Publications

Publications

Filter Results: (838) Arrow Down
Filter Results: (838) Arrow Down Arrow Up

Show Results For

Show Results For

← Page 24 of 838 Results →
  • 21 Jan 2020
  • Blog Post

Meet the AFAA Club

Additionally, the club hosts an annual career fair at which employers can meet AFAA members in a more personal setting to explore internship and full-time career opportunities. Both potential employers and current students have expressed a great deal of View Details
Keywords: All Industries
  • Portrait Project

Jake Cusack

an 18-year old kid in 120-degree heat. The satisfaction of successfully capturing an insurgent — but then the angst of wondering what hope we were offering to the young family he left behind. The luck of getting credit undeserved. The... View Details
  • 26 Jan 2016
  • First Look

January 26, 2016

sites quickly become choked with low-quality content. While clicks rise, customer satisfaction plummets. The glitches, say the authors, are not in the algorithms but in the way we interact with them. Managers need to recognize their two... View Details
Keywords: Sean Silverthorne
  • February 2016 (Revised February 2020)
  • Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
Related
  • 01 Sep 2018
  • News

Research Brief: Where Top-Down Tops Out

stay, and job satisfaction of staff. In the study, the researchers looked at CEOs with tenure in at least two organizations and compared the performances of hospitals with new CEOs against those that did not experience a change at the... View Details
Keywords: Jennifer Myers
  • January 2000
  • Case

The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case

By: Jill Avery and Gerald Zaltman
An in-depth study of consumers' thoughts and feelings about a branded candy bar. View Details
Keywords: Brand Management; Brand Equity; Brand Communication; Brand ＆ Product Management; Brand Building; Brand Positioning; Brand Storytelling; Brand Strategy; Brand Value; Branding; Marketing; Advertising; Customer Satisfaction; Brands and Branding; Consumer Behavior; Food and Beverage Industry; Consumer Products Industry
Related
  • 27 Feb 2017
  • Working Paper Summaries

Seeking to Belong: How the Words of Internal and External Beneficiaries Influence Performance

Keywords: by Paul Green, Francesca Gino, and Bradley R. Staats
  • September 24, 2024
  • Article

4 Steps That Can Optimize Your Sales Process

By: Frank V. Cespedes, Scott Peterson and Daniel Weinfurter
Sales is a performance art where outcomes matter, so most advice here focuses on closing the sale. But a close is the result of actions and choices that occur earlier in the process: how much time and effort to spend on customer discovery (understanding what and to... View Details
Keywords: Sales; Customer Satisfaction; Growth and Development Strategy; Competitive Advantage
Related
  • Article

How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods

In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical... View Details
Keywords: Customer Satisfaction; Price; Service Delivery; Mathematical Methods; Competition; Food and Beverage Industry; Service Industry
Related
  • 14 May 2021
  • News

4 Strategies to Simplify the Customer Journey

  • Profile

David Gellis

mission'," David says. "I found that the things I liked about journalism and a hunger for the larger issues were all in health care. I could have the satisfaction of making a difference in individual lives while looking at... View Details
  • 17 Mar 2017
  • News

Clare B. Hawthorne (MBA 2012)

thread in my experiences was satisfaction in fixing things that were broken and creating efficiencies and processes.” While at HBS, she talked with alumni, professors, and classmates, and ultimately concluded that human resources aligned... View Details
  • 20 Mar 2018
  • First Look

First Look at New Research and Ideas, March 20, 2018

account for 96%–97% of this variance. Further analysis reveals that customers report relatively consistent satisfaction across transactions, but that some customers are habitually more satisfied than others. An empirical investigation of... View Details
Keywords: Sean Silverthorne
  • November 2019
  • Case

Scaling at Chief

By: Katherine B. Coffman, Jeffrey J. Bussgang, Kathleen L. McGinn, Julia Kelley and Katherine Chen
Chief is a New York-based peer network that provides mentorship, support, networking opportunities, and a sense of community to women executives. Co-founders Carolyn Childers and Lindsay Kaplan launched the company in January 2019, and just two months later, Chief has... View Details
Keywords: Entrepreneurship; Leadership Development; Expansion; Growth Management; Customer Satisfaction; North and Central America; United States; New York (state, US); New York (city, NY)
Related
  • 12 Apr 2023
  • News

Using AI to Adjust Your Marketing and Sales in a Volatile World

  • 21 May 2007
  • Research & Ideas

Fixing the Marketing-CEO Disconnect

problem is that these managers don't know what metrics to measure or how to interpret the results. They may collect all manner of plausible marketing-performance metrics, from customer satisfaction to retention, but if these can't be... View Details
Keywords: by Sean Silverthorne
  • April 2008 (Revised March 2015)
  • Case

TheLadders (A)

By: Peter A. Coles, Benjamin Edelman, Brian J. Hall and Nicole Bennett
Despite strong appeal among job seekers and outside recruiters, TheLadders' corporate job listings seem to lag. Could raising prices help solve the problem? TheLadders considers this strategic paradox. View Details
Keywords: Customer Satisfaction; Price; Recruitment; Job Search; Marketing Strategy; Employment Industry
Related
  • 26 Feb 2025
  • Blog Post

Exploring value-based care: My summer internship with Main Street Health

Health Care During the internship, I had the opportunity to interview 30+ employees from their on-the-ground workforce to better understand their drivers of satisfaction and opportunities to improve efficiency. Through this, I gained... View Details
Keywords: Health Care
  • 25 Jun 2024
  • News

On the Move: Alexis DePree (MBA 2007)

When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment. DePree joined Nordstrom in... View Details
Keywords: retail; customer service; supply chain management; career experience; Retail Trade
  • 01 Apr 2000
  • News

Rethinking Call Centers: Effective Delivery of Service is Key

a direct effect on retention of existing clients and can have a significant impact on acquiring new business. The result is that satisfaction is based on how well an institution meets and exceeds a customer's expectations in every... View Details