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  • 22 Nov 2016
  • First Look

November 22, 2016

economies, many business enterprises defy traditional industry boundaries. In this study, we evaluate six "big data" approaches to peer firm identifications and show that some, but not all, "wisdom-of-crowd" techniques perform... View Details
Keywords: Sean Silverthorne

    W. Earl Sasser

    Earl Sasser is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University of North Carolina in 1967, and a Ph.D. in... View Details

    Keywords: education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry
    • 2019
    • Working Paper

    The Customer May Not Always Be Right: Customer Compatibility and Service Performance

    By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
    This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
    Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Banking Industry
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    • Web

    Named Fellowship Funds - Alumni

    different businesses in varied industries including cable television, transportation, sports teams, and restaurants and nightclubs primarily based in his hometown of New Haven, Connecticut. He currently runs... View Details
    • February 2017
    • Case

    Yemeksepeti: Growing and Expanding the Business Model through Data

    By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
    In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin... View Details
    Keywords: Entrepreneurial Management; Entrepreneurial Ventures; Turkey; Big Data; Customer Focused Organization; Service Management; Continuous Improvement; Data Analysis; Internet; Growth Strategy; Technological Change; Information Systems; Entrepreneurship; Corporate Strategy; Analytics and Data Science; Analysis; Customer Focus and Relationships; Emerging Markets; Service Operations; Competitive Advantage; Performance Improvement; Internet and the Web; Growth and Development Strategy; Information Technology; Value Creation; Food and Beverage Industry; Turkey
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    • 16 Nov 2016
    • Research & Ideas

    Turning One Thousand Customers into One Million

    customers in a particular locale. Analyzing their successes, they distilled the factors down to a few, among them density of restaurants and nightlife, destination for holidays and events, availability of strong sports franchises, and... View Details
    Keywords: by Thales S. Teixeira and Michael Blanding; Retail; Transportation; Accommodations
    • 28 Jan 2019
    • Research & Ideas

    Forget Cash. Here Are Better Ways to Motivate Employees

    types of work Cash rewards are best suited as a motivator for work that is measured quantitatively, Whillans says. Many studies of the service and sales industries show that cash rewards lead to increased sales and improved customer... View Details
    Keywords: by Dina Gerdeman
    • 10 Jan 2024
    • Research & Ideas

    Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

    percent or less for bad service. That was the expectation up until COVID.” However, “post-COVID,” as businesses came back from pandemic-induced lockdowns, consumer behavior shifted. “Consumers started to realize the value of waitstaff when the View Details
    Keywords: by Anna Lamb, Harvard Gazette
    • 28 Feb 2022
    • Research & Ideas

    How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

    Hotels, restaurants, and other businesses in the service industry often thrive or die depending on whether they provide exemplary customer service, but new research shows that the color of a customer’s skin can determine whether the... View Details
    Keywords: by Pamela Reynolds

      William A. Sahlman

      William Sahlman is a Baker Foundation Professor of Business Administration at Harvard Business School.

      Mr. Sahlman received an A.B. degree in Economics from Princeton University (1972), an M.B.A. from Harvard University (1975), and a Ph.D. in Business... View Details

      Keywords: e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry
      • Web

      HBS - The year in Review

      dining services suppliers, the long-standing contract with Restaurant Associates (RA) was extended. Restaurant Associates’ approach to service and hospitality, including the culture of hospitality,... View Details
      • 16 Jun 2020
      • Research & Ideas

      Your Customers Have Changed. Here's How to Engage Them Again.

      needs. The velocity or rate of adaption that firms need to adjust to a new directional reality will depend on customer demand. Industries with decreasing customer demand—offline entertainment, hospitality, real estate, View Details
      Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service
      • 07 Jul 2021
      • Book

      Good News for Disgraced Companies: You Can Regain Trust

      take this seriously, it can be done." “Michelin wasn’t just being collaborative for the sake of being collaborative,” Sucher and Gupta write. “Its instincts were excellent.” Michelin is once again known for its restaurant ratings and... View Details
      Keywords: by Lane Lambert
      • 01 Mar 2024
      • News

      In Harmony

      Kim at Seoul’s government-built Hoehyeon “Citizens’ Apartments.” Opened in 1970, it stands as a reminder of a Korea from a very different era. Like so many South Koreans of a certain age, Michael ByungJu Kim (MBA 1990) lives in a country where the past lingers,... View Details
      Keywords: Julia Hanna; photographs by Jun Michael Park; private equity; fiction; financial crisis; leadership; Korea

        Brian J. Hall

        Brian J. Hall is the Albert H. Gordon Professor of Business Administration at Harvard Business School. He served as the Unit Head for the Negotiation, Organizations and Markets (NOM) Unit for 14 years. Previously, he was an assistant professor of economics in the... View Details

        Keywords: accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry
        • June 2017 (Revised December 2017)
        • Case

        CJ E&M: KCON Goes Global

        By: Elie Ofek and Michael Norris
        In January of 2017, CJ Entertainment & Media (E&M) proudly announced that it will be holding its first ever KCON in Mexico City just two months later. CJ Group Chairman Jay Lee and Vice Chairwoman Miky Lee are pleased at the progress that KCON, a Korean-oriented music... View Details
        Keywords: Music Entertainment; Cultural Entrepreneurship; Growth and Development Strategy; Food; Music Industry; Music Industry; Music Industry
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          Paige Tsai

          Paige Tsai is PhD candidate in the Technology and Operations Management Unit at Harvard Business School. Her research broadly examines the effects of job design on employees. Her current projects explore the financial and well-being effects of holding multiple jobs,... View Details
          Keywords: service industry; service industry; service industry; service industry
          • 01 Dec 2023
          • News

          Drop Everything, Read This

          The Bookshelf Rick Rubin is one of the greatest music producers of all time. His book, The Creative Act: A Way of Being, is about the creative process and is based on his experiences with era-defining musicians. He encourages the reader to be open to clues and... View Details
          Keywords: Publishing Industries (except Internet); Information
          • 23 Sep 2022
          • Research & Ideas

          8 Strategies to Sustain Business Innovation

          help leaders more successfully innovate and change in their industries as they parse mixed messages about the global economy, with rampant inflation wearing on consumers and investors preparing for recession. Productive Tensions covers... View Details
          Keywords: by Lane Lambert
          • 20 May 2024
          • Blog Post

          Get to Know Class Day Student Speaker Erik Roberts

          by making them really happy—and one way I want to do that is by giving them an incredible dinner. I want folks to leave the meal with some surprise that the food they just loved was mostly plants.” The restaurant View Details