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gradyreese Always on, always connected isn’t always better when it comes to solving problems at work. In fact, teams get better results when they...
Top leaders of a global consulting firm longed to add more women to its partner ranks, if women would just put in the hours necessary to compete. But...
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
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Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Service Operations;
Customer Relationship Management;
Customer Satisfaction;
Performance
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488.
- February 2021 (Revised April 2021)
- Case
Board Director Dilemmas—Back the SPAC?
By: Suraj Srinivasan, David G. Fubini and Amram Migdal
This case focuses on a board director of a diversified holding company. The firm’s longtime CEO had always exhibited a cautious, methodical approach to growth. Now, the CEO is raising the idea of joining with a special purpose acquisition company (SPAC) to spin off...
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Srinivasan, Suraj, David G. Fubini, and Amram Migdal. "Board Director Dilemmas—Back the SPAC?" Harvard Business School Case 121-042, February 2021. (Revised April 2021.)
- February 2021
- Article
A Dynamic Theory of Multiple Borrowing
By: Daniel Green and Ernest Liu
Multiple borrowing—a borrower obtains overlapping loans from multiple lenders—is a common phenomenon in many credit markets. We build a highly tractable, dynamic model of multiple borrowing and show that, because overlapping creditors may impose default externalities...
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Keywords:
Commitment;
Multiple Borrowing;
Common Agency;
Misallocation;
Microfinance;
Investment;
Mathematical Methods
Green, Daniel, and Ernest Liu. "A Dynamic Theory of Multiple Borrowing." Journal of Financial Economics 139, no. 2 (February 2021): 389–404.
- 2021
- Working Paper
Harbinger Categories
By: Eric Anderson, Chaoqun Chen, Ayelet Israeli and Duncan Simester
Past spending by a customer is generally a positive signal of future spending at the same retailer. We show that there exist “Harbinger Categories” for which the reverse is true. The more purchases customers make in these categories, the less likely these customers are...
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