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Show Results For
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All HBS Web
(4,258)
- People (13)
- News (878)
- Research (2,456)
- Events (10)
- Multimedia (6)
- Faculty Publications (1,398)
- 09 Feb 2010
- First Look
First Look: Feb. 9
differences appear to be associated with different models of development—open, distributed organizations developing systems with smaller cores. We find that core components are often dispersed throughout a system, making their detection and View Details
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Martha Lagace
- 20 Dec 2022
- Op-Ed
Employee Feedback: The Key to Retention During the Great Resignation
aligned with its strategic performance goals and its human and customer-centric values. Because managers at all levels are held accountable for implementing and maintaining this governance and learning system, it becomes embedded in the...
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by Michael Beer
- 2023
- Working Paper
The Buy-In Effect: When Increasing Initial Effort Motivates Behavioral Follow-Through
By: Holly Dykstra, Shibeal O'Flaherty and A.V. Whillans
Behavioral interventions often focus on reducing friction to encourage behavior change. In
contrast, we provide evidence that adding friction can promote long-term behavior change when
behaviors involve repeated costly efforts over longer time horizons. In...
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Dykstra, Holly, Shibeal O'Flaherty, and A.V. Whillans. "The Buy-In Effect: When Increasing Initial Effort Motivates Behavioral Follow-Through." Harvard Business School Working Paper, No. 24-020, October 2023.
- 08 Sep 2014
- Research & Ideas
The Strategic Way To Hire a Sales Team
with engineering on custom applications, and up-selling or cross-selling additional services. Allocation of sales talent should change. Focus on behaviors in selection. In many firms, this means upgrading assessment skills. View Details
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by Carmen Nobel
- August 1999 (Revised May 2000)
- Case
E Ink
By: Teresa M. Amabile and Susan Archambault
E Ink is a high-technology start-up attempting to revolutionize print communication through electronic ink displays. The founders and top managers of this two-year-old firm are striving to translate a technological breakthrough into a working prototype, move from...
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- 10 Apr 2014
- Research & Ideas
John Kotter’s Plan to Accelerate Your Business
organizational design that has not one, but two "operating systems." One system conducts the everyday business of business, while the second system, more like an agile network, sits alongside to focus on the opportunities and demands of...
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by Kim Girard
- 11 Jan 2021
- Research & Ideas
Is A/B Testing Effective? Evidence from 35,000 Startups
Startups that use A/B testing scale more quickly, launch more products, and attract more venture capital, according to recent research. But not all startups enjoy these benefits. Early-stage startups using experimentation strategies usually flame out faster, perhaps...
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by Kristen Senz
- August 2009 (Revised August 2012)
- Case
Cabot Pharmaceuticals, Inc.
By: Frank V. Cespedes and John T. Gourville
Traces the 12-year career of a pharmaceutical salesperson, Bob Marsh, from recruitment to termination. Marsh has had an uneven career with Cabot Pharmaceuticals and eventually is asked to resign. Following his termination, a number of Marsh's former customers complain...
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Keywords:
Customer Relationship Management;
Employees;
Resignation and Termination;
Performance Evaluation;
Salesforce Management;
Alignment;
Pharmaceutical Industry
Cespedes, Frank V., and John T. Gourville. "Cabot Pharmaceuticals, Inc." Harvard Business School Case 510-030, August 2009. (Revised August 2012.)
- 30 Jun 2015
- First Look
First Look: June 30, 2015
leaders focus on the few things that produce results and experiences for the right customers; (3) the best service operating strategies don't require tradeoffs, so leaders foster "both/and" thinking in designing winning...
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Carmen Nobel
- May 2011
- Article
Think Customers Hate Waiting? Not So Fast...
By: Ryan W. Buell and Michael I. Norton
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The...
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Keywords:
Customer Relationship Management;
Service Delivery;
Consumer Behavior;
Performance Effectiveness;
Customer Satisfaction
Buell, Ryan W., and Michael I. Norton. "Think Customers Hate Waiting? Not So Fast..." Harvard Business Review 89, no. 5 (May 2011).
- 13 Jun 2022
- Research & Ideas
Extroverts, Your Colleagues Wish You Would Just Shut Up and Listen
as much attention." Since feeling seen and heard is important, extroverts who seem to focus on themselves may lose credibility with colleagues, the findings suggest. The research has ramifications for workplace relationships, especially...
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by Pamela Reynolds
- 20 Apr 2023
- News
How Joe Hinrichs is Getting CSX Back on Track
service to other companies focus on their employees," Hinrichs told the Journal. "They focus on employees' morale, their attitudes, how they're feeling about the company." Hinrichs came to CSX after a long...
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- March 2011
- Case
Terror at the Taj Bombay: Customer-Centric Leadership
By: Rohit Deshpande
On November 26, 2008, heavily armed terrorists launched a series of attacks throughout the western-Indian city of Mumbai (formerly Bombay). One of the locations attacked was the Taj Mahal Palace and Tower, which was occupied by the terrorists for over three days,...
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Keywords:
Safety;
Leadership;
National Security;
Service Delivery;
Organizational Culture;
Crisis Management;
Customer Focus and Relationships;
Brands and Branding;
Accommodations Industry;
Mumbai
Deshpande, Rohit. "Terror at the Taj Bombay: Customer-Centric Leadership." Harvard Business School Multimedia/Video Case 511-703, March 2011.
- 04 Aug 2009
- First Look
First Look: August 4
aggressively managing their own tax liabilities and those of their portfolio firms. We investigate the latter assertion based on a sample of private firms for which there is financial statement data available. We first document that firms...
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Martha Lagace
- 24 Mar 2009
- First Look
First Look: March 24, 2009
Information" (CWCI). The instructions that follow use datasets from three of the cases in the course: "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel," HBS No. 106-029;...
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Martha Lagace
- Web
Our Team - Impact Investments
research examines corporate and household finance in emerging markets, with a focus on insurance, credit, and savings. He has also done extensive work on financial education in the US and emerging markets. His recent research focuses on...
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- 01 Feb 2022
- Book
Innovation Isn’t Just for Startups: How Big Companies Can Succeed
What if more managers at big corporations channeled some of the same magic that helped Tesla CEO Elon Musk and Amazon founder Jeff Bezos lead their startups to great success? Large companies are actually fertile ground for innovation;...
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by Lane Lambert
- 14 Sep 2021
- Blog Post
How to Support Your Employees’ Career Development
something you do like and focus on that.” This important step of pinpointing strengths can be achieved through assessments, but also through conversations with attentive managers. “Without any formal diagnostics, View Details
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All Industries
- 14 Sep 2021
- Blog Post
How to Support Your Employees' Career Development
something you do like and focus on that.” This important step of pinpointing strengths can be achieved through assessments, but also through conversations with attentive managers. “Without any formal diagnostics, View Details
- Web
For Organizations | Social Enterprise | Harvard Business School
focused Social Enterprise Executive Education programs, designed for social enterprise leaders. Driving Nonprofit Performance and Innovation Strategic Perspectives in Nonprofit Management The Public Education Leadership Program PELP...
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