Publications

2019
Working Paper

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei

This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details

Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Banking Industry

SSRN

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30 Jul 2009
News

Chatter about a new global currency is overblown

December 1980 (Revised January 1992)
Case

Savannah West

By: William J. Poorvu and John H. Vogel Jr.

Allison Porter, a loan officer for Chemical Bank, must decide whether to make a construction loan on a 216-unit apartment building to be built in Savannah, Georgia. In teaching this case, one begins by looking at the economics, marketing data, etc., of the proposed... View Details

Keywords: Credit; Property; Financing and Loans; Banks and Banking; Housing; Risk Management; Valuation; Banking Industry; Banking Industry; Georgia (state, US)

04 Feb 2020
Video

Erling Lorentzen

Erling Lorentzen, former head of Aracruz Celulose, a leading Brazilan manufacturer of pulp and paper, describes the difficulty of gaining financing from the American banks Morgan Stanley and Goldman Sachs... View Details

11 Sep 2020
Video

James Mwangi

James Mwangi, CEO of Kenya’s Equity Bank, which has one of the largest customer bases of any bank in Africa, explains his bank’s determination to remain neutral in the highly polarized Kenyan political environment. View Details

12 Apr 2013
News

Deleveraging in the U.S. Just Started

19 May 2015
First Look

First Look: May 19

decreased volatility of supply shocks and increased volatility of the Fed's long-run inflation target. Endogenous responses of bond risk premia amplify these effects of monetary policy on bond risks. Download working paper: http://ssrn.com/abstract=2332106 Career... View Details

Keywords: Sean Silverthorne

2007
Working Paper

New Framework for Measuring and Managing Macrofinancial Risk and Financial Stability

By: Dale F. Gray, Robert C. Merton and Zvi Bodie

This paper proposes a new approach to improve the way central banks can analyze and manage the financial risks of a national economy. It is based on the modern theory and practice of contingent claims analysis (CCA), which is successfully used today at the level of... View Details

Keywords: Financial Crisis; Macroeconomics; Central Banking; Risk Management

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11 Oct 2022
Research & Ideas

Shrinking the Racial Wealth Gap, One Mortgage at a Time

Hiring more minority loan officers could help people of color secure significantly more home loans and address one of the biggest factors driving the racial wealth gap, new research finds. In the white-dominated US banking industry,... View Details

Keywords: by Rachel Layne; Financial Services

August 2011 (Revised October 2014)
Case

High Wire Act: Credit Suisse and Contingent Capital (A)

By: Clayton S. Rose and Aldo Sesia

Late in 2010, Credit Suisse CEO Brady Dougan and his team closed in on the decision of whether or not to issue contingent capital, which Swiss regulators would require by 2019. There were a number of substantial issues facing Dougan and his team, including whether... View Details

Keywords: Financial Institutions; Capital Markets; Financial Crisis; Decision Choices and Conditions; Leadership; International Finance; Financial Liquidity; Risk and Uncertainty; Competitive Strategy; Financial Services Industry; Switzerland

April 2022
Teaching Note

Banorte Móvil: Data-Driven Mobile Growth

By: Ayelet Israeli and Carla Larangeira

In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details

Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America

Francis Okomo-Okello

Keywords: Financial Services; Hotels

31 Oct 2019
Video

Dato' Sri Tahir

Dato’Sri Tahir, founder of a large financial services group in Indonesia, ascribes the frequency of bank failures in the country to their owners diverting funds to support their other businesses, at the expense... View Details

Video

Narayanan Vaghul

Narayanan Vaghul, Former Chairman of ICICI Bank Limited, recounts discovering and establishing strong financial backing for Pratham, an NGO that seeks to improve the quality of education for children throughout India (Filmed October 26, 2017). View Details

January 2013 (Revised October 2014)
Case

Barclays and the LIBOR Scandal

By: Clayton S. Rose and Aldo Sesia

In June of 2012, Barclays plc admitted that it had manipulated LIBOR—a benchmark interest rate that was fundamental to the operation of international financial markets and that was the basis for trillions of dollars of financial transactions. Between 2005 and 2009... View Details

Keywords: Financial Systems; Financial Services; Corruption; Regulation; General Management; Management; Leadership; Economic Systems; Crime and Corruption; Ethics; Culture; Banking Industry; Banking Industry; United Kingdom