by Quy-Toan Do - Publications - Faculty & Research

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last-minute change in travel plans in contrast to the sulky server at an expensive restaurant who clearly wanted to View Details

Keywords: by Jim Aisner; Retail

14 Apr 2003
Research & Ideas

Pay-for-Performance Doesn’t Always Pay Off

Ideal Laboratory In the early 90s, Hewlett-Packard seemed a perfect setting for innovations in pay. A so-called "built-to-last" company, it was highly decentralized and enjoyed a sense of mutual trust, high commitment, and wide use of management View Details

Keywords: by Martha Lagace

01 Dec 2003
What Do You Think?

Is This the Twilight Era for the Managed Mutual Fund?

a vile 'market timer' is a sad commentary on how inflexibly the mutual fund industry is viewed by academics, regulators and distributors." Richard Eckel suggests that both perceptions and real problems will be addressed when, among... View Details

Keywords: by James Heskett

28 Feb 2005
Research & Ideas

Amazon, eBay and the Bidding Wars

had to be extended because a bid was made in the last 10 minutes of regularly scheduled time. Q: When is sniping a winning strategy? A: On eBay, people snipe to avoid price wars. By bidding at the last minute, they don't give others who... View Details

Keywords: by Sara Grant; Web Services; Technology

03 Dec 2001
Research & Ideas

Healthcare Conference Looks At Ailing Industry

typically allow a larger population of less skilled or less wealthy people to do things in more convenient, lower cost settings that traditionally could only be done by specialists in less convenient,... View Details

Keywords: by Martha Lagace; Health

20 Jan 2016
Research & Ideas

Maybe Uber isn't God's Gift to Mankind

It’s easy to understand why so many people embrace transportation network companies like Uber and the growing number of other ride-sourcing startups, which enable drivers to make money using their own vehicles. By allowing passengers to... View Details

Keywords: by Carmen Nobel; Transportation; Insurance

12 Oct 1999
Research & Ideas

Value Judgments: Business Ethics Across Borders

terms of not only financial performance but management practices and reputation in the community. The result of her efforts is the MBA elective course Globalization, Culture, and Management. According to Paine, as students examine the values and beliefs embraced View Details

Keywords: by Judith A. Ross

03 Feb 2018
Op-Ed

How to Heed BlackRock's Call for Corporate Social Responsibility

Larry Fink recently created a shockwave. As cofounder, chairman, and CEO of BlackRock, one of the world’s largest global asset management firms, in an open letter to CEOs he caught the attention of financial markets and beyond by... View Details

Keywords: by Julie Battilana

24 Jan 2005
Research & Ideas

Entrepreneurial Hospital Pioneers New Model

In Bangalore, a state-of-the-art hospital staffed by Western-trained physicians treats anyone suffering from a heart ailment. It accepts patients regardless of caste, class, religion, and perhaps most surprisingly, their ability to pay... View Details

Keywords: by Martha Lagace; Health

19 Nov 2019
Op-Ed

Gender Bias Complaints against Apple Card Signal a Dark Side to Fintech

which was historically plagued by frictions, is becoming potentially more accurate, efficient, and cost effective. For small-business lending, technology is changing the game, providing access to capital for more small businesses that... View Details

Keywords: by Karen G. Mills; Financial Services

25 Aug 2017
Op-Ed

Op-Ed: After Charlottesville, Where Does a CEO's Responsibility Lie?

for college-educated minority voters. Putting those two findings together, it is clear that young college-educated Americans don’t just disapprove of Trump, they do so strongly and overwhelmingly. Given the intensity of feelings aroused... View Details

Keywords: by Gautam Mukunda

26 Aug 2013
Lessons from the Classroom

Built for Global Competition from the Start

generation ago. If you are a global entrepreneur, says Harvard Business School Associate Professor William R. Kerr, "you have to think much earlier and much faster." The new MBA second-year course Launching Global Ventures (LGV), developed View Details

Keywords: by Kim Girard; Education

30 Mar 2020
Research & Ideas

Readers Ask: I Need Tips for Working at Home

School, studies how location and geographic mobility affect worker productivity and innovation. His research also examines how companies benefit by allowing employees to work remotely. Choudhury answered questions from participants in a... View Details

Keywords: by Kristen Senz

23 Sep 2013
Research & Ideas

Status: When and Why It Matters

most from status. For everyone after that, status differences do not matter nearly as much, if at all," Malter says. His paper on the grand cru classification has been conditionally accepted by a major... View Details

Keywords: by Dina Gerdeman

21 Jan 2013
Research & Ideas

Altruistic Capital: Harnessing Your Employees’ Intrinsic Goodwill

Measuring Social Impact Historically, economists and firms alike have banked on the theory that workers are motivated by earning financial incentives and boosting revenues. And in designing development projects for developing countries,... View Details

Keywords: by Carmen Nobel

07 Aug 2000
Research & Ideas

The Business of Biotech

heralding the start of National Biotechnology Month, as January 2000 had been designated by the U.S. Senate. For biotech, in fact, the party had begun months earlier, when hundreds of millions of dollars had poured into promising... View Details

Keywords: by Julia Hanna; Biotechnology; Health; Technology

29 Aug 2024
Research & Ideas

Shoot for the Stars: What to Know About the Space Economy

they’ve come down by roughly an order of magnitude, roughly 90 percent. Starship promises to do that again. You could be talking about launch that’s something like 99 percent cheaper. The other thing that’s... View Details

Keywords: by Kara Baskin; Aerospace

28 Nov 2012
What Do You Think?

Should Pay-for-Performance Compensation be Replaced?

individualized) levels." Peter Lee added "The real issue is what you consider to be performance Performance is all about quality-quality of effort as well as results." Gerald Nanninga suggested that "let's solve the problem View Details