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- October 2024
- Article
Canary Categories
By: Eric Anderson, Chaoqun Chen, Ayelet Israeli and Duncan Simester
Past customer spending in a category is generally a positive signal of future customer spending. We show that there exist “canary categories” for which the reverse is true. Purchases in these categories are a signal that customers are less likely to return to that...
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Keywords:
Churn;
Churn Management;
Churn/retention;
Assortment Planning;
Retail;
Retailing;
Retailing Industry;
Preference Heterogeneity;
Assortment Optimization;
Customers;
Retention;
Consumer Behavior;
Forecasting and Prediction;
Retail Industry
Anderson, Eric, Chaoqun Chen, Ayelet Israeli, and Duncan Simester. "Canary Categories." Journal of Marketing Research (JMR) 61, no. 5 (October 2024): 872–890.
- September 2024
- Supplement
National Public Broadcasting (B)
By: Richard S. Ruback and Royce Yudkoff
Pre-abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: This (B) case supplement is designed for use by faculty only to support classroom instruction in conjunction with "National...
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Keywords:
Financial Strategy;
Financial Management;
Media;
Ownership;
Strategy;
Advertising;
Decision Making;
Entrepreneurship;
Financing and Loans;
Mergers and Acquisitions;
Private Equity;
Journalism and News Industry;
Media and Broadcasting Industry;
United States
Ruback, Richard S., and Royce Yudkoff. "National Public Broadcasting (B)." Harvard Business School Multimedia/Video Supplement 225-706, September 2024.
- 2024
- Working Paper
The Operational Impact of Customer Location in On-Demand Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer...
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- July–August 2024
- Article
Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals
By: Ta-Wei Huang and Eva Ascarza
Firms are increasingly interested in developing targeted interventions for customers with the best response,
which requires identifying differences in customer sensitivity, typically through the conditional average treatment
effect (CATE) estimation. In theory, to...
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Keywords:
Long-run Targeting;
Heterogeneous Treatment Effect;
Statistical Surrogacy;
Customer Churn;
Field Experiments;
Consumer Behavior;
Customer Focus and Relationships;
AI and Machine Learning;
Marketing Strategy
Huang, Ta-Wei, and Eva Ascarza. "Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals." Marketing Science 43, no. 4 (July–August 2024): 863–884.
- July 2024
- Article
How Artificial Intelligence Constrains Human Experience
By: A. Valenzuela, S. Puntoni, D. Hoffman, N. Castelo, J. De Freitas, B. Dietvorst, C. Hildebrand, Y.E. Huh, R. Meyer, M. Sweeney, S. Talaifar, G. Tomaino and K. Wertenbroch
Many consumption decisions and experiences are digitally mediated. As a consequence, consumer behavior is increasingly the joint product of human psychology and ubiquitous algorithms (Braun et al. 2024; cf. Melumad et al. 2020). The coming of age of Large Language...
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Keywords:
Large Language Model;
User Experience;
AI and Machine Learning;
Consumer Behavior;
Technology Adoption;
Risk and Uncertainty;
Cost vs Benefits
Valenzuela, A., S. Puntoni, D. Hoffman, N. Castelo, J. De Freitas, B. Dietvorst, C. Hildebrand, Y.E. Huh, R. Meyer, M. Sweeney, S. Talaifar, G. Tomaino, and K. Wertenbroch. "How Artificial Intelligence Constrains Human Experience." Journal of the Association for Consumer Research 9, no. 3 (July 2024): 241–256.
- June 2024
- Case
Caesars Entertainment: Governance on the Road to Bankruptcy
By: Kristin Mugford
Caesars Entertainment was a large casino operator in the United States that had been purchased in a 2008 leveraged buyout by Apollo and TPG. In January 2015, Caesars Entertainment Operating Company (CEOC), its largest subsidiary, filed for Chapter 11. This set up a...
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Keywords:
Gaming;
Chapter 11;
Fraudulent Conveyance;
Apollo;
TPG;
Bankruptcy;
Leveraged Buyouts;
Restructuring;
Capital Structure;
Insolvency and Bankruptcy;
Private Equity;
Financial Management;
Lawsuits and Litigation;
Negotiation;
Games, Gaming, and Gambling;
Entertainment and Recreation Industry;
Las Vegas
Mugford, Kristin. "Caesars Entertainment: Governance on the Road to Bankruptcy." Harvard Business School Case 224-108, June 2024.
- June 2024
- Case
SnapTravel: Betting on 'Super.com'
By: Reza Satchu and Tom Quinn
This case explores SnapTravel, a travel startup offering discounted hotel rooms, and its founders’ desire to pivot to a “super app” that saved customers money across many different purchase types. During the COVID-19 pandemic, Hussein Fazal and Henry Shi saw SnapTravel...
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Keywords:
Business Growth and Maturation;
Business Plan;
Business Startups;
Change Management;
Disruption;
Transformation;
Volatility;
Customer Focus and Relationships;
Customer Value and Value Chain;
Decisions;
Income;
Entrepreneurship;
Geographic Scope;
Cross-Cultural and Cross-Border Issues;
Health Pandemics;
Surveys;
Knowledge Acquisition;
Knowledge Use and Leverage;
Leading Change;
Crisis Management;
Goals and Objectives;
Risk Management;
Consumer Behavior;
Game Theory;
Risk and Uncertainty;
Adaptation;
Diversification;
Expansion;
System Shocks;
Accommodations Industry;
Technology Industry;
Canada;
United States;
Las Vegas
- June 2024
- Article
Information Spillovers in Experience Goods Competition
By: Zhuoqiong Charlie Chen, Christopher Stanton and Catherine Thomas
When experience goods compete, consuming one product can be informative about value for similar untried products. We study a two-period model of duopoly competition in markets that have this feature and where firms can price discriminate between consumers based on...
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Chen, Zhuoqiong Charlie, Christopher Stanton, and Catherine Thomas. "Information Spillovers in Experience Goods Competition." Management Science 70, no. 6 (June 2024): 3923–3950.
- May 2024
- Supplement
DRSi (A)
By: Richard S. Ruback and Royce Yudkoff
In March of 2019, Jen Ransom Fuller purchased DRSi. DRSi, located in Bellevue, Washington, printed and reproduced architectural plans and drawings. Fuller planned to use her first year of ownership to learn the business and to run it in much the same way as the seller....
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Keywords:
Acquisition;
Small Business;
Cost vs Benefits;
Decisions;
Business Education;
Corporate Entrepreneurship;
Leadership Style;
Leading Change;
Business or Company Management;
Problems and Challenges;
Health Pandemics;
Selection and Staffing;
Employee Relationship Management;
Production;
Logistics;
Safety;
United States;
Washington (state, US)
Ruback, Richard S., and Royce Yudkoff. " DRSi (A)." Harvard Business School Multimedia/Video Supplement 224-717, May 2024.
- May 2024
- Supplement
DRSi (B)
By: Richard S. Ruback and Royce Yudkoff
Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: In March of 2019, Jen Ransom Fuller purchased DRSi. DRSi, located in Bellevue, Washington, printed and reproduced... View Details
Abstract: In March of 2019, Jen Ransom Fuller purchased DRSi. DRSi, located in Bellevue, Washington, printed and reproduced... View Details
Keywords:
Acquisition;
Small Business;
Cost vs Benefits;
Decisions;
Business Education;
Corporate Entrepreneurship;
Leadership Style;
Leading Change;
Business or Company Management;
Problems and Challenges;
Health Pandemics;
Selection and Staffing;
Employee Relationship Management;
Production;
Logistics;
Safety;
Washington (state, US);
United States
Ruback, Richard S., and Royce Yudkoff. " DRSi (B)." Harvard Business School Multimedia/Video Supplement 224-718, May 2024.
- May 2024
- Supplement
Forest Park Capital (A)
By: Richard S. Ruback and Royce Yudkoff
During the Covid-19 Pandemic in 2020, Betsy Harbison formed the search fund Forest Park Capital with the intention of purchasing a small business. The case conveys the details of Betsy’s final decision at the terminus of her search, between a software company...
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Keywords:
Search Fund;
Entrepreneurship Through Acquisition;
Acquisition;
Small Business;
Cost vs Benefits;
Decisions;
Business Education;
Corporate Entrepreneurship;
Leadership Style;
Business or Company Management;
Problems and Challenges;
Tourism Industry;
Web Services Industry;
North America;
Missouri
Ruback, Richard S., and Royce Yudkoff. "Forest Park Capital (A)." Harvard Business School Multimedia/Video Supplement 224-719, May 2024.
- May 2024
- Supplement
Forest Park Capital (B)
By: Richard S. Ruback and Royce Yudkoff
During the Covid-19 Pandemic in 2020, Betsy Harbison formed the search fund Forest Park Capital with the intention of purchasing a small business. The case conveys the details of Betsy’s final decision at the terminus of her search, between a software company...
View Details
Keywords:
Search Fund;
Entrepreneurship Through Acquisition;
Acquisition;
Small Business;
Cost vs Benefits;
Decisions;
Business Education;
Corporate Entrepreneurship;
Leadership Style;
Leading Change;
Business or Company Management;
Problems and Challenges;
Tourism Industry;
Web Services Industry;
North America;
Missouri
Ruback, Richard S., and Royce Yudkoff. "Forest Park Capital (B)." Harvard Business School Multimedia/Video Supplement 224-720, May 2024.
- May 2024 (Revised May 2024)
- Case
Market by Met Council: Revolutionizing Food Pantries in the Digital Age
By: Elisabeth Paulson and Michael W. Toffel
In fall 2023, the Food Program of Met Council—America’s largest Jewish charity dedicated to fighting poverty—completed the rollout of the newest version of its digital pantry platform to twelve food pantries in the Met Council food pantry network. The digital...
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Keywords:
Customer Focus and Relationships;
Digital Transformation;
Nonprofit Organizations;
Service Operations;
Human Needs
Paulson, Elisabeth, and Michael W. Toffel. "Market by Met Council: Revolutionizing Food Pantries in the Digital Age." Harvard Business School Case 624-060, May 2024. (Revised May 2024.)
- April 2024 (Revised June 2024)
- Case
New Belgium Brewing and Climate Change
By: Michael W. Toffel, Kenneth P. Pucker and Michael Norris
In 2023, Colorado-based craft brewery New Belgium Brewing was considering how best to meet its emissions reduction targets. After decades of growth, the beermaker had grown to become one of the largest craft brewers in the U.S., and was purchased in 2019 by Japanese...
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- April 2024
- Article
Pay-As-You-Go Insurance: Experimental Evidence on Consumer Demand and Behavior
By: Raymond Kluender
Pay-as-you-go contracts reduce minimum purchase requirements which may increase market participation. We randomize the introduction and price(s) of a novel pay-as-you-go contract to the California auto insurance market where 17 percent of drivers are uninsured. The...
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Kluender, Raymond. "Pay-As-You-Go Insurance: Experimental Evidence on Consumer Demand and Behavior." Review of Financial Studies 37, no. 4 (April 2024): 1118–1148.
- March 2024
- Supplement
Madrigal: Conducting a Customer-Base Audit
By: Eva Ascarza, Peter Fader, Bruce G.S. Hardie and Michael Ross
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an...
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- March 2024
- Supplement
Madrigal: Conducting a Customer-Base Audit
By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an...
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- March 2024
- Supplement
Madrigal: Conducting a Customer-Base Audit
By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an...
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- March 2024
- Teaching Note
Madrigal: Conducting a Customer-Base Audit
By: Eva Ascarza, Peter S. Fader, Bruce Hardie and Michael Ross
Teaching Note for HBS Case No. 524-046. This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in...
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- March 2024
- Case
Madrigal: Conducting a Customer-Base Audit
By: Eva Ascarza, Bruce Hardie, Michael Ross and Peter S. Fader
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an...
View Details
Keywords:
Customer Relationship Management;
Analytics and Data Science;
Growth and Development Strategy;
Customer Value and Value Chain;
Retail Industry;
United States
Ascarza, Eva, Bruce Hardie, Michael Ross, and Peter S. Fader. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Case 524-046, March 2024.