Publications

May 2004
Article

Brands as Beacons: A New Source of Loyalty to Multiproduct Firms

By: Bharat Anand and Ron Shachar

Keywords: Brands and Branding; Customer Satisfaction; Product; Business Ventures

Find at Harvard

Read Now

01 Sep 2012
News

Faculty Books

satisfaction in my career? How can I avoid compromising my integrity? Using lessons from some of the world’s greatest businesses, Christensen and his coauthors provide insight into these challenging questions. The Architecture of... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations

May 2016 (Revised January 2018)
Case

Improving Repurchase Rates at zulily

By: Thales Teixeira and Sarah McAra

In February 2015, zulily cofounder and CEO Darrell Cavens faced a major challenge in his business, a Seattle-based daily deals site that catered to moms. The more he spent to acquire new customers, the less he retained them in the form of repeat purchases. This was an... View Details

Keywords: Zulily; Repurchase; E-commerce; Online Shopping; Fashion; Customer Relationship Management; Internet and the Web; Digital Marketing; Customer Satisfaction; Fashion Industry; Retail Industry; Seattle

August 2013
Article

Customer-Driven Misconduct: How Competition Corrupts Business Practices

By: Victor Manuel Bennett, Lamar Pierce, Jason A. Snyder and Michael W. Toffel

Competition among firms yields many benefits but can also encourage firms to engage in corrupt or unethical activities. We argue that competition can lead organizations to provide services that customers demand but that violate government regulations, especially when... View Details

Keywords: Competition; Crime and Corruption; Management Practices and Processes; Ethics; Consumer Behavior; Customer Satisfaction; Auto Industry; Service Industry

May 2006 (Revised November 2006)
Case

Willa Seldon at Tides Center (A)

By: Linda A. Hill and Emily Stecker

Willa Seldon, an African-American woman with 16 years of for-profit experience, was hired as executive director of Tides Center, a nonprofit in San Francisco, CA. Tides Center was a fiscal sponsor dedicated to supporting individuals and groups working toward social... View Details

Keywords: For-Profit Firms; Nonprofit Organizations; Transition; Change Management; Leadership Style; Performance; Customer Satisfaction; San Francisco

10 Apr 2023
News

Health Care Systems Need to Better Understand Patients as Consumers

10 Jan 2011
Research & Ideas

Is Groupon Good for Retailers?

At first blush, the two-year-old online start-up Groupon seems a bit audacious. For starters, there's the news that the deal-of-the-day website turned down a $6 billion acquisition offer from Google last month. Then there's the company's business model: selling... View Details

Keywords: by Carmen Nobel; Advertising; Technology

April 2001
Teaching Note

MindSpring TN

By: Jeffrey F. Rayport, Steven Silverman and William A. Sahlman

Teaching Note for (9-899-178). For book only - not listed on case. View Details

Keywords: Customer Satisfaction; Growth and Development Strategy; Mergers and Acquisitions; Organizational Culture; Competitive Strategy; Web Services Industry

Profile

Kaki Ettinger

that make a positive impact on the world. Technology is particularly exciting to me, due to its inherent scalability and theoretically infinite potential. The sense of satisfaction I feel when something I have helped to build goes live to... View Details

Keywords: Entertainment / Media; Technology; Entrepreneurship

14 Jan 2019
Blog Post

"It'll All Work Out": Two Alumni Discuss Balancing Marriage and Markets

"As we look at the series of decisions we had to make as a couple, we recognize professional satisfaction is important to both of us–so we start there." In fact, one key decision had been made years earlier: the two would return to New... View Details

01 Jun 1997
News

MBA Program:Rapid Innovation in '96

summer work experience," says Wheelwright. "They've had the same opportunity as their September classmates to find a great position, and they've expressed great satisfaction with this opportunity." Foundations Wheelwright notes that the... View Details

2009
Chapter

Should Central Banks Maximize Happiness? Happiness, Contentment and Other Emotions for Central Banks

By: Rafael Di Tella and Robert MacCulloch

Keywords: Central Banking; Happiness; Satisfaction; Emotions; Banking Industry

Read Now

01 Dec 2017
News

2017 in Media: Courting the Cord-Cutters

When the phenomenon of cord-cutting— dropping a cable subscription in favor of one or more online streaming services—started attracting media attention a couple of years ago, the TV industry didn’t respond quickly. Cord-cutters were a very small piece of the TV... View Details

Keywords: Laura Martin (MBA 1983) , entertainment and internet analyst, Needham & Company

01 Apr 2002
News

Siebel Addresses HBS Northern California Club

of itself." At Siebel Systems, he continued, incentive compensation is tied to customer- satisfaction scores. "Virtually every employee communication that I've given since the company's founding has been centered around the absolute... View Details

Keywords: Business Schools & Computer & Management Training; Educational Services

February 1998 (Revised February 1999)
Case

Amway Japan Limited

In April 1997, the president of Amway Japan (AJL, Tokyo, Japan), pondered how to reverse the first performance decline the company has experienced since entering the Japanese direct selling market in 1979. Established as the tenth overseas subsidiary of Amway Corp. of... View Details

Keywords: Strategic Planning; Motivation and Incentives; Business Subsidiaries; Distribution Channels; Customer Satisfaction; Consumer Products Industry; Michigan; Tokyo

2016
Working Paper

The Impact of Supplier Inventory Service Level on Retailer Demand

By: Nathan Craig, Nicole DeHoratius and Ananth Raman

To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier's service level on demand from... View Details

Keywords: Customer Satisfaction; Forecasting and Prediction; Learning; Consumer Behavior; Service Delivery; Performance Expectations; Apparel and Accessories Industry; Service Industry