Publications

01 Dec 2015
News

Leading Boston and Beyond

and marketing initiative for the program, as well as working on broadening the Mayor’s overall social media strategy. Following his fellowship, Koh went to work at the Huffington Post, but his heart remained in Boston City Hall. “This... View Details

Keywords: Jen Myers; Executive, Legislative, and Other General Government Support; Government

Web

Systems for Scaling Ventures (SSV) - Course Catalog

decisions (e.g., through performance assessments), (c) promote peer-to-peer feedback (e.g., through enterprise social networks), and (d) engage employees in developing new ideas and best practices (e.g.,... View Details

01 Dec 2008
News

Summit Sound Bites

Whitehead (MBA 11/’47), Chairman, AEA Investors, Inc.; Founder, HBS Social Enterprise Initiative “Focus has always been Job One in my success. Globalization goes against that. International operations can... View Details

01 Sep 2009
News

Over the Top

institutions are fairly compensated, but in a way that doesn’t reduce the legitimacy and the respect of the institutions they are charged with running. One of the consequences of executive compensation has... View Details

Keywords: Roger Thompson; Colleges, Universities, and Professional Schools; Educational Services; Finance; Government

January 2008 (Revised January 2008)
Case

Two Brattle Center: A Mental-Health Clinic in Search of a Viable Operating Model

By: Robert G. Eccles

Two Brattle Center (TBC) is a struggling for-profit private mental health clinic based in Harvard Square. Its founder, Dr. Joan Wheelis, is a nationally recognized practicing psychiatrist who has developed outpatient treatment programs based on Dialectical Behavior... View Details

Keywords: Business Model; For-Profit Firms; Decision Choices and Conditions; Financial Strategy; Health Care and Treatment; Health Disorders; Medical Specialties; Nonprofit Organizations; Emotions; Health Industry; United States

08 Sep 2011
News

A Blind Man Who Leads

Keywords: blindness; Management, Scientific, and Technical Consulting Services; Professional Services

01 Sep 2013
News

Leading the Way

for business education. What must we do to ensure we remain an institution that educates leaders who make a difference in the world 10, 25, or even 50 years from now? This is a mission the world desperately needs us to fulfill. Business... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Personal Services

Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei

This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details

Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques

Find at Harvard

08 Feb 2016
Research & Ideas

The Civic Benefits of Google Street View and Yelp

use it. In the paper, Luca, Edward L. Glaeser and Scott Duke Kominers (PhDBE 2011) of Harvard University, and PhD student Nikhil Naik of the Massachusetts Institute of Technology Media Lab, cite three trends that make cities particularly... View Details

Keywords: by Michael Blanding; Consumer Products

01 Oct 2001
News

New Economy Notables: Eileen M. Rudden

spanned various stages of computing evolution — from mainframe to personal computer to local area network to the Internet. After working in a grassroots community organizing project ("One of those social experiments," says Rudden with her... View Details

Keywords: Young, Susan; Management, Scientific, and Technical Consulting Services; Professional Services

11 May 2011
News

In a Good Place

Gehrke: Supporting schools with an eclectic incubator. Photo courtesy Judy Gehrke Every Sunday, on a block of Manhattan’s Columbus Avenue between West 76th and 77th streets, an event takes place that is part business incubator, part View Details

Career Coach

Martin November

Marty (HBS '98) is an MD/MBA and practicing OBGYN physician who has broad expertise in the healthcare sector as the former Medical Director for Patient Safety and Risk Management at Atrius Health, Harvard Medical School teaching faculty and hospital division director,... View Details

Keywords: Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise; Social Enterprise

08 Mar 2016
Research & Ideas

Solving an Economic Mystery Surrounding Argentina and Chile

experience revolved around a high inflation setting,” another Argentinean interviewee said. “I focused strictly on the short term, adjusting to short-term conditions. I thought, I just have to get through today.” In Chile, policy continuities and View Details

Keywords: by Sean Silverthorne

July 2015 (Revised October 2015)
Case

Building Strong Partnerships at the Inter-American Development Bank

By: Amy C. Edmondson, Erin L. Henry, Andreas Georgoulias and Natalie Bartlett

Building Strong Partnerships at the Inter-American Development Bank details the development of the bank's new Office of Outreach Partnerships to sustain a culture of innovation through maintaining and generating partnerships in order to fulfill the bank's greater... View Details

July 2008 (Revised October 2012)
Case

Affinity Plus (A)

By: Dennis Campbell and Peter Tufano

The executive team at Affinity Plus Federal Credit Union has pushed the concept of members first deeply throughout the organization, empowering employees to put member-owners' interests ahead of either the organization's interests or their own interests. As a result of... View Details

Keywords: Customer Relationship Management; Financial Institutions; Financing and Loans; Profit; Cooperative Ownership; Conflict of Interests; Strategy