Publications

spring 1991
Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett

Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details

Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry

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20 Oct 2015
Blog Post

Alumni: Where Are They Now? Featuring Bryan Guerra...

(Building and Sustaining a Successful Enterprise), which incidentally, is a course that I never actually got to take while I studied here. So, it's fortunate now that I have this unique opportunity to work directly with the course content and with Professor... View Details

Keywords: Technology

01 Oct 2014
Working Paper Summaries

Who Runs the International System? Power and the Staffing of the United Nations Secretariat

Keywords: by Paul Novosad & Eric Werker

The Treasure You Seek: A Guide to Developing and Leveraging Your Leadership Capital

Most leadership books are written for people who are already labeled as “leaders”—corporate execs, high-ranking managers, entrepreneurs. They may not speak to the underrepresented young person or uncommon experienced person with a dream to create change in the... View Details

February 2021
Case

Enterprise Agility at Komerční Banka

By: Euvin Naidoo, Suraj Srinivasan and Sarah Gulick

In 2017, Jan Juchelka, the new CEO of Komerční Banka, identified the need for the bank to start an enterprise wide agile transformation. He started by working to create a sense of urgency to kick-start a process to enable the level of service delivery to customers he... View Details

Keywords: Agile; Agility; Transformation; Organizational Structure; Business Headquarters; Management Analysis, Tools, and Techniques; Management Systems; Banking Industry; Czech Republic

27 Oct 2011
Research & Ideas

Horrible Boss Workarounds

company or team goals from the get-go. "Empowerment can happen only when there's a consensus on goals and an agreement that certain standards have to be met," Kanter says. "If there isn't... View Details

Keywords: by Carmen Nobel

09 Jul 2010
Working Paper Summaries

The Limits of Nonprofit Impact: A Contingency Framework for Measuring Social Performance

Keywords: by Alnoor Ebrahim & V. Kasturi Rangan

April 2018 (Revised September 2019)
Case

Shanda Family Office

By: Christopher Malloy, Lauren Cohen and Essie Alamsyah

Tianqiao Chen, founder and CEO of Shanda Group, has set up his family office in the U.S. in 2016 after exiting from Shanda's Internet games business in China in 2014, again pioneering an unconventional approach to the management of a family office. View Details

Keywords: Family Business; Management; Strategy; Investment; Goals and Objectives; China; United States

September 2016
Article

The Effect of Target Difficulty on Target Completion: The Case of Reducing Carbon Emissions

By: Ioannis Ioannou, Shelley Xin Li and George Serafeim

Targets are an integral component of management control systems and play a significant role in achieving desirable performance outcomes. We focus on a key environmental performance objective—reduction of carbon emissions—as a setting in which to examine how target... View Details

Keywords: Sustainability; Target-setting; Management Accounting; Management Accounting And Control Systems; Control Systems; Sustainable Development; Environment; Goals and Objectives; Climate Change; Management Systems; Accounting; Environmental Sustainability

Program

Developing Yourself as a Leader—Virtual

Collect, Elicit) leadership self-development model to increase professional influence and impact Build self-awareness and understanding around your leadership profile and trajectory Design a development path that nurtures relevant skill View Details

Learning in Action: A Guide to Putting the Learning Organization to Work

Most managers today understand the value of building a learning organization. Their goal is to leverage knowledge and make it a key corporate asset, yet they remain uncertain about how best to get started. What they lack are guidelines and tools that transform abstract... View Details

07 Jun 2016
First Look

June 7, 2016

avoidance (Slemrod, 2004; Crocker and Slemrod, 2005; Chen and Chu, 2005) by showing that increases in institutional ownership are associated with increases in tax avoidance. Using the Russell index reconstitution setting to isolate... View Details

Keywords: Sean Silverthorne

March 2011
Article

Talking Past Each Other?: Cultural Framing of Skeptical and Convinced Logics in the Climate Change Debate

By: Andrew J. Hoffman

This article analyzes the extent to which two institutional logics around climate change—the climate change “convinced” and the climate change “skeptical” logics—are truly competing or talking past each other in a way that can be described as a logic schism. Drawing on... View Details

Keywords: Climate Change; Values and Beliefs; Cognition and Thinking; News; Conflict and Resolution

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July 16, 2016
Article

A Game Theoretic Model for Resource Allocation Among Countermeasures with Multiple Attributes

By: Elisabeth C. Paulson, Igor Linkov and Jeffrey Keisler

We study a strategic, two-player, sequential game between an attacker and defender. The defender must allocate resources amongst possible countermeasures and across possible targets. The attacker then chooses a type of threat and a target to attack. This paper proposes... View Details

Keywords: Resource Allocation; Game Theory; Strategy

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December 2018
Case

Bata versus Relaxo—Analyzing Performance

By: Suraj Srinivasan, Iris Leung and Quinn Pitcher

Set in 2016, “Bata India versus Relaxo—Analyzing Performance” compares the strategies and financial performance of two Indian footwear companies. Bata India had long been the market leader in footwear in India, but its leading market position was being challenged by... View Details

Keywords: Finance; Strategy; Operations; Performance Evaluation; Financial Statements; Analysis; Apparel and Accessories Industry

October 2015 (Revised October 2016)
Case

Building Watson: Not So Elementary, My Dear! (Abridged)

By: Willy C. Shih

This case is set inside IBM Research's efforts to build a computer that can successfully take on human challengers playing the game show Jeopardy! It opens with the machine named Watson offering the incorrect answer "Toronto" to a seemingly simple question during the... View Details

Keywords: Analytics; Big Data; Business Analytics; Product Development Strategy; Machine Learning; Machine Intelligence; Artificial Intelligence; Product Development; AI and Machine Learning; Information Technology; Analytics and Data Science; Information Technology Industry; United States

26 Sep 2017
Blog Post

A Summer Internship with the International Rescue Committee

In November of 2015 I set in the upper deck of Faneuil Hall in Boston, looking on as300 people from 80 countries congregated to take their oath as the newest crop of US citizens. Among them was my girlfriend, now fiancé, who had navigated... View Details

26 Jun 2000
Research & Ideas

What’s an Internet Business Model? Ask a Health Care Professional

from the people they set out to serve. "The way a traditional relationship works makes you jump through hoops to fill out the paperwork. We go to providers and say, 'Set your own rate, set a fair rate, View Details

Keywords: by Martha Lagace; Health

July 1995
Background Note

Managerial Duties and Business Law

By: Joseph L. Badaracco Jr. and Jerry Useem

Consists of excerpts from Principles of Corporate Governance, a set of legal guidelines that enumerates the principal duties of corporate managers and directors, including fiduciary duty, duty of care, and duty of fair dealing. Also addresses legal obligations relating... View Details

Keywords: Ethics; Corporate Governance; Retention; Common Law; Business or Company Management; Goals and Objectives; Managerial Roles