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- 2023
- Working Paper
Targeting, Personalization, and Engagement in an Agricultural Advisory Service
By: Susan Athey, Shawn Cole, Shanjukta Nath and Jessica Zhu
ICT is increasingly used to deliver customized information in developing countries. We
examine whether individually targeting the timing of automated voice calls meaningfully
increases engagement in an agricultural advisory service. We define, estimate, and...
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Keywords:
Developing Countries and Economies;
Knowledge Dissemination;
Customization and Personalization;
Performance Effectiveness
Athey, Susan, Shawn Cole, Shanjukta Nath, and Jessica Zhu. "Targeting, Personalization, and Engagement in an Agricultural Advisory Service." Harvard Business School Working Paper, No. 24-006, August 2023.
- 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...
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Ofek, Elie. "Pricing and Customer Psychology." Harvard Business School Background Note 524-019, August 2023.
- June 2023
- Article
Gaining Organizational Adoption: Strategically Pacing the Deployment of Digital Innovations
By: Rebecca Karp
Scholars have long suggested that to foster adoption for their innovative products and services, entrepreneurs should engage with customers to better understand their unmet needs. Yet, customers frequently reside in organizations, and organizational members may not be...
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Keywords:
Entrepreneurship And Strategy;
Digital Innovation;
Healthcare;
Work And Organizations;
Organizational Adoption;
B2B;
Customers;
Technology Adoption;
Innovation Strategy;
Organizational Change and Adaptation
Karp, Rebecca. "Gaining Organizational Adoption: Strategically Pacing the Deployment of Digital Innovations." Academy of Management Journal 66, no. 3 (June 2023): 773–796.
- May 2023
- Technical Note
Dynamic Pricing: Timing is Everything
By: Elie Ofek
This note provides a comprehensive exposition to the topic of dynamic pricing (whereby the fee customers are charged is time-dependent). It covers the motivation for firms to engage in dynamic pricing, provides a typology of the main formats dynamic pricing can take,...
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Ofek, Elie. "Dynamic Pricing: Timing is Everything." Harvard Business School Technical Note 523-110, May 2023.
- May 2023
- Article
Self-Preferencing at Amazon: Evidence from Search Rankings
By: Chiara Farronato, Andrey Fradkin and Alexander MacKay
We study whether Amazon engages in self-preferencing on its marketplace by favoring its own brands (e.g., Amazon Basics) in search. To address this question, we collect new micro-level consumer search data using a custom browser extension installed by a panel of study...
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Farronato, Chiara, Andrey Fradkin, and Alexander MacKay. "Self-Preferencing at Amazon: Evidence from Search Rankings." AEA Papers and Proceedings 113 (May 2023): 239–243.
- April 2023
- Case
Twitter: The Freedom to Speak Freely and Be Heard
By: Randolph B. Cohen, Carin-Isabel Knoop and Mel Martin
In April 2022, serial entrepreneur Elon Musk announced that he would be interested in purchasing the social media site Twitter for $44 billion. With more than 100 million twitter followers, Musk had historically leveraged the site to engage with the customers of his...
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- 2023
- Working Paper
The Benefits of Revealing Race: Evidence from Minority-owned Local Businesses
By: Abhay Aneja, Michael Luca and Oren Reshef
Is there latent demand to support Black-owned businesses? To explore, we analyze a new feature
that made it easier to identify Black-owned restaurants on a large online platform. We find that
labeling restaurants as “Black-owned” increased customer engagement and...
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Keywords:
Black-owned Businesses;
Race;
Prejudice and Bias;
Ownership;
Knowledge Dissemination;
Digital Platforms;
Consumer Behavior;
Food and Beverage Industry
Aneja, Abhay, Michael Luca, and Oren Reshef. "The Benefits of Revealing Race: Evidence from Minority-owned Local Businesses." Harvard Business School Working Paper, No. 23-042, January 2023. (Revised September 2023.)
- January 2023
- Teaching Note
Duolingo: Teaching Languages to the Masses
By: Youngme Moon
Teaching Note for HBS Case 323-016. At the time the case is written, Duolingo is the most popular language learning service in the world. The company has more than 40 million monthly active users, and the company’s total annual revenue has reached $250 million a year....
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- January–February 2023
- Article
External Interfaces and Internal Processes: Market Positioning and Divergent Professionalization Paths in Young Ventures
By: Alicia DeSantola, Ranjay Gulati and Pavel Zhelyazkov
We explore how the initial market positioning of entrepreneurial ventures shapes how they professionalize over time, focusing specifically on the development of functional roles. In contrast to existing literature, which has presumed a uniform march toward...
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Keywords:
Market Positioning;
Professionalization;
Scaling;
Entrepreneurship;
Strategy;
Business Startups;
Growth and Development;
Organizational Structure
DeSantola, Alicia, Ranjay Gulati, and Pavel Zhelyazkov. "External Interfaces and Internal Processes: Market Positioning and Divergent Professionalization Paths in Young Ventures." Organization Science 34, no. 1 (January–February 2023): 1–23.
- November 2022 (Revised December 2022)
- Case
Replika AI: Monetizing a Chatbot
By: Julian De Freitas and Nicole Tempest Keller
In early 2018, Eugenia Kuyda, co-founder and CEO of San Francisco-based chatbot Replika AI, was deciding how to monetize the app she had built. Launched in 2017, Replika was a consumer AI “companion app” developed by a team of AI software engineers originally based in...
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Keywords:
Mental Health;
Subscriber Models;
TAM;
Monetization Strategy;
Marketing Strategy;
Product Marketing;
AI and Machine Learning;
Applications and Software;
Product Positioning;
Health Disorders;
Technology Industry
De Freitas, Julian, and Nicole Tempest Keller. "Replika AI: Monetizing a Chatbot." Harvard Business School Case 523-016, November 2022. (Revised December 2022.)
- 2022
- Article
A Human-Centric Take on Model Monitoring
By: Murtuza Shergadwala, Himabindu Lakkaraju and Krishnaram Kenthapadi
Predictive models are increasingly used to make various consequential decisions in high-stakes domains such as healthcare, finance, and policy. It becomes critical to ensure that these models make accurate predictions, are robust to shifts in the data, do not rely on...
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Shergadwala, Murtuza, Himabindu Lakkaraju, and Krishnaram Kenthapadi. "A Human-Centric Take on Model Monitoring." Proceedings of the AAAI Conference on Human Computation and Crowdsourcing (HCOMP) 10 (2022): 173–183.
- April 2022
- Teaching Note
Banorte Móvil: Data-Driven Mobile Growth
By: Ayelet Israeli and Carla Larangeira
In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had...
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- March 2022 (Revised July 2022)
- Teaching Note
Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences
By: Jill Avery
Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales...
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Keywords:
Brand Management;
Virtual Reality;
Augmented Reality;
B2B;
E-commerce;
Technology Platform;
Marketing;
Marketing Communications;
Marketing Strategy;
Brands and Branding;
Digital Marketing;
Internet and the Web;
Growth Management;
Customer Relationship Management;
Customer Value and Value Chain;
Social Media;
Applications and Software;
Digital Platforms;
Advertising Industry;
United States
- 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...
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Keywords:
Online Learning;
Product Ranking;
Assortment Optimization;
Learning;
Internet and the Web;
Product Marketing;
Consumer Behavior;
E-commerce
Ferreira, Kris, Sunanda Parthasarathy, and Shreyas Sekar. "Learning to Rank an Assortment of Products." Management Science 68, no. 3 (March 2022): 1828–1848.
- 2022
- Book
Win from Within: Build Organizational Culture for Competitive Advantage
By: James Heskett
There is significant evidence that an effective organizational culture provides a major competitive edge—higher levels of employee and customer engagement and loyalty translate into higher growth and profits. Many business leaders know this, yet few are doing much to...
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Keywords:
Organizational Culture;
Competitive Advantage;
Organizational Change and Adaptation;
Leadership
Heskett, James. Win from Within: Build Organizational Culture for Competitive Advantage. New York: Columbia University Press, 2022.
- Article
No Team is an Island: How Leaders Shape Networked Ecosystems for Team Success
By: Inga Carboni, Robert Cross and Amy C. Edmondson
Today’s organizations rely on networks of dynamic systems of “agile” teams to get work done. Teams are distributed, transient, and loosely bounded in service of responsiveness and innovation. The key to this new way of doing work is managing the networked ecosystem in...
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Carboni, Inga, Robert Cross, and Amy C. Edmondson. "No Team is an Island: How Leaders Shape Networked Ecosystems for Team Success." California Management Review 64, no. 1 (November 2021): 5–28.
- October 2021 (Revised December 2021)
- Case
Customer-Centric Design with Artificial Intelligence: Commonwealth Bank
By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer...
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Keywords:
Artificial Intelligence;
Customer-centricity;
Banks and Banking;
Customer Focus and Relationships;
Technological Innovation;
Transformation;
Organizational Change and Adaptation;
Performance;
AI and Machine Learning;
Financial Services Industry;
Australia
Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
- August 2021 (Revised March 2022)
- Case
Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences
By: Jill Avery and Rayan Nahas
Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales...
View Details
Keywords:
Brand Management;
Virtual Reality;
Augmented Reality;
B2B;
Technology Platform;
Marketing;
Marketing Communications;
Marketing Strategy;
Brands and Branding;
Digital Marketing;
Internet and the Web;
Growth Management;
Customer Relationship Management;
Customer Value and Value Chain;
Social Media;
E-commerce;
Applications and Software;
Digital Platforms;
Advertising Industry;
United States
Avery, Jill, and Rayan Nahas. "Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences." Harvard Business School Case 522-002, August 2021. (Revised March 2022.)
- 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,...
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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
Sucher, Sandra J., and Shalene Gupta. The Power of Trust: How Companies Build It, Lose It, Regain It. New York: PublicAffairs, 2021.
- 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...
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Keywords:
Government Services;
Behavioral Operations;
Operational Transparency;
Government Administration;
Service Operations;
Programs;
Perception;
Attitudes;
Behavior;
Trust
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.