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Show Results For
- All HBS Web
(484)
- News (46)
- Research (369)
- Events (1)
- Multimedia (3)
- Faculty Publications (264)
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- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
of an organization," they continue. "How well a business is able to manage and implement the service delivery process has a direct effect on retention of existing clients, and can have a significant impact on acquiring new... View Details
- 2008
- Working Paper
Minimally Altruistic Wages and Unemployment in a Matching Model
By: Julio J. Rotemberg
This paper presents a model in which firms recruit both unemployed and employed workers by posting vacancies. Firms act monopsonistically and set wages to retain their existing workers as well as to attract new ones. The model differs from Burdett and Mortensen (1998)... View Details
Rotemberg, Julio J. "Minimally Altruistic Wages and Unemployment in a Matching Model." NBER Working Paper Series, No. 13755, February 2008.
- 2023
- Working Paper
Fintech to the (Worker) Rescue: Access to Earned Wages, Financial Health and Employee Turnover
By: Jose Murillo, Boris Vallée and Dolly Yu
Using novel data from a Mexican FinTech firm, we study the usage by workers of earned wages access, an innovative financial service offered by firms to their employees as a benefit. We find usage to be significant and concentrated towards the end of the pay cycle. We... View Details
Keywords: Fintech; Present Bias; Earned Wage Access; Wages; Employees; Retention; Well-being; Mexico
Murillo, Jose, Boris Vallée, and Dolly Yu. "Fintech to the (Worker) Rescue: Access to Earned Wages, Financial Health and Employee Turnover." Working Paper, 2023.
- January 2021
- Exercise
E-Commerce Analytics for CPG Firms (B): Optimizing Assortment for a New Retailer
By: Ayelet Israeli and Fedor (Ted) Lisitsyn
The E-Commerce Analytics group at the traditional CPG firm was in charge of compiling various online sales reports, as well as making data-driven recommendations for sales and marketing tactics. In a series of exercises, students address different data challenges for... View Details
Keywords: Data Analysis; Data Analytics; CPG; Consumer Packaged Goods (CPG); Online Channel; Retail Analytics; Retail; Retailing Industry; Data; Data Sharing; Ecommerce; CRM; Loyalty Management; Assortment Planning; Assortment Optimization; Lifetime Value (LTV); Analytics and Data Science; Analysis; Retention; E-commerce; Retail Industry; Consumer Products Industry; United States
Israeli, Ayelet, and Fedor (Ted) Lisitsyn. "E-Commerce Analytics for CPG Firms (B): Optimizing Assortment for a New Retailer." Harvard Business School Exercise 521-079, January 2021.
- December 2007 (Revised February 2009)
- Case
Don Jenkins: Resigning from the Firm
By: Boris Groysberg, Geoff Eckman Marietta and Steven Manchel
Don Jenkins, a star event planner at a large firm, resigns to take a position at a boutique firm. However, Don may have made some mistakes when departing that could be trouble later on down the road. The case can be used to teach the business and legal aspects of... View Details
Keywords: Talent and Talent Management; Resignation and Termination; Retention; Law; Service Industry
Groysberg, Boris, Geoff Eckman Marietta, and Steven Manchel. "Don Jenkins: Resigning from the Firm." Harvard Business School Case 408-094, December 2007. (Revised February 2009.)
- January–February 2014
- Article
Can a Strong Culture Be Too Strong?
By: David A. Garvin
The article presents a case study of a business enterprise with high employee turnover that is considering adopting a personnel management innovation, referred to as People Support, involving a group of managers whose role is to listen to and help resolve employees'... View Details
Garvin, David A. "Can a Strong Culture Be Too Strong?" Harvard Business Review 92, nos. 1-2 (January–February 2014): 113–117.
- November 21, 2022
- Article
Now You See Me, Now I'm Gone
By: Boris Groysberg, Derek Haas and Eric Lin
As undervalued performers become more visible, they also gain more options to leave their employers. View Details
Groysberg, Boris, Derek Haas, and Eric Lin. "Now You See Me, Now I'm Gone." MIT Sloan Management Review (website) (November 21, 2022).
- October 1998
- Case
"Pathways to Independence": Welfare-to-Work at Marriott International
By: Rosabeth M. Kanter and Ellen Pruyne
In 1991 Marriott International established a program called Pathways to Independence to recruit and train people from the welfare rolls. The program graduated over 1,000 people in eight years and retained about 20% more of its participants than regular hires. Now the... View Details
Kanter, Rosabeth M., and Ellen Pruyne. "Pathways to Independence": Welfare-to-Work at Marriott International. Harvard Business School Case 399-067, October 1998.
- 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
Rouen, Ethan, and Suraj Srinivasan. "JOE & THE JUICE Crosses the Atlantic (with video link)." Harvard Business School Multimedia/Video Case 118-039, November 2017. (Revised June 2019.)
- March 1, 2013
- Article
Nonprofits Need to Compete for Top Talent
Chertavian, Gerald. "Nonprofits Need to Compete for Top Talent." Harvard Business Review (website) (March 1, 2013).
- 2024
- Article
Psychological Safety as an Enduring Resource amid Constraints
By: Hassina Bahadurzada, Amy C. Edmondson and Michaela J. Kerrissey
While psychological safety is recognized as valuable in healthcare, its relationship to resource constraints is not well understood. We investigate whether psychological safety mitigates the negative impact of resource constraints on employees. Leveraging longitudinal... View Details
Keywords: Burnout; Psychological Safety; Healthcare Administration; Health Care and Treatment; Employees; Retention; Well-being; Health Industry
Bahadurzada, Hassina, Amy C. Edmondson, and Michaela J. Kerrissey. "Psychological Safety as an Enduring Resource amid Constraints." Special Issue on Psychological Safety in Healthcare Settings. International Journal of Public Health 69 (2024).
- August 2005 (Revised August 2006)
- Exercise
People Management
By: Boris Groysberg and David Lane
Highlights critical gaps between research and practice in the field of strategic human resources management. Also, aims to debunk some myths and preconceptions that general managers bring to their HR decisions. Before class, participants fill out a true-or-false... View Details
Groysberg, Boris, and David Lane. "People Management." Harvard Business School Exercise 406-034, August 2005. (Revised August 2006.)
- February 2000 (Revised March 2004)
- Case
Venture Law Group (A)
By: Thomas J. DeLong, Ashish Nanda and Scott D Landry
Craig Johnson, Venture Law Group's (VLG) chairman, founded VLG in 1993 with a goal of "zero voluntary turnover." In late 1998, Johnson faces the departure of three important partners, prompting himself to ask what VLG can do in the midst of an "economic hurricane" that... View Details
Keywords: Business Model; Customer Relationship Management; Partners and Partnerships; Retention; Legal Services Industry
DeLong, Thomas J., Ashish Nanda, and Scott D Landry. "Venture Law Group (A)." Harvard Business School Case 800-065, February 2000. (Revised March 2004.)
- 21 May 2007
- Research & Ideas
Fixing the Marketing-CEO Disconnect
aren't very helpful. Indeed, popular metrics such as customer satisfaction, acquisition, and retention have turned out to be very poor indicators of customers' true perceptions or the success of marketing activities. Often, they're... View Details
Keywords: by Sean Silverthorne
- October 2024
- Article
Canary Categories
By: Eric Anderson, Chaoqun Chen, Ayelet Israeli and Duncan Simester
Past customer spending in a category is generally a positive signal of future customer spending. We show that there exist “canary categories” for which the reverse is true. Purchases in these categories are a signal that customers are less likely to return to that... View Details
Keywords: Churn; Churn Management; Churn/retention; Assortment Planning; Retail; Retailing; Retailing Industry; Preference Heterogeneity; Assortment Optimization; Customers; Retention; Consumer Behavior; Forecasting and Prediction; Retail Industry
Anderson, Eric, Chaoqun Chen, Ayelet Israeli, and Duncan Simester. "Canary Categories." Journal of Marketing Research (JMR) 61, no. 5 (October 2024): 872–890.
- January 2011 (Revised March 2011)
- Case
Development and Promotion at North Atlantic Hospital
By: Boris Groysberg, Lisa Leffert, Kerry Herman and Libby Williams
Dr. Elizabeth Harris, Chair of the Department of Anesthesiology (DA) at North Atlantic Hospital (NAH), faces several significant challenges. Staff satisfaction surveys confirmed her assessment that department faculty morale was low, the tenure and promotion system was... View Details
Keywords: Training; Employees; Retention; Performance Evaluation; Personal Development and Career; Motivation and Incentives; Health Industry
Groysberg, Boris, Lisa Leffert, Kerry Herman, and Libby Williams. "Development and Promotion at North Atlantic Hospital." Harvard Business School Case 411-018, January 2011. (Revised March 2011.)
- May 1996 (Revised November 2018)
- Case
Ecolab, Inc.
By: Ashish Nanda
By 1993, Ecolab has established a dominant market position in the institutional cleaning industry. As the company’s principal competitor, Diversify, drives sales aggressively, Ecolab president Al Schuman faces a choice about how best to market Ecolab’s offerings.... View Details
Keywords: Customer Relationship Management; Employees; Retention; Marketing Strategy; Risk Management; Service Industry
Nanda, Ashish. "Ecolab, Inc." Harvard Business School Case 396-371, May 1996. (Revised November 2018.)
- December 2008 (Revised February 2015)
- Case
A.J. Washington: Retaining an NFL Star
By: Andrew Wasynczuk and Nicole Shae Bennett
General Manager Luke Kolville, of the Los Angeles Spartans, struggles with the best approach to negotiate a long-term contract for his star quarterback. The agent for Washington is relatively new to the industry and has his sights set particularly high. Kolville needs... View Details
Keywords: Retention; Human Capital; Contracts; Managerial Roles; Negotiation; Groups and Teams; Sports Industry; Los Angeles
Wasynczuk, Andrew, and Nicole Shae Bennett. "A.J. Washington: Retaining an NFL Star." Harvard Business School Case 909-033, December 2008. (Revised February 2015.)
- December 1986 (Revised November 1990)
- Case
Club Med (B)
Highlights the issue of high employee turnover in a multi-site, international subsidiary of a large resort company. Also described are service-quality problems the company has because the amount of value added through employee interaction with customers is high.... View Details
Keywords: Globalized Firms and Management; Retention; Recruitment; Cross-Cultural and Cross-Border Issues; Tourism Industry; United States
Hart, Christopher. "Club Med (B)." Harvard Business School Case 687-047, December 1986. (Revised November 1990.)
- February 2014
- Teaching Note
A.P. Møller–Maersk Group: Evaluating Strategic Talent Management Initiatives
By: Boris Groysberg, Sarah L. Abbott and Robin Abrahams
This teaching note is an accompaniment to the case, A.P. Møller–Maersk Group: Evaluating Strategic Talent Management Initiatives. The case reviews the talent management issues being discussed at Maersk Group, a global conglomerate with large shipping and oil & gas... View Details