Publications

September 2020 (Revised June 2021)
Case

Gong: Resonating Conversational Insights

By: Alison Wood Brooks and Trevor Spelman

In 2015, Amit Bendov was struck by a realization about a new technology that might be able to transcribe musical notation in real-time, which eventually became known as Gong. Gong’s business proposition was simple: provide software that automatically captures,... View Details

Keywords: Applications and Software; Technological Innovation; Communication; Performance Effectiveness; Sales; Customer Satisfaction; Competitive Strategy

May 1999
Background Note

Note on Behavioral Pricing

By: John T. Gourville

The note introduces the behavioral or psychological aspects of consumer price acceptance. Begins by reviewing the traditional economic approach to product pricing and consumer price acceptance--namely, that consumers should be willing to purchase anytime a product's... View Details

Keywords: Customer Satisfaction; Decisions; Fairness; Price; Marketing Strategy; Behavior; Perspective; Public Opinion

September 1999 (Revised February 2004)
Case

WebSpective Software, Inc. (A)

By: Michael J. Roberts, Joseph B. Lassiter III, John T. Gourville and Sun Ming Wong

Describes the situation at WebSpective, a software company that develops products to help companies manage the network of servers that support their Websites. Describes the use of "concept engineering" tools to interview customers, determine their needs and the... View Details

Keywords: Entrepreneurship; Management Practices and Processes; Customers; Customer Focus and Relationships; Communication Intention and Meaning; Product Development; Product Marketing; Management Analysis, Tools, and Techniques; Customer Satisfaction; Marketing Strategy; Information Technology Industry

01 Jun 2020
What Do You Think?

Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?

product offerings, start treating the third party suppliers like partners, and invest in local distribution centers.” Other concerns included those associated with changing customer shopping habits, the use of new technologies, and... View Details

Keywords: by James Heskett; Retail

February 2000 (Revised April 2001)
Case

Boston Medical Group

By: Richard M.J. Bohmer and Bruce L. Hall

Describes the structure of a variable compensation plan for physicians implemented by a Massachusetts medical group practice. Examines issues such as balancing group and individual risk and selection of performance metrics (productivity and patient satisfaction). View Details

Keywords: Customer Satisfaction; Health Care and Treatment; Executive Compensation; Management Practices and Processes; Risk Management; Standards; Risk and Uncertainty; Health Industry

11 Oct 2004
Research & Ideas

Four Ways to Create Lasting Change

generations of a customer-satisfaction program at a large American retailer, dubbed "Alpha Corporation" for the sake of confidentiality. The first of Alpha's customer satisfaction programs,... View Details

Keywords: by Martha Lagace

November 2001 (Revised October 2017)
Supplement

Store24 (B): Service Quality and Employee Skills

By: Frances X. Frei and Dennis Campbell

Supplements the (A) case. View Details

Keywords: Customer Satisfaction; Employees; Service Delivery; Retail Industry

30 Apr 2019
First Look

New Research and Ideas, April 30, 2019

forthcoming Compensation & Benefits Review The Power of Workplace Rewards: Using Self-Determination Theory to Understand Why Reward Satisfaction Matters for Workers Around the World By: Landry, Anais Thibault, and A.V. Whillans... View Details

Keywords: Dina Gerdeman

07 Nov 2005
What Do You Think?

Is Less Becoming More?

Too much innovation merely increases complexity without creating economic benefits for either the producer or the consumer. In his book, The Paradox of Choice, Barry Schwartz maps the adverse impact of what he calls the "culture of abundance" on everything... View Details

Keywords: by James Heskett; Consumer Products

2010
Other Unpublished Work

Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions

By: Jill Avery

An ethnographic study of a brand community following the launch of the Porsche Cayenne SUV finds that brand extensions can negatively affect the value of their parent brands. By studying the collective response to brand extensions of existing consumers and by... View Details

Keywords: Brands; Brand Management; Brand Positioning; Brand Equity; Internet; Social Media; Customers; Customer Focus and Relationships; Customer Satisfaction; Marketing; Brands and Branding; Marketing Strategy; Auto Industry

06 Jun 2012
What Do You Think?

Is Something Wrong with the Way We Work?

created by customers and clients and their increasing expectations that we be available day and night. Even more can be laid at the feet of leadership. But ultimately the primary culprit is us. That's my sense of the comments concerning... View Details

Keywords: by James Heskett; Consulting

March 1991 (Revised October 1991)
Background Note

Manage Orders, Satisfy Customers, Make Money

By: Benson P. Shapiro and John J. Sviokla

Keywords: Customer Satisfaction; Order Taking and Fulfillment

16 Mar 2010
First Look

First Look: March 16

his team undertake a systematic analysis of the drivers of customer satisfaction and branch network profitability and, based on the results, must decide how to change TD-Canada Trust's branch compensation... View Details

Keywords: Martha Lagace

June 2011
Teaching Note

Red Lobster (TN)

By: Jason Riis

Teaching Note for 511-052. View Details

Keywords: Markets; Research; Opportunities; Customer Satisfaction; Sales; Segmentation; Food; Food and Beverage Industry

January–February 2024
Article

Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments

By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh

Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details

Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement

April 2008 (Revised March 2015)
Case

TheLadders (A)

By: Peter A. Coles, Benjamin Edelman, Brian J. Hall and Nicole Bennett

Despite strong appeal among job seekers and outside recruiters, TheLadders' corporate job listings seem to lag. Could raising prices help solve the problem? TheLadders considers this strategic paradox. View Details

Keywords: Customer Satisfaction; Price; Recruitment; Job Search; Marketing Strategy; Employment Industry

May 2004
Article

Brands as Beacons: A New Source of Loyalty to Multiproduct Firms

By: Bharat Anand and Ron Shachar

Keywords: Brands and Branding; Customer Satisfaction; Product; Business Ventures