Customer Management - Publications - Faculty & Research

21 Jan 2014
First Look

First Look: January 21

associated with the program rollout, we use both population based morbidity measures from the Demographic and Health Surveys and health facility based mortality data as reported in the national Health Management Information System. While... View Details

Keywords: Sean Silverthorne

01 Dec 2023
News

Case Study: Staking a Claim

Illustration by Nhung Lê Kate Terry (MBA 2005) knows that no one attends their fifth-grade career fair and comes home hoping to pursue a career in insurance—but that’s exactly where she wound up. “I really fell in love with it,” she says. As cofounder and CEO of... View Details

Keywords: Jen McFarland Flint; Insurance Carriers and Related Activities; Finance

19 Mar 2014
Research & Ideas

A Brand Manager’s Guide to Losing Control

social media managers to monitor Twitter for complaints about their cable service and who reach out to disgruntled customers directly in real time. There's also the @ComcastCares Twitter feed, which... View Details

Keywords: by Carmen Nobel; Advertising

04 May 2015
Research & Ideas

Need to Solve a Problem? Take a Break From Collaborating

problem-solving process. To pursue the efficacy of collaboration the research team developed a straightforward experiment that mirrored real-world problem-solving work. Rather than start from scratch, they customized a platform called... View Details

Keywords: by Carmen Nobel; Video Game; Web Services

Web

Impact of the New Medium - Edwin H. Land & Polaroid | Harvard Business School

Home Site map Map / Directions Search: General Information HBS Home About Annual Report Campus Commencement Dean Nohria Employment Fifty Years of Women Give News New Construction Academic Programs Doctoral Programs Executive Education MBA Summer Venture in View Details

Article

Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006

By: Leonard A. Schlesinger, Fred Sanfilippo, Neeli Bendapudi and Anthony Rucci

Several characteristics of academic health centers have the potential to create high levels of internal conflict and misalignment that can pose significant leadership challenges.

In September 2000, the positions of Ohio State University (OSU) senior vice... View Details

Keywords: Employee Relationship Management; Customer Value and Value Chain; Organizational Structure; Performance Improvement; Customer Satisfaction; Organizational Change and Adaptation; Leading Change; Service Delivery; Satisfaction; Health Care and Treatment; Health Industry; Ohio

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May 2017
Case

Pho Hoa Dorchester

By: Leonard A. Schlesinger, Michael Raiche and Roger Zhu

Pho Hoa is a traditional, family-owned Vietnamese restaurant in Dorchester, Massachusetts that opened in 1992. As he approached retirement in recent years, the founder/owner has scaled down his involvement in the day-to-day operations, leading to a number of... View Details

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23 Oct 2007
First Look

First Look: October 23, 2007

number of overdrafts and, ultimately, customer defaults. The first case, "Central Bank: The ChexSystems(SM) QualiFile(R) Decision," analyzes how QualiFile, a debit-scoring product commercialized by ChexSystems, can be used to... View Details

Keywords: Sean Silverthorne

June 2022 (Revised October 2022)
Background Note

Digital Commerce and Delivery: Preparing Food and Retail Value Chains for a 50-50 World

By: William R. Kerr, Daniel O'Connor, Paige Boehmcke and Will Ensor

Increasing digitalization of grocery retail and quick commerce reveals insights about managing complex supply chains at scale and shifting revenue streams from product sales to data monetization. How are the roles of retailers changing? What happens if marginal cost... View Details

Keywords: Grocery Delivery; Grocery; Digitalization; Fulfillment; Delivery; Supply Chain; Disruption; Food; Supply Chain Management; Market Design; Trends; Value Creation; Goods and Commodities; Customer Value and Value Chain; Digital Transformation; Retail Industry; Food and Beverage Industry; United States; China

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21 Jun 2022
HBS Case

Free Isn’t Always Better: How Slack Holds Its Own Against Microsoft Teams

co-authors include 2021 graduates Kriti Gupta, Mehek Punatar, Poonam Sacheti, and Poorvi Vijay. Microsoft’s scale vs. Slack’s customer engagement On paper, Microsoft appears to have the upper hand. During the two-year period the case... View Details

Keywords: by Lane Lambert; Information Technology; Technology

22 Oct 2007
Research & Ideas

Bringing ‘Lean’ Principles to Service Industries

the line, are not directly replicable in software as there is no line to stop. "What we hope to do," Upton says, "is to distill the relevant aspects of lean manufacturing so that managers can see how these tools were... View Details

Keywords: by Julia Hanna; Computer

03 Aug 2010
First Look

First Look: August 3

PublicationsLords of the Harvest: Symbolic Signaling and Regulatory Approval of Genetically Modified Organisms Authors:Shon R. Hiatt and Sangchan Park Publication:Best Paper Proceedings of the Academy of Management (2010) Abstract Firms... View Details

Keywords: Martha Lagace

14 Nov 2006
First Look

First Look: November 14, 2006

the company's profit agenda. Managing customer-introduced variability, the author argues, is a central challenge for service companies. The first step is to diagnose which type of variability is causing mischief: View Details

Keywords: Sean Silverthorne

01 Jun 2023
News

Curb Appeal

solid waste is managed in the Big Apple. “I think you have with her a very creative and innovative public servant,” says Steven A. Cohen, an authority on waste management in New York City who is the former... View Details

Keywords: Alexander Gelfand; photography by Vance Jacobs; Justice, Public Order, and Safety Activities; Government

26 Mar 2013
First Look

First Look: March 26

ones. Findings: Our key counterintuitive finding is that Japanese and American founders of entrepreneurial firms are more similar than is often suggested. We first find that in both Japan and the U.S., achievement motivation is positively related to View Details

Keywords: Sean Silverthorne

11 Oct 2016
First Look

October 11, 2016

controlling for current performance, and that this relation is driven by the perceptions of middle management and professional staff rather than senior executives, hourly, or commissioned workers. Taken together, these results suggest... View Details

Keywords: Sean Silverthorne

2011
Case

How Fast and Flexible Do You Want Your Information, Really?

By: Thomas H. Davenport and Jim Snabe

Almost all executives want more and faster information, and almost all companies are racing to provide it. What many of them are overlooking is that the real aim should not be faster information but faster decision making, and those aren't the same things. Executives... View Details

Keywords: Management Teams; Information; Service Delivery; Decision Making; Crisis Management

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24 Feb 2009
First Look

First Look: February 24, 2009

distribution services (GDSs)—such as SABRE—to reach travel agents. But GDSs held significant tactical advantages. For example, GDSs had signed long-term exclusive contracts with the corporate customers who were American's best customers.... View Details

Keywords: Martha Lagace

04 Mar 2014
First Look

First Look: March 4

http://ezp-prod1.hul.harvard.edu/login?url=http://dx.doi.org/10.1146/annurev-orgpsych-031413-091305?nosfx=y August 2013 Harvard Business Review Manage Your Work, Manage Your Life By: Groysberg, Boris, and... View Details

Keywords: Sean Silverthorne

November 2010 (Revised April 2011)
Case

Aman Resorts

By: Eugene Soltes and Aldo Sesia

This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details

Keywords: Business Model; Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Employees; Service Delivery; Business Strategy; Accommodations Industry

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