Publications
Publications
Show Results For
- All HBS Web
(61)
- News (19)
- Research (36)
- Multimedia (1)
- Faculty Publications (25)
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business... View Details
- 2008
- Book
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
Daniel M. Gilbane
Dan Gilbane is a Lecturer of Business Administration presently teaching Deal Making in Real Estate in the Finance Unit.
Dan is a 5th generation family leader of Gilbane, Inc., a construction and real estate development firms in the industry with a global... View Details
- 09 May 2012
- Research & Ideas
Clayton Christensen’s “How Will You Measure Your Life?”
debt, it was forced to declare bankruptcy. The bank was sold to ING for just 1 pound. Twelve hundred employees lost their jobs, some of them his friends. And Leeson was sentenced to six and a half years in a Singaporean prison. How could... View Details
- 26 Sep 2023
- Book
Digital Strategy: A Handbook for Managing a Moving Target
learn- ing and organizing bear the potential to generate new ways of creating and capturing value, and of stretching and redefining the traditional boundaries of the (single) firm that are leaning toward more decentralized models of value... View Details
- 01 Dec 2023
- News
Wide Horizon
There were three critical events that led John Rodakis (MBA 1997) to form the nonprofit N of One in 2014 and ultimately dedicate his life to surfacing breakthrough autism research. The first occurred on Thanksgiving of 2012. He had driven about four hours with his wife... View Details
Keywords: Dan Morrell; Photos by Sarah Wilson
- 01 Mar 2024
- News
In Harmony
led some of the region’s most significant transactions at MBK, including the 2009 acquisition, with Goldman Sachs, of Universal Studios Japan; the 2013 acquisition of ING Insurance Korea; the buyout in 2015 of Tesco’s Korean subsidiary... View Details
- Web
Faculty & Researchers - Managing the Future of Work
Business Books, 2018. Vodafone: Managing Advanced Technologies and Artificial Intelligence , Harvard Business School case, 2018. With Emer Moloney. Transformation at ING (A): Agile , Transformation at ING... View Details
- 22 Dec 2008
- Research & Ideas
10 Reasons to Design a Better Corporate Culture
excerpt, the authors outline the top 10 lessons of the best practitioners, from ING Direct to Build-A-Bear Workshop to Harrah's Entertainment.We can learn a great deal from organizations whose strong and adaptive ownership cultures give... View Details
- 01 Feb 2001
- News
Advisory Boards Help HBS Assess and Attain Its Goals
feels his volunteer work not only has helped make measurable differences, but has allowed him to "make a special contribution by working on ways to connect the alumni to the School." Hajim, chairman and CEO of ING Furman Selz, considers... View Details
- 11 Mar 2024
- News
In Harmony
referred to as the godfather of private equity in Asia, Kim has led some of the region’s most significant transactions at MBK, including the 2009 acquisition, with Goldman Sachs, of Universal Studios Japan; the 2013 acquisition of ING... View Details
- 01 Mar 2004
- News
Derek Ferguson
Advertising (a firm that helps clients reach the $890 billion youth and hip-hop markets); Bad Boy Films; and Daddy’s House Social Programs, which provides tutoring for more than five hundred students in New York and New Jersey. (P. Diddy’s completion of the 2003 View Details
- 26 Jun 2018
- First Look
New Research and Ideas, June 26, 2018
balance between driving an aggressive digital strategy and retaining Zensar’s culture. Purchase this case:https://hbsp.harvard.edu/product/318051-PDF-ENG Harvard Business School Case 818-077 Transformation at ING (A): Agile In December... View Details
Keywords: Dina Gerdeman
- 24 Mar 2023
- News
Exploring Talent Markets; Aid for Turkey
hardest-hit Hatay Province of Turkey; Alper Gokgoz (MBA 2010), CEO of ING Bank in Turkey; and Yasemin Sirali (MBA 2006), director of sustainability for the FIBA group, who is based in Istanbul. Each panelist shared their perspective on... View Details
Keywords: Margie Kelley
- 13 Feb 2007
- First Look
First Look: February 13, 2007
shift to professional management in 1983-1986; the Xerox acquisition in 1987; the MBO in 1993; and the ING acquisition in 1997. Presents the transactions from multiple points of view: the founders and their associates; the professional... View Details
Keywords: Martha Lagace
- 21 Apr 2008
- Research & Ideas
The New Math of Customer Relationships
organization's strategic focus. This is typically not something that an organization advertises. But it is standard practice in a number of organizations today. For example, at ING DIRECT, the fastest-growing financial services... View Details
Keywords: by Sean Silverthorne
- 01 Sep 2016
- News
Advancing the Vision for HBS
HBS faculty “By supporting the faculty, you are investing in transformational learn ing experiences and pathbreaking research.” Frances X. Frei, UPS Foundation Professor of Service Management, Senior Associate Dean for Executive Education... View Details
- 18 Aug 2017
- Op-Ed
Op-Ed: Courageous Leader Triggers a Moral Revolt of CEOs Against Trump
forum. Soon, the entire group agreed to shut down the forum, effectively resigning en masse. Meanwhile, more members of the manufacturing council resigned, including 3M’s Inge Thulin, Campbell’s Denise Morrison, and GE’s Jeff Immelt.... View Details
Keywords: by Bill George
- Web
Research in Black and White | Baker Library
supporting a sun in another area. Morse explained that in the sun-and-satellite organization, “we all shift our ‘orbits’ almost daily.” (10) Inge Reethof, senior technical specialist, recalled the “happy” interactions “every day that you... View Details
- Web
From Concept to Product | Baker Library
wellbeing and advancement she nurtured. Inge Reethof remembered that “Everyone who would come to [Morse], with their shoulders hunched, came out 10 feet tall as if their problems were solved. . . . I respected her enormously and she... View Details