Customer Service - Publications - Faculty & Research

13 Oct 2003
Research & Ideas

How to Pick Managers for Disruptive Growth

segmented. "Small business" probably isn't right, and "industry vertical" probably isn't right. We have to figure out what jobs the customers are trying to get done, and then design products and View Details

Keywords: by Michael Raynor

01 Sep 2003
News

Books

failures as well as successes. A final chapter examines how some companies — even whole industries, like integrated circuits — literally have shifted the locus of experimentation to their customers and created billions of dollars of new... View Details

Keywords: Deborah E. Blagg; Margie Kelley; Educational Services; Educational Services

23 Oct 2019
News

Understanding Business Firsthand in South Korea

required course designed to develop students’ global and cultural intelligence. In the course, students tackle a real product or service challenge for a partner organization and complete an immersion in their partner’s city. Seoul was... View Details

Keywords: Global Understanding; Internationalization; Educational Innovation

03 Jan 2017
Research & Ideas

5 New Year's Resolutions You Can Keep (With the Help of Behavioral Science Research)

of the common contracts people sign with themselves each year. If you have resolved to eat healthier, try ordering your groceries a week in advance of delivery. Internet delivery services make it all too easy to give into food cravings... View Details

Keywords: by Carmen Nobel

01 Mar 2019
News

Case Study: Off to a Fine Art

Photo courtesy of James Ellerker Photography The Question: There’s a necessary element of bulk in the rental business—if you only needed one or two pieces you’d just buy them, Giridharadas says. Her question is how to get there. A chef View Details

Keywords: Jen McFarland Flint

01 Jun 2009
News

Dispatches from the Global Classroom

“we-dentity” and the power of community in the face of an inefficient, sometimes corrupt, local government. Santa Ana del Valle, for example, provides many of its services (such as policing or maintenance of the church and museum) through... View Details

Keywords: Julia Hanna; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services

01 Apr 2000
News

Getting the Message

service reaches more consumers," asserts Silk. Broadband -- a high-speed constant link to the Web that will place today's 56k modem in the history books next to the UNIVAC -- promises to transform the advertising industry. Currently only... View Details

Keywords: Susan Young

01 Mar 2014
News

Faculty and Alumni Books for March 2014

a short, traditional text with a living website and cover such fundamental topics as accounting and tax, mortgages, capital markets, REITs and more. It also addresses the 2008 financial crisis and its impact on the real-estate profession. View Details

05 Aug 2002
What Do You Think?

Is Platform Leadership Old Hat or the Wave of the Future?

what extent does platform leadership help or hinder the development of such ideas? Do our anti-trust laws adequately address the issue of platform leaders and their behaviors? Platform leadership requires ingenuity, a strong customer... View Details

Keywords: by James Heskett

11 Jun 2014
Research & Ideas

In the Future of Sports Investing, Media Is the Best Bet

"Sports fans like statistics," he says. He is also looking at ways to incorporate his sports media expertise into the classroom. "I am percolating the idea of a course on sports media," Higgins says, explaining that the industry offers great... View Details

Keywords: by Carmen Nobel; Financial Services; Financial Services

22 Mar 2010
Research & Ideas

One Strategy: Aligning Planning and Execution

Established enterprises have customer relationships, channels to market, technical capabilities, critical data and information about consumers, along with a myriad other factors that will increase the impact of any innovation they come up... View Details

Keywords: by Sean Silverthorne; Web Services; Web Services

26 Feb 2008
First Look

First Look: February 26, 2008

short term, but produces complementary effects in both the catalog and the online channels in the long term; the complementary effects, which are magnified in the online channel, more than overcome the initial losses in the catalog channel. View Details

Keywords: Martha Lagace

01 Sep 2012
News

An Intellectual Capital: Some Influential HBS Ideas, at a Glance

In “Marketing Myopia” in HBR, Ted Levitt (below) famously asks “What business are you in?” and insists that customer focus be paramount. 1977 Abraham Zaleznik raises a provocative, game-changing question in “Managers and Leaders: Are They... View Details

Keywords: Professor Elton Mayo: Professor Fritz Roethlisberger; George M. Moffett Professor of Agriculture and Business, Professor Emeritus Ray A. Goldberg; Professor Abraham Zaleznik; Professor Alfred Chandler; Professor Michael Porter; Professor Robert S. Kaplan; Professor Michael C. Jensen; Professor C. Roland Christensen; Professor Robert Menton; Educational Services; Educational Services

01 Mar 2004
News

The Business of Babies

selective genetics. In order to succeed, providers will have to walk a fine line between making the customer happy and avoiding controversy. One thing is for sure, as Spar pointed out, “You can’t be politically naive and do well in this... View Details

Keywords: Educational Services; Educational Services

24 Jun 2014
First Look

First Look: June 24

terms that require prepayment. During the recent crisis, the exporter was more likely to demand cash in advance terms when transacting with new customers, and customers that traded on cash in advance and letter of credit terms prior to... View Details

Keywords: Sean Silverthorne

01 Dec 2006
News

Inside Intel

received. Here, Intel had the edge. According to Davidow, “Intel had great customer service and support. We could assure a customer’s success with our device. By comparison, choosing the Motorola path... View Details

Keywords: Richard S. Tedlow; Hanna, Julia; technology; manufacturing; innovation; Computer and Electronic Product Manufacturing; Manufacturing; Electrical Equipment, Appliance, and Component Manufacturing; Manufacturing

12 Jul 2011
News

Phone Fun

cited Phones 4u’s claim “to be the UK’s fastest-growing independent mobile phone retailer” and Braterman’s role in helping the company double its share of pay-as-you-go cell phone customers last year on a marketing budget that was “less... View Details

Keywords: Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services

09 Apr 2014
Research & Ideas

A Playbook for Small-Business Job Creation

Rather than depend on credit scores, the company uses its own algorithm to analyze data including bank transactions, sales, and customer reviews. Potential borrowers fill out applications online, automatic decisions are made in a matter... View Details