Customer Service - Publications - Faculty & Research

April 2001
Teaching Note

MindSpring TN

By: Jeffrey F. Rayport, Steven Silverman and William A. Sahlman

Teaching Note for (9-899-178). For book only - not listed on case. View Details

Keywords: Customer Satisfaction; Growth and Development Strategy; Mergers and Acquisitions; Organizational Culture; Competitive Strategy; Web Services Industry

Citation

10 Dec 2010
News

was critical in getting the ball rolling for Relay Rides, a service allowing customers to rent neighborhood cars from private owners by the hour or by the day. (Clark also got some “Air Time” in the December... View Details

Keywords: Julia Hanna; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services

15 Dec 2015
News

Lovepop Woos The Sharks

our whole team was going to be focused on making sure the website was up and fielding customer service calls. We were all hands on deck—we even had a whole bunch of extra people come on to help us out. We... View Details

29 Sep 2015
Research & Ideas

Work 3.0: Redefining Jobs and Companies in the Uber Age

as Lyft, Postmates, Upwork, TaskRabbit, and scores of others like them—connect large numbers of independent contractors providing services with customers seeking those services. The companies profit by... View Details

Keywords: by Andrei Hagiu; Web Services; Web Services

February 2007 (Revised May 2007)
Case

Li & Fung 2006

By: F. Warren McFarlan, William C. Kirby and Tracy Manty

Describes the opportunities and strategy facing one of the most innovative global supply-chain companies, and the strategy it has chosen to deal with the expanding demand for its services. Li & Fung links thousands of factories in India, China, and elsewhere to nearly... View Details

Keywords: Customer Value and Value Chain; Supply Chain Management; Distribution Channels; Global Range; Strategy; Information Technology; Service Industry; Service Industry; China; India; United States; Europe

Citation

Educators

Purchase

15 Dec 2014
Research & Ideas

Deconstructing the Price Tag

itemizes what it spends on cotton, cutting, sewing, dyeing, finishing, and transporting each shirt, consumers become more attracted to the brand and more likely to purchase. “By unpacking the costs, you have the opportunity to explain everything you did for the View Details

Keywords: by Dina Gerdeman; Retail

12 Oct 1999
Research & Ideas

Where Main Street Meets Wall Street

funds have made an important contribution to both the democratization and the strengthening of the American economy," says HBS professor Jay O. Light, an expert on the financial services industry. And now, according to Light and... View Details

Keywords: by Garry Emmons; Financial Services

01 Jun 2022
News

Case Study: Glass Half Full

line of upcycled drinking glasses. To acquire the raw materials, the founders identified a partner in the Houston area that had relationships with local bars and restaurants. Now, instead of tossing empties in the municipal recycling bin—a View Details

Keywords: Jen McFarland Flint; Nonstore Retailers; Retail Trade

26 Jul 2011
First Look

First Look: July 26

threat responses and their implications for research on identity dynamics within organizations. Working PapersThe Impact of Supplier Reliability Tracking on Customer Demand: Model and Estimation Methodology Authors:Nathan Craig, Nicole... View Details

Keywords: Sean Silverthorne

21 Feb 2020
News

Style for Everyone

Nadia Boujarwah and Lydia Gilbert (both MBA 2013) cofounded Dia & Co right out of HBS, producing fashion and online services for plus-size women. In this interview, they talk about the inspiration for the idea and the need it serves. “Dia... View Details

Keywords: Apparel Manufacturing; Manufacturing

Web

Online Digital Marketing Strategy Course | HBS Online

objectives, metrics, target audiences, and value proposition to position your product or service for success Discover how to acquire and retain customers through paid, owned, and earned media Gain frameworks... View Details

01 Sep 2008
News

Faculty Books

Service Profit Chain to Work for Unbeatable Competitive Advantage by James L. Heskett, W. Earl Sasser, and Joe Wheeler (Harvard Business Press) The authors extend their earlier idea of a service-profit chain improving performance to View Details

Keywords: Educational Services; Educational Services; Educational Services

26 Oct 2015
News

Ron Johnson’s Post-Penney’s Rebirth

The November issue of Fast Company has a profile of Ron Johnson (MBA 1984)—former Apple retail guru and JC Penney CEO. Johnson’s now at the helm of a consumer electronics startup, Enjoy, that focuses on personal service interactions with... View Details

Keywords: Electronics and Appliance Stores; Retail Trade

14 Aug 2019
Sharpening Your Skills

The Manager's Guide to Leveraging Disruption

big-brand retailer seems to have survived and even thrived in the apocalyptic retail landscape. What's its secret? Research Papers Executive Education in the Digital Vortex: The Disruption of the Supply LandscapeThe impact of customer... View Details

Keywords: by Sean Silverthorne

Web

Linking Policy - HBS Working Knowledge

us of your links to our site. Contact HBS Working Knowledge Baker Library | Bloomberg Center Harvard Business School Soldiers Field Road Boston, MA 02163 Customer Service Editor Newsletter Sign-Up Reprint... View Details

Thomas M. Siebel

Siebel founded his firm in 1993 as a provider of sales force automation systems. Though his firm quickly became a major player in sales force automation, Siebel Systems achieved tremendous growth when its software was applied to customer... View Details

Keywords: Computers & Electronics

05 May 2003
What Do You Think?

Is This a Golden Era for Marketing Productivity?

"employment" of a relatively small number of these customers on behalf of a product or service can greatly improve both the efficiency and effectiveness of a marketing strategy. And it is made... View Details

Keywords: by James Heskett

01 Apr 2002
News

Student Conferences Spark Discussion, Promote Interaction

we think about everything," he remarked. "Information technology has to march in lockstep with business," agreed Verizon CIO Shaygan Kheradpir. Software that automates complex transactions and expanding customer View Details

Keywords: H Naylor Fitzhugh; Educational Services; Educational Services

07 Sep 2021
News

Alumni Perspective: The Morning After 9/11

helpful. Can someone tell us how insurance companies make money?” And so, the first day of our post-9/11 lives began. Just six days earlier, in what suddenly seemed like a parallel universe, Frances had introduced us to her course on Managing View Details

Web

Learn with Baker Library: Baker Basics for Executive Education Participants | Baker Library

Help Center Learn with Baker Library: Baker Basics for Executive Education Participants Learn with Baker Library is a library service that provides customized e-learning modules covering topics from in-depth... View Details

Publications