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      • 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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      Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (B)." Harvard Business School Supplement 316-094, November 2015. (Revised February 2016.)
      • November 2015 (Revised February 2020)
      • Teaching Note

      IDEO: Human-Centered Service Design

      By: Ryan W. Buell
      The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details
      Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru
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      Buell, Ryan W. "IDEO: Human-Centered Service Design." Harvard Business School Teaching Note 616-038, November 2015. (Revised February 2020.)
      • 2017
      • Working Paper

      Discretionary Task Ordering: Queue Management in Radiological Services

      By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
      Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks... View Details
      Keywords: Discretion; Scheduling; Queue; Healthcare; Learning; Experience; Decentralization; Delegation; Behavioral Operations; Operations; Service Operations; Service Delivery; Performance; Performance Effectiveness; Performance Efficiency; Performance Improvement; Performance Productivity; Decisions; Time Management; Cost vs Benefits; Health Industry
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      Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Harvard Business School Working Paper, No. 16-051, October 2015. (Revised March 2017.)
      • Article

      Behavioral Hazard in Health Insurance

      By: Katherine Baicker, Sendhil Mullainathan and Joshua Schwartzstein
      A fundamental implication of standard moral hazard models is overuse of low-value medical care because copays are lower than costs. In these models, the demand curve alone can be used to make welfare statements, a fact relied on by much empirical work. There is ample... View Details
      Keywords: Insurance; Consumer Behavior; Health Care and Treatment; Insurance Industry
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      Baicker, Katherine, Sendhil Mullainathan, and Joshua Schwartzstein. "Behavioral Hazard in Health Insurance." Quarterly Journal of Economics 130, no. 4 (November 2015): 1623–1667. (Online Appendix.)
      • Article

      Men as Cultural Ideals: Cultural Values Moderate Gender Stereotype Content.

      By: Amy Cuddy, Elizabeth Baily Wolf, Peter Glick, Susan Crotty, Jihye Chong and Michael I. Norton
      Four studies tested whether cultural values moderate the content of gender stereotypes, such that male stereotypes more closely align with core cultural values (specifically, individualism vs. collectivism) than do female stereotypes. In Studies 1 and 2, using... View Details
      Keywords: Gender Stereotypes; Stereotype Content; Individualism; Collectivism; Prejudice and Bias; Values and Beliefs; Culture; Gender
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      Cuddy, Amy, Elizabeth Baily Wolf, Peter Glick, Susan Crotty, Jihye Chong, and Michael I. Norton. "Men as Cultural Ideals: Cultural Values Moderate Gender Stereotype Content." Journal of Personality and Social Psychology 109, no. 4 (October 2015): 622–635.
      • Article

      The Social Contract Model of Corporate Purpose and Responsibility

      By: Nien-he Hsieh
      Of the many developments in business ethics that Thomas Donaldson has helped pioneer, one is the application of social contract theory to address questions about the responsibilities of business actors. In Corporations and Morality, Donaldson develops one of the... View Details
      Keywords: Corporate Social Responsibility and Impact
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      Hsieh, Nien-he. "The Social Contract Model of Corporate Purpose and Responsibility." Business Ethics Quarterly 25, no. 4 (October 2015): 433–460. (DOI: 10.1017/beq.2016.1.)
      • October 2015
      • Article

      The Value of Bosses

      By: Edward P. Lazear, Kathryn L. Shaw and Christopher Stanton
      How and by how much do supervisors enhance worker productivity? Using a company-based data set on the productivity of technology-based services workers, supervisor effects are estimated and found to be large. Replacing a boss who is in the lower 10% of boss quality... View Details
      Keywords: Supervisors; Management Skills; Employees; Performance Productivity
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      Lazear, Edward P., Kathryn L. Shaw, and Christopher Stanton. "The Value of Bosses." Journal of Labor Economics 33, no. 4 (October 2015): 823–861.
      • September 2015 (Revised February 2017)
      • Case

      MOD Pizza: A Winning Recipe?

      By: Boris Groysberg, John D. Vaughan and Matthew Preble
      Scott and Ally Svenson, the founders of MOD Pizza, had to make a number of decisions in planning how to scale their small company. They wanted to grow MOD from 45 stores as of May 2015 to 200 stores by the end of 2016, and while the two believed that MOD could manage... View Details
      Keywords: Entrepreneurship; Employees; Employee Relationship Management; Selection and Staffing; Leadership; Growth and Development Strategy; Marketing; Service Delivery; Organizational Culture; Corporate Social Responsibility and Impact; Mission and Purpose; Service Industry; United States
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      Groysberg, Boris, John D. Vaughan, and Matthew Preble. "MOD Pizza: A Winning Recipe?" Harvard Business School Case 416-004, September 2015. (Revised February 2017.)
      • September 2015
      • Case

      GovDelivery

      By: Mitchell Weiss
      Is government the biggest, worst customer in the world? And is that a reason for venture investors to back companies that sell to government or to stay away? It had been seven years since Scott Burns joined his friend Zach Stabenow to get a company called GovDocs off... View Details
      Keywords: GovDelivery; Public Entrepreneurship; B2G; Business-to-Government; Scott Burns; Entrepreneurship; Government Administration; Venture Capital; Information Technology Industry; Public Administration Industry; Web Services Industry; Minnesota; United States
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      Weiss, Mitchell. "GovDelivery." Harvard Business School Case 816-020, September 2015.
      • September 2015
      • Article

      Banks as Patient Fixed-Income Investors

      By: Samuel G. Hanson, Andrei Shleifer, Jeremy C. Stein and Robert W. Vishny
      We examine the business model of traditional commercial banks when they compete with shadow banks. While both types of intermediaries create safe "money-like" claims, they go about this in different ways. Traditional banks create money-like claims by holding illiquid... View Details
      Keywords: Shadow Banking; Safe Money-like Claims; Commercial Banking
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      Hanson, Samuel G., Andrei Shleifer, Jeremy C. Stein, and Robert W. Vishny. "Banks as Patient Fixed-Income Investors." Journal of Financial Economics 117, no. 3 (September 2015): 449–469. (Internet Appendix Here.)
      • Fall 2015
      • Article

      Doing Well by Doing Good? Community Development Venture Capital

      By: Josh Lerner and Anna Kovner
      This paper examines the investments and performance of community development venture capital (CDVC). We find substantial differences between CDVC and traditional venture capital (VC) investments: CDVC investments are far more likely to be in nonmetropolitan regions and... View Details
      Keywords: Social Enterprise; Venture Capital
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      Lerner, Josh, and Anna Kovner. "Doing Well by Doing Good? Community Development Venture Capital." Journal of Economics & Management Strategy 24, no. 3 (Fall 2015): 643–663.
      • August 2015 (Revised December 2016)
      • Case

      Apple Pay

      By: Sunil Gupta, Shelle Santana and Margaret L. Rodriguez
      On September 9, 2014, in front of a packed audience in Cupertino, CA, Tim Cook, the chief executive officer of Apple, announced the much anticipated launch of Apple Pay. "Our vision is to replace this [wallet] and we are going to start with payments." Cook then invited... View Details
      Keywords: Technology; Digital Services And Strategy; Launch; Mobile; Mobile Payments; Apple; Payments; Smartphone; Apple Pay; Eddy Cue; Jennifer Bailey; iOS; Iphone; Marketing; Product; Mobile and Wireless Technology; Product Launch; Finance; Credit Cards; Technology Industry; Banking Industry; United States; United Kingdom
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      Gupta, Sunil, Shelle Santana, and Margaret L. Rodriguez. "Apple Pay." Harvard Business School Case 516-027, August 2015. (Revised December 2016.)
      • August 2015 (Revised October 2023)
      • Case

      Eastman Kodak Company: Restructuring a Melting Ice Cube

      By: Stuart C. Gilson, John D. Dionne and Sarah L. Abbott
      In May 2013, senior managers of GSO Capital Partners, an $80 billion credit-oriented investment firm owned by The Blackstone Group, are considering what to do next with their investment in the senior secured debt of Eastman Kodak Company. Once a great company and an... View Details
      Keywords: Restructuring; Finance; Strategy; Investment; United States
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      Gilson, Stuart C., John D. Dionne, and Sarah L. Abbott. "Eastman Kodak Company: Restructuring a Melting Ice Cube." Harvard Business School Case 216-006, August 2015. (Revised October 2023.)
      • 2015
      • Working Paper

      A Theory of Intergenerational Mobility

      By: Gary Becker, Scott Duke Kominers, Kevin Murphy and Jorg L. Spenkuch
      We develop a model of intergenerational resource transmission that emphasizes the link between cross-sectional inequality and intergenerational mobility. By drawing on first principles of human capital theory, we derive several novel results. In particular, we show... View Details
      Keywords: Intergenerational Mobility; Inequality; Complementarities; Human Capital; Equality and Inequality; Income; Family and Family Relationships
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      Becker, Gary, Scott Duke Kominers, Kevin Murphy, and Jorg L. Spenkuch. "A Theory of Intergenerational Mobility." Working Paper, August 2015.
      • July 2015
      • Case

      Uncharted Play (A)

      By: Shikhar Ghosh and Ali Huberlie
      The case recounts the process of launching an early stage venture, from idea conception through initial efforts to validate the concept, followed by product launch, and fund raising. It emphasizes the Customer Value Proposition of the business model, and asks – Who is... View Details
      Keywords: Early Stage; Female Protagonist; Value Proposition; Team Building; Founders' Agreements; Start-up; Entrepreneurship; Business Model; Business Startups; Sports; United States; North America; Nigeria; Africa
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      Ghosh, Shikhar, and Ali Huberlie. "Uncharted Play (A)." Harvard Business School Case 816-018, July 2015.
      • July 2015
      • Article

      Executives' 'Off-the-Job' Behaviors and Financial Reporting Risk

      By: Robert Davidson, Aiyesha Dey and Abbie Smith
      We examine how executives' behavior outside the workplace, as measured by their ownership of luxury goods (low “frugality”) and prior legal infractions, is related to financial reporting risk. We predict and find that chief executive officers (CEOs) and chief financial... View Details
      Keywords: Management Teams; Behavior; Personal Characteristics; Crime and Corruption; Governance Compliance; Financial Reporting; Organizational Culture
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      Davidson, Robert, Aiyesha Dey, and Abbie Smith. "Executives' 'Off-the-Job' Behaviors and Financial Reporting Risk." Journal of Financial Economics 117, no. 1 (July 2015): 5–28.
      • June 2015 (Revised January 2017)
      • Case

      Accor: Strengthening the Brand with Digital Marketing

      By: Jill Avery, Chekitan S. Dev and Peter O'Connor
      Accor, the world's leading hotel operator with a portfolio of fourteen hospitality brands (including Sofitel and Novotel) in 92 countries, prided itself on living up to its motto, "To open new frontiers in hospitality." Accor was indeed contemplating how to do just... View Details
      Keywords: Digital; Hospitality; Branding; Brand Management; Marketing; Brands and Branding; Marketing Channels; Marketing Communications; Marketing Strategy; E-commerce; Accommodations Industry; Travel Industry; Tourism Industry; Europe; France
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      Avery, Jill, Chekitan S. Dev, and Peter O'Connor. "Accor: Strengthening the Brand with Digital Marketing." Harvard Business School Case 315-138, June 2015. (Revised January 2017.)
      • 2015
      • Working Paper

      Customers and Investors: A Framework for Understanding Financial Institutions

      By: Robert C. Merton and Robert T. Thakor
      Financial institutions have both investors and customers. Investors, such as those who invest in stocks and bonds or private/public-sector guarantors of institutions, expect an appropriate risk-adjusted return in exchange for the financing and risk-bearing that they... View Details
      Keywords: Financial Institutions
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      Merton, Robert C., and Robert T. Thakor. "Customers and Investors: A Framework for Understanding Financial Institutions." NBER Working Paper Series, No. 21258, June 2015.
      • Article

      Smart People Ask for (My) Advice: Seeking Advice Boosts Perceptions of Competence

      By: A.W. Brooks, F. Gino and M.E. Schweitzer
      Although individuals can derive substantial benefits from exchanging information and ideas, many individuals are reluctant to seek advice from others. We find that people are reticent to seek advice for fear of appearing incompetent. This fear, however, is misplaced.... View Details
      Keywords: Behavior; Cognition and Thinking
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      Brooks, A.W., F. Gino, and M.E. Schweitzer. "Smart People Ask for (My) Advice: Seeking Advice Boosts Perceptions of Competence." Management Science 61, no. 6 (June 2015): 1421–1435.
      • May 2015
      • Teaching Note

      The United Kingdom and the Means to Prosperity

      By: Laura Alfaro, Lakshmi Iyer and Hilary White
      After struggling through the country's longest recession since 2008, the U.K. was expected to grow faster than any other G7 nation in 2014. Analysts wondered whether the return to growth was because, or in spite of, Prime Minister David Cameron's controversial £113... View Details
      Keywords: United Kingdom; Austerity; Fiscal Deficits; Fiscal Policy; Keynesian Multiplier; Government; Government Policy; Recessions; Depression; Inequality; Government Intervention In The Markets; Stagnation; Public Finance; Economics; Macroeconomics; Government Administration; Business and Government Relations; Economic Growth; Economic Slowdown and Stagnation; Public Sector; Economy; Financial Crisis; Taxation; Government and Politics; United Kingdom
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      Alfaro, Laura, Lakshmi Iyer, and Hilary White. "The United Kingdom and the Means to Prosperity." Harvard Business School Teaching Note 715-055, May 2015.
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