Publications

17 May 2022
Cold Call Podcast

Delivering a Personalized Shopping Experience with AI

Keywords: Re: Jill J. Avery

February 1995 (Revised June 1999)
Case

Chemical Bank: Implementing the Balanced Scorecard

By: Robert S. Kaplan and Norman Klein

The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business. It wishes to implement a new strategy to become a preferred financial service provider to target customer groups.... View Details

Keywords: Balanced Scorecard; Adoption; Growth and Development Strategy; Communication Strategy; Customer Relationship Management; Management Systems; Performance Evaluation; Banks and Banking; Measurement and Metrics; Banking Industry

January – February 2008
Article

Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance

By: Zeynep Ton and Robert S. Huckman

We examine the impact of employee turnover on operating performance in settings that require high levels of knowledge exploitation. Using 48 months of turnover data from U.S. stores of a major retail chain, we find that, on average, employee turnover is associated with... View Details

Keywords: Customer Focus and Relationships; Governance Compliance; Retention; Standards; Service Operations; Business Processes; Retail Industry; United States

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September 2015 (Revised February 2017)
Case

MOD Pizza: A Winning Recipe?

By: Boris Groysberg, John D. Vaughan and Matthew Preble

Scott and Ally Svenson, the founders of MOD Pizza, had to make a number of decisions in planning how to scale their small company. They wanted to grow MOD from 45 stores as of May 2015 to 200 stores by the end of 2016, and while the two believed that MOD could manage... View Details

Keywords: Entrepreneurship; Employees; Employee Relationship Management; Selection and Staffing; Leadership; Growth and Development Strategy; Marketing; Service Delivery; Organizational Culture; Corporate Social Responsibility and Impact; Mission and Purpose; Service Industry; United States

03 Jul 2013
What Do You Think?

What Are the Limits of Transparency?

those intentions. People establish relationships with institutions they trust ." Gerald Nanninga, in observing that we overdo caution, asked, "How can you expect people to implement the strategy if they don't know what it... View Details

Keywords: by James Heskett

2000
Book

The Collaboration Challenge: How Nonprofits and Business Succeed through Strategic Alliances

By: J. E. Austin

Keywords: Alliances; Business Ventures; Nonprofit Organizations

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June 2004
Article

A Catering Theory of Dividends

By: Malcolm Baker and Jeffrey Wurgler

We propose that the decision to pay dividends is driven by prevailing investor demand for dividend payers. Managers cater to investors by paying dividends when investors put a stock price premium on payers, and by not paying when investors prefer nonpayers. To test... View Details

Keywords: Dividends; Catering; Financial Instruments; Investment Return; Business and Shareholder Relations

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September 2001 (Revised August 2004)
Case

Rapid Rewards at Southwest Airlines

By: Frances X. Frei and Corey B. Hajim

Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details

Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry

December 2022
Case

To Feed the Planet: Juan Luciano at ADM

By: Joshua D. Margolis, David E. Bell, Damien McLoughlin, Stacy Straaberg and James Weber

In December 2022, Juan Luciano, Chairman and CEO of agribusiness and nutrition giant ADM, considered the next phase of the historic company’s future. Beginning in 2011 when he joined as COO and moving into his tenure as CEO in 2015, Luciano led a transformation of ADM... View Details

08 Feb 2016
Blog Post

Applying to Business School as a Couple

people has been a wonderful new chapter in our relationship together. What plans do you have after business school? We're moving back to the West Coast! Patrick is joining the Corporate Strategy and Business Development team at Disney... View Details

January 2021 (Revised March 2022)
Case

Arçelik: From a Dealer Network to an Omnichannel Experience

By: Ayelet Israeli and Fares Khrais

Arçelik Turkey, the country’s market leader in household appliances, was at an omnichannel crossroads in January 2020. Arçelik was a B2B player utilizing a dealership network with an umbrella of brands and had one of the largest brick-and-mortar store networks in... View Details

June 2023 (Revised February 2025)
Case

Doing Business in Lima, Peru

By: Jeffrey T. Polzer, Leonard A. Schlesinger and Max Hancock

This case examines the challenges and opportunities of doing business in Peru. It highlights Peru's economic transformation in the decades leading up to 2024 in the context of its history, culture, and politics. The case gives an overview of some of the main obstacles... View Details

Keywords: Business History; Business and Government Relations; Corporate Strategy; Mining Industry; Peru; Latin America

Profile

Bridgette Slater

specific path. Coming to HBS is like... ...a prolonged summer camp. HBS is overflowing with the unbridled enthusiasm of students eager to deepen our self-awareness, explore beyond our comfort zone, and develop meaningful relationships... View Details

October 2005 (Revised October 2006)
Case

Infosys (A): Strategic Human Resource Management

By: Thomas J. DeLong, Jaya Tandon and Ganesh Rengaswamy

Hema Ravichandar, head of human resources, was given a new and aggressive milestone to reach: ensure Infosys is on the Top 10 lists of both Best Performing Companies and Best Employers by 2007. No large organization had ever been able to achieve this distinction... View Details

Keywords: Business Growth and Maturation; Transition; Cost; Human Resources; Employee Relationship Management; Problems and Challenges; Competitive Strategy; Information Technology Industry

Web

Summer Associates | Social Enterprise | Harvard Business School

Experience Feedback from students and employers has helped us identify some key elements for a successful experience: A high level of responsibility with significant chance to explore issues of management in social enterprise A clear reporting View Details

April 2020 (Revised August 2021)
Case

Singapore: 'Facing Challenges Together'

By: Richard H.K. Vietor

Since its expulsion from Malaysia in 1965, Singapore had transformed itself from a third world island nation into a vibrant city-state with one of the highest levels of GDP per capita in the world. However, sluggish demand among Singapore's major trade partners began... View Details