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  • Program

Senior Executive Leadership Program—China

to corporate success on a more strategic and senior level. Gain a new ability to think strategically, seize growth opportunities, and compete successfully both within the region and globally Foster the innovations that will improve your organization's ability to... View Details
  • June 2014 (Revised March 2016)
  • Case

Relating to Peapod

By: Susan Fournier and Jill Avery
Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case... View Details
Keywords: Brands and Branding; Customer Relationship Management; Marketing Strategy; Service Industry; Boston
Related
  • June 2014
  • Case

Making Progress at IDEO

By: Teresa M. Amabile and Katrina Flanagan
This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for IDEO designers' everyday experience of work. As new types of client work have shifted away from the more classic design... View Details
Keywords: Organizational Change and Adaptation; Motivation and Incentives; Employees; Customer Focus and Relationships; Service Industry
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  • Web

Harvard Business School Online Courses & Learning Platforms

Transforming Customer Experiences Professor Ryan Buell Gain a systematic approach for delivering standout services and experiences that provide a competitive edge and build... View Details
  • 30 Apr 2024
  • Book

When Managers Set Unrealistic Expectations, Employees Cut Ethical Corners

Core Ideas: The Origins of Corporate Misconduct When I wrote “Managing for Organizational Integrity,” I was drawing on a decade of research and personal experience that had convinced me that a new approach to corporate ethics was needed.... View Details
Keywords: by Dina Gerdeman
  • 29 Nov 2010
  • HBS Case

United Breaks Guitars

object lesson in what that means for big, recognizable companies and their brands. "United Breaks Guitars" documents the incredible viral power of social media, analyzing the reach and impact of a clever customer complaint music... View Details
Keywords: by Julia Hanna
  • Web

Finding Job Opportunities - Alumni

our 12twenty (our recruiting platform) to post opportunities for experienced talent. Want to get notified about newly posted opportunities? Create search agents to alert you when new jobs that meet your custom criteria are posted in the... View Details
  • 17 Aug 2023
  • Research & Ideas

‘Not a Bunch of Weirdos’: Why Mainstream Investors Buy Crypto

checking accounts. Moreover, these investors are drawn by the lure of potentially higher returns in a “lottery-style payoff” than investors expect with traditional investments. Plus, the COVID-19 stimulus money led new investors to View Details
Keywords: by Ben Rand
  • 2010
  • Chapter

Utilizing Team Member Expertise Under Pressure

By: Heidi K. Gardner and Erin McFee
Pressure intensifies on a strategy consulting team as they deliver a critical project, and the team manager faces a dilemma about her changing role on the team. Although she had been the key decision-maker in the early weeks of the project, Julia Narino now finds that... View Details
Keywords: Experience and Expertise; Managerial Roles; Organizational Culture; Projects; Groups and Teams; Behavior; Customization and Personalization; Consulting Industry
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  • 07 Feb 2022
  • Research & Ideas

Digital Transformation: A New Roadmap for Success

end-to-end customer experiences in an unforgiving dynamic economy. As one executive put it, in a hyperconnected world, competitors can "pop up from anywhere and everywhere." With rising expectations of View Details
Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards
  • 19 Sep 2023
  • HBS Case

How Will the Tech Titans Behind ChatGPT, Bard, and LLaMA Make Money?

business of selling the actual model itself. Amazon largely offers its cloud customers the open-source models that others have made. Meta is largely handing its model out for free (with some limits), and Microsoft outsourced much of the... View Details
Keywords: by Ben Rand; Technology; Information Technology
  • 17 Aug 2020
  • Research & Ideas

What the Stockdale Paradox Tells Us About Crisis Leadership

that I would get out, but also that I would prevail in the end and turn the experience into the defining event of my life, which, in retrospect, I would not trade.” Collins asked him about the personal characteristics of prisoners who did... View Details
Keywords: by Boris Groysberg and Robin Abrahams
  • Web

Podcast - Business & Environment

of the Voluntary Carbon Markets Integrity Initiative (VCMI). Mark has worked in carbon markets and climate finance for nearly three decades, with experience at organizations like WWF, The Climate Group, and Fundación Natura in Ecuador.... View Details
  • 2025
  • Working Paper

The Hidden Costs of Working Multiple Jobs: Implications for Spending Behavior and Wellbeing

By: Paige Tsai and Ryan W. Buell
Across three studies, combining survey data, transaction-level analysis from 90,548 customers of a nationwide retail bank, and insights from the General Social Survey, we study whether people with multiple jobs spend their labor income differently than people who earn... View Details
Keywords: Behavioral Operations; Employee Behavior; Job Design and Levels; Personal Finance; Well-being; Happiness; Satisfaction; Wages
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  • Web

Negotiation, Organizations & Markets - Faculty & Research

customer questions. The breakfast cereal startup enabled users to order personalized muesli on its website by choosing from 75 organic ingredients for a total of 566 quadrillion potential muesli combinations. mymuesli’s View Details
  • 14 Feb 2022
  • Research & Ideas

Curiosity, Not Coding: 6 Skills Leaders Need in the Digital Age

themselves. However, the qualities they need to develop aren’t the ones you might expect. You might think an organization in flux needs a steady hand, someone with foresight and experience who plots a sensible route to cautiously and... View Details
Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards; Technology
  • 24 Oct 2006
  • First Look

First Look: October 24, 2006

first experience with POE systems, and the implementation team must determine how best to introduce the technology to the physicians and other personnel who will use it. Purchase this case:... View Details
Keywords: Sean Silverthorne
  • 25 Apr 2012
  • Research & Ideas

The Importance of Teaming

and cognitive (thinking) skills," she writes. "Enabled by distributed leadership, the purpose of teaming is to expand knowledge and expertise so that organizations and their customers can capture the value." In the... View Details
Keywords: Re: Amy C. Edmondson
  • Web

Named Fellowship Funds - Alumni

could about everything and never took her peers or experiences for granted. Her laugh was infectious and her ambition contagious. Her compassion was limitless and her intellect, determination, and adventurous spirit were unmatched. Anisha... View Details
  • Web

Technology & Operations Management - Faculty & Research

transaction-level analysis from 90,548 customers of a nationwide retail bank, and insights from the General Social Survey, we study whether people with multiple jobs spend their labor income differently than people who earn the same total... View Details