Customer Service Excellence - Publications - Faculty & Research

01 Sep 2008
News

No Rain Delay for Graduation 2008

said. Following tradition, the MBA Class of 2008 honored four faculty members for excellence in teaching: Professor Thomas Piper (Financial Reporting and Control); Professor Jan Rivkin (Strategy); Lecturer Stacey Childress... View Details

Keywords: commencement; Educational Services; Educational Services

10 AM – 11 AM EDT, 22 Oct 2015
Webinars: Trending@HBS

Collective Impact: An Innovative Approach to Improving Public Education

In this webinar, Professor Grossman will describe an innovative approach to improving public education Collective Impact and how you can get involved to help transform public education in the communities you care about. View Details

01 Sep 2024
News

Reduce, Reuse, Recycle

Thirteen years ago, Marcelo Claure, founder of wireless services company Brightstar, discussed with a reluctant Steve Jobs the idea of launching a trade-in and recycling program for iPhones. It was a business move that expanded the market... View Details

Keywords: Jennifer Meyers

01 Sep 2006
News

Faculty Books

effective management of information services activities and highlights the areas of greatest potential application of the technology. Global Marketing Management by John A. Quelch and Christopher A. Bartlett (South-Western Publishing... View Details

Keywords: Educational Services; Educational Services

17 Dec 2015
News

Conducting Research That Influences Practice

Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details

01 Dec 2014
News

Taking Tailoring High Tech

2010) created Birchbox, a wildly successful monthly beauty-samples subscription service that has inspired countless in-a-box imitators. Motlagh’s Acustom Apparel showroom in Soho, which opened in 2013, has some things in common with a... View Details

Keywords: April White; fashion

01 Sep 2014
News

New Idea: On-Demand Package Delivery

potential customers on Facebook and LinkedIn, and purchase mover’s dollies to help them make deliveries. The cofounders successfully tested Boxxify throughout April and May in Boston’s Back Bay, where their research showed only 3 percent... View Details

Keywords: Francis Storrs

01 Dec 2013
News

HBX: Expanding Our Reach

intended to enhance rather than compete with or substitute for current offerings. Finally, the platform will be built on a robust and self-sustaining economic model. “We are committed to leveraging technology to develop highly differentiated offerings that set the... View Details

Keywords: online learning; curriculum; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services

05 Oct 2010
First Look

First Look: October 5, 2010

Demand: Model and Estimation Methodology Authors:Nathan Craig, Nicole DeHoratius, and Ananth Raman Abstract To set service levels, firms must understand how changes in service affect View Details

Keywords: Sean Silverthorne

21 Dec 2018
News

Bridging the Gap

massive, wildly unequal, and she’s got access to privilege and opportunity that she is absolutely committed to putting to use in the service of creating opportunities for others. Flint: Not every 18-year-old will thrive in that kind of... View Details

Keywords: Educational Support Services; Educational Support Services

01 Apr 1997
News

Manager's Notebook

partner is extremely important." Rayport and Hagel envision a new type of service company emerging in which certain firms - which they term "info-mediaries" - serve as trusted liaisons between customers and... View Details

Keywords: Judith Ross

02 Nov 2016
What Do You Think?

Are Employees Becoming Job 'Renters' Instead of 'Owners'?

“It may not be possible for every employee (to) value the company as if it were his own. The next best thing is to make the customer the focus of everyone’s work. When customer View Details

Keywords: by James Heskett

12 Oct 1999
Research & Ideas

Value Judgments: Business Ethics Across Borders

course-development project in 1997. Writing cases on firms in China, Japan, Thailand, Argentina, Nigeria, and Russia, she focused on businesses indigenous to each culture as well as multinationals moving between cultures. In addition, she chose companies that aspire to... View Details

Keywords: by Judith A. Ross

01 Sep 2016
News

Advancing the Vision for HBS

other initiatives ensure that the School remains the standard for excellence in management education worldwide. Thanks to the extraordinary generosity of thousands of donors and the work of a dedicated corps of alumni volunteers, we are... View Details

16 May 2017
First Look

First Look at New Ideas and Research, May 16

Performance By: Li, Shelley Xin, and Tatiana Sandino Abstract—Many service organizations empower frontline employees to experiment with different ways to meet diverse customer needs across different... View Details

Keywords: Re: Multiple Faculty

18 Mar 2009
Research & Ideas

Marketing After the Recession

closely to your customers and revise your market segmentation assumptions. Assess your target customers' trust in your brand. Clearly, trust in financial services brands has taken a beating. Many well-known... View Details

Keywords: by John Quelch; Retail

Web

Transportation - Business & Environment

a commercial scale, by 2025 by partnering our startup, Synthetic Genomics, with Exxon.” Juan Enriquez HBS MBA 1986 Managing Director, Excel Venture Management Alterrell Mills HBS MBA 2016 Regional Service... View Details

01 Jun 2022
News

Vision: Into the Breach

big and so easy to find, it’s almost a miracle they haven’t been breached yet,” says Iram (above, left), a former captain in Israeli military intelligence who established the risk, compliance, and advisory services firm K2 Intelligence... View Details

Keywords: Alexander Gelfand

10 Apr 2019
HBS Case

How Entrepreneurs Can Turn Lead Into Gold

a young boy he met begging for money during a trip to Peru. “That experience authentically changed how he and his wife viewed the world,” Wu says. He launched the business with a dual goal of creating excellent outdoor equipment and... View Details

Keywords: by Michael Blanding; Financial Services