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  • June 2016 (Revised August 2017)
  • Case

AnswerDash

By: Elie Ofek and Jeffrey D. Shulman
It is 2014, and AnswerDash, a startup backed by venture capital, has not seen the widespread adoption of their online self-service customer support solution that they were expecting based on early success in helping clients save and generate substantial amounts of... View Details
Keywords: Pricing; Economic Value Estimation; Price Metrics; Organizational Selling; Innovation Adoption; Business To Business; Marketing; Customer Lifetime Value; Venture Capital; Customer Relationship Management; Price; Marketing Strategy; Entrepreneurship; Technology Adoption; Business Startups; Sales; Innovation and Invention; Product Marketing; Financial Services Industry
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  • September 2011
  • Article

The Labor Illusion: How Operational Transparency Increases Perceived Value

By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
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  • 21 Nov 2021
  • News

How Retailers Can Improve Self-Checkout

  • February 2025 (Revised April 2025)
  • Case

Shake Shack's Playbook for the Digital Era

By: Christopher Stanton, Allison Ciechanover and George Gonzalez
This case examines Shake Shack’s journey from a single New York City hot dog cart to a global fast-casual restaurant chain renowned for both premium quality and a culture of “enlightened hospitality.” As the company expands worldwide, it pilots digital ordering... View Details
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  • May 2011
  • Article

Challenge the Boss or Stand Down

By: W. Earl Sasser
This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: case study-only, reprint R1105X, and commentary-only, R1105Z. Tom Green, an aggressive young sales executive at self-service... View Details
Keywords: Problems and Challenges; Personal Development and Career; Jobs and Positions; Conferences; Service Industry
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  • May 2017
  • Article

Psychologically Informed Implementations of Sugary-Drink Portion Limits

By: Leslie John, Grant Donnelly and Christina Roberto
In 2012, the New York City Board of Health prohibited restaurants from selling sugary drinks in containers larger than 16 ounces. Although a state court ruled that the Board of Health did not have the authority to implement such a policy, it remains a legally viable... View Details
Keywords: Nutrition; Governing Rules, Regulations, and Reforms; Public Administration Industry; Food and Beverage Industry; New York (city, NY)
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  • March 2009
  • Article

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
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  • March 2021 (Revised August 2022)
  • Case

Seeding and Selling Asana

By: Jeffrey F. Rayport, Susie Ma and Amram Migdal
In December 2019, Oliver Jay, Asana’s Chief Revenue Officer (CRO), was reconsidering his go-to-market (GTM) strategy. Asana was cloud-based work management software that enabled users to break up projects into discrete tasks that could be assigned, scheduled, and... View Details
Keywords: SaaS; Customer Journey; Business Model; Business Organization; Change Management; Growth and Development Strategy; Growth Management; Marketing Channels; Marketing Strategy; Product Marketing; Organizational Change and Adaptation; Organizational Design; Organizational Structure; Digital Platforms; Internet and the Web; Technology Industry; United States
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  • 08 Nov 2012
  • HBS Seminar

Avi Goldfarb, University of Toronto

  • 2024
  • Working Paper

Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication
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  • 13 Nov 2008
  • Working Paper Summaries

The Effect of Labor on Profitability: The Role of Quality

Keywords: by Zeynep Ton
  • 5 Sep 2013
  • Conference Presentation

The Color of Taste: Selling Food in Clear Packages in the Early-Twentieth-Century United States

By: Ai Hisano
This paper examines the role of color in the marketing and retailing of food products by focusing on the increasingly popular presentation of food in clear packages in the early-twentieth-century United States. In the 1910s, a candy company began using cellophane to... View Details
Keywords: Food; Product Marketing; Food and Beverage Industry
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  • Web

Contact Us - Alumni

home or business address, employment, name change, assistance with the alumni directory, or to report a failure of the self-service password reset tool. Contact: 617.384.5977 (option 2) Mon-Fri 9AM-5PM, Eastern Time, or by email at... View Details
  • Web

Research Computing Services - Faculty & Research

upon request, and installations are self-service or can be done by Technology Support Services. Research Infrastructure The RCS research computing environment provides high‐speed, high‐capacity computing resources to help HBS researchers... View Details
  • 09 Jun 2022
  • HBS Case

From Truck Driver to Manager: US Foods’ Novel Approach to Staff Shortages

consider even more changes in the conventional way of doing business, from creating more self-service stores to rethinking truck sizes and pack sizes so that trucks become less onerous to drive and unload. Whatever plans they execute,... View Details
Keywords: by Pamela Reynolds
  • Web

Accounting & Management Awards & Honors - Faculty & Research

School in 2011. Dennis Campbell : Won the 2011 Stan Hardy Award for Outstanding Paper published in the field of Operations Management from the Decision Sciences Institute for his paper with Ryan W. Buell and Frances X. Frei, “Are View Details
  • Web

RCS Cheat Sheet - Research Computing Services

computers is on IT's self-service Software Portal for PC and Mac . If you need research software for a non-HBS issued computer , fill out this form . If you are interested in resesarch software not listed on our website, HBS likely does... View Details
  • Web

Technology & Operations Management Awards & Honors - Faculty & Research

Award for Outstanding Paper published in the field of Operations Management from the Decision Sciences Institute for his paper with Dennis Campbell and Frances X. Frei, “Are Self-Service Customers Satisfied or Stuck?” ( Production and... View Details
  • 01 Dec 2022
  • News

My First Job

the same time, Rich Kinder, to whom I reported indirectly through my boss (and I greatly respected), decided to leave and was infamously replaced. I chose to leave Enron instead. —Bob Herlin (MBA 1982) Clean Conscience I worked at a View Details
Keywords: Business Schools & Computer & Management Training; Educational Services

    Joseph M. Long

    In 1938, Long, along with his brother Thomas, created one of the most successful self-service drugstores in the western United States. Self-service retailing was considered a radical concept when Long... View Details
    Keywords: Retail