Publications

Educators

13 May 2013
Blog Post

"I never thought I would be a business person until…”

minored in Media Studies at Korea University. I never thought I would be a business person until I interned at The Boston Consulting Group. I worked on a technology incubation project for a Korean heavy industries conglomerate. I was... View Details

Keywords: Manufacturing

January 2004
Article

Finding Value in Diversity: Verification of Personal and Social Self-Views in Diverse Groups

By: W. B. Swann Jr., J. Polzer, D. C. Seyle and S. J. Ko

Keywords: Value; Groups and Teams; Identity; Diversity

Read Now

Fall 2016
Article

How Do Customers Respond to Increased Service Quality Competition?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei

When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide... View Details

Keywords: Service Quality Competition; Retail Banks; Empirical Operations; Retention; Service Operations; Quality; Competition; Banking Industry; United States

21 Mar 2018
Blog Post

Telling Your Story: How to Create a Powerful Personal Digital Brand

There are many ways one may define a "personal brand," but for Sasha Grinshpun, an HBS career coach and the founder/principal of Sasha360 and Talent Mosaic, there is one unmistakable sign of... View Details

May 2006
Article

Detection Defection: Measuring and Understanding the Predictive Accuracy of Customer Churn Models

By: Scott Neslin, Sunil Gupta, Wagner Kamakura, Junxiang Lu and Charlotte Mason

Keywords: Measurement and Metrics; Forecasting and Prediction; Customers

17 Jun 2016
Op-Ed

Companies Need to Start Marketing Security to Customers

Recent events in Orlando underscore an important marketing truth: consumer safety and security are mission critical. A popular nightclub, Pulse, known as a safe place for the LGBT community, is put out of business at least temporarily by... View Details

Keywords: by John A. Quelch; Entertainment & Recreation

April 1987
Supplement

Inland Steel Co. Product Policy, Video 3: Customer and Technical Services

By: Benson P. Shapiro and Lawrence B. Levine

April 2006
Background Note

Informing Service Management with Customer Data

By: Frances X. Frei and Dennis Campbell

Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details

Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value

Educators

2016
Book

Finding Purpose: Environmental Stewardship as a Personal Calling

By: Andrew J. Hoffman

Both thoughtful and thought-provoking, Finding Purpose aims to challenge our understanding of how humanity interacts with planet Earth, and our role within this. This book is an invitation: would you like to participate in one of the most important projects of... View Details

Keywords: Environmental Sustainability; Ethics; Society; Mission and Purpose; Natural Environment

23 Oct 2013
News

How Far Is Too Far in Selling Customer Data?

September 2024
Supplement

Assessing the Value of Unifying and De-Duplicating Customer Data Spreadsheet Supplement

By: Elie Ofek

Article

Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior

By: Frances X. Frei

Keywords: Motivation and Incentives; Customers; Behavior; Power and Influence

02 Feb 2015
Research & Ideas

Disruptors Sell What Customers Want and Let Competitors Sell What They Don’t

unbundling that allows customers to pick and choose the content they consume (be it articles, music tracks, or airline tickets), Teixeira identifies the fueling factor in this case as "decoupling"—separating... View Details

Keywords: by Michael Blanding

04 Aug 2017
News

CEOs who shy away from politics risk losing millennial employees and customers

02 Apr 2019
News

The Right Way to Get Your First 1,000 Customers

02 Oct 2017
News

Introvert Or Extrovert? Here’s Another Way To Think About Your Personality

March 2011
Exercise

Customer Intelligence Advantage: Module 2 Assignment

By: F. Asis Martinez Jerez

This exercise directs students to analyze a customer-centric firm by first understanding the elements that characterize a customer-centric organization, then by capturing and comparing this firm's approach to customer-centricity. Students interview three levels in the... View Details

Keywords: Business Units; Customer Focus and Relationships; Customer Satisfaction; Employees; Knowledge Sharing; Knowledge Use and Leverage; Leadership; Competitive Advantage

May 16, 2016
Article

Food Safety Economics: The Cost of a Sick Customer

By: Dina Gerdeman and John A. Quelch

Chipotle Mexican Grill’s ongoing struggle to win customers back months after a contaminated food crisis highlights the challenges companies face with keeping food safe.

Chipotle has seen its shares tumble and recently reported its first-ever quarterly loss... View Details