customer relationship management - Publications - Faculty & Research

27 Jan 2015
First Look

First Look: January 27

psychological discomfort of dissonance. Similarly, physically cleansing oneself eliminated the relationship between inauthenticity and prosocial compensation. Finally, we demonstrated additional evidence for discriminant validity: these... View Details

Keywords: Sean Silverthorne

07 Feb 2005
Research & Ideas

How “Career Imprinting” Shapes Leaders

imprint, such as a strong corporate culture, should help individuals better evaluate future employers and recognize the ways in which that first career experience may shape not simply the skills they acquire, but also their assumptions about how to lead and View Details

Keywords: by Mallory Stark

26 Jul 2016
Research & Ideas

Where will Pokémon Go with Your Personal Information?

app’s success has striking implications for a number of industries. Willy Shih is the Robert and Jane Cizik Professor of Management Practice in Business Administration at Harvard Business School and spent 28 years in industry at IBM,... View Details

Keywords: Re: Willy C. Shih; Video Game; Entertainment & Recreation

25 May 2020
Research & Ideas

Has Occupational Licensing Outlived Its Usefulness?

or she will pay. The study, Consumer Protection In An Online World: An Analysis Of Occupational Licensing, is the first to look together at what consumers care about and the effects on demand and metrics of customer satisfaction. It is... View Details

Keywords: by Martha Lagace; Service

April 2025 (Revised April 2025)
Case

JPMorganChase: Leadership in the Age of GenAI

By: Iavor I. Bojinov, Karim R. Lakhani and David Lane

This case study examines JPMorgan Chase's (JPMC) journey in adopting and implementing Generative AI (GenAI) following the release of ChatGPT. It outlines JPMC's initial cautious approach focused on data security, followed by strategic investments in internal platforms... View Details

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13 May 2008
First Look

First Look: May 13, 2008

college. However, recent changes to the state's accountability system necessitated greater focus on helping Codman Academy students meet this graduation requirement. Codman Academy's founding, academic model, leadership, and partnerships (including its unique View Details

Keywords: Martha Lagace

01 Feb 2011
First Look

First Look: Feb. 1

clamor for accountability, it is tempting to accept the popular normative view that more accountability is better. But is it feasible, or even desirable, for nonprofit organizations to be accountable to everyone for everything? The challenge for leadership and View Details

August 2009
Case

Bank of America Sports Sponsorship

By: Stephen A. Greyser and John L. Teopaco

A major sports sponsor must decide on new, renewal, or withdrawal from significant relations with teams/leagues/events, using a distinctive approach to assessment. View Details

Keywords: Cost vs Benefits; Decision Choices and Conditions; Partners and Partnerships; Management Analysis, Tools, and Techniques; Performance Evaluation; Financing and Loans; Marketing Strategy; Sports Industry

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May 2009
Teaching Note

Nextel Partners: Put Option (TN)

By: Timothy A. Luehrman

Teaching Note for [207-128] View Details

Keywords: Business and Shareholder Relations; Voting; Price; Public Ownership; Valuation; Financial Liquidity; Stock Options; Management Practices and Processes; Telecommunications Industry

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October 2010 (Revised July 2013)
Case

AEP: Carbon Capture and Storage

By: Richard H.K. Vietor

By October 2010, American Electric Power, the largest coal-fired, electric utility in the United States, had been operating a carbon capture and sequestration pilot plant for one year. Using a proprietary, Alstom chilled ammonia technology, AEP was capturing and... View Details

Keywords: Energy Generation; Government Legislation; Technological Innovation; Partners and Partnerships; Projects; Decision Choices and Conditions; Environmental Sustainability; Problems and Challenges; Utilities Industry; United States

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12 Oct 1999
Research & Ideas

Paid for Success: Options for Compensating CEOs

research shows that the relationship between CEO fortunes and the fortunes of the companies they manage is quite strong," says Hall, who has been working on this topic for nearly four years. Along with... View Details

Keywords: by Judith A. Ross

06 Aug 2014
Research & Ideas

Climbing Down from the Ivory Tower

police to protect the citizens. Olstrom dubbed the phenomenon "co-production." Since then, it has become common for organizations to treat consumers as production partners. Many high-tech firms hire existing customers to beta-test early... View Details

Keywords: by Carmen Nobel; Education; Health

16 Jul 2024
Research & Ideas

Weighing Digital Tradeoffs in Private Equity

“There are many more private equity firms than in the past, so it’s becoming difficult for them to generate returns and add value,” says Brian Baik, an assistant professor in the Accounting and Management Unit at Harvard Business School.... View Details

Keywords: by Michael Blanding; Financial Services

August 1999
Case

Leaving

By: David A. Thomas

A company supervisor listens to an employee, an African American woman, announce she is leaving the company and tries to understand the situation. View Details

Keywords: Resignation and Termination; Retention; Race; Behavior; Diversity; Interpersonal Communication; Labor and Management Relations

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November 2005 (Revised December 2006)
Case

Jeanette Clough at Mount Auburn Hospital

Jeanette Clough, the CEO of Mt. Auburn Hospital, successfully leads a turnaround for the struggling local hospital. When she assumed leadership of Mt. Auburn in 1998, the hospital had recently suffered a $10 million loss. During her first six months, several members of... View Details

Keywords: Organizational Change and Adaptation; Change Management; Leading Change; Expansion; Health Care and Treatment; Business and Community Relations; Health Industry; Cambridge

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April 1992 (Revised June 1994)
Case

Grappling with Garbage: The Bandung Municipal Cleansing Enterprise, P.D. Kerbersihan

By: James E. Austin

Keywords: Wastes and Waste Processing; Business and Government Relations; Developing Countries and Economies; Environmental Sustainability; Indonesia

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Find at Harvard

August 1989 (Revised May 1991)
Case

Grosvenor Park

By: William J. Poorvu and Katherine Sweetman

Dick Dublin believes he has designed a townhouse development which will appeal to mobile young professionals. Dublin has removed some market risk by locking in a forward commitment for low interest rate loans for future purchasers at Grosvenor Park. The pricing... View Details

Keywords: Financial Management; Projects; Financing and Loans; Property; Financial Strategy; Price; Strategic Planning; Business and Government Relations; Real Estate Industry; Maryland

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June 1995
Teaching Note

Ben & Jerry's Homemade Ice Cream Inc.: Keeping the Mission(s) Alive TN

By: Richard E. Walton

Teaching Note for (9-392-025). View Details

Keywords: Value; Business Ventures; Creativity; Marketing; Business and Shareholder Relations; Policy; Business Growth and Maturation; Organizational Culture; Performance Effectiveness; Competency and Skills; Managerial Roles; Compensation and Benefits; Food and Beverage Industry

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21 Oct 2024
Research & Ideas

What Happens in Vegas Could Shape the Metaverse

somewhat faded from popular discourse amid advancements in artificial intelligence. However, in an article published recently in California Management Review, Wu and Clough say they believe it’s only a matter of time before the metaverse... View Details

Keywords: by Scott Nover; Computer; Information Technology

August 1999 (Revised October 2000)
Case

Millennium Media, Inc. and John Voorenberg

By: David A. Thomas

Millenium Media's CEO reviews the company diversity report and considers the challenges of maintaining a diverse workforce in light of the news that three individuals, two of whom are people of color, are leaving for opportunities with a competitor. View Details

Keywords: Diversity; Employee Relationship Management; Resignation and Termination; Retention; Leadership Style; Problems and Challenges; Competition

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