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Show Results For
- All HBS Web
(12,983)
- People (45)
- News (2,590)
- Research (7,655)
- Events (73)
- Multimedia (190)
- Faculty Publications (5,470)
- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- May 2008 (Revised September 2009)
- Case
IBM's Dynamic Workplace
IBM already competed for talent by being a best workplace. It was one of the first companies to provide paid vacations, health insurance, sick leave, job sharing, and domestic partner benefits. Its human resources portfolio included a full array of progressive policies... View Details
Keywords: Values and Beliefs; Globalized Firms and Management; Leading Change; Corporate Social Responsibility and Impact; Organizational Culture; Social Enterprise
Kanter, Rosabeth M. "IBM's Dynamic Workplace." Harvard Business School Case 308-107, May 2008. (Revised September 2009.)
- October 1997 (Revised November 2000)
- Case
Transitional Infant Care Specialty Hospital
Transitional Infant Care Specialty Hospital (TIC) addresses the question of whether and how to maintain strategic focus in an industry that is calling increasingly for integrated service delivery. Despite providing high-quality, cost-effective care relative to... View Details
Keywords: Leadership; Marketing Strategy; Service Delivery; Health Care and Treatment; Health Industry; Pittsburgh
Gittell, Jody H., and Michelle Toth. "Transitional Infant Care Specialty Hospital." Harvard Business School Case 898-070, October 1997. (Revised November 2000.)
- Web
About | Social Enterprise | Harvard Business School
classroom, school, and district levels. Emily has a B.A. from the University of Miami and Masters degrees from Queens College and Pace University. Sarah Appleby Assistant Director Sarah Appleby manages an array of Social Enterprise Executive Education programs which... View Details
- 2025
- Working Paper
Blockchain-Induced Supply Chain Transparency and Firm Performance: The Role of Capacity Utilization
By: ShinWoo Lee Lee, Jedson Pinto, Daniel Rabetti and Gil Sadka
This study empirically investigates how blockchain adoption affects firm profitability. Employing a quasi-experimental design triggered by regulatory changes across the United States, we provide novel empirical evidence to recent theory, proposing that blockchain... View Details
Keywords: Blockchain; Supply Chain; Technology Adoption; Profit; Governing Rules, Regulations, and Reforms; United States
Lee, ShinWoo Lee, Jedson Pinto, Daniel Rabetti, and Gil Sadka. "Blockchain-Induced Supply Chain Transparency and Firm Performance: The Role of Capacity Utilization." Working Paper, February 2025.
- 2015
- Article
Aid and the Rise and Fall of Conflict in the Muslim World
By: Faisal Z Ahmed and Eric D. Werker
The conflict following the Arab Spring is not the first wave of civil war in the Muslim world in recent time. From the mid-1980s to the end of the century, an average of one in 10 predominantly Muslim countries experienced violent civil war in any given year. We... View Details
Ahmed, Faisal Z., and Eric D. Werker. "Aid and the Rise and Fall of Conflict in the Muslim World." Quarterly Journal of Political Science 10, no. 2 (2015): 155–186.
- September 2011
- Article
On Testing Business Models
By: D. Huelsbeck, K. Merchant and Tatiana Sandino
This study explored management decisions regarding formal empirical testing of business models. It documented a test of one company's business model under seemingly favorable conditions for such a test – a successful single product firm following a consistent strategy... View Details
Keywords: Performance Measurement; Non-financial Performance Measures; Business Models; Management Control; Decisions; Business Model; Performance Evaluation
Huelsbeck, D., K. Merchant, and Tatiana Sandino. "On Testing Business Models." Accounting Review 86, no. 5 (September 2011): 1631–1654. (Awarded a Research Grant from the Chartered Institute of Management Accountants.)
- November 1992 (Revised May 1993)
- Case
American Mobile Satellite Corporation
By: Frank V. Cespedes and Laura Goode
American Mobile Satellite Corp. (AMSC) has a license to provide wireless mobile communications via satellite throughout the United States and 200 miles of coastal waters. The first satellite launch is scheduled for 1994 and, in the interim, AMSC is providing limited... View Details
Keywords: Wireless Technology; Decisions; Distribution Channels; Marketing Strategy; Product Development; Sales; Emerging Markets; Resource Allocation; Performance Capacity; Communications Industry; Information Technology Industry; United States
Cespedes, Frank V., and Laura Goode. "American Mobile Satellite Corporation." Harvard Business School Case 593-038, November 1992. (Revised May 1993.)
- Web
Case Method Teaching - Case Method Project
made. For each class, students are asked to read the case and to put themselves in the shoes of the actual decision-makers to consider what they themselves would have done given the information available at the time. To help situate the decision, each case also View Details
- 06 Sep 2019
- Working Paper Summaries
Experimentation and Startup Performance: Evidence from A/B Testing
- 01 Aug 2016
- Working Paper Summaries
The Costs of Sovereign Default: Evidence from Argentina
Keywords: by Jesse Schreger and Benjamin Hebert
- 2000
- Book
Nihon no Kyōsō Senryaku [Can Japan Compete?]
By: Michael E. Porter, Hirotaka Takeuchi and M. Sakakibara
The result of a major piece of research, this book reveals that there have long been two Japans, the familiar one that was highly competitive, and another Japan, almost invisible, that was highly uncompetitive. The authors unravel this puzzle, and provide a solution... View Details
- January 1995 (Revised July 1996)
- Background Note
Paving the Information Superhighway
By: Lynda M. Applegate, Geoffrey Bock and Janis Lee Gogan
Examines solutions to many of the information-sharing problems that limit growth of electronic commerce on the Internet. Serves as a basic primer for the use of electronic information exchange. While familiarizing the student with the basic tenets and terminology of... View Details
Keywords: Internet and the Web; Knowledge Sharing; Problems and Challenges; Retail Industry; Information Technology Industry
Applegate, Lynda M., Geoffrey Bock, and Janis Lee Gogan. "Paving the Information Superhighway." Harvard Business School Background Note 195-202, January 1995. (Revised July 1996.)
- November 2005
- Background Note
Financial Reporting, Tax Reporting and the Role of Deferred Taxes
Explains how differences in the calculation of tax and financial income result in the need for a deferred tax account. Also provides a high-level overview of deferred tax accounting under U.S. and international GAAPs. Allows students to understand the major differences... View Details
Miller, Gregory S. "Financial Reporting, Tax Reporting and the Role of Deferred Taxes." Harvard Business School Background Note 106-026, November 2005.
- July 2003 (Revised February 2004)
- Background Note
M&A Legal Context: Standards Related to the Sale or Purchase of a Company
By: Carliss Y. Baldwin, Constance E. Bagley and James Quinn
Introduces students to the legal standards affecting officers and directors when selling or purchasing a company. Provides a practical understanding of the Revlon Standard, the Securities and Exchange Act of 1934, Rule 10b-5, and the legal criteria for a cause of... View Details
Keywords: Laws and Statutes; Law Enforcement; Government Legislation; Acquisition; Business Exit or Shutdown; Corporate Governance; Going Public; Courts and Trials
Baldwin, Carliss Y., Constance E. Bagley, and James Quinn. "M&A Legal Context: Standards Related to the Sale or Purchase of a Company." Harvard Business School Background Note 904-004, July 2003. (Revised February 2004.)
- 17 Aug 2012
- News
Scaling is Hard, Case Study: TripAdvisor
- 04 Feb 2014
- Blog Post
VCPE Club prepares for their annual conference…20 years and running!
the one-day event will provide a forum for private equity and venture capital professionals, academics and students to reflect on the evolving landscape of the industry today. Headlining this year’s conference will be the following... View Details
- 14 May 2013
- Blog Post
Alumni: Where are they now? Featuring Matt…
HBS alum, Matt Segneri, MBA 2010, provides an update on his career post-HBS. Check out his original profile at graduation. Current Position: Government Innovation at Bloomberg Philanthropies Current Location: New York Cit Tell us what... View Details
Keywords: Nonprofit / Government
- 16 Aug 2010
- Lessons from the Classroom
HBS Introduces Marketing Analysis Tools for Managers
that managers deliver ROI from their marketing investments; therefore, quantifying the effects of marketing decisions is imperative. At the same time, customer relationship management (CRM) software and emerging Web 2.0 applications are View Details
Keywords: by Sarah Jane Gilbert