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  • 2019
  • Working Paper

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
Related
  • February 2017
  • Case

Yemeksepeti: Growing and Expanding the Business Model through Data

By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin... View Details
Keywords: Entrepreneurial Management; Entrepreneurial Ventures; Turkey; Big Data; Customer Focused Organization; Service Management; Continuous Improvement; Data Analysis; Internet; Growth Strategy; Technological Change; Information Systems; Entrepreneurship; Corporate Strategy; Analytics and Data Science; Analysis; Customer Focus and Relationships; Emerging Markets; Service Operations; Competitive Advantage; Performance Improvement; Internet and the Web; Growth and Development Strategy; Information Technology; Value Creation; Food and Beverage Industry; Turkey
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  • 16 Jan 2006
  • Research & Ideas

What Customers Want from Your Products

researcher then spent a long day in a restaurant seeking to understand the jobs that customers were trying to get done when they hired a milk shake. He chronicled when each milk shake was bought, what other products the customers... View Details
Keywords: by Clayton M. Christensen, Scott Cook & Taddy Hall; Consumer Products
  • 22 Nov 2016
  • First Look

November 22, 2016

neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch down the street. The case focuses on the... View Details
Keywords: Sean Silverthorne
  • 24 Mar 2022
  • Research & Ideas

Rituals at Work: Teams That Play Together Stay Together

lunch from a local restaurant (we cycle 5 restaurants per week with one restaurant per day). Since there are five of us, each one of us gets to pick a View Details
Keywords: by Kristen Senz

    Dennis Campbell

    Dennis W. Campbell is currently the Dwight P. Robinson Jr. Professor of Business Administration at Harvard Business School. His research and teaching activities focus broadly on how management control systems can be designed to balance short-term strategy execution... View Details

    Keywords: restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant
    • Web

    Named Fellowship Funds - Alumni

    entrepreneur, Schiavone has created and run more than 120 different businesses in varied industries including cable television, transportation, sports teams, and restaurants and nightclubs primarily based in his hometown of New Haven,... View Details
    • 26 Jun 2023
    • Research & Ideas

    Want to Leave a Lasting Impression on Customers? Don't Forget the (Proverbial) Fireworks

    example, at the Japanese restaurant chain Santouka Ramen, servers greet guests with a chorus of welcomes in both English and Japanese upon entering, setting the stage for an enjoyable dinner. “The first time someone experiences that, it... View Details
    Keywords: by Michael Blanding; Entertainment & Recreation
    • March 2021
    • Article

    The Customer May Not Always Be Right: Customer Compatibility and Service Performance

    By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
    This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
    Keywords: Customer Compatibility; Satisfaction; Profitability; Service Operations; Customer Relationship Management; Customer Satisfaction; Performance
    Related
    • 2017
    • Working Paper

    Creating the Market for Organic Wine: Sulfites, Certification, and Green Values

    By: Geoffrey Jones and Emily Grandjean
    This working paper examines the history of organic wine, which provides a case study of failed category creation. The modern organic wine industry emerged during the 1970s in the United States and Western Europe, but it struggled to gain traction compared to other... View Details
    Keywords: Product Launch; Failure; Problems and Challenges; Complexity; Governing Rules, Regulations, and Reforms; Agriculture and Agribusiness Industry; Food and Beverage Industry
    Related
    • 16 Apr 2013
    • First Look

    First Look: April 16

    613-080 Chef Davide Oldani and Ristorante D'O This case examines the unique business model of Ristorante D'O, a high end gourmand restaurant located near Milan, Italy. Founded by Chef, Davide Oldani, D'O offers meals at approximately... View Details
    Keywords: Sean Silverthorne
    • Research Summary

    A major area of Professor Torfason's research is the behavior of individual social network structures. He studies the violation of norms – specifically the use of excessive force in conflict situations – within the empirical context of a large online... View Details

    • 17 Feb 2020
    • Sharpening Your Skills

    How Entrepreneurs Can Find the Right Problem to Solve

    the role that your product might fill in the future. If you were coming up with a new restaurant reservation system, this may involve a phone conversation with the party needing a reservation and having you do the actual booking for them,... View Details
    Keywords: by Julia Austin
    • 10 Apr 2012
    • First Look

    First Look: April 10

    Ariely Publication:Health Affairs 31 (February 2012) Abstract Policies that mandate calorie labeling in fast-food and chain restaurants have had little or no observable impact on calorie consumption to date. In three field experiments, we... View Details
    Keywords: Carmen Nobel

      Rosabeth M. Kanter

      Rosabeth Moss Kanter holds the Ernest L. Arbuckle Professorship at Harvard Business School, specializing in strategy, innovation, and leadership for change. Her strategic and practical insights guide leaders worldwide through teaching, writing, and direct... View Details

      Keywords: restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant
      • 16 Nov 2016
      • Research & Ideas

      Turning One Thousand Customers into One Million

      customers in a particular locale. Analyzing their successes, they distilled the factors down to a few, among them density of restaurants and nightlife, destination for holidays and events, availability of strong sports franchises, and... View Details
      Keywords: by Thales S. Teixeira and Michael Blanding; Retail; Transportation; Accommodations
      • January 2024
      • Case

      Flashfood: The Magic of Commitment

      By: Reza Satchu and Patrick Sanguineti
      Josh Domingues had accomplished what countless young entrepreneurs long to achieve: founding a promising company that aspires to make the world a tangibly better place. Shocked to learn that international food waste cumulatively amounted to the world’s third largest... View Details
      Keywords: Entrepreneur; Founder; Startup; Business Model; Business Startups; Food; Applications and Software; Mission and Purpose; Environmental Sustainability; Canada
      Related
      • 28 Jan 2019
      • Research & Ideas

      Forget Cash. Here Are Better Ways to Motivate Employees

      creating peer-to-peer recognition programs in which employees are provided monthly reward points that they can give away to colleagues for work-related wins. Employees who earn a certain number of points can redeem them for various perks, such as a View Details
      Keywords: by Dina Gerdeman
      • 10 Jan 2024
      • Research & Ideas

      Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

      percent or less for bad service. That was the expectation up until COVID.” However, “post-COVID,” as businesses came back from pandemic-induced lockdowns, consumer behavior shifted. “Consumers started to realize the value of waitstaff when the View Details
      Keywords: by Anna Lamb, Harvard Gazette
      • 28 Feb 2022
      • Research & Ideas

      How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

      indicate education levels. In their emails, the researchers asked the same question: “Do you have local restaurant recommendations?” "It wasn't just whether people responded to the requests that we sent; it’s that the quality of the... View Details
      Keywords: by Pamela Reynolds