Publications

Publications

Filter Results: (3,535) Arrow Down
Filter Results: (3,535) Arrow Down Arrow Up

Show Results For

Show Results For

← Page 31 of 3,535 Results →
  • 12 Sep 2023
  • Book

Successful, But Still Feel Empty? A Happiness Scholar and Oprah Have Advice for You

Schedule your downtime and leisure just as you would work. Set goals that focus on service to others and earned success. Take your vacations. Invest more in family,... View Details
Keywords: by Avery Forman
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

service relationships is neither well understood, nor consistently factored into service design. In this paper, two laboratory experiments and one field experiment, conducted in financial service contexts,... View Details
Keywords: Sean Silverthorne
  • 04 May 2020
  • Research & Ideas

Predictions, Prophets, and Restarting Your Business

awareness of cybersecurity issues. Combined with the ability to block ads, the growing costs of acquiring customers online, the experience of “Zoombombing,” and controls on consumer data by EU regulators... View Details
Keywords: by Frank V. Cespedes
  • October 1990 (Revised September 1993)
  • Case

Changing the Culture at British Airways

By: John P. Kotter
In just 10 years, 1980-1990, British Airways turned around both its declining image and financial situation. Focusing on the paramount importance of customer service, British Airways went from "bloody awful" to "bloody awesome." Experiencing a financial crisis in 1981... View Details
Keywords: Organizational Change and Adaptation; Organizational Culture; Problems and Challenges; Customer Relationship Management; Corporate Strategy; Privatization; Air Transportation Industry; United Kingdom
Related
  • May 2003
  • Case

Liz Claiborne, Inc.

By: Rajiv Lal, Walter J. Salmon and Edie Prescott
Discusses the business portfolio emphasis of a large multibrand manufacturer and the future of department stores as well as how relationships between manufacturers and key customers can be improved. View Details
Keywords: Forecasting and Prediction; Investment Portfolio; Brands and Branding; Production; Business and Stakeholder Relations; Apparel and Accessories Industry
Related
  • 15 May 2018
  • First Look

New Research and Ideas, May 15, 2018

players. With this information, TrustSphere could help customers infer where relationships existed and the strength of those relationships, information that could be leveraged... View Details
Keywords: Dina Gerdeman
  • 2002
  • Case

Creating the Customer-Centric Team: Coordinating Sales and Marketing

By: Benson P. Shapiro
Keywords: Marketing; Groups and Teams; Sales; Customer Focus and Relationships
Related
  • 22 Feb 2022
  • News

March 2022 Alumni and Faculty Books

marketplace status quo. Demanding a voice and sometimes a hand in the products they buy, these digitally empowered consumers― “Me’s”―have inverted the traditional power dynamics of retail into metail. To put it simply, your View Details
  • 05 Jun 2018
  • First Look

New Research and Ideas, June 5, 2018

defined by its focus on innovation and marketing as well as the entrepreneurial spirit and vision of its founder, Dr. Pearse Lyons, who remained intimately involved in company... View Details
Keywords: Dina Gerdeman
  • January 8, 2025
  • Article

Why Retailers Are Turning to Third-Party Marketplaces

By: Antonio Moreno
Some traditional retailers—including Walmart, Target, and Best Buy—are adopting third-party marketplaces, which connect customers with external sellers and thereby offer customers a much broader selection. Many other traditional retailers are considering whether to... View Details
Keywords: Marketplace Matching; Distribution Channels; Customer Focus and Relationships; Cost vs Benefits; Retail Industry
Related
  • 26 Mar 2019
  • First Look

New Research and Ideas, March 26, 2019

attentional focus improves perceivers’ ability to judge group effectiveness. Finally, we find that perceivers with higher levels of social sensitivity are more accurate at judging group effectiveness. We discuss the implications of these... View Details
Keywords: Dina Gerdeman
  • 01 Jun 2018
  • News

June 2018 Alumni and Faculty Books

Rob Ristagno (MBA 2005) Independently published Ristagno guides you step-by-step through the five forces of dramatic online revenue growth and shows why it is vital to identify your very best customers View Details
  • 07 Aug 2018
  • First Look

New Research and Ideas, August 8, 2018

process-improvement strategies. We used TDABC to evaluate the cost of providing pain control to patients undergoing thoracic surgery and to estimate the impact of specific process improvements on cost. Retrospective healthcare utilization... View Details
Keywords: by Sean Silverthorne
  • Web

Diversity and Inclusion - Christensen Center for Teaching & Learning

point in the conversation. I am also happy to continue discussion of these issues after class.” Emphasize the importance of keeping the focus on ideas, content, arguments, and implications — not the person... View Details
  • 11 Dec 2018
  • First Look

New Research and Ideas, December 11, 2018

world's food citizens—realize they must take more responsibility for society's nutritional needs, economic development, and the health of the environment. Goldberg argues that the traditionally commodity-oriented, bargaining View Details
Keywords: Dina Gerdeman
  • 25 Sep 2018
  • First Look

New Research and Ideas, September 25, 2018

major innovative activity. The relationship between competitor recalls and minor innovation is strongest when recalls are more severe, while the relationship between competitor... View Details
Keywords: Dina Gerdeman
  • November 2019
  • Article

Procedural Justice and the Risks of Consumer Voting

By: Tami Kim, Leslie John, Todd Rogers and Michael I. Norton
Firms are increasingly giving consumers the vote. Eight studies demonstrate that when firms empower consumers to vote, consumers infer a series of implicit promises—even in the absence of explicit promises. We identify three implicit promises to which consumers react... View Details
Keywords: Consumer Empowerment; Procedural Justice; Promises; Customer Relationship Management; Voting; Perception; Fairness; Risk Management
Related
  • 2008
  • Working Paper

The Contingent Nature of Public Policy and Growth Strategies in the Early Twentieth-Century U.S. Banking Industry

By: Christopher Marquis and Zhi Huang

While effects of public policy are one of the foundations of organizational theory, less explored is how these effects may depend on other external environmental factors. We focus on how policy is a necessary, but not sufficient, condition to understand the growth... View Details

Keywords: Banks and Banking; Business History; Growth and Development Strategy; Business and Government Relations; Banking Industry; United States
Related
  • January 2021
  • Supplement

Barbara Krakow Gallery (B): Art and the Pandemic

By: José B. Alvarez and David Lane
Updates (A) case by describing the early impact of the COVID-19 pandemic on the art market, the renaming of the gallery as the Krakow Witkin Gallery, and the response of its partners and staff to the pandemic. View Details
Keywords: Art Market; COVID-19; Arts; Business Model; Change Management; Trends; Communication; Customer Focus and Relationships; Human Resources; Marketing; Distribution Channels; Outcome or Result; Health Pandemics; Fine Arts Industry
Related
  • 31 Aug 2021
  • Book

Feeling Powerless at Work? Time to Agitate, Innovate, and Orchestrate

“Having once been wary of power is no guarantee that you will be immune to abusing it. [It] is another reminder that we are all susceptible to its intoxicating effects. The challenge is finding a balanced relationship that avoids the... View Details
Keywords: by Jay Fitzgerald