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All HBS Web
(2,469)
- People (2)
- News (539)
- Research (1,676)
- Events (3)
- Multimedia (9)
- Faculty Publications (924)
- 06 Oct 2003
- What Do You Think?
Is “the Innovator’s Solution” to Sustained Corporate Growth an Unnatural Act?
to identify disruptive ideas" which often result from observations of the circumstances in which potential customers "hire" products or services to achieve a result. The catch is that no...
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by James Heskett
- 22 Sep 2014
- Op-Ed
Online Banks Fill Funding Needs for Small Business
scale, these alternative players have the potential to fundamentally change the way in which small businesses access capital, creating greater competition, price transparency, and a better customer experience. Emerging online players are...
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- 29 Jan 2013
- First Look
First Look: Jan. 29
utilize diverse levels of analysis. Paper: http://www.oxfordbibliographies.com/obo/page/management Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services Authors:Clark, Jonathan R., Robert S....
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Sean Silverthorne
- 01 Jun 2016
- News
Faculty Q&A: That’s Classic
death of a loved one. Our customers love us. That’s not going to last forever, so what’s the next thing we’re going to do? As opposed to: They love us, oops, now they don’t; uh-oh, what should we do? So cherishing and being proactive...
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Julia Hanna
Scott D. Cook
Though he was not the first individual to launch a personal finance software company, Cook was the most successful. His focus on easy of use and customer service helped to develop Quicken into one of the...
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Computers & Electronics
- 12 Mar 2019
- First Look
New Research and Ideas, March 12, 2019
causing them to place a lower value on the product or service being offered. To address this problem, managers should experiment with operational transparency—the deliberate design of windows into and out of the organization's operations...
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Dina Gerdeman
- 01 Jun 2014
- News
Screen Saver
the consumer.'" Odd as it sounds, the customer has not been a historical focus for the movie theater industry. As Ramsey points out, the business got going in the 1930s and 1940s, when it was typical for one print of a movie to be...
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- 24 Apr 2014
- News
Student turns family health crisis into online solution
CareSolver, is an online health care service platform that offers families customized care guides as well as educational material and resources. The goal is to help caregivers get better care for their aging...
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- 01 Aug 2012
- What Do You Think?
Should CEOs Worry About ‘Too Big to Succeed?’
mortgages, and other consumer financial products, is firm in his belief that great service depends on service centers employing no more than roughly 150 people--even if two are located with just a wall...
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- Web
Public Entrepreneurship - Course Catalog
We tackle “problem-finding” and “solution-finding”. We touch on customer discovery to understand needs of citizens and public workers. We meet entrepreneurs who used the tools of design thinking and explore how they can be adapted for...
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- Web
Learn with Baker Library: LSEG Workspace | Baker Library
Help Center Learn with Baker Library: LSEG Workspace Learn With Baker Library is a library service that provides customized e-learning modules covering topics from in-depth database overviews, library...
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- 26 Jan 2004
- Research & Ideas
What Developing-World Companies Teach Us About Innovation
developing countries. As a result, they must rely on the customer-pull approach: finding ways to solve customers' dilemmas without relying on novel science. Many multinationals entering developing countries pay lip service to serving...
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- 28 Mar 2018
- News
Fueling the Future
Women who pursue STEM fields are accustomed to being challenged. When Cecily Kovatch (MBA 2002) began her career working as a field engineer for Schlumberger, one of the world’s largest oilfield service companies, the all-male crews on...
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Jill Radsken
- 25 Mar 2001
- Research & Ideas
Who Wants to Be an Entrepreneur? [Part II]
reliable, branded beauty services in office parks and hotels, but she focused first on the high-visibility airport market, where customers in transit needed the services she...
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by John S. Rosenberg
- 19 Feb 2019
- First Look
New Research and Ideas, February 19, 2019
service relationships is neither well understood, nor consistently factored into service design. In this paper, two laboratory experiments and one field experiment, conducted in financial View Details
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Sean Silverthorne
- 13 Sep 2019
- Blog Post
An Uncommon Summer: Project Management at an Education Non-Profit
concepts, and analyzed a year’s worth of Zendesk customer service ticket data to determine the ebb and flow of the needs of their customers: the teachers and administrators teaching our youth. Towards the...
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- 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
- 26 Jul 2016
- First Look
July 26, 2016
suppliers of assets for rent, physical products, or services with customers demanding them. Among the most notable two-sided platforms in terms of their tremendous early growth were Airbnb, Etsy, and Uber....
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Sean Silverthorne
- 15 Oct 2012
- Research & Ideas
Why Business IT Innovation is so Difficult
chains, and speeding communications. The result: "People can spend more time thinking up new products and servicing customers, and less time checking boxes." To get there, most firms must be willing to engage in radical change and...
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by Maggie Starvish
- 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...
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