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  • 10 Jan 2024
  • Research & Ideas

Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

percent or less for bad service. That was the expectation up until COVID.” However, “post-COVID,” as businesses came back from pandemic-induced lockdowns, consumer behavior shifted. “Consumers started to realize the value of waitstaff when the View Details
Keywords: by Anna Lamb, Harvard Gazette
  • Web

HBS - The year in Review

dining services suppliers, the long-standing contract with Restaurant Associates (RA) was extended. Restaurant Associates’ approach to service and hospitality, including the culture of hospitality,... View Details
  • 25 Jul 2023
  • Blog Post

Malcolm McClain (MBA/MPP 2023) Named First RISE Career Fellow

historically distressed communities nationwide. He later served as an HBS Rock Center for Entrepreneurship Summer Fellow, working to address the labor shortage within the restaurant industry, developing service models to protect and... View Details
  • 28 Feb 2022
  • Research & Ideas

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

indicate education levels. In their emails, the researchers asked the same question: “Do you have local restaurant recommendations?” "It wasn't just whether people responded to the requests that we sent; it’s that the quality of the... View Details
Keywords: by Pamela Reynolds

    William A. Sahlman

    William Sahlman is a Baker Foundation Professor of Business Administration at Harvard Business School.

    Mr. Sahlman received an A.B. degree in Economics from Princeton University (1972), an M.B.A. from Harvard University (1975), and a Ph.D. in Business... View Details

    Keywords: restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant
    • 15 Nov 2011
    • First Look

    First Look: November 15

    VTID) after unsuccessful attempts to market it in three different industry settings. The company must determine whether its most recent target market, the quick-serve restaurant segment, is still worth pursuing or whether the company... View Details
    Keywords: Sean Silverthorne
    • 08 Apr 2013
    • Research & Ideas

    How to Demotivate Your Best Employees

    restaurant or store; the winner's name was drawn at a meeting attended by all the employees. At the end of the sixth month, the plant manager held another drawing for a $100 gift card for all employees with perfect attendance records over... View Details
    Keywords: by Dina Gerdeman; Service
    • Web

    HBS - The year in Review

    Barbara Cleary, Division of Research and Faculty Development, retired Colyer Crum, James R. Williston Professor of Business Administration, Emeritus J. Ronald (Ron) Fox, Jaime and Josefina Chia Tiampo Professor of Business Administration, Emeritus Joseph (Joe) Dias,... View Details
    • Web

    Policies, Rules & Guidelines | About

    viewpoints and to protect Harvard Business School and its reputation and brand. Staff Catering Guidelines HBS does not pay for meals (breakfast, lunch, dinner, and snacks) when the only recipients are HBS employees. This includes meals catered by View Details
    • 09 Sep 2015
    • HBS Seminar

    Judith A. Chevalier, Yale University

      Brian J. Hall

      Brian J. Hall is the Albert H. Gordon Professor of Business Administration at Harvard Business School. He served as the Unit Head for the Negotiation, Organizations and Markets (NOM) Unit for 14 years. Previously, he was an assistant professor of economics in the... View Details

      Keywords: restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant

        Paige Tsai

        Paige Tsai is PhD candidate in the Technology and Operations Management Unit at Harvard Business School. Her research broadly examines the effects of job design on employees. Her current projects explore the financial and well-being effects of holding multiple jobs,... View Details
        Keywords: restaurant; restaurant; restaurant; restaurant
        • 28 Jun 2021
        • Research & Ideas

        Keep or Cut Workers? How Companies Reacted to the COVID-19 Crisis

        accelerating a trend that began before the pandemic. For instance, the consumer electronics chain Best Buy struggled to attract sales, and the company ended up cutting costs through layoffs and furloughs. Layoffs were more typical among companies that invest less in... View Details
        Keywords: by Lane Lambert
        • 09 Nov 2023
        • News

        A Third Act for Ron Shaich (MBA 1978)

        Widely credited with pioneering the concept of the restaurant industry’s $80 billion “fast casual” segment, Ron Shaich (MBA 1978) started small: a 400-square-foot business in Boston’s Downtown Crossing that sold cookies. From those humble... View Details
        • 17 Jun 2011
        • HBS Case

        KFC’s Explosive Growth in China

        restaurant company in mainland China. The case describes how Yum! China succeeded and expanded by staying local on many levels. It keeps close ties to the Chinese government, hires local management, sources food from within the country,... View Details
        Keywords: by Maggie Starvish; Food & Beverage
        • 21 Sep 2022
        • Research & Ideas

        You Don’t Have to Quit Your Job to Find More Meaning in Life

        published in the Journal of Positive Psychology. Is the restaurant owner fulfilled? In one of their first experiments, De Freitas and his colleagues gave about 400 participants different vignettes, one of which described Ariana, a... View Details
        Keywords: by Shalene Gupta
        • 01 Mar 2024
        • News

        In Harmony

        time were military Jeeps”) to an American restaurant with rock music playing on the jukebox. “I remember distinctly eating a cheeseburger and drinking a milkshake,” he says. “It was the weirdest and most delicious meal I’d ever tasted.”... View Details
        Keywords: Julia Hanna; photographs by Jun Michael Park; private equity; fiction; financial crisis; leadership; Korea

          Ray A. Goldberg

          A native of North Dakota, Dr. Goldberg received his A.B. from Harvard University in 1948, his MBA from the Harvard Graduate School of Business Administration in 1950 and his Ph.D. in Agricultural Economics from the University of Minnesota in 1952.

          ... View Details

          Keywords: restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant
          • 29 Nov 2022
          • Research & Ideas

          How Much More Would Holiday Shoppers Pay to Wear Something Rare?

          it.” You Might Also Like: How Paid Promos Take the Shine Off YouTube Stars (and Tips for Better Influencer Marketing) Burgers with Bugs? What Happens When Restaurants Ignore Online Reviews Dog Eat Dog: Measuring Network Effects Using a... View Details
          Keywords: by Michael Blanding; Retail
          • 07 Jul 2023
          • News

          A Community Hunger Solution with Global Ambitions

          teamed up with partner organization ReFood, and Ghose liked the model: repurposing surplus food from restaurants to feed the local community, with hyperlocalized food drives run by local volunteers. He brought the idea home to two friends... View Details