Publications

October 2021 (Revised December 2021)
Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo

As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details

Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia

30 Jun 2014
Lessons from the Classroom

The Role of Emotions in Effective Negotiations

"Rather than discussing topics in the rarified air of investment banking, an industry foreign to many of our students, we wanted to be as universal as possible." Not that it is a simple situation emotionally. Stressed out over... View Details

Keywords: by Michael Blanding; Entertainment & Recreation; Sports

10 Oct 2023
Blog Post

Policy Drivers for Environmental Justice: What Businesses Need to Know

communities disproportionately face increased levels of pollution and are often more vulnerable to the dangerous effects of climate change. Dorceta E. Taylor’s Toxic Communities breaks down environmental racism as it relates to the siting of View Details

20 Oct 2010
Op-Ed

Export Competitiveness: Reversing the Logic

are right. The overall success on global export markets as well as the particular pattern of industries that successfully export provides valuable "revealed" information on underlying... View Details

Keywords: by Christian Ketels

Web

Research - Behavioral Finance & Financial Stability

financial variables. They use a diagnostic expectations version of a dispersed information learning model to explain why individual forecasters typically overreact to news, while consensus forecasts underreact relative to full-information... View Details

January 2016
Case

Sentient Jet: The Uber of Private Jets

By: Anat Keinan and Sandrine Crener

Founded in 1999 in the Boston area, Sentient Jet had become a leading private aviation company in the United States. Its success was built on the introduction of a groundbreaking membership program that offered business travelers the flexibility and convenience of... View Details

Web

Harvard Environmental Centers - Business & Environment

Kennedy School Belfer Center for Science and International Affairs The Belfer Center for Science and International Affairs is the hub of Harvard Kennedy School's research, teaching, and training in international security and diplomacy, environmental and resource... View Details

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

Research Summary

Overview

By: Ashley V. Whillans

Engaged with field work in East Africa, South Asia, and in several large hybrid organizations in the United States, Professor Whillans places a focus on exploring questions with strong theoretical motivation in the social psychological literature and relevant... View Details

2018
Chapter

The Orphan Drug Act at 35: Observations and an Outlook for the Twenty-First Century

By: Nicholas Bagley, Benjamin Berger, Amitabh Chandra, Craig Garthwaite and Ariel Dora Stern

On the 35th anniversary of the adoption of the Orphan Drug Act (ODA), we describe the enormous changes in the markets for therapies for rare diseases that have emerged over recent decades. The most prominent example is the fact that the profit-maximizing price of new... View Details

Keywords: Health Care and Treatment; Laws and Statutes; Research and Development; Investment; Markets; Monopoly

Register to Read

January 2009 (Revised June 2010)
Case

Cisco Business Councils (2007): Unifying a Functional Enterprise with an Internal Governance System

By: Ranjay Gulati

In response to the 2001 market downturn, Cisco Systems implemented a major restructuring that transformed the company from a decentralized to centralized organization. While recognizing that a centralized, functional structure was necessary to avoid product and... View Details

Keywords: Restructuring; Customer Focus and Relationships; Governing and Advisory Boards; Resource Allocation; Organizational Change and Adaptation; Organizational Structure; Corporate Strategy; Technology Industry

December 2011
Article

Platform Envelopment

By: Thomas R. Eisenmann, Geoffrey Parker and Marshall Van Alstyne

Due to network effects and switching costs in platform markets, entrants generally must offer revolutionary functionality. We explore a second entry path that does not rely upon Schumpeterian innovation: platform envelopment. Through envelopment, a provider in one... View Details

Keywords: Digital Platforms; Business and Stakeholder Relations; Economic Systems; Development Economics; Business or Company Management; Business Strategy; Network Effects; Information Technology Industry; Information Technology Industry

September 2020
Article

Creativity, Artificial Intelligence, and a World of Surprises

By: Teresa M. Amabile

In recent years, progress has been made toward AI Creativity, which I define as the production of highly novel, yet appropriate, ideas, problem solutions, or other outputs by autonomous machines. I argue that organizational researchers of creativity and innovation... View Details

Keywords: Artificial Intelligence; AI Creativity; Computer Science; Organizational Behavior; Psychology; Creativity; Technological Innovation; AI and Machine Learning

Register to Read

29 Nov 2021
Research & Ideas

How Bonuses Get Employees to Choose Work Over Family

participants. Respondents shared information about how they were paid and their emotional health. Regardless of industry and income, employees paid with incentives were significantly more inclined to spend... View Details

Keywords: by Rachel Kim Raczka

09 Apr 2024
Research & Ideas

When Climate Goals, Housing Policy, and Corporate R&D Collide, Social Good Can Emerge

For almost four years, Omar Asensio and his colleagues have been studying the impact of federal energy programs on low-income neighborhoods. The intersection of technology—artificial intelligence, in particular—and public policy has long been an area of focus for... View Details

Keywords: by Glen Justice

Research Summary

Overview

By: Ryan W. Buell

From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details

September 2023
Teaching Note

CMA CGM: Reducing the Carbon Footprint of Container Shipping

By: Willy Shih

Teaching Note for HBS Case No. 623-006. Marine transport is the most cost-effective way to move large volumes over long distances, and container shipping is the backbone of international trade in goods. Yet shipping contributed 3% of worldwide greenhouse gas emissions,... View Details

Keywords: Greenhouse Gas Emissions; Ship Transportation; Environmental Sustainability; Environmental Regulation; Trade; Energy Conservation; Transportation Industry; Shipping Industry; Europe