Publications

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31 Oct 2018
News

How Bad is Airline Service, Really? And Other Customer Service Complaints

September 2016
Case

Financial Services at Falabella (A)

By: C. Fritz Foley and Agustin M. Hurtado

In 2010, the board and senior management team of Falabella, a leading retailer with operations throughout Latin America, faced choices about what to do with its financial services division. More than 4.5 million customers had CMR credit cards that could be used in... View Details

Keywords: Consumer Credit; Financial Institutions; Personal Finance; Financial Management; Financial Strategy; Corporate Strategy; Banking Industry; Retail Industry; Latin America; Chile; Argentina; Colombia; Peru

Keywords: Jill Radsken; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations

08 Aug 2013
News

Cause Marketing Gets Personal

Amy Schiffman Langer "My life experiences inform my work, and vice versa," says Amy Schiffman Langer (MBA 1977). She has turned physical challenges—breast cancer, a disability, and chronic pain—into a focus... View Details

Research Summary

Managing Marketspace Service Interfaces

By: Jeffrey F. Rayport

Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details

October 2004 (Revised July 2006)
Background Note

The Professional Services Course

By: Ashish Nanda

Outlines the conceptual framework, module structure, and service flow of an MBA course on professional services. View Details

Keywords: Personal Development and Career; Leadership

January 2004 (Revised May 2006)
Case

Yamato Transport: Valuing and Pricing Network Services (A)

By: Felix Oberholzer-Gee, Tarun Khanna and Masako Egawa

Yamato Transport is the leading Japanese parcel delivery company and has dominated its industry for more than two decades. In response to new competitive challenges, Yamato must decide how to reposition itself in the industry and optimize the size of its network. The... View Details

Keywords: Value Creation; Competition; Transportation Networks; Monopoly; Shipping Industry; Japan

Web

Research Computing Services

Personalized support for the HBS community on topics ranging from AI & advanced statistical analyses to high performance computing. Services Statistical & Data Services RCS... View Details

February 2024
Case

SundaySky: Changing Customer Experiences through Personalized Video

By: David C. Edelman and James Barnett

In June 2023, SundaySky CEO Jim Dicso considers growth strategies. The software-as-a-service company provided software to create advertising videos, customer service videos, and other videos, like employee training modules, and had begun to pilot a new generative... View Details

Keywords: Advertising; Strategy; Technology Adoption; AI and Machine Learning; Applications and Software; Growth and Development Strategy; Advertising Industry; Technology Industry; United States

07 Dec 2015
Research & Ideas

The Rise of Personalized Entrepreneurial Finance and Other VC Trends

Over the last ten years, technology has reduced entire catalogues of consumer goods to devices that fit in the palms of our hands. Phones are smarter, networks are faster, and more people have access to more information than ever before.... View Details

Keywords: Re: Josh Lerner; Financial Services; Financial Services

01 Jun 2011
News

Howard Stevenson: The Personal Side

passionate he was about HBS. I knew he would bring his customary relish and gusto, but even I was surprised at the enormous energy he put into it. He had a wonderful impact on our alumni and made deep View Details

Keywords: Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools

25 Mar 2021
Blog Post

Meet the Student Academic Services Support Team at HBS!

the myriad social and co-curricular opportunities available during their time here. So how can they help? The MBA Student & Academic Services Support Services team provides... View Details

Web

European and UK Personal Data Collection Disclosure | HBS Online

information, we may rely on the legal bases of “performance of contract” in order to fulfill our contract with you to provide Services and on “compliance with legal obligation” in order to comply with tax... View Details

23 Jun 2008
Research & Ideas

Innovative Ways to Encourage Personal Savings

have much money to begin with can make savings more feasible or more fun, or both. Given the diversity of financial conditions, social settings, and personal circumstances of families, View Details

Keywords: by Martha Lagace; Financial Services

2023
Working Paper

Personalized Game Design for Improved User Retention and Monetization in Freemium Games

By: Eva Ascarza, Oded Netzer and Julian Runge

One of the most crucial aspects and significant levers that gaming companies possess in designing digital games is setting the level of difficulty, which essentially regulates the user’s ability to progress within the game. This aspect is particularly significant in... View Details

Keywords: Freemium; Retention/churn; Field Experiment; Field Experiments; Gaming; Gaming Industry; Mobile App; Mobile App Industry; Monetization; Monetization Strategy; Games, Gaming, and Gambling; Mobile and Wireless Technology; Customers; Retention; Product Design; Strategy