Customer Service - Publications - Faculty & Research

10 Jan 2017
News

Street Smarts

“Today, the car is a mobile computing platform,” says Mistele. “We pull information from various sensors in real time and create services around it.” For example, INRIX uses machine learning to provide View Details

October 2023 (Revised February 2024)
Technical Note

Design and Evaluation of Targeted Interventions

By: Eva Ascarza and Ta-Wei (David) Huang

Targeted interventions serve as a pivotal tool in business strategy, streamlining decisions for enhanced efficiency and effectiveness. This note delves into two central facets of such interventions: first, the design of potent decision guidelines, or targeting... View Details

Keywords: Marketing; Customer Relationship Management; Analysis; Design; Business Strategy; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry

Citation

Educators

Purchase

06 Dec 2021
News

In My Humble Opinion: Come Clean

Twenty years ago, when a broker called to tell Jon Simon (MBA 1980) about the possibility of acquiring Parkway Custom Drycleaning, the broker didn’t initially reveal what it was—a high-end dry-cleaning business founded in 1926. Convinced... View Details

Keywords: Julia Hanna; career; life experiences; dry cleaning; leadership; music; Personal and Laundry Services; Personal and Laundry Services

01 Feb 1997
News

OPM Celebrates 21st Anniversary at Gala Florida Reunion

and develop friendships with those outside your class as well." The academic program began early the next day and included presentations by W. Earl Sasser, Jr., the UPS Foundation Professor of Service Management and chair of the School's... View Details

Joseph M. Segel

Home Shopping Network. Believing that he could do better than HSN, Segel introduced a softer sales approach and an expanded customer service function. Though HSN’s success spawned hundreds of “copy-cats,”... View Details

Keywords: Entertainment & Broadcast Media

07 Sep 2020
Research & Ideas

How to Help Small Businesses Survive COVID's Next Phase

small-business owners trying to survive. Strict safety protocols haven’t been enough to get customers through the door for some small businesses, and many owners—crushed by inventory and overhead costs—are grappling with hard choices.... View Details

Keywords: by Danielle Kost; Service; Service

02 Aug 2024
HBS Case

How a Mission to Cut Food Waste Launched a Multimillion-Dollar Venture

entrepreneur’s Flashfood app at a Toronto supermarket hadn’t gone well, ending with confusion among customers and ire from the store manager. But Domingues, who had launched the app after learning that international food waste was the... View Details

Keywords: by Lane Lambert; Technology; Information Technology

Web

Thomas Stemberg | Baker Library

office supplies, where customers wheeled their own carts through aisles of discounted office offerings from faxes and computer printers to pens and paper products, and, yes, staples. Staples launched in 1986 and not only created but also... View Details

08 Jul 2014
First Look

First Look: July 8

Extensions address screening and signaling in hiring, the effects of an imperfect legal system, and social norms of fairness. We illustrate our arguments with examples from practice. Download working paper: http://ssrn.com/abstract=2378558 How Do View Details

Keywords: Carmen Nobel

01 Apr 1998
News

Emerging Information

IT WAS A CRITICAL demonstration that, if all went well, would likely land a big-time client for Gary Mueller, president and CEO of Internet Securities (www.securities.com), an online service designed to provide news and data about the... View Details

Keywords: Paul Michelman

01 Mar 2010
News

Money Matters

funds, and insurance companies — in two key ways. Rather than open a high-cost retail branch network and wait for customers to walk in, iTrust has forged partnerships with 130 large and midsized companies across India to become a... View Details

Keywords: Roger Thompson; Finance

01 Jun 2024
News

Case Study: Ready for an Upgrade

Illustration by Alvaro Dominguez The Los Angeles–based startup Stell was borne of a pain point almost as old as recorded history itself: paperwork. One of Stell’s cofounders, Malory McLemore (MBA 2022), had landed a job as an engineer at Airbus after earning a... View Details

Keywords: Jen McFarland Flint; Computer Systems Design and Related Services; Professional Services

27 Jul 2023
Blog Post

Buy Big, Sell Small

tolerance for risk and responsibility, Shruti returned to India and jumped into entrepreneurship “head first, feet next.” With a startup team, she began fine-tuning plans to launch a digital platform to help local travel agents maximize their effectiveness through... View Details

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

05 Jun 2006
Research & Ideas

Using Competition to Reform Healthcare

business of providing services to patients. (Those who are uncomfortable with the notion of businesses in health care can substitute the term service lines.) The question "What business are we in?"... View Details

Keywords: by Michael E. Porter; Health

02 Apr 2015
Research & Ideas

Digital Initiative Summit: Freeing Patient Data to Enable Innovation

customer experience is so poor across the health care industry. "Employers do. So there's no real driver for quality." Hsiang (HBS MBA 2010), a health data advisor for the White House's US Digital Service... View Details

Keywords: Re: Karim R. Lakhani; Health

20 Dec 2018
Cold Call Podcast

Using Fintech to Disrupt Eastern Bank from Within

Keywords: Re: Karen Mills; Financial Services; Financial Services

22 Nov 2011
News

A Storybook Beginning

constantly: POM and Service Management,” he states. “Ordering 500 Kindles, shipping them halfway around the world, getting them, intact, through customs and to schools way off the beaten track — that could... View Details

Keywords: Educational Services; Educational Services; Educational Services; Educational Services

Web

LGBTQ+ Pride Month | Baker Library

"Diversity Spotlight" feature, where you can filter for U.S. start-ups founded and led by LGBTQ+ individuals. Review Capital IQ Pro 's LGBTQ market map, which consists of companies that provide products or services to LGBTQ communities or... View Details

01 Sep 2024
News

Reduce, Reuse, Recycle

Thirteen years ago, Marcelo Claure, founder of wireless services company Brightstar, discussed with a reluctant Steve Jobs the idea of launching a trade-in and recycling program for iPhones. It was a business move that expanded the market... View Details

Keywords: Jennifer Meyers

Publications