Customization and Personalization - Publications - Faculty & Research

benedelman.org - personal page, additional writings, and blog

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June 2007
Article

Companies and the Customers Who Hate Them

By: Gail McGovern and Youngme Moon

Keywords: Customers; Business Ventures

Citation

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15 Aug 2024
Blog Post

Learning from Mistakes and Leveraging Personal Experiences: Tiffany Kent (MBA 2001)

strategic choice that clashed with the industry norms of prioritizing rapid asset accumulation, requiring me instead to focus on relationship building. Most importantly, it aligned with my strengths and added a new level of purpose to my... View Details

Keywords: All Industries

07 Apr 2020
Research & Ideas

What Customers Need to Hear from You During the COVID Crisis

media, would need to be rethought. Recognizing that their existing brand creative might strike the wrong tone with people fearful for their own and their community’s health, and anxious about their View Details

Keywords: by Jill Avery and Richard Edelman

2015
Working Paper

Customers and Investors: A Framework for Understanding Financial Institutions

By: Robert C. Merton and Robert T. Thakor

Financial institutions have both investors and customers. Investors, such as those who invest in stocks and bonds or private/public-sector guarantors of institutions, expect an appropriate risk-adjusted return in exchange for the financing and risk-bearing that they... View Details

Keywords: Financial Institutions

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27 Jul 2011
Research & Ideas

Customer Loyalty Programs That Work

The customer rewards cards that clutter wallets and clog key chains of many a shopper may soon be no more, as retailers move from physical to digital (read: mobile apps) forms of loyalty program member... View Details

Keywords: by Maggie Starvish; Retail

Research Summary

Customer Management in Business-to-Business Markets

By: Das Narayandas

Das Narayandas is engaged in ongoing research on vendor firms' management of long-term customer relationships. The initial phase of his research involved identifying vendors that stood to benefit from long-term relationships with select sets of customers and... View Details

September 1996 (Revised March 1999)
Background Note

Sustaining Superior Profits: Customer and Supplier Relationships

Explains relationships between asset specificity, holdup, and vertical integration. In particular, it emphasizes solutions to the holdup problem through vertical integration and contracting. View Details

Keywords: Competition; Vertical Integration

Citation

Educators

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21 Oct 2002
Research & Ideas

The Parable of the Bungled Baggage And the Unhappy Customer

said, "Would Professor Sasser meet the special service agent?"... I was feeling a little uncomfortable because I was going to talk about customer service and customer... View Details

Keywords: by W. Earl Sasser

1 Aug 1993
Conference Presentation

Social and Personal Influences on Professional Artist' Creativity

By: Teresa M. Amabile, E. Phillips and M. A. Collins

Keywords: Creativity; Arts; Social Psychology

Citation

1991
Article

Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

By: Leonard A. Schlesinger and Jeffrey Zornitsky

Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details

Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction

Citation

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20 Sep 2007
Research & Ideas

How to be a Customer

Harvard Business School professor John Quelch writes a blog on marketing issues, called Marketing Know: How, for Harvard Business Online. It is reprinted on HBS Working Knowledge.99 percent of marketing focuses on how to sell to customers. Very little attention is paid... View Details

Keywords: by John Quelch

Apr 19 2017
Testimonial

Leadership Growth is Personal

June 2013
Teaching Note

Bancaja: Developing Customer Intelligence (A) and (B)

By: F. Asis Martinez-Jerez

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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

Citation

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14 May 2012
News

Clayton Christensen On Truth, God and Personal Courage

27 Oct 2014
News

Track Customer Service, but Don't Forget the Financials

Keywords: customer satisfaction; financial results; front line employees; decision making

April 2009 (Revised July 2009)
Exercise

Bringing AMP Home: Personal Case Study

By: Michael L. Tushman

This exercise helps AMP participants build their own personal case study. They develop a gap statement, do formal root cause analysis, and action planning. This exercise is done for each participant and each phase is shared with living group colleagues. View Details

Keywords: Cases; Personal Development and Career; Education; Management

Citation