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- All HBS Web (301)
- Faculty Publications (140)
Show Results For
- All HBS Web (301)
- Faculty Publications (140)
- 01 Sep 2018
- News
Ask the Expert: Delivering the Goods
relevant? —Rodrigo Abdalla (PLDA 15, 2014) REISNER: If, in spite of regulatory and political pressures, the USPS is permitted to build a long-term, trusted relationship with its carriers and customers, it can continue to change to meet... View Details
Keywords: Jen McFarland Flint
- 2010
- Other Unpublished Work
Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions
By: Jill Avery
An ethnographic study of a brand community following the launch of the Porsche Cayenne SUV finds that brand extensions can negatively affect the value of their parent brands. By studying the collective response to brand extensions of existing consumers and by... View Details
- Research Summary
Overview
By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details
- February 2000 (Revised April 2003)
- Case
InSite Marketing Technology (B)
By: Lynda M. Applegate and Genevieve J.S. Feraud
Provides students an example of partnerships/acquisitions that allow delivery of packaged solutions to customers in the electronic commerce space. View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Entrepreneurship; Partners and Partnerships; Strategy; Business Strategy; Web Services Industry
Applegate, Lynda M., and Genevieve J.S. Feraud. "InSite Marketing Technology (B)." Harvard Business School Case 800-280, February 2000. (Revised April 2003.)
- 18 Sep 2012
- First Look
First Look: September 18
Drawing on authenticity research, we propose that the initial stage of socialization leads to more effective employment relationships when it starts with newcomers expressing their personal identities. In a field experiment carried out in... View Details
Keywords: Sean Silverthorne
- 01 Jun 2020
- What Do You Think?
Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?
habits are changing with the coronavirus pandemic one they leave Amazon, they may be reluctant to return.” “Bac” expressed the following concern: “Amazon better worry about its relationship with law enforcement and facial recognition... View Details
- May 2011
- Article
Think Customers Hate Waiting? Not So Fast...
By: Ryan W. Buell and Michael I. Norton
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The... View Details
Keywords: Customer Relationship Management; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction
Buell, Ryan W., and Michael I. Norton. "Think Customers Hate Waiting? Not So Fast..." Harvard Business Review 89, no. 5 (May 2011).
- 02 Jan 2018
- News
Reconsidering Retirement
fiduciary standard for clients. Rebalance now has $525 million under management, but the real satisfaction comes from seeing clients discover a smarter way to save for retirement. “Our clients are smart, and they know that something... View Details
- Teaching Interest
Overview
By: Rob Markey
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details
Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
- Web
2.5 Disciplinary Outcomes & Sanctions | MBA
Probation (see above) Community service and/or restitution to return/reestablish relationship with HBS Prohibition from attending recruiting, social, and other HBS-sponsored events Loss of elected leadership roles Denial to participate in... View Details
- 21 May 2007
- Research & Ideas
Fixing the Marketing-CEO Disconnect
customer relationship management; not only have the technologies to support CRM changed radically in recent years, but the principles that firms use to serve customers have evolved as well. Q: What are the key challenges in aligning... View Details
Keywords: by Sean Silverthorne
- 2011
- Book
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
By: Fred Reichheld and Rob Markey
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects
Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.
- 18 Dec 2007
- First Look
First Look: December 18, 2007
Working PapersHappiness, Contentment and Other Emotions for Central Banks Authors:Rafael Di Tella and Robert MacCulloch Abstract We show that data on satisfaction with life from over 600,000 Europeans are negatively correlated with the... View Details
Keywords: Martha Lagace
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to realize that things are not that simple. Ultimately, a... View Details
Keywords: by Martha Lagace
- 11 Mar 2001
- Research & Ideas
Wired and Black: Focus on Careers
Black: Career Development in the New Economy," said newly minted MBAs should be able to learn quickly, handle problems, and build relationships with coworkers over workplace divisions. The panelists also advised students to know the... View Details
Keywords: by Carrie Levine
- 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
Keywords: Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Knowledge Sharing; Knowledge Use and Leverage; Performance Improvement
Frei, Frances X. "Exercise: Customer-Operator Letter Writing." Harvard Business School Exercise 608-126, April 2008.
- 14 May 2020
- Blog Post
A PRIDE Farewell
very own @prideathbs accounts. Re-established a working relationship with the HBS LGBT Alumni Association to further club recruiting efforts. Attended the Reaching Out MBA Conference in Atlanta where several of our members landed... View Details
- 26 Jun 2000
- Research & Ideas
What’s an Internet Business Model? Ask a Health Care Professional
of Information Technology at Harvard Medical School), noted that most health care marketing in the past was centered around physicians. The basis of competition in the near future, he predicted, would shift to one driven by consumer View Details
- 10 Nov 2008
- What Do You Think?
How Much Can You Ask of Your Customers?
referrals of new customers, ideas for new products or processes, or even help in the selection of its frontline employees. Of greater significance than satisfaction or even the willingness to recommend the organization to others, these... View Details
Keywords: by Jim Heskett