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Show Results For
- All HBS Web
(2,484)
- People (2)
- News (551)
- Research (1,693)
- Events (3)
- Multimedia (9)
- Faculty Publications (935)
- March 2006
- Background Note
Influencing Customer Behavior in Service Operations
By: Frances X. Frei and Amy C. Edmondson
Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details
Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry
Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006.
- July 2003 (Revised April 2011)
- Case
Singapore Airlines: Customer Service Innovation
By: Rohit Deshpande and Hal Hogan
The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details
Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore
Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
- February 1988
- Case
General Electric: Customer Service
Keywords: Customer Focus and Relationships
Cespedes, Frank V. "General Electric: Customer Service." Harvard Business School Case 588-059, February 1988.
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
must be more profound and open-ended, with an intent not only to discover how your customers engage with your products or services but also to understand some of the broader parameters of the constraints... View Details
- April 2006 (Revised April 2008)
- Course Overview Note
Managing Service Operations: Understanding the Customer Operating Role
By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
- April 2006
- Background Note
Informing Service Management with Customer Data
By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value
Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
- April 15, 2019
- Article
Why Anxious Customers Prefer Human Customer Service
By: Michelle A. Shell and Ryan W. Buell
Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
- 15 Apr 2019
- News
Why Anxious Customers Prefer Human Customer Service
- May 1998 (Revised July 1999)
- Teaching Note
ACTC Customer Service Department TN
Teaching Note for (9-393-056). View Details
Keywords: Customer Focus and Relationships
- May 2021
- Simulation
Customer Compatibility Exercise Application
By: Ryan W. Buell
Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort... View Details
- April 2004 (Revised June 2004)
- Teaching Note
Starbucks: Delivering Customer Service (TN)
By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016). View Details
- 25 Jun 2012
- News
Complexity Kills: Keeping Customer Service Simple
- April 1997 (Revised November 1997)
- Case
Anglian Water: Customer Service Transformation
Loveman, Gary W., and Sabina M. Ciminero. "Anglian Water: Customer Service Transformation." Harvard Business School Case 897-093, April 1997. (Revised November 1997.)
- 2005
- Book
Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, MA: Harvard Business School Press, 2005.
- February 1991
- Case
Techsonic Industries, Inc.: Customer Service
Menezes, Melvyn A. "Techsonic Industries, Inc.: Customer Service." Harvard Business School Case 591-050, February 1991.
- January 1990
- Article
An Integrated Approach to Customer Service
By: R. D. Shapiro and H. Mathe
Keywords: Customers
Shapiro, R. D., and H. Mathe. "An Integrated Approach to Customer Service." Special Issue on Mastering Information Management Series. International Journal of Physical Distribution (January 1990).
- 31 Oct 2013
- News
The Secret Magic Behind Netflix Customer Service
- 2024
- Working Paper
The Operational Impact of Customer Location in On-Demand Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "The Operational Impact of Customer Location in On-Demand Services." Working Paper, September 2024.
- February 2020
- Module Note
Transforming Customer Engagement in Service Operations
By: Ryan W. Buell
Buell, Ryan W. "Transforming Customer Engagement in Service Operations." Harvard Business School Module Note 620-089, February 2020.
- February 2025
- Article
Improving Customer Compatibility with Tradeoff Transparency
By: Ryan W. Buell and MoonSoo Choi
Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run... View Details
Keywords: Transparency; Customer Selection; Customer Compatibility; Retention; Service Operations; Service Delivery; Marketing Strategy; Marketing Communications; Customer Focus and Relationships; Customer Satisfaction; Banking Industry; Australia
Buell, Ryan W., and MoonSoo Choi. "Improving Customer Compatibility with Tradeoff Transparency." Management Science 71, no. 2 (February 2025): 1335–1355.