Publications
Publications
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- Faculty Publications (439)
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- Research Summary
How to Manage Customers for Increased Profits and Customer Satisfaction
By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ... View Details
- Teaching Interest
Investment Managment for Professional and Personal Investors
By: Luis M. Viceira
IMPPI is suitable for all students interested in gaining a broad perspective on investing and the asset management business, including those targeting careers in asset management and those interested in learning how to become sophisticated consumers of investment... View Details
- Research Summary
Managing Networked Businesses
Platform-based businesses that leverage network effects face a distinctive set of management challenges. A platform encompasses components and rules that facilitate interactions between the platform's users. A platform-based product or service exhibits a network... View Details
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- Forthcoming
- Article
No Line Left Behind: Assortative Matching Inside the Firm
By: Achyuta Adhvaryu, Vittorio Bassi, Anant Nyshadham and Jorge Tamayo
How do firms pair workers with managers, and which constraints affect the allocation of labor within the firm? We characterize the sorting pattern of managers to workers in a large readymade garment manufacturer in India and then explore potential drivers of the... 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
- Teaching Interest
Overview
I currently teach a module in the HBS Owner President Management (OPM) program that is entitled Innovation @Work. The module is designed to provide a general manager perspective on how to lead innovation and transform organizations, industries, and society. The role... View Details
Keywords: Innovation ＆ Entrepreneurship; General Management; Technological Innovation; Entrepreneurship; Information; Innovation and Invention; Leadership; Organizations; Risk and Uncertainty; Social Enterprise; Strategy; Technology; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Africa; Asia; Latin America; Middle East; North and Central America; Europe
- 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: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
Keywords: Service Operations; Customer Satisfaction; Customer Retention; Customer Behavior; Operational Transparency; Customer Compatibility; Engagement; Customers; Decision Making; Design; Management; Operations; Quality; Relationships; Social Psychology; Technology; Value; Service Industry; Service Industry; Service Industry; Service Industry; Service Industry; Service Industry
- Research Summary
Overview
By: Isamar Troncoso
Professor Troncoso's research explores problems related to digital marketplaces and AI applications in marketing, and combines toolkits from econometrics, causal inference, and machine learning. She has studied how different platform design choices can lead to... View Details
- Research Summary
Overview
Engaged with field work in South Asia and East Africa, Professor Hussam places a focus on exploring questions with strong theoretical motivation in the economics literature as well as relevant downstream policy implications. Her research spans four broad interests.... View Details
- Research Summary
Overview
By: Antonio Moreno
One major theme of Professor Moreno’s research has been retail channel integration and so-called “omnichannel retail.” In omnichannel retail, retailers provide their customers with a shopping experience that may involve different channels in a way that aims to be... View Details
Keywords: Omnichannel; Omni-channel; Omnichannel Retail; Omnichannel Retailing; Retail; Customer Value and Value Chain; Information Management; Technological Innovation; Distribution; Distribution Channels; Logistics; Product; Product Design; Service Delivery; Supply Chain; Supply Chain Management; Information Technology; Internet; Online Technology; Technology Adoption; Technology Platform; Service Industry; Service Industry; Service Industry; Europe; Spain; Latin America
- 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
Service Excellence by Design
By: Frances X. Frei
This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see
View Details
- Research Summary
The Servicification of the U.S. Economy: The Role of Startups versus Incumbent Firms
By: Karen Mills
Over the last few decades, the U.S. economy has exhibited a significant shift from manufacturing towards services. This transition has been particularly prominent in an important subcategory of services industries that drives innovation and employs many high-wage... View Details
- Research Summary
The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services
By: Karen Mills
An active debate has centered on the importance of manufacturing for driving innovation in the U.S. economy. This paper offers an alternative framework that focuses on the role of suppliers of goods and services (the “supply chain economy”) in national performance. We... 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
- Teaching Interest
Transforming Customer Experiences - Executive Education
By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details
- Forthcoming
- Article
You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance
By: Astrid Marinoni and Maria P. Roche
This paper examines the impact of the expansion of the US Postal Service in the late 19th century
on firm creation and performance. Utilizing newly digitized archival data on historic business establishments,
post office locations, and road networks in California,... View Details
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