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  • 2023
  • Working Paper

Rapport in Organizations: Evidence from Fast Food

By: Achyuta Adhvaryu, Parker Howell, Anant Nyshadham and Jorge Tamayo
Common identity often provides a foundation for workplace rapport. Though gender is perhaps the most frequently studied dimension of identity among workers, little is known about how gender match between managers and their workers might affect team performance. Using... View Details
Keywords: Management; Relationships; Gender; Labor and Management Relations; Organizational Change and Adaptation; Employees; Food and Beverage Industry; Colombia
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    W. Earl Sasser

    Earl Sasser is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University of North Carolina in 1967, and a Ph.D. in... View Details

    Keywords: education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry
    • 22 Nov 2016
    • First Look

    November 22, 2016

    economies, many business enterprises defy traditional industry boundaries. In this study, we evaluate six "big data" approaches to peer firm identifications and show that some, but not all, "wisdom-of-crowd" techniques perform... View Details
    Keywords: Sean Silverthorne

      Ryan W. Buell

      Ryan W. Buell is a Professor of Business Administration in the Technology and Operations Management Unit at Harvard Business School. He teaches View Details

      Keywords: e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry
      • 2019
      • Working Paper

      The Customer May Not Always Be Right: Customer Compatibility and Service Performance

      By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
      This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
      Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Banking Industry
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      • February 2017
      • Case

      Yemeksepeti: Growing and Expanding the Business Model through Data

      By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
      In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin... View Details
      Keywords: Entrepreneurial Management; Entrepreneurial Ventures; Turkey; Big Data; Customer Focused Organization; Service Management; Continuous Improvement; Data Analysis; Internet; Growth Strategy; Technological Change; Information Systems; Entrepreneurship; Corporate Strategy; Analytics and Data Science; Analysis; Customer Focus and Relationships; Emerging Markets; Service Operations; Competitive Advantage; Performance Improvement; Internet and the Web; Growth and Development Strategy; Information Technology; Value Creation; Food and Beverage Industry; Turkey
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      • 28 Jan 2019
      • Research & Ideas

      Forget Cash. Here Are Better Ways to Motivate Employees

      types of work Cash rewards are best suited as a motivator for work that is measured quantitatively, Whillans says. Many studies of the service and sales industries show that cash rewards lead to increased sales and improved customer... View Details
      Keywords: by Dina Gerdeman
      • 16 Nov 2016
      • Research & Ideas

      Turning One Thousand Customers into One Million

      customers in a particular locale. Analyzing their successes, they distilled the factors down to a few, among them density of restaurants and nightlife, destination for holidays and events, availability of strong sports franchises, and... View Details
      Keywords: by Thales S. Teixeira and Michael Blanding; Retail; Transportation; Accommodations
      • 10 Jan 2024
      • Research & Ideas

      Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

      percent or less for bad service. That was the expectation up until COVID.” However, “post-COVID,” as businesses came back from pandemic-induced lockdowns, consumer behavior shifted. “Consumers started to realize the value of waitstaff when the View Details
      Keywords: by Anna Lamb, Harvard Gazette
      • 28 Feb 2022
      • Research & Ideas

      How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

      Hotels, restaurants, and other businesses in the service industry often thrive or die depending on whether they provide exemplary customer service, but new research shows that the color of a customer’s skin can determine whether the... View Details
      Keywords: by Pamela Reynolds
      • Web

      HBS - The year in Review

      dining services suppliers, the long-standing contract with Restaurant Associates (RA) was extended. Restaurant Associates’ approach to service and hospitality, including the culture of hospitality,... View Details
      • 01 Mar 2024
      • News

      In Harmony

      the days before institutionalized tutoring schools, he explains—today a $20 billion industry in Korea. “My father had a strict military background and told me to learn English by reading books,” he recalls. When Kim reported that he could... View Details
      Keywords: Julia Hanna; photographs by Jun Michael Park; private equity; fiction; financial crisis; leadership; Korea

        William A. Sahlman

        William Sahlman is a Baker Foundation Professor of Business Administration at Harvard Business School.

        Mr. Sahlman received an A.B. degree in Economics from Princeton University (1972), an M.B.A. from Harvard University (1975), and a Ph.D. in Business... View Details

        Keywords: e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry

          Paige Tsai

          Paige Tsai is PhD candidate in the Technology and Operations Management Unit at Harvard Business School. Her research broadly examines the effects of job design on employees. Her current projects explore the financial and well-being effects of holding multiple jobs,... View Details
          Keywords: service industry; service industry; service industry; service industry

            Brian J. Hall

            Brian J. Hall is the Albert H. Gordon Professor of Business Administration at Harvard Business School. He served as the Unit Head for the Negotiation, Organizations and Markets (NOM) Unit for 14 years. Previously, he was an assistant professor of economics in the... View Details

            Keywords: accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry; accounting industry
            • 16 Jun 2020
            • Research & Ideas

            Your Customers Have Changed. Here's How to Engage Them Again.

            needs. The velocity or rate of adaption that firms need to adjust to a new directional reality will depend on customer demand. Industries with decreasing customer demand—offline entertainment, hospitality, real estate, View Details
            Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service
            • June 2017 (Revised December 2017)
            • Case

            CJ E&M: KCON Goes Global

            By: Elie Ofek and Michael Norris
            In January of 2017, CJ Entertainment & Media (E&M) proudly announced that it will be holding its first ever KCON in Mexico City just two months later. CJ Group Chairman Jay Lee and Vice Chairwoman Miky Lee are pleased at the progress that KCON, a Korean-oriented music... View Details
            Keywords: Music Entertainment; Cultural Entrepreneurship; Growth and Development Strategy; Food; Music Industry; Music Industry; Music Industry
            Related
            • 07 Jul 2021
            • Book

            Good News for Disgraced Companies: You Can Regain Trust

            take this seriously, it can be done." “Michelin wasn’t just being collaborative for the sake of being collaborative,” Sucher and Gupta write. “Its instincts were excellent.” Michelin is once again known for its restaurant ratings and... View Details
            Keywords: by Lane Lambert
            • 01 Dec 2023
            • News

            Drop Everything, Read This

            couched in the story of the rise of the restaurant Eleven Madison Park. —Ted Seides (MBA 1999) In Kelly Link’s latest collection of short stories, White Cat, Black Dog, the Pulitzer Prize finalist masterfully rewrites folk tales. I called... View Details
            Keywords: Publishing Industries (except Internet); Publishing Industries (except Internet)
            • Web

            Entrepreneurial Management Curriculum - Faculty & Research

            the Pyramid (also listed under General Management) Benjamin N. Roth , Natalia Rigol Spring 2026 Q3Q4 3.0 Challenges and Opportunities in the Restaurant Industry (also listed under General Management) Michael... View Details