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    • All HBS Web  (2,564)
      • Faculty Publications  (634)

      Customer ServiceRemove Customer Service →

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      • Article

      Are Self-service Customers Satisfied or Stuck?

      By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
      This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
      Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
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      Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
      • Article

      The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

      By: Dennis Campbell and Frances X. Frei
      This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
      Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
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      Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
      • December 2009 (Revised September 2014)
      • Case

      TD Canada Trust

      By: Dennis Campbell and Brent Kazan
      The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers and... View Details
      Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada
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      Campbell, Dennis, and Brent Kazan. "TD Canada Trust." Harvard Business School Case 110-049, December 2009. (Revised September 2014.)
      • November 2009
      • Supplement

      Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)

      By: Tsedal Neeley
      This case updates students on the steps Greg James took to solve the problems that instigated the crisis documented in “Managing a Global Team: Greg James at Sun Microsystems, Inc. (A).” We find out how James solves the process problems involved in his team's breakdown... View Details
      Keywords: Customer Satisfaction; Globalized Firms and Management; Crisis Management; Service Delivery; Business Processes; Performance Productivity; Groups and Teams; Technology Industry
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      Neeley, Tsedal. "Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)." Harvard Business School Supplement 410-020, November 2009.
      • October 2009 (Revised June 2011)
      • Case

      Zappos.com 2009: Clothing, Customer Service, and Company Culture

      By: Frances X. Frei, Robin J. Ely and Laura Winig
      On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies.... View Details
      Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Decision Choices and Conditions; Governing and Advisory Boards; Service Delivery; Organizational Culture; Internet and the Web; Valuation; Apparel and Accessories Industry; Retail Industry
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      Frei, Frances X., Robin J. Ely, and Laura Winig. "Zappos.com 2009: Clothing, Customer Service, and Company Culture." Harvard Business School Case 610-015, October 2009. (Revised June 2011.)
      • August 2009 (Revised July 2010)
      • Case

      Jones Lang LaSalle: Reorganizing around the Customer (2005)

      By: Ranjay Gulati and Lucia Menzer Marshall
      Peter Roberts, CEO of Jones, Lang, LaSalle (JLL) Americas division, has been charged with expanding the company's presence in its core geographic markets while simultaneously growing its corporate account business. Roberts and his task force have narrowed their options... View Details
      Keywords: Decision Choices and Conditions; Global Strategy; Growth and Development Strategy; Organizational Structure; Business Strategy; Real Estate Industry
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      Gulati, Ranjay, and Lucia Menzer Marshall. "Jones Lang LaSalle: Reorganizing around the Customer (2005)." Harvard Business School Case 410-007, August 2009. (Revised July 2010.)
      • August 2009
      • Teaching Note

      Cyworld: Creating and Capturing Value in a Social Network (TN)

      By: Sunil Gupta and Sangman Han
      Teaching Note for [509012]. View Details
      Keywords: Value Creation; Social and Collaborative Networks; Mergers and Acquisitions; Revenue; Leadership Style; Decision Choices and Conditions; Digital Marketing; Customers; Service Operations; Competency and Skills; Web Services Industry; South Korea
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      Gupta, Sunil, and Sangman Han. "Cyworld: Creating and Capturing Value in a Social Network (TN)." Harvard Business School Teaching Note 510-028, August 2009.
      • July 2009 (Revised January 2014)
      • Case

      Alacra, Inc.

      By: Lynda M. Applegate and Aldo Sesia
      In 2009, the CEO of Alacra, a venture-backed information services firm that provides customized data primarily to financial services firms, must decide how to respond to the global economic crisis. View Details
      Keywords: Financial Crisis; Entrepreneurship; Crisis Management; Information Industry
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      Applegate, Lynda M., and Aldo Sesia. "Alacra, Inc." Harvard Business School Case 810-012, July 2009. (Revised January 2014.)
      • 2009
      • Working Paper

      Principles that Matter: Sustaining Software Innovation from the Client to the Web

      By: Marco Iansiti
      Economic analysis often reviews the role of principles—such as respect for intellectual property rights—in driving innovation. Given the interdependent nature of innovation in information technology, three core principles have emerged that work together to ensure that... View Details
      Keywords: Decision Choices and Conditions; Technological Innovation; Intellectual Property; Partners and Partnerships; Competition; Information Technology; Internet and the Web
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      Iansiti, Marco. "Principles that Matter: Sustaining Software Innovation from the Client to the Web." Harvard Business School Working Paper, No. 09-142, June 2009.
      • April 2009 (Revised July 2010)
      • Case

      Corporate Solutions at Jones Lang LaSalle (2001)

      By: Ranjay Gulati and Lucia Menzer Marshall
      Peter Barge, CEO of the newly created Corporate Solutions Group of Jones Lang LaSalle (JLL), is executing a restructuring of the U.S. corporate real estate services division that will enable the company to offer its clients integrated solutions. Barge has created an... View Details
      Keywords: Business Divisions; Restructuring; Customer Relationship Management; Organizational Design; Organizational Structure; Corporate Strategy; Integration
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      Gulati, Ranjay, and Lucia Menzer Marshall. "Corporate Solutions at Jones Lang LaSalle (2001)." Harvard Business School Case 409-111, April 2009. (Revised July 2010.)
      • April 2009 (Revised November 2018)
      • Case

      Sanctuary Soft: International Expansion Strategies

      By: Boris Groysberg, Geoff Marietta, Tim Marshall and Adam Hartley
      Sanctuary Soft CEO Elizabeth Smalley faced increasing pressure from her primary investor to expand operations internationally. If successful, the expansion could enlarge Sanctuary’s customer base and enable the firm to better serve existing clients’ overseas offices.... View Details
      Keywords: Global Strategy; Governing Rules, Regulations, and Reforms; Labor; Laws and Statutes; Market Entry and Exit; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; China; India; Germany; United Kingdom; United States
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      Groysberg, Boris, Geoff Marietta, Tim Marshall, and Adam Hartley. "Sanctuary Soft: International Expansion Strategies." Harvard Business School Case 409-104, April 2009. (Revised November 2018.)
      • April 2009
      • Article

      How to Market in a Downturn

      By: John A. Quelch and Katherine Jocz
      This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. Because no two recessions are exactly alike, marketers find themselves in poorly... View Details
      Keywords: Customers; Economic Slowdown and Stagnation; Spending; Marketing Strategy; Consumer Behavior; Segmentation
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      Quelch, John A., and Katherine Jocz. "How to Market in a Downturn." Harvard Business Review 87, no. 4 (April 2009): 52–62.
      • March 2009 (Revised September 2011)
      • Case

      UBS and Auction Rate Securities (A)

      By: Daniel Baird Bergstresser, Shawn A. Cole and Siddharth Bhaskar Shenai
      UBS, a global financial services company, must decide whether to continue to support the market for Auction Rate Securities in the face of a growing financial crisis. These instruments, underwritten by UBS, were marketed to clients as highly liquid and safe... View Details
      Keywords: Cost vs Benefits; Financial Crisis; Asset Pricing; Financial Liquidity; Financial Instruments; Government Legislation; Risk and Uncertainty; Financial Services Industry
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      Bergstresser, Daniel Baird, Shawn A. Cole, and Siddharth Bhaskar Shenai. "UBS and Auction Rate Securities (A)." Harvard Business School Case 209-119, March 2009. (Revised September 2011.)
      • 2009
      • Chapter

      Nonlinear Pricing

      By: Raghuram Iyengar and Sunil Gupta
      A nonlinear pricing schedule refers to any pricing structure where the total charges payable by customers are not proportional to the quantity of their consumed services. We begin the chapter with a discussion of the broad applicability of nonlinear pricing schemes. We... View Details
      Keywords: Price; Demand and Consumers; Duopoly and Oligopoly; Monopoly; Service Operations; Research
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      Iyengar, Raghuram, and Sunil Gupta. "Nonlinear Pricing." In Handbook of Pricing Research in Marketing, edited by Vithala Rao. MA: Edward Elgar Publishing, 2009.
      • 2009
      • Working Paper

      Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings

      By: Joseph Rhatigan, Sachin H Jain, Joia S. Mukherjee and Michael E. Porter
      The care delivery value chain is a framework that can help conceptualize the organization and structure of care delivery for medical conditions.  We apply this framework to HIV/AIDS care in resource-limited settings. Several conclusions arise than can help inform... View Details
      Keywords: Customer Value and Value Chain; Framework; Health Care and Treatment; Health Disorders; Service Delivery
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      Rhatigan, Joseph, Sachin H Jain, Joia S. Mukherjee, and Michael E. Porter. "Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings." Harvard Business School Working Paper, No. 09-093, February 2009.
      • January 2009 (Revised May 2011)
      • Case

      China Mobile's Rural Communications Strategy

      By: William C. Kirby, F. Warren McFarlan, G.A. Donovan and Tracy Manty
      China Mobile was the world's leading mobile communications service provider with over 400 million customers. In some cities, its penetration rate was over 100%. With such huge successes, Chairman Wang Jianzhou was exploring ways to expand its customer base. Nearly... View Details
      Keywords: Communication Technology; Mobile and Wireless Technology; Investment; Rural Scope; Strategy; Growth and Development Strategy; Corporate Social Responsibility and Impact; Business and Government Relations; Telecommunications Industry; China
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      Kirby, William C., F. Warren McFarlan, G.A. Donovan, and Tracy Manty. "China Mobile's Rural Communications Strategy." Harvard Business School Case 309-034, January 2009. (Revised May 2011.)
      • January 2009 (Revised June 2010)
      • Case

      Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture

      By: Ranjay Gulati
      Customer centricity has been an important part of the culture at Cisco Systems since its inception. While part of this is attributable to values put in place by the founders and retained by subsequent management, it is also closely interwoven with its organizational... View Details
      Keywords: Customer Satisfaction; Organizational Design; Organizational Structure; Organizational Change and Adaptation; Change Management; Organizational Culture; Research and Development; Job Cuts and Outsourcing; Employees; Brands and Branding; Customer Relationship Management; Business Units
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      Gulati, Ranjay. "Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture." Harvard Business School Case 409-061, January 2009. (Revised June 2010.)
      • 2008
      • Book

      Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

      By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
      Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
      Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation
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      Heskett, James L., W. Earl Sasser Jr., and Joe Wheeler. Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Harvard Business Press, 2008.
      • November 2008 (Revised November 2008)
      • Case

      Cyworld: Creating and Capturing Value in a Social Network

      By: Sunil Gupta and Sangman Han
      In May 2008, the new CEO of Cyworld, a social network company in Korea, had to decide how to create and capture value from his rapidly growing user base. Cyworld was founded in 1999, and in 2003 it was acquired by SK Telecom, a leading mobile service provider in Korea.... View Details
      Keywords: Customer Value and Value Chain; Consumer Behavior; Social and Collaborative Networks; Segmentation; Value Creation; South Korea
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      Gupta, Sunil, and Sangman Han. "Cyworld: Creating and Capturing Value in a Social Network." Harvard Business School Case 509-012, November 2008. (Revised November 2008.)
      • Article

      Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006

      By: Leonard A. Schlesinger, Fred Sanfilippo, Neeli Bendapudi and Anthony Rucci

      Several characteristics of academic health centers have the potential to create high levels of internal conflict and misalignment that can pose significant leadership challenges.

      In September 2000, the positions of Ohio State University (OSU) senior vice... View Details

      Keywords: Employee Relationship Management; Customer Value and Value Chain; Organizational Structure; Performance Improvement; Customer Satisfaction; Organizational Change and Adaptation; Leading Change; Service Delivery; Satisfaction; Health Care and Treatment; Health Industry; Ohio
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      Schlesinger, Leonard A., Fred Sanfilippo, Neeli Bendapudi, and Anthony Rucci. "Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006." Academic Medicine 83, no. 9 (September 2008).
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