Publications

19 Feb 2021
News

3 Steps to Better Virtual Meetings

24 Nov 2020
News

How Fake Customer Reviews Do — and Don’t — Work

Profile

Juliane Schwetz

Many HBS graduates will manage brands; few, however, will be responsible for a brand as storied – and as important – as the one that will be under Juliane Schwetz’s care: the United States Military Academy at West Point. An Army captain,... View Details

Profile

Gary Shi

In his third year at Fudan University, Gary Shi thought he would “like to have more interactions around global topics,” so he decided to take the lead. With a group of Harvard students, he co-organized the Harvard Project for Asian and International View Details

19 Jul 2004
Research & Ideas

Your Customers: Use Them or Lose Them

her course for Harvard MBA students, Managing Service Operations, which explores interactions between firms and customers. Defy Conventional Wisdom Commerce Bank entered a mature industry where the overall level of customer satisfaction... View Details

Keywords: by Martha Lagace

May–June 2018
Article

Structure That's Not Stifling: How to Give Your People Essential Direction—Without Shutting Them Down

By: Ranjay Gulati

Most leaders view employee freedoms and operational controls as antagonists in a tug-of-war. They tend to focus on regulating workers’ behavior, often putting a damper on commitment, innovation, and performance without realizing it. But freedom and control aren’t zero... View Details

Keywords: Organizational Structure; Mission and Purpose; Framework; Employee Relationship Management; Performance Effectiveness

Find at Harvard

Register to Read

September 2010 (Revised April 2013)
Case

Gazelle in 2012

By: Andrei Hagiu and James Weber

Gazelle has pioneered a reCommerce intermediation model: it buys used electronics from consumers and resells them on eBay or to wholesalers. Going forward, its two main strategic challenges are 1) deciding how much to rely on partnerships with large retailers for... View Details

Keywords: Business Model; Growth and Development Strategy; Markets; Two-Sided Platforms; Partners and Partnerships; Business Strategy; Retail Industry; Service Industry

November 2009 (Revised September 2010)
Case

Discovering Hidden Gems: The Story of Daryl Morey, Shane Battier, and the Houston Rockets (A)

By: Frances X. Frei and Matthew Todd Perlberg

As NBA Commissioner David Stern approached the podium, silent anticipation gripped the 4,000 Houston Rockets fans gathered at the Rockets Draft Party. "With the 8th pick in the 2006 NBA draft," Stern began, "the Houston Rockets select Rudy Gay from the University of... View Details

Keywords: Sports; Talent and Talent Management; Competitive Strategy; Operations; Groups and Teams; Sports Industry

August 1998
Supplement

Cleveland Tomorrow, Video

By: James E. Austin and Rosabeth M. Kanter

As part of Cleveland's turnaround, Cleveland Tomorrow creates new investment funds to stimulate new business development. This development is designed to earn a profit and bring new benefits to the community. Part of the HBS Social Enterprise Video Series on Business... View Details

Keywords: Investment Funds; Leadership; Growth and Development Strategy; Business and Community Relations; Social Enterprise

23 Mar 2023
News

Should You Share AI-Driven Customer Insights with Your Customers?

Web

Launching Global Ventures - Course Catalog

entrepreneurial success. Funding, Growth and Exits: Investigate how global ventures attract capital, manage investor relationships across cultural divides, and execute successful exit strategies. Topics... View Details

March 2011
Teaching Note

Shenzhen Development Bank (TN)

By: Li Jin and Yuhai Xuan

Teaching Note for 210020. View Details

Keywords: Partners and Partnerships; Decisions; Investment; Commercial Banking; Growth and Development; Negotiation Deal; Labor and Management Relations; Planning; Banking Industry; Financial Services Industry; China

01 Sep 2017
News

Turning Point: Getting to Giving

Illustration by Chris Gash I grew up in a mostly single-parent household outside Chicago with my dad and sister; my relationship with money as a child was that it felt scarce, for sure, but we didn’t talk about it. Maybe that’s why I’ve... View Details

Keywords: Amalya “Ami” Campbell (MBA 1997); Social Assistance; Health, Social Assistance

26 Oct 2020
Blog Post

12 Weeks of VC Summer: Remote Edition

would I be able to pick up the necessary skills to succeed in a new role and build meaningful relationships with the team and the entrepreneurs? Would I enjoy this experience? I had some previous experience working remotely, but being new... View Details

Keywords: Venture Capital / Private Equity

06 Aug 2020
Blog Post

WHY WE STARTED THE HBS BLACK INVESTMENT CLUB

investors are unaware of the biases that create barriers to actually investing in Black founders. It is no surprise that the rest of the investing world also severely lacks racial diversity. According to Kanyi Maqubela, managing partner... View Details

Keywords: All Industries

January 2025
Case

Hebbia: Redefining Productivity for Knowledge Workers Using AI

By: Suraj Srinivasan and Minoshka Narayan

In early 2025, George Sivulka, founder and CEO of Hebbia, reflected on the company’s rapid ascent as a pioneer in GenAI-powered productivity tools for knowledge workers. With its proprietary technology, Hebbia had redefined information retrieval and analysis and earned... View Details

Keywords: Transformation; Customer Relationship Management; AI and Machine Learning; Innovation and Management; Innovation Strategy; Service Delivery; Technological Innovation; Growth and Development Strategy; Competitive Strategy; Banking Industry; Financial Services Industry; Technology Industry; United States; New York (city, NY)

August 2016 (Revised July 2017)
Case

Singapore Airlines: Premium Goes Multi-Brand

By: Rohit Deshpande and Dawn H. Lau

Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of competition, from the rapid growth of Southeast Asian low-cost carriers on the one hand, to the expansion of premium... View Details

Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore

March 2010
Case

Sonoco Products Company (A): Building a World-Class HR Organization (Abridged)

By: David A. Thomas and Boris Groysberg

Describes the steps the vice-president of human resources takes in revamping an HR function that was noncooperative and, at times, competitive and introducing the company to the notion of HR as a strategic business partner. Explores changes made to the company's... View Details

Keywords: Human Resources; Organizations; Restructuring; Partners and Partnerships; Management Succession; Strategic Planning; Performance

August 2007 (Revised May 2009)
Case

PlaNet Finance: Broad Scope in Microfinance

By: Andrei Hagiu and Elena Corsi

PlaNet Finance was a French NGO providing technical support and training services to microfinance institutions (i.e., institutions providing financial services to the poor) and other microfinance actors, rating of microfinance institutions and management, and advisory... View Details

Keywords: Financial Institutions; Microfinance; Growth Management; Networks; Non-Governmental Organizations; Service Industry; France