Responsibilities To Customers - Publications - Faculty & Research

Article

01 Aug 2023
What Do You Think?

As Leaders, Why Do We Continue to Reward A, While Hoping for B?

frequently cited Wells Fargo fiasco in which employees were incentivized to cheat (and alienate customers) in an effort to expand and deepen customer relationships, continue... View Details

Keywords: by James Heskett

22 Nov 2022
News

How to Throw Bombs, Save Lives, and Raise a Family in Paradise on $22 an Hour

19 Mar 2018
Sharpening Your Skills

8 Ways To Be An Environmentally Conscious Manager

don't necessarily conflict with making a profit, business leaders today don't face such formidable challenges to their views. Still, what can managers do to ensure that their industries, their companies,... View Details

Keywords: by Sean Silverthorne; Energy

01 Dec 2002
News

Alumni Honorees Urge Students to Emphasize Ethics

corporate social responsibility to a group of students in China. After her talk, a confused young listener approached her. “She said, ‘But we all know that in order to succeed... View Details

23 Jul 2020
Research & Ideas

How Countries Use Financial Policy to Fight COVID-19

The fiscal and monetary response to the coronavirus pandemic has been emergent, global, and deep. Some countries have more sophisticated fiscal and monetary tools—and the ability View Details

Keywords: by Rachel Layne

06 Jun 2018
Research & Ideas

Cut Salaries or Cut People? The Best Way to Survive a Downturn

because those agents deciding to leave had other options. For instance, customer service reps at a nearby call center for a global entertainment provider earned $15 an hour when first hired, and $.50 raises... View Details

Keywords: by Rachel Layne

April 2012 (Revised May 2012)
Case

EILEEN FISHER: Repositioning the Brand

By: Anat Keinan, Jill Avery, Fiona Wilson and Michael Norton

Well-established fashion brand Eileen Fisher has traditionally appealed to older women. However, to drive growth, Eileen Fisher's management team wants to target a younger demographic and has revamped its Fall product line to offer more fashionable styles to appeal to... View Details

Keywords: Marketing; Brand Management; Brand Positioning; Market Segmentation And Target Market Selection; Retailing; Fashion; Corporate Social Responsibility; Brands and Branding; Product Positioning; Segmentation; Social and Collaborative Networks; Growth and Development Strategy; Social Media; Retail Industry; Fashion Industry

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20 Dec 2018
Cold Call Podcast

Using Fintech to Disrupt Eastern Bank from Within

Keywords: Re: Karen Mills; Banking; Financial Services

05 Apr 2022
News

Russia’s Invasion of Ukraine Is the Result of Its Own Failure to ‘Denazify’

January 2021 (Revised February 2021)
Case

Tech with a Side of Pizza: How Domino's Rose to the Top

By: Boris Groysberg, Sarah L. Abbott and Susan Seligson

After hitting an all-time low in 2008, Domino’s Pizza underwent a vigorous rebranding, product development, and embraced innovative technologies to become the world’s leading international fast-food retailer. Domino’s considered itself as much a tech company as it was... View Details

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2012
Working Paper

Why Every Company Needs a CSR Strategy and How to Build It

By: Kash Rangan, Lisa Chase and Sohel Karim

The authors argue for a strategic and pragmatic, rather than ideological, approach to Corporate Social Responsibility (CSR) that contrasts sharply with the prevailing Shared Value framework offered by Porter and Kramer (HBR; Jan.-Feb. 2011). We assert that, despite... View Details

Keywords: Corporate Social Responsibility and Impact; Corporate Strategy; Values and Beliefs; Profit; Practice

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23 Apr 2024
In Practice

Getting to Net Zero: The Climate Standards and Ecosystem the World Needs Now

With each month clocking record-breaking temperatures across the planet, this Earth Day reflected the renewed urgency of regulators and businesses to find climate-change solutions. The US Securities and Exchange Commission recently adopted new rules that will mandate... View Details

Keywords: by Rachel Layne

February 2000 (Revised November 2002)
Case

QuickenInsurance: The Race to Click and Close (A)

By: Lynda M. Applegate

ES Technologies started in 1976 as a storefront in Tempe, Arizona selling personal computer kits to hobbyists. Twenty years later, revenues exceeded $3.5 billion, and the business had evolved from a computer store to a master reseller and full-line integrator of... View Details

Keywords: Customer Value and Value Chain; Entrepreneurship; Technological Innovation; Growth and Development Strategy; Industry Structures; Business Strategy; Competitive Strategy; Information Technology; Information Technology Industry; Arizona

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22 Sep 2020
Research & Ideas

Recessions Push Some Entrepreneurs to Launch Too Soon

performance than startups founded by entrepreneurs who are less sensitive. Our results suggest that these different responses to worsening labor market conditions explain at least 11 percent of the... View Details

Keywords: by Sean Silverthorne

16 Nov 2020
News

Harvard Business School Will Move to Remote Instruction and Restrict On-Campus Activities as Virus Cases Surge

April 2012
Case

Pret A Manger

By: Frances X. Frei, Rick Goldberg and Stephanie van Sice

Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details

Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London

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Web

What You Can Do to Create an Anti-Racist Organization - Recruiting

Insights & Advice 14 Jul 2023 What You Can Do to Create an Anti-Racist Organization Becca Carnahan Author HBS Team tag All Industries All Locations Alumni Diversity, Inclusion, & Belonging Recruiting Strategies Student & Alumni Stories... View Details

Article

One Obstacle to Curing Cancer: Patient Data Isn't Shared

By: Richard G. Hamermesh and Kathy Giusti

Precision Medicine requires large datasets to identify the mutations that lead to various cancers. Currently, genomic information is hoarded in fragmented silos within numerous academic medical centers, pharmaceutical companies, and some disease-based foundations. For... View Details

Keywords: Healthcare; Technological And Scientific Innovation; Cancer Care In The U.S.; Cancer Treatment; Precision Medicine; Personalized Medicine; Data Sharing; Technological Innovation; Analytics and Data Science; Health Disorders; Medical Specialties; Research and Development; Customization and Personalization; Health Industry; United States

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May 14, 2024
Article

One Way to Help Employees Build Emergency Savings

By: Timothy Flacke and Peter Tufano

Intentional cooperation between two organizations — BlackRock, a major asset management firm, and national non-profit, Commonwealth — created the conditions for the nation’s largest payroll processor, multiple U.S. employers, retirement record keepers, and others to... View Details

Keywords: Saving; Personal Finance; Income; Nonprofit Organizations; Corporate Social Responsibility and Impact; Partners and Partnerships

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