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- Faculty Publications (255)
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- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment...
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Keywords:
Debates;
Customer Focus and Relationships;
Globalized Markets and Industries;
Service Delivery;
Alliances;
Information Technology;
Aerospace Industry
Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
- February 1994 (Revised May 1999)
- Case
Manville Corp. Fiber Glass Group (C)
By: Lynn S. Paine and Sarah Gant
Manville Corp.'s senior managers are surprised when Japanese government officials advise them not to go forward with their plan to add a cancer warning label to diatomaceous earth (DE) products sold in Japan. The International Agency for Research on Cancer has ruled...
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Keywords:
Management Teams;
Ethics;
Conflict of Interests;
Health;
Safety;
Cross-Cultural and Cross-Border Issues;
Policy;
Japan
Paine, Lynn S., and Sarah Gant. "Manville Corp. Fiber Glass Group (C)." Harvard Business School Case 394-116, February 1994. (Revised May 1999.)
- 1991
- Article
Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;...
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Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
- January 1980 (Revised August 1986)
- Case
General Electric vs. Westinghouse in Large Turbine Generators (A)
Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to allow a structural analysis of the industry and an analysis of the strategies of the major players since 1946. The...
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Keywords:
Transformation;
Customer Focus and Relationships;
Machinery and Machining;
Cost Management;
Price;
Management Analysis, Tools, and Techniques;
Marketing Strategy;
Industry Structures;
Competition;
Manufacturing Industry;
United States
Porter, Michael E. "General Electric vs. Westinghouse in Large Turbine Generators (A)." Harvard Business School Case 380-128, January 1980. (Revised August 1986.)
- Research Summary
Building Small Business Utopia: How Artificial Intelligence and Big Data Can Increase Small Business Success
By: Karen Mills
Small business lending has remained unchanged for decades, laden with frictions and barriers that prevent many small businesses from accessing the capital they need to succeed. Financial technology, or “fintech,” promises to change this trajectory. In 2010, new fintech...
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- Forthcoming
- Article
Canary Categories
By: Eric Anderson, Chaoqun Chen, Ayelet Israeli and Duncan Simester
Past customer spending in a category is generally a positive signal of future customer spending. We show that there exist “canary categories” for which the reverse is true. Purchases in these categories are a signal that customers are less likely to return to that...
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Keywords:
Churn;
Churn Management;
Churn/retention;
Assortment Planning;
Retail;
Retailing;
Retailing Industry;
Preference Heterogeneity;
Assortment Optimization;
Customers;
Retention;
Consumer Behavior;
Forecasting and Prediction;
Retail Industry
Anderson, Eric, Chaoqun Chen, Ayelet Israeli, and Duncan Simester. "Canary Categories." Journal of Marketing Research (JMR) (forthcoming). (Pre-published online November 29, 2023.)
- Forthcoming
- Article
From Bupkis to Sechel in Health Care
By: Regina E. Herzlinger and Richard Boxer
Fifty years ago, famed economist Milton Friedman declared that “The social responsibility of business is to increase its profits.” This free market manifesto was adopted by the healthcare industry as well. But transactional has evolved into transformational with the...
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Keywords:
Corporate Accountability;
Customer Focus and Relationships;
Corporate Social Responsibility and Impact;
Health Industry
Herzlinger, Regina E., and Richard Boxer. "From Bupkis to Sechel in Health Care." JAMA, the Journal of the American Medical Association (forthcoming).
- Research Summary
Managing Customer Information
By: Frances X. Frei
After a service offering is implemented, firms routinely collect significant
amounts of data, including customer, employee, and firm financial data. However,
service firms are not nearly as effective as they could be in taking advantage
of these data. This research...
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- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
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
- Forthcoming
- Article
On the Origins of Restricting Women's Promiscuity
By: Anke Becker
This paper studies the origins and function of customs and norms that intend to keep women from being promiscuous. Using large-scale survey data from more than 100 countries, I test the anthropological theory that a particular form of preindustrial...
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- Teaching Interest
Overview
By: John A. Deighton
I teach about the ecosystem of big data, the role of data in advertising and creative industries, and customer management and personal privacy in an era of individual addressability.
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- Research Summary
Overview
By: Jorge Tamayo
Professor Tamayo’s research focuses on theoretical modeling and structural estimation of firm decision-making and productivity.
Professor Tamayo studies dynamic competition for customer membership. Generally, firms that implement a membership model charge a... View Details
Professor Tamayo studies dynamic competition for customer membership. Generally, firms that implement a membership model charge a... View Details
- Research Summary
Overview
Professor Ferreira's research primarily focuses on how retailers can use algorithms to make better revenue management decisions, including pricing, product display, and assortment planning. In the retail industry, anticipating consumer demand is arguably one of the...
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- Research Summary
Overview
By: Ayelet Israeli
Professor Israeli utilizes econometric methods and field experiments to study data driven decision making in marketing context. Her research focuses on data-driven marketing, with an emphasis on how businesses can leverage their own data, customer data, and market data...
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- Forthcoming
- Article
Sampling Bias in Entrepreneurial Experiments
By: Ruiqing Cao, Rembrand Koning and Ramana Nanda
Using data from a prominent online platform for launching new digital products, we document that ‘sampling bias’—defined as the difference between a startup’s target customer base and the actual sample on which early ‘beta tests’ are conducted—has a systematic and...
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Cao, Ruiqing, Rembrand Koning, and Ramana Nanda. "Sampling Bias in Entrepreneurial Experiments." Management Science (forthcoming). (Pre-published online December 14, 2023.)
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