Publications

Publications

Filter Results: (1,874) Arrow Down
Filter Results: (1,874) Arrow Down Arrow Up

Show Results For

Show Results For

← Page 19 of 1,874 Results →
  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

In their new book, Uncommon Service: How to Win by Putting Customers at the Core of Your Business, coauthors Frances Frei and Anne Morriss maintain that it is possible for organizations to reduce costs while dramatically enhancing View Details
Keywords: by Deborah Blagg; Service
  • 29 Jan 2015
  • Blog Post

Ask about the FIELD Immersion during your next interview

student’s ability to engage with a diverse group of people and apply the knowledge he/she gained from those conversations to solve a problem or dilemma. Delving into the customer interaction experience... View Details
  • April 1989 (Revised March 1990)
  • Case

Burlington Northern (B)

By: Janice H. Hammond
Describes the experiences of a seasoned Burlington Northern (BN) sales representative after the introduction of ShipSmart, a decision support system developed by the BN to help its employees and customers analyze logistics problems. After a brief description of a... View Details
Keywords: Change Management; Expansion; Rail Transportation; Logistics; Distribution Channels; Truck Transportation; Innovation and Invention; Sales; Rail Industry; United States
Related
  • November 2006 (Revised March 2007)
  • Case

Liz Claiborne and the New Working Woman

By: Anthony Mayo and Mark Benson
At age 47, with two decades of experience as a lead designer for a Fortune 500 fashion company, Liz Claiborne put her life savings on the line to form Liz Claiborne, Inc., a partnership that included her husband. A decade later, in 1986, Claiborne was CEO of her own... View Details
Keywords: Customer Relationship Management; Entrepreneurship; Business History; Leadership; Gender; Brands and Branding; Personal Development and Career; Apparel and Accessories Industry
Related
  • June 2009
  • Article

Highbrow Films Gather Dust: Time-inconsistent Preferences and Online DVD Rentals

By: Katherine L. Milkman, Todd Rogers and Max H. Bazerman
We report on a field study demonstrating systematic differences between the preferences people anticipate they will have over a series of options in the future and their subsequent revealed preferences over those options. Using a novel panel data set, we analyze the... View Details
Keywords: Decision Choices and Conditions; Forecasting and Prediction; Film Entertainment; Demand and Consumers; Renting or Rental; Power and Influence; Prejudice and Bias; Online Technology; Motion Pictures and Video Industry
Related
  • 2007
  • Working Paper

Highbrow Films Gather Dust: Time-inconsistent Preferences and Online DVD Rentals

By: Katherine L. Milkman, Todd Rogers and Max H. Bazerman
We report on a field study demonstrating systematic differences between the preferences people anticipate they will have over a series of options in the future and their subsequent revealed preferences over those options. Using a novel panel data set, we analyze the... View Details
Keywords: Internet and the Web; Decision Choices and Conditions; Attitudes; Conflict and Resolution; Emotions; Film Entertainment; Cognition and Thinking; Entertainment and Recreation Industry
Related
  • 24 Jun 2015
  • HBS Case

Upgrading School with a Startup Mentality

looking for ways to reduce costs without sacrificing customer experience or results. If he is successful at employing these types of principles to education, he could potentially influence the direction of... View Details
Keywords: Re: John Jong-Hyun Kim; Education
  • 09 Jul 2008
  • Research & Ideas

Starbucks’ Lessons for Premium Brands

passion for coffee, no longer had time to dialogue with customers. The brand experience declined as waiting times increased. Moreover, the price premium for a Starbucks coffee seemed less justifiable for grab and go View Details
Keywords: by John Quelch; Retail

    George Serafeim

    George Serafeim is the Charles M. Williams Professor of Business Administration at Harvard Business School. He co-leads a Lab, within Harvard's Digital, Data, Design Institute, and serves on the faculty steering commitee of Harvard University's Salata Institute. He... View Details

    Keywords: asset management; insurance industry; automobiles; industrial goods; fashion; food; green technology
    • 06 Dec 2013
    • News

    Prescription: Leverage Human Nature

    • 29 May 2015
    • Blog Post

    Personalized Emails Get Responses

    When contacting candidates of interest, customization is required to be impactful. If you spend a few extra minutes to personalize your email, then a student is far more likely to respond. Personalization doesn't have to be over the top.... View Details
    Keywords: All Industries
    • 16 Jul 2007
    • Research & Ideas

    Understanding the ‘Want’ vs. ’Should’ Decision

    analyzed a year of individual-level data from a North American online grocer to determine how the delay between when a person's order was completed and when it was delivered affected the content of the order. In general, as the delay between order completion and the... View Details
    Keywords: by Sarah Jane Gilbert; Retail; Entertainment & Recreation
    • 05 Jun 2007
    • First Look

    First Look: June 5, 2007

    available to its customer-facing employees. In the spring of 2003, Bankinter introduced an Excel-based program called the Mortgage Simulator that helped branch managers calculate the price of a mortgage and estimate the customer lifetime... View Details
    Keywords: Martha Lagace

      David Ager

      David Ager is a Senior Lecturer in Executive Education.  He engages CEOs, CHROs, and their teams to design and deliver customized executive development experiences for executive, senior and high potential leaders.  The companies hail from diverse sectors including... View Details

      • 18 Feb 2013
      • Research & Ideas

      Breaking Through a Growth Stall

      where a company seems weighted down by the bounds of its original start-up business model, a lack of experience by its founder(s), and an accelerating, expense-fueled burn rate through working capital and investor patience. "Once a... View Details
      Keywords: by Sean Silverthorne
      • August 2019 (Revised August 2024)
      • Case

      The Walt Disney Company: Theme Parks

      By: Rory McDonald, Allison Mnookin and Iuliana Mogosanu
      As he seeks to place the division he leads on a firm footing for the future, Tom Staggs, chairman of Walt Disney Parks and Resorts, is considering a range of investments designed either to upgrade the guest experience in the company’s existing parks or to expand access... View Details
      Keywords: Entertainment; Investment; Expansion; Decision Making; Customer Satisfaction; Entertainment and Recreation Industry
      Related
      • 08 Dec 2008
      • Research & Ideas

      Thinking Twice About Supply-Chain Layoffs

      centers can seriously affect an organization's bottom line and undermine its strategy. "My research reveals that what happens in the last 10 yards of retail supply chains is really important. Customers often View Details
      Keywords: by Julia Hanna; Retail
      • 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
      • January 2013
      • Supplement

      EverTrue: Mobile Technology Development (B)

      By: William R. Kerr and Alexis Brownell
      Brent Grinna has one customer signed up for his alumni-networking mobile app, and is now trying to choose among three possibilities for a CTO. He decided to contract with a friend's company, Dashfire, to create a prototype of the app, and has signed up Brown University... View Details
      Keywords: Start-up; Mobile App; CTO; Hiring; Scaling; Business Startups; Decisions; Entrepreneurship; Growth and Development; Mobile Technology; Technology Industry; Massachusetts; Boston
      Related
      • 08 Nov 2012
      • HBS Seminar

      Avi Goldfarb, University of Toronto