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- All HBS Web (678)
- Faculty Publications (179)
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- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details
Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- 16 Dec 2014
- First Look
First Look: December 16
Publications December 2014 Management Science When Performance Trumps Gender Bias: Joint Versus Separate Evaluation By: Bohnet, Iris, Alexandra van Geen, and Max Bazerman Abstract—We examine a new intervention to overcome gender biases in... View Details
Keywords: Sean Silverthorne
- 28 Sep 2009
- Research & Ideas
Improving Accountability at the World Bank
deliberation. The Bank should also encourage debate on the project or policy reform in national legislatures prior to board discussion; The Implementation, Supervision, and Completion stage should use participatory monitoring and View Details
Keywords: by Alnoor Ebrahim
- 24 Sep 2012
- Research & Ideas
Why Do We Tax?
to evaluating taxes so that it reflects this messier reality. As I summarize it in the paper: "This paper argues that the puzzle of limited tagging is a symptom of a more fundamental problem: conventional optimal tax theory View Details
- 03 Nov 2015
- First Look
November 3, 2015
the interaction of the number and spacing of a family’s children with the pricing policies of the local school. This within-neighborhood variation in tuition prices allows us to control for unobserved determinants of demand with a fine... View Details
Keywords: Sean Silverthorne
- 21 Sep 2010
- First Look
First Look: September 21, 2010
historical figures in Irish political economy along the analysis of major thematic issues, schools of thought, and major policy debates within the Irish context over this extended period. Publisher's Link:... View Details
Keywords: Sean Silverthorne
- January 2001
- Background Note
Country Analysis in a "Global Village"
By: Bruce R. Scott
Substantially rewritten to establish the relevance of countries in the global context. It does so in terms of their differing economic performance in recent decades, and also by contrasting those that have "converged" toward the rich country norm (as theory would... View Details
Keywords: Globalized Economies and Regions; Macroeconomics; Trade; Business Strategy; Performance Evaluation; Industry Growth; Currency; Policy; Development Economics
Scott, Bruce R. Country Analysis in a "Global Village". Harvard Business School Background Note 701-074, January 2001.
- 26 Mar 2007
- Research & Ideas
Learning from Failed Political Leadership
enterprise system; and that b) all peoples inhabiting the planet are potentially our friends if we could only get rid of a few terrorist troublemakers. American foreign policy is often based on these erroneous beliefs—which we demonstrate... View Details
Keywords: by Martha Lagace
- 07 Nov 2006
- First Look
First Look: November 7, 2006
engineering development and construction projects. In what ways are the challenges of managing large, complex projects different from the challenges of managing other large industrial activities? How is it possible to evaluate the... View Details
Keywords: Sean Silverthorne
- 10 May 2011
- First Look
First Look: May 10
Ashraf, Dean Karlan, and Wesley Yin Publication:World Development 38, no. 3 (March 2010) Abstract Female "empowerment" has increasingly become a policy goal, both as an end to itself and as a means to achieving other development... View Details
Keywords: Sean Silverthorne
- 24 Jul 2014
- Op-Ed
Reform Tax Law to Keep US Firms at Home
international provisions. My comments attempt to outline briefly the origins of these transactions, the range of alternative solutions, guidelines for evaluating alternative reforms and some reforms that should be avoided. The last twelve... View Details
- 06 Mar 2006
- What Do You Think?
The China Dilemma for U.S. Firms: Comply, Resist, or Leave?
choice of resisting or leaving, as we will be inevitably be the next victims of the repressive policies we did not confront but ended up supporting by complying." Some offered more highly-textured advice. Saurabh Gautam said,... View Details
- 02 May 2017
- First Look
First Look at New Research: May 2, 2017
And an audience of customers standing by with their smartphones to record any spectacle seems to have had, until now, unfortunately, no discernable impact on corporate policy guidelines for dealing with uncooperative customers. Companies... View Details
Keywords: Carmen Nobel
- 02 Jul 2001
- Research & Ideas
Ray A. Goldberg
discussions. Known as the Private and Public, Scientific, Academic, and Consumer Food Policy Group (PAPSAC), the organization is dedicated to using a multidisciplinary approach to "assist the food system in View Details
- 30 Jan 2012
- Research & Ideas
Measuring the Efficacy of the World’s Managers
WMS site also features individual policy reports for manufacturing, education, health-care, and retail organizations, providing a management benchmark for executives in any of those fields. On average, based on the View Details
Keywords: by Carmen Nobel
- 07 Aug 2012
- First Look
First Look: August 7
several features of the data, including equilibrium dividend policies similar to a Lintner partial-adjustment model; modal dividend changes of zero, stronger market reactions to dividend cuts than increases, relative infrequency and... View Details
Keywords: Sean Silverthorne
- 21 Aug 2007
- First Look
First Look: August 21, 2007
forward-looking perspectives of agency leaders and industry representatives within FDA's regulatory history, this volume presents readers with new tools for evaluating policy recommendations and will better... View Details
Keywords: Martha Lagace
- 14 May 2019
- Research & Ideas
Ethics Bots and Other Ways to Move Your Code of Business Conduct Beyond Puffery
advises that firms not be afraid to experiment. An ethics code shouldn’t be a monolith, but rather a living document that can be adapted to the expanding needs of a firm and its employees. After rolling out a policy to a subgroup of... View Details
Keywords: by Michael Blanding
- 06 Jan 2012
- Op-Ed
Where Green Corporate Ratings Fail
for its carbon performance. Such ratings and rankings are largely based on companies' direct carbon footprint. For example, the Dow Jones Sustainability Index (DJIS), which evaluates the economic, environmental, and social performances of... View Details
- 08 Nov 2016
- First Look
November 8, 2016
competition law and, where appropriate, suggest remedies to right the violations we uncover. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51875 2016 Transformational Change in Environmental and Natural Resource Management: Guidelines for View Details
Keywords: Sean Silverthorne