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Show Results For
- All HBS Web
(13,312)
- People (45)
- News (2,566)
- Research (7,553)
- Events (73)
- Multimedia (181)
- Faculty Publications (5,397)
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- March 2001 (Revised March 2002)
- Background Note
Service Recovery
Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives. View Details
Hallowell, Roger H. "Service Recovery." Harvard Business School Background Note 801-342, March 2001. (Revised March 2002.)
- February 1997 (Revised June 1997)
- Teaching Note
Designing, Managing and Improving Operations, Module 1: Designing, Managing and Improving Operations Processes
Provides the conceptual framework and teaching suggestions for the teaching module "Designing, Managing and Improving Operations Processes." This module is the first of three in the course "Designing, Managing and Improving Operations." View Details
- January 1997
- Background Note
Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
- 21 Jan 2013
- Research & Ideas
Altruistic Capital: Harnessing Your Employees’ Intrinsic Goodwill
collaborate on a field experiment with Ashraf and two colleagues, Oriana Bandiera of the London School of Economics and Kelsey Jack of Tufts University. SFH had established a new program in which hairdressers provided HIV/AIDS education... View Details
Keywords: by Carmen Nobel
- 2018
- Working Paper
The Impact of Pensions and Insurance on Global Yield Curves
By: Robin Greenwood and Annette Vissing-Jorgensen
We document a strong effect of pension and insurance company (P&I) assets on the long end of the yield curve. Using data from 26 countries, the yield spread between 30-year and 10-year government bond yields is negatively related to the ratio of pension assets (in... View Details
Greenwood, Robin, and Annette Vissing-Jorgensen. "The Impact of Pensions and Insurance on Global Yield Curves." Harvard Business School Working Paper, No. 18-109, June 2018. (Revised December 2018.)
- August 23, 2018
- Article
Using a New EHR System to Increase Patient Engagement, Improve Efficiency, and Decrease Cost
By: Katy French, Barbra Bryce Speer, Alexis B. Guzman, Tayab Andrabi, Iris Recinos, Keith A. Shook, James R. Incalcaterra, John C. Frenzel and Thomas W. Feeley
Patients and providers are frustrated with seemingly endless data entry. We used our patients’ vested interest in their own health care by actively engaging them in the entry of their own medical information into the EHR. Prior to the implementation of the new EHR we... View Details
Keywords: Health Care and Treatment; Analytics and Data Science; Performance Efficiency; Cost Management
French, Katy, Barbra Bryce Speer, Alexis B. Guzman, Tayab Andrabi, Iris Recinos, Keith A. Shook, James R. Incalcaterra, John C. Frenzel, and Thomas W. Feeley. "Using a New EHR System to Increase Patient Engagement, Improve Efficiency, and Decrease Cost." NEJM Catalyst (August 23, 2018).
- July 2016
- Article
Do Prices Determine Vertical Integration?
By: Laura Alfaro, Paola Conconi, Harald Fadinger and Andrew F. Newman
What is the relationship between product prices and vertical integration? While the literature has focused on how integration affects prices, this paper provides evidence that prices can affect integration. Many theories in organizational economics and industrial... View Details
Alfaro, Laura, Paola Conconi, Harald Fadinger, and Andrew F. Newman. "Do Prices Determine Vertical Integration?" Review of Economic Studies 83, no. 3 (July 2016): 855–888. (Also NBER Working Paper 16118.)
- 2013
- Article
Non-Audit Services and Financial Reporting Quality: Evidence from 1978–1980
By: Kevin Koh, Shiva Rajgopal and Suraj Srinivasan
We provide evidence for the long-standing concern on auditor conflicts of interest from providing non-audit services (NAS) to audit clients by using rarely explored NAS fee data from 1978 to 1980. Using this earlier setting, we find cross-sectional evidence of improved... View Details
Keywords: Conflict of Interests; Financial Reporting; Accounting Audits; Knowledge Dissemination; Quality; Corporate Disclosure; Motivation and Incentives
Koh, Kevin, Shiva Rajgopal, and Suraj Srinivasan. "Non-Audit Services and Financial Reporting Quality: Evidence from 1978–1980." Review of Accounting Studies 18, no. 1 (March 2013): 1–33.
- August 2011 (Revised July 2012)
- Case
Mike Mayo Takes on Citigroup (A)
By: Suraj Srinivasan and Amy Kaser
The case details the conflict between Mike Mayo, an influential banking analyst and Citigroup about what Mayo considers aggressive accounting policies. Mike Mayo questions Citigroup's lack of a valuation allowance against their Deferred Tax Assets despite Citi's recent... View Details
Keywords: Accounting; Taxation; Capital; Financial Reporting; Corporate Disclosure; Valuation; Banks and Banking; Financial Strategy; Money; Conflict Management; Capital Budgeting; Asset Management; Banking Industry
Srinivasan, Suraj, and Amy Kaser. "Mike Mayo Takes on Citigroup (A)." Harvard Business School Case 112-025, August 2011. (Revised July 2012.)
- 15 Nov 2018
- Working Paper Summaries
Do Fire Sales Create Externalities?
- March 2023
- Module Note
Client Interviewing and Data Collection
By: David G. Fubini and Patrick Sanguineti
A module note for the Mastering Consulting and Advisory Skills (MCAS) course, "Client Interviewing and Data Collection" introduces the essentials of client interviews and provides best practices for early career consultants and advisors. View Details
Fubini, David G., and Patrick Sanguineti. "Client Interviewing and Data Collection." Harvard Business School Module Note 423-082, March 2023.
- October 1996 (Revised February 1997)
- Case
Upjohn Company, The: The Upjohn-Pharmacia Merger
By: Krishna G. Palepu and Amy P. Hutton
In August 1995, the Upjohn Co. and Pharmacia AB announced a "merger of equals." This case provides background information on the industry, the position of Upjohn, and Upjohn's rationale for the proposed merger. View Details
Keywords: Mergers and Acquisitions; Financial Statements; Business Strategy; Annual Reports; Pharmaceutical Industry
Palepu, Krishna G., and Amy P. Hutton. "Upjohn Company, The: The Upjohn-Pharmacia Merger." Harvard Business School Case 197-034, October 1996. (Revised February 1997.)
- November 2015 (Revised April 2017)
- Case
Streaming Over Broadband: Why Doesn't My Netflix Work?
By: Shane Greenstein and Michael Norris
In late 2013 and early 2014, Netflix service over the major U.S. Internet Service Providers (ISPs) suffered major slowdowns. What were the causes of these problems? What could Netflix do to solve them? View Details
Keywords: Digital Innovation; Internet; Broadband Service; Internet and the Web; Information Technology; Infrastructure; Utilities Industry; United States
Greenstein, Shane, and Michael Norris. "Streaming Over Broadband: Why Doesn't My Netflix Work?" Harvard Business School Case 616-007, November 2015. (Revised April 2017.)
- August 1994
- Case
Southwest Airlines: 1993 (Abridged Update)
By: James L. Heskett
Southwest Airlines management is faced with increasing competition. It must decide which of several route extensions provide the appropriate competitive response while preserving the internal culture that has made the airline so successful. View Details
Keywords: Air Transportation; Business Strategy; Competitive Strategy; Management Teams; Organizational Culture; Air Transportation Industry
Heskett, James L. "Southwest Airlines: 1993 (Abridged Update)." Harvard Business School Case 395-025, August 1994.
- October 2008
- Background Note
Note on the Global Wind Industry
By: Richard H. K. Vietor and Juliana Seminerio
This note provides background information on the global wind industry and is meant to accompany HBS cases "The Suzlon Edge" (708-051); "Cape Wind: Offshore Wind Energy in the USA" (708-022); and "Supergrid" (707-016). View Details
Vietor, Richard H. K., and Juliana Seminerio. "Note on the Global Wind Industry." Harvard Business School Background Note 709-005, October 2008.
- 2022
- Book
Win from Within: Build Organizational Culture for Competitive Advantage
By: James Heskett
There is significant evidence that an effective organizational culture provides a major competitive edge—higher levels of employee and customer engagement and loyalty translate into higher growth and profits. Many business leaders know this, yet few are doing much to... View Details
Keywords: Organizational Culture; Competitive Advantage; Organizational Change and Adaptation; Leadership
Heskett, James. Win from Within: Build Organizational Culture for Competitive Advantage. New York: Columbia University Press, 2022.
- September 2001
- Background Note
Financial Reporting Environment, The
Provides a framework for understanding the role of financial reporting and various intermediaries as mechanisms for reducing both adverse selection and moral hazard problems in capital markets. Financial reports reduce adverse selection by providing basic information... View Details
Keywords: Financial Reporting; Financial Statements; Capital Markets; Venture Capital; Corporate Disclosure; Conflict of Interests
Healy, Paul M., Amy P. Hutton, Robert S. Kaplan, and Krishna G. Palepu. "Financial Reporting Environment, The." Harvard Business School Background Note 102-029, September 2001.
- 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
Oliva, Rogelio, and James Quinn. "Interface's Evergreen Services Agreement." Harvard Business School Case 603-112, February 2003. (Revised June 2003.)
- August 2005 (Revised December 2005)
- Case
Coach Knight: The Will to Win
By: Scott A. Snook, Leslie A. Perlow and Brian DeLacey
Successful college basketball coach Bob Knight was fired from his long-time role as basketball coach at Indiana University and hired in the same role at Texas Tech. Considers these events in the context of his long career and provides a context for discussing various... View Details
Keywords: Resignation and Termination; Selection and Staffing; Leadership Style; Situation or Environment; Power and Influence; Sports; Indiana; Texas
Snook, Scott A., Leslie A. Perlow, and Brian DeLacey. "Coach Knight: The Will to Win." Harvard Business School Case 406-043, August 2005. (Revised December 2005.)
- 2023
- Working Paper
The Market for Healthcare in Low Income Countries
By: Abhijit Banerjee, Abhijit Chowdhury, Jishnu Das, Jeffrey Hammer, Reshmaan Hussam and Aakash Mohpal
Patient trust is an important driver of the demand for healthcare. But it may also impact supply:
doctors who realize that patients may not trust them may adjust their behavior in response. We
assemble a large dataset that assesses clinical performance using... View Details
Banerjee, Abhijit, Abhijit Chowdhury, Jishnu Das, Jeffrey Hammer, Reshmaan Hussam, and Aakash Mohpal. "The Market for Healthcare in Low Income Countries." Working Paper, July 2023.