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  • TeachingInterests

Transforming Customer Experiences - Executive Education

By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details
  • 8:30 AM – 6:45 PM EDT, 20 Oct 2020
  • Virtual Programming

The Future of Work - and Managing the Impact of COVID-19

Forces such as automation, demographics, and globalization were already changing how and where we work at a bewildering pace, then COVID happened. In the months ahead, companies need to prepare for three areas where their decisions and actions will play out in... View Details
  • 26 Jan 2015
  • Research & Ideas

National Health Costs Could Decrease if Managers Reduce Work Stress

pressure, alcoholism, mental illness. Even so, the connections between job pressures and health—and what management can do to address the problem—have been little studied. “We have not placed a lot of emphasis on the role of workplace... View Details
Keywords: by Michael Blanding; Health
  • July 2020
  • Case

Karen Bruck: Growing Managers at MercadoLibre

By: Joshua D. Margolis, Fernanda Miguel and Mariana Cal
Karen Bruck, Corporate Sales Director at MercadoLibre, Latin America's largest e-commerce platform, needs to make a decision about one of her managers, who, while analytically savvy, has an approach that does not fit in with the company's culture. View Details
Keywords: Performance Evaluation; Employee Relationship Management; Decision Making; Interpersonal Communication; Organizational Culture; Retail Industry; Latin America; Argentina
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  • 1991
  • Article

Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details
Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction
Related
  • 17 Apr 2008
  • Working Paper Summaries

Diffusing Management Practices within the Firm: The Role of Information Provision

Keywords: by Michael J. Lenox & Michael W. Toffel; Technology
  • September 2018
  • Article

Discretionary Task Ordering: Queue Management in Radiological Services

By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work-scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks... View Details
Keywords: Discretion; Scheduling; Queue; Healthcare; Learning; Experience; Decentralization; Operations; Service Operations; Service Delivery; Performance; Performance Effectiveness; Performance Efficiency; Performance Improvement; Performance Productivity; Decisions; Time Management; Cost vs Benefits; Health Industry
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  • 26 Nov 2001
  • Research & Ideas

Manager or Mentor? Why You Must Be Both

feedback to the employee may be adequate but of limited value toward the employee's development Most people manage for performance's sake rather than for development, he added. View Details
Keywords: by Martha Lagace
  • 26 Mar 2020
  • Research & Ideas

7 Leadership Principles for Managing in the Time of Coronavirus

feel they can contribute to overcoming the uncertainty, overcoming the crisis. Engaging employees in this way will also reduce that rumor mill, give confidence to them that they will then project in turn to the people who are relying on... View Details
Keywords: by John A. Quelch; Health
  • 24 Oct 2017
  • News

What Managers Need to Know About Social Tools

  • 03 Dec 2014
  • What Do You Think?

Can the Brilliant Jerk Be Managed Effectively?

"brilliant jerk"? What do you think? To Read More: Marcus Buckingham and Curt Coffman, First, Break All the Rules: What the World's Greatest Managers Do Differently (New York: Simon & Schuster, 1999), especially pp. 164-174.... View Details
Keywords: by James Heskett
  • 12 Mar 2014
  • Lessons from the Classroom

Managing the Family Business: Firing the CEO

Editor's note: This is part of a series of occasional columns on managing the family business written by Senior Lecturer John A. Davis. In this article, Davis discusses when to make changes at the top. No one needs convincing that the... View Details
  • 2011
  • Case

The Haidilao Company

By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Keywords: Competitive Strategy; Customer Service; Employee Empowerment; Global Corporate Cultures; Organizational Values; Transformations; China; Restaurants; China
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  • Research Summary

Managing the Advantages and Tradeoffs of Collaborative Structures

By: Ethan S. Bernstein

To solve complex problems, organizations must both collect facts and use them to solve problems. In one study, my coauthors and I show that increased connectivity—measured as network... View Details

Keywords: Networks; Human Behavior; Performance; Virtual Work; Hybrid Work; Office Space; Workplace Design; Communication; Social and Collaborative Networks; Behavior; Organizational Design; Organizational Structure; Leadership; Management
  • January 2021
  • Article

Machine Learning for Pattern Discovery in Management Research

By: Prithwiraj Choudhury, Ryan Allen and Michael G. Endres
Supervised machine learning (ML) methods are a powerful toolkit for discovering robust patterns in quantitative data. The patterns identified by ML could be used for exploratory inductive or abductive research, or for post-hoc analysis of regression results to detect... View Details
Keywords: Machine Learning; Supervised Machine Learning; Induction; Abduction; Exploratory Data Analysis; Pattern Discovery; Decision Trees; Random Forests; Neural Networks; ROC Curve; Confusion Matrix; Partial Dependence Plots; AI and Machine Learning
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  • May 2011 (Revised March 2012)
  • Supplement

Global Knowledge Management at Danone (C)

By: Amy C. Edmondson, Ruth Dittrich and Daniela Beyersdorfer
The (C) case provides an update on the B-case decision and describes the introduction of Dan 2.0, an internal social virtual network for the purpose of knowledge sharing in a company that was only used to face-to-face networking. View Details
Keywords: Innovation and Management; Knowledge Sharing; Information Infrastructure; Opportunities; Problems and Challenges; Networks; Employees; Motivation and Incentives; Knowledge Management; Management Practices and Processes
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  • 2020
  • Working Paper

Machine Learning for Pattern Discovery in Management Research

Supervised machine learning (ML) methods are a powerful toolkit for discovering robust patterns in quantitative data. The patterns identified by ML could be used as an observation for further inductive or abductive research, but should not be treated as the result of a... View Details
Keywords: Machine Learning; Theory Building; Induction; Decision Trees; Random Forests; K-nearest Neighbors; Neural Network; P-hacking; Analytics and Data Science; Analysis
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  • 20 Feb 2022
  • News

Hong Kong: A Case Study of Managing in Extreme Uncertainty

  • 11 Jul 2005
  • Research & Ideas

The New International Style of Management

Switzerland-based company, there is a high degree of regional and international interactions which, by default, require employees at many different levels to have an understanding of different styles and ways of conducting business. My... View Details
Keywords: by Garry Emmons
  • Web

Supply Chain Management - Course Catalog

HBS Course Catalog Supply Chain Management Course Number 2108 Associate Professor Kris Ferreira Fall; Q1Q2; 3.0 credits Project Professor Ananth Raman Spring; Q3Q4; 3.0 credits Project Career Focus This course is appropriate for students... View Details