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  • 31 Aug 2010
  • First Look

First Look: August 31

various disciplines. Recent work has begun to focus on a previously overlooked factor predicting dishonest behavior: the beneficiary or victim of dishonest acts. In two laboratory experiments, we manipulate the level of resources... View Details
Keywords: Sean Silverthorne
  • 16 Sep 2014
  • First Look

First Look: September 16

multinational investment in host economies, and this chapter reviews this research. The focus is primarily on developing country host economies and more broadly on the global... View Details
Keywords: Sean Silverthorne
  • September 2003 (Revised March 2004)
  • Case

Bharti Tele-Ventures

By: Tarun Khanna, Krishna G. Palepu and Ingrid Vargas
Following the liberalization of India's telecommunications service industry in the early 1990s, Bharti Tele-Ventures grew from a small entrepreneurial telephone equipment importer and manufacturer to become India's largest private-sector telecommunications service... View Details
Keywords: Private Sector; Growth and Development; Customers; Foreign Direct Investment; Mergers and Acquisitions; Competition; Public Ownership; Profit; Partners and Partnerships; Rank and Position; Telecommunications Industry; India
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  • 15 Sep 2011
  • Research & Ideas

High Ambition Leadership

understand the urgency of improved financial performance and customer service. To do so—in an effort of several years—they did a number of things to sharpen the company's focus... View Details
Keywords: by Martha Lagace
  • 14 Dec 2011
  • Research & Ideas

The New Measures for Improving Nonprofit Performance

For-profit businesses have a common goal: create value for owners or shareholders by creating value for customers. It's a focus that must seem enviably straightforward from the perspective of nonprofit organizations View Details
Keywords: by Julia Hanna
  • 19 Jan 2011
  • First Look

First Look: Jan. 18

sufficient to fuel international expansion. The author presents advice on overcoming the paradox but warns it can be a lengthy process. Read the article: http://hbr.org/2010/12/why-you-arent-buying-venezuelan-chocolate/ar/1# Bringing Ethics into Focus: How Regulatory... View Details
Keywords: Sean Silverthorne
  • 17 Apr 2017
  • Research Event

The Most Pressing Issues for Platform Providers in the Sharing Economy

is just one of many dilemmas that can incite insomnia in a sharing-economy platform provider. There’s also the threat of disintermediation between producers and consumers; the fear of trying to compete in a winner-take-all market; View Details
Keywords: by Carmen Nobel; Service
  • 09 Apr 2018
  • Blog Post

Is Business School Right for You?

Dr. Jill Avery is a senior lecturer in the marketing unit at Harvard Business School, an authority on brand management and customer relationship management (CRM), View Details
  • July 2008 (Revised October 2012)
  • Case

Affinity Plus (A)

By: Dennis Campbell and Peter Tufano
The executive team at Affinity Plus Federal Credit Union has pushed the concept of members first deeply throughout the organization, empowering employees to put member-owners' interests ahead of either the organization's interests or their own interests. As a result of... View Details
Keywords: Customer Relationship Management; Financial Institutions; Financing and Loans; Profit; Cooperative Ownership; Conflict of Interests; Strategy
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  • 10 Jun 2013
  • Research & Ideas

How Numbers Talk to People

deep statistical analysis, just good data and reporting approaches. It is often encountered in online businesses, where customer clickstreams provide plenty of data-often too much-for analysis. One expert... View Details
  • 08 Jul 2014
  • First Look

First Look: July 8

Your Customer Relationships By: Avery, Jill, Susan Fournier, and John Wittenbraker Abstract—Consumers have always had relationships with brands,... View Details
Keywords: Carmen Nobel
  • 02 Jun 2014
  • Research & Ideas

Secrets to a Successful Social Media Strategy

favor of helping customers create and strengthen relationships with each other. These relationships are in exchange for the View Details
Keywords: by Carmen Nobel
  • 01 Jun 2012
  • News

IPA Meets IPO

KOCH: Putting shares of the company in the hands of the people who really believe in its product. Lots of business executives tout the importance of focusing on the customer. But craft brewmeister Jim Koch (MBA 1974), founder and chairman... View Details
Keywords: beer; Beverage and Tobacco Product Manufacturing; Beverage and Tobacco Product Manufacturing; Beverage and Tobacco Product Manufacturing; Beverage and Tobacco Product Manufacturing
  • 11 Oct 2004
  • Research & Ideas

Four Ways to Create Lasting Change

CEO and his team. Q: What caused the failure of Alpha's first attempt at a customer service initiative in the early 1990s? A: Initially, the first CSE [Customer Service Enhancements] initiative was not a... View Details
Keywords: by Martha Lagace
  • October 2004 (Revised July 2011)
  • Case

AT&T 2000-2004

By: Stephen P. Bradley and Kerry Herman
Provides an update on CEO Michael Armstrong's "Project Grand Slam" strategy to build the value of AT&T by offering a complete, integrated telecommunications solution to both corporate and residential customers, including wireless and wire line telephone, Internet,... View Details
Keywords: Business Exit or Shutdown; Customers; Business or Company Management; Failure; Business and Shareholder Relations; Networks; Corporate Strategy; Internet; Wireless Technology; Value Creation; Telecommunications Industry
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  • 30 Dec 2013
  • Research & Ideas

Most Popular Articles of 2013

job performance, failing to consider the job's difficulty? Why do university admissions officers focus on high GPAs, discounting influence of easy grading standards? Francesca Gino and colleagues investigate... View Details
Keywords: by Staff
  • 05 Jun 2014
  • Research & Ideas

Fixing the ‘I Hate Work’ Blues

like partners and coaches than bosses and controllers in the traditional sense. Finally, the most senior executives in the organization should be engaged every day with the first-line: working with them in... View Details
Keywords: by Bill George
  • 02 Aug 2024
  • HBS Case

How a Mission to Cut Food Waste Launched a Multimillion-Dollar Venture

On a hectic Friday in October 2016, Josh Domingues wondered if he had made a mistake quitting the security of a well-paying job managing contracts for professional hockey players to start a new venture selling nearly expired groceries at discount prices. After all, a... View Details
Keywords: by Lane Lambert; Technology; Information Technology
  • May 2018
  • Case

The Multiple Myeloma Research Foundation's Answer Fund

By: Richard G. Hamermesh and Matthew G. Preble
Keywords: Data Analytics; Customer Focus and Relationships; Customer Relationship Management; Cost vs Benefits; Investment Return; Health Care and Treatment; Innovation Leadership; Intellectual Property; Knowledge Sharing; Knowledge Dissemination; Leadership; Leading Change; Resource Allocation; Goals and Objectives; Marketing Communications; Performance; Programs; Projects; Business and Community Relations; Business and Stakeholder Relations; Networks; Partners and Partnerships; Research and Development; Genetics; Behavior; Motivation and Incentives; Social and Collaborative Networks; Nonprofit Organizations; Strategy; Health Industry; Pharmaceutical Industry; Biotechnology Industry; United States
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  • 21 May 2001
  • Research & Ideas

From Tigers to Kaleidoscopes: Thinking About Future Leadership

differences as well as their collective identity and goals, she advises. Encourage mutual support as well as confrontation within the group. Focus on the performance at hand in addition to opportunities for... View Details
Keywords: by Martha Lagace