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- All HBS Web (1,202)
- Faculty Publications (237)
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- All HBS Web (1,202)
- Faculty Publications (237)
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- 23 Dec 2002
- Research & Ideas
Partnering and the Balanced Scorecard
diverse units, employees, and constituencies. In this chapter, we describe how effective leaders customize their organization's measurement and management system to partner with their employees for strategy implementation. We also discuss... View Details
Keywords: by Robert S. Kaplan & David P. Norton
- 30 Jan 2006
- HBS Case
The Case of the Mystery Writer’s Brand
perspective. "I'd never actually heard a product speak," he recalls. "It was like listening to a can of Coca-Cola explain how it would like to be marketed." That initial encounter inspired Deighton to write... View Details
- 02 Feb 2004
- Research & Ideas
Mapping Your Corporate Strategy
more powerful than 1,000 words (or even twenty-five ad hoc performance measures). The financial and customer objectives describe the outcomes the organization wants to achieve; objectives in the internal and learning and growth... View Details
Keywords: by Martha Lagace
- 08 Jul 2008
- First Look
First Look: July 8, 2008
initial "bargain" to customers new to a product line, even if the customer has bought a different product from the vendor previously. This suggests that lock-in is... View Details
Keywords: Martha Lagace
- 05 Dec 2017
- First Look
First Look at New Research and Ideas, December 5, 2017
that we can thrive. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53562 forthcoming Customer Needs and Solutions In Pursuit of Enhanced Customer Retention Management: Review, Key Issues,... View Details
Keywords: Sean Silverthorne
- 12 Oct 2011
- First Look
First Look: October 12
income between two organizations in similar businesses. It can be measured by the "Four Rs" of referrals and retention of employees, returns to labor, and relationships with customers that foster View Details
Keywords: Sean Silverthorne
- 27 Aug 2013
- First Look
First Look: August 27
the Organizational Adoption of More or Less Customized Practices By: Raffaelli, Ryan, and Mary Ann Glynn Abstract—We examine how the organizational adoption of new practices is influenced by relational pluralism, i.e., an organization's... View Details
Keywords: Sean Silverthorne
- 26 Feb 2018
- Research & Ideas
The Airbnb Effect: Cheaper Rooms for Travelers, Less Revenue for Hotels
traditionally earned their biggest margins when rooms were scarce and customers were forced to pay higher rates—such as in Midtown Manhattan on New Year's Eve. And it's good news for travelers who don't have to pay through the roof to get... View Details
- 09 Aug 2013
- Research & Ideas
Read All About It: Digital CEO Buys Traditional Media!
that Bezos has shown in his leadership at Amazon, including constant commitment to the customer and a long-term approach to innovation, are good news for DC's paper of record. Three Ingredients For Success By: Bharat Anand Henry R. Byers... View Details
- 07 Aug 2012
- Research & Ideas
Off and Running: Professors Comment on Olympics
games themselves. Then mix in the strong support of global brands and count the extensive television coverage (over 5,500 hours in this country alone) and record audiences that have tuned in during the initial broadcasts from London, and... View Details
- 11 Jul 2006
- First Look
First Look: July 11, 2006
King 806-166 Edison Schools, Inc., a pioneer in the for-profit management of public schools, demonstrates the challenges and opportunities related to private-sector involvement in the delivery of a public good. The case follows the organization from its start-up... View Details
Keywords: Sean Silverthorne
- 16 May 2017
- First Look
First Look at New Ideas and Research, May 16
Performance By: Li, Shelley Xin, and Tatiana Sandino Abstract—Many service organizations empower frontline employees to experiment with different ways to meet diverse customer needs across different locations. We conducted a field... View Details
Keywords: Re: Multiple Faculty
- 28 Oct 2013
- Research & Ideas
Book Excerpt: The Good Struggle: Responsible Leadership in an Unforgiving World
initial choice, for themselves and their organizations, among broad, flexible, open-ended directions. This initial direction will evolve, sometimes dramatically, in response to what is learned from first... View Details
Keywords: by Joseph L. Badaracco
- 14 Jun 2011
- First Look
First Look: June 14
initiative program, including the effect of the initiative on employee engagement and motivation and on customer satisfaction. Purchase this... View Details
Keywords: Sean Silverthorne
- 29 May 2001
- Research & Ideas
Howard Stevenson on the Lessons of the Internet Era
yes/no decision making; Web-conditioned users who believe "free" is an entitlement; rapid mood swings in markets; and a lack of loyalty among customers and employees. New World, New Expertise In this topsy-turvy environment, a... View Details
Keywords: by Sean Silverthorne
- 21 May 2014
- Lessons from the Classroom
CORe: HBS Powers Up Online Program on Business Fundamentals
time. While today the software is able to respond to wrong answers with a second layer of customized follow-up questions, he hopes eventually it will include three or four layers of customized questions and... View Details
- 13 Oct 2003
- Research & Ideas
How to Pick Managers for Disruptive Growth
stay away from the small business marketspace. The company inked distribution and implementation agreements with the same IT consulting firms that had served as such capable channel partners for SAP's large-company systems. The product, View Details
Keywords: by Michael Raynor
- 19 Jun 2007
- First Look
First Look: June 19, 2007
initial studies that have adopted a "behavioral operations perspective" and explore the theoretical and practical implications of incorporating behavioral and cognitive factors into models of operations. Specifically, we address... View Details
Keywords: Martha Lagace
- 16 Apr 2001
- Research & Ideas
Making the Most of Government Upheaval
the organizations they studied responded to their post-reform competitive environments in roughly four stages: Stage I: Turnaround and Catch-up. Recognizing that their efficiency and quality levels were far below those of world-class competitors, the firms View Details
Keywords: by Nancy O. Perry
- 21 Jun 2011
- First Look
First Look: June 21
new customers, and customers that traded on cash in advance terms prior to the crisis disproportionately reduced their purchases. These results can be rationalized by the model whenever 1) misbehavior on the part of the exporter is of... View Details
Keywords: Sean Silverthorne