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Show Results For
- All HBS Web
(4,639)
- People (13)
- News (1,427)
- Research (2,673)
- Events (8)
- Multimedia (6)
- Faculty Publications (1,699)
- 24 Feb 2022
- Blog Post
African American Student Union Spotlight on the Public Sector
your unique professional experience in the public sector at HBS? I have worked on some of the most complex operating challenges facing governments to date, including lack of public trust, deteriorating View Details
- 01 Jun 2003
- News
Research Center Opens in Paris
In March, official opening ceremonies were held in Paris for the European Research Center (ERC). The center, which has been operational since spring 2002, is part of the School’s ongoing commitment to create intellectual capital worldwide... View Details
- 2013
- Working Paper
The Dirty Laundry of Employee Award Programs: Evidence from the Field
By: Timothy Gubler, Ian I. Larkin and Lamar Pierce
Many scholars and practitioners have recently argued that corporate awards are a "free" way to motivate employees. We use field data from an attendance award program implemented at one of five industrial laundry plants to show that awards can carry significant... View Details
Keywords: Motivation and Incentives; Service Delivery; Performance Productivity; Failure; Service Industry
Gubler, Timothy, Ian I. Larkin, and Lamar Pierce. "The Dirty Laundry of Employee Award Programs: Evidence from the Field." Harvard Business School Working Paper, No. 13-069, February 2013.
- 01 Jun 2023
- News
Action Plan: Net Proceeds
“I’m a root-cause kind of guy,” says Robert Goodwin (GMP 3, 2007), reflecting on a military, government, and civilian career that has taken him from counterdrug operations in Colombia to assisting with the peace process in Sudan to rebuilding the health care system in... View Details
- January 2001 (Revised January 2004)
- Case
Ninth House: e-Learning Software
By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Jeff Snipes, CEO of the Ninth House Network, a San Francisco-based E-Learning company, considers a strategy shift to address a recent slump in sales and to attract more customers. The revised strategy would require creating shorter, more directed content that could be... View Details
Keywords: Internet and the Web; Service Operations; Organizational Structure; Groups and Teams; Corporate Strategy; Organizational Culture; Learning; Sales; Service Delivery; Entrepreneurship; Service Industry; Service Industry; Service Industry; San Francisco
Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Ninth House: e-Learning Software." Harvard Business School Case 601-047, January 2001. (Revised January 2004.)
- 01 Mar 2014
- News
Case Study: Gazelle's New Predators
(MBA 1994) "For a pioneering intermediary like Gazelle, there are in principle two ways (not mutually exclusive) to sustain its advantage over the late but numerous entrants. One is to create network effects by moving to a marketplace intermediation model. The other is... View Details
- October 1999 (Revised January 2000)
- Case
Alaska Airlines: For the same price, you just get more...
Alaska Airlines grapples with the issue of whether or not advanced use of technology to enable its customers to serve themselves (self-service) in certain airport functions will help it to achieve competitive advantage. View Details
Hallowell, Roger H. "Alaska Airlines: For the same price, you just get more..." Harvard Business School Case 800-004, October 1999. (Revised January 2000.)
- Profile
Tuce Zengin Van den Eynde
leadership training with G.E. — a high-level program that took her to Istanbul, London, and Paris — Tuce experienced a significant shift in scale when her FIELD 2 assignment took her team to Chennai, India, where they advised a... View Details
- 19 Apr 2023
- News
How to Turn Around a Toxic Workplace Culture
- 01 Mar 2019
- News
Case Study: Off to a Fine Art
“It’s been a great boost, and top-line results followed.” What’s ahead: Last spring the company raised $15 million in Series B funding, which will help GAIA expand into other densely populated urban areas in Mexico, as well as on the mobile and retail fronts. The... View Details
Keywords: Jen McFarland Flint
- 01 Dec 2022
- News
Built to Last
Dallas or Succession,” says Weisiger, who started out working in a company warehouse at the age of 14. While those backstabbing, dynastic stories dominate popular imagination, operating outside the pressure of the quarterly earnings... View Details
- 09 Jan 2006
- Research & Ideas
What Really Drives Your Strategy?
specifics are determined lower down in the organization. Even if you get the plan right, implementing it is a whole other project. Some of Clark's research in the book deals with the extent to which the operating organization also has to... View Details
Keywords: by Martha Lagace
- 29 Apr 2008
- Research Event
Venture Capital
capital firms strategize and differentiate. Global strategy—a new form of herd behavior? How to scale up the partnership to the global operations level. Protecting venture capital View Details
- Web
Online Transforming Customer Experiences Course | HBS Online
Enroll Now Key Concepts Design a defined, service-driven value proposition Understand sustainable pricing, the service-profit chain, and customer journeys Motivate employees to deliver exceptional, mission-aligned services by leveraging... View Details
- 01 Feb 2002
- News
If You're #1, Watch Out
earn. Typically when this happens, the components and subsystems are the things that become not good enough - and that's where attractive profits get made. An example is the computer industry, where profit shifted from manufacturers down to View Details
- July 1994 (Revised January 1997)
- Case
Steamboat Ski & Resort Corporation
The largest ski resort in Colorado must determine how to select customer segments to focus its promotional and service-delivery efforts. Making segmentation work depends on reordering its pricing policy and "service packages." View Details
Rayport, Jeffrey F., Mary E. Callahan, Don Bramley, Katie King, and Hilary Nicholas. "Steamboat Ski & Resort Corporation." Harvard Business School Case 395-019, July 1994. (Revised January 1997.)
- March 2018 (Revised February 2020)
- Teaching Note
Improving Access at VA
By: Ryan W. Buell and Robert S. Huckman
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
- 12 Jul 2010
- Research & Ideas
Rocket Science Retailing: A Practical Guide
Harvard Business School, where he teaches courses in supply chain management, service operations, and the investor's perspective on operations to MBA students and executive education participants. Fisher,... View Details
- 22 Jul 2024
- News
Viral Marketing’s Early Muse
Illustration by John Weber In 2008, Canadian musician Dave Carroll saw United Airlines employees manhandling his $3,500 Taylor guitar on the tarmac in Chicago. When he arrived at his destination, the guitar was in pieces. Carroll contacted United customer service... View Details
- November 2016 (Revised August 2020)
- Case
Improving Access at VA
By: Ryan W. Buell, Robert S. Huckman and Sam Travers
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States
Buell, Ryan W., Robert S. Huckman, and Sam Travers. "Improving Access at VA." Harvard Business School Case 617-012, November 2016. (Revised August 2020.)