Customer Focused Organization - Publications - Faculty & Research

2008
Chapter

Corporate Honesty and Business Education: A Behavioral Model

By: Rakesh Khurana and Herbert Gintis

Since the mid-1970s neoclassical economic theory has dominated business school thinking and teaching in dealing with the nature of human motivation. However valuable in understanding competitive product and financial markets, neoclassical economic theory employs an... View Details

Keywords: Business Education; Ethics; Managerial Roles; Corporate Social Responsibility and Impact; Organizational Culture; Business and Shareholder Relations; Mathematical Methods; Behavior

Citation

2022
White Paper

The American Opportunity Index: A Corporate Scorecard of Worker Advancement

By: Matt Sigelman, Joseph Fuller, Nik Dawson and Gad Levanon

The American Opportunity Index: A Corporate Scorecard of Worker Advancement is a new effort to give companies and other stakeholders a set of robust tools that measure how well major employers are doing in fostering economic mobility for workers and how they could do... View Details

Keywords: Upward Mobility; Career Advancement; Personal Development and Career; Compensation and Benefits; Employees; Wages; Human Capital; Recruitment

Citation

Read Now

03 Jan 2017
First Look

January 3, 2017

January 2017 Journal of Financial Economics The Unintended Consequences of the Zero Lower Bound Policy By: Di Maggio, Marco, and Marcin Kacperczyk Abstract—We study the impact of the zero lower bound interest rate policy on the industrial View Details

Keywords: Carmen Nobel

16 Jul 2013
First Look

First Look: July 16

influence when the vast majority can't? The authors tracked 68 change initiatives in the UK's National Health Service, an organization whose size, complexity, and tradition can make reform difficult. They discovered several predictors of... View Details

Keywords: Anna Secino

01 Jan 2014
News

To Spot Financial Trouble Early, Use Three Circles: A conversation with Blythe McGarvie of Harvard Business School

08 Nov 2013
HBS Seminar

Laura Diaz Anadon, Harvard Kennedy School

17 Apr 2017
HBS Case

This Turkish Debt Collector Is Customer-friendly

traditional debt collection firms have begun looking at how to change their collection practices to incorporate a more collaborative approach. As Turkasset’s case shows, however, that transformation is not something that can be done by halves. Reframing an View Details

Keywords: by Michael Blanding; Financial Services

21 Mar 2004
Research & Ideas

Loyalty: Don’t Give Away the Store

Frequent shopping programs that reward customers with discounts or other perks are commonplace in grocery stores, but many are not as effective in influencing buying behavior as they could be, argues HBS professor Rajiv Lal. "The... View Details

Keywords: by Manda Salls; Consumer Products; Retail

19 May 2014
Research & Ideas

Why Companies Should Compete for Your Privacy

Competition drives the supply of services with a low level of disclosure, since some customers will choose to pay more for a service in exchange for keeping their personal information under wraps. Competition ensures that services that... View Details

Keywords: by Dina Gerdeman; Consumer Products

02 Jun 2014
Research & Ideas

Excerpt: ‘A Social Strategy’

eschewed broadcasting messages to customers, instead focusing on connecting customers to each other, subsequently linking those customers' actions to increased profitability. To see this approach in action,... View Details

02 Jul 2013
First Look

First Look: July 2

service standards in the company's hospitality portfolio, Far East Hospitality. Chan and her small team in the Service Quality and Standards Department (SQSD) for Far East Organization apply to the Singapore government for the National... View Details

Keywords: Anna Secino

19 Jul 2013
News

All in Good Time

Andrea Silbert Financial analyst. Grassroots organizer. Social entrepreneur. Candidate for political office. These are just a few of the titles held by Andrea Silbert (MBA 1991 / MPA 1992) over the years. Now president of the Boston-based Eos Foundation, a... View Details

Keywords: Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations

05 Jun 2014
Research & Ideas

Fixing the ‘I Hate Work’ Blues

and believe that it makes a difference, engagement drops off dramatically. When engagement falls, so does productivity. Message Not Being Heard Many senior executives have been focused on building mission-driven View Details

Keywords: by Bill George

02 Aug 2021
What Do You Think?

Can Companies with Remote Management Succeed?

conditions mentioned included only if: Top management is ready to know more about customer experiences and make the investment required to put the knowledge to work. Management is prepared to delegate the task to a broad swath of the... View Details

Keywords: by James Heskett

20 Sep 2013
News

Connections Add Up

personal finance curriculum to 5 million students, who range from kindergartners to high school seniors across the country. Morrison says her charge is to prepare the organization for the future. "I need to make sure we're doing the right... View Details

Keywords: Jill Radsken; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations

24 Apr 2014
News

Improving the service experience requires excellence—but not in everything

Everyone knows what bad service feels like—and that’s something Frances Frei, Professor at HBS, wants to fix. Making the service experience better for everyone, from customers to employees, begins with understanding the services View Details

02 Jul 2010
What Do You Think?

Is Profit as a “Direct Goal” Overrated?

have observed. Almost to a person, they treat profit as a by-product of other things to which they devote most of their attention, things such as a focused strategy that delivers results to carefully-selected View Details

Keywords: by Jim Heskett

01 Sep 2004
News

Nancy Hall (MBA 1974)

of the board of the local YWCA and decided to come in once a week to help out. I soon realized that nonprofits could really use the skills I had — finance, marketing, planning. I saw that many nonprofits didn’t know who their customers... View Details

Keywords: Susan Young; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations

23 Jun 2003
Research & Ideas

Psychology, Pathology, and the CEO

horizontally. In his first months at the company, Haythornthwaite formed nine strategy teams comprising people from across the divisions, with each team focused on one of nine customer segments. When the... View Details

Keywords: by Rosabeth Moss Kanter

22 Nov 2011
News

A Storybook Beginning

the organization is based. After partnering with USAID and private funders to bring e-readers to six schools in Ghana, Worldreader now has extended its reach to Kenya, where a foundation is partnering with Risher’s group to bring Kindles... View Details

Keywords: Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations

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