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  • February 2000
  • Case

E2M Health Services

By: Richard M.J. Bohmer and Naomi Atkins
Outlines the growth of an innovative diabetes disease management organization from 1994-99. Having demonstrated the success of their model in managing diabetes populations in Texas and New York State, the CEO and president must decide the future strategy of the company... View Details
Keywords: Business Model; Customer Focus and Relationships; Decision Choices and Conditions; Financial Markets; Revenue; Innovation and Invention; Business or Company Management; Marketing Strategy; Internet; Health Industry
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Bohmer, Richard M.J., and Naomi Atkins. "E2M Health Services." Harvard Business School Case 600-077, February 2000.
  • December 2000 (Revised February 2007)
  • Case

Achieving Customer Satisfaction at Pizza Hut (A)

By: V.G. Narayanan and Preeti Choudhary
Describes how Pizza Hut measures and monitors customer satisfaction, customer complaints, and the quality of its retail locations. View Details
Keywords: Customer Satisfaction; Management Analysis, Tools, and Techniques; Management Systems; Risk Management; Franchise Ownership; Performance Evaluation; Problems and Challenges; Quality; Service Industry; Service Industry
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Narayanan, V.G., and Preeti Choudhary. "Achieving Customer Satisfaction at Pizza Hut (A)." Harvard Business School Case 101-006, December 2000. (Revised February 2007.)
  • 2016
  • Book

Competing Against Luck: The Story of Innovation and Customer Choice

By: Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan
The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services that customers want to buy and are willing to purchase at a premium price.... View Details
Keywords: Disruptive Innovation; Consumer Behavior
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Christensen, Clayton M., Taddy Hall, Karen Dillon, and David S. Duncan. Competing Against Luck: The Story of Innovation and Customer Choice. New York: Harper Business, 2016.
  • Article

The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
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Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
  • 06 Jul 2020
  • Research & Ideas

The Right Way to Manage Customer Churn for Maximum Profit

the example of an online retailer who suddenly sees a monthly shopper stop buying for two months. “Customers just stop using the service but don’t have to tell the company.” In order to manage churn, companies typically use machine... View Details
Keywords: by Michael Blanding; Service; Service; Service
  • March 2002
  • Background Note

Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce

Illustrates how various elements in a customer's encounter with Internet services relying on physical service (labor-intensive customer support and/or logistics) affect one another. Presents a framework that suggests: 1) that improving service quality in specific... View Details
Keywords: Internet and the Web; Service Delivery; Performance Efficiency; Performance Effectiveness; Service Industry
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Hallowell, Roger H. "Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce." Harvard Business School Background Note 802-155, March 2002.
  • 2016
  • Book

Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

By: Elie Ofek, Eitan Muller and Barak Libai
This book bridges the gap between what academics know, and what innovation stakeholders—from managers, to investors, to analysts, to consumers—need to know about how new products and services are expected to perform in the marketplace. The book develops a compelling... View Details
Keywords: Innovation; Technology Diffusion; New Products; Customer Lifetime Value; Monetization Strategy; Social Influence; Innovation Adoption; Forecasting Demand; Commercialization; Marketing Strategy; Practice; Customer Value and Value Chain; Research; Innovation and Management; Technology Adoption; Forecasting and Prediction; Product Development
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Ofek, Elie, Eitan Muller, and Barak Libai. Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services. University of Chicago Press, 2016.
  • 01 Mar 2004
  • What Do You Think?

Are Customer Loyalty Initiatives Worth the Investment?

to let customers acquire points or miles or any loot unconnected to the product they are using . . . It's about customers and suppliers caring for each other's success." As Alan de Winter put it,... View Details
Keywords: by James Heskett
  • July 1998 (Revised May 2004)
  • Case

Custom Research Inc. (B)

By: William J. Bruns Jr. and Susan Harmeling
Supplements the (A) case. View Details
Keywords: Service Industry
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Bruns, William J., Jr., and Susan Harmeling. "Custom Research Inc. (B)." Harvard Business School Case 199-002, July 1998. (Revised May 2004.)
  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

your biggest buckets of cost and rethinking those strategically in ways that give your customers something they value," notes Frei, the UPS Foundation Professor of Service Management at Harvard Business... View Details
Keywords: by Deborah Blagg; Service
  • February 2005 (Revised March 2013)
  • Case

Phase Zero: Introducing New Services at IDEO (A)

By: Amy C. Edmondson and Laura Feldman
Focuses on whether world-renowned product design firm IDEO's new customer service fits with the firm's strategic position and organization capabilities. Over the course of IDEO's 13-year history, an increasing share of revenues are a result of "Phase 0"... View Details
Keywords: Strategy; Service Operations; Product Design; Infrastructure; Customer Focus and Relationships; Innovation and Invention; Service Industry; Boston; United States
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Edmondson, Amy C., and Laura Feldman. "Phase Zero: Introducing New Services at IDEO (A)." Harvard Business School Case 605-069, February 2005. (Revised March 2013.)
  • 24 Feb 2014
  • Research & Ideas

Busting Six Myths About Customer Loyalty Programs

was very clear that he wanted to ensure that customers who visited another casino would lose something by not accumulating rewards with Harrah's: the opportunity to get to higher levels of rewards and View Details
Keywords: by Marcel Corstjens & Rajiv Lal; Retail; Consumer Products
  • 2012
  • Book

Uncommon Service: How to Win by Putting Customers at the Core of Your Business

By: Frances Frei and Anne Morriss
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the... View Details
Keywords: Customers; Business Ventures
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Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012.
  • 21 Mar 2016
  • HBS Case

Can Customer Reviews Be 'Managed?'

This is a lesson that actually applies to any consumer category really. I would say with pretty much any product or service that somebody is selling, word-of-mouth is always going to be important. So for the marketers that are out there... View Details
Keywords: by Brian Kenny; Advertising; Travel
  • June 2013
  • Case

Olympic Rent-A-Car U.S.: Customer Loyalty Battles

By: John Deighton and James T. Kindley
The marketing and operations managers for Olympic Rent-A-Car meet to decide how to respond to changes in the loyalty rewards program at the market-leading competitor. The competitor's program gives awards based on dollars spent instead of days rented and eliminates... View Details
Keywords: Customer Relationship Management; Competitive Strategy; Marketing; Operations; Service Industry; Service Industry
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Deighton, John, and James T. Kindley. "Olympic Rent-A-Car U.S.: Customer Loyalty Battles." Harvard Business School Brief Case 913-568, June 2013.
  • September 2018
  • Case

ProdEng: Services for Oil & Gas Extraction

By: Frank V. Cespedes, Maria Fernanda Miguel and Mariana Cal
ProdEng is a venture created as part of a PE fund and provides oil field services in Argentina. In 2016, an industry-wide unforeseen oil and gas demand slump drove ProdEng’s average service rates down by more than 37%, with EBITDA margins falling from 50% to 24% in the... View Details
Keywords: Pricing; Entrepreneurship; Sales; Marketing; Price; Strategy; Latin America; Argentina
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Cespedes, Frank V., Maria Fernanda Miguel, and Mariana Cal. "ProdEng: Services for Oil & Gas Extraction." Harvard Business School Case 819-003, September 2018.
  • 09 Jan 2013
  • Sharpening Your Skills

Sharpening Your Skills: Understanding Customers

Questions To Be Answered What's the biggest obstacle to excellence in service organizations? Should I do what my customers tell me to do? How can I understand my customers... View Details
Keywords: Re: Multiple Faculty
  • January 1997
  • Background Note

Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance

By: Benson P. Shapiro
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
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Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
  • Research Summary

Using IT to Leverage Human Resources in Services

Discussion of the Internet and IT to date concentrates on how they will replace, rather than support, human service providers. While this approach is appropriate for a few firms, it is inadequate for many. The Internet and other information technology... View Details

  • 14 Sep 2015
  • Research & Ideas

Rewriting the Rules of Service Competition

buy results and experiences, not services or products. That’s why IKEA’s leaders focus on the few things that produce results and experiences for the right customers. This requires another important piece of knowledge: View Details
Keywords: by James Heskett, W. Earl Sasser & Leonard A. Schlesinger; Retail
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