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- All HBS Web
(3,363)
- Faculty Publications (374)
Show Results For
- All HBS Web
(3,363)
- Faculty Publications (374)
- Forthcoming
- Article
Achieving Epilepsy Care for All: Ecosystem-Based Transformation
- Forthcoming
- Article
Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment
- Teaching Interest
Field Course: Social Innovation Lab
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- Research Summary
Managing sustainability in supply chains
- Forthcoming
- Article
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- Teaching Interest
Overview
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details
- Research Summary
Overview
- Research Summary
Overview
- Research Summary
Overview
- Research Summary
Overview
- Research Summary
Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage
Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details
- Forthcoming
- Article
Public Disclosure of Private Meetings: Does Observing Peers’ Information Acquisition Affect Analysts’ Attention Allocation?
- Research Summary
Research Summary
There has been tremendous change in the workplace — ubiquitous technology, 24/7 globalization, hyper-efficiency and now significant changes in work location. Professor Perlow’s research explores the implications for the ways we work and live, and what we can do to... View Details
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