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    • Faculty Publications  (24)

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    • All HBS Web  (446)
      • Faculty Publications  (24)

      Word Of Mouth Remove Word Of Mouth →

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      Online Word of Mouth and Product Review Disagreement
      Word-of-Mouth Referral Module Note
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      • March 2020
      • Technical Note

      Influencer Marketing

      By: Jill Avery and Ayelet Israeli
      Despite a heavy barrage of advertising, most consumers declare that their purchases are most influenced by the experiences, advice, and recommendations of others, and not by marketers. Interpersonal communication between and among consumers serves as a potent path for...  View Details
      Keywords: Influencers; Marketing; Marketing Communications; Brands And Branding; Marketing Strategy; Media And Broadcasting Industry; Advertising Industry; Consumer Products Industry
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      Avery, Jill, and Ayelet Israeli. "Influencer Marketing." Harvard Business School Technical Note 520-075, March 2020.
      • April 2019
      • Supplement

      Final Words of Advice

      By: Robert L. Simons
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      Simons, Robert L. "Final Words of Advice." Harvard Business School Multimedia/Video Supplement 119-714, April 2019.
      • 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...  View Details
      Keywords: Customer Engagement; Adoption Routes; Word-of-mouth; Digital Marketing; Bayesian Estimation; Customers; Communication; Consumer Behavior; Marketing; Online Technology; Data And Data Sets
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      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.)
      • 2019
      • Working Paper

      Market Advisor or Government Mouthpiece: The Role of Sell-Side Analysts in Emerging Markets

      By: Sheng Cao, Xianjie He, Charles C.Y. Wang and Huifang Yin
      During times when the Chinese government wished to prop up the market, sell-side analysts from brokerages with significant government ownership issued relatively less pessimistic (or more optimistic) earnings forecasts, earnings-forecast revisions, and stock...  View Details
      Keywords: Sell-side Analysts; Forecast Optimism; Forecast Accuracy; Government Incentives; Stocks; Forecasting And Prediction; Business And Government Relations; Emerging Markets
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      Cao, Sheng, Xianjie He, Charles C.Y. Wang, and Huifang Yin. "Market Advisor or Government Mouthpiece: The Role of Sell-Side Analysts in Emerging Markets." Harvard Business School Working Paper, No. 18-095, March 2018. (Revised September 2019.)
      • 2017
      • Working Paper

      Seeking to Belong: How the Words of Internal and External Beneficiaries Influence Performance

      By: Paul Green, Francesca Gino and Bradley R. Staats
      In this paper, we examine how connecting to beneficiaries of one’s work increases performance and argue that beneficiaries internal to an organization (i.e., one’s own colleagues) can serve as an important source of motivation, even in jobs that—on the surface—may seem...  View Details
      Keywords: Prosocial Motivation; Belongingness; Motivation; Job Design; Field Experiment; Motivation And Incentives; Strategy; Job Design And Levels
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      Green, Paul, Francesca Gino, and Bradley R. Staats. "Seeking to Belong: How the Words of Internal and External Beneficiaries Influence Performance." Harvard Business School Working Paper, No. 17-073, February 2017.
      • September 2016 (Revised March 2020)
      • Teaching Note

      Fasten: Challenging Uber and Lyft with a New Business Model

      By: Feng Zhu
      Fasten, a new ridesharing start-up in Boston, entered the scene in September 2015 hoping its unique vision of transparency for both driver and passenger and strategy to keep riders' fares low and charge drivers a flat $0.99 fee per ride, as opposed to the 20%–30%...  View Details
      Keywords: Information Technology; Transportation; Business Startups; Business Model; Transportation Industry; Boston
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      Zhu, Feng. "Fasten: Challenging Uber and Lyft with a New Business Model." Harvard Business School Teaching Note 617-019, September 2016. (Revised March 2020.)
      • May 2016 (Revised March 2020)
      • Case

      Fasten: Challenging Uber and Lyft with a New Business Model

      By: Feng Zhu and Angela Acocella
      Fasten, a new ridesharing start-up in Boston, entered the scene in September 2015 hoping its unique vision of transparency for both driver and passenger and strategy to keep riders' fares low and charge drivers a flat $0.99 fee per ride as opposed to the 20-30%...  View Details
      Keywords: Information Technology; Transportation; Business Startups; Business Model; Transportation Industry; Boston
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      Zhu, Feng, and Angela Acocella. "Fasten: Challenging Uber and Lyft with a New Business Model." Harvard Business School Case 616-062, May 2016. (Revised March 2020.)
      • 2014
      • Article

      Drivers and Dynamics of Online Word of Mouth

      By: Frank Nagle and Christoph Riedl
      Keywords: Online Word Of Mouth; Online Communities; Online Product Reviews; Consumer Behavior; Online Technology; Consumer Behavior; Marketing Reference Programs
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      Nagle, Frank, and Christoph Riedl. "Drivers and Dynamics of Online Word of Mouth." Academy of Management Best Paper Proceedings (2014): 1326–1331.
      • 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...  View Details
      Keywords: Customer Engagement; Adoption Routes; Hidden Markov Models; Search; Word-of-mouth; Digital Media; Entrepreneurship; Customer Relationship Management; Search Technology; Mathematical Methods; Consumer Behavior; Entrepreneurship; Marketing Reference Programs; Web Services Industry
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      Lee, Clarence, E. Ofek, and Thomas Steenburgh. "Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?" Working Paper, 2013. (Revise and Resubmit at Management Science.)
      • 2015
      • Working Paper

      Online Word of Mouth and Product Review Disagreement

      By: Frank Nagle and Christoph Riedl
      Studies of online word of mouth have frequently posited―but never systematically conceptualized and explored―that the level of disagreement between existing product reviews can impact the volume and the valence of future reviews. In this study we develop a theoretical...  View Details
      Keywords: Online Word Of Mouth; Online Communities; Viral Marketing; Online Product Reviews; Consumer Behavior; Quality; Online Technology; Consumer Behavior; Marketing Reference Programs; Social And Collaborative Networks
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      Nagle, Frank, and Christoph Riedl. "Online Word of Mouth and Product Review Disagreement." Harvard Business School Working Paper, No. 13-091, May 2013. (Revised May 2015, selected for AOM Best Paper Proceedings.)
      • 15 Dec 2012 - 16 Dec 2012
      • Conference Presentation

      Online Word of Mouth and Product Quality Disagreement

      By: Frank Nagle and Christoph Riedl
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      Nagle, Frank, and Christoph Riedl. "Online Word of Mouth and Product Quality Disagreement." Paper presented at the Workshop on Information Systems and Economics, Association of Information Systems, Orlando, FL, USA, December 15–16, 2012.
      • 28 Sep 2012
      • Conference Presentation

      Online Word of Mouth and Product Quality Disagreement

      By: Frank Nagle and Christoph Riedl
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      Nagle, Frank, and Christoph Riedl. "Online Word of Mouth and Product Quality Disagreement." Paper presented at the Workshop on Information in Networks, Leonard N. Stern School of Business, New York, September 28, 2012.
      • July 2012
      • Article

      iPhones for Friends, Refrigerators for Family: How Products Prime Social Networks

      By: Lalin Anik and Michael I. Norton
      We show that priming consumers with products associated with specific social networks increases the salience of those networks, influencing both word-of-mouth intentions and consumption. Consumers were exposed to friend- or family-related products (e.g., game consoles...  View Details
      Keywords: Family And Family Relationships; Product; Customers; Familiarity; Social And Collaborative Networks
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      Anik, Lalin, and Michael I. Norton. "iPhones for Friends, Refrigerators for Family: How Products Prime Social Networks." Social Influence 7, no. 3 (July 2012): 154–171.
      • June 2012
      • Article

      Pricing to Create Shared Value

      By: Marco Bertini and John T. Gourville
      Many companies are in competition with their customers to extract as much value as possible from every transaction. Pricing is their weapon of choice, and consumers fight back by rooting out and disseminating pricing policies that seem unfair. The problem is that...  View Details
      Keywords: Pricing; Marketing Strategy; Price; Customer Focus And Relationships; Customer Relationship Management; Value Creation; Fairness
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      Bertini, Marco, and John T. Gourville. "Pricing to Create Shared Value." Harvard Business Review 90, no. 6 (June 2012): 96–104.
      • August 2011 (Revised October 2011)
      • Supplement

      Lady Gaga (B)

      By: Anita Elberse and Michael Christensen
      In March 2011, Troy Carter, manager of pop star Lady Gaga, reflects on decisions made regarding his artist's concert tour and faces a new set of challenges regarding the launch of Lady Gaga's new album, Born This Way. Is a huge, expensive launch akin to that of a...  View Details
      Keywords: Music Entertainment; Product Launch; Product Development; Talent And Talent Management; Music Industry
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      Elberse, Anita, and Michael Christensen. "Lady Gaga (B)." Harvard Business School Supplement 512-017, August 2011. (Revised October 2011.)
      • September 2006 (Revised July 2009)
      • Case

      BzzAgent, Inc. - 2005

      By: William A. Sahlman and Caroline Perkins
      Describes a set of financing issues confronting a rapidly growing company that uses "Word-of-Mouth" marketing techniques in promoting research, new products, or services. The company proposes to set the terms for a new round of venture capital it needs and to have...  View Details
      Keywords: Venture Capital; Investment; Marketing Communications; Marketing Strategy; Value
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      Sahlman, William A., and Caroline Perkins. "BzzAgent, Inc. - 2005." Harvard Business School Case 807-057, September 2006. (Revised July 2009.)
      • September 2004 (Revised February 2010)
      • Case

      The Passion of the Christ (A)

      By: John A. Quelch, Anita Elberse and Anna Harrington
      Bob Berney, president of Newmarket Films, must decide on a distribution and marketing strategy for Mel Gibson's controversial new movie, The Passion of the Christ. Fueled by Gibson's star power as well as an extensive prescreening campaign among Christian leaders and...  View Details
      Keywords: Advertising Campaigns; Film Entertainment; Marketing Strategy; Product Launch; Product Positioning; Distribution Channels; Religion; Motion Pictures And Video Industry
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      Quelch, John A., Anita Elberse, and Anna Harrington. "The Passion of the Christ (A)." Harvard Business School Case 505-025, September 2004. (Revised February 2010.)
      • March 2002 (Revised May 2003)
      • Case

      NeoPets, Inc.

      By: Thomas R. Eisenmann and Elizabeth Kind
      NeoPets, a rapidly growing Internet start-up, faces decisions about its international expansion strategy--whether to enter a joint venture with a conglomerate in Singapore to exploit Asian markets as well as which other regions to target. NeoPets allows its...  View Details
      Keywords: Expansion; Global Strategy; Network Effects; Joint Ventures; Business Conglomerates; Age; Online Technology; Product Positioning; Online Advertising; Web Sites; Internet; Corporate Entrepreneurship; Information Technology Industry; Asia; Singapore
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      Eisenmann, Thomas R., and Elizabeth Kind. "NeoPets, Inc." Harvard Business School Case 802-100, March 2002. (Revised May 2003.)
      • November 2001 (Revised March 2002)
      • Case

      Digital Angel

      By: Youngme E. Moon and Kerry Herman
      Digital Angel is considering the appropriate marketing plan for the launch of its new locator device. The device, a watch and pager worn in combination, provides GPS location information and monitors heart rate and body temperature via body sensors. Parents of young...  View Details
      Keywords: Information; Safety; Rights; Market Entry And Exit; Ethics; Product Launch; Brands And Branding; Product Development
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      Moon, Youngme E., and Kerry Herman. "Digital Angel." Harvard Business School Case 502-021, November 2001. (Revised March 2002.)
      • Article

      Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior

      By: Doug Bowman and Das Narayandas
      Keywords: Management; Customers; Contracts; Production; Behavior
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      Bowman, Doug, and Das Narayandas. "Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior." Journal of Marketing Research (JMR) 38, no. 3 (August 2001).
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      Online Word of Mouth and Product Review Disagreement
      Word-of-Mouth Referral Module Note
      → Search All HBS Web
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