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Show Results For
-
All HBS Web
(3,222)
- People (15)
- News (977)
- Research (1,564)
- Events (7)
- Multimedia (5)
- Faculty Publications (704)
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
relatively high return (for the industry) to employees and investors. This “trifecta,” which occurs as a result of outstanding service design and delivery, can be found in only a few very View Details
- October 2023 (Revised February 2024)
- Technical Note
Design and Evaluation of Targeted Interventions
By: Eva Ascarza and Ta-Wei (David) Huang
Targeted interventions serve as a pivotal tool in business strategy, streamlining decisions for enhanced efficiency and effectiveness. This note delves into two central facets of such interventions: first, the design of potent decision guidelines, or targeting...
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Keywords:
Marketing;
Customer Relationship Management;
Analysis;
Design;
Business Strategy;
Financial Services Industry;
Financial Services Industry;
Financial Services Industry;
Financial Services Industry;
Financial Services Industry
Ascarza, Eva, and Ta-Wei (David) Huang. "Design and Evaluation of Targeted Interventions." Harvard Business School Technical Note 524-034, October 2023. (Revised February 2024.)
- October 2021 (Revised December 2021)
- Case
Customer-Centric Design with Artificial Intelligence: Commonwealth Bank
By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer...
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Keywords:
Artificial Intelligence;
Customer-centricity;
Banks and Banking;
Customer Focus and Relationships;
Technological Innovation;
Transformation;
Organizational Change and Adaptation;
Performance;
AI and Machine Learning;
Financial Services Industry;
Australia
Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
- May 2011 (Revised March 2013)
- Case
Marshall & Gordon: Designing an Effective Compensation System (A)
By: Heidi K. Gardner and Kerry Herman
CEO Kelly Browne wrestles with the design of a new compensation system to promote the collaboration and cross-selling necessary for supporting her firm's new strategy. Marshall Gordon International, a global public relations (PR) firm, has recently expanded its service...
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Keywords:
Change Management;
Customer Relationship Management;
Compensation and Benefits;
Retention;
Growth and Development Strategy;
Growth Management;
Organizational Culture;
Partners and Partnerships;
Motivation and Incentives;
Alignment;
Public Relations Industry
Gardner, Heidi K., and Kerry Herman. "Marshall & Gordon: Designing an Effective Compensation System (A)." Harvard Business School Case 411-038, May 2011. (Revised March 2013.)
- 2013
- Dissertation
Designing Freemium: A Model of Consumer Usage, Upgrade, and Referral Dynamics
By: Clarence Lee, Vineet Kumar and Sunil Gupta
Abstract. Over the past decade "freemium" (free + premium) has become the dominant business model among internet start-ups for its ability to acquire and monetize a large install-base with limited marketing resources. Freemium is a hybrid strategy where a firm offers...
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- 22 Dec 2008
- Research & Ideas
10 Reasons to Design a Better Corporate Culture
the answer lies in recognizing that strong, adaptive cultures can foster innovation, productivity, and a sense of ownership among employees and customers. They also outlast any individual charismatic leader. But how can you as a manager create and nurture that View Details
- Article
Corporate Headquarters in the Twenty-first Century: An Organization Design Perspective
By: Sven Kunisch, Markus Menz and David J. Collis
The corporate headquarters (CHQ) of the multi-business enterprise, which emerged as the dominant organizational form for the conduct of business in the twentieth century, has attracted considerable scholarly attention. As the business environment undergoes a...
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Keywords:
Corporate Strategy;
Organizational Design;
Organizational Structure;
Business Headquarters
Kunisch, Sven, Markus Menz, and David J. Collis. "Corporate Headquarters in the Twenty-first Century: An Organization Design Perspective." Art. 22. Journal of Organization Design 9 (2020): 1–32.
- Article
The Job Market for New Economists: A Market Design Perspective
By: Peter A. Coles, John Cawley, Phillip B. Levine, Muriel Niederle, Alvin E. Roth and John J. Siegfried
This paper, written by the members of the American Economic Association (AEA) Ad Hoc Committee on the Job Market, provides an overview of the market for new Ph.D. economists. It describes the role of the AEA in the market and focuses in particular on two mechanisms...
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Coles, Peter A., John Cawley, Phillip B. Levine, Muriel Niederle, Alvin E. Roth, and John J. Siegfried. "The Job Market for New Economists: A Market Design Perspective." Journal of Economic Perspectives 24, no. 4 (Fall 2010): 187–206.
- Web
Design Thinking Course | HBS Online
with finding new ways to make their work impactful and useful for their target audience.” Cebisa Ncube Design Thinking and Innovation Participant Discover frameworks and techniques you can leverage to bring new and innovative products or...
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- July 1999 (Revised December 2005)
- Case
Quickturn Design Systems, Inc. (G)
By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case.
View Details
Keywords:
Patents;
Governing and Advisory Boards;
Behavior;
Lawsuits and Litigation;
Organizations;
Acquisition;
Corporate Governance;
Service Industry
Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (G)." Harvard Business School Case 400-012, July 1999. (Revised December 2005.)
- 07 May 2009
- Working Paper Summaries
Broadening Focus: Spillovers and the Benefits of Specialization in the Hospital Industry
- Web
Nonprofit Board Service - Alumni
Careers Nonprofit Board Service Careers Nonprofit Board Service Nonprofit board service is an exceptional way for HBS alumni to meaningfully contribute to communities and...
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The Four Things a Service Business Must Get Right
All successful firms must design a compelling offering and manage the workforce to deliver it at an attractive price. But service firms must do even more: deal with the frustrating fact that their customers can wreak havoc on service quality and... View Details
- July 1999 (Revised December 2005)
- Case
Quickturn Design Systems, Inc. (F)
By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case.
View Details
Keywords:
Patents;
Governing and Advisory Boards;
Behavior;
Lawsuits and Litigation;
Organizations;
Acquisition;
Corporate Governance;
Service Industry
Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (F)." Harvard Business School Case 400-011, July 1999. (Revised December 2005.)
- July 1999
- Case
Quickturn Design Systems, Inc. (C)
By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case.
View Details
Keywords:
Patents;
Governing and Advisory Boards;
Behavior;
Lawsuits and Litigation;
Organizations;
Acquisition;
Corporate Governance;
Service Industry
Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (C)." Harvard Business School Case 400-004, July 1999.
- July 1999 (Revised April 2001)
- Case
Quickturn Design Systems, Inc. (B)
By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case.
View Details
Keywords:
Patents;
Governing and Advisory Boards;
Behavior;
Lawsuits and Litigation;
Organizations;
Acquisition;
Corporate Governance;
Service Industry
Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (B)." Harvard Business School Case 400-003, July 1999. (Revised April 2001.)
- 30 Sep 2020
- Blog Post
Reflecting on my service
genesis of my public service comes from growing up on Long Island, where the September 11th attacks affected me intimately. Over forty people from my hometown were killed; my uncle survived only because of a timely smoke break. As an...
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- 01 Dec 2010
- News
Three Recognized for Service
Three members of the MBA Class of 1975 received special recognition during their 35th Reunion in the fall. Dean Nitin Nohria thanked Edward (“Jed”) Bullard, Leo Corbett, and Hans Stumm for their years of volunteer View Details
Keywords:
awards
- July 1999 (Revised October 2001)
- Case
Quickturn Design Systems, Inc. (D)
By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case.
View Details
Keywords:
Patents;
Governing and Advisory Boards;
Behavior;
Lawsuits and Litigation;
Organizations;
Acquisition;
Corporate Governance;
Service Industry
Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (D)." Harvard Business School Case 400-005, July 1999. (Revised October 2001.)
- 2010
- Working Paper
Specialization and Variety in Repetitive Tasks: Evidence from a Japanese Bank
By: Bradley R. Staats and Francesca Gino
Sustaining operational productivity in the completion of repetitive tasks is critical to many organizations' success. Yet research points to two different work-design related strategies for accomplishing this goal: specialization to capture the benefits of repetition...
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Keywords:
Employees;
Working Conditions;
Service Delivery;
Performance Productivity;
Financial Services Industry;
Japan
Staats, Bradley R., and Francesca Gino. "Specialization and Variety in Repetitive Tasks: Evidence from a Japanese Bank." Harvard Business School Working Paper, No. 11-015, August 2010. (Revised May 2011.)