Publications
Publications
Show Results For
- All HBS Web
(3,258)
- Faculty Publications (571)
- 2018
- Simulation
Financial Analysis Simulation: Data Detective
By: Suraj Srinivasan and V.G. Narayanan
In this simulation, students learn to identify typical industry characteristics revealed in financial data. Equipped with an interactive and flexible set of tools, students analyze disguised financials and—using their knowledge of operational practices and reasoning... View Details
- 2018
- Working Paper
Fostering Positive Team Relational Dynamics: The Power of Interaction Scripts as a Resource for Change
By: Michael Lee, Melissa Mazmanian and Leslie Perlow
- June 2018
- Article
Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged
By: Clarence Lee, Elie Ofek and Thomas Steenburgh
We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across... View Details
- March 2018 (Revised September 2020)
- Background Note
Short Note on Game Theory
By: Eric Van den Steen and Dennis Yao
This note provides a very concise (2 page) introduction to game theory. View Details
- March 2018 (Revised June 2018)
- Case
Knowledge Sharing at REMA 1000 (A)
By: Tatiana Sandino and Olivia Hull
A year after Norwegian grocery chain REMA 1000 adopted Workplace, Facebook’s enterprise social network, Chief Human Resource Officer Tore Høylie is asked to evaluate its impact on company culture and communication. Almost 90% of the workforce is engaged with the... View Details
- March 2018
- Exercise
Does It Hurt To Ask?
Does It Hurt To Ask? (DIHTA) is an interactive exercise that pairs students (in groups of two) for a brief, spontaneous, open-ended conversation during class. Each student is given instructions to ask many questions (as many as possible) or few questions (ideally zero)... View Details
- March 2018
- Article
Enacting Knowledge Strategy Through Social Media: Passable Trust and the Paradox of Non-work Interactions
By: Tsedal Neeley and Paul Leonardi
Despite the recognition that knowledge sharing among employees is necessary to enact knowledge strategy, little is known about how to enable such sharing. Recent research suggests that social media may promote knowledge sharing because they allow social lubrication and... View Details
- 2018
- Working Paper
Thanks for Nothing: Expressing Gratitude Invites Exploitation by Competitors
By: Jeremy Yip, Kelly Kiyeon Lee, Cindy Chan and Alison Wood Brooks
Previous research has revealed that expressing gratitude motivates prosocial behavior in cooperative relationships. However, expressing gratitude in competitive interactions may operate differently. Across five studies, we demonstrate that individuals interacting with... View Details
- February 2018 (Revised October 2019)
- Case
HubSpot and Motion AI: Chatbot-Enabled CRM
By: Jill Avery and Thomas Steenburgh
HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software platform that enabled companies to easily build and deploy chatbots, fueled by artificial intelligence, to interact... View Details
Keywords: CRM; Sales Management; Customer Service; Artificial Intelligence; B2B Vs. B2C; Business Marketing; SaaS; Marketing; Marketing Strategy; Brands and Branding; Customer Focus and Relationships; Sales; Salesforce Management; Technological Innovation; Applications and Software; Customer Relationship Management; AI and Machine Learning; Technology Industry; Service Industry; United States; North America
- January 29, 2018
- Article
How to Build Trust with Colleagues You Rarely See
By: Tsedal Neeley
Building trust is key to success for any organization. But that can be tricky when it comes to colleagues that you only interact with virtually. What does it take to build trust when you can’t meet in person? In this piece, the author suggests that professionals should... View Details
- January 2018 (Revised January 2021)
- Background Note
Customer Lifetime Social Value (CLSV)
By: Elie Ofek, Barak Libai and Eitan Muller
One of the hallmarks of the digital revolution is the rise of the socially connected consumer. Concomitantly, the ability of companies to affect and measure the social interactions among customers has grown tremendously. Consequently, in assessing the full value of... View Details
- 2018
- Chapter
Organizational Remedies for Discrimination
By: R. Ely and A. Feldberg
Laws now exist to protect employees from blatant forms of discrimination in hiring and promotion, but workplace discrimination persists in latent forms. These “second-generation” forms of bias arise in workplace structures, practices, and patterns of interaction that... View Details
- January–February 2018
- Article
Some Customers Would Rather Leave Without Saying Goodbye
By: Eva Ascarza, Oded Netzer and Bruce G.S. Hardie
We investigate the increasingly common business setting in which companies face the possibility of both observed and unobserved customer attrition (i.e., “overt” and “silent” churn) in the same pool of customers. This is the case for many online-based services where... View Details
- Comment
Which Accusations Stick?
The social function of witchcraft accusations remains opaque. An empirical study of Chinese villagers shows that the label ‘z hu’ influences who interacts across a social network, but appears not to tag defectors in service of promoting cooperation. An open question... View Details
- December 2017
- Article
Discordant vs. Harmonious Selves: The Effects of Identity Conflict and Enhancement on Sales Performance in Employee-Customer Interactions
By: Lakshmi Ramarajan, Nancy Rothbard and Steffanie Wilk
Across multiple studies, we examine how identity conflict and enhancement within people affect performance in tasks that involve interactions between people through two mechanisms: role-immersion, operationalized as intrinsic motivation, and role-taking,... View Details
- November 2017 (Revised June 2019)
- Case
JOE & THE JUICE Crosses the Atlantic (with video link)
By: Ethan Rouen and Suraj Srinivasan
As JOE & THE JUICE began its rapid U.S. expansion in 2017, its founder and CEO, Kaspar Basse, fretted about how he could keep his employees feeling like they were doing meaningful work. Founded in 2001, JOE & THE JUICE had always focused on making healthy juices,... View Details
- Article
Why Every Organization Needs an Augmented Reality Strategy
By: Michael E. Porter and James E. Heppelmann
While the physical world is three-dimensional, most data is trapped on two-dimensional pages and screens. This gulf between the real and digital worlds prevents us from fully exploiting the volumes of information now available to us. Augmented reality (AR), a set of... View Details
- 2017
- Working Paper
Deep Help in Complex Project Work: Guiding and Path-Clearing Across Difficult Terrain
By: Colin M. Fisher, Julianna Pillemer and Teresa M. Amabile
How do teams working on complex projects get the help they need? Our qualitative investigation of the help provided to project teams at a prominent design firm revealed two distinct helping processes, both characterized by deep, sustained engagement that far exceeds... View Details
- October 2017
- Article
Elevating Repositioning Costs: Strategy Dynamics and Competitive Interactions
By: Anoop R. Menon and Dennis Yao
This paper proposes an approach for modeling competitive interactions that incorporates the costs to firms of changing strategy. The costs associated with strategy modifications, which we term “repositioning costs,” are particularly relevant to competitive interactions... View Details
- September–October 2017
- Article
Blurring the Boundaries: The Interplay of Gender and Local Communities in the Commercialization of Social Ventures
By: Stefan Dimitriadis, Matthew Lee, Lakshmi Ramarajan and Julie Battilana
This paper examines the critical role of gender in the commercialization of social ventures. We argue that cultural beliefs about what is perceived to be appropriate work for each gender influence how founders of social ventures incorporate commercial activity into... View Details
Keywords: Community; Cultural Beliefs; Social Enterprise; Gender; Local Range; Commercialization; Culture