Publications

February 2000 (Revised November 2002)
Case

QuickenInsurance: The Race to Click and Close (A)

By: Lynda M. Applegate

ES Technologies started in 1976 as a storefront in Tempe, Arizona selling personal computer kits to hobbyists. Twenty years later, revenues exceeded $3.5 billion, and the business had evolved from a computer store to a master reseller and full-line integrator of... View Details

Keywords: Customer Value and Value Chain; Entrepreneurship; Technological Innovation; Growth and Development Strategy; Industry Structures; Business Strategy; Competitive Strategy; Information Technology; Information Technology Industry; Arizona

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15 Oct 2015
Blog Post

Why We Recruit: Medallia

Organization:Ursela Knezevic, University Programs, MBA Talent Outreach, Medallia Describe your organization in three to five sentences. Medallia is the fastest growing Customer Experience Management Company in the world. We give leading... View Details

Keywords: Technology

September 1993 (Revised January 1997)
Case

Serengeti Eyewear: Entrepreneurship Within Corning, Inc.

By: David A. Garvin and Jonathan West

An entrepreneurial division within Corning, Serengeti Eyewear, has grown rapidly in its brief 10-year history. Now it must decide whether to launch a new line of sunglasses and take on the industry leader. The company has prospered by developing and cultivating... View Details

Keywords: Organizational Design; Management Style; Competitive Strategy; Customer Relationship Management; Employee Relationship Management; Business and Stakeholder Relations; Talent and Talent Management; Corporate Entrepreneurship; Manufacturing Industry

Student-Profile

Ta-Wei "David" Huang

As a data scientist, David Huang (he/him) spent much of his time analyzing customer¬ data to provide personalized experience and improve long-term customer values for companies in different industries. As David explains, “I loved... View Details

14 Sep 2015
Research & Ideas

Rewriting the Rules of Service Competition

“service trifecta” comprising: (1) extraordinary results and a high-quality experience for employees and customers alike, (2) high value (not necessarily low prices) to customers, and (3) relatively high returns (for the industry) to... View Details

Keywords: by James Heskett, W. Earl Sasser & Leonard A. Schlesinger; Retail

01 Mar 2018
News

What I Do: Philippe Hellich (MBA 1996)

Founded in Sweden in 1943, IKEA is the world’s largest furniture retailer, outfitting dorm rooms and designer homes around the globe. A company that engages nearly a billion customers every year and employs over 194,000 workers in 49... View Details

Keywords: Julia Hanna; illustrations by Peter and Maria Hoey

01 Jun 2007
News

More Faculty Honors

teaching and research. Professor Joseph Bower is the coeditor of From Resource Allocation to Strategy, which was named Best Management Book of 2006 by strategy + business magazine. A book coauthored by Professor Sunil Gupta, Managing View Details

Keywords: awards; Colleges, Universities, and Professional Schools; Educational Services; Publishing Industries (except Internet); Information

April 2011
Module Note

Customer-Centric Information and Control Systems in B2B Settings: The Case for Customer-Supplier Partnerships

By: Francisco de Asis Martinez-Jerez

Keywords: Customers; Information; Information Management; Partners and Partnerships

02 Mar 2015
Research & Ideas

‘Retail Revolution’ Excerpt: The Scale of the Ecommerce Threat

associate knowledge with editorials, professional and customer reviews, and ratings systems. Expanding fulfillment networks get products to customers in increasingly shorter time windows, defeating any... View Details

Keywords: Re: Rajiv Lal; Retail

July 2011
Teaching Note

a-connect: In Search of Talent Partners (TN) (A) and (B)

By: Robert G. Eccles and Penelope Rossano

Teaching Note for 409036 and 411085. View Details

Keywords: Revenue; Business Offices; Attorney and Client Relationships; Customer Focus and Relationships; Initial Public Offering; Organizations; Change; Consulting Industry; Boston; Hong Kong; Singapore; San Francisco

October 2010
Case

The Cleveland Clinic: Improving the Patient Experience (Abridged)

By: Ananth Raman, Anita L. Tucker and Rachel Gordon

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen though if healthcare also considered question of "How does the patient feel?" This case looks at the... View Details

Keywords: Customer Satisfaction; Ethics; Health Care and Treatment; Six Sigma; Performance Improvement; Safety; Value Creation

01 Dec 2014
News

Instilling Production with Principles

pro-environmental policies are money savers and the key to her company’s continued success, Yang says. More Retail Revolutions Recycling the Consignment Shop Bigger than the local consignment shop and easier than eBay, thredUP, cofounded by James Reinhart (MPA/MBA... View Details

Keywords: April White; fashion; Manufacturing

July 2002 (Revised August 2003)
Case

Unilever Superannuation Fund vs. Merrill Lynch, The

By: Andre F. Perold and Joshua Musher

In 2001, the Unilever Superannuation Fund sued Merrill Lynch for damages of 130 million British pounds. Over the period 1977 to 1998, the Unilever Fund had significantly underperformed the benchmark, and its trustees contended that the poor returns resulted from... View Details

Keywords: Investment; Lawsuits and Litigation; Performance Evaluation; Agreements and Arrangements; Customer Relationship Management; Risk and Uncertainty; Asset Management; Risk Management; Legal Liability; Financial Services Industry; United Kingdom

25 Feb 2020
News

Case Study: The Credit Bureau

young professionals) select pieces from curated collections on the company’s website—think Scandinavian, mid-century modern, or industrial looks. Within a week, a white-glove team delivers preassembled pieces and arranges the room. When the lease is up, the View Details

Keywords: Jen McFarland Flint; Real Estate

Article

Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior

By: Doug Bowman and Das Narayandas

Keywords: Management; Customers; Contracts; Production; Behavior

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2006
Chapter

Products, Customers, and Front-Line Employees

By: Jay W. Lorsch

Keywords: Product; Customers; Employees; Interpersonal Communication

20 Mar 2018
First Look

First Look at New Research and Ideas, March 20, 2018

just for African-Americans and women; they’re essential for any manager who recognizes that an organization’s diversity is its strength. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=54215 The Customer May Not Always... View Details

Keywords: Sean Silverthorne

November–December 2021
Article

Does Gender Matter? The Effect of Management Responses on Reviewing Behavior

By: Davide Proserpio, Isamar Troncoso and Francesca Valsesia

We study the effect of management responses on the reviewing behavior of self-identified female and male reviewers. Using data from Tripadvisor, we show that after hotels begin to respond to reviews, the probability that a negative review comes from a self-identified... View Details

Keywords: Word Of Mouth; Online Reviews; Management Responses; E-commerce; Gender; Prejudice and Bias; Digital Platforms; Customers