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    James L. Heskett

    James L. Heskett is UPS Foundation Professor Emeritus at the Harvard Business School and author of his latest book, With From Within: Build Organizational Culture for Competitive... View Details

    • December 1997 (Revised May 1998)
    • Case

    CUC and HFS: Corporate Identity for a "Merger of Equals"

    By: Stephen A. Greyser and Robert J. Crawford
    In the wake of a major $20 billion market capitalization "merger of equals," two large consumer service firms must determine a new name for the new entity. Neither CUC nor HFS is well known among consumers. The CUC Services (e.g., shopping, travel, credit card... View Details
    Keywords: Mergers and Acquisitions; Capital; Brands and Branding; Identity; Customization and Personalization; Value; Service Industry
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    • 22 Apr 2013
    • Working Paper Summaries

    Competing with Privacy

    Keywords: by Ramon Casadesus-Masanell & Andres Hervas-Drane; Publishing
    • September–October 2025
    • Article

    How Digital Integration Is Reconfiguring Value Chains

    By: Antonio Moreno
    While companies have been “unbundling” their operations and outsourcing tasks for decades, advances in IT are now helping them take that strategy to a whole new level. These technologies make it possible to digitally integrate workflows across organizations, letting... View Details
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    • 01 Oct 2021
    • Research & Ideas

    Dying to Lead: How Reaching the Top Can Kill You Sooner

    associated with firm performance. Nicholas’s findings, detailed in the working paper, Status and Mortality: Is there a Whitehall Effect in the United States?, contradict the influential Whitehall studies, a British research initiative... View Details
    Keywords: by Jay Fitzgerald
    • February 2004 (Revised April 2005)
    • Exercise

    Necessary Evils: A Diagnostic Exercise

    By: Joshua D. Margolis and Andrew Molinsky
    Central to the work of leaders and professionals are tasks that entail harming one party to deliver benefits or advance valued and worthy goals. Sometimes a person must, as part of his or her job, perform an act that causes emotional, material, or physical harm to... View Details
    Keywords: Decision Choices and Conditions; Leadership; Problems and Challenges; Ethics; Management Skills
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      Leonard A. Schlesinger

      Leonard A. Schlesinger is Baker Foundation Professor at the Harvard Business School where he serves as Chair of the School’s Practice based faculty and faculty Chair of the MBA Field Global Immersion program. He has served as a member of the HBS faculty from 1978 to... View Details

      • January 2004 (Revised February 2006)
      • Case

      Raymond James Financial

      Raymond James Financial (RJF) currently sells financial services through two channels. It is considering adding a third in the "middle" of the other two. The current strategy has one channel with employees and another with independent contractors. These attract very... View Details
      Keywords: Organizational Change and Adaptation; Salesforce Management; Marketing; Distribution Channels; Human Resources; Financial Services Industry; Financial Services Industry
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      • Article

      What to Do When Industry Disruption Threatens Your Career

      By: Boris Groysberg, Eric Lin and Whitney Johnson
      This article discusses how to diagnose the risks that disruptive industry forces pose to individual careers and offers suggestions on how to mitigate such threats. Recommendations are based on analyses of individuals’ career histories in the professional services... View Details
      Keywords: Disruption; Personal Development and Career; Strategy
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      • May 2013
      • Case

      Altius Golf and the Fighter Brand

      By: Robert J. Dolan and Sunru Yong
      Altius Golf is the clear leader in the golf ball market despite a long-term decline in the number of golfers and a drop in sales following the financial crisis. The firm has maintained its position by introducing generations of advanced, super-premium golf balls that... View Details
      Keywords: Governing and Advisory Boards; Competitive Advantage; Decision Choices and Conditions; Distribution Channels; Sports; Financial Crisis; Brands and Branding; Segmentation; Sports Industry; Entertainment and Recreation Industry
      Related
      • Research Summary

      How to Manage Customers for Increased Profits and Customer Satisfaction

      By: Frances X. Frei
      For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ... View Details
      • 21 Sep 2017
      • Cold Call Podcast

      State Street’s SHE: Investing in Women Leaders

      Keywords: Re: Vikram Gandhi; Financial Services
      • 01 Jan 2014
      • News

      Competing with Privacy

        Executive Pay and "Independent" Compensation Consultants

        Executive compensation consultants face potential conflicts of interest that can lead to higher recommended levels of CEO pay, including the desires to “cross-sell” services and to secure “repeat business.” We find evidence in both the US and Canada that CEO pay... View Details
        • 02 Jan 2014
        • Working Paper Summaries

        Managing the Family Firm: Evidence from CEOs at Work

        Keywords: by Oriana Bandiera, Andrea Prat & Raffaella Sadun
        • 16 Oct 2023
        • HBS Case

        Advancing Black Talent: From the Flight Ramp to 'Family-Sustaining' Careers at Delta

        qualifications, while expanding new apprenticeship and professional development programs. Now, three years later, Delta is making progress toward hiring and developing more Black talent, with and without college degrees, says Linda Hill,... View Details
        Keywords: by Lane Lambert; Air Transportation
        • 26 Mar 2015
        • News

        A wake-up call for tomorrow's top 1 percent: rebuild America's middle class

        • July 3, 2020
        • Article

        Delivery Apps Need to Start Treating Suppliers As Partners

        By: Scott Duke Kominers and Ian Macomber
        Home delivery has shifted from a luxury service aimed at young urban professionals to a core part of many businesses, which is used by almost everyone. That upheaval has strained capacity of many delivery services and changed how they relate to the suppliers that they... View Details
        Keywords: Service Delivery; Supply Chain; Performance Capacity; Performance Efficiency; Entrepreneurship
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        • January 1997
        • Background Note

        Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance

        By: Benson P. Shapiro
        Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
        Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
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        • November 1992 (Revised August 1994)
        • Case

        McKinsey & Company (A): 1956

        Professional service firms, in law, accounting, advertising, consulting, and so on are ubiquitous and relatively easy to start. Few firms, however, gain scale or permanence. This case explores the reasons behind McKinsey & Co.'s exceptional success in building a... View Details
        Keywords: Governance; Strategy; Goals and Objectives; Organizations; Service Industry
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