Customer Obligations - Publications - Faculty & Research

28 Feb 2018
Sharpening Your Skills

Master the Team Meeting

meeting with a funny anecdote or personal story to wake up the room. Maybe someone on your team has a good customer story or had someone on their team get a “win” worth sharing. Perhaps you have a fun personal story to share that shows... View Details

Keywords: by Julia Austin

06 Mar 2006
Research & Ideas

Four Strategies for Making Concessions

overlook, ignore, or downplay your concessions. Why? To avoid the strong social obligation to reciprocate. As a result, it is your responsibility to label your concessions and make them salient to the other party—a responsibility that the... View Details

Keywords: by Deepak Malhotra

30 Oct 2019
Research & Ideas

How to Recover Gracefully After Shutting Down Your Startup

step should be to consult a lawyer and an accountant to understand their legal obligations and how to sequence payments to parties owed money. After that, they should formulate a plan for communicating the news to View Details

Keywords: by Danielle Kost

02 Apr 2019
First Look

New Research and Ideas, April 2, 2019

Gender Inequality: The Work-family Narrative as a Social Defense Against 24/7 Work Culture By: Padavic, Irene, R. Ely, and Erin M. Reid Abstract—It is widely accepted that the conflict between women’s family obligations and professional... View Details

Keywords: Dina Gerdeman

06 Feb 2013
What Do You Think?

Is ‘Conscious Capitalism’ an Antidote to Income Inequality?

customer satisfaction and product excellence at least as important as profitability), a collaborative spirit between employers and employees , a long-term view , and a close relationship with suppliers." Several respondents voiced serious... View Details

Keywords: by James Heskett

25 Jun 2013
First Look

First Look: June 25

Social Responsibility: Punishing Transgressions Under Conflicting Obligations By: Gino, Francesca, Celia Moore, and Lamar Pierce Abstract—This paper combines experimental and field data to examine how those with discretion over punishment... View Details

Keywords: Anna Secino

04 Mar 2016
Research & Ideas

Is E-commerce at Risk in Apple's Security Dispute with the FBI?

vital for the structure of e-commerce and that’s the broader issue" Q: Is there a distinction to be made here between Apple protecting its own commercial interests and protecting customer security more broadly? A: Apple is making two... View Details

Keywords: Re: Sunil Gupta; Technology

28 May 2012
Research & Ideas

A Pragmatic Alternative for Creating a Corporate Social Responsibility Strategy

have a clear idea of why it is involved in CSR and the expected outcomes. They should know whether CSR benefits the brand, boosts the reputation of the business, affects customer retention, reduces waste, or provides a boost to employee... View Details

Keywords: by Dina Gerdeman

04 Apr 2019
Cold Call Podcast

Can Mark Zuckerberg Rebuild Trust in Facebook?

very narrow slice. They know exactly the kind of customer they're looking at and they can go at them. Of course, this was subject then to other influences like the Russian influences, but I just felt that this goes way beyond Cambridge... View Details

05 May 2009
First Look

First Look: May 5, 2009

Banerjee and Lakshmi Iyer Publication:Natural Experiments in History, edited by Jared Diamond and James Robinson. Harvard University Press, forthcoming No abstract is available at this time. Download the paper: http://www.hbs.edu/research/pdf/08-062.pdf Are... View Details

Keywords: Martha Lagace

02 Apr 2019
Research Event

Women Pay a Higher Career Price in Today's Always-On Work Culture

educated and valuable talent in a competitive labor market. The loss of women managers—and potential future leaders—has been particularly vexing for executives. Many of them cling to the belief that women’s struggle to balance their home and work View Details

Keywords: by Danielle Kost; Consulting; Service

13 Dec 2004
Research & Ideas

Sharing News That Might Be Bad

it. You've considered simply waiting for something more definitive—but who knows when that will come? Now your hand has been forced. If one employee has heard rumblings, so have others—maybe customers have heard them, too. Any executive... View Details

Keywords: by Paul Michelman

12 Nov 2021
Op-Ed

Can Our Parenting Struggles Make Us Better Leaders?

they have an obligation to work proactively to further the company’s mission. Alaska Airlines, likewise, has become one of the most successful and well-regarded airlines by giving its frontline workers much more control over View Details

Keywords: by Ranjay Gulati; Air Transportation

02 Aug 2021
What Do You Think?

Can Companies with Remote Management Succeed?

make more sense for a workforce that is older with fewer obligations (childcare, etc.) outside the office? Does it recognize the social needs of many (not all) humans to relate in person to those with whom we are working? We can ask how... View Details

Keywords: by James Heskett

07 May 2013
First Look

First Look: May 7

and the concentration of the certification industry. We also analyze the possibility that certifiers opt for a quick turnaround time at the expense of a lower accuracy. Finally, we investigate the opportunity of regulating transparency. Working Papers How Do View Details

Keywords: Carmen Nobel

02 Sep 2008
First Look

First Look: September 3, 2008

and that challenges mounted against a single firm (and industry) can inspire field-level (and state-level) changes. Download the paper: http://www.hbs.edu/research/facpubs/workingpapers/papers0809.html#wp09-019 Liquidity Needs in Economies with Interconnected Financial... View Details

Keywords: Sean Silverthorne

05 Nov 2013
First Look

First Look: November 5

profits at the extensive rather than the intensive margin, outperforming competitors by attracting a larger customer base. And fourth, higher competition intensity need not improve consumer privacy when consumers exhibit low willingness... View Details

Keywords: Sean Silverthorne

06 Mar 2006
What Do You Think?

The China Dilemma for U.S. Firms: Comply, Resist, or Leave?

not see any threat or moral hazard when the service provider makes clear to its customer the potential threat of use or sharing of the information by the intelligence or other authorities. Forewarned is forearmed. . . . As in Buddhist... View Details

Keywords: by James Heskett; Technology

08 Dec 2003
Research & Ideas

Is That Really Your Best Offer?

In hardball bargaining, is the other side really making its "absolute final offer" or only bluffing? In a collaborative situation, do you understand everyone's true interests? Are valued customers and colleagues satisfied with... View Details

Keywords: by Michael Wheeler

12 Mar 2019
First Look

New Research and Ideas, March 12, 2019

and mobilizing employees to embrace them, and practicing dual-minded leadership. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=55837 March–April 2019 Harvard Business Review Operational Transparency: Make Your Processes Visible to View Details