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    • All HBS Web  (2,921)
      • Faculty Publications  (532)

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      • 2014
      • Article

      Notes from the Search for Deep Indicators in Services

      By: James L. Heskett
      Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details
      Keywords: Service Delivery; Organizational Culture; Performance; Service Industry
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      Heskett, James L. "Notes from the Search for Deep Indicators in Services." Journal of Service Management 25, no. 3 (2014): 298–309.
      • 2014
      • Working Paper

      Bio-Piracy or Prospering Together? Fuzzy Set and Qualitative Analysis of Herbal Patenting by Firms

      By: Prithwiraj Choudhury and Tarun Khanna
      Since the 1990s, several Western firms have filed patents based on medicinal herbs from emerging markets, evoking protests from local stakeholders against 'bio-piracy'. We explore conditions under which firms and local stakeholders share rents from such patents. Our... View Details
      Keywords: Rents From New Technology; Local Stakeholders; Herbal Patents; QCA; Fuzzy Set Analysis; Qualitative Case Studies; Plant-Based Agribusiness; Patents; Emerging Markets; Health Care and Treatment; Business and Stakeholder Relations; Cross-Cultural and Cross-Border Issues; Agriculture and Agribusiness Industry; Pharmaceutical Industry
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      Choudhury, Prithwiraj, and Tarun Khanna. "Bio-Piracy or Prospering Together? Fuzzy Set and Qualitative Analysis of Herbal Patenting by Firms." Harvard Business School Working Paper, No. 14-081, February 2014.
      • February 2014 (Revised June 2014)
      • Case

      Royal Caribbean Cruises Ltd.: Safety, Environment and Health

      By: John A. Quelch and Margaret L. Rodriguez
      In January 2014, Gary Bald, senior vice president of Safety, Environment and Health at Royal Caribbean Cruise Lines (RCL), prepared for a review meeting with the company's chief executive, Adam Goldstein, and chairman, Richard Fain. Prior to joining RCL in 2006, Bald... View Details
      Keywords: Marketing; Market Segmentation; Operations; Shipbuilding; Cruising; Cruise Lines; Royal Caribbean; Carnival; Environmental And Social Sustainability; Environment; Security; Health; Public Health; Environmental Protection; Health Care; International; Safety; Environmental Sustainability; Travel Industry; Health Industry; Europe; West Indies; Mexico; United States; United Kingdom
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      Quelch, John A., and Margaret L. Rodriguez. "Royal Caribbean Cruises Ltd.: Safety, Environment and Health." Harvard Business School Case 514-069, February 2014. (Revised June 2014.)
      • February 2014 (Revised July 2016)
      • Case

      Iora Health

      By: William A. Sahlman and Vineeta Vijayaraghavan
      The Iora Health case looks at a new approach to the management and delivery of primary care. Instead of having a doctor, half a nurse and two accountants, Iora deploys a doctor, a nurse and several health coaches, all operating as an integrated team. Iora focuses on... View Details
      Keywords: Management; Service Delivery; Groups and Teams; Financing and Loans; Health Care and Treatment; Health Industry
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      Sahlman, William A., and Vineeta Vijayaraghavan. "Iora Health." Harvard Business School Case 814-030, February 2014. (Revised July 2016.)
      • January 2014 (Revised January 2017)
      • Supplement

      Nivea (B)

      By: Karim R. Lakhani, Johann Fuller, Volker Bilgram and Greta Friar
      This supplementary case follows up on an innovative R&D approach by Beiersdorf,a skin care and cosmetics company. The case relates what happened to the product launched by Beiersdorf, to its Nivea line, following the events of the A case, and how the commercial success... View Details
      Keywords: Innovation; Innovation Management; Marketing; Innovation Strategy; Innovation and Management; Research and Development; Product Design; Collaborative Innovation and Invention; Beauty and Cosmetics Industry; Consumer Products Industry
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      Lakhani, Karim R., Johann Fuller, Volker Bilgram, and Greta Friar. "Nivea (B)." Harvard Business School Supplement 614-043, January 2014. (Revised January 2017.)
      • 2014
      • Working Paper

      Management Practices, Relational Contracts and the Decline of General Motors

      By: Susan Helper and Rebecca Henderson
      General Motors was once regarded as one of the best managed and most successful firms in the world, but between 1980 and 2009 its share of the US market fell from 62.6 to 19.8 percent, and in 2009 the firm went bankrupt. In this paper we argue that the conventional... View Details
      Keywords: Organizational Change and Adaptation; Management Practices and Processes; Organizational Structure; Decision Making; Insolvency and Bankruptcy; Manufacturing Industry; Auto Industry
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      Helper, Susan, and Rebecca Henderson. "Management Practices, Relational Contracts and the Decline of General Motors." Harvard Business School Working Paper, No. 14-062, January 2014. (NBER Working Paper Series, No. 19867, January 2014.)
      • January 2014 (Revised June 2014)
      • Supplement

      23andMe: Genetic Testing for Consumers (B)

      By: John A. Quelch and Margaret L. Rodriguez
      Following the FDA's letter in November 2013, which ordered 23andMe to cease sales of its DNA test kits, observers wondered how co-founder and CEO, Anne Wojcicki, would guide the company in the presence of uncertainty. View Details
      Keywords: Risk and Uncertainty; Genetics; Crisis Management; Health Care and Treatment; Product Development; Business and Government Relations; Biotechnology Industry; Consumer Products Industry; United States
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      Quelch, John A., and Margaret L. Rodriguez. "23andMe: Genetic Testing for Consumers (B)." Harvard Business School Supplement 514-095, January 2014. (Revised June 2014.)
      • January 2014 (Revised January 2017)
      • Case

      Nivea (A)

      By: Karim R. Lakhani, Johann Fuller, Volker Bilgram and Greta Friar
      The case describes the efforts of Beiersdorf, a worldwide leader in the cosmetics and skin care industries, to generate and commercialize new R&D through open innovation using external crowds and "netnographic" analysis. Beiersdorf, best known for its consumer brand... View Details
      Keywords: Innovation; Innovation Management; Crowdsourcing; Big Data; Innovation Strategy; Innovation and Management; Knowledge Management; Knowledge Sharing; Research and Development; Social and Collaborative Networks; Collaborative Innovation and Invention; Analytics and Data Science; Beauty and Cosmetics Industry; Consumer Products Industry
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      Lakhani, Karim R., Johann Fuller, Volker Bilgram, and Greta Friar. "Nivea (A)." Harvard Business School Case 614-042, January 2014. (Revised January 2017.)
      • January 2014 (Revised January 2014)
      • Case

      Henry Schein: Doing Well by Doing Good?

      By: Rebecca Henderson, Raffaella Sadun, Aldo Sesia and Russell Eisenstat

      Henry Schein Inc., a distributor of supplies to dentist, physician, and veterinary practices, had sales approaching $9 billion and employed nearly 16,000 people. The company had experienced impressive growth under the leadership of Stanley Bergman and his executive... View Details

      Keywords: Leadership Development; Strategy Execution; Performance Management; Corporate Culture; Social Responsibility; Mergers & Acquisitions; Joint Ventures; Partnerships; Health Care Industry; Healthcare Logistics Industry; Competitive Advantage; Strategy; Leadership; Global Strategy; Selection and Staffing; Management Style; Organizational Culture; Corporate Social Responsibility and Impact; Health Industry; Medical Devices and Supplies Industry; China; Europe; United States
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      Henderson, Rebecca, Raffaella Sadun, Aldo Sesia, and Russell Eisenstat. "Henry Schein: Doing Well by Doing Good?" Harvard Business School Case 714-450, January 2014. (Revised January 2014.)
      • December 2013 (Revised May 2021)
      • Case

      Paul Levy: Confronting a 'Corporate Campaign' (A)

      By: James K. Sebenius
      Hospital CEO Paul Levy confronts an SEIU unionization drive via a "corporate campaign" aimed at undercutting the hospital's relationships with key internal and external constituencies. Having shepherded one of Boston's top teaching hospitals much of the way through a... View Details
      Keywords: Dispute Resolution; Corporate Campaign; Negotiating Campaign; Bargaining; Health Care; Hospitals; Unions; Health Care and Treatment; Negotiation; Strategy; Negotiation Process; Labor Unions; Health Industry; Boston
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      Sebenius, James K. "Paul Levy: Confronting a 'Corporate Campaign' (A)." Harvard Business School Case 914-020, December 2013. (Revised May 2021.)
      • November 2013
      • Teaching Note

      Cialis Lifecycle Management: Lilly's BPH Dilemma

      By: Elie Ofek and Natalie Kindred
      Keywords: Pharmaceuticals; Brand Management; Brand Equity; Brand Positioning; Product Management; Product Strategy; Pricing; Health Care; Health Care and Treatment; Product Marketing; Product Positioning; Brands and Branding; Marketing Strategy; Marketing; Product Launch; Pharmaceutical Industry; Health Industry
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      Ofek, Elie, and Natalie Kindred. "Cialis Lifecycle Management: Lilly's BPH Dilemma." Harvard Business School Teaching Note 514-009, November 2013.
      • November 2013 (Revised August 2023)
      • Case

      'These People are Fiduciaries...'

      By: Lena G. Goldberg and Amy W. Schulman
      The fiduciary duties of loyalty and care, the corporate opportunity doctrine and the business judgment rule are introduced in the context of three vignettes drawn from decided cases that explore: a classic test of loyalty when one partner elects to take advantage of an... View Details
      Keywords: Fiduciaries; Fiduciary Duties; Management Practices and Processes; Ethics; Business Processes
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      Goldberg, Lena G., and Amy W. Schulman. "'These People are Fiduciaries...'." Harvard Business School Case 314-067, November 2013. (Revised August 2023.)
      • October 2013 (Revised April 2015)
      • Case

      Myomo: Getting Sales in Motion

      By: Frank V. Cespedes, Shikhar Ghosh and Matthew Preble
      In late 2012, the management team of Myomo, a startup which had designed a unique myoelectric arm brace for patients with dysfunctional arms, was deciding which of the three sales models the company had tested to pursue as its sales strategy going forward. Each model... View Details
      Keywords: Technological Innovation; Information Technology; Marketing Strategy; Decision Choices and Conditions; Health Care and Treatment; Business Startups; Sales; Growth and Development Strategy; Medical Devices and Supplies Industry; Health Industry
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      Cespedes, Frank V., Shikhar Ghosh, and Matthew Preble. "Myomo: Getting Sales in Motion." Harvard Business School Case 814-034, October 2013. (Revised April 2015.)
      • October 2013
      • Case

      FasterCures: Removing Barriers to Treatments

      By: Richard G. Hamermesh and James Weber

      In mid-2013, as FasterCures celebrated its 10th anniversary as a center of the Milken Institute, Executive Director Margaret Anderson thought about what the organization should do to ensure it had even more impact in its next 10 years. FasterCures was a non-profit... View Details

      Keywords: Health Care; Health Care Industry; Health Care Policy; Health Services; Healthcare; Healthcare Reform; Healthcare Ventures; Nonprofit; Non-profit Management; Not-for-profit; Incubator; Accelerator; Venture Philanthropy; Medical Services; Medical Solutions; Medical Research; Medical Treatment; Clinical Trials; Drug Reimbursement; Early Stage; Early Stage Research Funding; Early Stage Funding; Milken Institute; Michael Milken; David Baltimore; Partnering For Cures; National Institutes Of Health; Cancer Care In The U.S.; Cancer Care Services; Policy-making; Health Care and Treatment; Health; Health Testing and Trials; Entrepreneurship; Social Entrepreneurship; Nonprofit Organizations; Policy; Health Industry; United States; District of Columbia
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      Hamermesh, Richard G., and James Weber. "FasterCures: Removing Barriers to Treatments." Harvard Business School Case 814-003, October 2013.
      • 2013
      • Article

      The Impact of Electronic Health Record Use on Physician Productivity

      By: Julia Adler-Milstein and Robert S. Huckman
      To examine the impact of the degree of electronic health record (EHR) use and delegation of EHR tasks on clinician productivity in ambulatory settings.
      Study Design: We examined EHR use in primary care practices that implemented a web-based EHR from athenahealth... View Details
      Keywords: Electronic Health Records; Health Care; Productivity; Healthcare IT; Information Technology; Performance Productivity; Health Care and Treatment; Health Industry
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      Adler-Milstein, Julia, and Robert S. Huckman. "The Impact of Electronic Health Record Use on Physician Productivity." Special Issue on Health Information Technology. American Journal of Managed Care 19, no. SP10 (2013): SP345–SP352.
      • September 2013
      • Case

      Boston Children's Hospital: Measuring Patient Costs (Abridged)

      By: Robert S. Kaplan
      The case describes a pilot project on applying activity-based costing to measure the cost of treating patients. After an overview of Boston Children's Hospital and its local health care market environment, the case presents process maps and financial data relating to... View Details
      Keywords: Health Care; Time-Driven Activity-Based Costing; Costing; Hospitals; Activity Based Costing and Management
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      Kaplan, Robert S. "Boston Children's Hospital: Measuring Patient Costs (Abridged)." Harvard Business School Case 914-407, September 2013.
      • September 2013
      • Case

      Advanced Leadership Pathways: General Gale Pollock and Services for the Vision Impaired

      By: Rosabeth Moss Kanter, Juliane Calingo Schwetz and Patricia Bissett Higgins
      In July 2012, retired United States Army Major General Gale Pollock created Elevivo, a venture that worked on developing a comprehensive disease management software system to support the growing number of visually impaired individuals by providing them with tailored... View Details
      Keywords: United States; Health Care; Health Care Education; Insurance Companies; Disease Management; Technology; Military; Leadership Skills; Health; Health Care and Treatment; Education; Insurance; Information Technology; Entrepreneurship; Leadership; Information Technology Industry; Health Industry; United States
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      Kanter, Rosabeth Moss, Juliane Calingo Schwetz, and Patricia Bissett Higgins. "Advanced Leadership Pathways: General Gale Pollock and Services for the Vision Impaired." Harvard Business School Case 314-029, September 2013.
      • September 2013
      • Case

      Advanced Leadership Pathways: Laurent Adamowicz and Bon'App

      By: Rosabeth Moss Kanter, Juliane Calingo Schwetz and Patricia Bissett Higgins
      After a successful career as Chairman and CEO of Paris-based luxury food company Fauchon, Laurent Adamowicz sought to reduce obesity and improve health outcomes. Adamowicz created a mobile application to provide consumers with more accessible and interpretable... View Details
      Keywords: Management; Startup; Leadership; Leadership Style; Leadership Skills; Nutrition Database; Nutritionist In Your Pocket; Nutritional Educational Platform; Shazam Of Food; Weight Loss; Iphone; Android; Applications; App Development; Nutrition Labeling; Nutritional Information; Obesity; Epidemic; Applications and Software; Nutrition; Business Startups; Health; Health Care and Treatment; Information Technology Industry; Health Industry; Boston; Massachusetts
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      Kanter, Rosabeth Moss, Juliane Calingo Schwetz, and Patricia Bissett Higgins. "Advanced Leadership Pathways: Laurent Adamowicz and Bon'App." Harvard Business School Case 314-028, September 2013.
      • September 2013
      • Supplement

      John G. Meara, Boston Children's Hospital, Measuring Costs, TDABC

      By: Robert S. Kaplan
      Keywords: Health Care; Time-Driven Activity-Based Costing; Costing; Hospitals; Activity Based Costing and Management
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      Kaplan, Robert S. "John G. Meara, Boston Children's Hospital, Measuring Costs, TDABC." Harvard Business School Video Supplement 114-702, September 2013.
      • September 2013 (Revised November 2015)
      • Case

      Living Proof: Are We a Technology Company or a Beauty Company?

      By: Willy Shih

      Jon Flint came up with the idea of a science-based beauty company while talking with his hairdresser about the problems with typical hair and skin care products. Together with a small team that included Professor Robert Langer of MIT, he committed to assemble a team... View Details

      Keywords: Hair Care; Personal Care; Science-based; R&D; Innovation and Invention; Innovation and Management; Innovation Leadership; Innovation Strategy; Technological Innovation; Marketing; Marketing Strategy; Product Marketing; Product Positioning; Science-Based Business; Business Strategy; Commercialization; Corporate Strategy; Technology Platform; Expansion; Beauty and Cosmetics Industry; United States; Boston; Cambridge
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      Shih, Willy. "Living Proof: Are We a Technology Company or a Beauty Company?" Harvard Business School Case 614-013, September 2013. (Revised November 2015.)
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