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- All HBS Web (859)
- Faculty Publications (133)
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- 15 Feb 2000
- Lessons from the Classroom
Delivering Information Services: A 30-Year Perspective
Drugstore.com can capture in a database all of the current test information available on a particular drug, so that a person can learn about any potential side effects. EE: Are there any non-high-tech cases in the DIS course? Nolan: Oh,... View Details
Keywords: by Staff
- 13 Aug 2018
- Research & Ideas
Women Heart Patients Have Better Survival Odds with Women Doctors
for Disease Control. In the emergency room as a business, the customer lives or dies. "Here we find that who you are and who is advocating for you, who is treating you, is making a difference" “This is really like a glass... View Details
- 29 Sep 2015
- First Look
September 29, 2015
patients; however, organizations have struggled to obtain outcomes data from electronic health record (EHR) systems. This study describes how Texas Children’s Hospital customized a commercial EHR system and assembled a cross-functional... View Details
Keywords: Sean Silverthorne
- 24 Mar 2008
- Research & Ideas
Reducing Risk with Online Advertising
it's often hard to know whether you've received the service you've contracted to receive and have paid for. You've got a bill. Have you also received the benefit of the service—the customers? Certainly you have some customers, but are they new customers, View Details
- 06 Feb 2007
- First Look
First Look: February 6, 2007
which are tested using data gathered from firms in Italian industrial districts. Because of this paper's focus on governance rather than price-setting, electronic hierarchies are contrasted not with electronic markets, but instead with... View Details
Keywords: Martha Lagace
- 25 Sep 2000
- Research & Ideas
More Than the Sum of Its Parts: The Impact of Modularity on the Computer Industry
modularity does not happen by accident; it has to be designed into the system. You have to invest in the architecture and interfaces among modules and test performance at the modular level. The whole system has to work, as do the... View Details
- 21 Jun 2010
- Research & Ideas
Strategy and Execution for Emerging Markets
producers and customers in an efficient manner. Q: How can intermediaries grow as businesses in their own right? Khanna: Emerging markets can't mandate intermediaries into existence. Entrepreneurs must first recognize an institutional... View Details
Keywords: by Martha Lagace
- 01 Feb 2011
- First Look
First Look: Feb. 1
monitoring through reputation, customer loyalty, differential impacts of government sanctions, and the standardization and internal monitoring of operations. We test our theory in the context of... View Details
- 30 Mar 2010
- First Look
First Look: March 30
Daniel Kahneman, 217-247. New York: Oxford University Press, 2010. Abstract We test for whether, once "basic needs" are satisfied, there is happiness adaptation to further gains in income using three data sets. Individual German... View Details
Keywords: Sean Silverthorne
- 15 Jan 2008
- First Look
First Look: January 15, 2008
effect. In general, as the delay between order completion and delivery increases, we find that the same customers spend less, order a higher percentage of "should" items (e.g., vegetables), and order a lower percentage of... View Details
Keywords: Martha Lagace
- 30 Jun 2015
- First Look
First Look: June 30, 2015
in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure repeated memorable service encounters; (2) customers buy... View Details
Keywords: Carmen Nobel
- 01 Oct 2001
- What Do You Think?
Will Information Technology Really Turn Organizations Upside Down This Time?
do you think? Original Article Periodically, somebody comes up with the idea of turning the organization upside down, with the customer on top. Those serving customers in the frontline come next, and top... View Details
Keywords: by James Heskett
- 21 Apr 2020
- Research & Ideas
7 Successful Battle Strategies to Beat COVID-19
Drawing on lessons from the battlefield is common practice for business leaders seeking tested strategies to succeed against adversity. Today, the battle against COVID-19, an invisible enemy, feels to many observers like a military... View Details
Keywords: by Euvin Naidoo
- 09 Nov 2010
- First Look
First Look: November 9, 2010
primary customer? Decided whether shareholders, employees, or customers come first? Narrowed down which performance variables to track? Have you set creative boundaries? Are you generating creative tension? Are you promoting cooperation... View Details
Keywords: Sean Silverthorne
- 09 Feb 2010
- First Look
First Look: Feb. 9
"high-end" firm that is expected to care only for its most quality-sensitive customers can have an advantage in introducing a product relative to a firm that is expected to be more widely altruistic. Download the paper from SSRN... View Details
Keywords: Martha Lagace
- 25 Sep 2007
- First Look
First Look: September 25, 2007
will in fact homogenize consumption patterns, and a few superstar products will emerge as winners in the market place. In this study, using two large customer transactions data sets obtained from an online music service and an online DVD... View Details
Keywords: Martha Lagace
- 13 May 2014
- First Look
First Look: May 13
compliance. We first create an income and taxation environment in a laboratory setting to test for compliance with a "lab tax." Allowing a treatment group to express non-binding preferences over tax spending priorities leads to... View Details
Keywords: Sean Silverthorne
- 18 Sep 2007
- First Look
First Look: September 18, 2007
gives firms discretion to manage impairments. We test this argument in a sample of firms with market indications of impairment (firms with book goodwill and market-to-book ratio below one). We find that the frequency of non-impairment in... View Details
Keywords: Martha Lagace
- 19 Jan 2011
- First Look
First Look: Jan. 18
behavior. We propose that envy and empathy lead employees to discriminate in illicitly helping customers based on customer wealth. We test for this hypothesis in the vehicle... View Details
Keywords: Sean Silverthorne
- 28 Aug 2012
- First Look
First Look: August 28
facing fewer conflicts of interest and having a preference for liquid stocks. Tests with no controls for these effects indicate that annualized buy-side Strong Buy/Buy recommendations underperform those for sell-side peers by 5.9% using... View Details
Keywords: Sean Silverthorne