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  • 12 Feb 2018
  • Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

the UPS Foundation Associate Professor of Service Management in the Technology and Operations Management Unit. “When we are feeling bad, one way we cope is by comparing ourselves to people who are worse off than we are.” Perhaps nowhere... View Details
Keywords: by Michael Blanding; Service; Service
  • Web

2023 Reunion Presentations - Alumni

coaching session. BAKER LIBRARY Stamps Reading Room | 9:00 am – 5:00 pm + More Info – Less Info Exploring a new career opportunity, working on a pitch deck, or interested in finding out more about a competitor? We can help! Talk to a Baker librarian to learn how to... View Details
  • January 2017
  • Teaching Note

The Park Hotels: Revitalizing an Iconic Indian Brand

By: Jill Avery and Chekitan S. Dev
Priya Paul, chairwoman of The Park Hotels, an award-winning portfolio of thirteen boutique hotels scattered across India, was in the midst of a brand revitalization program. Landor Associates, a leading brand consultancy, had identified three areas of concern: the... View Details
Keywords: Brand Management; Brand Positioning; Brand Portfolio Strategy; Brand Architecture; Brand Repositioning; Target Market; Hospitality; Hotel Industry; Marketing; Brands and Branding; Marketing Strategy; Service Delivery; Service Industry; Service Industry; India; Asia
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  • Web

HBS - The year in Review

of critical services to faculty, staff, and students including research and course support, information and data management services, and information products. They also manage contemporary and historical collections, the HBS Art... View Details
  • Web

Business & Environment - Faculty & Research

Hydro-Quebec’s legacy of low-cost, renewable hydroelectric power, vertically integrated structure, and close ties with government and Indigenous communities positioned it uniquely, but also left little room for error. With aging infrastructure, unpredictable View Details
  • Program

Value Creation Through Effective Boards

Client Services manager can help you at any stage of the admissions process. Contact a program advisor via email or call +34.93.253.4200 Fee, Payment, and Cancellations The program fee covers tuition, course materials, and lunches during... View Details
  • 2025
  • Working Paper

Incentive-Compatible Recovery from Manipulated Signals, with Applications to Decentralized Physical Infrastructure

By: Jason Milionis, Jens Ernstberger, Joseph Bonneau, Scott Duke Kominers and Tim Roughgarden
We introduce the first formal model capturing the elicitation of unverifiable information from a party (the "source") with implicit signals derived by other players (the "observers"). Our model is motivated in part by applications in decentralized physical... View Details
Keywords: Mathematical Methods; Infrastructure; Information Infrastructure
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  • Web

Research - Global

customized soil nutrient management advisory service in India. As a methodological contribution, we examine whether and in which settings satellite measurements may be effective at estimating both agricultural yields and treatment...... View Details
  • Web

HBS - The year in Review

School’s 2023 Alumni Achievement Award winners. Commencement Press Release Class Day Press Release Dean’s Award Bestowed The Dean’s Award, recognizing service to the School and society, was given to Cassidy Wald (MBA 2023). This award... View Details
  • 20 Apr 2009
  • Research & Ideas

Misgovernance at the World Bank

seat on the board? A: I think the main service we can provide is to show that board members can be held accountable by data that are publicly available. It would be relatively simple for the Bank to publish the amounts of development... View Details
Keywords: by Martha Lagace
  • Web

Faculty & Research - Global

Krishna This paper evaluates a low-cost, customized soil nutrient management advisory service in India. As a methodological contribution, we examine whether and in which settings satellite measurements may be effective at estimating both... View Details

    Clayton S. Rose

    Clayton Rose is Baker Foundation Professor of Management Practice and teaches the course Accountability in the Advanced Management Program. His case writing is focused on the how leaders consider the... View Details

    Keywords: financial services
    • 12 Apr 2017
    • Research & Ideas

    Why Productivity Suffers When Employees Are Allowed to Schedule Their Own Tasks

    working paper Discretionary Task Ordering: Queue Management in Radiological Services by María R. Ibáñez, a doctoral candidate at Harvard Business School; Jonathan R. Clark , an assistant professor at the University of Texas at San... View Details
    Keywords: by Carmen Nobel; Health
    • Article

    Spending Variation Among ACOs in the Medicare Shared Savings Program

    By: Michael Anne Kyle, J. Michael McWilliams, Mary Beth Landrum, Bruce E. Landon, Paul Trompke, David J. Nyweide and Michael E. Chernew
    OBJECTIVES: Understanding variation in spending across organizations, rather than across geographic areas, is important because care is delivered by organizations and interventions increasingly focus on organizations. Accountable care organizations (ACOs) are... View Details
    Keywords: Medicare; Accountable Care Organizations; ACOs; Health Care and Treatment; Spending; Analysis
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    • July – August 2008
    • Article

    Should You Invest in the Long Tail?

    By: Anita Elberse
    The blockbuster strategy is a time-honored approach, particularly in media and entertainment. When space is limited on store shelves and in traditional distribution channels, producers tend to focus on a few likely best sellers, hoping that one or two big hits will... View Details
    Keywords: Demand and Consumers; Distribution Channels; Sales; Marketing Strategy; Online Technology; Motion Pictures and Video Industry; Music Industry; Retail Industry
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    • 26 Jun 2012
    • First Look

    First Look: June 26

    service organizations. Download the paper: http://www.hbs.edu/research/pdf/12-110.pdf Communicating Frames in Negotiations Authors:Kathleen L. McGinn and Markus Nöths Abstract An abstract is unavailable at this time. Download the paper:... View Details
    Keywords: Sean Silverthorne
    • 01 Sep 2023
    • News

    Solving for Z

    With nearly 20 years of experience as a senior human resources executive, Matthew Breitfelder (MBA 2002) has seen a lot of change in the corporate talent space. But what’s happening now looks like a tectonic generational shift. From his perch as global head of human... View Details
    Keywords: Alexander Gelfand; Illustrations by Doug Chayka; Administration of Human Resource Programs; Government
    • January 2008 (Revised February 2011)
    • Case

    Rubbish Boys

    By: Noam Wasserman and Rachel Galper
    It looked like founder-CEO Brian Scudamore might not be able to pursue franchising as a growth option for his junk-removal business after all. Over the years, he had overcome many hurdles, including buying out his "too-fiery" co-founder, firing all of his employees so... View Details
    Keywords: Service Operations; Problems and Challenges; Brands and Branding; Business Model; Partners and Partnerships; Business Growth and Maturation; Franchise Ownership; Growth and Development Strategy; Service Industry; Canada; North America
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    • 18 May 2022
    • Research & Ideas

    Are Banks the ‘Bad Guys’? Overdraft Fees Are Crushing Low-Income Customers

    bills, which are often more important, get paid first under the system. But banks also reap the rewards. In 2018, overdraft fees were $33 billion of bank revenue and two-thirds of deposit account fees earned by banks, say the researchers, citing Moebs View Details
    Keywords: by Rachel Layne; Financial Services

      Tom Nicholas

      Tom Nicholas is William J. Abernathy Professor of Business Administration at Harvard Business School. He is British and holds a doctorate from Oxford University. His research focuses on the history of entrepreneurship, innovation and finance. His book (VC: An... View Details

      Keywords: financial services; financial services