Customers - Publications - Faculty & Research

28 Feb 2022
News

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

April 2006 (Revised April 2008)
Course Overview Note

Managing Service Operations: Understanding the Customer Operating Role

Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details

Keywords: Service Operations

Citation

June 2023
Article

National Customer Orientation: An Empirical Test across 112 Countries

By: Ofer Mintz, Imran S. Currim and Rohit Deshpandé

Customer orientation is a central tenet of marketing. However, less is known about how customer orientation varies across countries and time. Mintz, Currim, and Deshpandé (Eur. J. Mark., 56: 1014–1041, 2022) propose a country-level construct, national customer... View Details

Keywords: Global Range; Customer Focus and Relationships

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July 2023 (Revised August 2025)
Supplement

Managing Customer Retention at Teleko

By: Eva Ascarza

This exercise aims to teach students about 1)Targeting Policies; and 2)Algorithmic decision making, 3) Retention management. View Details

Keywords: Customer Relationship Management; Telecommunications Industry; Technology Industry; United States

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11 Mar 2015
News

How Self-Service Kiosks Are Changing Customer Behavior

1993
Chapter

Customer Relationships in the 1990s

By: D. B. Crane

Keywords: Customer Focus and Relationships

Citation

November 2004
Article

Bringing Customers Into the Boardroom

By: Gail J. McGovern, David Court, John A. Quelch and Blair Crawford

Citation

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“Thales Teixeira brings a brilliant and incisive intellect—blending fundamental insights with practical guidance—to the urgent question of digital transformation. In the book, he gives us a roadmap for winning the right customers, and for keeping them, amidst... View Details

16 Jun 2020
Research & Ideas

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

The coronavirus shock has disrupted more than jobs, supply chains, and financial markets. Your customer has changed fundamentally, too. The number one task for many companies now is discovering where their B2C and B2B customers have moved to and re-engaging with them.... View Details

Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service

2014
Chapter

Customer Experience and Service Design

By: Uday S. Karmarkar and Uma R. Karmarkar

While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the... View Details

Keywords: Service Design; Service Management; Product Design; Service Operations; Customer Satisfaction; Service Industry

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July 2007 (Revised April 2008)
Teaching Note

Zipcar: Influencing Customer Behavior (TN)

By: Frances X. Frei

Keywords: Customers; Behavior; Transportation Industry

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Customer orientation is a central tenet of marketing. However, less is known about how customer orientation varies across countries and time. Mintz, Currim, and Deshpandé (Eur. J. Mark., 56: 1014–1041, 2022) propose a country-level construct, national customer... View Details

2009
Chapter

Creating Superior Customer Value in a Connected World

By: Ranjay Gulati

"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Consumer Behavior; Product Design; Social and Collaborative Networks; Value Creation

Citation

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

Breakthrough Service is Different.” What is your definition of breakthrough service, and why is it different? Sasser: Breakthrough services are those that provide extraordinary results and a high-quality experience for customers and... View Details

Keywords: by Jim Aisner; Retail

August 1998
Teaching Note

Pillsbury: Customer Driven Reengineering TN

By: Robert S. Kaplan

Teaching Note for (9-195-144). View Details

Keywords: Food and Beverage Industry

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May 2005
Class Lecture

Managing Markets, Segments, and Customers

By: Das Narayandas

Citation

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Awards

Berry-AMA Book Prize for the Best Book in Marketing

By: Sunil Gupta

Winner of the 2006 Berry-AMA Book Prize for the Best Book in Marketing for Managing Customers as Investments: The Strategic Value of Customers in the Long Run (Wharton School Publishing) with Donald R. Lehmann. View Details

06 May 2002
Research & Ideas

A Toolkit for Customer Innovation

"Listen carefully to what your customers want and then respond with new products that meet or exceed their needs." That mantra has dominated many a business, and it has undoubtedly led to great products and has even shaped... View Details

Keywords: by Stefan Thomke & Eric Von Hippel