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Tools & Services | Information Technology
leaders who make a difference in the world. We ’ re here to help you identify and implement flexible and easy-to-use tools that empower you to teach, learn, and work more effectively every day. Browse our services to discover what you can... View Details
- 2016
- Working Paper
The Impact of Supplier Inventory Service Level on Retailer Demand
By: Nathan Craig, Nicole DeHoratius and Ananth Raman
To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier's service level on demand from... View Details
- 23 Mar 2012
- News
How to Charge a Fee (Without Starting a Customer Rebellion)
- 2008
- Book
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
- 2011
- Teaching Note
The Haidilao Company
By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business... View Details
- June 2012
- Case
Aman Resorts (Abridged)
By: Eugene Soltes and Aldo Sesia
This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details
- Web
Online Transforming Customer Experiences Course | HBS Online
systematic approach for delivering standout services and experiences that provide a competitive edge and build customer loyalty. 4 weeks 5-6 hours per week 4 modules Self-Paced This course earns you a... View Details
- 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
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
components: actionable customer selection criteria (because resources spent on accounts A and B are not available for accounts C, D, and so on); clarity about the buying process for target customers as it... View Details
Keywords: by Kristen Senz
- 02 Feb 2015
- Working Paper Summaries
Mobile Money: The Effect of Service Quality and Competition on Demand
- Web
Guidelines for Choosing Resources - Research Computing Services
commands , you can write a longer customized statement so that only the MAX MEM is output: [jharvard@rhrcscli01:~]$ bjobs -l | grep -E "Application|IDLE|MAX" Job , User , Project , Application , S IDLE_FACTOR(cputime/ runtime): 0.01 MAX... View Details
- Web
IDEO: Human-Centered Service Design | Information Technology
Facing competition from streaming services and increased piracy, Cineplanet sought IDEO’s expertise. Together, they redesigned every facet of their customer experience—from the company’s website to their... View Details
- 25 Jun 2024
- News
On the Move: Alexis DePree (MBA 2007)
When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment. DePree joined Nordstrom in... View Details
- Web
R and Python - Research Computing Services
instructions about software modules and used in combination with wrapper scripts in the terminal. All versions can be accessed via software modules and custom LSF submission scripts . Please note that R 3.5 cannot be used with RStudio... View Details
- 2012
- Working Paper
Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services
By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing.... View Details
- September–October 2013
- Article
Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services
By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing.... View Details
- Article
Build It, Buy It, or Both? Rethinking the Sourcing of Advertising Services
By: Alvin J. Silk and Marta M. Stiglin
This paper provides an update on the current state of in-house agencies. Whereas traditional consideration of internalizing advertising services was framed as a binary choice of build or buy, today's advertisers frequently pursue hybrid policies of build and buy to... View Details
- 01 Nov 2018
- News