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  • 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
Related
  • 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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  • 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
  • 12 Apr 2004
  • Research & Ideas

What Great American Leaders Teach Us

the war ended, Phillips was well positioned to meet the pent-up needs of consumers. His counterpart, Clarence Saunders, who founded Piggly Wiggly, was a consummate Mold-Breaker. He fundamentally revolutionized grocery shopping by converting the local general store into... View Details
Keywords: by Sean Silverthorne
  • 05 May 2009
  • First Look

First Look: May 5, 2009

Banerjee and Lakshmi Iyer Publication:Natural Experiments in History, edited by Jared Diamond and James Robinson. Harvard University Press, forthcoming No abstract is available at this time. Download the paper: http://www.hbs.edu/research/pdf/08-062.pdf Are View Details
Keywords: Martha Lagace
  • 06 Jun 2017
  • First Look

First Look at New Research and Ideas: June 6, 2017

understanding the lack of diversity in entrepreneurship and the venture capital industry. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=52704 Cellophane, the New Visuality, and the Creation of Self-Service Food... View Details
Keywords: Sean Silverthorne
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

they seek advice from others. However, increasingly companies that operate in high-anxiety settings (like financial services, health care, and education) are deploying self-service technologies (SSTs), through which anxious customers... View Details
Keywords: Sean Silverthorne
  • 29 Sep 2009
  • First Look

First Look: September 29

Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel Authors:Dennis Campbell and Frances X. Frei Publication:Management Science (forthcoming) Abstract This paper uses the context of online... View Details
Keywords: Martha Lagace
  • 07 Oct 2019
  • Sharpening Your Skills

How Companies Can Make Up with (Very) Unhappy Customers

Anxiety Through Access to Human ContactThis study finds that customer anxiety during self-service transactions can reduce customers’ trust in the service provider. Operational design choices may help. Calculators for Women: When Identity... View Details
Keywords: by Sean Silverthorne; Retail; Air Transportation
  • 14 Mar 2011
  • Research & Ideas

Water, Electricity, and Transportation: Preparing for the Population Boom

By 2050, the Earth's population will likely exceed 9 billion people, up 30 percent from 6.9 billion today, according to projections from both the US Census Bureau and the United Nations. What's more, the population in the world's cities is expected to increase by 3... View Details
Keywords: by Carmen Nobel
  • 27 Jul 2011
  • Research & Ideas

Customer Loyalty Programs That Work

explain Alvarez and Sesia, in response to a few key issues: the rise of self-service in retail, which led to a weakening of face-to-face connections with customers; the increased commoditization of the retail experience; and "massive... View Details
Keywords: by Maggie Starvish; Retail
  • 07 Aug 2006
  • Research & Ideas

Whatever Happened to Caveat Emptor?

faced. There is also a second cause, one that has its roots in the changing shopping experience. During the 1960s, European retailing began moving away from personalized service and toward new self-service sales formats. Abetted by the... View Details
Keywords: by Sean Silverthorne; Retail
  • 22 Nov 2016
  • First Look

November 22, 2016

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 money. Dr. Jacob O. Wobbrock and Dr. Andrew J.... View Details
Keywords: Sean Silverthorne
  • 30 Aug 2016
  • First Look

August 30, 2016

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 money. Dr. Jacob O. Wobbrock and Dr. Andrew J. Ko are... View Details
Keywords: Carmen Nobel
  • 08 Dec 2008
  • Research & Ideas

Thinking Twice About Supply-Chain Layoffs

"What's not to like about an enjoyable service environment and knowledgeable employees? But they aren't always the key to profits," Ton says. "My findings suggest that for retailers that sell undifferentiated products, offer a View Details
Keywords: by Julia Hanna; Retail
  • 12 Nov 2015
  • Research & Ideas

Can Consumers be Trusted with Their Own Health Care?

along with his mother at Sainsbury’s in England. Back then, shoppers visited different counters to request various foods, paying for cheese at the cheese counter, fruit at the fruit counter, and so on. Years later, self-service became the... View Details
Keywords: by Dina Gerdeman; Health
  • 05 Apr 2011
  • First Look

First Look: April 5

  PublicationsThe Labor Illusion: How Operational Transparency Increases Perceived Value Authors:Ryan W. Buell and Michael I. Norton Publication:Management Science (forthcoming) Abstract A ubiquitous feature of even the fastest View Details
Keywords: Sean Silverthorne
  • 14 Feb 2017
  • First Look

First Look at New Research: February 14

unlimited refills). Bundling causes people to buy less soda. Free refills can increase consumption, especially when waiter-served. This perverse effect is reduced in self-service contexts, which require walking just a few steps to get a... View Details
Keywords: Sean Silverthorne

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