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You Just Made Your Customer Wait, So Why Is He Happy? |
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| Gabriel R. Bitran, Juan Carlos Ferrer, Paulo Rocha e Oliveira |
This article was in Manufacturing & Service Operations Management, Vol. 10, No 1, Winter 2008, pages 61-83.
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Customers are routinely made to wait for a service: at the bank, in a restaurant, on the phone, in an airport. Often the length of wait time is unavoidable and the general belief is that the longer the wait, the unhappier the customer. In turn, profits are negatively affected. Or are they? In "Managing Customer Experiences," IESE's Paulo Rocha e Oliveira and professors Gabriel R. Bitran and Juan-Carlos Ferrer set out to prove that it's a mistake to assume that longer wait times have a negative impact on revenue. Recent findings point to factors that can positively affect the consumer's perception of wait time and lead to increased profits.  |
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What Policymakers Can Do to Overcome CEE Investor Fears |
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| Alexander Peter Groh, Heinrich Liechtenstein, Miguel Ángel Canela |
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| The countries of Central Eastern Europe (CEE) should be highly attractive to institutional investors in Venture Capital and Private Equity Limited Partnerships. After all, the region is booming: The level of education is high, institutional structures are working, policies promote innovation and growth estimates rise above the European average. Yet, the supply of risk capital to the region remains surprisingly low. Seeking to unfold this mystery is the paper "Limited Partners' Perceptions of the Central Eastern European Venture Capital and Private Equity Market" by Alexander P. Groh, Heinrich Liechtenstein and Miguel A. Canela, which concludes that it's all about investor perceptions. |
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Europe Slower To Answer iPhone Call |
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| Sandra Sieber, Josep Valor, Jordan Mitchell |
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| Phones were ringing off the hook when Apple launched its iPhone in the United States last summer. A record-breaking one million units were sold in 74 days - it took the iPod nearly two years to hit the million mark. This nifty new gadget, combining a phone, web and iPod into one handy device, appeared every bit as revolutionary as Steve Jobs promised it would be, not least for the unprecedented revenue-sharing deal that Apple brokered with mobile carriers. Yet the iPhone's arrival in Europe a few months later has not rung quite so many bells. Indeed, as a new IESE study of the iPhone case reveals, there are several fundamental flaws to resolve before Europe takes the call. |
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7 Keys to Get the Auto Industry Running Again |
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| Pedro Nueno |
This study was published by FITSA, available here
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| The automobile industry is full of paradoxes: such few companies, yet still incapable of defending margins; once a model of business administration, now mired in mismanagement scandals; at the cutting-edge of innovation, yet so poor at communicating the usefulness and efficiency of its technologies. These are just a few of the observations that IESE Prof. Pedro Nueno makes in his paper, "La gestión en el sector de la automoción: Reflexiones y prácticas para el buen gobierno" ("Management in the Auto Industry: Observations and Practices for Good Governance"). In it, he makes several recommendations for the industry to run itself properly and regain its former prestige. |
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