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- Faculty Publications (154)
Show Results For
- All HBS Web (471)
- Faculty Publications (154)
- September 2010 (Revised January 2012)
- Case
Emergia: Driving Profitability on Help Desk Contracts
Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry
Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
- 2010
- Case
Playa Dorado
By: W. Earl Sasser
Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space... View Details
- April 2002
- Teaching Note
Anagene, Inc. TN
By: Robert S. Kaplan
Teaching Note for (9-102-030). View Details
- Web
CFO Letter - Annual Report 2014
Financials From the Chief Financial Officer 5-Year Data Summary CFO Letter Consolidated Balance Sheet Statement of Activity & Cash Flows Supplemental Financial Information Harvard Business School’s economic model performed well in fiscal... View Details
- 01 Jun 2005
- News
Transforming the IRS
traditional services on the telephones and in local offices, and offered new electronic services for filing, paying, and information. Why did you change the way the IRS measures employee performance? Performance measures have an enormous... View Details
- September 2011 (Revised October 2011)
- Case
Scotty Smiley
By: Scott A. Snook and Doug Crandall
U.S. Army Lieutenant Scotty Smiley faces the biggest challenge of his young life. What will he do after learning that the wounds he received from a car bomb in Iraq have left him permanently blinded? On April 6, 2005, Lieutenant Scotty Smiley was grievously wounded by... View Details
Keywords: Government Administration; Leadership Development; Leadership Style; Personal Characteristics; Customization and Personalization; Personal Development and Career; Work-Life Balance; Performance Capacity; Planning; Employment Industry; United States; Iraq
Snook, Scott A., and Doug Crandall. "Scotty Smiley." Harvard Business School Case 412-058, September 2011. (Revised October 2011.)
- 26 Feb 2018
- Research & Ideas
The Airbnb Effect: Cheaper Rooms for Travelers, Less Revenue for Hotels
"The benefits to travelers and the reduction in pricing power of hotels is really concentrated in particular cities during certain times," says Chiara Farronato, a co-author of the study. "When hotels are fully booked, Airbnb expands the View Details
- 28 Mar 2004
- Research & Ideas
HBS Celebrates Social Enterprise Initiative
origin and mission of the Social Enterprise Initiative? James Austin: When we began the Social Enterprise Initiative, the opportunity that motivated us was to mobilize the talent and capacity of HBS to enhance the leadership, managerial... View Details
Keywords: by Manda Salls
- 01 Sep 2014
- News
Convening Power
gift from Seth (MBA 1982) and Beth Klarman, will combine the elements of a large-scale conference center, a performance space, and an intimate community forum. Seth Klarman is president and CEO of the Baupost Group, a Boston-based... View Details
- 15 Sep 2003
- Research & Ideas
The Lessons of New-Market Disruption
performance. That initially led managers inside both companies to resist devoting scarce resources to developing those technologies because their lead customers were saying they wanted additional performance features, not fewer. But... View Details
- February 2011 (Revised November 2012)
- Case
Aquion Energy
By: Thomas R. Eisenmann and David Kiron
Leaders at Aquion Energy, a Pittsburgh-based battery start-up, are deciding on a market entry strategy. Should they pursue the large but unproven grid utility market or a smaller, but higher margin market? View Details
Keywords: Business Startups; Production; Business Strategy; Growth and Development Strategy; Innovation Strategy; Disruptive Innovation; Market Entry and Exit; Performance Capacity; Energy Industry
Eisenmann, Thomas R., and David Kiron. "Aquion Energy." Harvard Business School Case 811-047, February 2011. (Revised November 2012.)
- 11 Oct 2024
- Research & Ideas
How AI Could Ease the Refugee Crisis and Bring New Talent to Businesses
and studied the performance of the algorithms with Kirk Bansak, an assistant professor at the University of California at Berkeley. The work builds from their partnership with the Immigration Policy Lab at Stanford University, which uses... View Details
- Web
Creating Value in Business and Government (HKS-HBS Joint Degree Seminar) - Course Catalog
health, education, environment, or national defense) methods (for example, decision making under uncertainty, project evaluation, performance measurement, or negotiation) or other topics (for example, international trade, technological... View Details
- 01 Dec 1997
- News
The World's Banker
for the Performing Arts in Washington, D.C. A past president of the International Federation of Multiple Sclerosis Societies and board member and trustee of numerous nonprofit, academic, and international relations organizations,... View Details
- 09 Jan 2018
- First Look
First Look at New Research and Ideas, January 9, 2018
separate studies by the type of entrepreneurial behavior considered: entry into entrepreneurship, performance outcomes, and exit from entrepreneurship. This literature shows common results and many points of disagreement, reflective of... View Details
Keywords: Sean Silverthorne
- 22 Apr 2016
- Blog Post
Working With Organizations That Recruit at HBS: An Interview with Mary-Kate Johnson
agenda but many don’t realize it. Students want to: 1) perform well in class 2) conduct endless research and create several excel sheets to determine what the next best step is for their career, and 3) work with people that they are... View Details
Keywords: Consumer Products / Retail
- 01 Jun 2009
- News
Social Enterprise Visionary
experience on nonprofit boards,” recalls HBS professor and director of research Kash Rangan, SEI’s cofounder and current cochair. “He firmly believed that by elevating the management capability of these valuable institutions, we would enhance their View Details
- 01 Mar 2005
- News
One-on-One with Edwin Reed
organizations. With more than 18,000 members, Allen’s congregation is the largest in the state of New York; the 2,500-seat Greater Allen Cathedral, the organization’s centerpiece and the site of Reed’s office, regularly fills to capacity... View Details
- 31 Aug 2011
- Research & Ideas
Improving Fairness in Flight Delays
Assistant Professor Douglas Fearing doesn't have the magic bullet to make this painful part of air travel a thing of the past. But his research on evaluating and improving the performance of complex systems such as air traffic control... View Details
- 01 Oct 2001
- News
Making a World of Difference
comes from ticket and concession sales, compared with the standard 50 percent of most performing arts organizations. With numerous public outreach programs, the Big Apple, adds Slifka, "is both an incredibly successful View Details