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Show Results For
- All HBS Web
(4,136)
- People (32)
- News (1,037)
- Research (1,557)
- Events (20)
- Multimedia (127)
- Faculty Publications (894)
- Article
Fighting Bias on the Front Lines
By: Alexandra C. Feldberg and Tami Kim
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details
This article presents research... View Details
Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
- 31 Oct 2022
- Research & Ideas
Why the Largest Minority Group Faces the Most Hate—and How to Push Back
American cities have experienced an alarming double-digit rise in hate crimes in recent years, due in part to factors like anti-Asian sentiment in the wake of the pandemic and racial strife following the murder of George Floyd. Now, new research suggests yet another... View Details
Keywords: by Pamela Reynolds
- Program
Transforming Customer Experiences
industries, and countries across the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your business challenges and career decisions Who Should Attend Senior executives in either B2C or B2B... View Details
- 30 Sep 2019
- Book
6 Steps to Building a Better Workplace for Black Employees
workers and offers advice to black employees who seek to advance in their careers. It also provides these recommendations for companies that are intent on building diverse workplaces: 1. Encourage employees to talk about race After two... View Details
Keywords: by Dina Gerdeman
- June 2010 (Revised August 2010)
- Case
State Grid: Corporate Social Responsibility
By: Christopher Marquis, Nancy Dai, Dongning Yang and Hong Wu
In October 2009, State Grid, the largest utility company in the world, and a pioneer and leader in CSR practices in China, was planning its 2009 CSR Report and long-term CSR implementation. Some of the specific challenges faced at the time include: How could the... View Details
Keywords: Corporate Social Responsibility and Impact; Management Systems; Business and Stakeholder Relations; Corporate Accountability; Behavior; Change Management; Global Range; Employees; Utilities Industry; China
Marquis, Christopher, Nancy Dai, Dongning Yang, and Hong Wu. "State Grid: Corporate Social Responsibility." Harvard Business School Case 410-141, June 2010. (Revised August 2010.)
- October 2006
- Article
Location Choices across the Value Chain: How Activity and Capability Influence Collocation
By: Juan Alcacer
There has been a recent revival of interest in the geographic component of firm strategy. Recent research suggests that two opposing forces—competition costs and agglomeration benefits—determine whether firms collocate in a given geographic market. Unexplored is (1)... View Details
Keywords: Business Strategy; Competitive Strategy; Sales; Research and Development; Cost Accounting; Cost Management; Markets; Production; Organizational Change and Adaptation; Distribution; Cost vs Benefits; SWOT Analysis; Telecommunications Industry
Alcacer, Juan. "Location Choices across the Value Chain: How Activity and Capability Influence Collocation." Management Science 52, no. 10 (October 2006): 1457–1471.
- May 1998
- Teaching Note
Development Relationships TN
By: David A. Thomas and Emily Heaphy
The final class of the Career Development module of the Self-Assessment and Career Development course (SACD) uses the topic of mentoring and developmental relationships to encourage students to think beyond the point of finding and accepting a suitable job offer. The... View Details
- Program
Designing and Executing Corporate Revitalization
backgrounds, industries, and countries around the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your business challenges and career decisions Who Should Attend Senior corporate... View Details
Shirley Lu
Shirley Lu is an assistant professor in the Accounting and Management Unit. She teaches the Financial Reporting and Control course in the MBA required curriculum.
Professor Lu conducts research in the area of Corporate Social Responsibility (CSR) disclosure,... View Details
- Program
Leading Change and Organizational Renewal
champions" Expand your personal and professional network Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries across the globe Build relationships with a diverse group... View Details
- 22 Sep 2008
- Research & Ideas
The Silo Lives! Analyzing Coordination and Communication in Multiunit Companies
Although many companies aspire to promote easy interaction and coordination across departments, office locations, and pay scales, the "boundaryless" organization—like the paperless office—hasn't materialized. The corporate silo is alive and well. This observation is... View Details
Keywords: by Sarah Jane Gilbert
- Program
Families in Business
Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries around the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your... View Details
- 2015
- Chapter
The Role of Multiplier Firms and Megaprojects in Leading Change for Sustainability
In both the private and public sectors, organizations around the world face increasingly pressing questions about how to stimulate and manage change for long-term environmental, social, and economic sustainability. The purpose of this chapter is to highlight the roles... View Details
Keywords: Blueprint Logic; Learning Logic; Megaprojects; Multiplier Firms; Leading Change; Environmental Sustainability
Edmondson, Amy C., Martine Haas, John D. Macomber, and Tiona Zuzul. "The Role of Multiplier Firms and Megaprojects in Leading Change for Sustainability." Chap. 11 in Leading Sustainable Change: An Organizational Perspective, edited by Rebecca Henderson, Ranjay Gulati, and Michael Tushman. Oxford University Press, 2015.
- September 2009 (Revised October 2010)
- Case
Elkay Plumbing Products Division
By: Robert S. Kaplan
The vice president of sales learns that the most profitable 1% of the division's customers generate 100% of profits, and that two of the division's largest customers lose 50% of profits. The division has just finished a project to install a time-driven activity-based... View Details
Keywords: Activity Based Costing and Management; Profit; Management Systems; Consumer Products Industry; Industrial Products Industry
Kaplan, Robert S. "Elkay Plumbing Products Division." Harvard Business School Case 110-007, September 2009. (Revised October 2010.)
- 05 Dec 2013
- News
Find Your Inner Mandela: A Tribute and Call to Action
- Teaching Interest
Harvard Business Analytics Program
The Harvard Business Analytics Program is offered through a collaboration between Harvard Business School (HBS), the John A. Paulson School of Engineering and Applied Sciences (SEAS), and the Faculty of Arts and Sciences (FAS).
Designed for... View Details
- Program
Foundations of Private Equity and Venture Capital
executives from various backgrounds, industries, and countries across the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your business challenges and career decisions Who Should Attend... View Details
Frances X. Frei
Frances Frei is a Professor of Technology and Operations Management at Harvard Business School. Her research investigates how leaders create the conditions for organizations and individuals to thrive by designing for excellence in operations, strategy, and culture.... View Details
- Program
Growing as a Purposeful Leader
executives from various backgrounds and industries Build relationships with a diverse group of peers who can provide wide-ranging insights into your business and personal challenges Who Should Attend CEOs and senior executives one or two... View Details
- 31 Jul 2008
- Working Paper Summaries