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Show Results For
- All HBS Web
(2,701)
- People (18)
- News (1,130)
- Research (1,025)
- Events (1)
- Multimedia (2)
- Faculty Publications (418)
- 29 Nov 2010
- HBS Case
United Breaks Guitars
and $1,200 in flight vouchers; when Carroll asked that his compensation be given to another, similarly affected customer, United chose instead to donate $3,000 to a music school. Throughout the fracas, United used Twitter as its View Details
Keywords: by Julia Hanna
- 30 Apr 2024
- Book
When Managers Set Unrealistic Expectations, Employees Cut Ethical Corners
introduced, and the hourly wage system was replaced by a system of base pay with productivity incentives for meeting targets. Service advisers were given product-specific sales quotas—sell so many brake jobs, shock absorbers, alignments,... View Details
Keywords: by Dina Gerdeman
- 31 Jan 2022
- Research & Ideas
Where Can Digital Transformation Take You? Insights from 1,700 Leaders
come from different sources, or they must share decision-making with employees—or both. Workers increasingly resist one-way, top-down communication and commands; they expect to be heard and to help develop their organizations’ plans and... View Details
- January 2020
- Case
Banorte Móvil: Data-Driven Mobile Growth
By: Ayelet Israeli, Carla Larangeira and Mariana Cal
In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details
Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America
Israeli, Ayelet, Carla Larangeira, and Mariana Cal. "Banorte Móvil: Data-Driven Mobile Growth." Harvard Business School Case 520-068, January 2020.
- 20 Nov 2017
- Blog Post
A Summer Internship with the International Rescue Committee
professionals network of the International Rescue Committee, dubbed “GenR”. I joined the community on a whim, but as I learned more about the work that the IRC did, including visiting their field station in Cote D’Ivoire, I grew more... View Details
Keywords: Nonprofit / Government
- 21 Nov 2023
- Op-Ed
The Beauty Industry: Products for a Healthy Glow or a Compact for Harm?
In my recently published book Deeply Responsible Business, I write about business leaders since the 19th century who have acted responsibly, often by putting the welfare of their communities above the idea of maximizing profits. I make a sharp distinction between... View Details
- Web
1.5 Attendance - MBA
1. Academic Information & Policies 1.5 Attendance Welcome to HBS Being a Student at HBS 1. Academic Information & Policies 1.1 HBS Community Values 1.2 MBA Honor Code 1.3 Academic Calendar 1.4 Academic Program Specifics 1.5 Attendance 1.6... View Details
- Web
Podcast - Business & Environment
energy transition in the United States is being driven by public policy, community engagement, and new funding through the Bipartisan Infrastructure Law and the Inflation Reduction Act. He explains the U.S. EPA’s role in balancing climate... View Details
- April 2022
- Teaching Note
Banorte Móvil: Data-Driven Mobile Growth
By: Ayelet Israeli and Carla Larangeira
In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details
- 17 Aug 2020
- Research & Ideas
What the Stockdale Paradox Tells Us About Crisis Leadership
now is that our intrinsic survival mechanisms—such basic behaviors as how to enter a building, or bring in the mail, or greet a friend—require conscious thought in a way they have not since toddlerhood. The services and businesses that... View Details
Keywords: by Boris Groysberg and Robin Abrahams
- 07 Oct 2014
- First Look
First Look: October 7
Business School Case 914-049 YAAS's Service Center This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues... View Details
Keywords: Sean Silverthorne
- 03 Oct 2006
- First Look
First Look: October 3, 2006
Working PapersRacial Diversity Initiatives in Professional Service Firms: What Factors Differentiate Successful from Unsuccessful Initiatives? Authors:Modupe Akinola and David A. Thomas Abstract Diversity continues to be a key focus for... View Details
Keywords: Sean Silverthorne
- 05 Apr 2011
- First Look
First Look: April 5
those that return instantaneous results—even when those results are identical. In five experiments that simulate service experiences in the domains of online travel and online dating, we demonstrate the impact of the labor illusion on... View Details
Keywords: Sean Silverthorne
- 10 Jan 2007
- HBS Case
The Challenge of Managing National Security
attacks. Garry Emmons: The focus of your work is on how to manage integration within a highly differentiated organization. Post-9/11, how's the intelligence community doing on that score? Jan Rivkin: Intelligence issues are enormously... View Details
- 2009
- Working Paper
Operational Failures and Problem Solving: An Empirical Study of Incident Reporting
By: Julia Rose Adler-Milstein, Sara J. Singer and Michael W. Toffel
Operational failures occur in all industries with consequences that range from minor inconveniences to major catastrophes. Many organizations have implemented incident reporting systems to highlight actual and potential operational failures in order to encourage... View Details
Keywords: Communication Strategy; Legal Liability; Management Practices and Processes; Service Operations; Failure; Health Industry
Adler-Milstein, Julia Rose, Sara J. Singer, and Michael W. Toffel. "Operational Failures and Problem Solving: An Empirical Study of Incident Reporting." Harvard Business School Working Paper, No. 10-017, September 2009. (August 2009.)
- Article
Social Recycling Transforms Unwanted Goods into Happiness
By: Grant Edward Donnelly, Cait Lamberton, Rebecca Walker Reczek and Michael I. Norton
Consumers are often surrounded by resources that once offered meaning or happiness but that have lost this subjective value over time—even as they retain their objective utility. We explore the potential for social recycling—disposing of used goods by allowing other... View Details
Keywords: Disposition; Well-being; Prosocial Behavior; Pro-environmental Behavior; Happiness; Behavior; Philanthropy and Charitable Giving; Environmental Sustainability
Donnelly, Grant Edward, Cait Lamberton, Rebecca Walker Reczek, and Michael I. Norton. "Social Recycling Transforms Unwanted Goods into Happiness." Journal of the Association for Consumer Research 2, no. 1 (January 2017): 48–63.
- Web
Entrepreneurial Management - Faculty & Research
forecasts had been close to target. What had happened? And how would Maurides share the news with the board? Keywords: Acquisition ; Business Growth and Maturation ; Communication Strategy ; Decisions ; Forecasting and Prediction ;... View Details
- December 2017 (Revised April 2018)
- Case
The Children's Hospital of Philadelphia: Network Strategy 2016
By: Michael E. Porter, Thomas W. Feeley and Toyin J. Okanlawon
Children’s Hospital of Philadelphia (CHOP) began as a stand-alone hospital in the heart of downtown Philadelphia in 1855. By 2016 the CHOP Care Network stretched across Pennsylvania, New Jersey, and the New York metropolitan area, providing a wide range of services... View Details
Keywords: Communication; Health Care and Treatment; Service Delivery; Organizational Structure; Networks; Integration; Strategy; Health Industry; Philadelphia
Porter, Michael E., Thomas W. Feeley, and Toyin J. Okanlawon. "The Children's Hospital of Philadelphia: Network Strategy 2016." Harvard Business School Case 718-420, December 2017. (Revised April 2018.)
Leslie A. Perlow
Leslie Perlow is the Konosuke Matsushita Professor of Leadership in the Organizational Behavior Unit at Harvard Business School. She recently launched a second year elective, Crafting Your Life: The First 10 Years Post MBA. This course encourages students to... View Details
- 2012
- Other Unpublished Work
Towards Efficiencies in Canadian Internet Traffic Exchange
By: Benjamin Edelman and Bill Woodcock
Canadian Internet access is heavily and unnecessarily dependent upon foreign infrastructure, especially U.S. infrastructure. This dependence imposes significant burdens upon Canadian Internet users:
* Service prices are higher than would be the case if... View Details
* Service prices are higher than would be the case if... View Details
Keywords: Networks; Canada; Privacy; Technology Networks; Rights; Communication Technology; Internet; Ethics; Telecommunications Industry; Canada
Edelman, Benjamin, and Bill Woodcock. "Towards Efficiencies in Canadian Internet Traffic Exchange." Canadian Internet Registration Authority, September 2012.