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01 Dec 2022
News

Case Study: Your Call Is Important to Us

If you’ve ever tried to call an airline or almost any service business of a certain size, you’re probably familiar with the problem: After navigating a seemingly endless set of options, you’re asked by an automated message to share information, but it fails to... View Details

Keywords: Computer Systems Design and Related Services; Professional Services

01 Sep 2007
News

Where Are They Now?

concept, which holds that customer/employee satisfaction is mutually reinforcing and enhances profitability. In 1999, after a year as jack-of-all-trades at Brown University, his alma mater, Schlesinger went to the firm now known as... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Food Services and Drinking Places; Hospitality; Clothing and Clothing Accessories Stores; Retail Trade

January–February 2024
Article

Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments

By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh

Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details

Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement

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Article

Are You Really Innovating Around Your Customers' Needs?

By: Sunil Gupta

Every company believes it is customer-centric. However, most of them are product- and service-centric first, focusing on how to enhance their offerings rather than putting themselves in their customers’ shoes. To come up with truly innovative customer-centric ideas,... View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Innovation and Management

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May 2012
Background Note

Innovation Magic

By: Stefan Thomke and Jason Randal

Why do certain product and service experiences seem like magic, making them all but destined for success, while other items languish on store shelves? For a better understanding of that, perhaps there's no better place to turn to than the world of magic. Consider that... View Details

Keywords: Innovation; Product Differentiation; Experimentation; Personal Strategy ＆ Style; Innovation and Invention; Creativity; Service Operations; Product; Customer Satisfaction

01 Jun 2020
What Do You Think?

Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?

ablokhin SUMMING UP Is the Amazon Organization Losing Its Ability to Learn? There was little sympathy for Amazon’s loss of online retail market share at the outset of the current global pandemic among respondents to this month’s column. As “Shock” put it, “It’s somehow... View Details

Keywords: by James Heskett; Retail

2025
Working Paper

Algorithmic Assortment Curation: An Empirical Study of Buybox in Online Marketplaces

By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno

Most online sales worldwide take place in marketplaces that connect sellers and buyers. The presence of numerous third-party sellers leads to a proliferation of listings for each product, making it difficult for customers to choose between the available options. Online... View Details

Keywords: Algorithms; E-commerce; Sales; Digital Marketing; Internet and the Web; Customer Satisfaction

SSRN

May 1993
Case

Patient Transfusion Services Lab of Central Blood Bank

By: James L. Heskett

The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services. View Details

Keywords: Health Care and Treatment; Quality; Service Operations; Mathematical Methods; Customer Satisfaction; Health Industry

01 Oct 1999
News

Eight Among Many: Nancy J. Karch

partners. Another source of satisfaction for Karch is the strong consumer practice she helped to build in Chicago, her hometown. Karch, who is active in Atlanta's Woodruff Arts Center, has never regretted forsaking her academic... View Details

Keywords: Susan Young

01 Sep 2013
News

The Joy of Spending

TV that you bought in college," says Norton. "Now think back to spring break in college. It might have cost the same amount to go on spring break as it did to buy that TV, but the memories from spring break are making you happier now." But View Details

Keywords: Publishing Industries (except Internet); Information; Colleges, Universities, and Professional Schools; Educational Services

01 Dec 2005
News

Faculty Books

intelligence.” No one bats a thousand, in business or in life, but you can increase your betting success rate and your satisfaction with your successes. Negotiation, Decision Making, and Conflict Management edited by Max H. Bazerman... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Publishing Industries (except Internet); Information

15 May 2012
News

Finally Finding the Right Fit

moved to Amsterdam for a consulting job with Bain. But that didn’t provide the satisfaction he envisioned. Increasingly, he longed to return to his roots in retailing. “I always dreamed of being in the branding and fashion business,” he... View Details

Keywords: fashion; apparel; Apparel Manufacturing; Manufacturing

Web

IT Strategy: Improving Service to Support Innovation | Information Technology

resulted in significant efficiency gains in TSS’s support workflows and increased satisfaction from customers. In FY24, TSS recorded four consecutive months of 100% satisfaction when surveying the community.... View Details

July 2016
Case

Cataumet Boats, Inc.

By: W. Earl Sasser and Mark Davis

Jaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that her family's business, Cataumet Boats, which her grandparents started and which her mother and... View Details

Keywords: Business or Company Management; Family Business; Production; Cost Management; Transportation; Customer Satisfaction

December 2013 (Revised March 2016)
Case

Managing Online Reviews on TripAdvisor

By: Thales Teixeira and Leora Kornfeld

In 2013, TripAdvisor was the most visited online travel site in the world. It hosted a massive repository of information on hotels and travel services, and provided millions of reviews written by consumers. Consumers were becoming increasingly motivated to read and... View Details

Keywords: Online Word-of-mouth; Online Reviews; Hotels; Internet and the Web; Marketing Communications; Marketing Reference Programs; Digital Marketing; Customer Satisfaction; Accommodations Industry; Travel Industry