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  • November 2000
  • Case

Wit Capital: Evolution of the Online Investment Bank (B)

Describes the evolution of Wit Capital from its origins as a small brewery to an online investment bank advising both small technology-based companies seeking to raise capital and large companies seeking to acquire Internet companies, as well as offering retail... View Details
Keywords: Internet and the Web; Disruptive Innovation; Service Delivery; Investment Banking; Entrepreneurship
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  • 03 Apr 2018
  • First Look

New Research and Ideas, April 3, 2018

proprietary data from a mobile phone application through which residents can submit service requests to the city of Boston. Users who received photographic evidence that their service requests had been addressed were more likely to View Details
Keywords: Sean Silverthorne
  • 16 May 2011
  • Research & Ideas

What Loyalty? High-End Customers are First to Flee

Satisfaction Buell's general research agenda considers how firm-level decisions affect customer actions and firm performance. He is continuing to collaborate with Campbell and Frei on a research project that explores different parts of a... View Details
Keywords: by Julia Hanna
  • March 2016
  • Supplement

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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  • February 2013 (Revised December 2015)
  • Case

Groom Energy Solutions: Selling Efficiency

By: Michael W. Toffel, Kira R. Fabrizio and Stephanie van Sice
Groom Energy Solutions helps organizations reduce their energy use and costs through the implementation of energy efficiency measures, which create long-term financial and environmental benefits. With early success serving customers in the cold storage and industrial... View Details
Keywords: Groom Energy Solutions; Jon Guerster; Salem, MA; Energy Management; Energy Efficiency Paradox; Sustainability Management; Manufacturing; Cold Storage; Commercial Real Estate; Enterprise Smart Grid; Carbon Accounting; LED Lighting; Sustainability Research; Entrepreneurship; Environmental Entrepreneurship; Energy Entrepreneurship; Energy Services; Electricity; Startup; Expansion; Growth; Sustainability; Business Startups; Forecasting and Prediction; Energy Conservation; Revenue; Geographic Location; Human Resources; Management; Growth and Development Strategy; Market Entry and Exit; Operations; Service Delivery; Strategic Planning; Science; Environmental Sustainability; Climate Change; Society; Social Issues; Technology Adoption; Energy Industry; Green Technology Industry; Technology Industry; Utilities Industry; United States; Boston
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  • 27 May 2009
  • First Look

First Look: May 27, 2009

PublicationsDesigning Care: Aligning the Nature and Management of Health Care Author:Richard Bohmer Publication:Harvard Business Press, 2009 Abstract Today's health-care providers face growing criticism—from policymakers and patients alike. As costs View Details
Keywords: Martha Lagace
  • 02 Mar 2010
  • First Look

First Look: March 2

can learn the truth about gaps between vision and reality. Without a commitment to a vision and an institutionalized learning and governance system, well intentioned boards will continue to be surprised ethical, human, and performance... View Details
Keywords: Martha Lagace
  • October 2000 (Revised May 2001)
  • Case

Editora Abril S.A.

By: Michael Y. Yoshino and Perry Fagan
Brazil's media conglomerate Editora Abril S.A. is Latin America's largest publishing and printing company; it publishes books, and comic books, videos, maps, travel guides, music, and textbooks. It also owns Brazil's largest database marketing company, its... View Details
Keywords: Business Conglomerates; Investment; Growth and Development Strategy; Marketing Communications; Market Design; Media; Service Delivery; Private Ownership; Expansion; Web Sites; Publishing Industry; Service Industry; Brazil
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  • 25 Jun 2018
  • Research & Ideas

In America, Immigrants Really Do Get the Job Done

toward a healthy economy and future gains? There are several levers such as investing heavily in robotics and labor-augmenting machinery, but immigration can also be a powerful way for countries to continue economic development and... View Details
Keywords: by Michael Blanding; Agriculture & Agribusiness; Technology; Service
  • 07 Mar 2011
  • Research & Ideas

Why Companies Fail—and How Their Founders Can Bounce Back

there was not enough customer demand for its grocery delivery service. Next, there's the matter of timing, a huge issue that can determine whether a company gets funding and whether it achieves the start-up's elusive measure of success:... View Details
Keywords: by Carmen Nobel
  • 26 Jun 2020
  • Research & Ideas

Why Japanese Businesses Are So Good at Surviving Crises

deeply hit by pandemic and seismic culture shifts, it’s important to recognize that many of the Japanese companies in the Tohoku region continue to operate today, despite facing serious financial setbacks from the disaster. How did these... View Details
Keywords: by Dina Gerdeman
  • 15 Nov 2011
  • First Look

First Look: November 15

institutionalize empathy as part of its delivery of care. Purchase this case:http://cb.hbsp.harvard.edu/cb/product/611015-PDF-ENG GoodGuide George Serafeim, Robert G. Eccles, and Tiffany A. ClayHarvard Business School Case 112-031... View Details
Keywords: Sean Silverthorne
  • 26 May 2015
  • First Look

First Look: May 26

http://hrleadsbusiness.org/rise-of-hr-e-book May 2015 JAMA, the Journal of the American Medical Association Medicine's Continuous Improvement Imperative By: Huckman, Robert S., and Ananth Raman Abstract— Maintaining quality and spurring... View Details
Keywords: Sean Silverthorne
  • 16 Jul 2020
  • Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

restaurants pre-COVID. Some localities, including New York City, have sought to cap those fees. The viability of the economics of third-party delivery for both restaurants and the delivery providers... View Details
Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage
  • 04 May 2021
  • Book

Best Buy: How Human Connection Saved a Failing Retailer

to boost revenues: matching prices at Amazon, and speeding deliveries by shipping directly from stores. He also cut costs by reducing waste and streamlining processes. “We were breaking $200 million-worth of TVs every year,” he says. “By... View Details
Keywords: by Michael Blanding; Retail
  • 16 Jun 2020
  • Research & Ideas

Your Customers Have Changed. Here's How to Engage Them Again.

Maersk, a leader in shipping services, kept its sailors on ships to ensure their safety and continued cross-national shipping. Alibaba and JD.com employed mandatory health checks and use of safety equipment in its factories and View Details
Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service
  • 15 Jul 2013
  • Research & Ideas

Five Imperatives for Improving Health Care

into existing organizations." Efforts Continue Improving health care delivery is also the main agenda of the HBS Healthcare Initiative, a multidisciplinary research effort. It is one of several big... View Details
Keywords: by Carmen Nobel; Health
  • 08 Mar 2004
  • Research & Ideas

Creating Value in Your Business Ecosystem

delivery of a company's own offerings. Like an individual species in a biological ecosystem, each member of a business ecosystem ultimately shares the fate of the network as a whole, regardless of that member's apparent strength. From... View Details
Keywords: by Marco Iansiti & Roy Levien
  • 15 Jul 2008
  • First Look

First Look: July 15, 2008

relentless execution—efficient, timely, consistent production and delivery of goods or services—is the surefire path to customer satisfaction and positive financial results. But this is a myth in the knowledge economy, argues Edmondson, a... View Details
Keywords: Martha Lagace
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

https://www.hbs.edu/faculty/Pages/item.aspx?num=55632 forthcoming Organizational Behavior and Human Decision Processes Active Choice, Implicit Defaults, and the Incentive to Choose By: Beshears, John, James J. Choi, David Laibson, and Brigitte C. Madrian Abstract—... View Details
Keywords: Sean Silverthorne

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