Susan Luick Good - Publications - Faculty & Research

03 May 2016
First Look

First Look, May 3, 2016

2016 Berrett-Koehler Publishers Building the Future: Big Teaming for Audacious Innovation By: Edmondson, Amy C., and Susan Salter Reynolds Abstract—Machiavelli famously wrote, "There is nothing more difficult to take in hand, more... View Details

Keywords: Sean Silverthorne

2018
Article

Service Operations: What's Next?

By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang

The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel.... View Details

Keywords: Service Operations; Research; Collaborative Innovation and Invention

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2012
Chapter

Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM

By: Jill Avery and Susan Fournier

With incidences in the 20%–25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their customer portfolios. This chapter traces the relationship trajectory of a 30-year customer of Filene's... View Details

Keywords: Brands; Brand Management; CRM; Customer Relationship Management; Customer Focus and Relationships; Customers; Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Consumer Products Industry

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Connect with Clubs - Recruiting

wwang@mba2025.hbs.edu Aron Kates akates@mba2025.hbs.edu Nicole Wong nwong@mba2025.hbs.edu Matthew Hirschfeld mhirschfeld@mba2027.hbs.edu Club Email rest@studentclubs.hbs.edu Retail & Luxury Goods Club Co-Presidents Isabelle Tarsh... View Details

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Named Fellowship Funds - Alumni

managing director and partner at Goldman Sachs, where he serves as co-head of the US FICC Sales. He has also served on the board of StreetSquash, an urban squash program. Av received his AB from Dartmouth College. Lucinda and Av have three children. Daniel A. (MBA... View Details

02 May 2023
What Do You Think?

How Should Artificial Intelligence Be Regulated—if at All?

Do you want learning based on all the information, good and bad, in the world? Or should some sources be banned? And how about output? Should certain uses of the output be limited? Should disclaimers as to the accuracy of work based on AI... View Details

Keywords: by James Heskett; Information Technology; Technology

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Skydeck - Alumni

go according to plan—and how those painful experiences were ultimately a good thing Step Change When she came back to Egypt five years ago, investor Amal Enan (MBA 2014) embraced the chaos—and found a path to impact her country's future... View Details

24 Apr 2018
Op-Ed

Op-Ed: What Mark Zuckerberg Can Learn About Crisis Leadership from Starbucks

support of founder Howard Schultz and his team in Philadelphia. Zuckerberg did not seem to rely upon the wisdom of Chief Operating Officer Sheryl Sandberg or lead board director Susan Desmond-Hellmann. Instead, he trotted out his deputy... View Details

Keywords: by Bill George; Technology; Food & Beverage

20 Apr 2010
First Look

First Look: April 20

Simmons (E) Amy C. Edmondson and Susan ThyneHarvard Business School Supplement 610-061 This case updates the "Leading Change at Simmons" series by examining Simmons' increasing debt under the ownership of Thomas H. Lee, a... View Details

Keywords: Martha Lagace

01 Jun 2024
News

Alumni Achievement Awards 2024

Photographed by Susan Young; Edited by Julia Hanna MORE ON THE RECIPIENTS Read more about the 2024 recipients, and learn about past recipients. ALUMNI ACHIEVEMENT AWARDS SITE MORE ON THE RECIPIENTS Read more about the 2024 recipients, and... View Details

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Faculty & Researchers - Managing the Future of Work

2021. The Case for AI Insurance , Harvard Business Review, 2020. With Ram Shankar Siva Kumar. Open Source Software and Firm Productivity , Management Science, 2019. Learning by Contributing: Gaining Competitive Advantage Through Contribution to Crowdsourced Public... View Details

15 Oct 2019
News

Bridging Business and Engineering

Erez Perelson (MS/MBA 2020) hopes to build on his technical background and hone his entrepreneurial and management skills in the new joint degree program. (photo by Susan Young) Erez Perelson (MS/MBA 2020) hopes to build on his technical... View Details

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Advisory Board - Entrepreneurship

on numerous community boards, including the Children's Hospital, Boston, Facing History and Ourselves, Harvard Committee on University Resources, and the Pan-Massachusetts Challenge. and is an overseer at the Beth Israel/Deaconess Medical Center. He is a Trustee of the... View Details

10 Feb 2023
Research & Ideas

COVID-19 Lessons: Social Media Can Nudge More People to Get Vaccinated

study by Michael Luca, Harvard Business School’s Lee J. Styslinger III Associate Professor of Business Administration, in collaboration with Susan Athey, the economics of technology professor at Stanford Graduate School of Business;... View Details

Keywords: by Scott Van Voorhis; Health; Technology

25 Apr 2024
News

Origin Stories

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Dan Morrell: Hi, this is Dan Morrell, host of Skydeck. Where we come from and how we were raised has a profound effect on who we become. The recipients of this year’s Alumni Achievement Award grew up... View Details

19 Mar 2014
Research & Ideas

A Brand Manager’s Guide to Losing Control

branding," wherein consumers not only discuss and disseminate branded content, they also create it. In the paper The Uninvited Brand, published in the journal Business Horizons in 2011, Avery and coauthor Susan Fournier map out the... View Details

Keywords: by Carmen Nobel; Advertising

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National Markets - The Art of American Advertising

capita income and a more educated public also contributed to the creation of a consumer culture. Within this emerging national market, it fell to the advertiser to encourage consumers to buy goods not necessarily produced locally and to... View Details

16 May 2024
News

On the Job

Susan Young READ MORE Julia Hanna: Gwill York’s (MBA 1984) parents were determined that their daughter would be practical and self-sufficient. As it turns out, they didn’t have to push too hard. At the age of nine, York started driving... View Details

Keywords: first job; leadership; life experience; career lessons; Finance; Oil and Gas Extraction; Mining; Retail Trade

01 Apr 2002
News

HBS Alumni Association Board of Directors: President's Report

creative ideas, and endless support. The Alumni Board exists to represent you and your interests, and I encourage you to contact any of us to share your thoughts and ideas. In this year of difficult events, we are reminded of the importance of the sense of community... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

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2022 Reunion Presentations - Alumni

behaviors, and personal decisions. However, leader success depends not only on their ability to make good decisions but also on their ability to help others make wise choices. The approach can also foster more cohesive, empowered... View Details

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