front line employees - Publications - Faculty & Research

05 Sep 2023
Book

Thriving After Failing: How to Turn Your Setbacks Into Triumphs

economy, managers need to send the message that they support employees even when they make mistakes, she says. “Each and every one of us is a fallible human being. That’s not a choice or a judgment, that’s just a fact,” Edmondson says.... View Details

Keywords: by Michael Blanding

27 Sep 2018
Research & Ideas

Religion in the Workplace: What Managers Need to Know

communicated so people on the front line don’t have to decide how to work through these issues and make things up in the moment.” Muslim headscarf meets retailer’s dress code Sporting goods retailer... View Details

Keywords: by Dina Gerdeman; Food & Beverage; Apparel & Accessories

11 Apr 2023
Op-Ed

The First 90 Hours: What New CEOs Should—and Shouldn't—Do to Set the Right Tone

whether they’re staying or leaving. Also, schedule introductory conversations with key customers and employees. You may even want to approach some former employees or board members and ask for their insights. When you arrive, you should... View Details

Keywords: by John Quelch

Web

MBA Experience - Health Care

centers. This program provides a glimpse into the front lines of health care delivery. Mixers & Small Group Dinners Provide networking and community building opportunities with alumni, students, and the... View Details

31 Jan 2022
Research & Ideas

Where Can Digital Transformation Take You? Insights from 1,700 Leaders

tenets of effective leadership are familiar, but everything is happening much, much faster. And the task is not to cross the finish line and turn off the engine, but to get comfortable—as a leader and as a company—with this new pace and... View Details

Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards

16 Oct 2023
HBS Case

Advancing Black Talent: From the Flight Ramp to 'Family-Sustaining' Careers at Delta

largest employer for three decades. When Bastian took the helm as CEO of Delta Air Lines in 2016, he questioned why only 21 percent of the company’s 90,000 employees were Black, especially since the company... View Details

Keywords: by Lane Lambert; Air Transportation

07 Jul 2022
HBS Case

How a Multimillion-Dollar Ice Cream Startup Melted Down (and Bounced Back)

and in retail chains with lots and lots of stores, they use what are called co-packers, third-party factories, that will make ice cream to your specifications. That was always an option for Ample Hills.” Hiring a co-packer would have helped Ample Hills scale production... View Details

Keywords: by Pamela Reynolds

01 Apr 2024
In Practice

Navigating the Mood of Customers Weary of Price Hikes

Inflation remains front and center for consumers and businesses, which continue to reel from the double-digit rise in prices during the COVID-19 pandemic and the interest rate hikes designed to cool them. While price increases for goods... View Details

Keywords: by Rachel Layne; Retail; Consumer Products

Web

Negotiation, Organizations & Markets - Faculty & Research

when the co-partisan audience is strongly ideological (and so might have been expected to encourage undiscerning punishment). We thus suggest that reputation can make people more punitive, even in ambiguous situations, but does not diminish sensitivity to nuance. June... View Details

Web

Measure Outcomes & Cost for Every Patient - Institute For Strategy And Competitiveness

and other front line providers. Use of these measures in a payment system will also accelerate their implementation. Read More in Publications on Outcomes Measurement Read More About ICHOM Cost Measurement... View Details

2022
Working Paper

Politics at Work

By: Emanuele Colonnelli, Valdemar Pinho Neto and Edoardo Teso

We study how individual political views shape firm behavior and labor market outcomes. Using new micro-data on the political affiliation of business owners and private-sector workers in Brazil over the 2002–2019 period, we first document the presence of political... View Details

Keywords: Private Sector; Employees; Prejudice and Bias; Brazil

Citation

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19 May 2009
First Look

First Look: May 19, 2009

company experiences a crane accident with multiple fatalities. The CEO, a client, and an employee must make choices to meet the company's obligations. Set in 2006, the case looks at the choices faced by board members of a museum that is... View Details

Keywords: Martha Lagace

Web

Podcast - Business & Environment

commitments. He discusses the current challenges and opportunities in voluntary carbon markets, the role of businesses and governments in ensuring integrity, and how emerging trends—such as the blurring lines between voluntary and... View Details

03 Oct 2023
Research Event

Build the Life You Want: Arthur Brooks and Oprah Winfrey Share Happiness Tips

Brooks: My grandson. Goldberg: Yeah. Yeah. Having a baby right in front of you. Brooks: Yeah. Goldberg: Is a really-- [INAUDIBLE] especially when it's not your own baby, you know? Brooks: No. Grandparenting is wonderful in that way. It's... View Details

Keywords: by HBS Staff

02 Jun 2010
First Look

First Look: June 2

broad North American launch of its line of EVs, among the very first commercially available, highway-approved safe cars in the world that produced zero greenhouse gas tailpipe emissions. Purchase this... View Details

Keywords: Martha Lagace

08 Nov 2011
First Look

First Look: Nov. 8

judgments shape people's emotions and behaviors. This paper describes the causes and consequences of warmth and competence judgments; how, when, and why they determine significant professional and organizational outcomes, such as hiring, View Details

Keywords: Sean Silverthorne

01 Nov 2017
What Do You Think?

What Are the Real Lessons of the Wells Fargo Case?

Fargo was asking its sales force to sell 8 products (‘Going for gr-eight’) to customers that needed fewer products.” This was coupled, as Thomas Dean put it, “with high, high pressure on line employees to... View Details

Keywords: by James Heskett; Banking

18 Jan 2016
Research & Ideas

Hazard Warning: The Unacceptable Cost of Toxic Workers

Minor’s definition of a toxic worker isn’t the employee who is gratingly loud or who leaves her lunch in the office refrigerator until fossilized. He is focusing on employees who damage the company itself or... View Details

Keywords: by Roberta Holland

01 Sep 2023
News

Solving for Z

employee retention, engagement, and satisfaction, and filters it not only by age but by everything from career stage and line of business to ethnicity and sexual orientation. Breitfelder, meanwhile, solicits... View Details

Keywords: Alexander Gelfand; Illustrations by Doug Chayka; Administration of Human Resource Programs; Government

17 Apr 2022
Book

How to Avoid the 'Ethical Slide' That Leads Companies Astray

opportunity, motivation, and rationalization, and typically can be seen through measures of at least five types of misconduct: abuse, lying to employees, discrimination, health and safety violations, and stealing. Worldwide, 20 percent of View Details

Keywords: by Lane Lambert

Publications