MIT Sloan Management Review

In surveys, customers have long claimed that they'd pay more for ethically produced goods. But is that what happens when they actually buy things? New experiments offer answers.

Service companies shouldn't worry about teaching their customers too much.

People are connecting with one another in increasing numbers, thanks to blogs, social networking sites like MySpace and countless communities across the Web. Some companies are learning to turn this growing groundswell to their advantage.

Brands have a life and meaning independent of what their initiators intended. Managers must shepherd a brand‘s evolution so that the brand does not lose its roots in the past.

In an increasingly environmentally conscious and cost-conscious world, suppliers can make their business both more sustainable and more profitable by focusing on services that extend the efficiency and value of their products.

Online retailers must distinguish themselves in three aspects of a transaction: customer interaction with the Web site, delivery of the product and ability to address problems when they occur

Effective product returns strategies and programs can result in increased revenues, lower costs, improved profitability and enhanced levels of customer service.

Customers frequently play key roles in the delivery of services. But if customers fail in those roles, their experiences may be unsatisfactory for them -- and for the companies with which they do business.

Negative services -- those that are needed in emergencies, when problems arise or to ensure against unwanted outcomes -- are part of most businesses and central to many. Their very nature presents unique growth challenges.

INTELLIGENCE: RESEARCH BRIEF: Assessing the role of electronic product-recommendation systems.