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  • March 1981 (Revised May 1981)
  • Case

Federal Express: Customer Service Department (B1)

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  • Web

Customer Service - HBS Working Knowledge

E-mail Customer Service *Name: *Email: (Return address) Comments: Contact HBS Working Knowledge Baker Library | Bloomberg Center Harvard Business School Soldiers Field Road Boston, MA 02163 View Details
  • October 1985 (Revised March 1987)
  • Case

AT&T Communications: Connecticut Custom Services District

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  • September 1980 (Revised January 1983)
  • Case

Federal Express: Customer Service Department (A)

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  • 1 Nov 1993
  • Conference Presentation

Information Technology's Role in Transforming Customer Service

By: Jim I. Cash Jr.
Keywords: Information Technology; Customer Focus and Relationships
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  • 26 Jan 2023
  • News

The Death of the Customer Service Hotline

  • 20 Jul 2012
  • News

Use Social Media to Partner with Customers and Improve Service

  • 31 Oct 2018
  • News

How Bad is Airline Service, Really? And Other Customer Service Complaints

  • Article

Cooks Make Tastier Food When They Can See Their Customers

By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
While existing theory suggests that increased contact between customers and employees diminishes efficiency, recent research demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they... View Details
Keywords: Operational Transparency; Service Delivery; Service Operations; Service Management; Service Industry
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  • March 2017
  • Exercise

Designing Transformational Customer Experiences

By: Stefan Thomke
Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer... View Details
Keywords: Customer Experience; Exercise; Learning By Doing; LEGO; Storytelling; Customer Satisfaction; Design; Innovation and Management; Transformation; Service Delivery
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  • August 2013
  • Teaching Plan

Zappos.com 2009: Clothing, Customer Service and Company Culture

By: Frances X. Frei and Annelena Lobb
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  • May 28, 2018
  • Article

How Companies Can Identify Racial and Gender Bias in Their Customer Service

By: Alexandra C. Feldberg and Tami Kim
Research shows that minority customers — blacks and Asians — regularly receive worse customer service than whites in ways that are not immediately obvious to onlookers (or even managers). These results prompt a couple of questions for executives and managers. One, does... View Details
Keywords: Internal Audit; Customers; Service Delivery; Prejudice and Bias; Race; Gender; Organizational Change and Adaptation
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  • October–December 2005
  • Article

Medicine's Service Challenge: Blending Custom and Standard Care

By: Richard Bohmer
Keywords: Health; Problems and Challenges; Health Industry
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    Transforming Customer Engagement

    Against a backdrop of intensifying competition, rising labor costs, and ascending customer expectations, companies are actively seeking ways to do more with less – for example, compelling customers to take on new roles in the value creation process. And, when... 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
    • February 1982
    • Case

    MCI Telecommunications Corp. (B): Customer Service Strategy and Organization

    By: John F. Cady and Frank V. Cespedes
    Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry
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    • 1991
    • Article

    Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

    By: Leonard A. Schlesinger and Jeffrey Zornitsky
    Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details
    Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction
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    • 27 Mar 2015
    • News

    Company Thinks It Has Answer for Lower Health Costs: Customer Service

    • 13 Jun 2011
    • News

    Great Service Does Not Always Lead to Customer Loyalty

    • 30 Jan 2020
    • Research & Ideas

    The Upside of Highlighting a Product's Downsides

    When booking an international flight, the choice often comes down to “expensive but direct” or “cheap with connections.” But what if an airline warned customers that the direct flight was frequently delayed? Would customers appreciate knowing that they might spend more... View Details
    Keywords: by Danielle Kost