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Show Results For
-
All HBS Web
(5,979)
- People (9)
- News (1,025)
- Research (4,332)
- Events (16)
- Multimedia (8)
- Faculty Publications (3,202)
- 12 Dec 2022
- News
What It Takes to Be a Fair-Pay Workplace
- 20 Nov 2020
- News
Employees Deserve Better Gender Policies
- 17 Feb 2015
- HBS Case
HBS Cases: The Battle for San Francisco
for Silicon Valley, brandishing signs that read "Stop Displacement Now!" "The incident brought to the surface the values and aspirations of long-standing residents and the challenges they were facing," says Clayton S. Rose, professor of View Details
- 21 Apr 2021
- News
Remote Work Revolution
- 13 Oct 2015
- Research & Ideas
Does Business Get Done the Same Way in Emerging and Developed Countries?
Administration in the Strategy unit at Harvard Business School. “No one had relationships with the parliamentarians—he built his business in part around this opportunity.” “No one had relationships with the...
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Keywords:
by Sean Silverthorne
- 12 Jan 2016
- First Look
January 12, 2016
Management Science The Relationship Between Workplace Stressors and Mortality and Health Costs in the United States By: Goh, Joel, Jeffrey Pfeffer, and Stefanos A. Zenios Abstract—Even though epidemiological...
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Carmen Nobel
- June 16, 2020
- Article
Your Customers Have Changed. Here's How to Engage Them Again.
By: Rohit Deshpandé, Ofer Mintz and Imran S. Currim
The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues.
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Deshpandé, Rohit, Ofer Mintz, and Imran S. Currim. "Your Customers Have Changed. Here's How to Engage Them Again." Harvard Business School Working Knowledge (June 16, 2020).
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
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Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Customer Relationship Management;
Service Operations;
Customer Satisfaction;
Banking Industry;
Retail Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- 2011
- Working Paper
Inside the Black Box of the Corporate Staff: An Exploratory Analysis Through the Lens of E-Mail Networks
The corporate staff is central in theories of the multi-business firm, but empirical evidence on its function is limited. In this paper, we examine the high-level role of two units of a corporate staff through analysis of electronic communications. We find sharp...
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Keywords:
Theory;
Business Ventures;
Internet and the Web;
Communication;
Employment;
Management Teams;
Networks
Kleinbaum, Adam M., and Toby Stuart. "Inside the Black Box of the Corporate Staff: An Exploratory Analysis Through the Lens of E-Mail Networks." Harvard Business School Working Paper, No. 12-051, December 2011.
- 14 Jun 2023
- News
The Labor-Savvy Leader
- 09 Dec 2022
- News
US Railroads and the Pitfalls of Systematic Understaffing
- 02 Dec 2020
- News
Havas New York CEO Laura Maness: Listen, Learn, and Lead
- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
Florida's Walt Disney World®, this year marking 25 years of extraordinary entrepreneurial success, was the venue for the celebration of the 21st anniversary of Harvard Business School's Owner/President Management Program (OPM). Under the...
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- September 2020 (Revised July 2022)
- Supplement
Spreadsheet Supplement to Artea (B) and (C)
By: Eva Ascarza and Ayelet Israeli
Spreadsheet Supplement to "Artea (B): Including Customer-level Demographic Data" and "Artea (C): Potential Discrimination through Algorithmic Targeting"
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- September 2004 (Revised January 2005)
- Case
IBM: Ordering Midrange Computers in Europe
IBM Europe is trying to expand business-to-business (B2B) efforts with its large distributors of midrange systems. These efforts aim to automate many transactions and business processes, removing the need for human involvement. IBM has completed an initial project with...
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Keywords:
Customer Relationship Management;
Information Technology;
Information Infrastructure;
Marketing Channels;
Distribution Channels;
Information Technology Industry;
Computer Industry;
Germany;
United States
McAfee, Andrew P., and Michael Otten. "IBM: Ordering Midrange Computers in Europe." Harvard Business School Case 605-022, September 2004. (Revised January 2005.)
- 14 Nov 2017
- First Look
New Research and Ideas: November 14, 2017
industries, the authors identified four common obstacles most boards face in governing innovation: an outdated risk agenda, insufficient time, lack of expertise, and a relationship with management that needs...
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Carmen Nobel
- January 1998
- Case
Frontgate Catalog
Frontgate is a high-end, Lebanon, Ohio-based catalog business. The decision makers are trying to determine how much financial and personnel resources to invest in the development of a Web site. The decision is being made in light of branding issues and competitor's Web...
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Keywords:
Customer Relationship Management;
Competition;
Internet and the Web;
Brands and Branding;
Retail Industry;
Ohio
Rayport, Jeffrey F., and Carrie Ardito. "Frontgate Catalog." Harvard Business School Case 898-080, January 1998.
- 22 May 2014
- News
New Highmark CEO Pushes to Put Patients First
- January 2009 (Revised December 2009)
- Supplement
Playing with Fire at Sittercity (B)
By: Noam T. Wasserman and Rachel Gordon
To help her finance her aggressive expansion plans, Genevieve Thiers plans to raise venture capital for the first time. She has spent the last six long years building Sittercity into the nation's leading babysitting web service, larger than all of its competitors...
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Keywords:
Entrepreneurship;
Venture Capital;
Problems and Challenges;
Risk Management;
Agreements and Arrangements;
Service Operations;
Family and Family Relationships;
Competition;
Expansion;
Internet
Wasserman, Noam T., and Rachel Gordon. "Playing with Fire at Sittercity (B)." Harvard Business School Supplement 809-010, January 2009. (Revised December 2009.)
- Profile
Frank Spencer
present value on a financial analysis? Absolutely," he says. "But I think one way that HBS has shaped me as a leader is by showing that the right technical answer might not do you much good at all if you can't also manage the...
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