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  • All HBS Web  (2,906)
    • People  (4)
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  • 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
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Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006.
  • November 2011
  • Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Faculty Spreadsheet (Brief Case)

Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity
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Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul? Faculty Spreadsheet (Brief Case)." Harvard Business School Spreadsheet Supplement 114-379, November 2011.
  • 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
Keywords: by Sarah Jane Gilbert; Consumer Products
  • 15 Apr 2019
  • News

Why Anxious Customers Prefer Human Customer Service

  • April 15, 2019
  • Article

Why Anxious Customers Prefer Human Customer Service

By: Michelle A. Shell and Ryan W. Buell
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Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
  • 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
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Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
  • November 2012
  • Article

Mumbai's Models of Service Excellence

By: Stefan Thomke
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Thomke, Stefan. "Mumbai's Models of Service Excellence." Harvard Business Review 90, no. 11 (November 2012): 121–126.
  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

Breakthrough Service is Different.” What is your definition of breakthrough service, and why is it different? Sasser: Breakthrough services are those that provide extraordinary results and a high-quality... View Details
Keywords: by Jim Aisner; Retail
  • 25 Jun 2012
  • News

Complexity Kills: Keeping Customer Service Simple

  • 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
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Frei, Frances X. "Managing Service Operations: Understanding the Customer Operating Role." Harvard Business School Course Overview Note 606-092, April 2006. (Revised April 2008.)​
  • 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
Keywords: Customer Compatibility; Customer Relationship Management; Strategy; Service Operations; Service Delivery; Performance Efficiency; Analysis; Consumer Behavior; Analytics and Data Science
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Buell, Ryan W. "Customer Compatibility Exercise Application." Harvard Business School Simulation 620-707, May 2021.
  • 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
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Roberts, Michael J. "ACTC Customer Service Department TN." Harvard Business School Teaching Note 898-256, May 1998. (Revised July 1999.)
  • 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
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Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
  • February 1991
  • Case

Techsonic Industries, Inc.: Customer Service

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Menezes, Melvyn A. "Techsonic Industries, Inc.: Customer Service." Harvard Business School Case 591-050, February 1991.
  • 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
Keywords: Customer Relationship Management; Food and Beverage Industry
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Moon, Youngme E., and John A. Quelch. "Starbucks: Delivering Customer Service (TN)." Harvard Business School Teaching Note 504-089, April 2004. (Revised June 2004.)
  • July 2010 (Revised January 2017)
  • Background Note

Marketing Analysis Toolkit: Customer Lifetime Value Analysis (2024)

By: Thomas Steenburgh and Jill Avery
Customers are increasingly being viewed as assets that bring value to the firm. Customer lifetime value is a metric that allows managers to understand the overall value of their customer base and relate it to three customer strategies firms employ: asset... View Details
Keywords: Customer Lifetime Value; Return On Investment; Customer Acquisition; Customer Retention; Customer Churn; "Marketing Analytics"; Marketing; Customer Relationship Management; Customer Focus and Relationships; Customer Value and Value Chain; Management Analysis, Tools, and Techniques; Marketing Strategy; Measurement and Metrics; Strategic Planning; Value
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Steenburgh, Thomas, and Jill Avery. "Marketing Analysis Toolkit: Customer Lifetime Value Analysis (2024)." Harvard Business School Background Note 525-017, July 2010. (Revised January 2017.)
  • June 1991
  • Case

Beth Israel Hospital: Managing Service Excellence

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Linder, Jane C. "Beth Israel Hospital: Managing Service Excellence." Harvard Business School Case 191-141, June 1991.
  • 31 Oct 2013
  • News

The Secret Magic Behind Netflix Customer Service

  • April 1997 (Revised November 1997)
  • Case

Anglian Water: Customer Service Transformation

Citation
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Loveman, Gary W., and Sabina M. Ciminero. "Anglian Water: Customer Service Transformation." Harvard Business School Case 897-093, April 1997. (Revised November 1997.)
  • 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
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Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "The Operational Impact of Customer Location in On-Demand Services." Working Paper, September 2024.
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