Publications

Educators

November–December 1987
Article

Competing on the Eight Dimensions of Quality

By: David A. Garvin

Keywords: Competition; Quality

01 Dec 2006
What Do You Think?

How Important Is Quality of Labor? And How Is It Achieved?

that foreign companies employ 5.4 million in the United States. Clark is not optimistic about today's societies that have not had a long history of cultural foundations and functioning institutions that support the kind View Details

Keywords: by by Jim Heskett

July 2023
Article

Impacts of Electricity Quality Improvements: Experimental Evidence on Infrastructure Investments

By: Robyn C. Meeks, Arstan Omuraliev, Ruslan Isaev and Zhenxuan Wang

Hundreds of millions of households depend on electricity grid connections providing low quality and unreliable services. Understanding the impacts of and consumer response to electricity quality improvements is important for development and the environment. We... View Details

Keywords: Infrastructure; Energy; Quality; Kyrgyzstan

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2016
Case

Advanced Leadership Pathways: Mahendra Bapna and Technology Education in India

By: Rosabeth Moss Kanter and Pamela Yatsko

25 Jul 2013
News

An Engine of Education Innovation

the principles of enterprise to education. "It was an extraordinary opportunity: They agreed to let a 30-year-old Internet entrepreneur develop a course on education reform at the best business school in the... View Details

Keywords: Educational Services; Educational Services

November 1997
Case

Intercon Electric Corporation: Quality of Earnings Analysis

By: David F. Hawkins and Norman Bartczak

Keywords: Business Earnings; Energy Industry

April 2001
Supplement

General Electric 2000: Quality of Earnings Assessment

By: David F. Hawkins

The hospital industry has consolidated substantially during the past two decades and at an accelerated pace since 2010. Multiple studies have shown that hospital mergers have led to higher prices for commercially insured patients, but research about effects on... View Details

02 Apr 2019
Working Paper Summaries

Managerial Quality and Productivity Dynamics

Keywords: by Achyuta Adhvaryu, Anant Nyshadham, and Jorge Tamayo; Fashion

June 1982
Case

General Electric Co.: Quality of Earnings Analysis

07 Feb 2022
News

Most Compelling Qualities Of Digitally Transformed Enterprises

November 2007
Article

A Model of Consumer Learning for Service Quality and Usage

By: Raghuram Iyengar, Asim Ansari and Sunil Gupta

In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider... View Details

Keywords: Experience and Expertise; Customer Value and Value Chain; Learning; Price; Knowledge Use and Leverage; Marketing Strategy; Consumer Behavior; Service Delivery; Quality; Risk and Uncertainty; Service Industry

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02 Jan 2020
News

Hospitals Merged. Quality Didn’t Improve.

Research Summary

Quality disclosure and consumer behavior

Professor Luca has investigated the relationship among quality disclosure, salience, and consumer behavior. He has found that when colleges are presented by rank in U.S. News & World Report, a one-rank improvement for an institution causes nearly a... View Details

24 Apr 2014
News

Improving the quality of food in Nigeria

Ndidi Okonkwo Nwuneli (MBA 1999) is helping her country rethink the way it feeds itself. The cofounder and director of AACE Food Processing & Distribution, an agroprocessing company in Nigeria, is empowering farmers and improving the... View Details

March 2001 (Revised April 2001)
Case

General Electric 2000: Quality of Earnings Assessment

By: David F. Hawkins

A financial analyst reviews General Electric's financial reports to learn more about U.S. Generally Accepted Accounting Principles (GAAP) and how they differs from international accounting standards. View Details

Keywords: Financial Reporting; Financial Statements; Accounting Audits; International Accounting; Consumer Products Industry; Technology Industry; United States

October 1993 (Revised July 1997)
Case

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)

By: Roy D. Shapiro and Michael D. Watkins

AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details

Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry

Educators

November 2015
Case

Advanced Leadership Pathways: Beatriz Cardoso and Education in Brazil

By: Rosabeth M. Kanter, Daniella Suarez and Ai-Ling Jamila Malone

Beatriz Cardoso, founder of Laboratório de Educação (Education Laboratory) had a dream to propel Brazilian education. However challenges in fundraising made it difficult to scale up her project, based on helping adults help children improve their literacy skills. To... View Details

Educators

Article

Motivated Inferences of Price and Quality in Healthcare Decisions

By: Emily Prinsloo, Kate Barasz and Peter A. Ubel

Policy makers have increasingly advocated for healthcare price transparency, whereby prices are made salient before services are rendered. While such policies may empower consumers, they also bring price to the forefront of healthcare choices as never before, with yet... View Details

Keywords: Healthcare; Price Transparency; Health Care and Treatment; Price; Quality; Perception; Consumer Behavior; Decisions; Insurance