Publications
Publications
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- Faculty Publications (4,075)
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Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
- Forthcoming
- Article
No Line Left Behind: Assortative Matching Inside the Firm
By: Achyuta Adhvaryu, Vittorio Bassi, Anant Nyshadham and Jorge Tamayo
How do firms pair workers with managers, and which constraints affect the allocation of labor within the firm? We characterize the sorting pattern of managers to workers in a large readymade garment manufacturer in India and then explore potential drivers of the... View Details
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By: Rob Markey
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details
Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
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I currently teach a module in the HBS Owner President Management (OPM) program that is entitled Innovation @Work. The module is designed to provide a general manager perspective on how to lead innovation and transform organizations, industries, and society. The role... View Details
Keywords: Innovation ＆ Entrepreneurship; General Management; Technological Innovation; Entrepreneurship; Information; Innovation and Invention; Leadership; Organizations; Risk and Uncertainty; Social Enterprise; Strategy; Technology; Computer Industry; Computer Industry; Computer Industry; Computer Industry; Computer Industry; Africa; Asia; Latin America; Middle East; North and Central America; Europe
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Course Requirements
Students are required to prepare a business plan, which employs the framework of this course, to explore an entrepreneurial opportunity in health care, and to evaluate their classmates' plans.
Career Focus
For... View Details
Students are required to prepare a business plan, which employs the framework of this course, to explore an entrepreneurial opportunity in health care, and to evaluate their classmates' plans.
Career Focus
For... View Details
- Teaching Interest
Overview
Technology Entrepreneurship, Marketing Strategy, Service Management View Details
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Overview
By: V.G. Narayanan
I teach accounting to MBA students, executives, and Harvard Extension School students. I teach topics from both financial and managerial accounting. I also train professors in teaching by the case method. View Details
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Allie's research focuses on diversity, gender, and knowledge within organizations. View Details
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By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
Keywords: Service Operations; Customer Satisfaction; Customer Retention; Customer Behavior; Operational Transparency; Customer Compatibility; Engagement; Customers; Decision Making; Design; Management; Operations; Quality; Relationships; Social Psychology; Technology; Value; Banking Industry; Banking Industry; Banking Industry; Banking Industry; Banking Industry; Banking Industry
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By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details
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By: Robert S. Kaplan
Kaplan introduced time-driven activity-based costing (TDABC) to provide the cost component in Michael Porter's Value Based Health Care framework of delivering superior patient outcomes at lower societal cost. TDABC is becoming the global standard for health care... View Details
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My current research builds on past research on the role of information, analytics and technology in transforming business and society. Over the past two years, this research focuses on how organizations partner to build innovation ecosystems that accelerate the... View Details
Keywords: Innovation Ecosystems; Leadership And Change Management; Organizational Adaptation; Innovation and Invention; Energy; Entrepreneurship; Leadership; Organizations; Technology; Strategy; Technology Industry; Technology Industry; Technology Industry; Technology Industry; Africa; North and Central America; Middle East
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The focus of my research is on the systems of social innovation. How small groups of individuals come up with new products and services targeting important problems; how they finance these initial efforts, and convert prototypes into viable organizational strategies;... View Details
Keywords: (General) Management; Social Business; Non-profit Management; Entrepreneur; Entrepreneurial Ecosystems; Entrepreneurial Finance; System Dynamics; Non-profit; Evaluation; Impact Investing; Venture Philanthropy; Social Enterprise Initiative; Advanced Leadership Initiative; Investment; Innovation and Invention; Organizations; Social Enterprise; Civil Society or Community; System; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry
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By: Frank Nagle
Professor Nagle studies how competitors can collaborate on the creation of core technologies, while still competing on the products and services built on top of them. His research falls into the broader categories of the futures of work, the economics of IT, and... View Details
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Engaged with field work in South Asia and East Africa, Professor Hussam places a focus on exploring questions with strong theoretical motivation in the economics literature as well as relevant downstream policy implications. Her research spans four broad interests.... View Details
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By: Mark L. Egan
When considering how households make investment decisions, Professor Egan became intrigued by the question, “What makes a bank ‘special’ when compared to other lending institutions?” Focusing on empirical industrial organization with applications to finance and... View Details
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By: Antonio Moreno
Professor Moreno’s research explores how digital technologies are reshaping operational processes, with a particular focus on retail and service industries. His early work examined omnichannel retail—the integration of online and offline channels to create seamless... View Details
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Winner of the Harvard Business School outstanding teacher award and research awards from U.S. and international health care and accounting organizations: 2016 “60 of the Most Powerful People in Healthcare in 2016,” Becker’s Hospital Review, January 3, 2017 ; 2014 ... View Details
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By: Boris Vallee
Professor Vallée focuses on financial innovation, investigating it from different angles. This research thread has led him to relate the methods and insights of corporate finance and banking with those of other subfields, including household finance, public finance,... View Details
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Rayport focuses his teaching and research on launching and scaling technology ventures, with emphasis on digital media, e-commerce, and multi-channel retail. View Details
Keywords: Entrepreneurial Management; Digital Marketing; Digital Innovation; Digital Media; E-commerce; E-Commerce Strategy; ＂Marketing Analytics＂; Advertising Technology; Technology Entrepreneurship; Entrepreneurship; Technological Innovation; Marketing Strategy; Service Operations; Technology Industry; Technology Industry; Technology Industry; Technology Industry; United States; European Union; China