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Think Customers Hate Waiting? Not So Fast... (Spanish version)
Buell, Ryan W.; Norton, Michael I.Article HBS-F1105BService and Operations ManagementManagers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The prototypical example is the travel website Kayak, which shows customers each airline it searches.) Studies show that customers prefer waiting when the work being done is transparent-even...Starting at €8.20
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Examining Supply-Side Benefits of Virtual Teaching
Ann C. Frost; Tony S. FrostArticle IVEY-9B20TC02-EStrategySome physical classroom experiences can’t be beat, but moving university programs online offers instructors unexpected advantages.Starting at €8.20
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Think Customers Hate Waiting Not So Fast...
Buell, Ryan W.; Norton, Michael I.Article HBS-F1105B-EService and Operations ManagementManagers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The prototypical example is the travel website Kayak, which shows customers each airline it searches.) Studies show that customers prefer waiting when the work being done is transparent-even...Starting at €8.20
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Kyle Evans at Ruffian Apparel: Staffing a Retail Establishment
Ann C. Frost; Kevin HewinsCase IVEY-9B09C008-ELeadership and People ManagementRuffian Kelowna, one of 19 British Columbia Ruffian Apparel locations, is underperforming. Recent management turnover and low unemployment in the region have left Kelowna short-staffed and in need of a new store manager to take over for the interim manager. Both sales and performance results are far below acceptable levels, and the store appears to be floundering. The newly hired B.C. regional manager for Ruffian Apparel is looking into the probl...Starting at €8.20
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Juan Valdez: Innovation in Caffeination
Norton, Michael I.; Dann, JeremyCase HBS-513090-EMarketingCorporate entrepreneurs attempt to revive Colombia's famous Juan Valdez brand in the age of Starbucks, with caf chain and packaged coffee ventures. In the 1970s and '80s, the iconic Juan Valdez ingredient brand was the most recognized in the world of coffee. The success of advertising based on this character garners the Colombian coffee industry price premiums in international markets, especially the US. By the 2000s, Colombia's coffee sector i...Starting at €8.20
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Innovation in Caffeination (Spanish version)
Norton, Michael I.; Dann, JeremyCase HBS-513S20MarketingCorporate entrepreneurs attempt to revive Colombia's famous Juan Valdez brand in the age of Starbucks, with caf chain and packaged coffee ventures. In the 1970s and '80s, the iconic Juan Valdez ingredient brand was the most recognized in the world of coffee. The success of advertising based on this character garners the Colombian coffee industry price premiums in international markets, especially the US. By the 2000s, Colombia's coffee sector i...Starting at €8.20
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The Business of Behavioral Economics (Spanish version)
John, Leslie K.; Norris, Michael; Norton, Michael I.Case HBS-516S15MarketingstickK.com, a website that uses behavioral economics to help users achieve their goals, must choose between a direct-to-consumer or business-to-business model. The case includes a discussion of how principles of behavioral economics can be used to influence behavior, and how an understanding of behavioral economics can inform managerial decisions about product adoption and diffusion.Starting at €8.20
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Making stickK Stick: The Business of Behavioral Economics
John, Leslie K.; Norris, Michael; Norton, Michael I.Case HBS-514019-EMarketingstickK.com, a website that uses behavioral economics to help users achieve their goals, must choose between a direct-to-consumer or business-to-business model. The case includes a discussion of how principles of behavioral economics can be used to influence behavior, and how an understanding of behavioral economics can inform managerial decisions about product adoption and diffusion.Starting at €8.20
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People Often Trust Eloquence More Than Honesty
Rogers, Todd; Norton, Michael I.; Berinato, ScottArticle HBS-F1011D-ELeadership and People ManagementThough we'd like to think that it always pays to be honest, new research from Harvard proves that it doesn't necessarily. A new study that compared viewers' reactions to a candidate's answers to questions in a debate reveals that when the candidate dodged a question eloquently, people liked and trusted him nearly as much as when he gave a direct response. What's more, they preferred artful dodges to honest but less articulate answers. That findin...Starting at €8.20
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Repositioning the Brand (Spanish version)
Keinan, Anat; Avery, Jill; Wilson, Fiona; Norton, Michael I.Case HBS-513S34MarketingWell-established fashion brand Eileen Fisher has traditionally appealed to older women. However, to drive growth, Eileen Fisher's management team wants to target a younger demographic and has revamped its Fall product line to offer more fashionable styles to appeal to younger women. But, repositioning the brand has proven to be harder than expected. This case explores the challenges of appealing to new target markets, without alienating existing ...Starting at €8.20