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Measurement and Effects of Bank Exit Policies

By: Daniel Green and Boris Vallée
We study whether exit policies by financial institutions have financial and real consequences on the firms they target, using bank coal exit policies as a laboratory. In contrast to theories assuming high capital substitutability, we find large effects of these... View Details
Keywords: Coal Power; Financing and Loans; Banks and Banking; Policy; Energy Industry
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Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
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Multinational Enterprises and Corporate Responsibility

By: Nien-he Hsieh

Multinational enterprises, especially those operating in developing economies, face wide-ranging demands to help persons whose basic needs are unmet. Pharmaceutical companies, for example, are asked to provide access to life-saving therapies to patients in countries... View Details

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Nonprofits and the Net

By: James E. Austin
This research examined the strategic use of the internet by existing nonprofit organizations and the creation of new internet based organizations that are operating in the social sector, particularly in the philanthropic segment. Resulting publications: 'The... View Details
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Organizational Emplacement as a Response to Digital Threat: The Novel Resurgence of Independent Bookstores

By: Ryan Raffaelli and Ryann Noe
This study reveals how incumbent actors leverage physical place as source of differentiation in response to the threat of digital commoditization. Through a longitudinal, qualitative analysis of the U.S. independent bookselling industry from 1995 to 2019, we outline... View Details
Keywords: Retail; Place Making; Bookstores; Industry Evolution; Digital; Commoditization; Organizational Change and Adaptation; Adaptation; Business Strategy; Digital Transformation; E-commerce; Distribution Channels; Civil Society or Community; Value Creation; Retail Industry
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  • Teaching Interest

Overview

By: Benjamin C. Esty
I created and teach a course called Strategies for Value Creation (SVC). It is designed to be a capstone course in the Elective Curriculum (EC or second year of the MBA program) that integrates and further develops concepts developed in several Required Curriculum (RC... View Details
Keywords: Corporate Strategy; Corporate Social Responsibility and Impact; Corporate Finance; Value Creation; Competitive Advantage; Competitive Strategy; Financial Management
  • Teaching Interest

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By: Willy C. Shih
Professor Shih has taught the Technology and Operations Management (TOM) course and FIELD Global Immersion in the first-year MBA required curriculum. He also has taught Building and Sustaining a Successful Enterprise (BSSE) in the second-year MBA curriculum, as well as... View Details
Keywords: Supply Chain Management; Operations Management; Operations Strategy; Globalization Of Supply Chain; Competitiveness; Globalization; Trade; Operations; Manufacturing Industry; Transportation Industry; United States; China; Europe; Japan
  • Teaching Interest

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By: Michael W. Toffel
Professor Toffel teaches the required first-year MBA course Technology and Operations Management (TOM).

He also coordinates and teaches the Doctoral Seminar in Technology and Operations Management to help... View Details

Keywords: Environmental Sustainability; Operations; Supply Chain Management; Government Legislation; Non-Governmental Organizations; Multinational Firms and Management
  • 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
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Overview

By: Regina E. Herzlinger
Course Requirements

Students are required to prepare a business plan, which employs the framework of this course, to explore an entrepreneurial opportunity in health care, and to evaluate their classmates' plans.

Career Focus

For... View Details
Keywords: Healthcare; Healthcare Industry; Healthcare Innovation; Healthcare Costs; Healthcare Operations; Healthcare Organizations; Healthcare Startups; Healthcare Technology; Healthcare Ventures
  • Research Summary

Overview

By: Willy C. Shih
Willy's research interests reflect the 28 years he spent in industry, during which he logged many questions on firm performance, relative competitiveness, and firm culture as an impediment to change. His primary interests today are in the drivers of industrial... View Details
Keywords: Strategy; Technology; Competitiveness; Competitive Dynamics; Supply Chains; Production; Operations; Product Development; Supply Chain Management; Manufacturing Industry; Semiconductor Industry; Aerospace Industry; Auto Industry; United States; Asia; Europe
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By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
Keywords: Service Operations; Customer Satisfaction; Customer Retention; Customer Behavior; Operational Transparency; Customer Compatibility; Engagement; Customers; Decision Making; Design; Management; Operations; Quality; Relationships; Social Psychology; Technology; Value; Banking Industry; Service Industry; Travel Industry; Web Services Industry; Retail Industry; Food and Beverage Industry
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By: Tatiana Sandino
In studying management control systems, Professor Sandino aims to understand how different control mechanisms can help lead employees within an organization to achieve common goals. Her work builds on contingency theory by exploring environmental, strategic, and... View Details
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Overview

By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details
Keywords: Customer Base Analysis; Customer Lifetime Value; Customer Experience; Customer Loyalty; Service Profit Chain; Management Accounting; Project Evaluation And Resource Allocation; Customer Value and Value Chain; Customer Satisfaction; Valuation; Customer Focus and Relationships
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Overview

By: Iavor I. Bojinov
Over the last decade, technology companies like Amazon, Google, and Netflix have pioneered data-driven research and development processes centered on massive experimentation. However, as companies increase the breadth and scale of their experiments to millions of... View Details
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By: Hise O. Gibson
Professor Gibson's primary research interests encompass inclusive leadership, operational effectiveness, human capital development, leadership, leader development, leading change, and risk management especially during crisis. As part of his broader work to... View Details
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By: Antonio Moreno
One major theme of Professor Moreno’s research has been retail channel integration and so-called “omnichannel retail.” In omnichannel retail, retailers provide their customers with a shopping experience that may involve different channels in a way that aims to be... View Details
Keywords: Omnichannel; Omni-channel; Omnichannel Retail; Omnichannel Retailing; Retail; Customer Value and Value Chain; Information Management; Technological Innovation; Distribution; Distribution Channels; Logistics; Product; Product Design; Service Delivery; Supply Chain; Supply Chain Management; Information Technology; Internet; Online Technology; Technology Adoption; Technology Platform; Retail Industry; Technology Industry; Service Industry; Europe; Spain; Latin America
  • Research Summary

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By: Ramon Casadesus-Masanell
I study strategic interaction between organizations that operate different business models. View Details
Keywords: Business Models; Industrial Organization; Strategic Interaction; Competitiveness; Strategy; Competition; Game Theory; Cooperation; Competitive Advantage; Competitive Strategy; China; Europe
  • Research Summary

Overview

By: Regina E. Herzlinger
Winner of the Harvard Business School outstanding teacher award and research awards from U.S. and international health care and accounting organizations: 2016 “60 of the Most Powerful People in Healthcare in 2016,” Becker’s Hospital Review, January 3, 2017 ; 2014 ... View Details
Keywords: Innovation and Management; Insurance; Service Delivery; Service Operations; Information Technology
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Overview

By: Michael W. Toffel
My research examines how companies manage environmental issues, occupational safety, and working conditions in global supply chains. More recently, I have also begun researching the drivers and implications of CEO activism, where organizational leaders speak out on... View Details
Keywords: Environmental Performance; Environmental Strategy; Labor Management; Transparency; Institutional Theory; Economic Analysis; Quality Improvement; Operations Management; Supply Chain; Regulation; Environmental Sustainability; Safety; Quality; Climate Change; Environmental Regulation; Pollution; Environmental Management; Operations; Supply Chain Management; Manufacturing Industry; Construction Industry; Asia; Europe; United States

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