Filter Results:
(5,722)
Show Results For
- All HBS Web
(8,220)
- People (9)
- News (1,436)
- Research (5,722)
- Events (20)
- Multimedia (9)
- Faculty Publications (4,118)
Show Results For
- All HBS Web
(8,220)
- People (9)
- News (1,436)
- Research (5,722)
- Events (20)
- Multimedia (9)
- Faculty Publications (4,118)
Sort by
- April 2011 (Revised January 2015)
- Case
The Eleganzia Group
By: Elie Ofek, Elena Corsi, Bharat Sajnani, Sorina Casian-Botez and Francesco Tronci
Eleganzia Group management faces tough decisions heading into the summer of 2010. With tourism on the decline due to the global economic recession, General Manager Giannuzzi must decide how to set prices at the Forte Village Resort, the Group's most well-known... View Details
Keywords: Pricing; Pricing Strategy; Customer Management; Branding; Customer Relationship Management; Price; Luxury; Business Strategy; Brands and Branding; Accommodations Industry; Travel Industry; Italy
Ofek, Elie, Elena Corsi, Bharat Sajnani, Sorina Casian-Botez, and Francesco Tronci. "The Eleganzia Group." Harvard Business School Case 511-115, April 2011. (Revised January 2015.)
- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry
Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
- Article
The Formation and Role of Reputation and Litigation in the Auditor-Manager Relationship
By: S. Datar and M. Alles
Datar, S., and M. Alles. "The Formation and Role of Reputation and Litigation in the Auditor-Manager Relationship." Journal of Accounting, Auditing & Finance 14, no. 4 (Fall 1999): 401–428.
- February 2013
- Teaching Note
Transforming AMFAM (TN)
By: Rakesh Khurana and Rajiv Lal
- September 1995 (Revised December 2018)
- Case
Managing Innovation at Nypro, Inc. (A)
By: Clayton M. Christensen and Rebecca Voorheis
Nypro is the world's leading injection molder of precision plastic parts, operating a global network of 21 plants. Nypro's strategy is for each plant to offer identical capabilities, because its customers are global companies with worldwide sourcing needs. The case... View Details
Keywords: Globalized Firms and Management; Innovation and Management; Operations; Performance Consistency; Manufacturing Industry
Christensen, Clayton M., and Rebecca Voorheis. "Managing Innovation at Nypro, Inc. (A)." Harvard Business School Case 696-061, September 1995. (Revised December 2018.)
- January 2015 (Revised March 2015)
- Case
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India
Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
- March 1990 (Revised July 1991)
- Case
Digital Equipment Corp.: Complex Order Management
Describes the proposed creation of a low end 3000 configuration workstation using Digital's competitive advantage of offering a la carte configuration capability and ability to build different options for customers. Disadvantages of this 3000 configuration workstation... View Details
Keywords: Customer Focus and Relationships; Cost; Management Practices and Processes; Distribution; Competitive Advantage
Hammond, Janice H. "Digital Equipment Corp.: Complex Order Management." Harvard Business School Case 690-081, March 1990. (Revised July 1991.)
- April 2020
- Supplement
Open Innovation at Fujitsu (C)
By: Amy C. Edmondson and Jean-François Harvey
This follow-on case study provides a multi-year update on the achievements of the Open Innovation Gateway (OIG). Over time, OIG honed a process that enabled open innovation. It developed three streams of activities, namely co-creation projects with major customers and... View Details
Keywords: Open Innovation; Inter-organizational Relationships; Collaborative Innovation and Invention; Change Management; Relationships; Leadership Development
Edmondson, Amy C., and Jean-François Harvey. "Open Innovation at Fujitsu (C)." Harvard Business School Supplement 620-126, April 2020.
- September 2005 (Revised February 2007)
- Supplement
Angels and Devils: Best Buy's New Customer Approach (B)
Elberse, Anita, John T. Gourville, and Das Narayandas. "Angels and Devils: Best Buy's New Customer Approach (B)." Harvard Business School Supplement 506-008, September 2005. (Revised February 2007.)
- Teaching Interest
Overview
By: Rob Markey
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
Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
- May 3, 2023
- Article
What Top-Performing Sales Managers Do Differently
By: Mike Schultz and Frank V. Cespedes
Sales managers hire reps, influence their training, provide (we hope) feedback and so reinforce good selling behaviors, and are key in the execution of growth and change initiatives. In a study of more than 1,000 sales managers and sellers across industries, we found... View Details
Schultz, Mike, and Frank V. Cespedes. "What Top-Performing Sales Managers Do Differently." TrainingIndustry.com (May 3, 2023).
- June 2013
- Supplement
Can PACIV (Puerto Rico) Serve European Customers? (Video Supplement)
By: Jim Sharpe
This is Video Supplement for Can PACIV (Puerto Rico) Serve European Customers? HBS Case #808099. View Details
Keywords: Entrepreneurial Management; Global Organizations; Service; Hiring; Incentives, Motivation; Joint Ventures; Customer Service Excellence; Customer Relationship Management; Empowerment; International Expansion; Ownership Structure; Culture; Organization Alignment; Growth and Development Strategy; Entrepreneurship; Private Ownership; Globalized Markets and Industries; Globalized Firms and Management; Pharmaceutical Industry; Biotechnology Industry; Puerto Rico; United Kingdom
Sharpe, Jim. "Can PACIV (Puerto Rico) Serve European Customers? (Video Supplement)." Harvard Business School Video Supplement 813-722, June 2013.
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
JetBlue today is considered one of the top airlines in the world, and its customer ratings are as high as its airplanes. But not that long ago JetBlue was a prime business school example of a nightmare scenario displacing 130,000... View Details
- September 2023
- Article
The Changing Role of Managers
By: Letian Zhang
This study argues that the increase in middle management in recent decades was
accompanied by a major shift in managerial roles. Increased task complexity and a
new management philosophy have reduced the need for direct supervision but generated
a much greater... View Details
Zhang, Letian. "The Changing Role of Managers." American Journal of Sociology 129, no. 2 (September 2023): 439–484.
- 30 May 2005
- Research & Ideas
Germany’s Pioneering Corporate Managers
Siemens, the Deutsche Bank, Dresdner, Bosch, BASF, and so on, all managed to somehow reconstruct and reinvent themselves after these upheavals. So I intended to write a long-term study about a company or factory with a focus on its View Details
Keywords: by Sean Silverthorne
- Article
Strategic Management of Product Recovery
Manufacturers of an expanding range of durable products are facing regulatory and market pressures to manage the products they manufactured upon their end of life (EOL). In part, this attention is motivated by a growing number of countries—especially across Europe and... View Details
Keywords: Product; Environmental Sustainability; Cost Management; Government Legislation; Logistics; Risk and Uncertainty; Strategy; Europe; Asia; United States
Toffel, Michael W. "Strategic Management of Product Recovery." California Management Review 46, no. 2 (Winter 2004): 120–141.
- November–December 2021
- Article
Does Gender Matter? The Effect of Management Responses on Reviewing Behavior
By: Davide Proserpio, Isamar Troncoso and Francesca Valsesia
We study the effect of management responses on the reviewing behavior of self-identified female and male reviewers. Using data from Tripadvisor, we show that after hotels begin to respond to reviews, the probability that a negative review comes from a self-identified... View Details
Keywords: Word Of Mouth; Online Reviews; Management Responses; E-commerce; Gender; Prejudice and Bias; Digital Platforms; Customers
Proserpio, Davide, Isamar Troncoso, and Francesca Valsesia. "Does Gender Matter? The Effect of Management Responses on Reviewing Behavior." Marketing Science 40, no. 6 (November–December 2021): 1199–1213.
- 1988
- Chapter
Promoting Career-Enhancing Relationships in Organization: The Role of the Human Resource Professional
By: D. A. Thomas and Kathy E. Kram
Thomas, D. A., and Kathy E. Kram. "Promoting Career-Enhancing Relationships in Organization: The Role of the Human Resource Professional." In Career Growth and Human Resource Strategies, edited by M. London and E. Mone. Quorum Books, 1988.
- July 2021
- Article
Big Data for Social Benefits: Innovation as a Mediator of the Relationship between Big Data and Corporate Social Performance
By: Goran Calic and Maryam Ghasemaghaei
Over the last decade, the use big data in firms has seen a rapid increase. Whilst scholars have begun to unpack the relationship between big data utilisation and financial performance, significant uncertainty exists about the ethical uses of this new asset. Whether... View Details
Keywords: Analytics and Data Science; AI and Machine Learning; Performance Improvement; Organizational Change and Adaptation
Calic, Goran, and Maryam Ghasemaghaei. "Big Data for Social Benefits: Innovation as a Mediator of the Relationship between Big Data and Corporate Social Performance." Journal of Business Research 131 (July 2021): 391–401.
- 30 Sep 2002
- Research & Ideas
Use the Psychology of Pricing To Keep Customers Returning
that a manager has in the product that he or she is offering. For the manager who thinks he cannot retain a customer year to year, either because he has a poor product or... View Details
Keywords: by Manda Mahoney