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- Faculty Publications (310)
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- Research Summary
Overview
By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening...
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Keywords:
Service Operations;
Customer Satisfaction;
Customer Retention;
Customer Behavior;
Operational Transparency;
Customer Compatibility;
Engagement;
Customers;
Decision Making;
Design;
Management;
Operations;
Quality;
Relationships;
Social Psychology;
Technology;
Value;
Service Industry;
Service Industry;
Service Industry;
Service Industry;
Service Industry;
Service Industry
- Research Summary
Overview
By: Isamar Troncoso
Professor Troncoso's research explores problems related to digital marketplaces and AI applications in marketing, and combines toolkits from econometrics, causal inference, and machine learning. She has studied how different platform design choices can lead to...
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- Research Summary
Overview
By: Iavor I. Bojinov
My research focuses on overcoming the methodological and operational challenges of developing data science capabilities, what I call data science operations. Today, within leading digital companies, data science is no longer confined to technical teams but is pervasive...
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- Research Summary
Overview
Engaged with field work in South Asia and East Africa, Professor Hussam places a focus on exploring questions with strong theoretical motivation in the economics literature as well as relevant downstream policy implications. Her research spans four broad interests.... View Details
- Research Summary
Overview
By: Antonio Moreno
One major theme of Professor Moreno’s research has been retail channel integration and so-called “omnichannel retail.” In omnichannel retail, retailers provide their customers with a shopping experience that may involve different channels in a way that aims to be...
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Keywords:
Omnichannel;
Omni-channel;
Omnichannel Retail;
Omnichannel Retailing;
Retail;
Customer Value and Value Chain;
Information Management;
Technological Innovation;
Distribution;
Distribution Channels;
Logistics;
Product;
Product Design;
Service Delivery;
Supply Chain;
Supply Chain Management;
Information Technology;
Internet;
Online Technology;
Technology Adoption;
Technology Platform;
Service Industry;
Service Industry;
Service Industry;
Europe;
Spain;
Latin America
- Research Summary
Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage
By: W. Earl Sasser
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
By: Frances X. Frei
This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see
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- Forthcoming
- Book
The Everything Token: How NFTs and Web3 Will Transform the Way We Buy, Sell, and Create
By: Steve Kaczynski and Scott Duke Kominers
We demystify the coming digital revolution, showing how NFTs will transform our online and offline interactions.
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
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
Keywords:
Economic Systems;
Microeconomics;
Entrepreneurship;
Cultural Entrepreneurship;
Information Technology;
Innovation and Invention;
Innovation Strategy;
Digital Platforms;
Digital Strategy;
Digital Transformation;
Internet and the Web;
Technology Adoption;
Marketing;
Marketing Strategy;
Product Marketing;
Product Positioning;
Markets;
E-commerce;
Market Design;
Value;
Customer Value and Value Chain;
Collaborative Innovation and Invention;
Innovation and Management;
Organizational Structure;
Customer Ownership;
Ownership;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry
Kaczynski, Steve, and Scott Duke Kominers. The Everything Token: How NFTs and Web3 Will Transform the Way We Buy, Sell, and Create. Portfolio/Penguin, forthcoming.
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain....
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- Teaching Interest
Transforming Customer Experiences - Executive Education
By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading...
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