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- All HBS Web (68)
- Faculty Publications (25)
Show Results For
- All HBS Web (68)
- Faculty Publications (25)
Jack M. Eckerd
Eckerd introduced the self-service retailing model in his drug store operations and, in the process, built the largest drug store retail chain in the South. Eckerd was one of the firsts to recognize the potential of anchoring drug store... View Details
Keywords: Retail
- 25 Aug 2022
- News
Case Study: Sound Check
Hoffman-Senn. The founders have questions about a leap like this: How would they adapt to the sales cycles? How or when would larger clients affect their staffing structure and self-service platform? Are these worries even warranted?... View Details
- 05 May 2009
- First Look
First Look: May 5, 2009
Banerjee and Lakshmi Iyer Publication:Natural Experiments in History, edited by Jared Diamond and James Robinson. Harvard University Press, forthcoming No abstract is available at this time. Download the paper: http://www.hbs.edu/research/pdf/08-062.pdf Are View Details
Keywords: Martha Lagace
- 06 Jun 2017
- First Look
First Look at New Research and Ideas: June 6, 2017
understanding the lack of diversity in entrepreneurship and the venture capital industry. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=52704 Cellophane, the New Visuality, and the Creation of Self-Service Food... View Details
Keywords: Sean Silverthorne
- Web
IT Strategy: Improving Service to Support Innovation | Information Technology
knowledge base, where important information can be documented and maintained in perpetuity. It is now visible to all faculty, staff, and MBA students and is a cornerstone of enabling rapid self-service IT support going forward. Onboarded... View Details
- Fast Answer
Challenges and Opportunities in the Restaurant Industry
demographic specific reports are also available. Passport - global market research on the consumer foodservice industry. Sectors include: 100% Home, Delivery/Takeaway, Cafés/Bars, Consumer Foodservice by Location, Fast Food, Full-Service... View Details
- Web
IT Strategy: Creating a Frictionless Experience with Federated Identity and Access Management | Information Technology
provide a frictionless experience for users, allowing seamless access across HBS and Harvard University departments. With robust self-service capabilities, access management will welcome new users effortlessly. Meanwhile, administrators... View Details
- 01 Oct 2021
- News
HBS-Harvard Collaboration Fosters New Ventures
helped a few dozen people file for bankruptcy has grown into an educational platform, online community, and set of self-service software tools that help people determine whether filing for bankruptcy is the right move for them and walk... View Details
- 25 Aug 2022
- News
Ready for Departure
beginning to see,” Lim says. Changi also implemented a host of new health and safety measures to make the various touch points throughout the airport less touchy, beginning with check-in: Travelers can print their boarding pass and check bags at View Details
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
Anxiety Through Access to Human ContactThis study finds that customer anxiety during self-service transactions can reduce customers’ trust in the service provider. Operational design choices may help. Calculators for Women: When Identity... View Details
- 25 Jul 2012
- News
Movie Magic
self-service kiosk system that evaluates and buys back used cell phones and MP3 players from consumers for cash. Found currently in southern California, Kaplan expects this concept to roll out as well. Kaplan recently returned to HBS for... View Details
- Web
IT Strategy: The Future of the Web at HBS | Information Technology
a forward-looking system that offers ongoing flexibility and increased speed to market for websites and web publishing. The project team wants to empower HBS website owners by adopting a more user-friendly, self-service model for web... View Details
- 29 Sep 2009
- First Look
First Look: September 29
Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel Authors:Dennis Campbell and Frances X. Frei Publication:Management Science (forthcoming) Abstract This paper uses the context of online... View Details
Keywords: Martha Lagace
- 27 Jul 2011
- Research & Ideas
Customer Loyalty Programs That Work
explain Alvarez and Sesia, in response to a few key issues: the rise of self-service in retail, which led to a weakening of face-to-face connections with customers; the increased commoditization of the retail experience; and "massive... View Details
- 14 Mar 2011
- Research & Ideas
Water, Electricity, and Transportation: Preparing for the Population Boom
By 2050, the Earth's population will likely exceed 9 billion people, up 30 percent from 6.9 billion today, according to projections from both the US Census Bureau and the United Nations. What's more, the population in the world's cities is expected to increase by 3... View Details
Keywords: by Carmen Nobel
- 19 Feb 2019
- First Look
New Research and Ideas, February 19, 2019
they seek advice from others. However, increasingly companies that operate in high-anxiety settings (like financial services, health care, and education) are deploying self-service technologies (SSTs), through which anxious customers... View Details
Keywords: Sean Silverthorne
- 30 Nov 2017
- News
Happy Meals (Are Here Again)
quick: By the end of this year, McDonald’s expects mobile ordering to be available at all its 14,000 locations in the United States, and the self-service kiosks in 2,500 locations. Karavites had seen these technologies previewed at... View Details
- 07 Aug 2006
- Research & Ideas
Whatever Happened to Caveat Emptor?
faced. There is also a second cause, one that has its roots in the changing shopping experience. During the 1960s, European retailing began moving away from personalized service and toward new self-service sales formats. Abetted by the... View Details
- 08 Dec 2008
- Research & Ideas
Thinking Twice About Supply-Chain Layoffs
"What's not to like about an enjoyable service environment and knowledgeable employees? But they aren't always the key to profits," Ton says. "My findings suggest that for retailers that sell undifferentiated products, offer a View Details
- 30 Aug 2016
- First Look
August 30, 2016
widespread adoption of their online self-service customer support solution that they were expecting based on early success in helping clients save and generate substantial amounts of money. Dr. Jacob O. Wobbrock and Dr. Andrew J. Ko are... View Details
Keywords: Carmen Nobel