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Show Results For
- All HBS Web
(6,791)
- People (1)
- News (2,507)
- Research (3,695)
- Events (51)
- Multimedia (75)
- Faculty Publications (2,665)
- 17 Dec 2020
- News
Making Club History in Japan; Startup Accelerator Case Goes Virtual in Atlanta
Clubs News Clubs News Tanaka Named First Woman President of HBS Club of Japan Wakana Tanaka (MBA 2003) Wakana Tanaka (MBA 2003) Wakana Tanaka (MBA 2003) made HBS history in August when she became the first woman to be elected president of the HBS Club of Japan. Tanaka,... View Details
Keywords: Margie Kelley
- November 2015 (Revised January 2017)
- Case
Uber: Changing the Way the World Moves
By: Youngme Moon
In 2015, Uber is building what may be the largest point-to-point transportation network of its kind; it is literally changing the way the world moves. But unlike traditional transportation logistics companies like FedEx, Uber has an incredibly lightweight... View Details
Keywords: Service; Innovation; Pricing; Customer Loyalty; Uber; Taxi; Sharing Economy; On-demand Economy; Marketing; Operations; Strategy; Disruption; Customer Satisfaction; Transportation; Consumer Behavior
Moon, Youngme. "Uber: Changing the Way the World Moves." Harvard Business School Case 316-101, November 2015. (Revised January 2017.)
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- 18 May 2020
- News
Prepping for an Interview?
- October 1982 (Revised May 1992)
- Case
Johnson & Johnson: The Tylenol Tragedy
In October 1982, Johnson & Johnson was confronted with a major crisis when seven deaths were attributed to poisoned Tylenol. The case reviews the facts as known a week after the incident occurred, and raises a wide range of questions regarding consumer behavior,... View Details
Keywords: Consumer Behavior; Corporate Social Responsibility and Impact; Competitive Strategy; Crisis Management; Health Care and Treatment; Pharmaceutical Industry
Greyser, Stephen A. "Johnson & Johnson: The Tylenol Tragedy." Harvard Business School Case 583-043, October 1982. (Revised May 1992.)
- 2011
- Book
The Progress Principle: Using Small Wins to Ignite Joy, Engagement, and Creativity at Work
By: Teresa M. Amabile and Steve J. Kramer
The most effective managers have the ability to build a cadre of employees who have great inner work lives-consistently positive emotions; strong motivation; and favorable perceptions of the organization, their work, and their colleagues. The worst managers undermine... View Details
Keywords: Creativity; Interpersonal Communication; Employee Relationship Management; Leadership; Performance Effectiveness; Emotions; Motivation and Incentives; Groups and Teams; Collaborative Innovation and Invention; Innovation Leadership; Working Conditions; Management Practices and Processes; Management Skills; Mission and Purpose; Organizational Culture; Performance Productivity; Attitudes; Behavior; Happiness; Perception; Trust; Time Management; Resource Allocation; Business or Company Management; Goals and Objectives; Managerial Roles
Amabile, Teresa M., and Steve J. Kramer. The Progress Principle: Using Small Wins to Ignite Joy, Engagement, and Creativity at Work. Harvard Business Review Press, 2011.
- Program
OPM Renew
connections through cross-cohort collaboration. Details Broaden your global perspective and entrepreneurial leadership skills Learn how innovative global operators are changing buyer behavior and transforming bold ideas into new products... View Details
- 26 Mar 2019
- First Look
New Research and Ideas, March 26, 2019
March 2019 Organizational Behavior and Human Decision Processes Thin Slices of Workgroups By: Satterstrom, Patricia, Jeffrey T. Polzer, Lisa Kwan, Oliver P. Hauser, Wannawiruch Wiruchnipawan, and Marina Burke Abstract—In this paper, we... View Details
Keywords: Dina Gerdeman
- 08 Sep 2022
- Book
Gen Xers and Millennials, It’s Time To Lead. Are You Ready?
Bill George boasts long and successful executive stints at Honeywell, Litton Industries, and Medtronic—plus, he coined the term “authentic leadership.” Now, he says he and his fellow Baby Boomers need to pass the torch to a new generation of leaders who can learn to... View Details
Keywords: by Lane Lambert
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
engage them? How should firms adjust? What is clear in the COVID-deaccession is that this change in customer behavior is pushing firms into a new “directional reality.” Firms need to adapt to shifting customer wants by engaging a more... View Details
- 12 Apr 2022
- Research & Ideas
Swiping Right: How Data Helped This Online Dating Site Make More Matches
objective criteria such as price or venue. But what happens when emotion fuels the process? Could it increase efficiency and engagement? Edward McFowland III, assistant professor at Harvard Business School, and his coauthors examine this matchmaking View Details
Keywords: by Kara Baskin
- Web
People - Advancing Racial Equity
Faculty, Stern School of Business, NYU Jen Eliason Associate Director, Diversity, Inclusion, and Belonging George Ellis MBA 1984; VP Supply Chain Solutions, Chemonics International Robin Ely Faculty / Organizational Behavior and Chair,... View Details
- Blog
What Can You Do to Foster Gender Equity?
to distributing assignments, to managing performance and promotions. Undermine stereotypes. If you're a man, model behavior that makes it safer for all men—and all people—to lean into caregiving. Take your full parental leave, for... View Details
- 2023
- Working Paper
Saving and Consumption Responses to Student Loan Forbearance
By: Justin Katz
How do households adjust savings and consumption in response to liquidity from debt relief? I study this question using policy variation induced by federal student loan forbearance in the 2020 CARES Act and an individual-level panel of daily financial transactions
for... View Details
Keywords: Saving; Consumer Behavior; Borrowing and Debt; Interest Rates; Financial Liquidity; Personal Finance; Government Legislation
Katz, Justin. "Saving and Consumption Responses to Student Loan Forbearance." SSRN Working Paper Series, January 2023.
- 05 Jul 2012
- What Do You Think?
Why Is Trust So Hard to Achieve in Management?
Summing Up Do Managers Take Trust for Granted? Trust is a big issue these days judging from the volume of responses to this month's column. Its importance in management is agreed on. There is a long list of behaviors that can damage it.... View Details
Keywords: by James Heskett
- 07 Jun 2023
- Blog Post
My One Case: MBA Class of 2023 Looks Back
case?In Leadership and Organizational Behavior (LEAD) during my Required Curriculum (RC) year with Assistant Professor Ting Zhang. How do you see yourself applying the lessons from this case in your future endeavors?Similar to the... View Details
- 2024
- Working Paper
Platform Information Provision and Consumer Search: A Field Experiment
By: Lu Fang, Yanyou Chen, Chiara Farronato, Zhe Yuan and Yitong Wang
Despite substantial efforts to help consumers search in more intuitive ways, text search remains the predominant tool for product discovery online. In this paper, we explore the effects of visual and textual cues for search refinement on consumer search and purchasing... View Details
Keywords: Consumer Behavior; E-commerce; Decision Choices and Conditions; Learning; Internet and the Web
Fang, Lu, Yanyou Chen, Chiara Farronato, Zhe Yuan, and Yitong Wang. "Platform Information Provision and Consumer Search: A Field Experiment." NBER Working Paper Series, No. 32099, February 2024.
- 27 Jun 2016
- Research & Ideas
These Management Practices, Like Certain Technologies, Boost Company Performance
practices are not light switches you can turn on or off,” says Sadun. “It’s not like you can order your employees to buy into these processes—it’s a much more complex process of influencing behavior and persuading employees across all... View Details
Keywords: by Michael Blanding
- 28 Apr 2015
- First Look
First Look: April 28
organization from outside can work less well than having managers develop their own, potentially inferior, performance measures. In this sense, it is the creation of a balanced scorecard, more than actual use, that can change an organization's culture. April 2015... View Details
Keywords: Sean Silverthorne
- September 2017 (Revised September 2023)
- Case
Chase Sapphire: Creating a Millennial Cult Brand
By: Shelle Santana, Jill Avery and Christine Snively
The launch of the Chase Sapphire Reserve credit card was enthusiastically received by millennial consumers, a cohort that had previously eluded JPMorgan Chase and its competitors. With the one-year anniversary of the launch approaching, managers are focused on... View Details
Keywords: Brand ＆ Product Management; Product Strategy; New Product Development; Credit Card; Customer Acquisition; CRM; Millennials; Marketing; Marketing Strategy; Brands and Branding; Credit Cards; Product Development; Product Launch; Customer Relationship Management; Consumer Behavior; Demographics; Financial Services Industry; Service Industry; Banking Industry; United States; North America
Santana, Shelle, Jill Avery, and Christine Snively. "Chase Sapphire: Creating a Millennial Cult Brand." Harvard Business School Case 518-024, September 2017. (Revised September 2023.)