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- All HBS Web
(757)
- People (1)
- News (205)
- Research (432)
- Events (1)
- Multimedia (5)
- Faculty Publications (104)
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- 01 Nov 1999
- Research & Ideas
John H. Patterson and the Sales Strategy of the National Cash Register Company, 1884 to 1922
John H. Patterson created an intricate system of management to monitor and train company salesman. He gave them scripts to memorize and assigned them territory to cover. He held conventions and thematic sales contests, and pressured... View Details
Keywords: by Walter A. Friedman
- 17 Jun 2011
- HBS Case
KFC’s Explosive Growth in China
skipping class. If you decide to skip work—please call in and let us know, so we can make sure your job is covered.'" Trained labor, it turns out, is a very valuable asset even in a land of 1.3 billion-plus people. "Chu's... View Details
- 12 Dec 2005
- Research & Ideas
Using the Law to Strategic Advantage
in-house training on those issues of particular sensitivity in their industry. Exhorting employees to be ethical is not enough. As one manager convicted of price-fixing put it: "I thought I had morals.... View Details
- 26 Oct 2021
- Research & Ideas
What Companies Want Most in a CEO: A Good Listener
studied searches primarily conducted on behalf of companies with 1,500 to 55,000 employees in a variety of industries, including manufacturing, finance, insurance, real estate, retail, and information technology. United States companies... View Details
Keywords: by Jay Fitzgerald
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
between awareness and action. Much to my surprise, even if an organization and its employees became consummate listeners and tried to make sense of what they were hearing, they were often immobilized to do much with their insights. Why?... View Details
- 28 Jun 2021
- Research & Ideas
Keep or Cut Workers? How Companies Reacted to the COVID-19 Crisis
commitments to their employees, as they tried to keep them." The study also showed that layoffs and furloughs were less frequent for firms with “sticky costs”—those that are unable to reduce their expenses quickly when revenues decline, often because of sunk... View Details
Keywords: by Lane Lambert
- 20 Jan 2014
- Research & Ideas
Language Wars Divide Global Companies
As global companies increasingly adopt a dominant language, usually English, which all employees must use to simplify communications and increase collaboration, many are dismayed to find an unexpected outcome. Results are exactly opposite... View Details
Keywords: by Kim Girard
- 05 Jan 2010
- First Look
First Look: January 5
Happold developed its first formal internal training programs under the name of "Archimedes Academy." The first two programs were (1) the Job Leader Program, targeted for senior engineers and designed to help them be more... View Details
Keywords: Martha Lagace
- 20 Dec 2017
- Lessons from the Classroom
How to Design a Better Customer Experience
to spend money on creating “moments of delight” for customers—and in 2013, staff logged more than 30,000 such moments for the chain’s hotel guests. Apple store employees are trained to handle upset... View Details
- 16 Oct 2017
- Research & Ideas
The Most Successful Startups Have Hands-On Founders
Source: iPhoto Startup founders with a hands-on management style are more likely to retain employees and see their firms thrive, new research shows. The results are particularly applicable to knowledge-intensive technology firms, where... View Details
Keywords: by Dina Gerdeman
- 21 Sep 2020
- Research & Ideas
Are You Sabotaging Your Own Company?
leaders who create arcane and tedious processes can kill employee morale and cripple company performance just as quickly as an adversary who pours sand into the gas tank of a company vehicle, Thomke writes in the MIT Sloan Management... View Details
Keywords: by Dina Gerdeman
- 08 Mar 2019
- Research & Ideas
Seven Negotiation Lessons from Amazon's HQ Disaster in Queens
blocking power. So let’s assume that, with many contenders, Amazon had powerful reasons to choose New York. Comparative advantages presumably ranged from a large and highly educated employee pool to big incentives and to local... View Details
- 07 Jul 2003
- Research & Ideas
4+2 = Sustained Business Success
services that consistently meet customers' expectations. Put decision-making authority close to the front lines so employees can react quickly to changing market conditions. Constantly strive to eliminate all forms of excess and waste;... View Details
- 23 Jun 2022
- Research & Ideas
All Those Zoom Meetings May Boost Connection and Curb Loneliness
on screen. Harvard Business School’s Amit Goldenberg worked with seven other researchers, including Airbnb executives, to evaluate online strategies for mitigating loneliness. Goldenberg’s findings offer insights for managers and View Details
Keywords: by Michael Blanding
- 26 Jul 2016
- First Look
July 26, 2016
Decision Processes Managing Perceptions of Distress at Work: Reframing Emotion as Passion By: Wolf, Elizabeth Baily, Jooa Julia Lee, Sunita Sah, and Alison Wood Brooks Abstract—Expressing distress at work can have negative consequences for employees: observers perceive... View Details
Keywords: Sean Silverthorne
- 16 Mar 2020
- Research & Ideas
How the Coronavirus Is Already Rewriting the Future of Business
pandemic is likely to change how companies do business. Here’s what they said: Michael Beer: Organizations will develop trust-based cultures with employees The coronavirus challenge demands an organization-wide, honest conversation that... View Details
Keywords: by Dina Gerdeman
- 09 Oct 2018
- First Look
New Research and Ideas, October 9, 2018
employees influences their startup's performance. We conducted a randomized field experiment in India with 100 high-growth technology firms whose founders received in-person advice from other entrepreneurs who varied in their managerial... View Details
Keywords: Dina Gerdeman
- 02 Mar 2009
- Research & Ideas
When Goal Setting Goes Bad
Presented with a goal to build a car "under 2,000 pounds and under $2,000" by 1970, employees overlooked safety testing and designed a car where the gas tank was vulnerable to explosion from rear-end collisions. Fifty-three people died as... View Details
Keywords: by Sean Silverthorne
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
end-customers. Finally, Dettol created the #HandWashChallenge to encourage proper washing techniques while using its product, garnering over 20 billion views on TikTok. Firms that connect emotionally with their external and internal customers and emotionally and... View Details
- 08 Sep 2014
- Research & Ideas
The Strategic Way To Hire a Sales Team
Google and Groupon, for instance, a higher percentage of employees work in sales than engineering or data mining. And at Facebook the salesforce's ability to translate 'likes' into advertisers will make or break that company's valuation... View Details
Keywords: by Carmen Nobel