In Consumer Services, What Happens “When Things Go Wrong”?

Headshot of a person wearing glasses, a gray suit, a white shirt, and a patterned tie, smiling against a neutral background.

Customers often face frustrating service experiences, from long lines to grumpy employees. However, what do these frustrations look like from the lens of service providers? Hosted by Mack Institute Co-Director and Professor of Operations and Information Management Christian Terwiesch and Professor of Operations and Information Management Marshall Fisher, the showRead More

Connectivity: Wharton Global Forum, Panama Edition

Panama Canal

Every year, the Wharton School hosts two Global Forums that bring together leaders from business and government, provide an opportunity for alumni to connect, and showcase faculty’s research. In the spring of 2014 our Co-director (and today’s guest author) Nicolaj Siggelkow attended the Global Forum in Panama, which included more than 300 participants.Read More

Your Customers Notice

A headshot of an older adult in a suit with a red tie, wearing glasses, conversing with another person.

Our longtime corporate partners at Teradata are frequent and enthusiastic participants at our yearly conferences. One attendee, Monica Mullen, recently shared her key takeaways from our recent Fall Conference. Her post originally appeared in the company’s Industry Experts blog. I had the pleasure of talking with Mr. J. David PowerRead More

Cultivating Growth and Disrupting Proactively

Mack Institute Fall Conference 2013

Mack Institute events don’t typically include references to farming techniques, but the Fall Conference 2013 was a rare exception. In this video summary of his presentation, Takeshi Yamaguchi describes how Nissan’s approach to advanced technical development resembles the cultivation of an orchard. Instead of a linear approach, Nissan achieves successfulRead More