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  • 01 Dec 2014
  • Research & Ideas

The Big Influence of Small Countries in the United Nations Secretariat

reach higher levels of representation, and both countries still lag compared to other G8 countries such as the United Kingdom, France, and Canada. Perhaps it's only a matter of time before the world order in the United Nations begins to... View Details
Keywords: by Michael Blanding
  • 05 Mar 2012
  • Research & Ideas

Is JC Penney’s Makeover the Future of Retailing?

gauge whether he's succeeding. This August, the company will begin updating all stores with new merchandise. Two to three in-store shops will be installed monthly over the four-year plan. The Town Squares,... View Details
Keywords: by Kim Girard; Retail
  • November 2015 (Revised February 2016)
  • Supplement

Allianz Turkey: Focus on the Customer (B)

By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
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  • 09 Sep 2015
  • Research & Ideas

Leadership Lessons of the Great Recession: Options for Economic Downturns

performance during a recovery” A search for leaders who have taken alternative approaches to managing their workforce during economic downturns led us to Honeywell CEO Dave Cote, and drives the narrative of our new case study, Honeywell... View Details
Keywords: by Sandra Sucher & Susan Winterberg; Aerospace; Electronics
  • Web

Organizational Behavior - Doctoral

coursework, students prepare and present a dossier that includes a qualifying paper, at least two other research papers, and a statement outlining a plan for their dissertation. Before beginning work on the dissertation, students must... View Details
  • March 2011
  • Article

Talking Past Each Other?: Cultural Framing of Skeptical and Convinced Logics in the Climate Change Debate

By: Andrew J. Hoffman
This article analyzes the extent to which two institutional logics around climate change—the climate change “convinced” and the climate change “skeptical” logics—are truly competing or talking past each other in a way that can be described as a logic schism. Drawing on... View Details
Keywords: Climate Change; Values and Beliefs; Cognition and Thinking; News; Conflict and Resolution
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  • November–December 2021
  • Article

Does Gender Matter? The Effect of Management Responses on Reviewing Behavior

By: Davide Proserpio, Isamar Troncoso and Francesca Valsesia
We study the effect of management responses on the reviewing behavior of self-identified female and male reviewers. Using data from Tripadvisor, we show that after hotels begin to respond to reviews, the probability that a negative review comes from a self-identified... View Details
Keywords: Word Of Mouth; Online Reviews; Management Responses; E-commerce; Gender; Prejudice and Bias; Digital Platforms; Customers
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  • 05 Nov 2021
  • Op-Ed

Is the Business World Finally Ready for the Wisdom of Shibusawa?

Eiichi Shibusawa continues to gain influence in Japan—even though he died almost a century ago. Japan’s government announced earlier this year that the 19th century business leader would be the face on 10,000 yen ($90) bank notes—the highest value denomination in... View Details
Keywords: by Geoffrey Jones and Rei Morimoto; Financial Services; Retail
  • Web

Strategy - Doctoral

Business Economics , which is designed to attract students interested in pursuing research using a purely economics-based methodology. Curriculum & Coursework Our programs are full-time degree programs which officially begin in August.... View Details
  • Program

Succeeding as a Strategic CFO

program, you will learn what it takes to meet the demands of the CFO role. You will begin to build a robust set of skills in strategy, communication, and leadership that will enable you to drive innovation and lead organizational change.... View Details
  • 12 Oct 2011
  • First Look

First Look: October 12

decisions. We review relevant psychology, economic theory and predictions, empirical challenges, empirical evidence, new directions such as behavioral signaling, and open questions. Download the paper: http://papers.nber.org/papers/w17333... View Details
Keywords: Sean Silverthorne
  • Web

Resumes & Cover Letters - Alumni

statements. To write an accomplishment statement, state the problem you encountered, the action you took and the result or impact of your actions. For example, "Led team in implementing a new general ledger package by providing expertise... View Details
  • November 2015 (Revised February 2016)
  • Case

Allianz Turkey: Focus on the Customer (A)

By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
Related
  • 25 Oct 2011
  • First Look

First Look: October 25

stores are multi-sided platforms (MSPs). We propose a definition that provides a more precise notion of MSPs by requiring that they enable direct interactions between the multiple customer types that are affiliated with them. Several important implications of this... View Details
Keywords: Sean Silverthorne
  • January 2014 (Revised May 2015)
  • Case

Open English

By: Jeffrey J. Bussgang and Lisa Mazzanti
Open English, a Miami-based startup offering online English language learning services, had more than 30,000 active students across Latin America in 2012. The company had just closed a $43 million financing round in order to rapidly scale its service to the next level.... View Details
Keywords: Technology Strategy; Product Management; Startup; Online Learning; Digital Platforms; Entrepreneurship; Business Startups; Technology Industry; Miami; Venezuela
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  • 2013
  • Working Paper

NBC and the 2012 London Olympics: Unexpected Success

By: Stephen A. Greyser and Vadim Kogan
"The 2010 Vancouver Winter Games lost $223 million, astonishing for a 17-day event. Next year's London Summer Games, which cost a record Olympic rights fee of $1.18 billion, are expected to lose at least as much..." wrote Richard Sandomir in The New York Times. "NBC... View Details
Keywords: Success; Profit; Sports; Failure; Television Entertainment; Media and Broadcasting Industry; Sports Industry; Entertainment and Recreation Industry; Vancouver; Beijing; London; Brazil; Russia
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  • Article

Credit Access and Social Welfare: The Rise of Consumer Lending in the United States and France

By: Gunnar Trumbull
Research into the causes of the 2008 financial crisis has drawn attention to a link between growing income inequality in the United States and high household indebtedness. Most accounts trace the U.S. idea of credit-as-welfare to the period of wage stagnation and... View Details
Keywords: Household Finance; Welfare State; Credit; Personal Finance; Welfare; Borrowing and Debt; France; United States
Related
  • 13 Jun 2011
  • HBS Case

Mobile Banking for the Unbanked

South Africa; and M-PESA, an initiative launched by the mobile network operator Safaricom (in conjunction with Vodafone) to offer a new type of financial service to the poor residents of Kenya. Ultimately, the more successful of the two,... View Details
Keywords: by Carmen Nobel; Banking; Communications; Telecommunications
  • 25 May 2011
  • HBS Case

QuikTrip’s Investment in Retail Employees Pays Off

expansion. Entering a new market is not cheap: QT's past experience has shown that it takes up to five years or about 50 stores before the brand begins to stand out in consumers' minds. A QuikTrip store... View Details
Keywords: by Julia Hanna; Retail
  • 04 Feb 2014
  • First Look

First Look: February 4

recent years, we have learned that applying standard formulae to corporate transformations is, at best, ineffective and, at worst, dangerous. What's needed is a new approach that enables executives to transform organizations proactively... View Details
Keywords: Sean Silverthlorne