Publications
Publications
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(3,596)
- Faculty Publications (997)
- June 2008
- Case
Rackspace Hosting in Late 2000
By: James L. Heskett and W. Earl Sasser
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details
- 2008
- Book
Business Market Management: Understanding, Creating, and Delivering Value
By: James C. Anderson, James A. Narus and Das Narayandas
For business-to-business marketing courses. The authors build the book around a framework of understanding, creating, and delivering value. View Details
- Article
Unconventional Insights for Managing Stakeholder Trust
By: Michael Pirson and Deepak Malhotra
Initiatives to build and maintain trust with various stakeholders, including customers, employees, suppliers and investors, are at the top of the executive agenda at many organizations. But most companies don't really understand how to manage stakeholder trust... View Details
- May 2008 (Revised September 2014)
- Teaching Note
TD Canada Trust (A), (B), and (C)
By: Dennis Campbell
- April 2008 (Revised October 2008)
- Case
TD Canada Trust (A): The Green and the Red
By: Dennis Campbell and Brent Kazan
The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers... View Details
- April 2008
- Case
Engstrom Auto Mirror Plant: Motivating in Good Times and Bad
By: Michael Beer and Elizabeth Collins
In May 2007, the Engstrom Auto Mirrors plant, a relatively small supplier based in Indiana, faces a crisis. The business was in the second year of a downturn. Sales had started to decline in 2005; a year later, plant manager Ron Bent had been forced to lay off more... View Details
- April 2008
- Exercise
Exercise: Customer-Operator Letter Writing
By: Frances X. Frei
The exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class.... View Details
- April 2008
- Teaching Note
Exercise: Customer-Operator Letter Writing (TN)
By: Frances X. Frei
Teaching Note for [608126]. View Details
- April 2008
- Module Note
Improvement with Customer-Operators
By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details
- April 2008
- Module Note
Service Design in the Context of Customer-Operators
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on... View Details
- 2008
- Working Paper
Organizational Design and Control across Multiple Markets: The Case of Franchising in the Convenience Store Industry
By: Dennis Campbell
Many companies operate units which are dispersed across different types of markets, and thus serve significantly diverging customer bases. Such market-type dispersion is likely to compromise the headquarters' ability to control its local managers' behavior and... View Details
- March 2008 (Revised March 2009)
- Case
Transforming AMFAM
By: Rakesh Khurana, Rajiv Lal and Cathy Ross
On a winter day in December 2007 at the American Family Mutual Insurance Company (AMFAM) headquarters in Madison, Wisconsin, Dave Anderson and Jack Salzwedel remained in the conference room after the senior management meeting had concluded. Anderson, CEO of AMFAM since... View Details
- March 2008
- Background Note
Marketing Input and Innovation Strategy
By: Elie Ofek
This note develops a framework for considering the challenges of incorporating marketing input when setting innovation strategy. The framework lays out the possible innovation opportunities a firm can entertain and describes how the customer knowledge gained from... View Details
- March 2008 (Revised March 2009)
- Case
Purolator Courier Ltd.
By: Rajiv Lal and Catherine Ross
On a fall day in September 2003, Robert Swanborough made his way down a thickly carpeted hallway in Purolator's headquarters in Toronto, Canada, toward a meeting with his two deputies. Several months earlier, Swanborough, then vice-president of Marketing, had been... View Details
- March 2008
- Article
Linguistic Network Configurations: Management of Innovation in Design-intensive Firms
By: Claudio Dell'Era, Alessio Marchesi and Roberto Verganti
In today's business and academic arenas, design is more and more viewed as an important strategic resource. In fact, over the last couple of years, we have seen a real explosion in business and research literature that see scholars and companies alike trying to... View Details
- February 2008 (Revised April 2009)
- Case
Citigroup: Re-Branding in 2007 (A)
By: Rohit Deshpandé and Carin-Isabel Knoop
With its history of growth through acquisition, Citigroup has a conglomeration of sub-brands that need to be integrated and rationalized. Ajay Banga, CEO of Citi's Global Consumer Group International, chairs a task force to work through the process of re-branding the... View Details
- 2008
- Working Paper
Contracting for Servicizing
Servicizing, a novel business practice that sells product functionality rather than products, has been touted as an environmentally beneficial business practice. This paper describes how servicizing transactions mitigate some problems associated with sales... View Details
- January 2008 (Revised May 2008)
- Case
Comcast New England: A Journey of Organizational Transformation
By: Michael Beer and Anita Arun
This case describes how Kevin Casey, Comcast's New England Region general manager, transformed a low commitment and performance organization. When he took charge of this Comcast region he inherited an organization that was bureaucratic, had low customer satisfaction,... View Details
- January 2008 (Revised October 2015)
- Case
Taiwan Semiconductor Manufacturing Company Limited: A Global Company's China Strategy
By: William C. Kirby, Michael Shih-Ta Chen and Keith Wong
After fifty-five years in the semiconductor industry, Morris Chang, founder and Chairman of Taiwan Semiconductor Manufacturing Company (TSMC), was seeing a change. After four decades of regular double-digit growth the industry was still growing-but now at a much slower... View Details
- January 2008 (Revised April 2008)
- Teaching Note
Pilgrim Bank (B): Customer Retention (TN)
By: Frances X. Frei and Dennis Campbell
Teaching Note for [602095]. View Details