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Show Results For
- All HBS Web
(2,562)
- People (2)
- News (491)
- Research (1,700)
- Events (3)
- Multimedia (9)
- Faculty Publications (945)
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- 28 Feb 2022
- News
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
- 01 Feb 2000
- News
Financial Services 24/7
provides one-stop shopping for financial services. Its user-friendly interface is designed so that customers only need to fill out one application for all the products it offers. The services that... View Details
Keywords: Susan Young
- 08 Feb 2012
- News
Win on Service in a Tough Economy
- 01 Sep 2008
- News
Stanford Lets Students Customize
Analytical Thinking. Students also get one-on-one advice from senior faculty who help them customize a plan of study. Customization is a cornerstone of the new program, which permits students to tailor their... View Details
- 08 Jan 2025
- News
Mapping Pain Points at the IRS
Having spent a decade helping retailers optimize customer service, Fumi Tamaki (MBA 2014) could not pass up the opportunity in June 2024 to take on the challenge of improving the customer experience at the government organization that serves more Americans annually... View Details
- 23 Jan 2012
- News
Break Your Addiction to Service Heroes
- 01 Apr 1999
- News
Alumni Career Services Update
With his enthusiasm and expertise in helping others polish their résumés, plot job search strategies, and execute savvy career moves, Robert S. ("Bob") Gardella has become a popular contact for HBS alumni since assuming the role of assistant director of Alumni Career... View Details
Keywords: Eileen K. McCluskey
- 01 Apr 2002
- News
Stocking Up Can Build Customer Value
papers (and miss one or more possible sales) once a week, or one-seventh of the time. What's ignored in this equation, though, according to HBS professor David Bell, is that customers care how often a retailer runs out of stock. "The... View Details
- 23 Mar 2012
- News
How to Charge a Fee (Without Starting a Customer Rebellion)
- 25 Jun 2024
- News
On the Move: Alexis DePree (MBA 2007)
When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment. DePree joined Nordstrom in... View Details
- 01 Nov 2018
- News
On Hold for 45 Minutes? It Might Be Your Secret Customer Score
- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
costs of employee turnover? What are the benefits of a loyal customer base? These are questions that intrigue members of the Service Management unit. Judging from the popularity of the View Details
Keywords: Susan Young
- 24 Apr 2014
- News
Improving the service experience requires excellence—but not in everything
Everyone knows what bad service feels like—and that’s something Frances Frei, Professor at HBS, wants to fix. Making the service experience better for everyone, from customers... View Details
- 01 Jun 1998
- News
Long-Term Interest: Bill Crozier, a Banker Pegged to the Customer
about how the current business scene is heavily skewed toward the shareholder. "Certainly the shareholder is important," he notes. "However, the shareholder role has gotten out of balance with the other important players - customers and... View Details
Keywords: Eileen K. McCluskey
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
services industry, where call centers have moved beyond their most obvious function -- as low-cost channels for resolving a myriad of customer concerns -- to become a powerful means of View Details
- 01 Oct 1999
- News
The Same the World Over: Focusing on Customers and Innovation Brings Success
climate, customer orientation, and innovation. "Corporate culture was perceived as the prevailing set of shared values held by a firm's managers," Deshpandé explains, "qualities such as loyalty and tradition. We defined climate as the... View Details
Keywords: Peter K. Jacobs
- 01 Dec 2015
- News
Research Brief: What Makes a Mobile Money Service Thrive in an Emerging Market?
Ishan Sachdev (MBA 2013) Since 2009, more than 80 mobile money services have popped up in emerging markets to offer financial services to the millions of people who have a cell phone but no traditional bank... View Details
Keywords: Erin Peterson