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- Research Summary
The State of Small Business Lending: Credit Access During the Recovery and How Technology May Change the Game
By: Karen Mills
Small businesses are core to America's economic competitiveness. Not only do they employ half of the nation’s private sector workforce—about 120 million people—but since 1995 they have created approximately two-thirds of the net new jobs in our country. Yet in... View Details
- Research Summary
The State of Small Business Lending: Innovation and Technology and the Implications for Regulation
By: Karen Mills
Small businesses were among the hardest hit in the Great Recession, accounting for more than 60% of the total jobs lost. The economic crisis was one focused on the banking sector, which is one reason for the disproportionately high impact on America’s small businesses,... View Details
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
- Teaching Interest
Transforming Customer Experiences - Executive Education
By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details
- Forthcoming
- Article
You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance
By: Astrid Marinoni and Maria P. Roche
This paper examines the impact of the expansion of the US Postal Service in the late 19th century
on firm creation and performance. Utilizing newly digitized archival data on historic business establishments,
post office locations, and road networks in California,... View Details
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