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Show Results For
- All HBS Web
(3,797)
- People (11)
- News (1,211)
- Research (2,211)
- Events (3)
- Multimedia (5)
- Faculty Publications (1,439)
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
Anxiety Through Access to Human ContactThis study finds that customer anxiety during self-service transactions can reduce customers’ trust in the service provider. Operational design choices may help.... View Details
- December 2024 (Revised March 2025)
- Case
Strategy and CEO Succession at Starbucks
By: Krishna G. Palepu and David Lane
On August 13, 2024, Starbucks announced that Laxman Narasimhan who was appointed as the CEO only in September 2023, was stepping down as CEO and board director “with immediate effect.” Laxman would be replaced on September 9 by Brian Niccol, CEO since 2018 of Chipotle... View Details
Keywords: Strategy; Corporate Governance; Leadership; Management Succession; Cost Management; Labor Unions; Working Conditions; Order Taking and Fulfillment; Service Operations; Investment Activism; Governing and Advisory Boards; Resignation and Termination; Food and Beverage Industry; United States
Palepu, Krishna G., and David Lane. "Strategy and CEO Succession at Starbucks." Harvard Business School Case 125-040, December 2024. (Revised March 2025.)
- 01 Mar 2013
- News
Making Change
Citizen Year — SEF 2009 honoree Global Citizen Year is disrupting the traditional path to college and creating a new generation of global leaders through a "bridge" year of service learning and leadership training in Africa, Latin... View Details
- 01 Oct 1996
- News
Creating Miracles — Charles A. Coverdale (MBA 1971)
inspired to enter the ministry in 1975. Since taking over the leadership of First Baptist in 1982, he has proven just what a community can accomplish through faith and determination. Operating from spartan offices in the church basement,... View Details
Keywords: Marguerite Rigoglioso
- 21 Feb 2020
- News
Style for Everyone
Nadia Boujarwah and Lydia Gilbert (both MBA 2013) cofounded Dia & Co right out of HBS, producing fashion and online services for plus-size women. In this interview, they talk about the inspiration for the idea and the need it serves. “Dia... View Details
Kenneth Salas
Kenny Salas is a fintech entrepreneur and operating executive, currently at the helm of nuDesk, which helps companies scale through AI-driven solutions and dedicated talent hubs in Mexico. As a Partner at Cintar Group, he actively invests... View Details
- October 1997 (Revised May 1998)
- Supplement
Asda (B)
By: Michael Beer and James Weber
Describes Archie Norman's efforts over a five-year period to turn around the company by regaining financial control, delivering management, creating experimental projects where individuals felt free to innovate, instituting a back-to-roots strategy that put customers... View Details
Keywords: Change Management; Customer Relationship Management; Governance Controls; Innovation and Invention; Management; Service Delivery; Organizational Culture; Strategy; Food and Beverage Industry; Retail Industry
Beer, Michael, and James Weber. "Asda (B)." Harvard Business School Supplement 498-007, October 1997. (Revised May 1998.)
- 11 Nov 2016
- News
Creating a Coffee Culture in Nigeria
- 01 Jun 2020
- News
Check In
hotels we own, we’re looking at hospital-grade sanitation programs. We’re looking at things like plexiglass shields between the customer and the check-in desk. We’re considering what social distancing looks like in our restaurants—or do we even open restaurants? We’re... View Details
- 01 Jun 2025
- News
Barbie: Reviving a Cultural Icon at Mattel
Like countless others in the summer of 2023, HBS professor Elie Ofek went to the theater to see the blockbuster film Barbie and found himself enveloped by the pink-drenched marketing blitz that had all but taken over the world. To Ofek, who teaches in the Marketing... View Details
- 01 Jun 2011
- News
The Best-Laid Plans
210 is Jess Bloomgarden (MBA 2012), with classmates Alex Stratoudakis and Emma Taylor. In fifteen minutes they present their plan for AfterSteps, a Web-based end-of-life planning service that offers advice and secure storage for legal,... View Details
- 15 Jan 2007
- Research & Ideas
The Business of Free Software
"In a complex, sophisticated environment where so many products and services are connected, strategy has become, in large part, the art of influencing assets that you don't own," Iansiti observes. It's the old saw of the... View Details
- Fast Answer
India - Industry specific research
style="font-family:"Arial",sans-serif">Cellular Operators Association of India The web site of the New Delhi based trade association includes... View Details
- 25 Sep 2007
- First Look
First Look: September 25, 2007
Conventions and the Operational Risk Maze—The Cases of Three Financial Services Institutions Author:Anette Mikes Periodical:International Journal of Risk Assessment and Management (in press): 1027-1056... View Details
Keywords: Martha Lagace
- 01 Jun 2024
- News
Case Study: Ready for an Upgrade
Illustration by Alvaro Dominguez The Los Angeles–based startup Stell was borne of a pain point almost as old as recorded history itself: paperwork. One of Stell’s cofounders, Malory McLemore (MBA 2022), had landed a job as an engineer at Airbus after earning a... View Details
- 01 Mar 2008
- News
Innovation, Inc.
help students launch and creatively manage new businesses, including both stand-alone start-ups and ventures operating within an established organization. Tripsas notes, “Whenever a firm introduces a truly novel product, it has... View Details
- 01 Sep 2016
- News
The Taxi Wars of Jakarta
Grab now operates in six Southeast Asian countries and has raised more than $700 million to date, with another funding round underway. In Indonesia, Grab took an early lead on Uber in part because the View Details
- 01 Jun 2003
- News
Up Against The Firewall
matter to leave to tech departments, no matter how good they may be,” warns HBS assistant professor Robert D. Austin. “That’s because, more than being a technical problem, achieving cyber security is an operational issue that requires... View Details