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- Research Summary
Managing Marketspace Service Interfaces
Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details
- 2015
- Other Teaching and Training Material
Marketing Reading: Digital Marketing
By: Sunil Gupta and Joseph Davin
Digital technology has changed how consumers search for information, interact with each other, and buy products. The popularization of these technologies has made it possible for companies to have a better understanding of their customers' decision journey and... View Details
- Teaching Interest
Marketing Strategies for Profitable Growth—China
By: John A. Deighton
Maintaining quality standards and sustaining profitable growth in China's rapidly evolving marketplace requires powerful marketing strategies that enable organizations to build and nurture long-term customer relationships. To help... View Details
- Teaching Interest
Overview
By: Rob Markey
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details
Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
- Research Summary
Overview
By: Feng Zhu
Professor Zhu’s research focuses on the design of platform business models and its impact on platform performance. Platforms have become central to our economy. A platform is a product or service that enables two or more customer groups to interact. For example,... View Details
- Research Summary
Overview
By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details
- Research Summary
Overview
By: Iavor I. Bojinov
Over the last decade, technology companies like Amazon, Google, and Netflix have pioneered data-driven research and development processes centered on massive experimentation. However, as companies increase the breadth and scale of their experiments to millions of... View Details
- Research Summary
Overview
Professor Ferreira's research primarily focuses on how retailers can use algorithms to make better revenue management decisions, including pricing, product display, and assortment planning. In the retail industry, anticipating consumer demand is arguably one of the... View Details
- Research Summary
Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage
By: W. Earl Sasser
Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
- Research Summary
Using Cost Information In Pricing Decisions
By: V.G. Narayanan
Professor Narayanan studies the use of cost information in pricing decisions. In particular, he studies how customer profitability information affects the product pricing decisions of managers. View Details
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