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All HBS Web
(5)
- Research (4)
- Faculty Publications (3)
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- November 2016
- Case
ShotSpotter
By: Mitchell Weiss and Sarah McAra
SST, Inc. offered a subscription-based gunfire detection service, ShotSpotter Flex, to cities across the United States in addition to a few abroad. Over its 20-year history, SST had mostly honed a reliable business-to-government sales model, and the company had been...
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Keywords:
ShotSpotter;
SST;
Internet Of Things;
IoT;
Smart Cities;
Public Entrepreneurship;
Enterprise Sales;
Scaling And Growth;
Government;
Public Sector;
Innovation;
Ralph Clark;
Entrepreneurship;
Sales;
Innovation and Invention;
Public Administration Industry;
California;
United States
Weiss, Mitchell, and Sarah McAra. "ShotSpotter." Harvard Business School Case 817-034, November 2016.
- 2022
- Working Paper
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service...
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Keywords:
Anxiety;
Self-service;
Empirical Operations;
Behavioral Operations;
Customers;
Emotions;
Service Delivery;
Interpersonal Communication;
Customer Satisfaction;
Trust
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Harvard Business School Working Paper, No. 19-089, February 2019. (Revised November 2023.)
ShotSpotter
SST offered a subscription-based gunfire detection service, ShotSpotter Flex, to cities across the United States, and a few abroad. Over its 20-year history, SST had mostly honed a reliable business to government sales model, and the company had been focused on...
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- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- 14 Mar 2017
- First Look
First Look at New Research, March 14
Case 817-034 ShotSpotter SST, Inc. offered a subscription-based gunfire detection service, ShotSpotter Flex, to cities across the United States in addition to a few abroad. Over its 20-year history, SST had mostly honed a reliable...
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Keywords:
Sean Silverthorne