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- All HBS Web (925)
- Faculty Publications (206)
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- 30 Jun 2015
- First Look
First Look: June 30, 2015
Publications Forthcoming Berrett-Koehler Publishers What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms By: Heskett, James L., W. Earl Sasser, and Leonard A. Schlesinger... View Details
Keywords: Carmen Nobel
- 11 Oct 2016
- First Look
October 11, 2016
service requests to their city government. Users who viewed photos of city workers responding to their service requests were more likely to continue using the app over the ensuing 13 months, demonstrating... View Details
Keywords: Sean Silverthorne
- 07 Apr 2009
- First Look
First Look: April 7, 2009
Addleshaw-Goddard (AG), the 15th largest law firm in the U.K., is seeking ways to serve larger clients on more important legal matters. Part of this strategy involves its "Client Development Centre (CDC)," an innovative idea and set of View Details
Keywords: Martha Lagace
- 21 Dec 2010
- First Look
First Look: December 21
http://www.isc.hbs.edu/pdf/Vietnam_Competitiveness_Report_2010_Eng.pdf Working PapersInside the Learning Curve: Customer-, Domain-, and Technology-Specific Learning in Outsourced Radiological Services Authors:Jonathan R. Clark, Robert... View Details
- 15 Feb 2011
- First Look
First Look: Feb. 15
Privado y las Responsabilidades Públicas: El Rol de las Soluciones Comerciales en la Temática Social Authors:Michael Chu Publication:Chap. 1 in Negocios Inclusivos y Creación de Empleo. Madrid: Universidad Complutense de Madrid, forthcoming Abstract In today's world,... View Details
Keywords: Sean Silverthorne
- 19 Jan 2021
- In Practice
Leadership Advice for Biden: Restore a Sense of Calm
attention and energies on maximizing profit and financial value. This exclusive focus on profit and shareholder value maximization has led to environmental destruction and the concentration of wealth and power within the hands of a few.... View Details
Keywords: by Dina Gerdeman
- 23 Apr 2013
- First Look
First Look: April 23
and prices as a function of the consumer population's valuation for the service and show that competition has three main effects on the marketplace. First, competition drives the provision of services with a... View Details
Keywords: Sean Silverthorne
- 29 Sep 2003
- Research & Ideas
Pride Goeth Before a Profit
commitment to communicating about pride is to tap into a very powerful motivating force. Pride is an intrinsic, deeply seated human emotion, says Katzenbach, one that drives performance in the workplace in a number of ways, from creating and delivering a great product... View Details
Keywords: by Theodore Kinni
- 07 Mar 2017
- First Look
First Look at New Research, March 7
Abstract—Himachal Pradesh outperforms other Indian states in implementing universal primary education. Through comparative field research, this article finds that bureaucratic norms—unwritten rules that guide public officials—influence how well state agencies deliver... View Details
Keywords: Sean Silverthorne
- 16 Apr 2008
- Lessons from the Classroom
Chris Christensen: Legend of the Classroom
based at HBS, Christensen's influence and legacy extend well beyond the banks of the Charles and transcend the study of business administration. When he received the School's Distinguished Service Award in 1993, Christensen was honored... View Details
- 17 Jun 2019
- Research & Ideas
What Hospitals Must Learn to Compete
holds true in most health care service markets in the United States: You should think about what market position you occupy, how it is differentiated from others’, and whether you are fulfilling the needs of your target market. It’s... View Details
- 07 Jan 2015
- What Do You Think?
SUMMING UP: What Are the Limits On Workplace Transparency?
perspective to interpret/appreciate the information can (produce) negative energy that is avoidable ." Peter Lee echoed the thought this way: Management must "work to improve trust before emphasizing transparency; transparency... View Details
Keywords: by James Heskett
- 23 Jul 2007
- Research & Ideas
HBS Cases: How Wikipedia Works (or Doesn’t)
maintained, the power of self-policing organizations, the question of whether the service is drifting from its core principles, and whether a Wikipedia-like concept can work in a business setting. (See related story below.) The Wisdom Of... View Details
- 09 Nov 2010
- First Look
First Look: November 9, 2010
each branch of the armed services must make. Army and Marine Corps officers operate in an inherently uncertain environment. They define the mission but then give subordinates the flexibility to adjust to realities on the ground. This... View Details
Keywords: Sean Silverthorne
- 30 Jun 2020
- Book
Capitalism Is More at Risk Than Ever
disruptors and not just rising income inequality, even though that is certainly a major disruptor and one that businesses have been starting to take seriously by, for example, developing products and services for low-income customers,... View Details
Keywords: by Martha Lagace
- 17 Jul 2012
- First Look
First Look: July 17
Interactive Controls: Which, When, and Why? Author:Anette Mikes Abstract Taking a multiple-control perspective, I investigate a control debacle and its aftermath at a financial services company (MultiBank), focusing on an insurance... View Details
Keywords: Sean Silverthorne
- 14 Oct 2009
- First Look
First Look: October 14
Author:Benjamin G. Edelman Publication:Journal of Advertising Research (forthcoming) Abstract I offer five rights to protect advertisers from increasingly powerful ad networks—avoiding fraudulent charges for services not rendered,... View Details
Keywords: Martha Lagace
- 22 Feb 2011
- Research & Ideas
The Most Important Management Trends of the (Still Young) Twenty-First Century
decade I believe the research agenda at business schools will be driven by the desire to apply management principles to addressing complex social problems (like balancing energy security with environmental sustainability), whose solutions... View Details
Keywords: by Sean Silverthorne
- 19 Mar 2019
- First Look
New Research and Ideas, March 19, 2019
other outputs by autonomous machines. I argue that organizational researchers of creativity and innovation should invest significant energy in studying artificial intelligence and computer-assisted human intelligence, the ways in which... View Details
Keywords: Dina Gerdeman
- 15 Jul 2008
- First Look
First Look: July 15, 2008
as on how it should evolve. Since 1980 General Electric, for instance, has continued to reinvent itself in every field from wind energy to medical diagnostics; and it enjoyed a $22.5 billion profit in 2007. Organizations that foster... View Details
Keywords: Martha Lagace