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  • Fall 2020
  • Article

Competing on Customer Outcomes

By: Marco Bertini and Oded Koenigsberg
Customers ultimately want to pay for meaningful outcomes, not the products and services that presumably deliver them. Today, companies can be increasingly accountable for those outcomes with three kinds of technologically-enhanced revenue models. Adopt one to better... View Details
Keywords: Market Positioning; Revenue Strategy; Customer Satisfaction; Marketing Strategy; Business Model; Value Creation
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  • 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
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  • 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
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  • 21 Jul 2003
  • Research & Ideas

Don’t Get Buried in Customer Data—Use It

customers." He cites the example of a major hotel chain that asks guests to complete a multiple-question satisfaction survey via their room's TV set during their stay. When one guest answered "extremely dissatisfied" to all... View Details
Keywords: by Jean Ayers
  • 30 Mar 2020
  • Research & Ideas

Readers Ask: I Need Tips for Working at Home

recombined with local knowledge. What’s the best place to be most productive? Choudhury: That's an interesting question. I feel the best place is where you get the most psychological satisfaction and that can be very different for every... View Details
Keywords: by Kristen Senz
  • 28 May 2019
  • News

In My Humble Opinion: Family Dynamic

to make a purchase.” Indonesia fast facts: 268 million people; 17,000 islands; 500 languages; 700 ethnicities. “It’s an amazingly vast, diverse culture.” Role model: Mother Teresa. “Reaching that level of selflessness would be my biggest View Details
Keywords: Julia Hanna; Offices of Other Holding Companies; Management
  • 09 Nov 2017
  • News

A Chance to Lead

the president and the CEO. “We were tiny, we were $4 billion in assets, a couple of hundred people. But I look at Vanguard [today], it's a thousand times as big as when I joined. And it's a far better company. Most companies that grow that much regress. I look today... View Details
  • 20 Aug 2020
  • Working Paper Summaries

Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments

Keywords: by Ryan W. Buell, Kamalini Ramdas, and Nazlı Sönmez; Health
  • 23 Mar 2017
  • Cold Call Podcast

Cost-cutting Leads to Turbulence in the Airline Industry

Keywords: Re: Susanna Gallani; Air Transportation; Travel
  • Article

Family Rituals Improve the Holidays

By: Ovul Sezer, Michael I. Norton, Francesca Gino and Kathleen Vohs
Rituals are central to family life. Three studies (N = 1098) tested the relationship between family rituals and holiday enjoyment and demonstrated that family rituals improve the holidays because they amplify family closeness and involvement in the experience. In Study... View Details
Keywords: Happiness; Behavior; Satisfaction; Family and Family Relationships
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  • June 2009
  • Teaching Note

Online Restaurant Promotions

By: Benjamin Edelman
Teaching Note for [909034]. View Details
Keywords: Service Operations; Customer Satisfaction; Entertainment; Networks; Price; Corporate Strategy; Technology; Service Industry
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  • 01 Dec 2018
  • News

Lighting the Way

teams is the ability to develop future leaders. I love to mentor all ages and backgrounds because I personally get great satisfaction in watching others develop into their full potential.” Fueled by their success, she is dedicated to... View Details
  • September 1990 (Revised April 1993)
  • Case

R.J. Reynolds Tobacco Co.

By: William J. Bruns Jr.
Following the company's purchase as a part of a leveraged buyout, the new management team of R.J. Reynolds Tobacco Co. had to decide what to do about the build-up of excess inventory of its independent wholesale customers. The case introduces students to the problems... View Details
Keywords: Activity Based Costing and Management; Customer Satisfaction; Business or Company Management; Business Growth and Maturation; Consumer Products Industry
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  • May 1993
  • Case

Alan Stein

By: Carl S. Sloane, Shoshana Zuboff and R.Keith Giarman
Deals with issues of adult and career development at mid-life. Describes the career and personal history of an adult male, choice points in his life, and how he made critical career and personal choices. Focuses in on his decision to "retire" from Goldman, Sachs at an... View Details
Keywords: Transition; Decision Choices and Conditions; Personal Development and Career; Retirement; Satisfaction
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  • 2010
  • Other Unpublished Work

Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions

By: Jill Avery
An ethnographic study of a brand community following the launch of the Porsche Cayenne SUV finds that brand extensions can negatively affect the value of their parent brands. By studying the collective response to brand extensions of existing consumers and by... View Details
Keywords: Brands; Brand Management; Brand Positioning; Brand Equity; Internet; Social Media; Customers; Customer Focus and Relationships; Customer Satisfaction; Marketing; Brands and Branding; Marketing Strategy; Auto Industry
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  • 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
  • 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
  • 06 Jun 2012
  • What Do You Think?

Is Something Wrong with the Way We Work?

change, team members succeeded in freeing up one night per week from their devices and their work. By the time the process had been implemented in more than 900 BCG teams globally Perlow could present evidence that it had enhanced such things as excitement about their... View Details
Keywords: by James Heskett; Consulting
  • 21 Feb 2007
  • Op-Ed

What a U.N. Partnership with Big Business Could Accomplish

The Case For Corporate Support There are many reasons why far-sighted executives should be interested in supporting the concept of a World Development Corporation. The idea that corporate legitimacy stems from the satisfaction of... View Details
Keywords: by George C. Lodge & Craig Wilson
  • 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