Publications

Read Now

March 2002
Background Note

Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce

Illustrates how various elements in a customer's encounter with Internet services relying on physical service (labor-intensive customer support and/or logistics) affect one another. Presents a framework that suggests: 1) that improving service quality in specific... View Details

Keywords: Internet and the Web; Service Delivery; Performance Efficiency; Performance Effectiveness; Service Industry

17 Nov 2016
Op-Ed

What's Behind the Unexpected Trump Support from Women

to gender, economics, and perceptions of leadership. He received the strongest support from white women without college degrees, 62 percent of whom voted for him. Although his View Details

Keywords: by Laura Morgan Roberts and Robin Ely

28 Apr 2023
Blog Post

Creating a Workplace That Supports Employees in Work and Life

If your company is actively asking the question “How can we best support our LGBTQ+ employees?” then you are already part of this important conversation. But it’s important to directly answer this question with concrete steps you can take... View Details

Keywords: All Industries

03 Feb 2003
Research & Ideas

Web Services

service technologies from a provider, customer, and investor perspective. Customers are concerned with integration and driving down costs, said Steven Lewis, Microsoft's... View Details

Keywords: by Julia Hanna; Service

01 Mar 2008
News

Supporting the Troops

Kohlberg Photo Courtesy Kohlberg Foundation Iraq and Afghanistan veterans are uncertain not only about their long-term health-care benefits, but also about the education benefits that were an inducement for many to enlist. The GI Bill,... View Details

Keywords: Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools

29 Mar 2023
News

Supporting Earthquake Victims in Turkey and Syria

community to rally support and aid for the victims of this tragic event. If you have a story or news to share, please email us at alumni_communications@hbs.edu. WHERE TO GIVE We offer the following... View Details

July 2007 (Revised January 2008)
Case

Turnaround at the Veterans Health Administration (A)

By: Amy C. Edmondson, Brian R. Golden and Gary J. Young

Investigates the challenges that Dr. Kenneth W. Kizer confronted in seeking to create organizational change at the largest integrated health care system in North America, the Veterans Health Administration (VHA). Kizer was appointed as the Under Secretary of Health, to... View Details

Keywords: Problems and Challenges; Organizational Change and Adaptation; Transformation; Leadership; Consolidation; Health Care and Treatment; Service Delivery; Public Administration Industry; Public Administration Industry; North and Central America

23 Jan 2024
Research & Ideas

How to Keep Employees Productive: Support Caregivers

workers; transportation subsidies might not matter to remote employees. Shrewd organizations tailor benefits to workers’ roles and demographics. An essential frontline urban worker needs different support... View Details

Keywords: by Kara Baskin

25 Mar 2021
News

Alumni Honor Nitin Nohria and Support His Legacy

School and strengthened its role in the University. Furthermore, by building the pipeline of faculty, launching new global research offices and centers, increasing financial aid to attract students from... View Details

18 Apr 2023
Blog Post

HBS Students and Alumni Fostering a Supportive Community

provides a variety of services and resources for them, including advising and counseling, one-on-one tutoring, workshops, and specialized career... View Details

16 Nov 2021
Blog Post

How HBS Supported My Career Transitions During and After Graduation

Mike Anders (MBA 2020) grew up in the suburbs of Washington, DC. After attending Northwestern University, he began a career in tech working for a legal services startup in Chicago called Envoy Global. He moved to San Francisco after HBS... View Details

February 2003 (Revised June 2003)
Case

Interface's Evergreen Services Agreement

In an attempt to reduce its ecological footprint, Interface Americas, a leading manufacturer of commercial carpet tile, has launched the Evergreen Services Agreement (ESA)--a lease agreement that provides would-be carpet purchasers with comprehensive floor-covering... View Details

Keywords: Business Model; Product; Environmental Sustainability; Innovation and Invention; Leasing; Consumer Products Industry; Houston

April 2013 (Revised November 2013)
Case

Growing Financial Services in India: Aditya Birla Financial Services Group

By: Paul M. Healy and Rachna Tahilyani

Aditya Birla Financial Services Group is a large, broad-based, Indian financial services institution offering products ranging from life insurance and mutual funds to private equity. The company has witnessed a turnaround in recent years and regained lost market share.... View Details

Keywords: Regulatory Environment; Finance; Asset Management; Business Growth and Maturation; Transformation; Leadership Development; Leadership Style; Business Processes; Organizational Structure; Organizational Change and Adaptation; Competitive Strategy; Diversification; Segmentation; Financial Services Industry; Financial Services Industry; India

2013
Report

Developmental Readiness and Mindful Engagement in the Singapore Public Service

By: D. Scott DeRue and Christopher G. Myers

Keywords: Leadership; Leadership Development And Career Planning; Leadership Development; Public Administration Industry; Singapore; Asia