Publications

Video

2019 G&WS: Dolly Chugh Presents, "The Person You Mean To Be"

October 1994 (Revised November 1994)
Case

British Airways: Using Information Systems to Better Serve the Customer

By: W. Earl Sasser and Norman Klein

Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details

Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry

Educators

19 Jan 2012
News

What's Your Story? How Personal Narratives Impact Leadership

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

01 Apr 2002
News

Stocking Up Can Build Customer Value

customer's expected value of a transaction - the difference between the price the customer is willing to pay and the store's price (the magnitude of the perceived "bargain"), multiplied by the likelihood the... View Details

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

24 Mar 2017
News

Personalizing the Path to Professional Success for Women

The business launched in March 2016 and has found clients among a diverse population of women and companies that cross all industries and geographies, says Skeete Tatum. The... View Details

January 1990
Article

An Integrated Approach to Customer Service

By: R. D. Shapiro and H. Mathe

Keywords: Customers

2009
Article

Big Five Personality Factors, Hardiness, and Social Judgment as Predictors of Leader Performance

By: Scott Snook, Paul T. Bartone, Jarie Eid, Bjorn Helge Johnsen and Jon Christian Laberg

Keywords: Judgments; Leadership; Performance; Society

10 Jan 2017
News

Capturing the Personal Side of the MBA Experience

As an MBA student, Tony Deifell (MBA 2002) was intrigued by the idea of reflective leadership, so he decided to combine his skills as a photographer with a question from a Mary Oliver poem: “Tell me, what is it you plan to do with your one wild View Details

June 2019
Teaching Note

California Closets: Organizing the Customer Experience

By: Boris Groysberg and Aldo Sesia

Teaching Note for HBS No. 419-004. View Details

October 1992
Article

Segmenting Industrial Customers by Buyer Behavior

By: V. K. Rangan, R. T. Moriarty Jr. and G. Swartz

Keywords: Consumer Behavior; Customers

January–February 1997
Article

The Coming Battle for Customer Information

By: John Hagel III and Jeffrey F. Rayport

March 2003
Background Note

Managing a Customer Relationship Over Time

By: Das Narayandas

Describes the different ways in which vendors can sell a portfolio of products to industrial customers. View Details

Keywords: Customer Relationship Management; Management; Marketing Strategy; Product Marketing; Networks; Sales; Manufacturing Industry

Educators

07 Feb 2012
News

What To Ask the Person in the Mirror

2024
Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details

Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America

SSRN

February 2007 (Revised March 2007)
Module Note

The Sweet Hereafter Summary: Reasoning from Personal Perspective

By: Sandra J. Sucher

A summary of the major themes discussed in the sixth class of The Moral Leader (EC curriculum). View Details

Keywords: Perspective; Cognition and Thinking

September 2002 (Revised January 2013)
Case

Siebel Systems: Organizing for the Customer

By: Robert Simons and Antonio Davila

Siebel Systems is one of the fastest growing companies in America. Tom Siebel, the company's founder, has organized the business to accommodate growth and focus on the customer. Innovative information technology systems and clear accountability prove to be essential to... View Details

Keywords: Organizational Structure; Applications and Software; Business Growth and Maturation; Information Technology; Performance Evaluation; Performance Expectations; Innovation and Management; Technological Innovation; Customer Focus and Relationships; Management Teams; Information Technology Industry; North and Central America

Educators