like government services, peoples’ trust and...  View Details
      Keywords: Government Services; Behavioral Operations; Operational Transparency; Government Administration; Service Operations; Programs; Perception; Attitudes; Behavior; Trust
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      Buell, Ryan W., Ethan Porter, and Michael I. Norton. "Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government." Manufacturing & Service Operations Management 23, no. 4 (July–August 2021): 781–802.
      • 2021
      • Working Paper

      Risk Sensitivity or Social Signaling? Unmasking Behaviors with Video Analytics

      By: Shunyuan Zhang, Kaiquan Xu and Kannan Srinivasan
      In 2020, as the novel coronavirus spread globally, face masks were recommended in public settings to protect against and slow down the spread of the coronavirus. Why did people comply, or not, while shopping in 2020? Do these motivations relate to their shopping...  View Details
      Keywords: Video Analytics; In-store Shopping; Mask; Sensitivity To Risk; Social Perception; COVID-19; Health Pandemics; Consumer Behavior; Risk and Uncertainty; Attitudes
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      Zhang, Shunyuan, Kaiquan Xu, and Kannan Srinivasan. "Risk Sensitivity or Social Signaling? Unmasking Behaviors with Video Analytics." Harvard Business School Working Paper, No. 21-143, June 2021. (SSRN Working Paper Series, No. 3871144, June 2021.)
      • June 23, 2021
      • Article

      Research: When A/B Testing Doesn't Tell You the Whole Story

      By: Eva Ascarza
      When it comes to churn prevention, marketers traditionally start by identifying which customers are most likely to churn, and then running A/B tests to determine whether a proposed retention intervention will be effective at retaining those high-risk customers. While...  View Details
      Keywords: Customer Retention; Churn; Targeting; Market Research; Marketing; Investment Return; Customers; Retention; Research
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      Ascarza, Eva. "Research: When A/B Testing Doesn't Tell You the Whole Story." Harvard Business Review Digital Articles (June 23, 2021).
      • May 2021 (Revised February 2022)
      • Teaching Note

      THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)

      By: Ayelet Israeli and Jill Avery
      THE YES, a multi-brand shopping app launched in May 2020 offered a new type of buying experience for women’s fashion, driven by a sophisticated algorithm that used data science and machine learning to create and deliver a personalized store for every shopper, based on...  View Details
      Keywords: Data; Data Analytics; Artificial Intelligence; AI; AI Algorithms; AI Creativity; Fashion; Retail; Retail Analytics; E-commerce; E-Commerce Strategy; Platform; Platforms; Big Data; Preference Elicitation; Predictive Analytics; App Development; "Marketing Analytics"; Advertising; Mobile App; Mobile Marketing; Apparel; Online Advertising; Referral Rewards; Referrals; Female Ceo; Female Entrepreneur; Female Protagonist; Analytics and Data Science; Analysis; Creativity; Marketing Strategy; Brands and Branding; Consumer Behavior; Demand and Consumers; Forecasting and Prediction; Marketing Channels; Digital Marketing; Internet and the Web; Mobile and Wireless Technology; AI and Machine Learning; Fashion Industry; Retail Industry; Apparel and Accessories Industry; Consumer Products Industry; United States
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      Israeli, Ayelet, and Jill Avery. "THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)." Harvard Business School Teaching Note 521-097, May 2021. (Revised February 2022.)
      • April 2021
      • Teaching Note

      Drinkworks: Home Bar by Keurig

      By: Sunil Gupta and Jonathan Levav
      Teaching Note for HBS Case No. 521-010. In the summer of 2018, Drinkworks CEO Nathaniel Davis needed to make a number of go-to-market decisions ahead of his company’s upcoming product launch. Formed through a joint venture between Keurig Dr. Pepper and Anheuser-Busch...  View Details
      Keywords: Marketing; Marketing Strategy; Product Marketing; Product Launch; Product Positioning; Markets; Bids and Bidding; Demand and Consumers; Consumer Behavior; Market Design; Distribution; Distribution Channels; Product; Product Design; Product Development; Business Model; Customers; Customer Value and Value Chain; Decision Making; Decisions; Goods and Commodities; Innovation and Invention; Technological Innovation; Business or Company Management; Growth and Development Strategy; Research; Research and Development; Strategy; Adoption; Competitive Advantage; Segmentation; Information Technology; Information Infrastructure; Value; Value Creation; Food and Beverage Industry; Consumer Products Industry; North and Central America; United States
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      Gupta, Sunil, and Jonathan Levav. "Drinkworks: Home Bar by Keurig." Harvard Business School Teaching Note 521-089, April 2021.
      • March 17, 2021
      • Other Article

      Beyond Pajamas: Sizing Up the Pandemic Shopper

      By: Ayelet Israeli, Eva Ascarza and Laura Castrillo
      A first look at how the COVID-19 pandemic impacted e-commerce apparel shopping in the US and the UK. Extensive analysis and interactive graphics utilizing millions of transactions.
      While the pandemic is still playing out, our preliminary investigations...  View Details
      Keywords: Retail; Retail Analytics; Consumer; Pandemic; COVID; COVID-19; Apparel; Ecommerce; E-commerce; Online Shopping; Online Apparel; Online Sales; Returns; CRM; Customer Retention; Customer Experience; Customer Value; Digital; Customer Focus and Relationships; Customers; Health Pandemics; Consumer Behavior; Customer Relationship Management; Online Technology; Behavior; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States; United Kingdom
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      Israeli, Ayelet, Eva Ascarza, and Laura Castrillo. "Beyond Pajamas: Sizing Up the Pandemic Shopper." Harvard Business School Working Knowledge (March 17, 2021).
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