Technology and analytics
How Gen AI Robots Are Reshaping Services
They converse, physically interact, and learn in real time.
10 results for "Jochen Wirtz"
Case Study Reprint
Quadria Capital: Doing Well by Doing Good in Asian Institute of Gastroenterology Hospitals
Founded in 2012, Quadria Capital Investment Management Private Limited (Quadria Capital) was committed to its mission of using its expertise to do well...
$11.95Buy now in store- Business management
HBR List: Breakthrough Ideas for 2005
The List is HBR's annual attempt to capture ideas in the state of becoming--when they're teetering between what one person suspects and what everyone...
- Business management
Revolutionizing Customer Service
Featuring international customer service researchers and consultants Jochen Wirtz and Ron Kaufman, coauthors of the HBR article “Revolutionizing Customer Service”.
Apr 10, 2017
Case Study Reprint
The Accellion Service Guarantee
Accellion sought to position itself as a service provider in the Distributed File Storage, Management and Delivery market space. Its major targeted customers...
$11.95Buy now in storeCase Study Reprint
SpaceDisk, Inc: Marketing a Global Distributed Application Platform on the Internet
This case documents how SpaceDisk started out as a provider of free Web-based storage space. When the potential for such subscription and advertising...
$11.95Buy now in store- Business management
How to Deal with Customer Shakedowns
It's one of the most basic aphorisms of business: The customer is always right. But when companies, especially large ones, try to rectify a service failure,...
- Business management
When Hiring, First Test, and Then Interview
Using simple online psychometric tests at the start of the hiring regimen can reap a smaller, better applicant pool and save thousands of hours of managerial...
- Business management
The Globe: Singapore Airlines' Balancing Act
Reprint: R1007P Singapore Airlines is widely regarded as an exemplar of excellence in an industry whose service standards are tumbling. What's not so...
- Business management
Revolutionizing Customer Service
Many companies want to raise their level of customer service--but how? The typical response is to rewrite frontline employees' scripts and conduct pilot...
