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Show Results For
- All HBS Web
(7,641)
- People (9)
- News (1,543)
- Research (5,398)
- Events (17)
- Multimedia (32)
- Faculty Publications (3,720)
- Student-Profile
Rohan Kekre
reasoning and quantitative tools to a set of public policy questions having first-order importance in the real world. After graduation I took a job as a management consultant at McKinsey in their New York office. I started in July 2008,... View Details
- 6:30 PM – 8:30 PM PDT, 17 Oct 2016
- HBS Alumni Events
Alumnae Circles Open House: Palo Alto
Women's groups are launching- are you interested?
Register for this upcoming open house to learn more. View Details
- Web
Who We Are | Research Associates
what our researchers have in common is access to exceptional academic and administrative resources. Research Staff Services (RSS) recruits and hires talented candidates and supports them throughout their employment. RSS managers coach and... View Details
- Web
Your Personalized Experience | MBA
positions. Build Your Target List CPD is here to help students can find companies they’re interested in working with, identify contacts for networking, and manage their outreach. Students can leverage the CPD career search platform to... View Details
- 01 Apr 1999
- News
Spirit at Work
uncomfortable territory in an effort to respond to their employees' deeper yearnings. While spirituality is a highly individual and personal matter, managers and employees alike seem to find common themes... View Details
Keywords: Marguerite Rigoglioso
- 16 Feb 2022
- News
Holding Business to Account
Photo courtesy Geeta Aiyer In the early 1990s, company leaders for Albertsons, a rapidly expanding supermarket chain, flew to Boston to meet with Geeta Aiyer (MBA 1985),a young analyst and portfolio manager at the United States Trust... View Details
- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry
Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
- 01 Sep 2003
- What Do You Think?
To Whom Should Boards be Accountable?
corporate managers and directors must first be accountable to and for the satisfaction of customers, the loyalty and opportunities for growth of employees [and others] ..." How does this play out in the... View Details
Keywords: by James Heskett
- 01 Dec 1998
- News
Novartis AG Establishes Global Research Fund
to strengthen our global research capabilities. We are grateful to Novartis for supporting this significant goal." The gift, which funds a four-year program that will include additional fellows, stems from a decade-long relationship... View Details
Keywords: Anne Kavanagh
- 10 May 2016
- First Look
May 10, 2016
Galvin, Karen Miller-Kovach, Scott Halpern, George Loewenstein, and Kevin Volpp Abstract—Purpose: We tested the effects of employer subsidies on employee enrollment, attendance, and weight loss in a nationally available weight View Details
Keywords: Carmen Nobel
- 09 Apr 2018
- Blog Post
Is Business School Right for You?
Dr. Jill Avery is a senior lecturer in the marketing unit at Harvard Business School, an authority on brand management and customer relationship management (CRM), and the... View Details
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Service Operations; Customer Relationship Management; Customer Satisfaction; Performance
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488.
- 11 Jun 2015
- News
Leading the way in sustainable style
Marjorie Yang (MBA 1976), the chairman and CEO of garment-manufacturing giant The Esquel Group, doesn’t spend much time talking about apparel anymore. Instead, she’s focused on improving the livelihood of the company’s 47,000 employees... View Details
- 01 Sep 2013
- News
Passion & Purpose
who aspire to have an impact on business and society. Joanna M. Jacobson, MBA 1987 Cofounder and Managing Partner, Strategic Grant Partners Boston, Massachusetts Joanna M. Jacobson “A fulfilling career doesn't always follow a straight... View Details
- November 2001 (Revised November 2001)
- Case
Royal Ahold NV: A Global Food Provider
By: Ray A. Goldberg and James M Beagle
Ahold decides how strategy and partnerships will enable it to lead the global food industry for the future. View Details
- 12 Dec 2022
- News
What It Takes to Be a Fair-Pay Workplace
- 22 Jan 2018
- Sharpening Your Skills
Why You Are Unhappy at Work
Blues A shockingly low 25 percent of employees feel connection to their company's mission. Bill George discusses fixes to rebuild purpose in their work. How Small Wins Unleash Creativity The most powerful tool View Details
Keywords: by Sean Silverthorne
- 11 Dec 2023
- Blog Post
Building Iconic Brands and Brighter Futures: Interview with Glossier CEO, Kyle Leahy
General Manager of E-Commerce role and later GM of North America position, leading thousands of employees and a billion-dollar business. During this time, she also took on new roles in her personal life,... View Details
Keywords: Consumer Products / Retail
- 09 Jul 2024
- Research & Ideas
Chance Encounters: What's at Stake in Return-to-Office Decisions
they know well; but I am not certain that they’ve really considered the alternatives and what workplace would fit into their broader strategy. And then you have other companies and executives that went remote during the pandemic and are still scared to ask their View Details
- 02 Jul 2012
- Research & Ideas
Why Good Deeds Invite Bad Publicity
concludes Oberholzer-Gee. In other words, at least when it comes to oil spills, the goodwill "insurance policies" weren't worth the paper they were written on. Lessons Learned One lesson to take away from the findings is that managing... View Details