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  • 2019
  • Working Paper

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
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  • 2010
  • Mimeo

An Analysis of the Impact of 'Substantially Heightened' Capital Requirements on Large Financial Institutions

By: Anil Kashyap, Jeremy C. Stein and Samuel G. Hanson
We examine the impact of "substantially heightened" capital requirements on large financial institutions, and on their customers. Our analysis yields three main conclusions. First, the frictions associated with raising new external equity finance are likely to be... View Details
Keywords: Financial Institutions; Governing Rules, Regulations, and Reforms; Capital; Equity; Financing and Loans; Credit
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  • Web

Financial Management of Smaller Firms - Course Catalog

own or manage a small business, provide consulting or financial services to these businesses, or invest in smaller businesses. These smaller businesses are privately owned, are typically led by a... View Details
  • March 2015
  • Teaching Plan

Goldman Sachs: Anchoring Standards after the Financial Crisis

By: Rajiv Lal and Lisa Mazzanti
Keywords: Reputation; Financial Crisis; Financial Services Industry
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  • 11 Jan 2024
  • Blog Post

My Summer of Joy with the National Parks Service

This article was originally published by HBS Recruiting: Insights & Advice. Hi all, my name is Rhea! I was lucky enough to work for the National Park Service this summer as a business management intern with the Submerged Resources... View Details
  • 04 Dec 2023
  • Blog Post

My Summer of Joy with the National Parks Service

Hi all, my name is Rhea! I was lucky enough to work for the National Park Service this summer as a business management intern with the Submerged Resources Center (SRC). The SRC is the NPS national dive program, responsible for... View Details
Keywords: Nonprofit / Government
  • Summer 2013
  • Article

Analyzing Performance of Service Organizations: Balanced Benchmarking Can Identify Best Practices That Are Often Hidden

By: H. David Sherman and Joe Zhu
Just as sports teams have increasingly relied on rigorous quantitative analyses, so have many businesses. In particular, a growing number of service organizations have been investigating the use of a sophisticated linear programming technique called DEA, or data... View Details
Keywords: Balanced Benchmarking; Management
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  • Web

Creating the Modern Financial System - Course Catalog

cases highlight the introduction of new financial markets (such as the Dojima futures market in early modern Japan) or the creation of new instruments (such as mortgage-backed securities), others trace the... View Details
  • 10 May 2017
  • Research & Ideas

Amazon Web Services Changed the Way VCs Fund Startups

cloud-based software and service companies, which could take advantage of AWS to decrease costs, versus others like biotechs that were less impacted by the new technologies. “The goal was to try and... View Details
Keywords: by Michael Blanding; Financial Services; Financial Services; Financial Services
  • summer 1970
  • Article

Marketing Strategy and Bank Service Interaction: A Probability Model

By: D. B. Crane
Keywords: Marketing; Strategy; Banks and Banking
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  • February 2005
  • Article

Financial Analyst Characteristics and Herding Behavior in Forecasting

By: Michael B. Clement and Senyo Tse
This study classifies analysts' earnings forecasts as herding or bold and finds that (1) boldness likelihood increases with the analyst's prior accuracy, brokerage size, and experience and declines with the number of industries the analyst follows, consistent with... View Details
Keywords: Experience and Expertise; Forecasting and Prediction; Performance Evaluation; Financial Services Industry
Related
  • Web

Strategic Financial Analysis Online Course | HBS Online

Compare organizations’ performance and recognize value and differentiation drivers within industries Understand what types of financial analysis and valuation methods are most appropriate in different situations Use View Details
  • 01 Sep 2017
  • News

HBS Fund Supports Core Priorities Including Financial Aid

after graduating,” she explains. “I want to help put others in a position to choose careers based on impact and enrichment, not just a paycheck.” (photo by Susan Young) To direct your HBS Fund gift to fellowships, look for the “Student... View Details
  • August 2013 (Revised November 2015)
  • Case

Prudential Financial - General Motors Pension Risk Transfer: Back to the Future?

By: Luis M. Viceira and Emily A. Chien

In November 2012, Prudential Financial and General Motors closed on a $25.1B pension risk transfer (PRT) transaction, the largest of its kind to date by an order of magnitude both in the U.S. market and globally. In exchange for an in-kind transfer of $25.1B in... View Details

Keywords: Risk Management; Asset Management; Insurance; Retirement; Financial Services Industry; Financial Services Industry
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  • 19 Nov 2009
  • Working Paper Summaries

Management and the Financial Crisis (We Have Met the Enemy and He is Us …)

Keywords: by William A. Sahlman
  • November 2010
  • Teaching Note

Citigroup 2007: Financial Reporting and Regulatory Capital (TN)

By: Edward J. Riedl, Suraj Srinivasan and Sharon Katz
Teaching Note for 111041. View Details
Keywords: Financial Statements; Capital; Governing Rules, Regulations, and Reforms; Financial Services Industry
Related
  • March 2021
  • Article

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Service Operations; Customer Relationship Management; Customer Satisfaction; Performance
Related
  • Web

WRDS - Wharton Research Data Services | Baker Library

WRDS - Wharton Research Data Services Platform hosting financial, accounting, banking, economics, management, marketing, and public policy databases accessible through a single interface. Read More WRDS is a web-based business data... View Details
  • 05 Apr 2021
  • Blog Post

The MBA Response: A Calling to Leadership & Service

Seizing this opportunity, they founded “MBAs Fight COVID”, an initiative that matched HBS students with business owners seeking help. Soon, as the community of service-minded MBAs expanded and grew to include other MBA programs around the... View Details
  • Web

Stata and Maintaining Version Stability - Research Computing Services

will obtain the same results with the new version for a project you've been working on for a number of years? Current Stata: Version command Stata has the excellent command version that maintains backwards compatibility for the execution engine: version # sets the... View Details