Customer Ownership - Publications - Faculty & Research

01 Sep 2015
News

Alumni and Faculty Books for September 2015

results—the “service trifecta”; (6) use technology to elevate the most important and eliminate the worst service jobs; (7) take steps to develop a core of customers who are “owners”; and (8) build agile service organizations that learn,... View Details

22 Nov 2006
Research & Ideas

CEO Succession: The Case at Ford

been at a tobacco company. But in fact, at American Express, where he had a significant run, he was running the largest customer for computers perhaps in the world, the American Express travel business. And it was based on that... View Details

Keywords: by Jim Aisner; Auto; Employment

23 Aug 2019
Sharpening Your Skills

Has the Corporate Mission Just Been Disrupted?

their “agency” at every level will be in the best position to create change. Corporate social responsibility in action Activist CEOs Are Rising Up—and Their Customers Are Listening Are product sales affected by the CEO's stance on... View Details

Keywords: by Sean Silverthorne; Green Technology

01 Mar 2010
Op-Ed

A Golden Opportunity for Ford and GM

to move aggressively to secure their market share gains by investing windfall profits to make their auto lineups more competitive for the next decade. That means introducing new designs that offer attractive features, improved fuel efficiency, and better View Details

Keywords: by Bill George; Auto

06 Oct 2009
First Look

First Look: October 6

founder of JetBlue, is forced to confront a crisis in customer confidence following operational difficulties on February 14, 2007. This becomes a vital test of his leadership. Purchase this case:... View Details

Keywords: Martha Lagace

17 Nov 2003
Research & Ideas

The Business of Babies

are relocating for the sole purpose of obtaining coverage. Ambiguous legislation regarding ownership of children. "Court decisions have been all over the map," said Spar. Absence of property rights. "Do you own a child—even... View Details

Keywords: by Julia Hanna; Health

09 Aug 2013
Research & Ideas

Read All About It: Digital CEO Buys Traditional Media!

that Bezos has shown in his leadership at Amazon, including constant commitment to the customer and a long-term approach to innovation, are good news for DC's paper of record. Three Ingredients For Success By: Bharat Anand Henry R. Byers... View Details

Keywords: by Jim Aisner; Journalism & News; Publishing

January 2023
Case

Natura: Weathering the Pandemic at Brazil's Cosmetic Giant

By: Brian Trelstad, Pedro Levindo and Carla Larangeira

Brazil's Natura, a multi-brand cosmetics group, has taken several measures to safeguard the livelihoods of its thousands of employees and millions of sales representatives during the COVID-19 health and economic crisis. The company has also made strides in its efforts... View Details

Citation

Educators

12 Oct 1999
Research & Ideas

Building Bridges: New Dimensions in Negotiation

Kennecott also arranged for an Export-Import Bank loan plus U.S. political risk insurance. The mine's output would then be sold to North American and European industrial customers under long-term supply contracts, with collection rights... View Details

Keywords: by Anita M. Harris

05 Oct 2010
First Look

First Look: October 5, 2010

and market-implied yields fell, and the ability of ratings to predict default deteriorated. We offer several possible explanations for these findings that are linked to existing theories. Download the paper: http://www.hbs.edu/research/pdf/09-051.pdf The Impact of... View Details

Keywords: Sean Silverthorne

14 Mar 2011
Research & Ideas

Water, Electricity, and Transportation: Preparing for the Population Boom

By 2050, the Earth's population will likely exceed 9 billion people, up 30 percent from 6.9 billion today, according to projections from both the US Census Bureau and the United Nations. What's more, the population in the world's cities is expected to increase by 3... View Details

Keywords: by Carmen Nobel

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

Keywords: Health Clubs; Fitness; Gyms; Chain; Weight Loss; Obesity; Exercise; Personal Training; Bally Total Fitness; 24 Hour Fitness; YMCA; Gold's Gym; Curves; Franchise; Franchising; Subscription; Promotional Sales; Promotions; Fixed Costs; Body; Accrual Accounting; Revenue Recognition; Buildings and Facilities; Business Growth and Maturation; Business Model; For-Profit Firms; Trends; Customers; Demographics; Age; Income; Private Equity; Financing and Loans; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Health; Nutrition; Business History; Employees; Retention; Human Capital; Working Conditions; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Markets; Demand and Consumers; Supply and Industry; Industry Growth; Industry Structures; Operations; Service Operations; Franchise Ownership; Private Ownership; Public Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Nonprofit Organizations; Welfare; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Consolidation; Corporate Strategy; Customization and Personalization; Expansion; Segmentation; Hardware; Health Industry; United States

Citation

Educators

Purchase

01 Mar 2023
News

Happy Monday

on that day,” Bernard clarifies. For those employees whose work often requires a Friday presence, as in customer care teams, they work with their managers to take another day of their choosing. As the teams felt their way through the... View Details

Keywords: Jen McFarland Flint; Apparel Manufacturing; Manufacturing

21 Dec 2010
First Look

First Look: December 21

Changes in Ownership and Management of Large West German Family Firms (1960-2008)." Author:Christina Lubinski Publication:Zeitschrift für Unternehmensgeschichte 55, no. 2 (2010) Abstract Large family firms fall between two... View Details

29 Jan 2013
First Look

First Look: Jan. 29

dimension with particular relevance in outsourcing-is the end customer for whom it is produced. The performance benefits of such customer experience remain largely unexamined. We explore this dimension of... View Details

Keywords: Sean Silverthorne

16 Mar 2010
First Look

First Look: March 16

Fahlenbrach Publication:Journal of Financial and Quantitative Analysis (forthcoming) Abstract Large shareholders may play an important role for firm performance and policies, but identifying this empirically presents a challenge due to the endogeneity of View Details

Keywords: Martha Lagace

16 May 2017
First Look

First Look at New Ideas and Research, May 16

Performance By: Li, Shelley Xin, and Tatiana Sandino Abstract—Many service organizations empower frontline employees to experiment with different ways to meet diverse customer needs across different locations. We conducted a field... View Details

Keywords: Re: Multiple Faculty

Web

Dean Srikant Datar’s 2022 Commencement Remarks | About

incentives and trained salespeople to focus on doing what was best for the customer rather than push a particular product to earn a commission. Other organizations have changed processes to enable representatives to focus on building... View Details

09 Sep 2024
News

Basket Chase

the way, you’ll have a significant piece of ownership, and that group of search investors will be your partners. That’s the funded search. RR: And the downside of that is that they take a lot of the ownership for themselves. The... View Details

14 Oct 2008
Research & Ideas

Should You Bring Advertising Expertise In-House?

campaign compare when the tasks are performed internally rather than by an independent outside agency? Ownership of an in-house agency rests with the advertiser and allows the advertiser greater control over matters such as the assignment... View Details

Keywords: by Sarah Jane Gilbert; Advertising

Publications