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Show Results For
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All HBS Web
(2,469)
- People (2)
- News (539)
- Research (1,676)
- Events (3)
- Multimedia (9)
- Faculty Publications (924)
- 01 Dec 2003
- News
Can Manufacturing Keep Its Edge?
the consolidation of large food manufacturers has resulted in significant margin compression for his product. That brings CCC’s customer service capabilities to the fore, he continues, describing how the...
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- 22 Jul 2024
- News
Viral Marketing’s Early Muse
Illustration by John Weber In 2008, Canadian musician Dave Carroll saw United Airlines employees manhandling his $3,500 Taylor guitar on the tarmac in Chicago. When he arrived at his destination, the guitar was in pieces. Carroll contacted United customer service...
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- Web
Winners & Success Stories | New Venture Competition
insights. Team: Brandon Chi, MBA 2024; Joseph Swift; Amitesh Pratap; Leonie Luginbuehl. Play Video duration: 2:04 2024 New Venture Competition Winner, Social Enterprise Track: Solara Solara provides an on-demand solar irrigation service...
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- 26 Jan 2016
- First Look
January 26, 2016
service excellence, the case provides an insurance context in which to explore the link between customer satisfaction and competitive performance, and it challenges the students to ponder the extent of the...
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Sean Silverthorne
- 01 Sep 2015
- News
Alumni and Faculty Books for September 2015
results—the “service trifecta”; (6) use technology to elevate the most important and eliminate the worst service jobs; (7) take steps to develop a core of customers who are “owners”; and (8) build agile...
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- 01 Apr 1997
- News
The Businesslike Gourmet: Karen Page on America's Foodservice Industry
when they leave; the restaurant will do whatever's necessary to ensure that. A qualitative experience measured quantitatively - it's a case study in successful customer service and View Details
- 29 Sep 2020
- Blog Post
New Life for Old Tech: Startup Provides Network Security Solutions for Obsolete Devices
companies for a sale, and customers are going to be more skeptical, wondering who is selling snake oil and who is providing a service that will actually make their lives easier,” she said. “Trying to shine...
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- 01 Sep 2005
- News
WATER Ltd.
point is not whether public or private providers deliver the service but the efficiency, quality, and cost-effectiveness of that service,” says Jeremy Pelczer (AMP 162, 2002), president and CEO of American Water. “We agree that water is a...
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- Web
Teach with Special Collections | Baker Library
Teach with Special Collections Serving as a key teaching and learning resource for the Harvard University community, Special Collections & Archives provides a range of course services for the undergraduate and graduate student body. Case...
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- Fast Answer
India - Industry specific research
manufacturers. Automotive Advisory Service Ernst & Young's India...
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- 01 Jun 1998
- News
Renewing Baker: Tom Michalak, Executive Director of Baker Library
information broadly, I believe we're seeing a marriage of electronic and print media, wherein each medium has a complementary and important role. What are some interesting uses of technology at Baker Library? We are using information technology in almost every aspect...
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- 01 Dec 2018
- News
A Force for Good
customer service and administration. “We connect them to great candidates they might otherwise overlook,” he says. Skillist’s job application platform omits a candidate’s name and other identifying...
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- 04 Sep 2019
- News
Clicks and Mortar
has to create a branded experience that goes beyond the purely transactional—one that aims to build a relationship with the customer and communicate the brand in an experiential way. There’s still a purpose for physical shopping in...
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- 21 Feb 2014
- News
The First Five Years: Evelyne White (MBA 2010)
local customs were. My best travel experiences have always involved having a local person on the ground, so I set out to launch a platform where travelers could connect with local people. Sharing a meal is one of the best ways to break...
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- 23 Jun 2009
- First Look
First Look: June 23
variety of applications and services that drive the popularity of software. The first principle focuses on enabling choice: firms should allow consumers and partners to have a real choice between complementary products and View Details
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Martha Lagace
- 01 Dec 2013
- News
Curing Health Care
The occasion? The company, a leading supplier of cloud-based services for electronic health records (EHR), practice management, and care coordination, was expanding. In a big way. Founded in 1997, athenahealth now serves about 44,000...
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- 23 Oct 2012
- First Look
First Look: October 23
(forthcoming) Abstract Competition among firms yields many benefits but can also encourage firms to engage in corrupt or unethical activities. We argue that competition can lead organizations to provide services that View Details
Keywords:
Sean Silverthorne
- 24 Feb 2014
- Research & Ideas
Uncovering Racial Discrimination in the ‘Sharing Economy’
The "sharing economy" is a burgeoning business model in which people offer their personal belongings and personal services to others, usually through online marketplaces that facilitate the transactions. It seems absolutely egalitarian at...
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- 21 Jan 2020
- Research & Ideas
Lessons for Retailers from the Rebirth of Indie Bookstores
As big box bookstores Barnes & Noble and Borders spread across the landscape in the 1990s, retail observers sounded the death knell for small, independent booksellers. But they had no idea of the onslaught that was coming. Amazon.com launched in 1995, offering...
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- 18 Oct 2016
- First Look
October 18, 2016
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. How do companies know how to grow? How can they...
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Keywords:
Sean Silverthorne