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  • 01 Jul 2012
  • News

The cosmopolitan optimist

  • 19 Nov 2007
  • News

Foreign Health Affairs

    John Beshears

    John Beshears is the Albert J. Weatherhead Jr. Professor of Business Administration in the Negotiation, Organizations & Markets Unit, teaching the second-year MBA course "Negotiation." He is also a research associate at the National Bureau of Economic Research.... View Details

    • March 2001 (Revised March 2002)
    • Background Note

    Service Recovery

    Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives. View Details
    Keywords: Management Practices and Processes; Operations; Service Industry
    Related
    • August 2014
    • Case

    Opening the Valve: From Software to Hardware (A)

    By: Ethan Bernstein, Francesca Gino and Bradley Staats
    Valve, one of the world's top video game software companies, has also become an iconic example of an organization with virtually no hierarchy. A 400-person organization, Valve's unique organizational form (described in detail in the case and accompanying employee... View Details
    Keywords: Valve; Self-Managed Organizations; Organization Design; Strategy; Flat Organization; Video Games; Organization Alignment; Family Business; Steam; Steam Machine; Design; Games, Gaming, and Gambling; Human Resources; Collaborative Innovation and Invention; Technological Innovation; Leadership Style; Management Practices and Processes; Organizational Design; Organizational Structure; Organizational Culture; Organizational Change and Adaptation; Groups and Teams; Alignment; Software; Hardware; Video Game Industry; Seattle
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    • 2011
    • Book

    I Moved Your Cheese: For Those Who Refuse to Live as Mice in Someone Else's Maze

    By: Deepak Malhotra
    Now a Wall Street Journal Best-seller! If you were a mouse trapped in a maze and someone kept moving the cheese, what would you do? Over a decade ago, the best-selling business fable Who Moved My Cheese? offered its answer to the question: accept that change is... View Details
    Keywords: Leadership; Success; Personal Development and Career; Problems and Challenges; Opportunities; Creativity
    Related
    • 2024
    • Working Paper

    CSR Under the Pressure of Financial Shocks

    By: Monica Kabutey, Syrena Shirley and Anywhere Sikochi
    This study examines how the COVID-19 pandemic influenced firms' interactions with customers and suppliers. Customer-supplier relationships are essential because the success of interconnected firms affects the sustainability of the entire supply chain. We use the... View Details
    Keywords: COVID-19 Pandemic; Supply Chain; Customer Focus and Relationships; Business and Stakeholder Relations; Corporate Social Responsibility and Impact; Financial Crisis
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    • July – August 2008
    • Article

    When Virtue Is a Vice

    By: Anat Keinan and Ran Kivetz
    Choosing duty over pleasure today can cause regret down the road—whereas regret over the reverse is fleeting. Marketers of luxury products and services should consider prompting customers to predict their future feelings about choices made now. View Details
    Keywords: Decision Choices and Conditions; Forecasting and Prediction; Moral Sensibility; Marketing Strategy; Consumer Behavior; Emotions; Luxury
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    • January 2008 (Revised May 2008)
    • Case

    Comcast New England: A Journey of Organizational Transformation

    By: Michael Beer and Anita Arun
    This case describes how Kevin Casey, Comcast's New England Region general manager, transformed a low commitment and performance organization. When he took charge of this Comcast region he inherited an organization that was bureaucratic, had low customer satisfaction,... View Details
    Keywords: Transformation; Interpersonal Communication; Customer Satisfaction; Employee Relationship Management; Management Teams; Organizational Change and Adaptation; Organizational Culture; Organizational Structure; Performance Improvement; Telecommunications Industry; New England
    Related

      Lauren H. Cohen

      Lauren Cohen is the L.E. Simmons Professor in the Finance & Entrepreneurial Management Units at Harvard Business School and a Research Associate at the National Bureau of Economic Research. He is an Editor of the Review of Financial... View Details

      Keywords: asset management; brokerage; financial services; federal government; investment banking industry; state government
      • September 1998 (Revised April 2001)
      • Case

      Sealed Air Taiwan (A)

      By: Lynn S. Paine and Robert J. Crawford
      The general manager for U.S.-based Sealed Air Corp.'s Taiwan subsidiary must decide whether he's hired the right person to bridge the gap between Sealed Air's corporate culture and Taiwan's business culture. This case details Bob Kayser's experiences in trying to... View Details
      Keywords: Organizational Change and Adaptation; Organizational Culture; Cross-Cultural and Cross-Border Issues; Relationships; Service Operations; Motivation and Incentives; Management Skills; Compensation and Benefits; Taiwan; United States
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      • November 1994 (Revised November 1995)
      • Case

      SweetWater

      By: H. Kent Bowen and Thomas D. Everett
      Focuses on developing a promising idea into a viable product design by considering customer needs early in the design process. Following an Alaskan fishing trip, Sandy Platter, a computer peripherals engineer, has a new idea for a portable water-filter device for use... View Details
      Keywords: Entrepreneurship; Independent Innovation and Invention; Product Design; Customers; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Colorado
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      • March 1997
      • Case

      Sensormatic Electronics Corporation-1995

      By: Krishna G. Palepu and James Chang
      Sensormatic is a leading provider of security systems to the retail industry. The company relies on customer financing as a key component of its strategy. The company's growth strategy and accountingis attacked by short-sellers and the financial press. View Details
      Keywords: Analysis; Valuation; Financial Reporting; Financing and Loans; Financial Statements; Business Strategy
      Related
      • July 2000 (Revised September 2005)
      • Case

      BMG Entertainment

      By: Jan W. Rivkin and Gerrit Meier
      As dramatic changes in technology and customer tastes roil the music industry, the top executives of BMG Entertainment, one of the world's largest record companies, must decide how to organize for digital distribution of music. This case includes a brief history of the... View Details
      Keywords: Risk and Uncertainty; Competitive Strategy; Distribution Channels; Organizational Structure; Technological Innovation; Industry Structures; Customer Focus and Relationships; Growth and Development Strategy; Information Technology; Entertainment and Recreation Industry; Entertainment and Recreation Industry
      Related
      • 30 Jun 2010
      • News

      How will you measure your life?

      • November 2003 (Revised October 2005)
      • Case

      Leading the Josie Esquivel Franchise (A)

      By: Boris Groysberg and Laura Morgan Roberts
      Reviews Josie Esquivel's career history, detailing how, through her personal attributes, skills, experiences, and organizational practices she has developed into a star analyst. Should Esquivel accept an offer to leave Lehman Brothers for Morgan Stanley? To make this... View Details
      Keywords: Experience and Expertise; Decision Choices and Conditions; Resignation and Termination; Job Offer; Franchise Ownership; Performance; Personal Development and Career; Personal Characteristics; Competitive Strategy; Competitive Advantage
      Related
      • January 2014
      • Article

      J. Richard Hackman (1940–2013)

      By: Ruth Wageman and Teresa M. Amabile
      When J. Richard Hackman died in Cambridge, Massachusetts, on January 8, 2013, psychology lost a giant. Six and a half feet tall, with an outsize personality to match, Richard was the leading scholar in two distinct areas: work design and team effectiveness. In both... View Details
      Keywords: Social Psychology; Organizational Design; Groups and Teams; Personal Development and Career; Education Industry; Cambridge
      Related
      • 31 May 2018
      • Cold Call Podcast

      Careem: Riding the First Unicorn in the Middle East

      Keywords: Re: Shikhar Ghosh; Transportation
      • Video

      Varsha Rao - Making A Difference

      • September 2024
      • Supplement

      Anker Innovations (B)

      By: Feng Zhu, Jiangyong Lu and Nancy Hua Dai
      An Amazon-native brand, Anker is the world’s No. 1 mobile charging brand and a leading consumer electronics company. Over the years, Anker developed an effective model of proving new products online first by leveraging customer insights from its proprietary Voice of... View Details
      Keywords: Decision Choices and Conditions; Product; Distribution; Product Launch; Business Model; Electronics Industry; Consumer Products Industry
      Related