Publications
Publications
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- All HBS Web
(4,546)
- Faculty Publications (1,369)
- 1980
- Chapter
Measuring Consumer Satisfaction and Complaint Behavior: A Study of Financial Services and Insurance
By: J. Quelch and S. Ash
- September 1980 (Revised January 1981)
- Case
Bay Financial Corp.
By: William J. Poorvu and John H. Vogel Jr.
Keywords: Financial Services Industry
- February 1980
- Case
Profiles of Selected U.S. Securities Firms in 1979
- May 1979 (Revised August 2013)
- Background Note
Financial Analysis of Real Property Investments
Develops a conceptual framework for financial analysis of real estate investments, taking into consideration the necessity for baseline data, project trends, and forecast discontinuities. View Details
- April 1979 (Revised October 1983)
- Case
U.S. Securities Industry in 1979
- September 1976 (Revised January 1977)
- Case
Del Norte Paper Co. (C)
Designed to serve two roles: first, it provides a reasonably comprehensive description of an ongoing capital budgeting system for the international operations of a large American company. Second, it allows the student to focus upon and critically analyze a series of... View Details
- January 1976
- Case
Weightman, Lawson & Frank (The Underwriting Decision)
- summer 1970
- Article
Marketing Strategy and Bank Service Interaction: A Probability Model
By: D. B. Crane
- Forthcoming
- Article
Achieving Epilepsy Care for All: Ecosystem-Based Transformation
By: Susanna Gallani, Bernice Martin Lee and Lidia M. V. R. Moura
Epilepsy exemplifies many of the systemic challenges of modern health care— fragmented care delivery, inequitable access, financial strain, and so on. The current “system of systems” (SoS) structure of U.S. health care fosters siloed operations among its member systems... View Details
- Teaching Interest
Competing in the Age of Digital Platforms—(Executive Education)
By: David B. Yoffie
Summary
Without exception, the most valuable companies in the world today are platforms. Microsoft, Apple, Amazon, Google, Facebook, and many other firms have built their fortunes by facilitating innovation across global ecosystems or... View Details
Without exception, the most valuable companies in the world today are platforms. Microsoft, Apple, Amazon, Google, Facebook, and many other firms have built their fortunes by facilitating innovation across global ecosystems or... View Details
- Teaching Interest
Field Course: Social Innovation Lab
Co-taugh with Prof. John Kim
This course provides students an opportunity to use the discipline of entrepreneurial... 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
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- Forthcoming
- Article
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
- Teaching Interest
Overview
By: Rob Markey
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details
Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations