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  • September 2023 (Revised December 2023)
  • Case

Twiddy & Company: Trust in a Chaotic Environment

By: Sandra J. Sucher, Shalene Gupta and Tom Quinn
Twiddy & Company, known for Southern hospitality rooted in personal interactions, needed to adjust to contactless remote customer service as fear of the contagious virus prevented person-to-person contact. Local elected officials, in a bid to stop tourists from... View Details
Keywords: Trust; Health Pandemics; Organizational Culture; Disruption; Government Legislation; Transportation; Tourism Industry; North Carolina; United States
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  • 28 Aug 2023
  • Research & Ideas

The Clock Is Ticking: 3 Ways to Manage Your Time Better

Should you be reading this article? Or are you wasting time that would be better spent on something else? Time pressure—the struggle to get everything done within the limited hours we have—seems to have become more acute for many people since the onset of the View Details
Keywords: by Kristen Senz
  • July 2024
  • Case

Replika AI: Alleviating Loneliness (A)

By: Shikhar Ghosh and Shweta Bagai
Eugenia Kuyda launched Replika AI in 2017 as an empathetic digital companion to combat loneliness and provide emotional support. The platform surged in popularity during the COVID-19 pandemic, offering non-judgmental support to isolated users. By 2023, Replika boasted... View Details
Keywords: Entrepreneurship; Ethics; Health Pandemics; AI and Machine Learning; Well-being; Technology Industry
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  • 14 Sep 2020
  • Research & Ideas

You're Right! You Are Working Longer and Attending More Meetings

minutes—during the pandemic’s early weeks. Employees also participated in more meetings, though for less time than they did before COVID-19 sent many workers home. “There is a general sense that we never stop being in front of Zoom or... View Details
Keywords: by Danielle Kost
  • November 2024
  • Case

Polish Agro: Where Do We Grow From Here?

By: Willy C. Shih, Lena Duchene and Daniela Beyersdorfer
By July 2024, Polish Agro had grown into one of Poland’s fastest-growing agribusinesses, with €230 million in revenue, 82 employees, and operations across Northern Poland. The company supported farmers with essential agricultural inputs like fertilizers and seeds,... View Details
Keywords: Plant-Based Agribusiness; Distribution; Volatility; Customer Focus and Relationships; Customer Value and Value Chain; Climate Change; Environmental Regulation; Profit; Trade; Digital Strategy; Innovation Strategy; Crisis Management; Growth and Development Strategy; Resource Allocation; Advertising; Brands and Branding; E-commerce; Business and Community Relations; Networks; Adaptation; Adoption; Competitive Advantage; Business Model; Health Pandemics; War; Agriculture and Agribusiness Industry; Europe; Poland
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  • 2023
  • Working Paper

No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate

By: Innessa Colaiacovo
Multi-location firms face a complex series of economic tradeoffs when deciding whether to implement standard processes or allow processes to vary across establishments. One element of this tradeoff is customer response. This paper explores customer reaction to a... View Details
Keywords: Consumer Behavior; Geographic Location; Policy; Health Pandemics; Retail Industry; United States
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  • 12 Dec 2023
  • Research & Ideas

COVID Tested Global Supply Chains. Here’s How They’ve Adapted

vulnerability A series of major crises and surprises over the past few years raised concerns of the potential fragility of sprawling supply chains for both companies and governments. The rethinking extends beyond the COVID-19 View Details
Keywords: by Scott Van Voorhis
  • September 2024
  • Case

Cathay Cargo: Turnaround Short Haul, or Double Crew Long Haul?

By: Willy Shih and Billy Chan
Tom Owen, Director Cargo at Cathay Pacific Airways, had a problem. During the Covid-19 pandemic, the grounding of passenger flights meant the sudden loss of 50% of the airline's cargo carrying capacity. But the bigger challenge was that the Hong Kong government imposed... View Details
Keywords: Operations; Resource Allocation; Cash Flow; Governing Rules, Regulations, and Reforms; Health Pandemics; Organizational Change and Adaptation; Decision Choices and Conditions; Air Transportation Industry; Hong Kong
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  • 26 Mar 2020
  • Research & Ideas

7 Leadership Principles for Managing in the Time of Coronavirus

Wilson Professor of Business Administration Emeritus at Harvad Business School and Dean of the University of Miami Herbert Business School. [Image: stevecoleimages] THE CORONAVIRUS CRISIS More Business-Related Pandemic Coverage from... View Details
Keywords: by John A. Quelch; Health
  • March 2024
  • Article

Differences in Care Team Response to Patient Portal Messages by Patient Race and Ethnicity

By: Mitchell Tang, Rebecca Mishuris, Lily Payvandi and Ariel Dora Stern
Importance: The COVID-19 pandemic was associated with substantial growth in patient portal messaging. Higher message volumes have largely persisted, reflecting a new normal. Prior work has documented lower message use by patients who belong to minoritized racial... View Details
Keywords: Health Pandemics; Technology Adoption; Prejudice and Bias; Equality and Inequality; Communication Technology; Race; Ethnicity; Health Industry
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  • 17 Aug 2023
  • Research & Ideas

‘Not a Bunch of Weirdos’: Why Mainstream Investors Buy Crypto

checking accounts. Moreover, these investors are drawn by the lure of potentially higher returns in a “lottery-style payoff” than investors expect with traditional investments. Plus, the COVID-19 stimulus money led new investors to... View Details
Keywords: by Ben Rand
  • 10 Feb 2022
  • Research & Ideas

Why Are Prices So High Right Now—and Will They Ever Return to Normal?

tend to drive up prices, typically for three to four months. But as the COVID-19 pandemic wears on, some shortages, especially food and electronics, are likely to linger much longer. That means higher prices... View Details
Keywords: by Rachel Layne
  • 12 Sep 2023
  • Book

Successful, But Still Feel Empty? A Happiness Scholar and Oprah Have Advice for You

they’re leading a whole bunch of other people. So emotional management is even more important.” Brooks says the country, and maybe the world, is in a happiness slump. This epidemic predates the COVID-19 View Details
Keywords: by Avery Forman
  • 21 Nov 2023
  • Research & Ideas

Employee Negativity Is Like Wildfire. Manage It Before It Spreads.

Knowing how to turn down the volume on negative group emotions when they become counterproductive is a critical skill for today’s business leaders, Goldenberg says. The COVID-19 pandemic showed just how... View Details
Keywords: by Kristen Senz
  • 17 Aug 2020
  • Research & Ideas

What the Stockdale Paradox Tells Us About Crisis Leadership

even excluding COVID-19 deaths) Mental health crises Secondary health problems from neglect/postponement of routine/preventative care Mass unemployment Dining, entertainment, arts, tourism industries—the whole experiential... View Details
Keywords: by Boris Groysberg and Robin Abrahams
  • 16 Jul 2020
  • Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

business model for small independents is often elusive. So when a crisis of the magnitude of the COVID-19 global pandemic forces restaurants to close, and their revenue drops to zero overnight, things get... View Details
Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage
  • Teaching Interest

Managing the Future of Work (MBA Education—Elective Curriculum)

By: Christopher T. Stanton

The nature and scope of work is changing rapidly, creating massive business challenges in the shadow of broader political and social shifts.  HBS launched a major initiative in 2017 on Managing the Future of Work to define these workplace issues and... View Details

  • 23 Jan 2024
  • Research & Ideas

How to Keep Employees Productive: Support Caregivers

proper return-on-investment analysis can it understand the extent of the caregiving challenges facing their workforce,” Fuller warns. How COVID-19 changed the caregiving landscape For years, caregiving wasn’t discussed on the job. Taking... View Details
Keywords: by Kara Baskin
  • 31 Jan 2022
  • Research & Ideas

Where Can Digital Transformation Take You? Insights from 1,700 Leaders

class=infogram-embed data-id=_/2HVue23rXJZLet5zlvSC][/div] Getting to know the customer has become a dynamic, ongoing process, and is fast becoming table stakes. For example, companies understand they need to get reacquainted with their customers after the View Details
Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards
  • 23 Jun 2023
  • HBS Case

This Company Lets Employees Take Charge—Even with Life and Death Decisions

BuurtzorgWeb allows everyone to help each other in real-time and capture knowledge as it emerges. Two considerations about decentralization But getting the free-spirited model right is not without challenges. Adapting to external crises, such as the View Details
Keywords: by Annelena Lobb; Health

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