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Show Results For
- All HBS Web
(1,102)
- People (2)
- News (453)
- Research (538)
- Events (8)
- Multimedia (25)
- Faculty Publications (217)
- September 2011
- Article
The Labor Illusion: How Operational Transparency Increases Perceived Value
By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
- 10 Feb 2015
- News
Why Metrics Get Worse With Scale
- 2000
- Book
Nihon no Kyōsō Senryaku [Can Japan Compete?]
By: Michael E. Porter, Hirotaka Takeuchi and M. Sakakibara
The result of a major piece of research, this book reveals that there have long been two Japans, the familiar one that was highly competitive, and another Japan, almost invisible, that was highly uncompetitive. The authors unravel this puzzle, and provide a solution... View Details
- 02 Oct 2014
- News
Dealing With Employee Disengagement: Competition vs. Collaboration
- 01 Mar 2016
- News
Crime Doesn’t Pay, Says Harvard Bribery Study
- Web
Expatriate Traders in the Treaty Port Communities - A Chronicle of the China Trade
John described in detail an attack on Augustine Heard & Co. on December 7, 1842 when a Chinese crowd pillaged and stole $250,000 from the company treasury. Augustine Heard led Western and Chinese employees out View Details
- 25 May 2017
- News
Why Wall Street Went Astray: Eight Ways To Humanize Finance
- 22 Jul 2014
- News
What Impact? Resist Taking Credit for Results You Can't Achieve
- 18 Apr 2013
- News
A Closet Filled With Regrets
- 23 Nov 2019
- News
Big Tech and Data Privacy
- October 2019
- Case
GRIT Fitness
By: Lynda M. Applegate and Olivia Hull
In December 2018, GRIT Fitness was a growing chain of boutique fitness studios offering a variety of workout classes, including weightlifting, high intensity interval training, and cardio dance. With 400 members and three Dallas studios, CEO Brittani Rettig believed... View Details
Keywords: Entrepreneurship; Business Startups; Mission and Purpose; Corporate Strategy; Customer Focus and Relationships; Forecasting and Prediction; Business Plan; Trends; Experience and Expertise; Talent and Talent Management; Training; Health; Selection and Staffing; Leadership Style; Leadership Development; Management Style; Management Teams; Brands and Branding; Organizational Culture; Organizational Structure; Motivation and Incentives; Sports; Competition; Diversification; Expansion; Value Creation; Health Industry; Sports Industry; Texas
Applegate, Lynda M., and Olivia Hull. "GRIT Fitness." Harvard Business School Case 820-016, October 2019.
- 05 Apr 2022
- Blog Post
The HBS New Venture Competition Turns 25: Celebrating A Quarter Century of Innovation and Entrepreneurship
prize. Viewers also had the opportunity to select a crowd favorite in each of the three tracks, with a prize value of $5,000. In a separate process that recognizes the unique... View Details
- March–April 2019
- Article
Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees
By: Ryan W. Buell
Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the... View Details
Keywords: Operational Transparency; Customers; Services; Operations; Customer Focus and Relationships; Employees; Customer Satisfaction; Behavior; Service Industry
Buell, Ryan W. "Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees." R1902H. Harvard Business Review 97, no. 4 (March–April 2019): 102–113.
- Web
War & Peace: The Lessons of History for Leadership, Strategy, Negotiation & Humanity - Course Catalog
today becomes possible for us to negotiate or achieve in the future. Challenge received wisdom and implicit theories regarding the causes of conflict and the prospect of its... View Details
- 12 PM – 1 PM EST, 16 Feb 2017
- Webinars: Trending@HBS
Grown and Flown: Parenting Through the High School Years
High school is a time of dynamic growth for kids who enter in 9th grade with one foot still in childhood and graduate four years later, well on their way to adulthood. But teens are not the only ones in a family who are changing. Adults, too, must learn to adapt to the... View Details