Publications

07 Apr 2020
Research & Ideas

What Customers Need to Hear from You During the COVID Crisis

empathy, to act based on facts, and to be part of the global solution. About the Authors Dr. Jill Avery is an authority on brand management and customer relationship management and a senior lecturer in the marketing unit at Harvard View Details

Keywords: by Jill Avery and Richard Edelman

24 Apr 2018
First Look

First Look at New Research and Ideas, April 24, 2018

Harvard Business Review Managing Political Misfits By: Bermiss, Y. Sekou, and Rory McDonald Abstract—Not all employees agree with your politics. That's OK. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=54406... View Details

Keywords: Sean Silverthorne

06 Dec 2016
First Look

December 6, 2016

importance to the American economic past and prompt enduring questions about the relationship of market freedom to human freedom. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51947 forthcoming Journal of Consumer... View Details

Keywords: Sean Silverthorne

November 2009
Case

METRO Cash & Carry in China, 2008

By: Tarun Khanna

In April 2008, the country head for METRO AG's Cash & Carry wholesaling operations is considering the most appropriate model for expansion in China, where METRO has operated stores for small business professionals for eight years. In addition, METRO is actively... View Details

Keywords: Developing Countries and Economies; Emerging Markets; Distribution Channels; Partners and Partnerships; Competitive Strategy; Expansion; Retail Industry; China

04 Jun 2001
What Do You Think?

What’s the Future of the Subscription Model?

and GE's exit from the jet engine business and entry into the "thrust service" business, guaranteeing the on-demand delivery of various levels of power to jet aircraft. The subscription model, by tying a company's success to its... View Details

Keywords: by James Heskett

27 Aug 2019
Blog Post

Meet the PRIDE Club

engagement. On-campus advocacy: Work with DEI Council and the Student Association on initiatives including additional gender-neutral Bathrooms and LGBTQ+ case protagonists as well as build relationships with adjacent communities (e.g.,... View Details

14 Feb 2021
Blog Post

Celebrating Love @ HBS in 2021

pleased to present this annual showcase of student stories from the LGBTQ+ community and our wonderful allies here at Harvard Business School. Charles Ghati and Michi Ferreol (MBA 2021) Every evening, before heading to bed, I check the... View Details

February 2015 (Revised May 2015)
Supplement

Nokia's Bridge Program: Outcome and Results (B)

By: Sandra J. Sucher and Susan J. Winterberg

Nokia's leaders reflect on the Bridge program, lessons learned during its implementation, and the business benefits it brought to the company. Nokia's Bridge program resulted in 60% of employees knowing their next step the day they exited the firm. It also helped... View Details

Keywords: Layoffs; Plant Closure; Outplacement; Shared Value; Business or Company Management; Job Cuts and Outsourcing; Restructuring; Employee Relationship Management; Telecommunications Industry

July 2003 (Revised December 2003)
Case

Mitchells/Richards

By: Amy C. Edmondson and Corey B. Hajim

Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and high-touch customer service. A family-run business, Mitchells has built its success with a customer service strategy know internally as "hugging." The term is... View Details

Keywords: Information Technology; Expansion; Family Business; Attitudes; Organizational Culture; Luxury; Customer Focus and Relationships; Retail Industry

April 2008
Module Note

Improvement with Customer-Operators

By: Frances X. Frei and Dennis Campbell

Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details

Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design

12 PM – 1 PM EDT, 28 Sep 2016
Webinars: Career

5 Happiness Hacks That Drive Productivity, Sales, and Creativity

According to Harvard Business Review, happy people are 37% more productive, have 31% higher sales, and are three times more creative than their peers. In this webinar, Neil Pasricha (MBA 2007) provides models to create lasting happiness including building diverse... View Details

February 2000 (Revised November 2000)
Case

Women.com

By: Myra M. Hart and Sarah S. Khetani

Entrepreneurs Ellen Pack and Marleen McDaniel have founded a women's online network and watched it grow from an online subscription service in 1992 to one of the best known, widely visited women's networks on the web in 1999. While the company's vision has remained... View Details

Keywords: Business Model; Entrepreneurship; Internet and the Web; Partners and Partnerships; Initial Public Offering; Networks; Transition; Web Services Industry

Find at Harvard

27 Aug 2007
Op-Ed

Mattel: Getting a Toy Recall Right

Harvard Business School professor John Quelch is debuting a blog on marketing issues at Harvard Business Online. HBS Working Knowledge is reprinting his first entry, which looks at the Mattel toy... View Details

Keywords: by John Quelch; Consumer Products

Web

Growing on the Job - Alumni

a more personally and professionally rewarding career path. Harvard ManageMentor Featured Lesson: Managing Your Boss You and your boss are critical to each other's success. Take the initiative to have the best possible working View Details

January 1986 (Revised March 1997)
Case

Horizon Group

By: William A. Sahlman

Contains a description of a situation confronting the co-founder of a company planning to produce software for microcomputers. The company has just completed raising money from some wealthy investors by forming an R&D Limited Partnership. Development of the program (an... View Details

Keywords: Business or Company Management; Venture Capital; Partners and Partnerships; Business Plan; Outcome or Result; Research and Development; Financial Strategy; Corporate Finance; Information Technology Industry

October 2013
Article

With a Little Help from My (Random) Friends: Success and Failure in Post-Business School Entrepreneurship

By: Josh Lerner and Ulrike Malmendier

To what extent do peers affect our occupational choices? This question has been of particular interest in the context of entrepreneurship and policies to create a favorable environment for entry. Such influences, however, are hard to identify empirically. We exploit... View Details

Keywords: Behavior; Entrepreneurship; Attitudes; Relationships; Cognition and Thinking

Find at Harvard

November 2008 (Revised November 2012)
Case

Savage Beast (A)

By: Noam Wasserman and LP Maurice

For several months, things had been spiraling downwards at Savage Beast, the music-recommendation company started three years before by Tim Westergren. The company's founder-CEO recently left due to pressures both at home and within the venture. Dozens of investors... View Details

Keywords: Business Startups; Entrepreneurship; Venture Capital; Lawsuits and Litigation; Leadership; Groups and Teams