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All HBS Web
(3,426)
- People (8)
- News (768)
- Research (1,808)
- Events (4)
- Multimedia (29)
- Faculty Publications (1,123)
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- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are...
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Keywords:
Competency and Skills;
Customer Satisfaction;
Training;
Recruitment;
Service Delivery;
Supply Chain Management;
Luxury;
Balance and Stability;
Information Technology
Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
- 22 Feb 2011
- Research & Ideas
Most Popular Articles, Papers of the Decade
disbelieving music industry with their findings that illegal music downloads don't hurt CD sales. Oberholzer discusses what the industry should do next. A Balanced Scorecard Approach to Measure Customer Profitability Published: August 8,...
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by Sean Silverthorne
- 04 Aug 2009
- First Look
First Look: August 4
allocation within an economy. The theory predicts that GAAP's principal focus, as shaped by the demand for and supply of financial information, is on the use of the income statement and balance sheet for performance measurement and...
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Martha Lagace
- June 2023
- Case
Albert Einstein: Changing the World
By: Robert Simons and Shirley Sun
This case traces the rise of Albert Einstein from a small town in Germany to a towering intellectual leader who revolutionized the field of physics. The case describes his early education and his penchant for individual thinking and non-conformity. A committed...
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Keywords:
Science;
Research;
Personal Characteristics;
Mission and Purpose;
Success;
Work-Life Balance;
Higher Education;
Power and Influence
Simons, Robert, and Shirley Sun. "Albert Einstein: Changing the World." Harvard Business School Case 123-025, June 2023.
- March 2021 (Revised October 2023)
- Case
Mary Kay Ash: Changing the World
By: Robert Simons and Shirley Sun
This case describes the rise of Mary Kay, the founder of the worldwide cosmetics company. As a young single mother, Mary Kay had to overcome many obstacles to start her business and guide it to success. Today, there are more than 3.5 million Mary Kay beauty consultants...
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Keywords:
Business Start-ups;
Entrepreneurship;
Values and Beliefs;
Business Startups;
Work-Life Balance;
Success;
Religion;
Family Business;
Personal Development and Career;
Beauty and Cosmetics Industry
Simons, Robert, and Shirley Sun. "Mary Kay Ash: Changing the World." Harvard Business School Case 121-046, March 2021. (Revised October 2023.)
- 03 Jan 2017
- First Look
January 3, 2017
powerful machine learning technique known as Thompson sampling to address the challenge of balancing the exploration-exploitation tradeoff under the presence of inventory constraints. Our algorithms prove to have both strong theoretical...
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Carmen Nobel
- 12 Jul 2016
- First Look
July 12, 2016
Schreger Abstract—Government forecasts of GDP growth and budget balances are generally more over optimistic than private sector forecasts. When official forecasts are especially optimistic relative to private forecasts ex ante, they are...
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Sean Silverthorne
- 09 Feb 2009
- Research & Ideas
Uncompromising Leadership in Tough Times
This prevents cronyism, the enemy of high performance. To do this they recognize they have to maintain some social distance. But they also know they have to build a tight team. So they manage this paradox. The question of work-life View Details
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by Martha Lagace
- 21 May 2018
- HBS Case
How Would You Price One of the World's Great Watches?
customer-centric, and how they maintain a link to their past. "It’s one of the very few companies in this world that was started—and reached the top of its industry—twice" “There is this balance between [being] innovative, but...
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- 07 May 2018
- Research & Ideas
Why Online Retailers Should Hide Their Best Discounts
you say you can choose from anything in the store and the bargain bin, then people saw more of an assortment, including more items that appealed to them.” Of course, the devil is in the details. Each retailer has to find the proper View Details
- 01 Mar 2018
- What Do You Think?
Two Decades Later, is the 'New Economy' Finally Here?
include as legitimate entries on balance sheets (other than as grossly misnamed ‘goodwill’).” We all know what happened. The promise of significantly greater productivity and growth through technology was not realized. Market-to-book...
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by James Heskett
- 13 Sep 2016
- First Look
September 13, 2016
Samsung, however, has succeeded by its ability to strike a balance between the two. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51604 in press Journal for the Association of Consumer Research Family Rituals Improve...
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- 07 Apr 2014
- Research & Ideas
Excerpt: ‘The Art of Negotiation’
weeds. Let's recap what we've agreed upon so we can put this particular issue in context." You can also build your confidence by seeking out ideas and techniques beyond your usual experience. If you run a supply chain, for example, read the sports pages to see how pro...
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Re: Michael A. Wheeler
- 17 Oct 2011
- Research & Ideas
How ‘Hybrid’ Nonprofits Can Stay on Mission
two key questions that leaders must address to keep the mission on course while still making enough money to sustain that mission: One, whom should you hire to strike a healthy balance between idealism and the bottom line? And two, what's...
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by Carmen Nobel
- 13 Dec 2004
- Research & Ideas
Sharing News That Might Be Bad
effectively, about being able to make good decisions based on reliable information, about being treated fairly." To find the right balance in presenting tricky information, Ertel suggests executives consider the following questions,...
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by Paul Michelman
- 01 Oct 2001
- Research & Ideas
Connecting With Nonprofits
collaborations are characterized by clear purpose, mission congruency, high and mutually balanced value creation, effective communication, and deep reciprocal commitment." —James Austin It is important to note that progression along...
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by James Austin
- 11 Mar 2001
- Research & Ideas
Wired and Black: Focus on Careers
are," he said. Good managers, he added, should "value what others devalue." "If marketing is the priority, look at manufacturing," Thomas suggested. Seeking Balance In the end, though, all the panelists said job...
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by Carrie Levine
- 01 Aug 2008
- Research & Ideas
Does Market Capitalism Have a Future?
migrants, both in agriculture and in high tech. Many are worried that U.S. politicians will respond with populist policies. Problems aside, isn't capitalism on balance achieving great results? Absolutely. It is an unparalleled engine of...
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by Garry Emmons
- 17 May 2004
- Research & Ideas
Why We Don’t Study Corporate Responsibility
consequences their practices have. To help managers become more effective, we suggest that researchers should investigate the challenge that managers face: how organizations can balance their economic effects and their effects on human...
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by Manda Salls
- 28 Apr 2015
- First Look
First Look: April 28
Management: Can a Balanced Scorecard Change a Culture? By: Gibbons, Robert, and Robert S. Kaplan Abstract—Agency theorists, historically, have analyzed what kinds of performance measures should be used in formal incentive contracts. For...
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Sean Silverthorne