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All HBS Web
(2,547)
- Faculty Publications (619)
Show Results For
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All HBS Web
(2,547)
- Faculty Publications (619)
- Teaching Interest
FIELD Global Immersion
- Research Summary
Globalization of Human Capital
- Research Summary
How to Manage Customers for Increased Profits and Customer Satisfaction
- Forthcoming
- Article
Improving Customer Compatibility with Tradeoff Transparency
- Research Summary
Management Control Systems in Multiunit Companies
Professor Sandino conducts research on early-stage multiunit companies that introduce management control systems to help maintain operations, as well as company culture, as they grow, but also to enable adaptation to the different markets that they serve. Building... View Details
- Research Summary
Managing Customer Information
- Research Summary
Managing Marketspace Service Interfaces
Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details
- Research Summary
Managing Networked Businesses
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- Research Summary
Managing the Operating Role of Customers
- Research Summary
Overview
- Research Summary
Overview
- Research Summary
Overview
- Research Summary
Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage
Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details
- Research Summary
Service Excellence by Design
- Forthcoming
- Book
The Everything Token: How NFTs and Web3 Will Transform the Way We Buy, Sell, and Create
NFTs aren’t just pictures on the internet, or a fad that has come and gone. Rather, they’re a new technology for creating digital assets and... View Details
- Research Summary
The Role of Information Technology in the Provision of Services
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
- Teaching Interest
Transforming Customer Experiences - Executive Education
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