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Show Results For
- All HBS Web
(4,609)
- People (9)
- News (1,004)
- Research (2,887)
- Events (51)
- Multimedia (36)
- Faculty Publications (1,508)
- March 2006
- Background Note
Influencing Customer Behavior in Service Operations
By: Frances X. Frei and Amy C. Edmondson
Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details
Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry
Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006.
- June 2002 (Revised July 2002)
- Background Note
Government Games: Understanding the Role of Government In Business Strategy
Lays out a framework for understanding the impact of government on business strategy. Distinguishes between two major types of "games" that businesses play that involve government: value net games and public interest games. Highlights the multiple roles that government... View Details
Watkins, Michael D. "Government Games: Understanding the Role of Government In Business Strategy." Harvard Business School Background Note 902-222, June 2002. (Revised July 2002.)
- 18 Mar 2014
- News
Massachusetts' Hard Look at Hospital Mergers
- 03 Oct 2012
- News
Top-Level Leaders Have Less Stress Than Others
- October 2012
- Supplement
Vodafone's Position in the Wireless Telecom Industry in 2001
By: Juan Alcacer
Instructors may use the supplementary material "Vodafone's Position in the Wireless Telecom Industry in 2001" to demonstrate noticeable differences across countries in terms of: (1) WTP (suggested by the striking differences in ARPU); (2) payment methods (pre-paid vs.... View Details
Keywords: Telecommunications; Information Technology; Mobile and Wireless Technology; Telecommunications Industry; Japan
Alcacer, Juan. "Vodafone's Position in the Wireless Telecom Industry in 2001." Harvard Business School PowerPoint Supplement 713-437, October 2012.
- 22 Apr 2012
- News
The Pros and Cons of Hiring Outsiders
- 12 Nov 2010
- News
The Lab Rat: How to Take a Position of Power
- 21 Oct 2022
- News
Midwest loses trust in system, American Dream evaporates
- February 2003 (Revised March 2007)
- Case
Safe to Say at Prudential Financial
By: Amy C. Edmondson and Corey B. Hajim
The CEO initiated a cultural change process at Prudential Financial to support a major business reorientation. Prudential, historically a privately held ("mutual") insurance company, went public in 2001. The cultural change was intended to prepare the organization to... View Details
Keywords: Growth and Development Strategy; Risk and Uncertainty; Private Ownership; Going Public; Transformation; Organizational Culture
Edmondson, Amy C., and Corey B. Hajim. "Safe to Say at Prudential Financial." Harvard Business School Case 603-093, February 2003. (Revised March 2007.)
- August 2000
- Case
Project ACHIEVE - January 2000
By: H. Kent Bowen and Elizabeth Kind
Education services target public schools to assist the school with technology and services that will improve their communication with students, parents, and the community. There is also the goal of increasing scores of measured learning. How does a small company do... View Details
Keywords: Information Technology; Service Delivery; Learning; Interactive Communication; Measurement and Metrics; Performance Consistency; Business and Community Relations; Expansion; Technology Adoption; Education Industry
Bowen, H. Kent, and Elizabeth Kind. "Project ACHIEVE - January 2000." Harvard Business School Case 601-044, August 2000.
- 2012
- Working Paper
Clusters, Convergence, and Economic Performance
By: Mercedes Delgado, Michael E. Porter and Scott Stern
This paper evaluates the role of regional cluster composition in the economic performance of industries, clusters, and regions. On the one hand, diminishing returns to specialization in a location can result in a convergence effect: the growth rate of an industry... View Details
Delgado, Mercedes, Michael E. Porter, and Scott Stern. "Clusters, Convergence, and Economic Performance." NBER Working Paper Series, No. 18250, July 2012.
- October 2014 (Revised August 2018)
- Case
Caesars Entertainment
By: Janice H. Hammond and Aldo Sesia
This case describes the introduction of a regression analysis model for forecasting guest arrivals to Caesars Palace hotel in Las Vegas, Nevada. The company will use the forecast to staff the front desk in the hotel. The staff is unionized and the company has little... View Details
Keywords: Forecasting; Staffing; Gaming; Gaming Industry; Hotel Industry; Decision Making; Forecasting and Prediction; Human Resources; Selection and Staffing; Entertainment; Games, Gaming, and Gambling; Operations; Service Delivery; Service Operations; Accommodations Industry; Travel Industry; Tourism Industry; Food and Beverage Industry; Las Vegas
Hammond, Janice H., and Aldo Sesia. "Caesars Entertainment." Harvard Business School Case 615-031, October 2014. (Revised August 2018.)
- 19 Oct 2010
- Working Paper Summaries
The Impact of Supply Learning on Customer Demand: Model and Estimation Methodology
- 2010
- Working Paper
Trade Policy and Firm Boundaries
By: Laura Alfaro, Paola Conconi, Harald Fadinger and Andrew F. Newman
We study how trade policy affects firms' ownership structures. We embed an incomplete contracts model of vertical integration choices into a standard perfectly-competitive international trade framework. Integration decisions are driven by a trade-off between the... View Details
- March 1999
- Case
MySoftware Company (A)
By: H. Kent Bowen and Nicole Tempest
In 1997, Gregory Slayton took the position as CEO of MySoftware, which had been experiencing revenue and operating losses for the past two years. Within 90 days, he stabilized the company through a combination of cost cutting, financial discipline, and accountability... View Details
Keywords: Decisions; Cost Management; Profit; Employees; Growth and Development Strategy; Operations; Outcome or Result; Partners and Partnerships; Internet and the Web; Applications and Software; Information Technology Industry
Bowen, H. Kent, and Nicole Tempest. "MySoftware Company (A)." Harvard Business School Case 699-121, March 1999.
- 01 Nov 2010
- Research & Ideas
How IT Shapes Top-Down and Bottom-Up Decision Making
Technology on Firm Organization," a paper she cowrote with Nicholas Bloom of Stanford University and Luis Garicano and John Van Reenen of the Centre for Economic Performance, London School of Economics. "Technologies that make the acquisition of information... View Details
Keywords: by Carmen Nobel
- Web
Academic Programs | About
Certifications & Alumni Status All of our programs grant different levels of degrees or certifications and some, but not all, grant alumni status. We have created this guide for what each program confers and the benefits associated with... View Details
- 27 Sep 2013
- Working Paper Summaries
The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance
- 2025
- Chapter
Leapfrog Leaders: Accelerating Systems Leadership Skills
By: Laura Cabrera, Derek Cabrera and Hise O. Gibson
We need leaders who can execute at the Strategic, Operational, and Tactical (SOT) levels. But, research shows it takes time for skills to develop at all three levels—too much time. Why does it take too much time? First, because expertise is borne of experience. An... View Details
Keywords: DSRP; VCML; Strategy; Operations; Leadership Development; Decision Making; Organizational Structure
Cabrera, Laura, Derek Cabrera, and Hise O. Gibson. "Leapfrog Leaders: Accelerating Systems Leadership Skills." In The Routledge Handbook of Systems Thinking, edited by Derek Cabrera, Laura Cabrera, and Gordon Midgley. London: Routledge, forthcoming.