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-
All HBS Web
(2,978)
- People (4)
- News (696)
- Research (1,772)
- Events (3)
- Multimedia (10)
- Faculty Publications (970)
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- July 2003 (Revised April 2011)
- Case
Singapore Airlines: Customer Service Innovation
By: Rohit Deshpande and Hal Hogan
The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the...
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Keywords:
Customer Focus and Relationships;
Economic Slowdown and Stagnation;
Management Teams;
Brands and Branding;
Air Transportation Industry;
Travel Industry;
Singapore
Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
Breakthrough Service is Different.” What is your definition of breakthrough service, and why is it different? Sasser: Breakthrough services are those that provide extraordinary results and a high-quality...
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- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
must be more profound and open-ended, with an intent not only to discover how your customers engage with your products or services but also to understand some of the broader parameters of the constraints...
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- April 15, 2019
- Article
Why Anxious Customers Prefer Human Customer Service
By: Michelle A. Shell and Ryan W. Buell
Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
- May 2021
- Simulation
Customer Compatibility Exercise Application
By: Ryan W. Buell
Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort...
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- April 2006
- Background Note
Informing Service Management with Customer Data
By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in...
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Keywords:
Decision Making;
Design;
Analytics and Data Science;
Service Operations;
Mathematical Methods;
Value
Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
- April 2006 (Revised April 2008)
- Course Overview Note
Managing Service Operations: Understanding the Customer Operating Role
By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing...
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Keywords:
Service Operations
- April 2004 (Revised June 2004)
- Teaching Note
Starbucks: Delivering Customer Service (TN)
By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016).
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- July 2010 (Revised January 2017)
- Background Note
Marketing Analysis Toolkit: Customer Lifetime Value Analysis
By: Thomas Steenburgh and Jill Avery
Customers are increasingly being viewed as assets that bring value to the firm. Customer lifetime value is a metric that allows managers to understand the overall value of their customer base and relate it to three customer strategies firms employ: asset...
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Keywords:
Customer Lifetime Value;
Return On Investment;
Customer Acquisition;
Customer Retention;
Customer Churn;
"Marketing Analytics";
Marketing;
Customer Relationship Management;
Customer Focus and Relationships;
Customer Value and Value Chain;
Management Analysis, Tools, and Techniques;
Marketing Strategy;
Measurement and Metrics;
Strategic Planning;
Value
Steenburgh, Thomas, and Jill Avery. "Marketing Analysis Toolkit: Customer Lifetime Value Analysis." Harvard Business School Background Note 511-029, July 2010. (Revised January 2017.)
- May 1998 (Revised July 1999)
- Teaching Note
ACTC Customer Service Department TN
Teaching Note for (9-393-056).
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Keywords:
Customer Focus and Relationships
- April 1997 (Revised November 1997)
- Case
Anglian Water: Customer Service Transformation
Loveman, Gary W., and Sabina M. Ciminero. "Anglian Water: Customer Service Transformation." Harvard Business School Case 897-093, April 1997. (Revised November 1997.)
- June 1991
- Case
Beth Israel Hospital: Managing Service Excellence
Linder, Jane C. "Beth Israel Hospital: Managing Service Excellence." Harvard Business School Case 191-141, June 1991.
- February 1991
- Case
Techsonic Industries, Inc.: Customer Service
Menezes, Melvyn A. "Techsonic Industries, Inc.: Customer Service." Harvard Business School Case 591-050, February 1991.
- 2005
- Book
Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords:
Technology;
Digital;
Services;
Strategy;
Internet and the Web;
Service Delivery;
Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, MA: Harvard Business School Press, 2005.
- January 1990
- Article
An Integrated Approach to Customer Service
By: R. D. Shapiro and H. Mathe
Keywords:
Customers
Shapiro, R. D., and H. Mathe. "An Integrated Approach to Customer Service." Special Issue on Mastering Information Management Series. International Journal of Physical Distribution (January 1990).
- Forthcoming
- Article
Improving Customer Compatibility with Tradeoff Transparency
By: Ryan W. Buell and MoonSoo Choi
Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run...
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Keywords:
Transparency;
Customer Selection;
Customer Compatibility;
Retention;
Service Operations;
Service Delivery;
Marketing Strategy;
Marketing Communications;
Customer Focus and Relationships;
Customer Satisfaction;
Banking Industry;
Australia
Buell, Ryan W., and MoonSoo Choi. "Improving Customer Compatibility with Tradeoff Transparency." Management Science (forthcoming). (Pre-published online May 8, 2024.)
- February 2020
- Module Note
Transforming Customer Engagement in Service Operations
By: Ryan W. Buell
Buell, Ryan W. "Transforming Customer Engagement in Service Operations." Harvard Business School Module Note 620-089, February 2020.
- October 1985 (Revised March 1987)
- Case
AT&T Communications: Connecticut Custom Services District
Klein, Janice A. "AT&T Communications: Connecticut Custom Services District." Harvard Business School Case 686-056, October 1985. (Revised March 1987.)
- September 1980 (Revised January 1983)
- Case
Federal Express: Customer Service Department (A)
Lovelock, Christopher H. "Federal Express: Customer Service Department (A)." Harvard Business School Case 581-017, September 1980. (Revised January 1983.)