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  • All HBS Web  (2,906)
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  • All HBS Web  (2,906)
    • People  (4)
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← Page 4 of 2,906 Results →
  • August 2013
  • Teaching Plan

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

By: Frances X. Frei and Annelena Lobb
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Frei, Frances X., and Annelena Lobb. "Zappos.com 2009: Clothing, Customer Service and Company Culture." Harvard Business School Teaching Plan 614-021, August 2013.
  • 06 Apr 2010
  • News

Harvard Business School Career & Professional Development Receives IBM Excellence In Career Services Award

    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

    • 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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    Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
    • 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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    Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
    • 27 Mar 2015
    • News

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

    • May 2007 (Revised March 2008)
    • Background Note

    Basic Techniques for the Analysis of Customer Information Using Excel 2003: A Step-by-Step Approach

    By: Francisco de Asis Martinez-Jerez
    Provides a set of easy, step-by-step guides for some analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning Through Customer Information (CWCI)". The instructions that follow use datasets from three of the cases in... View Details
    Keywords: Data and Data Sets; Management Analysis, Tools, and Techniques; Mathematical Methods
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    Martinez-Jerez, Francisco de Asis. "Basic Techniques for the Analysis of Customer Information Using Excel 2003: A Step-by-Step Approach." Harvard Business School Background Note 107-073, May 2007. (Revised March 2008.)
    • 13 Jun 2011
    • News

    Great Service Does Not Always Lead to Customer Loyalty

    • Article

    Fighting Bias on the Front Lines

    By: Alexandra C. Feldberg and Tami Kim
    Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
    This article presents research... View Details
    Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
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    Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
    • February 2009
    • Background Note

    Basic Techniques for the Analysis of Customer Information Using Excel 2007: A Step-by-Step Approach

    By: Francisco de Asis Martinez-Jerez
    The objective of this note is to provide a set of easy, step-by-step guides for some analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning through Customer Information" (CWCI). The instructions that follow use... View Details
    Keywords: Customer Relationship Management; Information Management; Management Analysis, Tools, and Techniques
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    Martinez-Jerez, Francisco de Asis. "Basic Techniques for the Analysis of Customer Information Using Excel 2007: A Step-by-Step Approach." Harvard Business School Background Note 109-052, February 2009.
    • 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
    • March 2003
    • Background Note

    Customer Migration and Customer Types

    By: Das Narayandas
    Describes the evolution of customer relationships using the price vs. cost-to-serve matrix. View Details
    Keywords: Customer Focus and Relationships; Cost; Price; Service Operations
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    Narayandas, Das. "Customer Migration and Customer Types." Harvard Business School Background Note 503-072, March 2003.
    • June 1987 (Revised May 1992)
    • Case

    Carolina Power & Light Co.: Customer and Operating Services Group

    By: Frank V. Cespedes
    Keywords: Customer Relationship Management; Energy Industry; United States
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    Cespedes, Frank V. "Carolina Power & Light Co.: Customer and Operating Services Group." Harvard Business School Case 587-179, June 1987. (Revised May 1992.)
    • March 2018
    • Article

    In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions

    By: Eva Ascarza, Scott A. Neslin, Oded Netzer, Zachery Anderson, Peter S. Fader, Sunil Gupta, Bruce Hardie, Aurelie Lemmens, Barak Libai, David T. Neal, Foster Provost and Rom Schrift
    In today’s turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge—with a particular focus on predicting customer churn.... View Details
    Keywords: Customer Retention; Churn; Customer Relationship Management; Measurement and Metrics
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    Ascarza, Eva, Scott A. Neslin, Oded Netzer, Zachery Anderson, Peter S. Fader, Sunil Gupta, Bruce Hardie, Aurelie Lemmens, Barak Libai, David T. Neal, Foster Provost, and Rom Schrift. "In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions." Special Issue on 2016 Choice Symposium. Customer Needs and Solutions 5, nos. 1-2 (March 2018): 65–81.
    • February 19, 2018
    • Article

    The Parts of Customer Service That Should Never Be Automated

    By: Ryan W. Buell
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    Buell, Ryan W. "The Parts of Customer Service That Should Never Be Automated." Harvard Business Review (website) (February 19, 2018).
    • March 2001 (Revised March 2002)
    • Background Note

    Service Recovery

    Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives. View Details
    Keywords: Management Practices and Processes; Operations; Service Industry
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    Hallowell, Roger H. "Service Recovery." Harvard Business School Background Note 801-342, March 2001. (Revised March 2002.)
    • 11 May 2022
    • News

    Are You Tracking the Customer Service Metrics That Really Count?

    • March 2020 (Revised March 2022)
    • Case

    Wachtell Lipton: Focused Excellence

    By: Ashish Nanda and Margaret Cross
    For years, Wachtell, Lipton, Rosen & Katz—a small, New York City law firm—has consistently boasted the highest profits per partner and one of the highest “prestige” ratings among U.S.-based law firms. The firm has remained loyal to a distinctive strategy ever since its... View Details
    Keywords: Strategy; Law; Mergers and Acquisitions; Legal Services Industry; New York (city, NY)
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    Nanda, Ashish, and Margaret Cross. "Wachtell Lipton: Focused Excellence." Harvard Business School Case 720-396, March 2020. (Revised March 2022.)
    • March 2002 (Revised May 2007)
    • Case

    Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

    By: V.G. Narayanan and Lisa Brem
    The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
    Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Financial Services Industry; Canada
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    Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)." Harvard Business School Case 102-072, March 2002. (Revised May 2007.)

      Uncommon Service

      Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up... View Details

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