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Show Results For
- All HBS Web
(2,907)
- People (4)
- News (722)
- Research (1,835)
- Events (3)
- Multimedia (10)
- Faculty Publications (1,009)
- 31 Jul 2012
- News
When to Disappoint Your Customers
- 03 Feb 2003
- Research & Ideas
Web Services
service technologies from a provider, customer, and investor perspective. Customers are concerned with integration and driving down costs, said Steven Lewis, Microsoft's general manager of .net market... View Details
- Research Summary
Managing Customer Information
By: Frances X. Frei
After a service offering is implemented, firms routinely collect significant
amounts of data, including customer, employee, and firm financial data. However,
service firms are not nearly as effective as they could be in taking advantage
of these data. This research... View Details
- June 2011
- Article
The Paradox of Excellence
By: Thomas J. DeLong and Sara DeLong
Why is it that so many smart, ambitious professionals are less productive and satisfied than they could be? We argue that it's often because they're afraid to demonstrate any sign of weakness. They're reluctant to ask important questions or try new... View Details
Keywords: Employees; Innovation and Invention; Strength and Weakness; Performance Productivity; Risk and Uncertainty; Motivation and Incentives; Satisfaction
DeLong, Thomas J., and Sara DeLong. "The Paradox of Excellence." Harvard Business Review 89, no. 6 (June 2011).
- June 2018
- Article
Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged
By: Clarence Lee, Elie Ofek and Thomas Steenburgh
We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across... View Details
Keywords: Customer Engagement; Adoption Routes; Word-of-Mouth; Digital Marketing; Bayesian Estimation; Customers; Communication; Consumer Behavior; Marketing; Internet and the Web; Analytics and Data Science
Lee, Clarence, Elie Ofek, and Thomas Steenburgh. "Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged." Management Science 64, no. 6 (June 2018): 2473–2495. (Lead Article.)
- Research Summary
Overview
By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
- Article
Moving from Engagement to a Real Marriage of Brand and Customer
Rayport, Jeffrey F. "Moving from Engagement to a Real Marriage of Brand and Customer." True (FleishmanHillard) (June 15, 2014).
- Program
Transforming Customer Experiences
Summary Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in View Details
- November 2023 (Revised March 2024)
- Technical Note
Customer Data Privacy
By: Eva Ascarza and Ta-Wei Huang
This note provides an overview of the evolving landscape of customer data privacy in 2023. It highlights two pivotal aspects that make privacy a central concern for businesses: building and maintaining customer trust and navigating the intricate regulatory... View Details
Keywords: Customer Relationship Management; Governance Compliance; Governing Rules, Regulations, and Reforms; Risk and Uncertainty; Reputation; Trust; Information Management; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Europe; United States
Ascarza, Eva, and Ta-Wei Huang. "Customer Data Privacy." Harvard Business School Technical Note 524-005, November 2023. (Revised March 2024.)
- Awards
Management Science Distinguished Service Award
By: Juan Alcacer
Received the Meritorious Service Award from Management Science in 2013 for excellence in quality and timeliness of editorial work, in the role of Associate Editor. View Details
- 2017
- Working Paper
Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service
By: Alexandra C. Feldberg and Tami Kim
- 21 Aug 2019
- Working Paper Summaries
Improving Customer Compatibility with Operational Transparency
- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
financial services. Its user-friendly interface is designed so that customers only need to fill out one application for all the products it offers. The services that Wingspanbank offers include checking and... View Details
Keywords: by Susan Young
- June 2024
- Supplement
Pal's Sudden Service (B)
By: Gary P. Pisano, Francesca Gino and Ruth Page
Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details
Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details
Keywords: Growth and Development Strategy; Organizational Culture; Motivation and Incentives; Service Operations; Service Industry; Service Industry
Pisano, Gary P., Francesca Gino, and Ruth Page. "Pal's Sudden Service (B)." Harvard Business School Multimedia/Video Supplement 917-701, June 2024.
- Research Summary
Managing Marketspace Service Interfaces
Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details
- Research Summary
Managing the Operating Role of Customers
By: Frances X. Frei
Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details
- October 1982 (Revised January 1985)
- Supplement
Federal Express: Customer Service Department -- Cosmos System and Interview with Heinz Adam, Video
Lovelock, Christopher H. "Federal Express: Customer Service Department -- Cosmos System and Interview with Heinz Adam, Video." Harvard Business School Video Supplement 883-501, October 1982. (Revised January 1985.)
- 01 Sep 2003
- News
Incentives and Operational Excellence
common to both major corporations and mom-and-pop shops, and offered practical solutions based on his research. One case Narayanan used to illustrate his point involved a family-owned video store. Generally in the past, he said, as many as 25 percent of rental View Details
- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details
Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)