Publications

Web

Hiring at HBS: How Summer Interns Make an Impact at Emerson Collective - Recruiting

year, HBS Interns play an important part in driving the Emerson Collective mission. Joanna Lichter, Associate Director of Venture Capital, plays a key role in recruiting HBS students to the MBA Summer Associate program. She shared with us why Emerson Collective... View Details

09 Jan 2007
First Look

First Look: January 9, 2007

their role. Those who can acknowledge their misconceptions have a far greater chance of success. For example, new managers typically assume that their position will give them the authority and freedom to do what they think is best.... View Details

Keywords: Martha Lagace

11 Jul 2019
Sharpening Your Skills

Deconstructing 'Customer Experience'

With the help of LEGO bricks, business executives discover how design principles can serve as building blocks to create a great customer experience. How Independent Bookstores Have Thrived in Spite of Amazon.comIndy booksellers have survived brutal competition by... View Details

Keywords: by Sean Silverthorne; Retail; Service

May 2024 (Revised February 2025)
Case

Choosing the Course of Passion: Brooke Boyarsky Pratt at knownwell

By: Jon M. Jachimowicz and Alexis Lefort

Brooke Boyarsky Pratt (HBS ’13) enjoyed considerable success in her early career, quickly climbing the ranks to associate partner at McKinsey, and later becoming an executive vice president at Berkadia, a Berkshire Hathaway portfolio company. Throughout these years,... View Details

Keywords: Passion; Career; Career Planning; Purpose; Personal Development and Career; Mission and Purpose; Identity; Business Startups; Health Care and Treatment; Health Disorders; Growth and Development Strategy; Market Entry and Exit; Health Industry; United States

03 Feb 2012
HBS Seminar

Dr. Regina Dugan, Director, Defense Advanced Research Projects Agency (DARPA)

21 Feb 2018
Research & Ideas

When a Competitor Abandons the Market, Should You Advance or Retreat?

themselves. Furthermore, that decision to abandon ship is often the wrong decision. “There is potentially a great market opportunity when a competitor drops out,” says Joshua Lev Krieger, an assistant professor in the Entrepreneurial View Details

Keywords: by Rachel Layne; Pharmaceutical; Health

March 2006
Case

Cabo San Viejo: Rewarding Loyalty

By: Youngme E. Moon, Gail J. McGovern and Seth Schulman

In 2005, Cabo San Viejo, a premier health and fitness spa resort located in Palm Springs, California, is debating whether to introduce a Customer Rewards Program. Describes the customer management challenges the firm is facing and outlines the various ways in which a... View Details

Keywords: Debates; Customer Relationship Management; Marketing Strategy; Problems and Challenges; Adoption; Value Creation; Health Industry; California

28 Feb 2022
Research & Ideas

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

as the time a Starbucks manager called police to arrest two Black men for loitering, though they were merely waiting for an acquaintance. “There are a lot of very negative consequences,” says Feldberg. “At one basic level, companies are... View Details

Keywords: by Pamela Reynolds

October 2020 (Revised June 2021)
Case

The Bronx Community Foundation

By: Brian Trelstad and Aldo Sesia

Derrick and Desmon Lewis were both successful professionals in the consulting and banking industries. They were born and raised in The Bronx, New York City’s poorest borough. The Lewis brothers had always wanted to give back to the community. In 2016 they launched a... View Details

Keywords: Community Foundations; Social Enterprise; Social Entrepreneurship; Relationships; Business Model; Social Issues; New York (city, NY); United States

Web

Becoming a Board Member - Alumni

Marketing, financial, or technical expertise Risk management experience + – Resume Tips Your resume should include a Summary section that highlights your attributes relevant to a board role, as opposed to a View Details

Gerald Zaltman

*Joined Harvard Faculty: 1991
Prior Faculty Appointments: Northwestern University, 1968-75;
University of Pittsburgh, 1975-91

*Doctoral Degree in Sociology Received from: The John Hopkins University;
MBA Degree Received from: The University of... View Details

Keywords: advertising; apparel; automotive; beverage; biotechnology; consumer products; entertainment; financial services; food; health care; marketing industry; pharmaceuticals; retailing; sports; telecommunications

September 2019 (Revised December 2022)
Case

Cooking Down a Storm: Changing Culture at Pasta Serafina (A)

By: Susanna Gallani, Francesca Gino and Raffaella Sadun

Plant management at Pasta Serafina, a pasta producer in the south of Italy, is struggling to contain employee absenteeism. While the misbehavior is concentrated in a minority of the workers, its effects impact not only the plant’s performance, but also the climate and... View Details

Keywords: Absenteeism; Moral Hazard; Employees; Behavior; Problems and Challenges; Organizational Culture; Organizational Change and Adaptation; Employee Relationship Management; Performance Productivity; Decision Making

December 2007
Background Note

Tools and Tactics for Transformation: Three "Whats" and Three "Hows"

By: James K. Sebenius and Stephen Friedman

Important transformation at Goldman Sachs, where one of the authors was Chairman, required analysis, political leadership, and management in order to fundamentally shift the strategy, people, and culture on a sustainable basis. After describing the actions needed to... View Details

Keywords: Negotiation Tactics; Business Strategy; Organizational Culture; Transition; Strategic Planning; Core Relationships; Multinational Firms and Management; Leadership Style; Organizational Change and Adaptation; Private Equity

May 2018
Case

Inditex: 2018

By: John R. Wells and Gabriel Ellsworth

In 2018, Inditex, based in Spain, was the largest specialist fashion retailer in the world, generating sales of $31.5 billion in 2017 from a portfolio of eight retail brands selling through a total of 7,475 stores located in 96 countries and from websites in 49... View Details

Keywords: Fashion; Succession; IPO; Competition; Initial Public Offering; Multinational Firms and Management; Management Succession; Growth and Development Strategy; Competitive Strategy; Apparel and Accessories Industry; Retail Industry; Fashion Industry