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Show Results For
-
All HBS Web
(985)
- People (6)
- News (260)
- Research (426)
- Multimedia (3)
- Faculty Publications (118)
- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience...
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Keywords:
Customer Focus and Relationships;
Business Strategy;
Growth and Development Strategy;
Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- 15 Dec 2003
- Research & Ideas
The New Global Business Manager
still is at the heart of transnational management. But we also described a third strategic imperative, one that has become increasingly important in recent years. Today, global View Details
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by Cynthia Churchwell
- 10 Aug 2009
- Research & Ideas
High Commitment, High Performance Management
people desperately need and want but often do not get in organizational life. To accomplish this, HCHP firms establish and institutionalize human resource management policies and practices that look fairly...
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by Martha Lagace
- 21 Feb 2005
- Op-Ed
Is Business Management a Profession?
executives is to imply that business management itself is a profession—but is it? Sociologists who study the professions have employed a wide range of perspectives and criteria for determining what makes an...
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- October 2021 (Revised February 2022)
- Case
Hospital 57357: Aligning Performance Towards a Vision of a Cancer-Free Childhood
By: Susanna Gallani and Youssef Abdel Aal
The case follows the Children Cancer Hospital in Egypt, also known as Hospital 57357, as it goes through the roll-out of a new performance management system, which Dr. Sherif Abouel Naga, founder and CEO of the hospital, had championed. This was a critical juncture as...
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Keywords:
Healthcare;
Performance Management;
Performance Incentives;
Strategic Alignment;
Health Care and Treatment;
Nonprofit Organizations;
Strategy;
Alignment;
Performance Evaluation;
Mission and Purpose;
Change Management;
Health Industry;
Egypt;
Middle East
Gallani, Susanna, and Youssef Abdel Aal. "Hospital 57357: Aligning Performance Towards a Vision of a Cancer-Free Childhood." Harvard Business School Case 122-041, October 2021. (Revised February 2022.)
- 14 May 2009
- Sharpening Your Skills
Sharpening Your Skills: Managing Teams
include: Team learning has value for organizations; learning in teams is seen as a key mechanism through which learning organizations become strategically and operationally adaptive and responsive. How the...
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Re: Multiple Faculty
- 01 Jun 2000
- News
Managing the Map
Whitehead Institute is an independent, nonprofit research and teaching organization and one of the largest participants in the Human Genome Project through the Whitehead/MIT Center for Genome Research. Pratt...
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Peter K. Jacobs
- March 2007 (Revised April 2007)
- Case
Micro Insurance Agency: Helping the Poor Manage Risk
By: Michael Chu and Jean Hazell
The notable success of insurance products for low-income clients of its microfinance network leads Opportunity International to launch the first global specialized microinsurance company, the Micro Insurance Agency (MIA). Building on the experience in 10 countries...
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Keywords:
Developing Countries and Economies;
Cost Management;
Microfinance;
Globalization;
Growth and Development Strategy;
Risk Management;
Infrastructure;
Nonprofit Organizations;
Competition;
Financial Services Industry;
Africa;
Asia;
Latin America
Chu, Michael, and Jean Hazell. "Micro Insurance Agency: Helping the Poor Manage Risk." Harvard Business School Case 307-089, March 2007. (Revised April 2007.)
- 26 Mar 2006
- Research & Ideas
The Office of Strategy Management
and think in strategic terms are critical. They need good interpersonal skills since they must interact effectively and authoritatively with senior business units and functional heads. Project View Details
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by Martha Lagace
- 17 Nov 2014
- Lessons from the Classroom
Managing the Family Business: Are Optimists or Pessimists Better Leaders?
Editor's note: This is part of a series of occasional columns on managing the family business written by Senior Lecturer John A. Davis. Optimism and pessimism are strong, stable traits that reflect our coping strategies. We live View Details
- 21 Nov 2023
- Research & Ideas
Employee Negativity Is Like Wildfire. Manage It Before It Spreads.
narratives that reduce emotions,” Goldenberg says. “In this case, reappraisal is a good strategy.” Just like emotions, reappraisal is also contagious, so leaders don’t necessarily need to communicate their ideas to everyone in the...
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by Kristen Senz
- Web
Bringing Music to the HBS Classroom: My Journey as a Nontraditional Student in the Summer Venture in Management Program - MBA
East and North Africa South America United States 06 Apr 2023 Bringing Music to the HBS Classroom: My Journey as a Nontraditional Student in the Summer Venture in Management...
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- 30 May 2018
- News
First “HBS Hacks” Event in San Francisco
- 13 Oct 2003
- Research & Ideas
How to Pick Managers for Disruptive Growth
needed experiences and perspectives with the experiences on the resumes of the managers who led Pandesic. Despite their extraordinary track records in View Details
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by Michael Raynor
- Web
General Management Curriculum - Faculty & Research
each doctoral program associated with this unit can be found on the doctoral programs website: PhD in Organizational Behavior PhD in Business Administration, Strategy Executive Education Public Education...
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- 19 Jan 2010
- Sharpening Your Skills
Sharpening Your Skills: Managing the Economic Crisis
Perspectives from the Boardroom—2009 To understand what transpired in the boardrooms of complex companies during the financial crisis, and to offer a prescription to improve board effectiveness, eight senior...
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by Staff
- 01 Dec 1998
- News
Managing the Business of Life
Middlebrooks, Gwen Shuster-Haynes, and John Weber in June 1983, while they were still MBA students. Checking in with them five years later, in June 1988, we discovered many...
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- 08 Aug 2011
- Research & Ideas
The Death of the Global Manager
Brazilian-Lebanese who serves as chairman and CEO of the Japanese and French automakers Nissan and Renault.) Managers operating in a global environment obviously need a broad View Details
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by Julia Hanna
- August 2022
- Case
Negotiating Peace in Colombia
By: Deepak Malhotra and Cody Smith
This case follows the protracted armed conflict between the Colombian government and the Revolutionary Armed Forces of Colombia (FARC), tracing it from its origins over 50 years ago, through the private and public negotiations that ultimately resulted in the 2016...
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