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- Faculty Publications (445)
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- 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
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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- Research Summary
Sovereign Debt as a Contingent Claim: A Quantitative Approach (joint with Fabio Kanczuk)
By: Laura Alfaro
We construct a dynamic equilibrium model with contingent service and adverse selection to quantitatively study sovereign debt. In the model, benefits of defaulting are tempered by higher future interest rates. For a wide parameter, the only equilibrium is one in which...
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- 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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