Employee Relationship Management - Publications - Faculty & Research

04 Nov 2022
News

How Bullying Manifests at Work - and How to Stop It

26 Nov 2021
News

Today’s CEOs Need Hands-On Digital Skills

06 Jul 2014
News

Now at the Movies: Fully Reclining Seats

01 Sep 2003
News

Incentives and Operational Excellence

Operational problems can be the cause of an organization’s demise. Often they can be traced to poor controls in interorganizational settings, according to HBS associate professor V.G. Narayanan, a specialist in measurement systems and incentives. Narayanan’s... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Retail Trade

June 1997 (Revised February 2000)
Case

Walker and Company: Profit Plan Decisions

By: Robert L. Simons and Ramsey Walker

Ramsey Walker, a second-year MBA student, must decide how to control a family business as an absentee owner. After providing background details on the publishing industry, the case requires the reader to: 1) make a product segmentation decision; 2) prepare a profit... View Details

Keywords: Organizational Structure; Family and Family Relationships; Market Design; Management Systems; Planning; Profit; Performance Evaluation; Segmentation; Corporate Strategy; Investment Return; Publishing Industry

Citation

Educators

Purchase

18 Aug 2020
Blog Post

4 Ways to Make Your Company Conversations Count

your employees can get onto a video conference from anywhere around the world. When sending invitations to your colleagues to participate, consider: Who is known as being an engaging speaker and great at building personal relationships?... View Details

Keywords: All Industries

Web

IT Strategy: HBS IT Website Provides Easier Access to News and Support | Information Technology

expertise from Marketing and Communications as part of the work being done to refresh all HBS websites through the Web Content Management System Program. The new platform brings standardization, consistency, and control for site owners.... View Details

01 Jun 1998
News

How the Ron Brown Award Was Born

leaders established a board that included McKinsey managing partner Rajat K. Gupta (MBA '73), whose firm provided a pro bono study of the issue. "When they realized the extent of our experience in such matters," Cavanagh says, "they asked... View Details

2021
Article

Les multinationales comme catégorie politique: les années formatrices (1970-1990)

By: Sabine Pitteloud

While multinationals are emblematic economic actors driving the current globalization process through the organization of production in global value chains, they appear to be important political actors as well. This article provides an historical perspective on such... View Details

Keywords: Multinational Corporation; Lobbying; Investor Protection; Multinational Firms and Management; Business and Government Relations; Governance

Citation

Register to Read

21 Aug 2012
First Look

First Look: August 21

management roles of management, audit committee and the external auditor. Purchase this case:http://hbr.org/search/113002-PDF-ENG How Much? (A) Clayton RoseHarvard Business School Case 313-004 The leader of a small business team must deal... View Details

Keywords: Sean Silverthorne

June 2008
Case

Rackspace Hosting in Late 2000

By: James L. Heskett and W. Earl Sasser

The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details

Keywords: Customer Focus and Relationships; Finance; Management Teams; Service Operations; Customer Ownership; Strategy

Citation

Educators

Purchase

1991
Chapter

Crafting a Winning Coalition: Negotiating a Regime to Control Global Warming

By: James K. Sebenius

Keywords: Alliances; Negotiation; Climate Change; Success; Environmental Sustainability

Citation

10 Aug 2022
News

Stop Offering Career Ladders. Start Offering Career Portfolios.

02 Mar 2021
News

Implementing Inclusive Policies Across a Global Organization

17 Jan 2017
First Look

First Look at New Research: January 17

studies of live dyadic conversations, we identify a robust and consistent relationship between question-asking and liking: people who ask more questions are better liked by their conversation partners. When people are instructed to ask... View Details

Keywords: Sean Silverthorne

September 2010 (Revised January 2012)
Case

Emergia: Driving Profitability on Help Desk Contracts

Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details

Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry

Citation

Educators

Purchase

01 Jun 2001
News

Q&A: Donna Dubinsky

all talent is welcome, regardless of gender. You’ve worked with Jeff Hawkins, the creator of the PalmPilot and Visor, for nearly ten years. What makes your working relationship so successful? We really complement each other. Jeff is... View Details

Keywords: Julia Hanna; PalmPilot; Apple; Telecommunications; Information

Web

2+2 Program | MBA

and technology. Employees within these companies engage with customers, create products and services, and manage staff.) Entrepreneurship (including founding an organization or joining an early-stage... View Details

01 Sep 2008
News

Faculty Books

Service Profit Chain to Work for Unbeatable Competitive Advantage by James L. Heskett, W. Earl Sasser, and Joe Wheeler (Harvard Business Press) The authors extend their earlier idea of a service-profit chain improving performance to customer and View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Real Estate