Publications
Publications
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- All HBS Web
(2,087)
- Faculty Publications (369)
- 2023
- Working Paper
The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks
By: Isamar Troncoso, Minkyung Kim, Ishita Chakraborty and SooHyun Kim
The US has seen a rise in union movements, but their effects on service industry marketing outcomes like customer satisfaction and perceptions of service quality remain understudied. In this paper, we empirically study the impact on customer satisfaction and... View Details
- November 2023
- Case
From Imitation to Innovation: Zongshen Industrial Group (Abridged)
By: Willy Shih and Nancy Dai
Like other small shops based in Chongqing, China, Zongshen Industrial Group started by assembling motorcycles from "standard" parts. The quality of its early products was good enough for rural Chinese buyers, though wealthier consumers usually purchased premium... View Details
- October 2023 (Revised March 2024)
- Case
KOKO Networks: Bridging Energy Transition and Affordability with Carbon Financing
By: George Serafeim, Siko Sikochi and Namrata Arora
The problem was massive: two million hectares of African forests were lost annually to charcoal production for cooking, an area equivalent to 13 times Greater London, resulting in one billion tons of carbon emissions yearly. At the same time, an estimated 700,000... View Details
Keywords: Clean Tech; Digital; Carbon Credits; Carbon Offsetting; Climate Change; Entrepreneurship; Energy Sources; Environmental Sustainability; Health; Market Design; Business Startups; Transition; Environmental Regulation; Policy; Energy Industry; Consumer Products Industry; Africa; Kenya; Rwanda
- October 2023 (Revised February 2024)
- Case
Loris
By: Shunyuan Zhang, Das Narayandas, Stacy Straaberg and David Lane
In December 2022, Loris’s executive team considered their go-to-market strategy. Loris was an artificial intelligence (AI) software startup for the customer service industry with two products on the market: 1) Agent Assist which provided customer service agents (CSAs)... View Details
- 2025
- Working Paper
The Impact of Input Inaccuracy on Leveraging AI Tools: Evidence from Algorithmic Labor Scheduling
By: Caleb Kwon, Antonio Moreno and Ananth Raman
Problem Definition: Considerable academic and practitioner attention is placed on the value of ex-post interactions (i.e., overrides) in the human-AI interface. In contrast, relatively little attention has been paid to ex-ante human-AI interactions (e.g., the... View Details
- 2023
- Working Paper
Navigating the Jagged Technological Frontier: Field Experimental Evidence of the Effects of AI on Knowledge Worker Productivity and Quality
By: Fabrizio Dell'Acqua, Edward McFowland III, Ethan Mollick, Hila Lifshitz-Assaf, Katherine C. Kellogg, Saran Rajendran, Lisa Krayer, François Candelon and Karim R. Lakhani
The public release of Large Language Models (LLMs) has sparked tremendous interest in how humans will use Artificial Intelligence (AI) to accomplish a variety of tasks. In our study conducted with Boston Consulting Group, a global management consulting firm, we examine... View Details
- September 2023
- Article
Judging Foreign Startups
By: Nataliya Langburd Wright, Rembrand Koning and Tarun Khanna
Can accelerators pick the most promising startup ideas no matter their provenance? Using unique data from a global accelerator where judges are randomly assigned to evaluate startups headquartered across the globe, we show that judges are less likely to recommend... View Details
- 2025
- Working Paper
Managing Remote Work Quality: Evidence from Auditing Management Systems Standards
By: Ashley Palmarozzo, Michael W. Toffel and Melissa Ouellet
Remote work has become more common, providing operational flexibility and productivity benefits, but questions remain about whether and how it affects work quality. We investigate the quality effects of remote work in a context in which remote work separates workers... View Details
- July 2023
- Article
Managerial Quality and Productivity Dynamics
By: Achyuta Adhvaryu, Anant Nyshadham and Jorge Tamayo
Do productivity and managerial quality vary within the firm? If so which managerial traits and practices matter most for team productivity? Combining granular garment production data with survey data on managers across 120 production lines in India, we document... View Details
- 2024
- Working Paper
Second- versus Third-party Audit Quality: Evidence from Global Supply Chain Monitoring
By: Maria R. Ibanez, Ashley Palmarozzo, Jodi L. Short and Michael W. Toffel
Capitalizing on the superior credibility and flexibility and potential lower cost of external assessments, many global buyers are relying less on their own employee (“second-party”) auditors and more on third-party auditors to monitor and prevent environmental and... View Details
- June 2023
- Article
Can Purpose Foster Stakeholder Trust in Corporations
By: Ranjay Gulati and Franz Wohlgezogen
As part of institutional changes toward more responsible capitalism, firms increasingly articulate a purpose beyond simply profit as a central tenet of their governance. Management scholarship has noted the potential advantages of such purpose-focus for stakeholder... View Details
- May 2023
- Supplement
Sian Flowers: Fresher by Sea - Video Supplement
By: Willy C. Shih
The setting for this case is the Sian Flowers, a company headquartered in Kitengela, Kenya that exports roses to predominantly Europe. Because cut flowers have a limited shelf life and consumers want them to retain their appearance for as long as possible, Sian or its... View Details
- March 2023
- Case
Moderna
By: Marco Iansiti, Karim R. Lakhani, Hannah Mayer, Kerry Herman, Allison J. Wigen and Dave Habeeb
This multimedia case follows the story of Moderna and its entry into vaccine development in the wake of the COVID-19 pandemic. In summer 2020, Stephane Bancel, CEO of biotech firm Moderna, faces several challenges as his company races to develop a vaccine for COVID-19.... View Details
- March 2023 (Revised June 2023)
- Case
Layoffs in the Tech Industry: 2022–2023
By: Sandra J. Sucher and Marilyn Morgan Westner
This case examines the mass layoffs that swept through the tech industry (2022-2023) through the lens of four companies: Twitter, Stripe, Meta, and Google. How these companies implemented workforce change through mass layoffs raises critical questions applicable beyond... View Details
- March 2023 (Revised June 2023)
- Teaching Note
Ransomware Attack at Springhill Medical Center
By: Suraj Srinivasan and Li-Kuan (Jason) Ni
Teaching Note for HBS Case No. 123-065. In July, 2019, Springhill Medical Center (“SMC”) in Mobile, Alabama fell prey to a malicious ransomware attack that crippled the hospital’s internal network systems and public-facing web page. While the hospital rushed to... View Details
Keywords: Disruption; Communication; Communication Strategy; Decision Making; Decision Choices and Conditions; Judgments; Corporate Accountability; Corporate Disclosure; Corporate Governance; Governance Controls; Policy; Employees; News; Cybersecurity; Digital Strategy; Information Infrastructure; Information Management; Internet and the Web; Crisis Management; Business or Company Management; Resource Allocation; Risk Management; Negotiation Tactics; Failure; Business and Stakeholder Relations; Attitudes; Behavior; Perception; Reputation; Trust; Public Opinion; Social Issues; Health Industry; Alabama; United States
- February 2023
- Case
Ransomware Attack at Springhill Medical Center
By: Suraj Srinivasan and Li-Kuan (Jason) Ni
In July, 2019, Springhill Medical Center (“SMC”) in Mobile, Alabama, fell prey to a malicious ransomware attack that crippled the hospital’s internal network systems and public-facing web page. While the hospital rushed to securely restore the network, medical... View Details
Keywords: Disruption; Communication; Communication Strategy; Decision Making; Decision Choices and Conditions; Judgments; Corporate Accountability; Corporate Disclosure; Corporate Governance; Governance Controls; Policy; Employees; News; Cybersecurity; Digital Strategy; Information Infrastructure; Information Management; Internet and the Web; Crisis Management; Resource Allocation; Risk Management; Negotiation Tactics; Failure; Business and Stakeholder Relations; Attitudes; Behavior; Perception; Reputation; Trust; Public Opinion; Social Issues; Health Industry; United States; Alabama
- January 2023
- Case
Velong: Rethinking 'Made in China'
By: Krishna G. Palepu, Nancy Hua Dai and Billy Chan
Velong is a supplier of kitchen equipment and backyard grills for major global brands and store brands of large western retailers. In light of the COVID-related disruptions to the global supply chains, and the evolving trade tensions between China and the Western... View Details
Keywords: Globalization; Supply Chain Management; Risk Management; Manufacturing Industry; China; India; Mexico; Turkey; Viet Nam
- January 2023
- Case
Crow Holdings Development: Mass Timber Construction
By: John D. Macomber, Robert Hernandez and Kyle MertensMeyer
Jim McCaffery and Cody Armbrister of Crow Holdings Development evaluate the pros and cons of committing to mass timber construction instead of conventional concrete or steel for a new 260,000 SF multi-story office building in Texas. Benefits include substantially... View Details
Keywords: Real Estate Development; Architecture; Air Quality; Health ＆ Wellness; Office Property; Sustainability; Carbon Abatement; Natural Environment; Environmental Accounting; Green Buildings; Design; Construction; Cost vs Benefits; Environmental Sustainability; Construction Industry; Real Estate Industry; Texas
- 2022
- Article
Becoming a Learning Organization While Enhancing Performance: The Case of LEGO
By: Thomas Borup Kristensen, Henrik Saabye and Amy Edmondson
Purpose - The purpose of this study is to empirically test how problem-solving lean practices, along with
leaders as learning facilitators in an action learning approach, can be transferred from a production context to a
knowledge work context for the purpose... View Details
- December 2022
- Supplement
Freelancer, Ltd. Case Supplement
By: Christopher Stanton, Karim R. Lakhani, Jin Hyun Paik and Nina Cohodes
Over the course of the 2010s, the rapid advancement of mobile technologies and the rise of online freelancing platforms seemed to portend a radical transformation of labor markets into on-demand, flexible talent pools. Even though several Fortune 500 companies,... View Details
Keywords: Labor Markets; Freelancers; Change Management; Corporate Entrepreneurship; Globalized Firms and Management; Human Capital; Employment; Digital Platforms; Global Range; Adoption; Governing Rules, Regulations, and Reforms; Growth and Development Strategy; Computer Industry; Electronics Industry; Employment Industry; Information Industry; Australia; United States; Philippines