Publications
Publications
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(1,713)
- Faculty Publications (483)
- March 2006
- Background Note
Customer-Introduced Variability in Service Operations
By: Frances X. Frei
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or... View Details
- 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
- November 2005 (Revised September 2007)
- Case
Beijing Hualian
By: David E. Bell and Mary L. Shelman
China's fifth largest domestic retailer faced intensifying competition from Wal-Mart and Carrefour with the opening of China's fast-growing retail market in January 2005. In response, Beijing Hualian developed a new "Family Store" format targeted at the nation's... View Details
- October 2005 (Revised September 2006)
- Case
Museum of Fine Arts Boston
By: V. Kasturi Rangan and Marie Bell
One of Boston's main cultural attractions, the Museum of Fine Arts (MFA), has experienced a steady decline of its core audience over the last decade. The museum's executive director attempted to bridge the shortfall by staging new, innovative, special exhibitions,... View Details
- July 2005 (Revised April 2006)
- Case
Carnival Cruise Lines
By: Lynda M. Applegate, Robert Kwortnik and Gabriele Piccoli
Highlights the potential value of customer data and the choices and challenges the firm faces when attempting to capture this value. Carnival collects a significant amount of individual-level behavioral and demographic customer data. Senior management must now decide... View Details
- January 2005 (Revised June 2005)
- Case
Zipcar: Influencing Customer Behavior
By: Frances X. Frei and Hanna Rodriguez-Farrar
At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who... View Details
- 2005
- Article
Early Decisions: A Regulatory Framework
By: John Beshears, James J. Choi, David Laibson and Brigitte C. Madrian
We describe a regulatory framework that helps consumers who have difficulty sticking to their own long-run plans. Early Decision regulations help long-run preferences prevail by allowing consumers to partially commit to their long-run goals, making it harder for a... View Details
- December 2004 (Revised December 2005)
- Case
Nectar: Making Loyalty Pay
By: John A. Deighton
Loyalty Management UK (LMUK) manages British supermarket chain Sainsbury's frequent-shopper card program, called Nectar. LMUK uses Sainsbury's sponsorship as the magnet to attract other retailers into a profitable, multisponsor loyalty network. Examines the economics... View Details
- November 2004
- Case
The Electronic Product Code: Future Impact on the Global Food System
By: Ray A. Goldberg and James Weber
The Electronic Product Code (EPC) is a successor to the Uniform Product Code and will improve the efficiency and traceability of the global food system. This case focuses on how best to implement this new system and respect the privacy of the ultimate consumer, and the... View Details
- August 2004 (Revised February 2006)
- Case
Marketing James Patterson
By: John A. Deighton
Can a successful novelist use direct-to-consumer marketing to grow his brand? The author, who in a previous career ran a major advertising agency, uses advertising with great success to build his stature as a crime fiction writer. Further, he applies his experience at... View Details
- July 2004 (Revised December 2004)
- Case
RelayHealth
By: Joseph B. Lassiter III and Elizabeth Kind
RelayHealth provides secure, online communications for doctors, patients, and health plans. The company's services include online consultations, prescription renewals, and appointment scheduling. RelayHealth's business model derives subscription revenue from doctors... View Details
- May 2004 (Revised July 2004)
- Case
Clarence Saunders: The Comeback King
By: Nitin Nohria and Bridget Gurtler
Follows the rise and fall of the founder of the modern supermarket, Clarence Saunders. Prior to 1915, all staple shopping took place in the market or general store, where a clerk behind a counter pulled items from shelves for customers , measured them from a barrel, or... View Details
- January 2004
- Background Note
Why Developers Don't Understand Why Consumers Don't Buy
Looks at the psychological biases developers bring to the new product development process. Identifies three reasons why developers may do a poor job of identifying the demand for an innovative, new concept or product: (1) the self-selection bias, (2) differing initial... View Details
- December 2003 (Revised May 2004)
- Case
Sears Auto Centers (A) (Abridged)
By: Lynn S. Paine
In the early 1990s Sears faced and allegations by the California Department of Consumer Affairs that the company's auto repair centers had been overbilling customers and making unnecessary repairs. Top management must evaluate the problem and come up with a plan to... View Details
- November 2003 (Revised April 2004)
- Background Note
Why Consumers Don't Buy: The Psychology of New Product Adoption
Looks at the consumer psychology of new product adoption. Identifies a key reason why consumers do not adopt innovations as quickly as developers think they should--an irrational resistance to behavioral change. Identifies strategies for firms to manage and overcome... View Details
- October 2003 (Revised February 2004)
- Case
Cape Wind
By: John T. Gourville and Kerry Herman
Cape Wind has proposed placing a 170-tower wind farm, with each tower more than 400-feet tall, in Nantucket Sound. Not surprisingly, public reaction is mixed. Some view the wind farm as clean, renewable energy. Others view it as an eyesore and a desecration of a valued... View Details
- January 2003 (Revised September 2007)
- Background Note
A Note on Racing to Acquire Customers
Examines factors that motivate a firm's race to acquire customers in newly emerging markets and explores conditions under which racing strategies are likely to yield attractive returns. Provides a definition of racing behavior, introduces the notion of an optimal level... View Details
- August 2002 (Revised January 2003)
- Case
Siebel Systems: Anatomy of a Sale, Part 1
By: John A. Deighton and Das Narayandas
How does a $2 million software sale happen? This case traces efforts by Siebel Systems to sell lead management software to discount broker Quick & Reilly. The buying process is mapped out over four years. Covers in detail the last six months—from Siebel's initial... View Details
- August 2002 (Revised February 2003)
- Case
Siebel Systems: Anatomy of a Sale, Part 2
By: John A. Deighton and Das Narayandas
How does a $2 million software sale happen? This case traces efforts by Siebel Systems to sell lead management software to discount broker Quick & Reilly. The buying process is mapped out over four years. Covers in detail the last six months--from Siebel's initial... View Details