General Motors Corporation / Arthur D. Little Company / Applied Marketing Science Inc. / / /
Facility
Memorial Drive / Massachusetts Institute of Technology / / /
IndustryTerm
telephone service center / telephone representatives / office furniture manufacturer / financial-services / telephone service center employees / car door / Car doors / telephone equipment / food products / laboratory equipment / public utilities / car-door design / car-door engineering team / insurance providers / /
Organization
International Center for Research / School of Management / Center for Innovation / Massachusetts Institute of Technology / /
Person
Florian Zettelmeyer / Mel Klein / John R. Hauser / Robert Klein / Edward Roberts / William Lucas / Gerald M. Katz / Gerald M. Katz April / / /
Position
manager / Vice President / individual researcher / business unit manager / chair / representative / brand manager / Professor of Marketing / R&D manager / telephone service center manager / live representative / /
Metrics: You Are What You Measure! by John R. Hauser and Gerald M. Katz AprilJohn R. Hauser is the Kirin Professor of Marketing, Massachusetts Institute of Technology, Sloan