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Show Results For
- All HBS Web
(1,871)
- People (2)
- News (562)
- Research (1,026)
- Events (4)
- Multimedia (13)
- Faculty Publications (323)
- 31 Aug 2020
- Blog Post
Five Important Steps before Taking the Entrepreneurial Leap
finance. Hilary is focused on ensuring the customer experience is executed flawlessly – from first click to product delivery. Our entrepreneurial journey in some ways can be mapped back to one of the first... View Details
- 19 May 2011
- Research & Ideas
Empathy: The Brand Equity of Retail
the Cleveland Clinic had lost business solely due to a lack of empathy. "It was like the prettiest girl in class not getting a date," Raman said. For Cosgrove, Barnett's story was a transformative experience that led the hospital to... View Details
- July – August 2011
- Article
Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units
By: I. M. Nembhard and A. L. Tucker
Dynamic service settings-characterized by workers who interact with customers to deliver services in a rapidly changing, uncertain, and complex environment (e.g., hospitals)-play an important role in the economy. Organizational learning studies in these settings have... View Details
Keywords: Experience and Expertise; Customer Focus and Relationships; Learning; Health Care and Treatment; Service Delivery; Performance Improvement; Quality; Groups and Teams; Cooperation; Health Industry
Nembhard, I. M., and A. L. Tucker. "Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units." Organization Science 22, no. 4 (July–August 2011): 907–922.
Karim R. Lakhani
Karim R. Lakhani is the Dorothy & Michael Hintze Professor of Business Administration at the Harvard Business School. He specializes in technology management, innovation, digital transformation and artificial... View Details
Rob Markey
Rob Markey is a Senior Lecturer of Business Administration in the Technology and Operations Unit at Harvard Business School. He teaches Managing Service Operations in the MBA elective curriculum. The course focuses on how to effectively design,... View Details
- 25 May 2011
- HBS Case
QuikTrip’s Investment in Retail Employees Pays Off
leave vacant positions unfilled for immediate, measurable savings. That's the retail way. Moreover, the costs of understaffing aren't easily quantifiable; who can say how many customers are lost to long lines or stock-outs? “You can... View Details
- Research Summary
Overview
By: Iavor I. Bojinov
Over the last decade, technology companies like Amazon, Google, and Netflix have pioneered data-driven research and development processes centered on massive experimentation. However, as companies increase the breadth and scale of their experiments to millions of... View Details
- 2018
- Article
Overcoming Barriers to Time-Saving: Reminders of Future Busyness Encourage Consumers to Buy Time
By: A. V. Whillans, Elizabeth W. Dunn and Michael I. Norton
Spending money on time-saving purchases improves happiness. Yet, people often fail to spend their money in this way. Because most people believe that the future will be less busy than the present, they may underweight the value of these purchases. We examine the impact... View Details
Keywords: Consumer Choice; Sharing Economy; Opportunity Cost; Time-as Money; Well-being; Time Management; Happiness; Perception; Behavior
Whillans, A. V., Elizabeth W. Dunn, and Michael I. Norton. "Overcoming Barriers to Time-Saving: Reminders of Future Busyness Encourage Consumers to Buy Time." Social Influence 13, no. 2 (2018): 117–124.
Kym Lew Nelson
Kym Lew Nelson joined the NOM unit of the Harvard Business School as a Visiting Lecturer in January of 2020. In July of 2020, she became a Senior Lecturer in the Negotiations unit. Prior to joining the faculty, Kym was a guest lecturer in the Negotiations class at... View Details
- 30 Oct 2018
- First Look
New Research and Ideas, October 30, 2018
information. We implement an experiment where senders are required to report their private information truthfully but can choose how complex to make their reports. We find that senders use complex disclosure more than half the time. Most... View Details
Keywords: Dina Gerdeman
- May 2023
- Teaching Note
Away: Scaling a DTC Travel Brand
By: Joseph B. Fuller and Jill Avery
Teaching Note for HBS Case No. 520-051. Away, a direct-to-consumer, digital native e-commerce seller of travel luggage, is debating how to invest its latest round of venture funding. How quickly could and should Away scale and what were the most promising growth... View Details
- Research Summary
Overview
Over the last decade, technology companies like Amazon, Google, and Netflix have pioneered data-driven research and development processes centered on massive experimentation. However, as companies increase the breadth and scale of their experiments to millions of... View Details
Anthony Mayo
Tony Mayo is the Thomas S. Murphy Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the Organizational Behavior Unit of Harvard Business School (HBS). He currently teaches and serves as the course head for... View Details
- 16 Aug 2010
- Lessons from the Classroom
HBS Introduces Marketing Analysis Tools for Managers
Harvard Business Publishing has released new toolkits to help managers make key marketing decisions on market analysis, breakeven analysis, customer lifetime value, profit and pricing, and analyzing the competitive environment. The five... View Details
Keywords: by Sarah Jane Gilbert
- 25 Mar 2015
- HBS Case
Tate’s Digital Makeover Transforms the Traditional Museum
conversation." From 1.0 To 2.0 The museum's head of digital, John Stack, and head of content and creative director Jane Burton, recruited curators, conservators, and archivists to blog about their behind-the-scenes experiences in a... View Details
- 22 Nov 2016
- First Look
November 22, 2016
popularity of carryout orders, which poses a threat to the service experiences of customers and the sustainability of the operation. Purchase this case:... View Details
Keywords: Sean Silverthorne
- 11 Dec 2023
- Blog Post
Building Iconic Brands and Brighter Futures: Interview with Glossier CEO, Kyle Leahy
potential. With diverse experience in hand and a deep passion for the company’s mission, Leahy is showcasing exactly why she is the right person for the job. The Beauty of Combining Art and Science In many ways, Leahy’s path to the... View Details
- Article
Inviting Consumers to Downsize Fast-Food Portions Significantly Reduces Calorie Consumption
By: Janet Schwartz, Jason Riis, Brian Elbel and Dan Ariely
Policies that mandate calorie labeling in fast-food and chain restaurants have had little or no observable impact on calorie consumption to date. In three field experiments, we tested an alternative approach: activating consumers' self-control by having servers ask... View Details
Keywords: Food; Labels; Consumer Behavior; Interpersonal Communication; Motivation and Incentives; Health Industry; Food and Beverage Industry
Schwartz, Janet, Jason Riis, Brian Elbel, and Dan Ariely. "Inviting Consumers to Downsize Fast-Food Portions Significantly Reduces Calorie Consumption." Health Affairs 31, no. 2 (February 2012): 2399–2407.
- August 2024 (Revised September 2024)
- Case
Dishoom: From Bombay with Love
By: Anjali M. Bhatt and Thomas J. DeLong
Shamil and Kavi Thakrar, co-founders of Dishoom, faced critical decisions as they looked to expand the UK-based restaurant group. Shamil, the CEO, was confident in Dishoom's potential for growth but he was concerned about preserving the culture and values centered... View Details
Keywords: Human Resource Management; Growth And Scaling; Organizational Culture; Values and Beliefs; Growth Management; Expansion; United Kingdom
Bhatt, Anjali M., and Thomas J. DeLong. "Dishoom: From Bombay with Love." Harvard Business School Case 425-025, August 2024. (Revised September 2024.)
- 25 Mar 2021
- Blog Post
Meet the Student Academic Services Support Team at HBS!
resources available to them in order to best navigate academic and personal circumstances for which they may need support. SAS is available to partner with students to provide support and resources on the many facets of the HBS experience... View Details