Publications
Publications
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(6,431)
- Faculty Publications (2,076)
- Forthcoming
- Article
Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment
By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
- Research Summary
Entrepreneurial Management: Customer Discovery and Business Development
This research focuses on: (a) market research methods and tactics suitable to startups seeking their initial customers and validation of their initial business model; (b) guidelines for conducting visits with potential customers as part of the startup ptrocess; and (c)... View Details
- Teaching Interest
Executive Education: Leading Growth through Customer Centricity — India
By: Rajiv Lal
Establishing a strategic advantage in India's highly competitive marketplace requires a systemic shift in focus—away from selling products and toward meeting the needs of customers. But how many companies are prepared to carry out such fundamental change? By... View Details
- Teaching Interest
FIELD Global Immersion
The FIELD Global Immersion course sends student teams into global markets around the world, requiring them to develop a new customer experience, product or service concept for a global partner organization leveraging design thinking innovation techniques. View Details
- Forthcoming
- Article
From Bupkis to Sechel in Health Care
By: Regina E. Herzlinger and Richard Boxer
Fifty years ago, famed economist Milton Friedman declared that “The social responsibility of business is to increase its profits.” This free market manifesto was adopted by the healthcare industry as well. But transactional has evolved into transformational with the... View Details
- Research Summary
Globalization of Human Capital
By: Nitin Nohria
One of the most significant dimensions of the current wave of globalization is the globalization of human capital. Whether it is low cost, skilled manufacturing workers in China, software and customer service professionals in India, or highly skilled employees in... View Details
- Research Summary
How to Manage Customers for Increased Profits and Customer Satisfaction
By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ... View Details
- Forthcoming
- Article
In the Red: Overdrafts, Payday Lending and the Underbanked
By: Marco Di Maggio, Angela Ma and Emily Williams
The reordering of transactions from “high-to-low” is a controversial bank practice thought to maximize fees paid by low-income customers on overdrawn accounts. We exploit multiple class-action lawsuits resulting in mandatory changes to this practice, coupled with... View Details
- Teaching Interest
Leading Product Innovation
By: Stefan H. Thomke
For several years, Apple has ranked as the most innovative business in the world. How does this winning company continue to achieve success in its quest to develop—in the words of Steve Jobs—insanely great products? This program takes a deep dive into the latest... View Details
- Research Summary
Lean Startup Management Practices
Many information technology startups have embraced "lean startup" management practices. Lean startups confront high levels of uncertainty about both customer problems and product solutions: the strength of demand for new... View Details
- Research Summary
Management Control Systems in Multiunit Companies
By: Tatiana Sandino
Professor Sandino conducts research on early-stage multiunit companies that introduce management control systems to help maintain operations, as well as company culture, as they grow, but also to enable adaptation to the different markets that they serve. Building... View Details
- Research Summary
Managing Customer Information
By: Frances X. Frei
After a service offering is implemented, firms routinely collect significant
amounts of data, including customer, employee, and firm financial data. However,
service firms are not nearly as effective as they could be in taking advantage
of these data. This research... View Details
- Research Summary
Managing Marketspace Service Interfaces
Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details
- Research Summary
Managing Networked Businesses
Platform-based businesses that leverage network effects face a distinctive set of management challenges. A platform encompasses components and rules that facilitate interactions between the platform's users. A platform-based product or service exhibits a network... View Details
- Research Summary
Managing Product Development in Rapidly Changing Environments
A consistent finding in many studies of innovation is the repeated failure of established firms when faced with radical changes in their core markets or technologies. Professor MacCormack's research takes the view that many of these failures can be attributed to the... View Details
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- Research Summary
Managing the Manufacturer-Retailer Interface
Janice H. Hammond is studying the impact of coordination on the performance of manufacturing and retail channels. The focus of her research is on the supply "channel", the set of firms that undertakes the chain of activities that begins with acquisition of raw... View Details
- Research Summary
Managing the Operating Role of Customers
By: Frances X. Frei
Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details
- 2015
- Other Teaching and Training Material
Marketing Reading: Digital Marketing
By: Sunil Gupta and Joseph Davin
Digital technology has changed how consumers search for information, interact with each other, and buy products. The popularization of these technologies has made it possible for companies to have a better understanding of their customers' decision journey and... View Details
- Teaching Interest
Marketing Strategies for Profitable Growth—China
By: John A. Deighton
Maintaining quality standards and sustaining profitable growth in China's rapidly evolving marketplace requires powerful marketing strategies that enable organizations to build and nurture long-term customer relationships. To help... View Details