Research Feature

In service businesses, there is often a trade-off between productivity and customer satisfaction.

Overinvesting in supply chain protection may be more profitable than not investing enough.

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

Misguided attempts to improve satisfaction can damage a company’s financial health.

Big data analysis can help geographically distributed companies monitor customer satisfaction.

Several organizing principles can help companies sustain both profitability and a sense of purpose.

Outsourcing analytics can offer benefits, but it requires a carefully constructed relationship.

Consumer trust in online ratings may be misplaced, according to recent research.

Companies are gaining insights from ethnography, the in-person study of how consumers use a product.

Some innovative companies are attempting to redefine the parameters of strategic partnerships.

Building a platform through which different groups interact requires smart thinking about strategy.

Emphasizing customer participation is an important vehicle for generating valuable repeat business.

Effective collaboration on transport logistics can reduce emissions. Three case studies show how it works.

Our fifth annual survey suggests that climate change isn’t yet an urgent issue for most companies.

Companies are increasingly turning to contests to generate many diverse ideas.

What motivates volunteers to take part in innovation projects?

In today’s interconnected world, networks for sharing knowledge are increasingly important.

Which parts of your innovation processes should you open up to the wider world?

Asking why before you begin a project raises its chances of success.

How can companies protect themselves when industries converge?