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      • August 2007 (Revised July 2008)
      • Case

      HCL Technologies (A)

      By: Linda A. Hill, Tarun Khanna and Emily Stecker
      When Vineet Nayar became president of HCL Technologies, a global IT services business, in April 2005, he knew the company needed drastic change. Since its founding as a hardware company in the 1970s, HCL had grown into an enterprise with $3.7 billion in revenues and a... View Details
      Keywords: Customer Relationship Management; Multinational Firms and Management; Employee Relationship Management; Leading Change; Organizational Change and Adaptation; Competition; Service Industry; Service Industry; India
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      Hill, Linda A., Tarun Khanna, and Emily Stecker. "HCL Technologies (A)." Harvard Business School Case 408-004, August 2007. (Revised July 2008.)
      • July 2007 (Revised March 2008)
      • Case

      ABRY Fund V

      By: Nabil N. El-Hage, Richard S. Ruback and Leslie Pierson
      In January 2006, Andrew Banks and Royce Yudkoff were considering raising a 5th fund for their media-focused private equity firm, ABRY Partners. ABRY had a strong track record that the co-founders attributed to their group's deep knowledge of the media industry and... View Details
      Keywords: Cooperative Ownership; Venture Capital; Customer Relationship Management; Asset Management; Private Equity; Judgments; Competitive Strategy; Media; Corporate Finance; Financial Services Industry; Financial Services Industry
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      El-Hage, Nabil N., Richard S. Ruback, and Leslie Pierson. "ABRY Fund V." Harvard Business School Case 208-027, July 2007. (Revised March 2008.)
      • July 2007 (Revised April 2008)
      • Teaching Note

      Dell Computers: Field Service for Corporate Clients (A) and Transition (B) (TN)

      By: Frances X. Frei
      Teaching Note to (603-067) and (607-081). View Details
      Keywords: Customers; Transition; Computer Industry
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      Frei, Frances X. "Dell Computers: Field Service for Corporate Clients (A) and Transition (B) (TN)." Harvard Business School Teaching Note 608-046, July 2007. (Revised April 2008.)
      • July 2007 (Revised February 2010)
      • Case

      Launching Telmore (A)

      By: Ramon Casadesus-Masanell, Celso Fernandez and Moritz Jobke
      When the Danish mobile phone service provider Telmore entered the market in October 2000, few people took notice. Its business model was not perceived as particularly aggressive or threatening to the industry. Less than three years later, Telmore's creative adaptation... View Details
      Keywords: Business Model; Disruptive Innovation; Market Entry and Exit; Creativity; Adaptation; Competitive Advantage; Telecommunications Industry; Denmark
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      Casadesus-Masanell, Ramon, Celso Fernandez, and Moritz Jobke. "Launching Telmore (A)." Harvard Business School Case 708-414, July 2007. (Revised February 2010.)
      • July 2007 (Revised March 2008)
      • Background Note

      Staging Two-Sided Platforms

      By: Thomas R. Eisenmann and Andrei Hagiu
      Firms that aspire to develop two-sided platforms face a formidable challenge. Prospective users on each side will not invest in the platform until they are confident there will be enough users on the other side. Traditional strategies for dealing with this... View Details
      Keywords: Business Model; Risk Management; Two-Sided Platforms; Supply Chain; Strategy; Retail Industry
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      Eisenmann, Thomas R., and Andrei Hagiu. "Staging Two-Sided Platforms." Harvard Business School Background Note 808-004, July 2007. (Revised March 2008.)
      • June 2007 (Revised January 2008)
      • Case

      The Vanguard Group, Inc. in 2006 and Target Retirement Funds

      By: Luis M. Viceira
      The Vanguard Group is one of the largest asset managers in the U.S., with over $1 trillion in assets, ninety percent of which are mutual fund assets, and more than 12,000 employees at year-end 2006. Vanguard has built a strong reputation as the manager of reference for... View Details
      Keywords: Asset Management; Investment Funds; Personal Finance; Brands and Branding; Retirement; Trust; Financial Services Industry; United States
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      Viceira, Luis M. "The Vanguard Group, Inc. in 2006 and Target Retirement Funds." Harvard Business School Case 207-129, June 2007. (Revised January 2008.)
      • May 2007 (Revised April 2009)
      • Case

      Netflix

      By: Willy C. Shih, Stephen P. Kaufman and David Spinola
      Reed Hastings founded Netflix with a vision to provide a home movie service that would do a better job satisfying customers than the traditional retail rental model. But as it encouraged challenges it underwent several major strategy shifts, ultimately developing a... View Details
      Keywords: Business Model; Film Entertainment; Disruptive Innovation; Growth and Development Strategy; Distribution Channels; Service Delivery; Renting or Rental; Competitive Strategy; Motion Pictures and Video Industry
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      Shih, Willy C., Stephen P. Kaufman, and David Spinola. "Netflix." Harvard Business School Case 607-138, May 2007. (Revised April 2009.)
      • May 2007
      • Case

      Westin Hotels and Resorts: Operations of a Lifestyle Experience

      By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock
      Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details
      Keywords: Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry
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      Frei, Frances X., Chekitan S. Dev, and Laure Mougeot Stroock. "Westin Hotels and Resorts: Operations of a Lifestyle Experience." Harvard Business School Case 607-129, May 2007.
      • March 2007 (Revised March 2008)
      • Case

      The Nikkei 225 Reconstitution

      By: Robin Greenwood
      Taka Haneda, a proprietary trader at the Tokyo office of Goldman Sachs, has just learned that the Nikkei 225 will undergo a significant redefinition over the coming week. He faces several billion dollars of customer orders, as well as the opportunity to commit the... View Details
      Keywords: Financial Liquidity; Stocks; Investment Return; Price; Market Transactions; Financial Services Industry; Tokyo
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      Greenwood, Robin. "The Nikkei 225 Reconstitution." Harvard Business School Case 207-109, March 2007. (Revised March 2008.)
      • March 2007 (Revised August 2007)
      • Supplement

      Dell Computers (B): The Transition

      By: Frances X. Frei and Christine van Keuren
      The case presents the outcome of the (A) case and explores challenges in the PC industry up to early 2007. Michael Dell's return as CEO is also discussed. View Details
      Keywords: Customer Relationship Management; Managerial Roles; Service Delivery; Service Operations; Hardware; Technology Industry
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      Frei, Frances X., and Christine van Keuren. "Dell Computers (B): The Transition." Harvard Business School Supplement 607-081, March 2007. (Revised August 2007.)
      • February 2007
      • Case

      Behavioral Finance at JP Morgan

      By: Malcolm P. Baker and Aldo Sesia
      Following a successful model in Europe, JP Morgan has introduced a set of five U.S. retail mutual funds with an investment philosophy and marketing strategy grounded in behavioral finance. The asset management group believes that understanding investor biases like... View Details
      Keywords: Banks and Banking; Investment Funds; Behavioral Finance; Competitive Advantage; Asset Management; Marketing Strategy; Product Marketing; Customer Focus and Relationships; Financial Services Industry; Financial Services Industry; United States; Europe
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      Baker, Malcolm P., and Aldo Sesia. "Behavioral Finance at JP Morgan." Harvard Business School Case 207-084, February 2007.
      • February 2007 (Revised May 2007)
      • Case

      Li & Fung 2006

      By: F. Warren McFarlan, William C. Kirby and Tracy Manty
      Describes the opportunities and strategy facing one of the most innovative global supply-chain companies, and the strategy it has chosen to deal with the expanding demand for its services. Li & Fung links thousands of factories in India, China, and elsewhere to nearly... View Details
      Keywords: Customer Value and Value Chain; Supply Chain Management; Distribution Channels; Global Range; Strategy; Information Technology; Service Industry; Service Industry; China; India; United States; Europe
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      McFarlan, F. Warren, William C. Kirby, and Tracy Manty. "Li & Fung 2006." Harvard Business School Case 307-077, February 2007. (Revised May 2007.)
      • December 2006 (Revised September 2007)
      • Case

      Ponsse: From Finland to Global

      By: David E. Bell and Mary L. Shelman
      Finland-based Ponsse Oyj, with 2005 turnover of $250 million, is the only dedicated forest equipment company of size that remained in a consolidating industry. Competitors included global giants such as John Deere and Komatsu. Since his arrival at Ponsse in 2004, CEO... View Details
      Keywords: Globalized Firms and Management; Globalized Markets and Industries; Growth and Development Strategy; Performance Capacity; Expansion; Forest Products Industry; Forestry Industry; Russia; Finland; United States; Brazil
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      Bell, David E., and Mary L. Shelman. "Ponsse: From Finland to Global." Harvard Business School Case 507-002, December 2006. (Revised September 2007.)
      • August 2006
      • Background Note

      Analyzing Work Groups

      By: Linda A. Hill and Michel Anteby
      Work groups are the building blocks of organizations. They are found in all areas of an organization, from research and development to customer service, and at all levels, from the executive suite to the factory floor. Some are incredibly successful, while others are... View Details
      Keywords: Framework; Leadership Style; Service Operations; Organizational Culture; Performance Effectiveness; Groups and Teams; Research and Development; Behavior
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      Hill, Linda A., and Michel Anteby. "Analyzing Work Groups." Harvard Business School Background Note 407-032, August 2006.
      • July 2006
      • Case

      Boeing's e-Enabled Advantage

      By: Lynda M. Applegate, Joseph S. Valacich, Mara Vatz and Christoph Schneider
      Examines Boeing's new strategy of offering services to regain market dominance and help its struggling airline customers improve efficiency and profitability. View Details
      Keywords: Air Transportation; Business Strategy; Marketing Strategy; Service Operations; Air Transportation Industry
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      Applegate, Lynda M., Joseph S. Valacich, Mara Vatz, and Christoph Schneider. "Boeing's e-Enabled Advantage." Harvard Business School Case 807-011, July 2006.
      • May 2006 (Revised November 2006)
      • Case

      Willa Seldon at Tides Center (A)

      By: Linda A. Hill and Emily Stecker
      Willa Seldon, an African-American woman with 16 years of for-profit experience, was hired as executive director of Tides Center, a nonprofit in San Francisco, CA. Tides Center was a fiscal sponsor dedicated to supporting individuals and groups working toward social... View Details
      Keywords: For-Profit Firms; Nonprofit Organizations; Transition; Change Management; Leadership Style; Performance; Customer Satisfaction; San Francisco
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      Hill, Linda A., and Emily Stecker. "Willa Seldon at Tides Center (A)." Harvard Business School Case 406-072, May 2006. (Revised November 2006.)
      • April 2006 (Revised October 2006)
      • Case

      Best Buy Co., Inc.: Customer-Centricity

      By: Rajiv Lal, Carin-Isabel Knoop and Irina Tarsis
      With FY2005 sales of $27.3 billion, Richfield, Minn.-based Best Buy Co., Inc. was the leading retailer of consumer electronics, home-office products, and related services in North America. Its operations included the distinct store formats Best Buy, Future Shop in... View Details
      Keywords: Customer Focus and Relationships; Service Operations; Business Earnings; Financial Crisis; Failure; Business Model; Leadership; Segmentation; Value Creation; Electronics Industry; United States; Canada; Mongolia
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      Lal, Rajiv, Carin-Isabel Knoop, and Irina Tarsis. "Best Buy Co., Inc.: Customer-Centricity." Harvard Business School Case 506-055, April 2006. (Revised October 2006.)
      • April 2006
      • Background Note

      Informing Service Management with Customer Data

      By: Frances X. Frei and Dennis Campbell
      Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
      Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value
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      Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
      • April 2006 (Revised April 2008)
      • Course Overview Note

      Managing Service Operations: Understanding the Customer Operating Role

      By: Frances X. Frei
      Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
      Keywords: Service Operations
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      Frei, Frances X. "Managing Service Operations: Understanding the Customer Operating Role." Harvard Business School Course Overview Note 606-092, April 2006. (Revised April 2008.)​
      • April 2006
      • Background Note

      Designing Sustainable Service Models

      By: Frances X. Frei
      Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details
      Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value
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      Frei, Frances X. "Designing Sustainable Service Models." Harvard Business School Background Note 606-031, April 2006.
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