Publications

October 2004 (Revised November 2004)
Case

AWB Limited

By: Ray A. Goldberg and Hal Hogan

Discusses how to evaluate the performance of the Australia Wheat Board in meeting the needs of its Australian wheat farmers and global consumers. Includes color exhibits. View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Globalized Markets and Industries; Performance Effectiveness; Performance Evaluation; Agriculture and Agribusiness Industry; Australia

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

April 2024
Article

Speaking up and Taking Action: Psychological Safety and Joint Problem-solving Orientation in Safety Improvement

By: Hassina Bahadurzada, Michaela J. Kerrissey and Amy C. Edmondson

Healthcare organizations face stubborn challenges in ensuring patient safety and mitigating clinician turnover. This paper aims to advance theory and research on patient safety by elucidating how the role of psychological safety in patient safety can be enhanced with... View Details

Keywords: Healthcare Operations; Psychological Safety; Teams; Retention; Safety; Customer Satisfaction; Organizational Culture; Performance Evaluation; Health Industry

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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

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Spending his entire private sector career with P&G, Pepper prides himself on heightening P&G’s commitment to customer satisfaction and to creating the “Organization 2005” initiative, which is... View Details

Keywords: Personal Care & Home Products

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

20 Dec 2004
Research & Ideas

How an Order Views Your Company

one's genetic code written into the birth certificate. As a result, problem diagnosis after the product has been in the field has not only become easier, but also so much cheaper for manufacturers. Customer View Details

Keywords: by Sarah Jane Johnston

June 2009
Teaching Note

Online Restaurant Promotions

By: Benjamin Edelman

Teaching Note for [909034]. View Details

Keywords: Service Operations; Customer Satisfaction; Entertainment; Networks; Price; Corporate Strategy; Technology; Service Industry

airline. Bethune mapped out a turnaround strategy, and in one year, Continental went from being ranked worst among the major airlines in customer satisfaction to first. View Details

Keywords: Transportation

Howard Schultz

Not only did Schultz foresee that a large-scale coffee shop chain was a lucrative business, but he maintained Starbucks lead through a combination of customer and employee satisfaction plans. Schultz’s plan... View Details

Keywords: Restaurants & Lodging

01 Dec 2022
News

Case Study: Your Call Is Important to Us

custom voice system, which means there’s a whole range of small- and mid-sized businesses that are underserved,” Sambvani says. With Slang.ai, he’s offering mid-market companies access to these more sophisticated tools that can... View Details

Keywords: Computer Systems Design and Related Services; Professional Services

December 2000
Case

Friona Industries, L.P.

By: Ray A. Goldberg, Carin-Isabel Knoop and Cate Reavis

As the food industry becomes more sophisticated, and as genomics and other factors provide for quality control from the producers to the consumers in the food chain, the beef industry has been one of the last commodity systems to organize the vertical systems to... View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Food; Management Systems; Supply and Industry; Performance Consistency; Quality; Partners and Partnerships; Food and Beverage Industry; Retail Industry

January 2000
Case

The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case

By: Jill Avery and Gerald Zaltman

An in-depth study of consumers' thoughts and feelings about a branded candy bar. View Details

Keywords: Brand Management; Brand Equity; Brand Communication; Brand ＆ Product Management; Brand Building; Brand Positioning; Brand Storytelling; Brand Strategy; Brand Value; Branding; Marketing; Advertising; Customer Satisfaction; Brands and Branding; Consumer Behavior; Food and Beverage Industry; Consumer Products Industry

May 1993
Case

Patient Transfusion Services Lab of Central Blood Bank

By: James L. Heskett

The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services. View Details

Keywords: Health Care and Treatment; Quality; Service Operations; Mathematical Methods; Customer Satisfaction; Health Industry