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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
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  • 31 Mar 2011
  • Research & Ideas

From SpinPop to SpinBrush: Entrepreneurial Lessons from John Osher

Canyon," Sahlman said. "But you have to be realistic. Sometimes you can confuse a rising tide with genius." Operating In A Downturn The panelists and Sahlman agreed that today's economic climate is not only a challenging... View Details
Keywords: by Dennis Fisher; Consumer Products
  • 14 Apr 2022
  • Op-Ed

Let’s Move Forward from COVID—Without Forgetting What We’ve Learned

inequities resulted in team members being unable to bring their whole selves to work, which meant that organizations were operating with sub-optimal contributions. Also, excessive hierarchy that sought to drive efficiencies actually... View Details
Keywords: by Hise O. Gibson and MaShon Wilson
  • 19 Jan 2015
  • Research & Ideas

Is Wikipedia More Biased Than Encyclopædia Britannica?

Zhu, an assistant professor in the Technology and Operations Management unit at Harvard Business School, who details the rise and fall of the information giant in a new working paper. "There has been lots of research on the accuracy of... View Details
Keywords: by Michael Blanding; Publishing
  • June 2013 (Revised January 2016)
  • Case

Château Margaux: Launching the Third Wine

By: Elie Ofek and Eric E. Vogt
Château Margaux, one of only five prestigious estates in the Bordeaux Medoc wine region to have been classified as a "first-growth", is facing a host of strategic decisions in early 2013. Up until this point the estate had been selling two red wines, a first wine whose... View Details
Keywords: New Product Launch; Marketing Plan; Brand Management; Go To Market Strategy; Channels Of Distribution; Wine Industry; Marketing Strategy; Distribution Channels; Product Launch; Brands and Branding; Agriculture and Agribusiness Industry; Food and Beverage Industry; France
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  • 07 Jun 2004
  • Research & Ideas

What Drives Supply Chain Behavior?

be divided into strategic and operational activities. Strategic activities include, among others, long-term capacity planning and network configuration of warehouses, distributors, and retail stores. Examples of View Details
Keywords: by Sarah Jane Johnston
  • 11 Mar 2014
  • First Look

First Look: March 11

to improve operational performance, patient safety, and profitability. The new policy requires coordination between different departments within the hospital, namely the Emergency Department, the Infection Control Unit, and Admission... View Details
Keywords: Sean Silverthorne
  • November 2015 (Revised February 2016)
  • Supplement

Allianz Turkey: Focus on the Customer (B)

By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
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  • 01 Nov 2022
  • Research & Ideas

A Penny for Your Thoughts? For Big-Picture Ideas, the Right Pay Structure Matters

employees to propose new ideas when it came to “narrow-scope innovations” having to do with their particular task, the authors find. For example, a machine operator might suggest ways to limit mechanical breakdowns that are lowering... View Details
Keywords: by Scott Van Voorhis
  • 10 Oct 2017
  • First Look

First Look at New Research and Ideas, October 10, 2017

highlights the key insights from the rich firm-level literature on MNCs. We then focus on how financial conditions in host countries affect the extent of FDI-related capital inflows, shape the operations of foreign firms, and mediate the... View Details
Keywords: Sean Silverthorne
  • 10 Oct 2023
  • Blog Post

Policy Drivers for Environmental Justice: What Businesses Need to Know

SK On, to build three battery manufacturing plants.[62] Two of these plants will be built in Kentucky and the third will be in Tennessee, and the LPO projects that the project will create 5,000 construction jobs and 7,500 operation... View Details
  • Web

Angela Q. Crispi | About

Angela Q. Crispi Bio Angela is the Executive Dean for Administration at Harvard Business School, leading an organization of nearly 2,000 staff with an operating budget of $1 billion. She oversees the execution of the School’s strategy... View Details
  • 28 Feb 2017
  • First Look

First Look at New Research, February 28

Strategies By: Seamans, Robert, and Feng Zhu Abstract—Organizational structures are increasingly complex. In particular, more firms today operate as multi-sided platforms. In this paper, we study how platform firms use repositioning and... View Details
Keywords: Sean Silverthorne
  • 26 Mar 2006
  • Research & Ideas

The Office of Strategy Management

strategy. We have also learned that: (a) Many organizations don't have a consistent way to even describe their strategy, other than in a large strategic planning binder. We believe strongly that organizations need to find a consistent, coherent way to translate their... View Details
Keywords: by Martha Lagace
  • spring 1991
  • Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details
Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry
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  • 19 Oct 2021
  • Research & Ideas

Fed Up Workers and Supply Woes: What's Next for Dollar Stores?

able to make it into stores by Christmas after I get through the inbound trade-lane delays into the distribution centers. We have a terrible mess in intermodal rail. There are bottlenecks all along the system. Gazette:You co-wrote a case study on Dollar General, one of... View Details
Keywords: by Christine Pazzanese, Harvard Gazette; Retail
  • 29 Nov 2021
  • News

How Bonuses Get Employees to Choose Work Over Family

  • fall 1984
  • Article

What Does 'Product Quality' Really Mean?

By: David A. Garvin
Keywords: Product; Quality
Related
  • 01 Sep 2023
  • News

Global Outposts Expand HBS’s Intellectual Footprint

Since taking over as CEO of Tata Steel in 2013, T. V. Narendran had sought to transform India’s oldest steel manufacturing firm to ready it for a rapidly evolving business world. He instilled financial discipline, acquired new businesses, and launched digital... View Details
Keywords: Jennifer Gillespie
  • Web

A Commitment to Sustainability | About

A Commitment to Sustainability We are addressing the challenges and opportunities of sustainability leadership through campus operations and community engagement. Harvard Office of Sustainability 53 % Reduction in waste, CY 2023 54 %... View Details