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  • Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Related
  • 02 Jun 2010
  • First Look

First Look: June 2

Leaders of organizations in the social sector are under growing pressure to demonstrate their impacts on pressing societal problems such as global poverty. We review the debates around performance and... View Details
Keywords: Martha Lagace
  • 02 Aug 2017
  • What Do You Think?

Summing Up: Why Can’t Organizations Engage Their Employees?

leadership talent with the attitude, training, and willingness to devote the time to this difficult task of engagement, which can have a significant impact on performance. Too much emphasis on “making the numbers” to the exclusion of... View Details
Keywords: by James Heskett
  • 10 Apr 2023
  • News

Leading the Way

finance, but lacked role models to show him the way. That's when he joined ASU's Hispanic Students Business Association and met a local investment banker and entrepreneur named Gary Trujillo (MBA 1990), who became a life-changing mentor.... View Details
Keywords: Margie Kelley
  • 28 May 2013
  • First Look

First Look: May 28

learn if a standardized and institutionalized organizational learning process like SFP can enhance dynamic capabilities. The SFP model is illustrated with an application to Hewlett-Packard's Santa Rosa Systems Division. 2006 Journal of Experimental View Details
Keywords: Sean Silverthorne
  • 28 Jun 2021
  • Blog Post

7 Things HBS Taught Me the Last 2 Years

constraints, with the impact of that decision affecting everything from just their immediate team to billions of dollars of revenue globally. The beauty of the case method is that it breaks down the most complicated problems to small... View Details
  • Article

Overcoming the Outcome Bias: Making Intentions Matter

By: Ovul Sezer, Ting Zhang, Francesca Gino and Max Bazerman
People often make the well-documented mistake of paying too much attention to the outcomes of others’ actions while neglecting information about the original intentions leading to those outcomes. In five experiments, we examine interventions aimed at reducing this... View Details
Keywords: Outcome Bias; Intentions; Joint Evaluation; Judgment; Separate Evaluation; Goals and Objectives; Prejudice and Bias; Judgments; Performance Evaluation; Outcome or Result
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  • 24 Jun 2002
  • Research & Ideas

Four Keys of Enduring Success: How High Achievers Win

Significance: Do you have a valued impact on others whom you choose? Legacy: Have you infused your values and your accomplishments into the lives of others to leave something behind? These four satisfactions are very different from each... View Details
Keywords: by Martha Lagace
  • 26 Jun 2023
  • Blog Post

ClimateCAP 2023 & ClimateCAP Fellowship

innovations. The Summit featured speakers from companies such as Closed Loop Partners, NextEra Energy, Energy Impact Partners, Dow, United Airlines, KKR, BlackRock, Google, Walmart, KPMG, and others. The interview below is a feature of... View Details
  • 01 Nov 2016
  • First Look

First Look - November 1, 2016

Behavioral Decision Making The Impact of 'Display-Set' Options on Decision-Making By: Karmarkar, Uma R. Abstract—The way a choice set is constructed can have a significant influence on how individuals perceive and evaluate their options... View Details
Keywords: Sean Silverthorne
  • 17 Aug 2021
  • Op-Ed

Dispensing Justice: The Case for Legalizing Cannabis Nationally

Recreational marijuana is legal in 18 states. Scant attention has been paid, however, to the profound impact that federal legalization would have on the cannabis market. Essentially, it would squeeze out the illicit cannabis market, along... View Details
Keywords: by Ashish Nanda and Tabatha Robinson
  • Article

Paradise Lost (and Restored?): A Study of Psychological Safety over Time

By: Derrick P. Bransby, Michaela Kerrissey and Amy C. Edmondson
Although prior research indicates that psychological safety can fluctuate, questions about when and why remain. To gain insights into the emergence and temporal dynamics of psychological safety, we explored longitudinal data representing more than 10,000 health care... View Details
Keywords: Analytics and Data Science; Research; Attitudes; Working Conditions; Well-being; Health Industry
Related
  • March 2007 (Revised April 2007)
  • Case

Micro Insurance Agency: Helping the Poor Manage Risk

By: Michael Chu and Jean Hazell
The notable success of insurance products for low-income clients of its microfinance network leads Opportunity International to launch the first global specialized microinsurance company, the Micro Insurance Agency (MIA). Building on the experience in 10 countries... View Details
Keywords: Developing Countries and Economies; Cost Management; Microfinance; Globalization; Growth and Development Strategy; Risk Management; Infrastructure; Nonprofit Organizations; Competition; Financial Services Industry; Africa; Asia; Latin America
Related
  • 11 Jun 2018
  • Research & Ideas

Why South Korea's Samsung Built the Only Outdoor Skating Rink in Texas

4 to 30 percent once a suit was filed there. “These are big numbers,” says Cohen. They do not even include advertising on social media, where companies can target specific locations and demographics. “I think what we are seeing is just... View Details
Keywords: by Michael Blanding; Legal Services
  • 21 Oct 2013
  • News

Moving the Needle

Seegull coauthored a policy paper, funded by the Rockefeller Foundation and others, focused on engaging the federal government in impact investing to achieve social and... View Details
Keywords: Jill Radsken; Securities, Commodities, and Other Financial Investments; Securities, Commodities, and Other Financial Investments
  • 28 Feb 2017
  • First Look

First Look at New Research, February 28

417-051 Vox Capital: Pioneering Impact Investing in Brazil Vox Capital was the first certified impact investing fund in Brazil. Founded in 2009,... View Details
Keywords: Sean Silverthorne
  • 19 Feb 2013
  • First Look

First Look: Feb. 19

economic welfare. Paper: http://pubs.aeaweb.org.ezp-prod1.hul.harvard.edu/doi/pdfplus/10.1257/jep.27.1.45 Corporate Social Responsibility Reporting in China: Symbol or Substance? Authors:Marquis, Christopher, and Cuili Qian... View Details
Keywords: Sean Silverthorne
  • 17 Oct 2017
  • First Look

First Look at New Research and Ideas, October 17, 2017

antecedents, challenges, opportunities, and management strategies associated with hybridity and highlighting critical directions for future research. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53355 September 18, 2017 Stanford View Details
Keywords: Sean Silverthorne
  • 04 May 2010
  • First Look

First Look: May 4

knowledge-based "recombinative capabilities" view of business groups—that such groups have done the most to invest in R&D and other skills necessary to combine inputs in ways that lead to greater added value. Further, our... View Details
Keywords: Martha Lagace
  • 29 Oct 2020
  • Blog Post

Delving Deeper into Development with the MBA/MPA-ID Program – a Q+A with Zainab Raji (MBA/MPA-ID 2022)

current career plans in any way? This summer, I interned at CDC Group, the oldest impact investor in Africa and South Asia, and at EquaLife Capital, an East African investment fund. I found the role of value... View Details