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Business History - Faculty & Research

Rwanda’s cultural, political, and economic landscape, exploring the interplay between governance, pro-business policies, and long-term development goals. It examines Rwanda’s marketability factors, including its ease of doing business, foreign direct investment... View Details

• 02 Jun 2022
• Research & Ideas

Blissful Thinking: When It Comes to Finding Happiness, 'Your Dreams Are Liars'

graduated. “Here’s the good news: They got everything they wanted,” Brooks said. “Here’s the bad news: They wanted the wrong thing. The result is that they’re not as happy as they could be. We need to teach a class on happiness,” Brooks concluded. A social scientist... View Details

Keywords: by Dan Morrell

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Technology & Innovation - Faculty & Research

sales or lean into the bottom-up, developer-led momentum that had already propelled it to eight-figure ARR within a month of launching a paid plan? This case examines strategic trade-offs in AI-first product companies, evaluate paths to defensibility in a fiercely... View Details

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Profiles - MBA

unprecedented scale of collaboration. Whether I was working on the Data Infrastructure production team building entity recognition pipelines or with the Natural Language Processing research team developing a sentiment analysis technique,... View Details

• 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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Related

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.)

• 14 Jun 2016
• First Look

June 14, 2016

a way for managers to balance the analytical side of their work with the human side and find a sound way forward when analysis falls short. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=50601 forthcoming Patent... View Details

Keywords: Sean Silverthorne

• 06 Apr 2010
• First Look

First Look: April 6

competition for the past 20 years: an ad hoc, laissez-faire vision promoted by the United States versus a managed vision relying on multilateral rules and international organizations promoted by the European Union. Although the American... View Details

Keywords: Martha Lagace

• 01 Sep 2023
• News

Solving for Z

With nearly 20 years of experience as a senior human resources executive, Matthew Breitfelder (MBA 2002) has seen a lot of change in the corporate talent space. But what’s happening now looks like a tectonic generational shift. From his perch as global head of human... View Details

Keywords: Alexander Gelfand; Illustrations by Doug Chayka; Administration of Human Resource Programs; Government

• May 2022
• Supplement

Maestro Pizza (C): Taking the Fight Outside

By: Ramon Casadesus-Masanell and Fares Khrais

Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza at affordable prices. The business grew rapidly and under the radar at first, but soon enough caught the attention of... View Details

Keywords: Competitive Strategy; Competitive Advantage; Competition; Market Entry and Exit; Emerging Markets; Business Startups; Corporate Entrepreneurship; Product Positioning; Disruption; Disruptive Innovation; Advertising; Advertising Campaigns; Social Media; Forecasting and Prediction; Crisis Management; Growth and Development Strategy; Brands and Branding; Product Development; Production; Service Delivery; Business Growth and Maturation; Financial Statements; Cost Management; Analysis; Quality; Performance Consistency; Customer Satisfaction; Profit; Family Ownership; Food and Beverage Industry; Middle East; Saudi Arabia

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Related

Casadesus-Masanell, Ramon, and Fares Khrais. "Maestro Pizza (C): Taking the Fight Outside." Harvard Business School Supplement 722-401, May 2022.

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Business Fundamentals Course - CORe | HBS Online

Demand: Foundations Strategies for Assessing and Increasing Demand Suppliers and Cost Markets Competition and Differentiation Featured Exercises Develop effective pricing strategies Apply conjoint analysis... View Details