Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
  • Research
    • Research
    • Publications
    • Global Research Centers
    • Case Development
    • Initiatives & Projects
    • Research Services
    • Seminars & Conferences
    →
  • Publications→

Publications

Publications

Filter Results: (43) Arrow Down
Filter Results: (43) Arrow Down Arrow Up

Show Results For

  • All HBS Web  (103)
    • News  (46)
    • Research  (43)
    • Multimedia  (6)
  • Faculty Publications  (13)

Show Results For

  • All HBS Web  (103)
    • News  (46)
    • Research  (43)
    • Multimedia  (6)
  • Faculty Publications  (13)
← Page 2 of 43 Results →
Sort by

Are you looking for?

→Search All HBS Web
  • 16 Jun 2008
  • Research & Ideas

Seven Tips for Managing Price Increases

discretionary. The key here is to educate the consumer, apologize for the uncontrollable price increases, give price-sensitive consumers some promotional options, and reemphasize product benefits. View Details
Keywords: by John Quelch
  • 31 Mar 2008
  • HBS Case

JetBlue’s Valentine’s Day Crisis

to think there's more than just an accident happening here," Huckman remarks. "Now that you suspect this, how do you react as a manager? How do you restore confidence among your customers?" Neeleman apologized publicly to... View Details
Keywords: by Julia Hanna; Air Transportation
  • 02 Feb 2023
  • Research & Ideas

Why We Still Need Twitter: How Social Media Holds Companies Accountable

also picked up by major news outlets, including The New York Times. “It actually got a real response from United Airlines,” says Pacelli, noting that the CEO publicly apologized for the incident and United later agreed to settle a lawsuit... View Details
Keywords: by Kasandra Brabaw; Technology
  • 07 Jul 2021
  • Book

Good News for Disgraced Companies: You Can Regain Trust

actions. As a whole, are those impacts positive or negative? Ultimately, if a company is making a bad impact, however unintended, Sucher and Gupta say the public looks to a company to own up to the harm it has caused, starting with a willingness to apologize. And the... View Details
Keywords: by Lane Lambert
  • 20 Jan 2022
  • Op-Ed

3 Steps to Help Companies Rebuild Trust During the Pandemic

found that the most effective apologies acknowledged responsibility, explained why the action happened, and offered to fix the damage. Be transparent with employees. Provide the context around why a decision was made, the alternatives... View Details
Keywords: by Sandra J. Sucher and Shalene Gupta
  • 04 Jan 2022
  • What Do You Think?

Firing McDonald’s Easterbrook: What Could the Board Have Done Differently?

offender and hope that he would apologize and go quietly, sparing the company bad publicity in the long run. Perhaps investors, employees, and others would forget the entire matter. Alternatively, the company could fire for cause and... View Details
Keywords: by James Heskett
  • 19 Mar 2014
  • Research & Ideas

A Brand Manager’s Guide to Losing Control

social media managers to monitor Twitter for complaints about their cable service and who reach out to disgruntled customers directly in real time. There's also the @ComcastCares Twitter feed, which regularly issues updates about—and View Details
Keywords: by Carmen Nobel; Advertising
  • 30 Jun 2014
  • Lessons from the Classroom

The Role of Emotions in Effective Negotiations

A Happier Ending In an "alternate ending" to the story, Kate apologizes for how the negotiation has gotten out of control, and asks if they can start over. She shares her own anxieties and frustrations about an important... View Details
Keywords: by Michael Blanding; Entertainment & Recreation; Sports
  • 22 Feb 2021
  • Book

Reaching Today's Omnichannel Customer Takes a New Sales Strategy

sales productivity is not only about profit maximization and shareholder value—which, by the way, I don't think a CEO or Harvard Business School needs to apologize for—it also affects growth, civic discourse, and the lives of millions of... View Details
Keywords: by Kristen Senz
  • 04 Jun 2012
  • Research & Ideas

The Business of Life

speak again with the help of Rosetta Stone English and his six-year-old granddaughter, but he still gets words mixed up once in a while, and apologizes often for speaking slowly. Three years after his cancer diagnosis, he's still... View Details
Keywords: by Carmen Nobel
  • 30 Nov 2016
  • What Do You Think?

How Do Leaders Manage the Tension Between Pride and Arrogance?

consequences when organizations cross the line between pride and arrogance can be substantial. Just ask leaders like the erstwhile CEO of Lululemon—a company with a well-timed dedication to fitness with employees fanatical about its mission—who forgot this when he... View Details
Keywords: by James Heskett
  • 24 Sep 2013
  • First Look

First Look: September 24

portfolios. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=45597 August 2013 Social Psychological & Personality Science I'm Sorry About the Rain! Superfluous Apologies Demonstrate Empathic Concern and Increase Trust... View Details
Keywords: Sean Silverthorne
  • 27 Aug 2007
  • Op-Ed

Mattel: Getting a Toy Recall Right

design flaws in the toys with the magnets that could come loose. But Mattel deserves praise for now stepping up to its responsibilities as the leading brand in the toy industry. What has Mattel done right? The CEO has taken personal charge of the situation. He has... View Details
Keywords: by John Quelch; Consumer Products
  • 07 Nov 2007
  • Op-Ed

How Marketing Hype Hurt Boeing and Apple

damage to Apple brand equity among its core customers. After heavy blogging complaints about Apple exploiting its loyal followers, Steve Jobs had to apologize publicly (after a curt "That's technology" response fueled the fire)... View Details
Keywords: by John Quelch; Aerospace; Consumer Products
  • 27 May 2008
  • Sharpening Your Skills

Sharpening Your Skills: Thinking About Global

balkanized bureaucracy, and deteriorating market share, financial performance, and stock price. There are five characteristics that all top global brands have in common. How Should I Think About Strategy In A (not So) Flat World? Businesses Beware: The World Is Not... View Details
  • 04 May 2016
  • What Do You Think?

What Does Boaty McBoatface Tell Us About Brand Control on the Internet?

proposed a name, Boaty McBoatface. The name immediately zoomed into the lead on the Internet, perhaps supported by adolescents (and their parents) who had grown up playing with toys like Thomas, the friendly locomotive. (Hand later View Details
Keywords: by James Heskett; Advertising
  • 27 Feb 2018
  • First Look

First Look at New Research and Ideas, February 27, 2018

about when to use soft versus hard negotiation approaches, two of the notable lessons that arise are (i) the role of apologies after misusing power and (ii) how even “using one’s power for good” can translate into paternalistic outcomes.... View Details
Keywords: Sean Silverthorne
  • 07 Jun 2017
  • Research & Ideas

How an African History Scholar Became a Modern Righter of Wrongs

settlement and formally apologizes on behalf of the British government, June 2013 Shortly thereafter, John Hart, the movie producer behind Boys Don’t Cry and Revolutionary Road, bought the rights to develop a film based on Imperial... View Details
Keywords: by Carmen Nobel
  • 02 Jan 2008
  • Research & Ideas

Most Popular Stories 2007

Flat With apologies to Thomas Friedman, managers who believe the hype of a flat world do so at their own risk, says HBS professor Pankaj Ghemawat. National borders still matter a lot for business strategists. While identifying... View Details
Keywords: by Sean Silverthorne
  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

again, no one apologizes for this-is that patients can't choose their caregivers. They will get a Mayo Clinic diagnosis, and they will get it quickly, but it may not be a diagnosis from a specific, renowned doctor X. The system has been... View Details
Keywords: by Deborah Blagg; Service
  • ←
  • 1
  • 2
  • 3
  • →

Are you looking for?

→Search All HBS Web
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.