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- Research Summary
Service Excellence by Design
By: Frances X. Frei
This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see
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- Teaching Interest
Short Intensive Program (SIP): Effective Strategic Philanthropy
Non-profit organizations and social enterprises play an important role in every country in the world: as laboratories for social innovation, as the delivery system for critical goods and services at scale, as the stewards of our cultural heritage, and as advocates for... View Details
- Research Summary
Sovereign Debt as a Contingent Claim: A Quantitative Approach (joint with Fabio Kanczuk)
By: Laura Alfaro
We construct a dynamic equilibrium model with contingent service and adverse selection to quantitatively study sovereign debt. In the model, benefits of defaulting are tempered by higher future interest rates. For a wide parameter, the only equilibrium is one in which... View Details
- Teaching Interest
Strategy and Technology
By: Andy Wu
The Strategy and Technology elective course explores the unique aspects of creating effective strategies for technology-intensive businesses.
- What strategies win in markets with network effects?
- How can technology be... View Details
Keywords: Innovation and Management; Innovation Leadership; Innovation Strategy; Technological Innovation; Patents; Business Strategy; Competitive Advantage; Competitive Strategy; Hardware; Information Technology; Internet; Mobile Technology; Online Technology; Search Technology; Software; Technology Adoption; Technology Networks; Technology Platform; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry
- Teaching Interest
Technology and Operations Management
This course is taught in the MBA required curriculum. It provides students with the foundations necessary to be effective operating managers. During the course students learn to analyze decisions that drive the design, planning, and execution of the activities that... View Details
- Teaching Interest
Technology and Operations Management
By: Chiara Farronato
This course is taught in the MBA required curriculum. It provides students with the foundations necessary to be effective operating managers. During the course students learn to analyze decisions that drive the design, planning, and execution of the activities that... View Details
- Research Summary
The Commercialization of Internet Infrastructure
Why did commercial Internet service initially develop in some geographical areas and not others? What determines the success of businesses? What determines the value of Internet services? The research stream developed the first analysis of the Internet access... View Details
- Forthcoming
- Article
The Evolution of Financial Services in the United States
By: Robin Greenwood, Robert Ialenti and David Scharfstein
This article surveys the literature on the historical growth and transformation of the U.S. financial sector. The sector expanded rapidly between 1980 until 2006, when its contribution to GDP rose from 4.8% to 7.6%. After the Global Financial Crisis, the size of the... View Details
- Research Summary
The Role of Information Technology in the Provision of Services
By: James I. Cash
James I. Cash, Jr. is exploring the role of information technology in service management. Specifically, he is studying the implications of the ubiquity of information technology at three levels in service-providing organizations. (In the United States today, service... View Details
- Research Summary
The Servicification of the U.S. Economy: The Role of Startups versus Incumbent Firms
By: Karen Mills
Over the last few decades, the U.S. economy has exhibited a significant shift from manufacturing towards services. This transition has been particularly prominent in an important subcategory of services industries that drives innovation and employs many high-wage... View Details
- Research Summary
The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services
By: Karen Mills
An active debate has centered on the importance of manufacturing for driving innovation in the U.S. economy. This paper offers an alternative framework that focuses on the role of suppliers of goods and services (the “supply chain economy”) in national performance. We... View Details
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
- Teaching Interest
Transforming Customer Experiences - Executive Education
By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details
- Research Summary
Wall Street Research
By: Paul M. Healy
Wall Street research helps to support a well-functioning capital market by providing investors with information about investment opportunities, and corporate issuers with liquidity for their stocks. Yet surprisingly little is known about how Wall Street research... View Details
- Forthcoming
- Article
What's My Employee Worth? The Effects of Salary Benchmarking
By: Zoë B. Cullen, Shengwu Li and Ricardo Perez-Truglia
While U.S. legislation prohibits employers from sharing information about their employees’
compensation with each other, companies are still allowed to acquire and use more aggregated
data provided by third parties. Most medium and large firms report using this type... View Details
- Forthcoming
- Article
You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance
By: Astrid Marinoni and Maria P. Roche
This paper examines the impact of the expansion of the US Postal Service in the late 19th century
on firm creation and performance. Utilizing newly digitized archival data on historic business establishments,
post office locations, and road networks in California,... View Details
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