research - Publications - Faculty & Research

October 2011
Article

Under Threat: Responses to and the Consequences of Threats to Individuals' Identities

I review and reconceptualize identity threat, defining it as an experience appraised as indicating potential harm to the value, meanings, or enactment of an identity. I also develop a theoretical model and propositions that generate insights into how individuals... View Details

Keywords: Identity; Value; Theory; Organizations; Research

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11 Jan 2000
Research & Ideas

Calling All Managers: How to Build a Better Call Center

they go beyond earlier research to look at the broad context of call center service delivery. "Although much literature has recently been written about various ways to steer customer interactions to sale opportunities," write... View Details

Keywords: by Martha Lagace; Service; Financial Services

17 Jun 2020
Blog Post

Black MBA Students Pen Letters to the HBS Community: Letter 2/5

murders – George Floyd, Breonna Taylor, Ahmaud Arbery – are preceded by a nearly unbroken thread of terror and oppression that has been imposed on Black Americans. So, what I want to share with the HBS community is simple. I. If you can’t fathom how this happened,... View Details

June 2007
Article

Which Levers Boost ROI?

By: Margeaux Cvar and John A. Quelch

The article refers to ROI, or return on investment, and focuses on a rational strategy for financial markets that uses outside industry comparisons. The first step is to identify parallel businesses that have similar characteristics such as growth, capital, and market... View Details

Keywords: Mathematical Methods; Financial Markets; Investment Return

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About - Race, Gender & Equity

equality in business and society at large. Leadership Robin J. Ely Initiative Co-Chair, Diane Doerge Wilson Professor of Business Administration, Emerita Robin Ely is the Diane Doerge Wilson Professor of Business Administration, Emerita at Harvard Business School. She... View Details

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About - Business & Environment

on business and environment topics Educate students to transform organizations to become environmentally sustainable Disseminate insights from research and foster alumni engagement on critical environmental topics BEI brings together more... View Details

Research Summary

Overview

By: Susanna Gallani

In her current research, Professor Gallani draws on economic and sociological theories to analyze the design of incentive and performance management systems. She explores the effectiveness of monetary and non-monetary incentives, feedback systems, and types of... View Details

September 2001
Background Note

Assessing Your Organization's Crisis Response Plans

Organizations inevitably face crises, but few are well prepared to deal with them. This note summarizes the findings of research and experience about what it takes to respond effectively in crisis situations. Provides principles to guide crisis response planning,... View Details

Keywords: Organizations; Crisis Management

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