customer service - Publications - Faculty & Research

18 Aug 2011
Lessons from the Classroom

Business Plan Contest: 15 Years of Building Better Entrepreneurs

classmates Alex Stratoudakis and Emma Taylor. In 15 minutes they present their plan for AfterSteps, a Web-based end-of-life planning service that offers advice and secure storage for legal, financial, personal, and funeral documents. For... View Details

Keywords: by Julia Hanna; Education

15 Apr 2008
First Look

First Look: April 15, 2008

serve significantly diverging customer bases. Such market-type dispersion is likely to compromise the headquarters' ability to control its local managers' behavior and satisfy the divergent needs of different types of customers. In this... View Details

Keywords: Martha Lagace

06 Mar 2007
First Look

First Look: March 6, 2007

this case: http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=707031 Brightcove and the Future of Internet Television Harvard Business School Case 707-457 Brightcove, a technology and services provider to content owners in the... View Details

Keywords: Martha Lagace

23 Aug 2004
Research & Ideas

Strategy for Small Fish

ventures during the venture capital boom of the late 1990s was selecting areas that had no staying power, such as Web calendars or Web-dispatched limousine services. Over time, it was inevitable that these new niches would merge with existing ones. The View Details

Keywords: by Marco Iansiti & Roy Levien

05 Sep 2017
First Look

First Look at New Research and Ideas, September 5, 2017

actionable advice on more robust policies that drive both structural change and competitiveness upgrading. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=53152 Harvard Business School Case 615-022 IDEO: Human-Centered View Details

Keywords: Sean Silverthorne

02 Jun 2010
First Look

First Look: June 2

Business Review 88, no. 6 (June 2010) An abstract is unavailable at this time. Read the preview: http://hbr.org/2010/06/are-you-a-high-potential/ar/1 Altruistic Dynamic Pricing with Customer Regret Authors:Julio J. Rotemberg... View Details

Keywords: Martha Lagace

28 May 2008
First Look

First Look: May 28, 2008

Case 508-074 The largest retailer of diesel fuel in the U.S., Flying J, is rethinking its growth strategy as the economy goes into a recession. Its major customer base, owner-operated truck drivers, are facing increasing costs of doing... View Details

Keywords: Martha Lagace

01 Dec 2012
News

From Where We Stand

across functions, businesses, and your industry. Engage your peers to deliver solutions to real business problems. Know the customer and the competitor. When you are at the top, be a talent magnet and then build the next generation of... View Details

28 Aug 2007
First Look

First Look: August 28, 2007

users or securing their exclusive affiliation--are costly and risky. Describes less costly staged strategies for building two-sided platforms. With the "vendor to two-sided platform" strategy, a firm starts as a vendor selling products or View Details

Keywords: Martha Lagace

02 Jul 2013
First Look

First Look: July 2

service standards in the company's hospitality portfolio, Far East Hospitality. Chan and her small team in the Service Quality and Standards Department (SQSD) for Far East Organization apply to the Singapore... View Details

Keywords: Anna Secino

20 Aug 2007
Research & Ideas

HBS Cases: Using Investor Relations Proactively

retail investors much more as being like customers or employees of the company—even using a computer system to track preferences. They have both received awards by IR magazine for good investor relations. So in some ways these cases show... View Details

Keywords: by Martha Lagace; Energy; Utilities

01 Dec 1997
News

Growing Together

performance. The process helps these organizations measure the volume of services they deliver, determine customer satisfaction, apply special analytic techniques to evaluate performance, and keep the public... View Details

Keywords: Marguerite Rigoglioso and Nancy O. Perry

01 Mar 2008
News

Reimagining China and India

of China and India, not just financial markets and industry structure? Entrepreneurship in India and China is not just about taking companies public. It is also about finding ways around all manner of constraints, many of which originate in social View Details

Keywords: Roger Thompson; Educational Services; Educational Services; Educational Services; Educational Services

09 Mar 2009
Research & Ideas

How to Revive Health-Care Innovation

industry.The challenge that we face—making health care affordable and conveniently accessible to most people—is not unique to health care. Almost every industry began with services and products that were so complicated and expensive to... View Details

Keywords: by Clayton M. Christensen, Jerome H. Grossman, M.D. M.D. & Jason Hwang; Health

22 Nov 2022
Blog Post

Alumni Leaders on Decarbonization Strategies for Combatting Climate Change

focused on climate, but now we are getting to the level of serious investment that reflect the nature of the threat demands. I am again in proud service to this country. Frank Yang (MBA 2006) Founder, President, CEO Liatris, Inc.The most... View Details

01 Feb 1998
News

Women at the Top

Professor of Business Administration, gave the second case presentation on First Direct, a "virtual" bank in England that has built tremendous market share by providing services via telephone. MBA Class of 1960 Professor of Business... View Details

Keywords: Marguerite Rigoglioso and Susan Young

02 Sep 2008
First Look

First Look: September 3, 2008

August 2008) Abstract Choosing duty over pleasure today can cause regret down the road—whereas regret over the reverse is fleeting. Marketers of luxury products and services should consider prompting View Details

Keywords: Sean Silverthorne

01 Mar 2007
News

The Joy of Work

focused, where people feel they are on a mission, actually inspires creativity. An example might be an impending project launch or a customer with a critical need. In these instances, the creative team is concentrating on a problem where... View Details

Keywords: Deborah Blagg; Educational Services; Educational Services; Educational Services; Educational Services

28 Aug 2012
First Look

First Look: August 28

Case 312-106 When MF Global failed in October 2011, it was discovered that $1.6 billion of segregated customer assets was missing. Safeguarding these assets was the firm's responsibility, and in the words of one SEC official, its... View Details

Keywords: Sean Silverthorne

November 2004 (Revised September 2019)
Background Note

The U.S. Health Club Industry in 2004

By: John R. Wells, Gabriel Ellsworth and Benjamin Weinstock

In 2004, the $16.8 billion U.S. health club industry continued its strong record of growth. There were almost 27,000 health clubs in the United States, up from 6,700 two decades earlier, and these clubs claimed 41 million members, over 14% of the U.S. population.... View Details