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Show Results For
-
All HBS Web
(10,788)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- February 1996
- Case
Spartan Stores Incorporated: Reengineering for Efficient Consumer Response
Describes an effort to rationalize operations at a leading grocery wholesaler, enabled by information systems. Spartan Stores, Inc., is cooperatively owned by its 238 retailers and, through training, consulting, systems support, and cost of goods efficiencies, strives...
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McKenney, James L., and William Schiano. "Spartan Stores Incorporated: Reengineering for Efficient Consumer Response." Harvard Business School Case 396-263, February 1996.
- Web
Managing Customers for Growth - Course Catalog
HBS Course Catalog Managing Customers for Growth Course Number 1965 Associate Professor Eva Ascarza Fall; Q2; 1.5 credits 14 Sessions Project Introduction Without customers, there is no business! This course focuses on how firms design...
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- November 2021
- Teaching Plan
Responsive Working at PepsiCo UK (A) and (B)
By: Amy C. Edmondson
This teaching plan is designed to be used in conjunction with the case “Responsive Working at PepsiCo UK (A) and (B)” HBS product numbers 621076 and 621077 to help faculty deepen students’ comprehension of business issues and energize classroom discussion.
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- 13 May 2010
- Conference Presentation
Reorganize for Resilience: Putting Customers at the Center of Your Organization to Realize Profitable Growth
By: Ranjay Gulati
- May 28, 2018
- Article
How Companies Can Identify Racial and Gender Bias in Their Customer Service
By: Alexandra C. Feldberg and Tami Kim
Research shows that minority customers — blacks and Asians — regularly receive worse customer service than whites in ways that are not immediately obvious to onlookers (or even managers). These results prompt a couple of questions for executives and managers. One, does...
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Keywords:
Internal Audit;
Customers;
Service Delivery;
Prejudice and Bias;
Race;
Gender;
Organizational Change and Adaptation
Feldberg, Alexandra C., and Tami Kim. "How Companies Can Identify Racial and Gender Bias in Their Customer Service." Harvard Business Review (website) (May 28, 2018).
- 01 Mar 2019
- News
Required Reading: The Keys for Unlocking the Customer Value Chain
- August 2009 (Revised July 2010)
- Case
Jones Lang LaSalle: Reorganizing around the Customer (2005)
By: Ranjay Gulati and Lucia Menzer Marshall
Peter Roberts, CEO of Jones, Lang, LaSalle (JLL) Americas division, has been charged with expanding the company's presence in its core geographic markets while simultaneously growing its corporate account business. Roberts and his task force have narrowed their options...
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Keywords:
Decision Choices and Conditions;
Global Strategy;
Growth and Development Strategy;
Organizational Structure;
Business Strategy;
Real Estate Industry
Gulati, Ranjay, and Lucia Menzer Marshall. "Jones Lang LaSalle: Reorganizing around the Customer (2005)." Harvard Business School Case 410-007, August 2009. (Revised July 2010.)
- May 2015
- Teaching Note
Aviva Investors
By: George Serafeim
Keywords:
Responsibility;
Responsibilities To Society;
Sustainability;
Sustainability Reporting;
Corporate Social Responsibility;
Corporate Sustainability;
Activist Investors;
Investment Management;
Investment Strategy;
Corporate Accountability;
Corporate Social Responsibility and Impact;
Integrated Corporate Reporting;
Environmental Sustainability;
Investment Activism
- 19 Oct 2010
- Conference Presentation
Reorganize for Resilience: Putting Customers at the Center of Your Organization to Realize Profitable Growth
By: Ranjay Gulati
- 30 Oct 2008
- Working Paper Summaries
Do Voters Appreciate Responsive Governments? Evidence from Indian Disaster Relief
- Research Summary
Overview
By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening...
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- April 1990
- Supplement
Philip Morris Companies' ""Bill of Rights"" Sponsorship Program, Responses
By: Stephen A. Greyser and Norman Klein
Describes the reactions of public interest groups, members of the House of Representatives, and others. Further documents reactions to the choice of Philip Morris (PM) as a sponsor. Invites students to weigh the corporate pluses and minuses for PM, given these...
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Greyser, Stephen A., and Norman Klein. Philip Morris Companies' ""Bill of Rights"" Sponsorship Program, Responses. Harvard Business School Supplement 590-109, April 1990.
- Article
Fighting Bias on the Front Lines
By: Alexandra C. Feldberg and Tami Kim
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details
This article presents research... View Details
Keywords:
Customer Service;
Customer Focus and Relationships;
Service Delivery;
Diversity;
Prejudice and Bias;
Organizational Change and Adaptation
Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
- April 2019
- Article
Score Blending: How Scale Response Grouping Biases Perceived Standing
By: Ryan Hauser and Norbert Schwarz
Numerical values—from test scores to credit scores—inform us of our relative standing and can shape our decisions. The values are usually presented in a continuous format (which places scores on a single line) or a grouped format (which separates scores into several...
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Hauser, Ryan, and Norbert Schwarz. "Score Blending: How Scale Response Grouping Biases Perceived Standing." Journal of Behavioral Decision Making 32, no. 2 (April 2019): 194–202.
- 2016
- Chapter
Exceptional Policies for Exceptional Times: The ECB's Response to the Rolling Crises of the Euro Area
By: Lucrezia Reichlin and Huw Pill
Reichlin, Lucrezia, and Huw Pill. "Exceptional Policies for Exceptional Times: The ECB's Response to the Rolling Crises of the Euro Area." Chap. 23 in Routledge Handbook of the Economics of European Integration, edited by H. Badinger and V. Nitsch, 351–375. Routledge, 2016.
- Web
4.5 University-Wide Statement on Rights and Responsibilities - MBA
4. General Policies 4.5 University-Wide Statement on Rights and Responsibilities Welcome to HBS Being a Student at HBS 1. Academic Information & Policies 2. Integrity & Standards of Conduct 3. Financial...
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- June 26, 2019
- Article
The Biggest Mistakes Companies Make With Corporate Social Responsibility
There’s almost nothing worse for the corporate ego than thinking that you’re doing good and should be appreciated for it, only to find that you’re pilloried instead. The public doesn’t believe you, the community doesn’t want you, and your own employees won’t defend...
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Keywords:
Corporate Social Responsibility and Impact;
Leadership;
Change;
Business and Community Relations
Kanter, Rosabeth Moss. "The Biggest Mistakes Companies Make With Corporate Social Responsibility." Wall Street Journal (online) (June 26, 2019).
- 2012
- Chapter
Leading in Crises: Observations on the Political and Decision-Making Dimensions of Response
By: Herman B. Leonard and Arnold M. Howitt
Emergency response organizations, as we have argued in earlier writing, must deal with both "routine emergencies" (dangerous events, perhaps extremely severe, that are routine because they can be anticipated and prepared for) and "true crises" (which, because of...
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Keywords:
Strategy;
Leadership;
Decision Choices and Conditions;
Crisis Management;
Government and Politics
Leonard, Herman B., and Arnold M. Howitt. "Leading in Crises: Observations on the Political and Decision-Making Dimensions of Response." Chap. 3 in Mega-Crises: Understanding the Prospects, Nature, Characteristics and the Effects of Cataclysmic Events, edited by Ira Helsloot, Arjen Boin, Brian Jacobs, and Louise K. Comfort, 25–36. Springfield, IL: Charles C. Thomas, 2012.
- March–April 2022
- Article
Uncovering the Mitigating Psychological Response to Monitoring Technologies: Police Body Cameras Not Only Constrain but Also Depolarize
By: Shefali V. Patil and Ethan Bernstein
Despite organizational psychologists’ long-standing caution against monitoring (citing its reduction in employee autonomy and thus effectiveness), many organizations continue to use it, often with no detriment to performance and with strong support, not protest, from...
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Keywords:
Monitoring;
Transparency;
Polarization;
Body Worn Cameras;
Quasi Field Experiment;
Analytics and Data Science;
Employees;
Perception;
Law Enforcement
Patil, Shefali V., and Ethan Bernstein. "Uncovering the Mitigating Psychological Response to Monitoring Technologies: Police Body Cameras Not Only Constrain but Also Depolarize." Organization Science 33, no. 2 (March–April 2022): 541–570. (*The authors contributed equally to this manuscript.)