Publications

April 2001
Teaching Note

MindSpring TN

By: Jeffrey F. Rayport, Steven Silverman and William A. Sahlman

Teaching Note for (9-899-178). For book only - not listed on case. View Details

Keywords: Customer Satisfaction; Growth and Development Strategy; Mergers and Acquisitions; Organizational Culture; Competitive Strategy; Web Services Industry

September 1999 (Revised February 2004)
Case

Juice Guys (B)

By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle

The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details

Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry

06 Aug 2020
Research & Ideas

Who Will Give You the Best Professional Guidance?

frequency of promotions, employee satisfaction surveys, and external recognition as leaders and contributors. Learn more about how internal coaching and talent and development is evolving inside organizations. Therapist What used to be... View Details

Keywords: by Julia B. Austin

12 Mar 2018
Op-Ed

Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist

innovations and superior service that companies create customer satisfaction and loyalty. That, in turn, leads to increased revenues and ultimately greater profitability—the basis for creating ongoing shareholder value. The key to... View Details

Keywords: by Bill George; Banking

05 Jul 2006
Research & Ideas

Reinventing the Dowdy Savings Bond

product," he adds. "But they're an attractive product for some savers, particularly those who find it difficult to open a bank account and want to put some money where they're not going to think about it." For now, Tufano has the View Details

Keywords: by Julia Hanna; Banking; Financial Services

07 Nov 2005
What Do You Think?

Is Less Becoming More?

Too much innovation merely increases complexity without creating economic benefits for either the producer or the consumer. In his book, The Paradox of Choice, Barry Schwartz maps the adverse impact of what he calls the "culture of abundance" on everything... View Details

Keywords: by James Heskett; Consumer Products

September 1999 (Revised September 1999)
Case

Convergys Corporation

By: Stephen P. Bradley and Kelley Porter

Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Growth and Development Strategy; Management Practices and Processes; Service Delivery; Service Operations; Strategy; Competitive Strategy; Corporate Strategy; Information Industry; Service Industry

September–October 2013
Article

Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services

By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats

The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing.... View Details

Keywords: Job Cuts and Outsourcing; Medical Specialties; Health Care and Treatment; Customer Focus and Relationships; Learning; Customer Satisfaction; Health Industry

Find at Harvard

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January 2010 (Revised April 2010)
Case

Credit Suisse Group: Managing Equity Research as a Business

By: Boris Groysberg, Paul M. Healy and Sarah Abbott

In 2003, in the midst of industry turmoil and company-specific challenges, Stefano Natella was named Global Head of Equity Research at Credit Suisse. Over a six-year period, Natella implemented and refined a new methodology for valuing equity research analysts, both... View Details

Keywords: Business Model; Change Management; Customer Satisfaction; Compensation and Benefits; Selection and Staffing; Balanced Scorecard; Organizational Change and Adaptation; Financial Services Industry

13 Jan 2014
Research & Ideas

How Government Can Restore the Faith of Citizens

research , Buell and Norton had experimented with customer satisfaction in travel and dating websites. They found that when these sites visually showed the effort being exerted by the site during searches or transactions, customers were... View Details

Keywords: by Michael Blanding

2016
Working Paper

The Impact of Supplier Inventory Service Level on Retailer Demand

By: Nathan Craig, Nicole DeHoratius and Ananth Raman

To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier's service level on demand from... View Details

Keywords: Customer Satisfaction; Forecasting and Prediction; Learning; Consumer Behavior; Service Delivery; Performance Expectations; Apparel and Accessories Industry; Service Industry

SSRN

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11 Mar 2001
Research & Ideas

Wired and Black: Focus on Careers

are," he said. Good managers, he added, should "value what others devalue." "If marketing is the priority, look at manufacturing," Thomas suggested. Seeking Balance In the end, though, all the panelists said job View Details

Keywords: by Carrie Levine

22 Oct 2013
First Look

First Look: October 22

Publications August 2013 PLoS ONE Prosocial Bonuses Increase Employee Satisfaction and Team Performance By: Anik, Lalin, Lara B. Aknin, Elizabeth W. Dunn, Michael I. Norton, and Jordi Quoidbach Abstract—In three field studies, we... View Details

Keywords: Sean Silverthorne

February 1996 (Revised November 1996)
Case

Wainwright Industries (A): Beyond the Baldrige

By: Rosabeth M. Kanter and Norman Klein

Traces the growth of Wainwright, a small automotive supply company, focusing on its commitment to quality in 1981 and the evolution of its quality culture. Breakthrough programs that stress "trust and belief" in the workforce and commitment to customers result in... View Details

Keywords: Quality; Customer Satisfaction; Customer Relationship Management; Ethics; Business or Company Management; Standards; Machinery and Machining; Organizational Change and Adaptation; Organizational Culture; Auto Industry; Missouri

May 1997 (Revised October 2007)
Case

Teradyne: The Aurora Project

By: Joseph L. Bower

Three cases deal with the introduction of a new product to Teradyne's line of semiconductor test equipment. Teradyne: Managing Strategic Change provides historic and administrative background for the other two cases. This case deals with the problems facing the head of... View Details

Keywords: Business Divisions; Business Startups; Customer Satisfaction; Product Launch; Product Development; Corporate Strategy; Semiconductor Industry