Customer Service - Publications - Faculty & Research

25 Jul 2023
Blog Post

Malcolm McClain (MBA/MPP 2023) Named First RISE Career Fellow

historically distressed communities nationwide. He later served as an HBS Rock Center for Entrepreneurship Summer Fellow, working to address the labor shortage within the restaurant industry, developing service models to protect and... View Details

07 Oct 2008
First Look

First Look: October 7, 2008

online grocer to address this question. In general, we find that as the delay between order completion and delivery increases, grocery customers spend less, order a higher percentage of "should" items (e.g., vegetables), and... View Details

Keywords: Martha Lagace

07 Jul 2019
HBS Case

Walmart's Workforce of the Future

annual revenue at those stores from $142.5 billion in 2009 to 97.7 billion in 2018. During the same time period, revenue at Walmart’s “supercenters” (larger stores that also sell groceries and often include services such as eye care,... View Details

Keywords: by Julia Hanna; Retail

16 Apr 2007
Research & Ideas

Delivering the Digital Goods: iTunes vs. Peer-to-Peer

the same music download as Apple's iTunes, and at no charge, why have millions of users chosen to pay a fee using Apple's service rather than download for free from p2p networks? A: The choice between p2p and iTunes is not trivial. Both... View Details

Keywords: by Sean Silverthorne; Music

05 Dec 2022
Research & Ideas

5 Companies Where Employees Move Up the Ladder Fast

colleagues looked at data on 3 million employees who began working at Fortune 250 companies between 2017 and 2021, as well as the job requirements of more than 40 million online job postings. They focused on roles like office manager or View Details

Keywords: by Pamela Reynolds

28 Sep 2011
Research & Ideas

The Profit Power of Corporate Culture

relatively uniform, low customer involvement nature where it is important to move people of different backgrounds and nationalities around the world as part of their development. In contrast, high involvement products or View Details

Keywords: by Sean Silverthorne

Web

Adding a Social Dimension to Strategy - Institute For Strategy And Competitiveness

business strategy—and identified a set of customers who were willing to pay a premium for healthy, environmentally friendly food. Shared Value and Company Strategy: Whole Foods Markets Natural, fresh, organic, and freshly prepared foods... View Details

Web

Advisory Board - Entrepreneurship

Appex provided centralized services that enabled independent mobile carriers to operate as a single seamless network. Appex’s services included call forwarding across carriers, fraud prevention services,... View Details

Web

Faculty - Creating Emerging Markets

Professor of Business Administration Research Interests : customer behavior , customer satisfaction , service management , service operations ,... View Details

Web

FAQ - Alumni

counted in that year’s giving totals and listed in HBS's annual Report on Giving . For questions about an existing pledge or to customize your pledge fulfillment schedule, please contact HBS Gift Management at gifts@hbs.edu or... View Details

20 May 2008
First Look

First Look: May 20, 2008

Abstract How do decisions made for tomorrow or two days in advance differ from decisions made for several days in the future? We use novel panel data from an online grocer to address this question. In general, we find that as the delay between order completion and... View Details

Keywords: Martha Lagace

14 Dec 2007
Op-Ed

When Your Product Becomes a Commodity

availability, delivery, shipment quantities, payment terms, and all the other services that accompany the core product. Marketers must use their imagination. As the saying goes: "There are no mature products, only mature... View Details

Keywords: by John Quelch

Web

Health Care - Faculty & Research

too often, when graduates of these programs enter the workforce, they find themselves unequipped to meet the challenges for innovation of 21st century health care. December 2014 Article No Margin, No Mission? A Field Experiment on Incentives for Public View Details

March 2011
Case

Terror at the Taj Bombay: Customer-Centric Leadership

By: Rohit Deshpande

On November 26, 2008, heavily armed terrorists launched a series of attacks throughout the western-Indian city of Mumbai (formerly Bombay). One of the locations attacked was the Taj Mahal Palace and Tower, which was occupied by the terrorists for over three days,... View Details

Keywords: Safety; Leadership; National Security; Service Delivery; Organizational Culture; Crisis Management; Customer Focus and Relationships; Brands and Branding; Accommodations Industry; Mumbai

Citation

Educators

Purchase

09 Mar 2003
Research & Ideas

Six Keys to Building New Markets by Unleashing Disruptive Innovation

refinements or radical breakthroughs, improve the performance of established products and services along the dimensions that mainstream customers in major markets historically have valued. Examples: a... View Details

Keywords: by Clayton M. Christensen, Michael E. Raynor & Scott D. Anthony

10 Feb 2003
Research & Ideas

Commodity Busters: Be a Price Maker, Not a Price Taker

customer values of convenience, availability, product or service functionality, and relationship, creates a reason for the customer to buy. But, you also must eliminate reasons... View Details

Keywords: by Benson P. Shapiro

Profile

Jean Luo

summer internship to launch a beta, acquire early suppliers and customers, and conduct product experiments. But Jean finally decided to stop in favor of concentrating on her classes and classmates. “The next step would’ve been paid View Details

Keywords: Financial Services; Financial Services

08 Sep 2014
Research & Ideas

The Strategic Way To Hire a Sales Team

organization (e.g., a customer service rep moved to a sales position because internal cross-functional coordination is an important sales task and the rep "knows the people and how to get things done... View Details

Keywords: by Carmen Nobel

16 Jul 2012
Research & Ideas

Are You a Strategist?

From its early days, the book explains, IKEA set out to create "a better everyday life for the many." The retailer did this by addressing an unmet market need, offering customers an extensive range of practical, well-designed furnishings... View Details