Customer Measures - Publications - Faculty & Research

05 Jun 2007
First Look

First Look: June 5, 2007

available to its customer-facing employees. In the spring of 2003, Bankinter introduced an Excel-based program called the Mortgage Simulator that helped branch managers calculate the price of a mortgage and estimate the customer lifetime... View Details

Keywords: Martha Lagace

17 Mar 2021
Research & Ideas

Beyond Pajamas: Sizing Up the Pandemic Shopper

When working professionals were shifting to home offices a year ago as COVID-19 was spreading, comedians and pundits predicted that people would no longer need bras and pants that aren’t stretchy. Instead customers would make room for... View Details

Keywords: by Ayelet Israeli, Eva Ascarza, and Laura Castrillo; Retail

George Serafeim

George Serafeim is the Charles M. Williams Professor of Business Administration at Harvard Business School. He co-leads a Lab, within Harvard's Digital, Data, Design Institute, and serves on the faculty steering commitee of Harvard University's Salata Institute. He... View Details

Keywords: asset management; insurance industry; automobiles; industrial goods; fashion; food; green technology

24 Jun 2015
HBS Case

Upgrading School with a Startup Mentality

prioritizing customer satisfaction, and using technology to gather classroom data to create continuous improvement and personalization. In short, Ventilla is combining the mission of delivering high-quality, modernized education with an... View Details

Keywords: Re: John Jong-Hyun Kim; Education

03 May 2016
First Look

First Look, May 3, 2016

still telling. Monopolists undertake market strategies designed to ensure that they are not supplanted and nonmarket actions geared to avoiding undesirable constraints and reputational damage. Depending on their legal and regulatory environment, View Details

Keywords: Sean Silverthorne

08 Sep 2008
HBS Case

The Value of Environmental Activists

There are many methods, most financial, to measure the success of companies in meeting goals. But the question becomes a lot harder at Harvard Business School when MBAs are challenged to measure the efforts of environmental organizations like Greenpeace and the World... View Details

Keywords: by Sarah Jane Gilbert; Energy; Utilities

02 Jul 2010
What Do You Think?

Is Profit as a “Direct Goal” Overrated?

illustration of that point; BP is very profitable, but there is official evidence that it continues to compromise safety.) Gerald Nanninga, on the other hand, argued that profit is a default measure, commenting that "It is easier to View Details

Keywords: by Jim Heskett

Robert S. Kaplan

Robert S. Kaplan is Senior Fellow and Marvin Bower Professor of Leadership Development, Emeritus at the Harvard Business School. He joined the HBS faculty in 1984 after spending 16 years on the faculty of the business school at Carnegie-Mellon University, where he... View Details

Keywords: health care; nonprofit industry

21 May 2007
Research & Ideas

Fixing the Marketing-CEO Disconnect

susceptibility to competition. How to repair the rift? Two HBS faculty developed a CD-based program called Measuring Marketing Performance targeted at senior executives—namely CEOs, COOs, and CMOs. The tutorial helps execs understand how... View Details

Keywords: by Sean Silverthorne

November 2016 (Revised February 2017)
Case

BrightStar Care: The Evolution of a Leadership Team

By: Boris Groysberg, Colleen Ammerman and John D. Vaughan

BrightStar Care was a rapidly growing franchise of home health care agencies. Founded by husband and wife team JD and Shelly Sun as a single agency near Chicago in 2002, BrightStar had opened nearly 300 franchises across the United States by 2016, generating over $300... View Details

Keywords: Health Care Services; Entrepreneurs; Board Of Directors; Boards Of Directors; Health Care Industry; Growth Strategy; Organizational Change; Brand Positioning; Entrepreneurial Organizations; Entrepreneurial Management; Franchising; Family-owned Business; Home Health Care; Managing Growth; Management Styles; Organizational Development; Talent Management; Women Executives; Women And Leadership; Business Startups; Family Business; Small Business; Talent and Talent Management; Governing and Advisory Boards; Health Care and Treatment; Human Capital; Leadership Development; Leadership Style; Business or Company Management; Growth and Development Strategy; Management Analysis, Tools, and Techniques; Management Skills; Management Style; Management Succession; Management Systems; Management Teams; Brands and Branding; Marketing Strategy; Strategy

Citation

Educators

Purchase

February 1996 (Revised November 1996)
Case

Wainwright Industries (A): Beyond the Baldrige

By: Rosabeth M. Kanter and Norman Klein

Traces the growth of Wainwright, a small automotive supply company, focusing on its commitment to quality in 1981 and the evolution of its quality culture. Breakthrough programs that stress "trust and belief" in the workforce and commitment to customers result in... View Details

Keywords: Quality; Customer Satisfaction; Customer Relationship Management; Ethics; Business or Company Management; Standards; Machinery and Machining; Organizational Change and Adaptation; Organizational Culture; Auto Industry; Missouri

Citation

Educators

Purchase

22 Aug 2012
Working Paper Summaries

A Randomized Field Study of a Leadership WalkRounds™-Based Intervention

departments, intensive care units, and medical/surgical units. We collected survey data from nurses in those work areas. Measures: To measure the program's impact, we collected pre and post survey data on perceptions of improvement in... View Details

Keywords: by Anita L. Tucker & Sara J. Singer; Health

24 Jun 2013
Working Paper Summaries

The Entrepreneurial Gap: How Managers Adjust Span of Accountability and Span of Control to Implement Business Strategy

Keywords: by Robert L. Simons

Research Summary

The Role of IT in Firm Scope Choice: Diversification or Specialization?

The use of IT can have two, actually opposing, effects on product diversification depending on how technologies are used by the firm. On the one hand, some uses of IT can increase specialization because they allow customers to research and order products remotely,... View Details

21 Jul 2008
Research & Ideas

Solving the Marketing Resources Allocation Puzzle

customers to target, which new customers to acquire, and how to balance resources between promotions and advertising, allocate promotional dollars, and determine the effectiveness of word-of-mouth... View Details

Keywords: by Sean Silverthorne

Better, Simpler Strategy: A Value-Based Guide to Exceptional Performance

Get to better, more effective strategy.

In nearly every business segment and corner of the world economy, the most successful companies dramatically outperform their rivals. What is their secret? In "Better, Simpler Strategy," Harvard... View Details

Research Summary

Overview

By: Rohit Deshpande

Customer Centricity Rohit Deshpandé's research program focuses on Customer-Centricity. A stream of projects examines the interaction between corporate and national culture as they influence the development and implementation of global marketing strategies in high... View Details

Web

Publications - Faculty & Research

Harigaya, Grady Killeen and Aparna Krishna This paper evaluates a low-cost, customized soil nutrient management advisory service in India. As a methodological contribution, we examine whether and in which settings satellite View Details

Web

Faculty & Research

of Avoidable Health Care By: Amitabh Chandra , Pragya Kakani and Simone Matecna We measure whether expert patients – those trained as physicians and nurses – have fewer emergency department visits and the reasons for these differences.... View Details

Web

PhD Programs - Doctoral

services, and information are exchanged. Research provides insights into how companies serve customers and approaches for measuring the impact of marketing efforts. Marketing PhDs are separated into two... View Details

Publications