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Show Results For
- All HBS Web
(30,373)
- People (95)
- News (8,844)
- Research (15,979)
- Events (109)
- Multimedia (670)
- Faculty Publications (12,622)
- March 2018 (Revised August 2020)
- Case
Alaska Airlines: Empowering Frontline Workers to Make It Right
By: Ranjay Gulati, Andrew O'Connell and Caroline de Lacvivier
This case documents the ongoing efforts by Alaska Airlines to enhance its efforts to become more customer centric by empowering its employees using a service framework. It explores how the airline starts with a completely hands-off approach to empowerment in which... View Details
Keywords: Employee Empowerment; Customer Focus and Relationships; Employees; Service Delivery; Organizational Culture; Integration; Air Transportation Industry
Gulati, Ranjay, Andrew O'Connell, and Caroline de Lacvivier. "Alaska Airlines: Empowering Frontline Workers to Make It Right." Harvard Business School Case 418-063, March 2018. (Revised August 2020.)
- 06 Sep 2011
- Research & Ideas
Cheese Moving: Effecting Change Rather Than Accepting It
With more than 23 million copies in print, Spencer Johnson's allegorical tale Who Moved My Cheese? is one of the best-selling business books of all time. Even 13 years after its initial publication, the book, whose characters include mice... View Details
Keywords: by Carmen Nobel
- 12 Oct 1999
- Research & Ideas
It Came in the First Ships: Capitalism in America
"Capitalism came in the first ships." —Carl N. Degler, Out of Our Past No nation has been more market-oriented in its origins and subsequent history than the United States of America. The very settling of the country, from the... View Details
Keywords: by Thomas K. McCraw
A Neurocomputational Model of Altruism and Its Implications
In this paper, we propose a neurocomputational model of altruistic choice and test it using behavioral and fMRI data from a task in which subjects make choices between real monetary prizes for themselves and another. Our model captures key patterns of choice,... View Details
- June 2013
- Case
Multiasistencia: Redefining the Relationship with Its Service Professionals
By: F. Asis Martinez-Jerez, Maria Garcia Perez and Katherine M. Miller
Multiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service professionals from a referral model to a guaranteed workload one. View Details
Keywords: Outsourcing; Incentives; Relational Contracts; Business Model; Motivation and Incentives; Job Cuts and Outsourcing; Contracts; Insurance Industry; Spain
Martinez-Jerez, F. Asis, Maria Garcia Perez, and Katherine M. Miller. "Multiasistencia: Redefining the Relationship with Its Service Professionals." Harvard Business School Case 113-143, June 2013.
- 01 Nov 2010
- News
How IT Shapes Top-Down and Bottom-Up Decision Making
- August 2013
- Teaching Note
Multiasistencia: Redefining the Relationship with Its Service Professionals
By: F. Asis Martinez-Jerez
Multiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service profesionals from a referral model to a guaranteed workload one. View Details
- 05 Feb 2015
- Research & Ideas
How New BofA Executives Learn its ’Deep Smarts’
Editor's note: How does an organization hold on to its wealth of accumulated knowledge when the knowledge-holders depart? It's a very real dilemma made even more critical as Baby Boomers begin their mass exit into retirement. The new book... View Details
- Research Summary
How can General Managers Contribute to IT Success?
US companies are currently spending approximately 5% of their revenue on information technology (IT) each year. Over half of this investment goes to IT intended to change business processes, either within a single enterprise or across several. Hovewer, 30-75% of... View Details
- 19 Oct 2011
- News
Managers are being taught how to speak IT
- 23 Jul 2001
- Research & Ideas
How One Center of Innovation Lost its Spark
a historical analysis of the U.S. tire industry from 1900 to 1990 suggest that the firms clustered in Akron initially led the industry in innovation, but later failed to respond effectively to the introduction of radial-tire technology. To understand why the Akron... View Details
- 30 Mar 2023
- Video
Recognizing Market Failure and Options to Address It
- 20 Jul 2016
- News
How Amazon Adapted Its Business Model to India
- August 1999 (Revised February 2000)
- Background Note
What It Really Means to Manage: Exercising Power and Influence
By: Linda A. Hill
Describes the realities versus the myths of what it means to be a manager. In particular, it focuses on the limitations of formal authority as a source of power and identifies other sources of power that effective managers rely upon. Also outlines a framework of... View Details
Hill, Linda A. "What It Really Means to Manage: Exercising Power and Influence." Harvard Business School Background Note 400-041, August 1999. (Revised February 2000.)
- August 1995 (Revised September 1995)
- Background Note
Designing and Managing the Information Age IT Architecture
The co-evolution of technology, work, and the workforce over the past 30 years has dramatically influenced our concept of organizations and the industries within which they compete. No longer simply a tool to support "back-office" transactions, IT has become a... View Details
Applegate, Lynda M. "Designing and Managing the Information Age IT Architecture." Harvard Business School Background Note 196-005, August 1995. (Revised September 1995.)
- 01 Sep 2022
- What Do You Think?
Is It Time to Consider Lifting Tariffs on Chinese Imports?
(iStockphoto/AvigatorPhotographer) Recently there has been talk, but no action, about eliminating some or all of the tariffs on Chinese imports that were instituted by the Trump administration. The debate involves salient arguments on both sides. View Details
Keywords: Re: James L. Heskett
- Research Summary
Using IT to Leverage Human Resources in Services
Discussion of the Internet and IT to date concentrates on how they will replace, rather than support, human service providers. While this approach is appropriate for a few firms, it is inadequate for many. The Internet and other information technology... View Details
- 04 Aug 2015
- Blog Post
What’s it Like to be an HBS Partner?
Deciding to go to business school is a big, life changing choice. And, as it turns out, so is your partner deciding to go to business school with you. So what’s it like to be a partner at HBS? We connected... View Details
- Web
IT Strategy: Building a Diversity, Equity, and Inclusion (DEI) Strategy for HBS IT | Information Technology
IT Strategy: Building a Diversity, Equity, and Inclusion (DEI) Strategy for HBS IT By Kellyn Eaddy on April 30, 2024 Share via Facebook Share via LinkedIn Print Share via email The Opportunity HBS View Details