Publications
Publications
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- All HBS Web
(3,245)
- Faculty Publications (592)
- February 2018 (Revised October 2019)
- Case
HubSpot and Motion AI: Chatbot-Enabled CRM
By: Jill Avery and Thomas Steenburgh
HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software platform that enabled companies to easily build and deploy chatbots, fueled by artificial intelligence, to interact... View Details
Keywords: CRM; Sales Management; Customer Service; Artificial Intelligence; B2B Vs. B2C; Business Marketing; SaaS; Marketing; Marketing Strategy; Brands and Branding; Customer Focus and Relationships; Sales; Salesforce Management; Technological Innovation; Applications and Software; Customer Relationship Management; AI and Machine Learning; Technology Industry; Service Industry; United States; North America
- January 29, 2018
- Article
How to Build Trust with Colleagues You Rarely See
By: Tsedal Neeley
Building trust is key to success for any organization. But that can be tricky when it comes to colleagues that you only interact with virtually. What does it take to build trust when you can’t meet in person? In this piece, the author suggests that professionals should... View Details
- January 2018 (Revised January 2021)
- Background Note
Customer Lifetime Social Value (CLSV)
By: Elie Ofek, Barak Libai and Eitan Muller
One of the hallmarks of the digital revolution is the rise of the socially connected consumer. Concomitantly, the ability of companies to affect and measure the social interactions among customers has grown tremendously. Consequently, in assessing the full value of... View Details
- 2018
- Chapter
Organizational Remedies for Discrimination
By: R. Ely and A. Feldberg
Laws now exist to protect employees from blatant forms of discrimination in hiring and promotion, but workplace discrimination persists in latent forms. These “second-generation” forms of bias arise in workplace structures, practices, and patterns of interaction that... View Details
- January–February 2018
- Article
Some Customers Would Rather Leave Without Saying Goodbye
By: Eva Ascarza, Oded Netzer and Bruce G.S. Hardie
We investigate the increasingly common business setting in which companies face the possibility of both observed and unobserved customer attrition (i.e., “overt” and “silent” churn) in the same pool of customers. This is the case for many online-based services where... View Details
- Comment
Which Accusations Stick?
The social function of witchcraft accusations remains opaque. An empirical study of Chinese villagers shows that the label ‘z hu’ influences who interacts across a social network, but appears not to tag defectors in service of promoting cooperation. An open question... View Details
- Article
A Fair Game? Racial Bias and Repeated Interaction between NBA Coaches and Players
By: Letian Zhang
There is strong evidence of racial bias in organizations but little understanding of how it changes with repeated interaction. This study proposes that repeated interaction has the potential to reduce racial bias, but its moderating effects are limited to the treatment... View Details
- December 2017
- Article
Discordant vs. Harmonious Selves: The Effects of Identity Conflict and Enhancement on Sales Performance in Employee-Customer Interactions
By: Lakshmi Ramarajan, Nancy Rothbard and Steffanie Wilk
Across multiple studies, we examine how identity conflict and enhancement within people affect performance in tasks that involve interactions between people through two mechanisms: role-immersion, operationalized as intrinsic motivation, and role-taking,... View Details
- 2017
- Article
The Energizing Nature of Work Engagement: Toward a New Need-Based Theory of Work Motivation
By: Paul Green, Eli Finkel, Grainne Fitzsimons and Francesca Gino
We present theory suggesting that experiences at work that meet employees’ expectations of need fulfillment drive work engagement. Employees have needs (e.g., a desire to be authentic) and they also have expectations for how their job or their organization will fulfill... View Details
- November 2017 (Revised June 2019)
- Case
JOE & THE JUICE Crosses the Atlantic (with video link)
By: Ethan Rouen and Suraj Srinivasan
As JOE & THE JUICE began its rapid U.S. expansion in 2017, its founder and CEO, Kaspar Basse, fretted about how he could keep his employees feeling like they were doing meaningful work. Founded in 2001, JOE & THE JUICE had always focused on making healthy juices,... View Details
- Article
Why Every Organization Needs an Augmented Reality Strategy
By: Michael E. Porter and James E. Heppelmann
While the physical world is three-dimensional, most data is trapped on two-dimensional pages and screens. This gulf between the real and digital worlds prevents us from fully exploiting the volumes of information now available to us. Augmented reality (AR), a set of... View Details
- 2017
- Working Paper
Deep Help in Complex Project Work: Guiding and Path-Clearing Across Difficult Terrain
By: Colin M. Fisher, Julianna Pillemer and Teresa M. Amabile
How do teams working on complex projects get the help they need? Our qualitative investigation of the help provided to project teams at a prominent design firm revealed two distinct helping processes, both characterized by deep, sustained engagement that far exceeds... View Details
- October 2017
- Article
Elevating Repositioning Costs: Strategy Dynamics and Competitive Interactions
By: Anoop R. Menon and Dennis Yao
This paper proposes an approach for modeling competitive interactions that incorporates the costs to firms of changing strategy. The costs associated with strategy modifications, which we term “repositioning costs,” are particularly relevant to competitive interactions... View Details
- September–October 2017
- Article
Blurring the Boundaries: The Interplay of Gender and Local Communities in the Commercialization of Social Ventures
By: Stefan Dimitriadis, Matthew Lee, Lakshmi Ramarajan and Julie Battilana
This paper examines the critical role of gender in the commercialization of social ventures. We argue that cultural beliefs about what is perceived to be appropriate work for each gender influence how founders of social ventures incorporate commercial activity into... View Details
Keywords: Community; Cultural Beliefs; Social Enterprise; Gender; Local Range; Commercialization; Culture
- August 29, 2017
- Article
How to Successfully Work Across Countries, Languages, and Cultures
By: Tsedal Neeley
According to a recent McKinsey Global Institute report, the number of people in the global labor force will reach 3.5 billion by 2030. Among the enormous changes this will demand are new skills, attitudes, and behaviors. A five-year study of the global workforce at... View Details
- August 2017
- Article
A Formal Theory of Strategy
What makes a decision strategic? When is strategy most important? This paper formally studies these questions, starting from a (functional) definition of strategy as “the smallest set of choices to optimally guide (or force) other choices.” The paper shows that this... View Details
- August 2017
- Article
Effective Leadership of Surgical Teams: A Mixed Methods Study of Surgeon Behaviors and Functions
By: J. Stone, E. Aveling, M. Frean, M. Shields, C. Wright, F. Gino, T. Sundt and S.J. Singer
The importance of effective team leadership for achieving surgical excellence is widely accepted, but we understand less about the behaviors that achieve this goal. We studied cardiac surgical teams to identify leadership behaviors that best support surgical teamwork.... View Details
- July 2017 (Revised March 2019)
- Technical Note
The Future of Mobility: Economic, Environmental, and Social Implications
By: George Serafeim and David Freiberg
This technical note explores how advancements in technology are fundamentally transforming how consumers interact with mobility. Transformation is being driven by three independent trends: the emergence of affordable electric vehicles, the development of autonomous... View Details
Keywords: Oil ＆ Gas; Automobile Manufacturing; Technological And Scientific Innovation; Mobility; Inequality; Electric Vehicles; Ride-sharing; Ambidexterity; Transformation; Disruption; Change; Technological Innovation; Transportation; Equality and Inequality; Auto Industry; Technology Industry; Transportation Industry; Distribution Industry
- 2017
- Chapter
Platforms, Open/User Innovation, and Ecosystems: A Strategic Leadership Perspective
By: Elizabeth J. Altman and Michael Tushman
Platform, open/user innovation, and ecosystem strategies embrace and enable interactions with external entities. Firms pursuing these approaches conduct business and interact with environments differently than those pursuing traditional closed strategies. This chapter... View Details
- 2019
- Chapter
Markets as Networks: The Dynamics and Implications of Interorganizational Network Structures
By: Ranjay Gulati and Maxim Sytch
We discuss existing research that applies a relational, socio-structural lens to studying organizations and markets. Research in this field has described markets first and foremost as networks of enduring relationships and repeated interactions among organizations. We... View Details