Service Excellence - Publications - Faculty & Research

15 Nov 2004
Research & Ideas

Solving the Health Care Conundrum

services as well as information that assesses the relative value delivered by providers. Because the United States has competition in health care, we would expect to see improving value, but we see just the opposite. Value-based... View Details

Keywords: by Michael E. Porter; Health

09 Mar 2010
First Look

First Look: March 9

feasibility of permanent pricing changes, and the feasibility of a new product introduction. The note gives students a foundation for analyzing marketing cases, as well as providing an analytical structure and process for completing a marketing plan. The note is... View Details

Keywords: Martha Lagace

01 Jun 2010
Sharpening Your Skills

Sharpening Your Skills: Social Reporting

benefit the environment as well as a company's bottom line," Rangan adds. Good examples are the early childhood literacy initiative of PNC, a financial services organization based in Pittsburgh, and the 10,000 Women initiative of... View Details

Keywords: by Staff

07 Aug 2006
Research & Ideas

Whatever Happened to Caveat Emptor?

faced. There is also a second cause, one that has its roots in the changing shopping experience. During the 1960s, European retailing began moving away from personalized service and toward new self-service sales formats. Abetted by the... View Details

Keywords: by Sean Silverthorne; Retail

16 Jun 2003
Research & Ideas

Surveying the VC Landscape

Lerner: This is an excellent question. It is clear that corporations over the past two decades, and particularly in recent years, have been seeking to transform their central research facilities from "ivory towers" into places... View Details

Keywords: by Ann Cullen; Financial Services

07 Aug 2009
What Do You Think?

Why Can’t Americans Get Health Care Right?

provided excellent comparative data of the kind that we have seen all too little in the public debate on the matter. And nearly everyone admirably avoided the political rhetoric that has clouded rational thought about a truly complex... View Details

Keywords: by Jim Heskett; Health

26 Jul 2006
Research & Ideas

The Strategic Way to Go to Market

more vehicles than they can sell and—unable to make money from new cars—turn to service and trade-ins to eke out margins. And at the bottom of the chain are customers trapped in high-pressure negotiations for a car that isn't the exact... View Details

Keywords: by Sean Silverthorne

03 Apr 2017
What Do You Think?

How About Investing in Human Infrastructure?

opportunities for human development are key to regenerating a middle class on which the US Constitution depends, I was surprised that there wasn’t a greater sense of urgency in many of the comments. Alan Levy led the enthusiasts with the comment, “Just an View Details

Keywords: by James Heskett; Construction

23 Aug 2010
Research & Ideas

The Drive to Acquire’s Impact on Globalization

trading partners were also winners, receiving excellent value in the goods they imported from Japan. Other nations, such as South Korea, Taiwan, and Singapore, as well as Hong Kong, have followed Japan's example with View Details

Keywords: by Paul R. Lawrence

03 Sep 2020
Op-Ed

Why American Health Care Needs Its Own SEC

services of unknown quality. The lack of transparency protects providers and insurers from needing to compete on the price and quality of their services. Lack of competition, in turn, inflates the cost and probably also diminishes the... View Details

Keywords: by Regina E. Herzlinger; Health

12 Jul 2006
Research & Ideas

Competition the Cure for Healthcare

point out in our book, the provider group doesn't create any value. Value is not created by breadth of services but excellence in particular medical conditions. Zero-sum competition was a natural evolution... View Details

Keywords: by Roger Thompson; Health

20 Mar 2020
Research & Ideas

How Small Businesses Can Survive the Coronavirus Outbreak

outstanding debt. Concerned consumers can help by buying gift cards from their local businesses, a small gesture that can help Main Street shops stay afloat. “That’s an excellent way to get money into these businesses,” Mills says. Large... View Details

Keywords: by Danielle Kost; Service; Service

25 Jul 2005
Research & Ideas

An Organization Your Customers Understand

the role of organization in regard to a business unit's success, or in the choice of which structure to use, is intertwined with a large number of other important factors. These include the strategy of the business, the quality of its leadership and work force, the... View Details

Keywords: by Robert Simons

18 Sep 2000
Research & Ideas

Getting It Done: Improving Nonprofit Performance

funding is renewed. "Over the long term," warns Grossman, "these experiments may be too few and too late for sustaining a large number of service delivery nonprofit organizations." To lead the charge for more broad-based change—or... View Details

Keywords: by James E. Aisner

05 Dec 2006
First Look

First Look: December 5, 2006

Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani, and Rajan Varadarajan Periodical:Journal of Service Research 9, no. 2 (November 2006): 184-194 Abstract Conceptually, customer relationship management (CRM) has been... View Details

Keywords: Sean Silverthorne

04 Dec 2012
Research & Ideas

Book Excerpt: Harder Than I Thought

things. And I've heard all that schlock about how Lou Gerstner was a food company CEO when he took over and saved IBM. But I don't buy it. That was a different company, in a different situation, in a different time. IBM was in the process, then, of becoming a... View Details

Keywords: by Robert D. Austin, Richard L. Nolan & Shannon O'Donnell; Aerospace

30 Jun 2015
First Look

First Look: June 30, 2015

in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to... View Details

Keywords: Carmen Nobel

19 Jul 2004
Research & Ideas

Why Innovations Sit on the Shelf

it's also the reason why many technically excellent innovations get stuck inside an organization and never make it to market. According to our studies, the most effective way for a leader to realign his company is to facilitate open and... View Details

Keywords: by Michael Beer, Russell Eisenstat & Derek Schrader

22 Jul 2008
First Look

First Look: July 22, 2008

Services (revised) Authors:Robert S. Huckman, Bradley R. Staats, and David M. Upton Abstract Much of the literature on team learning views experience as a unidimensional concept captured by the cumulative production volume of, or the... View Details