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  • Web

Employment Data Trends

Health-Related Services 3% 2% 3% 3% 3% Investment Banking 3% 4% 3% 3% 5% Investment Management / Hedge Fund 7% 8% 8% 6% 6% Manufacturing 4% 4% 5% 6% 5% Aero / Auto / Transport Equipment 1% 1% 1% 2% 1% Cleantech 0% <1% <1% <1% <1% Energy /... View Details
  • Research Summary

Overview

By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
Keywords: Service Operations; Customer Satisfaction; Customer Retention; Customer Behavior; Operational Transparency; Customer Compatibility; Engagement; Customers; Decision Making; Design; Management; Operations; Quality; Relationships; Social Psychology; Technology; Value; Banking Industry; Banking Industry; Banking Industry; Banking Industry; Banking Industry; Banking Industry
  • Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Related
  • 20 May 2014
  • First Look

First Look: May 20

aimed at curbing the entry of large retail stores have been introduced in many countries to protect independent retailers. Analyzing a planning reform launched in the United Kingdom in the 1990s, I show that independent View Details
Keywords: Sean Silverthorne
  • Person Page

Media

Media

This lists media reports covering my firm dollarDEX Investments or me (or my colleagues), or columns written by me (or my colleagues). There are all... View Details

  • Web

Podcast - Business & Environment

and repair, how secondhand retail pilot programs at IKEA stores are reaching new customers, and how investments like RetourMatras are developing circular solutions for end-of-life mattresses. Karen also describes how policy, design, and... View Details
  • Web

Europe - Global

Featured on Climate Rising How does a global retailer like IKEA embed circularity into its products, business model, and operations? In this Climate Rising episode, Harvard Business School Professor Mike Toffel speaks with Karen Pflug,... View Details
  • 01 Dec 2023
  • News

Rounding the Bend

increasingly demanding more accountability and transparency. “I’m actually quite proud of how the industry is coming together.” McClay has filled myriad roles within the fashion sector: first on the European consumer and retail investment... View Details
Keywords: Jen McFarland Flint; Miscellaneous Store Retailers; Miscellaneous Store Retailers; Miscellaneous Store Retailers; Miscellaneous Store Retailers
  • Web

Finance - Faculty & Research

debt held by the domestic banking sectors of Eurozone countries was more than twice its 2007 level. We show that this type of increasing reliance on the domestic banking sector for absorbing government bonds... View Details
  • 01 Dec 2023
  • News

The Imposter Among Us

Edited by Jen McFarland Flint; Illustrations by Peter Arkle It was their rst day at Harvard and like the rest of his cohort, Edgar Wallner (PMD 22, 1971) will never forget meeting Robert Gaines-Cooper. Frankly, it would have been difficult to miss the Englishman, who... View Details
Keywords: Business Schools & Computer & Management Training; Educational Services

    Rosabeth M. Kanter

    Rosabeth Moss Kanter holds the Ernest L. Arbuckle Professorship at Harvard Business School, specializing in strategy, innovation, and leadership for change. Her strategic and practical insights guide leaders worldwide through teaching, writing, and direct... View Details

    Keywords: banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking
    • 02 Nov 2010
    • First Look

    First Look: November 2, 2010

    Greenwich, Connecticut, that is considering offering a wholly new line of product to retail investors, namely the ability to invest in the price phenomenon known as momentum. There is a large body of empirical evidence supporting momentum... View Details
    Keywords: Sean Silverthorne
    • Web

    About - Race, Gender & Equity

    relations in organizations with a focus on leadership, identity, and organizational culture change. Examples of her past research include studies of men and masculinity on offshore oil platforms; the impact of racial diversity on retail... View Details
    • 03 Mar 2009
    • First Look

    First Look: March 3, 2009

      Working PapersAdding Bricks to Clicks: The Contingencies Driving Cannibalization and Complementarity in Multichannel Retailing (revised) Authors:Jill Avery, Thomas J. Steenburgh, John Deighton, and Mary Caravella Abstract This paper... View Details
    Keywords: Martha Lagace

      Peter Tufano

      Peter Tufano is a Baker Foundation Professor at Harvard Business School and Senior Advisor to the Harvard Salata Institute for Climate and Sustainability. From 2011 to 2021, he served as the Peter Moores Dean at View Details

      Keywords: banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking
      • 11 Jun 2013
      • First Look

      First Look: June 11

      shadow banking system-are outweighed by the risks inherent in this new approach to credit delivery. 2006 Harvard Business Review In Search of a Second Act: Riding the Popularity of a Great First Product Is Easy; Finding the Next One Is... View Details
      Keywords: Carmen Nobel
      • 16 Jul 2013
      • First Look

      First Look: July 16

      Alan Morrison Abstract—Existing studies suggest that systemic crises may arise because banks either hold correlated assets or are connected by interbank lending. This paper shows that common regulation is also a conduit for interbank... View Details
      Keywords: Anna Secino
      • 17 Aug 2010
      • First Look

      First Look: August 17

      analyze conditions under which these attack types are likely to succeed. Download the paper: http://www.hbs.edu/research/pdf/07-104.pdf Unstable Equity? Combining Banking with Private Equity Investing Authors:Lily Fang, Victoria Ivashina,... View Details
      Keywords: Martha Lagace
      • Web

      2023 Reunion Presentations - Alumni

      such as retail pharmacies, ambulatory surgery centers, urgent care centers, telemedicine, and wireless sensors. Public policy enabled these changes in many ways: allowing access to telemedicine and pharmaceuticals by mail; redefining... View Details
      • Web

      Business & Environment - Faculty & Research

      ; Governing and Advisory Boards ; Lawfulness ; Lawsuits and Litigation ; Measurement and Metrics ; Corporate Social Responsibility and Impact ; Business and Shareholder Relations ; Social Issues ; Retail Industry ; Food and Beverage... View Details