Congestion And Delays - Publications - Faculty & Research

28 Mar 2017
First Look

First Look at New Research, March 28

one of the world's largest airlines, United had a very large fleet and hub-and-spoke network that provided passengers with a wide range of destination choices, but as with any complex system unless everything ran perfectly all the time,... View Details

Keywords: Sean Silverthorne

09 Dec 2009
Working Paper Summaries

Mental Health in the Aftermath of Conflict

Keywords: by Quy-Toan Do & Lakshmi Iyer

December 2009
Article

Closing the Customer Feedback Loop

By: Rob Markey, Fred Reichheld and Andreas Dullweber

Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details

Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain

06 Jun 2024
Research & Ideas

How Younger Immigrants Gain an Edge in American Business

years of the AHA, the researchers note, some 95 percent of applicants were approved. Another unusual element of the legislation: Many of the AHA refugees trained in the Philippines for six months to learn English and become familiar with... View Details

Keywords: by Rachel Layne

01 Jun 2023
HBS Case

A Nike Executive Hid His Criminal Past to Turn His Life Around. What If He Didn't Have To?

At age 32—feeling far removed from the violent street crimes that had consumed his teens and 20s—Larry Miller just knew he was nailing a job interview with a senior partner at Arthur Andersen. That is, until he came clean about his... View Details

Keywords: by Dina Gerdeman; Apparel & Accessories

01 Oct 2013
Working Paper Summaries

Organizational Factors that Contribute to Operational Failures in Hospitals

Keywords: by Anita L. Tucker, W. Scott Heisler & Laura D. Janisse; Health

15 Jul 2013
Research & Ideas

Five Imperatives for Improving Health Care

Innovation in health care treatment seems to far outpace innovation in health care business management. Just ask President Obama—two weeks ago he delayed enactment of a key provision of the new health care law for fear its requirements... View Details

Keywords: by Carmen Nobel; Health

15 Aug 2022
Book

University of the Future: Finding the Next World Leaders in Higher Ed

Gerberding. The president was delayed in arriving, being held up in meetings with the legislature on the university’s budget. I will never forget his arrival. He came in, wordlessly, and he ordered an... View Details

Keywords: by Dina Gerdeman; Education

27 Apr 2016
Research & Ideas

How the FBI Reinvented Itself After 9/11

organizational changes led to delayed identity crises. “It’s easy to mandate structural changes,” Raffaelli says. “But mandates for structural change don’t mean that behaviors will change among the individuals who sit within those... View Details

Keywords: by Carmen Nobel

13 Aug 2012
Research & Ideas

When Good Incentives Lead to Bad Decisions

Among the culprits contributing to the recent financial crisis were bank loan officers who approved mortgage loans that were doomed to fail. Many of these frontline workers were motivated by bonuses and other incentives to approve... View Details

Keywords: by Carmen Nobel; Banking

22 Jul 2002
Research & Ideas

Is Performance-Based Pricing the Right Price for You?

payment is often delayed more than normal. A software startup, for example, might desire to price on the basis of the value-in-use of its software, such as cost savings to the customer. Such an approach might make the sale easier because... View Details

Keywords: by Benson Shapiro; Manufacturing

16 Jul 2007
Research & Ideas

Understanding the ‘Want’ vs. ’Should’ Decision

analyzed a year of individual-level data from a North American online grocer to determine how the delay between when a person's order was completed and when it was delivered affected the content of the... View Details

Keywords: by Sarah Jane Gilbert; Retail; Entertainment & Recreation

20 Aug 2020
Book

From the Plow to the Pill: How Technology Shapes Our Lives

them—the ability to time their children’s births to their own needs. Once you freed women from that constant set of concerns, you gave them the liberty, at least in theory, to go into society and do other things. They could have fewer... View Details

Keywords: by Dina Gerdeman

18 Apr 2011
Research & Ideas

It’s Not Nagging: Why Persistent, Redundant Communication Works

team members used redundant communication, compared to 12 percent of managers with direct authority. And 54 percent of managers without direct power combined an instant communication (via IM or a phone call) with a View Details

Keywords: by Kim Girard

26 Aug 2002
Research & Ideas

High-Stakes Decision Making: The Lessons of Mount Everest

making, insuring that the process is fair and legitimate, and minimizing the level of interpersonal conflict that emerges during the deliberations. Without strong buy-in, they risk numerous View Details

Keywords: by Michael A. Roberto

23 Nov 2021
Research & Ideas

The Vinyl Renaissance: Take Those Old Records Off the Shelf

consumers aren’t buying it, the reason why the artists care about the vinyl is because it’s an extension of their craft and a medium that communicates the care that went into creating their art in the first place. Gazette: With such high... View Details

Keywords: by Christine Pazzanese, Harvard Gazette; Music

28 Mar 2016
Research & Ideas

What's a Boss Worth?

that person’s role for more people. That might create congestion effects,” he says. “You don’t want the boss overseeing 100 people if they can only spend 5 minutes a day with each person.” Overall, however, the effects of their study... View Details

Keywords: by Michael Blanding; Service

15 Dec 2021
Research & Ideas

The 10 Most Popular Articles of 2021

forward to taking delayed vacations. HBS faculty members shared books they planned to read during their downtime, pulling from the worlds of technology, history, and science fiction. 4. How to Learn from the... View Details

Keywords: by Danielle Kost

24 Oct 2018
Sharpening Your Skills

Startup or Established Company? Which Is Best for You?

What are the tradeoffs between going to a startup versus joining a mature company? Having done both, several times, I get this question all the time. There are many things to consider and lots of “it depends” when it comes to where you... View Details

Keywords: by Julia B. Austin

22 Apr 2022
Research & Ideas

Companies Can Expand Their Talent Pool by Giving Ex-Convicts a Second Chance

conditions are being met now, or could be met with low-cost policies.” Do ‘Ban the Box’ laws backfire? In recent years, 35 states and 150 cities and counties have adopted so-called “Ban the Box” laws that... View Details

Keywords: by Jay Fitzgerald

Publications