Customer Relations - Publications - Faculty & Research

02 Mar 2015
Research & Ideas

‘Retail Revolution’ Excerpt: The Scale of the Ecommerce Threat

threat is different from what retailers have faced in the past. Although Walmart took an enormous amount of market share in a diverse set of categories, many retailers were able to respond to and effectively co-exist with Walmart. Related... View Details

Keywords: Re: Rajiv Lal; Retail

19 Nov 2019
Op-Ed

Gender Bias Complaints against Apple Card Signal a Dark Side to Fintech

customers be able to see what pieces of data may have led to a loan rejection or a lower credit limit? Should regulators have access to the algorithms and test them for the impact they have on underserved or protected classes? The Apple... View Details

Keywords: by Karen G. Mills; Financial Services

07 May 2018
Research & Ideas

Why Online Retailers Should Hide Their Best Discounts

to find without frustrating the customer and sending them off to a competitor. But the study shows that retailers have more flexibility than they might realize in making bargain items less prominent—and that doing so might benefit stores... View Details

Keywords: by Michael Blanding; Retail

Fast Answer

Bloomberg: company information

quotes from the foreign exchanges on which an equity trades. RELS for related securities (equity, debt, preferred, money market securities). RV for relative value for customized peer group analysis. SI for... View Details

01 Oct 2001
News

Q&A: Orin Smith

In addition, customers will be able to order beverages and access content relating to events and news in their immediate area. What is Starbucks' attitude toward coffee farmers and the environment in... View Details

Keywords: Hanna, Julia; Hospitality; Food and Beverage Stores; Retail Trade

16 Feb 2011
News

Healthy Growth

Ayers After gaining experience in strategy consulting, M&As, systems engineering, and running a multibillion-dollar refrigeration company, Jonathan Ayers (MBA ‘83) has come full circle to a job that relates to his Yale undergraduate major... View Details

Keywords: veterinary medicine; Health, Social Assistance

February 1989
Background Note

Note on Attracting Stakeholders

By: Amar Bhide and Howard H. Stevenson

Acquiring resources--or to put it more broadly, attracting stakeholders--is a basic entrepreneurial task. While every enterprise needs employees, customers, suppliers, and financiers who are willing to risk their time and money, attracting these "stakeholders" to an... View Details

Keywords: Business Ventures; Customers; Entrepreneurship; Investment; Human Resources; Organizational Design; Business and Stakeholder Relations; Risk and Uncertainty

Citation

Educators

Purchase

31 Mar 2002
What Do You Think?

Is This the Decade of the Investor?

unusually high U.S. productivity gains of the past six years accrued to managers, employees and customers rather than investors. The analysis concludes that more than 97 percent of the gains from increased productivity during the... View Details

Keywords: by James Heskett

22 Feb 2011
Research & Ideas

The Most Important Management Trends of the (Still Young) Twenty-First Century

Internet-based companies like Google record every click and keystroke of every customer, analyzing the data to continuously improve their products and marketing. Customers are courted and supply chains are managed via websites, social... View Details

Keywords: by Sean Silverthorne

01 Dec 2000
News

Core Values Keep Airline Flying High

procedures, boost innovation, and keep costs down while retaining a high degree of teamwork, communication, and coordination across functions. While its top-ranked customer service ratings have established its reputation as the "nice"... View Details

Keywords: Margie Kelley; Air Transportation; Transportation

May 2018
Case

The Multiple Myeloma Research Foundation's Answer Fund

By: Richard G. Hamermesh and Matthew G. Preble

Citation

Educators

Profile

Kathleen Hebert

Beyond the fundamentals After three years with Boston Consulting Group, Kathleen sought a fresh way of thinking through issues related to her family's enterprises. "A lot of people told me an MBA wasn't necessary for a family... View Details

07 Sep 2020
Research & Ideas

How to Help Small Businesses Survive COVID's Next Phase

small-business owners trying to survive. Strict safety protocols haven’t been enough to get customers through the door for some small businesses, and many owners—crushed by inventory and overhead costs—are grappling with hard choices.... View Details

Keywords: by Danielle Kost; Food & Beverage; Service

01 Sep 2011
News

Charged Up

Image by Digital Art/Corbis Related Links Listen to a podcast of Professors Rawi Abdelal, Forest Reinhardt, and Richard Vietor discussing the future of energy The catch-all “green” category covers a range of industries, from wind and... View Details

Keywords: Julia Hanna; batteries; Electrical Equipment, Appliance, and Component Manufacturing; Manufacturing

01 Jun 2012
News

Think Locally, Act Globally

integration.” Within two years of buying out Zain, operating in Africa as Airtel, Bharti has added more than 14 million new mobile customers (for a current total exceeding 50 million), while investing approximately US$1 billion in network... View Details

Keywords: Garry Emmons; Telecommunications; Information

01 Dec 2010
News

Do Good: Eat Chocolate

chocolate-covered cacao nibs feature artwork submitted by art schools and community organizations; sweetriot’s customers vote to select the winner, with new designs appearing about twice a year. And the name? Drawing on her Yahoo!... View Details

Keywords: Julia Hanna; candy; chocolate; Crop Production; Agriculture; Food Manufacturing; Manufacturing

01 Jun 2022
News

Vision: Into the Breach

professionals from lawsuits filed by clients and customers (typically related to medical malpractice or errors in provided services). Diversifying its offerings will give At-Bay access to a larger market... View Details

Keywords: Alexander Gelfand

Student-Faculty-Profile

Michelle Shell & Ryan Buell

Ryan has conducted a number of experimental studies related to customer behavior in service contexts. His wealth of experience helps us avoid critical mistakes, leverage ideas from other areas, and quickly... View Details

05 Dec 2013
What Do You Think?

Is Walmart Defying Economic Gravity?

information-driven model by gaining a better understanding of product and customer relationships." Dean Vella cited Walmart's innovation in supply chain management and sustainability as ways in which it is reducing the friction... View Details

Keywords: by James Heskett; Retail

01 Apr 2000
News

Q & A: A Conversation with IRS Chief Charles Rossotti

timely service. Directly related to that approach are our new customer-oriented benchmarks for IRS performance: customer satisfaction, employee satisfaction, overall compliance by each tax-paying sector, and... View Details

Keywords: Garry Emmons

Publications