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Show Results For
- All HBS Web
(1,035)
- News (217)
- Research (652)
- Events (1)
- Multimedia (4)
- Faculty Publications (194)
The Magic That Makes Customer Experiences Stick
The field of customer experience (CX) design — which aims to ensure that customers have positive touch points with companies while buying and consuming their products and services — has grown quickly in recent years. Research has shown that memorable experiences,... View Details
- July–August 2019
- Article
The Soul of a Startup
By: Ranjay Gulati
There’s an essential, intangible something in start-ups—an energy, a soul. It inspires enthusiasm and fosters a sense of deep connection and mutual purpose. While this spirit persists, engagement is high and businesses keep their edge.
But all too often,... View Details
But all too often,... View Details
Keywords: Business Startups; Mission and Purpose; Customer Focus and Relationships; Employees; Creativity; Business Growth and Maturation
Gulati, Ranjay. "The Soul of a Startup." Harvard Business Review 97, no. 4 (July–August 2019): 85–91.
- November 2016 (Revised December 2016)
- Module Note
Strategy Execution Module 13: Identifying Strategic Risk
By: Robert Simons
This module reading begins by describing the three sources of strategic risk—operations risk, asset impairment risk, and competitive risk—and demonstrates how these risks can undermine an entire business. To assist in the identification of these risks, the risk... View Details
Keywords: Management Control Systems; Implementing Strategy; Execution; Risk Assessment; Operational Control; Asset Impairment; Franchise Risk; Fraud; Strategy; Information Management
Simons, Robert. "Strategy Execution Module 13: Identifying Strategic Risk." Harvard Business School Module Note 117-113, November 2016. (Revised December 2016.)
Operational Transparency
Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the... View Details
- 17 Feb 2012
- Working Paper Summaries
Breaking Them In or Revealing Their Best? Reframing Socialization around Newcomer Self-Expression
- June 2014
- Case
Making Progress at IDEO
By: Teresa M. Amabile and Katrina Flanagan
This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for IDEO designers' everyday experience of work. As new types of client work have shifted away from the more classic design... View Details
Keywords: Organizational Change and Adaptation; Motivation and Incentives; Employees; Customer Focus and Relationships; Service Industry
Amabile, Teresa M., and Katrina Flanagan. "Making Progress at IDEO." Harvard Business School Case 814-123, June 2014.
- 18 May 2015
- Research & Ideas
Advertisers Get Serious About Playing With Their Brands
talk or Kardashian talk and sometimes they go a little bit too far” Play involves both intentional interaction and turn-taking—and social media engagement between marketer and consumer certainly qualifies—making play an appropriate word... View Details
- 11 Oct 2004
- Research & Ideas
Four Ways to Create Lasting Change
Many managers know that even when their firm launches a change initiative with great fanfare, it is tough to make the changes last. More often than not, employees wearily dismiss the initiative as another management fad. Soon enough,... View Details
Keywords: by Martha Lagace
- 05 Oct 2016
- Research & Ideas
Why Don't More People Get Flu Shots at Work?
the start of the influenza season in the United States. “It’s quite strong evidence that just the natural course of your day bringing you by the flu shot clinic increases your likelihood of getting a flu shot” Getting employees to go to... View Details
- December 2022
- Article
Scarlet Letters: Rehabilitation Through Transgression Transparency and Personal Narrative Control
By: Erin L. Frey, Ethan Bernstein and Nick Rekenthaler
When employees commit transgressions, organizations often use tools of organizational control to prevent them from transgressing again. We investigate whether organizations can use transgression transparency to rehabilitate transgressors. Although making transgressions... View Details
Keywords: Transparency; Workplace; Transgressions; Qualitative Research; Management Practices and Processes; Organizations; Employees; Reputation; Communication
Frey, Erin L., Ethan Bernstein, and Nick Rekenthaler. "Scarlet Letters: Rehabilitation Through Transgression Transparency and Personal Narrative Control." Administrative Science Quarterly 67, no. 4 (December 2022): 968–1011. (The first two authors contributed equally to this manuscript.)
- 02 May 2011
- Research & Ideas
Casino Payoff: Hands-Off Management Works Best
customers if they think it will result in more business down the line. You can see this in lots of different settings." Though Campbell, Martinez-Jerez, and Epstein found that tightly monitoring employees significantly reduces the amount... View Details
- 10 Mar 2021
- Blog Post
COVID Killed the Traditional Workplace
doing what you can to foster it, your workforce will be more engaged and, in the long run, more productive. Remember that being compassionate doesn’t mean being a pushover. You can still lead your employees... View Details
Keywords: All Industries
Eliminate Strategic Overload
As companies respond to intensifying competitive pressures and challenges, they ask more and more of their employees. But organizations often have very little to show for the efforts of their talented and engaged workers. By selecting fewer initiatives with... View Details
- 03 Jul 2018
- What Do You Think?
Should CEO Satya Nadella Cancel Microsoft’s Contract with ICE?
Madrolly When Should a Board Encourage a Triple Bottom Line Philosophy? Respondents to this month’s column provided a resounding “no” to the question of whether CEO Satya Nadella should accede to the wishes of a vocal minority of View Details
- 31 Mar 2002
- Research & Ideas
You’re Wasting Your Employees! What You Can Do About It
operations of any company that wishes to flourish in the new age. And yet, a decade of organizational delayering, destaffing, restructuring, and reengineering has produced employees who are more exhausted than empowered, more cynical than... View Details
- 11 Jan 2016
- Research & Ideas
Is Group Loyalty a Force for Good or Evil?
See Evil or Engage in It. The paper—written with HBS colleague Max Bazerman, Jesse Isidor Straus Professor of Business Administration; and Angus Hildreth, a doctoral candidate studying organizational behavior at UC Berkeley’s Haas School... View Details
Keywords: by Michael Blanding
- 04 Apr 2005
- What Do You Think?
Can an Organization’s “Deep Smarts” Be Preserved?
but only by the firms that have employee longevity and a valued ... way of life." This may not mean retaining everyone, however, as Horacio Cavallero suggests in commenting that "I have always thought that it was very important... View Details
Keywords: by James Heskett
- 18 Jun 2014
- Research & Ideas
Book Excerpt: ‘Collective Genius’
source of much stress because they almost always have implications that ripple throughout the film and force multiple changes, as we just saw. In that postmortem, one employee recalled that John Lasseter, director of the film and a... View Details
- 11 Sep 2012
- First Look
First Look: September 11
film thereby prohibiting us from drawing conclusions about any long-term effects. Conclusions. Engaging in unconscious thought after a stressful film can reduce intrusion frequency. This has potential implications for clinical... View Details
Keywords: Sean Silverthorne
Clayton S. Rose
Clayton Rose is Baker Foundation Professor of Management Practice and teaches the course Accountability in the Advanced Management Program. His case writing is focused on the how leaders consider the... View Details
Keywords: financial services