Publications

February 2022 (Revised August 2022)
Case

Amazon, Expedia, and Antitrust: Meeting Legal and Ethical Responsibilities to Customers

By: Robert J. Dolan

Educators

June 2005 (Revised March 2017)
Teaching Note

Siebel Systems: Organizing for the Customer

By: Robert Simons

Teaching Note to (103-014). The Siebel Systems case describes the unusual accountability and organizing choices made by managers of a successful, rapidly growing software development company. The case is set in 2002, but details the critical decisions made by founder... View Details

Keywords: Management Control Systems; Execution; Organization Design; Structure; Job Design; Diagnostic Control Systems; Customers; Strategy; Organizational Design

November 2003
Article

The Customer Has Escaped

By: Frank V. Cespedes and Paul F. Nunes

Keywords: Customers

01 Oct 2000
News

Edward D. Bullard: The Personal Touch

grandfather invented the first hard hat -- crafted from canvas and glue -- and his father ran the company until his death in 1971. During Jed Bullard's 25-year tenure at E.D. Bullard, the company has grown... View Details

Keywords: Susan Young

2008
Chapter

Models of Customer Value

By: Sunil Gupta and Donald R. Lehmann

Keywords: Customer Value and Value Chain

April 1995 (Revised April 1995)
Case

Pillsbury: Customer Driven Reengineering

By: Robert S. Kaplan

Pillsbury is transforming itself from an integrated producer of flour and bakery products to a value-added supplier of premium branded products. After initial successes applying activity-based costing to manufacturing operations, two senior executives decide to... View Details

Keywords: Organizational Change and Adaptation; Production; Cost Management; Activity Based Costing and Management; Customer Value and Value Chain; Food and Beverage Industry

Educators

05 Dec 2008
News

New Book Reveals How Customer and Employee Ownership Adds Business Value

05 Mar 2019
News

Make Customers Happier with Operational Transparency

August 2013
Teaching Plan

Tyra Banks: Personal Branding (TP)

By: Rohit Deshpandé, Kerry Herman and Annelena Lobb

May 2011
Article

Think Customers Hate Waiting? Not So Fast...

By: Ryan W. Buell and Michael I. Norton

Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The... View Details

Keywords: Customer Relationship Management; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction

Read Now

06 Jul 2020
News

Working Through a Personal Crisis

September 2005 (Revised February 2007)
Supplement

Angels and Devils: Best Buy's New Customer Approach (B)

By: Anita Elberse, John T. Gourville and Das Narayandas

Keywords: Customer Relationship Management; Electronics Industry; Retail Industry

September 6, 2022
Article

Creating a Platform for Costless Personalization in Clothing

By: Shane Greenstein

This study analyzes the role of co-invention in the creation of a platform for print-on-demand-clothing, or PODC. Co-invention is the invention of a new business process to complement new technology, and turn it into a valuable commercial service. PODC copies a design... View Details

Keywords: Print-on-demand-clothing; Customization and Personalization; Digital Platforms; Apparel and Accessories Industry

Read Now

02 Sep 2011
News

Do Customers Hate Waiting?

23 Jan 2019
News

The Promise of Personalized Medicine

and a 501(c)(3) called Cure Rare Disease. With the foundation, Horgan is trying to build something radical: A model for personalizing drug development, with the hopes of saving not only his brother but... View Details

March 1998
Teaching Note

Personality Types: The Myers-Briggs Type Indicator (TN)

By: David A. Thomas and Emily Heaphy

Describes a class design for teaching students about the Myers-Briggs Type Indicator (MBTI). The Ideal Organization exercise is the centerpiece of the class. It demonstrates that people with different cognitive types have distinct preferences for the type of... View Details

Keywords: Job Search; Working Conditions; Personal Development and Career; Situation or Environment; Perception; Integration

November 2011
Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Spreadsheet Supplement (Brief Case)

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity

February 1988
Case

General Electric: Customer Service

By: Frank V. Cespedes

Keywords: Customer Focus and Relationships