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- All HBS Web (859)
- Faculty Publications (133)
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- 20 Jan 2010
- First Look
First Look: Jan. 20
strategy, creating high levels of customer satisfaction, or motivating people to navigate complex matrix organizations. Download the paper: http://www.hbs.edu/research/pdf/10-051.pdf Substitution Patterns of the Random Coefficients Logit... View Details
Keywords: Martha Lagace
- 21 Apr 2015
- First Look
First Look: April 21
Campaign and the Upside of CEO Activism By: Chatterji, Aaron, and Michael Toffel Abstract—When Starbucks CEO Howard Schultz asked his baristas to engage customers in a discussion about race in America, it was a clear case of the growing... View Details
Keywords: Carmen Nobel & Sean Silverthorne
- 16 May 2023
- In Practice
After Silicon Valley Bank's Flameout, What's Next for Entrepreneurs?
Entrepreneurship Jeffrey Bussgang: Expect R&D investment to be curtailed The SVB collapse had a profound impact on the startup ecosystem. SVB has been a trusted and beloved partner to startup founders and VCs for 40 years. My firm, Flybridge, has been a loyal SVB... View Details
- 10 Jun 2014
- First Look
First Look: June 10
to 67.5% of standard. Customers who observed employees engaged in labor perceived greater effort, appreciated that effort, and valued the service more. Employees who observed customers felt more appreciated... View Details
Keywords: Sean Silverthorne
- 03 May 2016
- First Look
First Look, May 3, 2016
employee perceptions of employment security. In particular, we exploit exogenous state-level changes in unemployment insurance benefits and test for partial unwinding of prior upward earnings management when benefits increase. An increase... View Details
Keywords: Sean Silverthorne
- Research Summary
Overview
The overarching goal of my research is to produce works that are influential and informative to both academics and practitioners in the field of operations management. To accomplish this, I collaborate with industry partners who provide knowledge about their field,... View Details
- 23 Sep 2014
- First Look
First Look: September 23
individuals, and a purely peer-based performance review and stack ranking. As customer demand and market forces draw Valve into hardware in 2013, Valve questions whether their organizational model will need to change as it expands from... View Details
Keywords: Sean Silverthorne
- 08 Sep 2014
- Research & Ideas
The Strategic Way To Hire a Sales Team
integral to strategy execution, and Costco, where low price and product availability make selling activities less complex and variable. Or, more generally, think again about transaction versus solution customers in your pipeline,... View Details
Keywords: by Carmen Nobel
- 06 Dec 2022
- Research & Ideas
Latest Isn’t Always Greatest: Why Product Updates Capture Consumers
associate professor at the University of Chicago. Consumers put on blindfolds The researchers performed dozens of experiments, using products ranging from gummy candy to dictionaries, and testing out labels such as “newer version,”... View Details
- 23 Jun 2015
- First Look
First Look: June 23, 2015
Abstract—Sarcasm is ubiquitous in organizations. Despite its prevalence, we know surprisingly little about the cognitive experiences of sarcastic expressers and recipients or their behavioral implications. The current research proposes and View Details
Keywords: Sean Silverthorne
- 09 Nov 2021
- Research & Ideas
The Simple Secret of Effective Mentoring Programs
company that operates a call center in which workers handle customer inquiries about purchasing new digital products and services, including phone, TV, and internet service. Though the company already had a robust training program in... View Details
Keywords: by Jay Fitzgerald
- 09 Mar 2003
- Research & Ideas
Six Keys to Building New Markets by Unleashing Disruptive Innovation
refinements or radical breakthroughs, improve the performance of established products and services along the dimensions that mainstream customers in major markets historically have valued. Examples: a microprocessor that enables personal... View Details
- 09 Jul 2020
- Research & Ideas
It’s Time to Reset Decision-Making in Your Organization
price decreases segmented by customer and channel. Another hallmark of stressful situations is that they can lead to paralysis and inaction, what Nathan Furr calls “unproductive uncertainty.” He recommends three strategies for... View Details
Keywords: by Boris Groysberg and Sarah Abbott
- 06 Apr 2010
- First Look
First Look: April 6
were making decisions that made them more acceptable to customers given the particular social, cultural, and economic contexts within which they were embedded. Ownership Structure and the Cost of Corporate Borrowing Authors: Chen Lin, Yue... View Details
Keywords: Martha Lagace
- 20 Dec 2022
- Op-Ed
Employee Feedback: The Key to Retention During the Great Resignation
isolating at home, the remaining workers asked for KN95 masks, better testing protocols, and the right to turn away illegally unmasked customers. These requests were flatly refused—a surprising response from a company whose founder,... View Details
Keywords: by Michael Beer
- 19 Apr 2004
- Research & Ideas
Birth of the American Salesman
nation developed organized sales forces to the same degree as the United States by the early twentieth century. For the average salesman, used to traveling more or less on his own (and at that time, almost all were male), this meant a number of changes. Now his routes... View Details
Keywords: by Laura Linard
- 26 Apr 2022
- Book
What Does Your Business Stand For? Why Building Trust Starts with Purpose
were waiting for a business meeting and were wrongly accused of loitering at a Starbucks store. “We work to create a warm, welcoming environment in our stores for every customer that visits Starbucks, and on that day in Philadelphia, we... View Details
Keywords: by Ranjay Gulati
- 21 Jun 2022
- HBS Case
Free Isn’t Always Better: How Slack Holds Its Own Against Microsoft Teams
co-authors include 2021 graduates Kriti Gupta, Mehek Punatar, Poonam Sacheti, and Poorvi Vijay. Microsoft’s scale vs. Slack’s customer engagement On paper, Microsoft appears to have the upper hand. During the two-year period the case... View Details
- 14 Jan 2019
- Op-Ed
These 4 CEOs Created a New Standard of Leadership
for the multi-stakeholder approach. In 2011, he told shareholders, “My job is not to serve shareholders, but to serve Unilever’s customers and consumers.” He then suspended quarterly earnings reporting, enabling executives to concentrate... View Details
- 12 Apr 2016
- First Look
April 12, 2016
customers rather than take possession of and responsibility for the products or services in question, they have inherently low cost structures and fat gross margins. They are highly defensible once established, owing to network effects.... View Details
Keywords: Sean Silverthorne