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All HBS Web
(2,031)
- People (8)
- News (834)
- Research (601)
- Events (1)
- Multimedia (6)
- Faculty Publications (26)
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- 2008
- Book
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit...
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Keywords:
Customer Satisfaction;
Organizational Change and Adaptation;
Customer Ownership;
Employee Ownership;
Competitive Advantage;
Value Creation
Heskett, James L., W. Earl Sasser Jr., and Joe Wheeler. Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Harvard Business Press, 2008.
- 04 Mar 2014
- First Look
First Look: March 4
Publications August 2013 Jossey-Bass Teaming to Innovate By: Edmondson, Amy C. Abstract—Innovation requires teaming. (Put another way, teaming is to innovation what assembly lines are to car production.) This book brings together key insights on teaming, as they...
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Sean Silverthorne
- 11 Jul 2005
- Research & Ideas
The New International Style of Management
me, in either a team or a one-on-one setting." Continues Klump, "I understood enough of Chinese culture to know that you rarely, if ever, confront someone in a group setting, as maintaining face is important. So I waited to have...
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by Garry Emmons
- 10 Oct 2005
- Research & Ideas
Homers: Secrets on the Factory Floor
A factory worker uses company time and materials to fashion a lamp he will take home for personal use—an artifact called a "homer." The practice is probably illegal and clearly against written company policy. If discovered, the...
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- 27 Mar 2005
- Research & Ideas
Should I Pay the Bribe?
discusses the case and his own research. Cynthia Churchwell: You have been studying the impact and workings of corruption for several years. What spurred your interest in this area? Rafael Di Tella: I was born in Argentina, need I...
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by Cynthia D. Churchwell
- 13 Jan 2009
- First Look
First Look: January 13, 2009
persevered and thrived despite personal, social, and professional obstacles. Purchase this case: http://harvardbusinessonline.hbsp.harvard.edu/ b01/en/common/item_detail.jhtml?id=409057 A Managerial Perspective on Clinical Trials Harvard...
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Martha Lagace
- 21 Nov 2005
- Research & Ideas
Making Credibility Your Strongest Asset
others are bidding for what you want? One solution to distinguishing yourself in competitive environments is to build your bargaining endowment—storing up credibility and resources by developing relationships, burnishing your reputation,...
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by Michael Wheeler
- 10 Jan 2005
- Research & Ideas
Motivation and the Cross-Sector Alliance
medicines. Furthermore, Chile offers no reimbursements for pharmaceutical expenses, so this tends to add to customers' negative disposition." To respond to this situation, FASA considered a possible collaboration with the Fundación Las Rosas (FLR), a View Details
- 14 Sep 2016
- Research & Ideas
Web Surfers Have a Schedule and Stick to It
the internet might be a bit more understandable if you take into account what anthropologists have discovered—that internet use inside most homes is “bursty” and “plastic.” In other words, we use little...
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- 28 Oct 2015
- Research & Ideas
A Dedication to Creation: India's Ad Man Ranjan Kapur
brand in your home base because then you understand the character of your brand, the virtues of your brand, and understand the core that drives your brand. And if you respect...
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- 08 Jul 2015
- What Do You Think?
Do Americans Work Too Much and Think About Work Too Little?
would ask, "What are you doing, Tony?" And, always a mischievous type who often made light of the culture, he would take delight in replying, "Nothing." Why do we work too hard and, at times, thoughtlessly? Edward Hare...
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- 18 Jul 2005
- Research & Ideas
Identify Emerging Market Opportunities
executives need to figure out how the product, labor, and capital markets work—and don't work—in their target countries. This will help them understand the differences between home markets and those in developing countries. In addition,...
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- Research Summary
Overview
The Information Age has introduced well-received opportunities to track performance. Fitbits and Fuelbands allow individuals to track their own performance; companies like Uber and leading hospitals help you choose a driver or a doctor based on how others rated... View Details
- 13 Nov 2007
- Research & Ideas
Six Steps for Reinvigorating America
America the Principled to offer a perspective about those enduring values that have always been so important to America's prosperity and role in the world, while also providing 21st-century ideas for how we could restore our strengths and also engage with the world in...
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by Sean Silverthorne
- 13 Jun 2005
- Research & Ideas
Rescuing Products with Stealth Positioning
its market penetration—like that of rivals Microsoft (with the Xbox) and Nintendo (with the GameCube)—has been limited by a narrow customer base of mostly males in their late teens and twenties. Sony's goal is to make the PlayStation a broad platform for View Details
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by Youngme Moon
- 14 Nov 2017
- First Look
New Research and Ideas: November 14, 2017
October 2017 Negotiation Journal Prescriptions Based on a Realistic View of Human Behavior By: Bazerman, Max Abstract—No abstract available. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53096 November–December 2017 Harvard Business Review Are View Details
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Carmen Nobel
- 05 Jun 2014
- Research & Ideas
Fixing the ‘I Hate Work’ Blues
The New York Times ran a troubling story, "Why You Hate Work," in last week's "Sunday Review." The article indicated that employees work too hard and find little meaning from their work. The anecdotes we all hear about...
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by Bill George
- 18 Apr 2019
- Research & Ideas
Open Innovation Contestants Build AI-Based Cancer Tool
Professor of Business Administration, and colleagues Dr. Eva Guinan and Jin Paik more about the study and results. They are referred to as the LISH team below. Martha Lagace: How did you learn about the problem and connect with...
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- 04 Mar 2015
- What Do You Think?
Can a Laissez-Faire Approach Fix Labor Market Inequality?
"Instead of an outside regulation, an internal governance on salary structure, which is based on a value that 'Every employee should go home with a smile on his face' will create win-win situations for employees and...
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- 05 Sep 2012
- First Look
First Look: September 5
markets. We find that introducing a signaling mechanism increases the welfare of workers and the number of matches, while the change in firm welfare is ambiguous. A signaling mechanism adds the most value for balanced markets. Should You...
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Sean Silverthorne