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Show Results For
- All HBS Web
(3,343)
- People (3)
- News (748)
- Research (2,182)
- Events (10)
- Multimedia (9)
- Faculty Publications (1,104)
- Research Summary
How to Manage Customers for Increased Profits and Customer Satisfaction
By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ... View Details
- April 2012 (Revised October 2013)
- Supplement
eBay, Inc. and Amazon.com (B)
By: Ramon Casadesus-Masanell and Anant Thaker
A decade after BusinessWeek declared the competitive battle between eBay, Inc., and Amazon.com "a defining moment for e-commerce," Amazon established itself as the leader. eBay must decide what strategy to use in order to regain the upper hand: maintain its current... View Details
Casadesus-Masanell, Ramon, and Anant Thaker. "eBay, Inc. and Amazon.com (B)." Harvard Business School Supplement 712-406, April 2012. (Revised October 2013.)
- 18 Nov 2022
- HBS Case
What Does It Take to Safeguard a Legacy in Asset Management?
Last year, the pioneering Black-owned global asset management firm Brown Capital Management found itself at a crossroads. The secret to its success had been a deliberately diverse hiring strategy, but with the looming retirement of its founder, safeguarding those... View Details
- June 2002
- Case
Southwest Airlines in Baltimore
By: Rogelio Oliva, Jody Hoffer Gittell and David Lane
The number of connecting passengers through Southwest Airlines' Baltimore station has grown 100% CAGR since 1997. Originally designed as a point-to-point network, this load of connecting passengers has been stressing Baltimore ground operations, resulting in an erosion... View Details
Keywords: Strategy; Growth Management; Air Transportation; Service Operations; Air Transportation Industry; Maryland
Oliva, Rogelio, Jody Hoffer Gittell, and David Lane. "Southwest Airlines in Baltimore." Harvard Business School Case 602-156, June 2002.
- January 2015 (Revised August 2016)
- Case
Chateau Pontet-Canet
By: Daniel Malter
This case discusses the situation of Chateau Pontet-Canet in early 2000. Alfred Tesseron was the director and son of the owner of Chateau Pontet-Canet, a red wine producing estate in Pauillac (Bordeaux, France) and member of the fifth class of the ancient grand cru... View Details
Keywords: Plant-Based Agribusiness; Alignment; Strategy; Competition; Food and Beverage Industry; France
Malter, Daniel. "Chateau Pontet-Canet." Harvard Business School Case 715-442, January 2015. (Revised August 2016.)
Juan Alcacer
Juan Alcacer is the James J. Hill Professor of Business Administration at Harvard Business School. He joined HBS in 2007 and has taught the required MBA strategy course, an elective on Global Strategy and PhD courses in Strategy and International Business. Within... View Details
- April 29, 2014
- Column
Corporate Reporting in the Big Data Era
By: George Serafeim
Advancements in information technology can improve corporate communication with shareholders, but not through incessant data dumps. Instead, companies will more likely be poised for continued success if they use digital platforms for long-term oriented engagement and... View Details
Keywords: Integrated Reporting; Big Data; Corporate Reporting; Sustainability; Corporate Social Responsibility; Corporate Governance; Accounting; Reporting; Organizational Change and Adaptation; Corporate Accountability; Analytics and Data Science; Information Technology; Communication; Financial Reporting; Business and Shareholder Relations
Serafeim, George. "Corporate Reporting in the Big Data Era." IIRC Blog (April 29, 2014).
- 2015
- Working Paper
Financial Patent Quality: Finance Patents After State Street
By: Josh Lerner, Andrew Speen, Mark Baker and Ann Leamon
In the past two decades, patents of inventions related to financial services ("finance patents"), as well as litigation around these patents, have surged. One of the repeated concerns voiced by academics and practitioners alike has been about the quality of these... View Details
Lerner, Josh, Andrew Speen, Mark Baker, and Ann Leamon. "Financial Patent Quality: Finance Patents After State Street." Harvard Business School Working Paper, No. 16-068, December 2015.
- Article
Earnings and Ratings at Google Answers
By: Benjamin Edelman
I analyze all questions and answers from the inception of the Google Answers service through November 2003, and I find notable trends in answerer behavior: more experienced answerers provide answers with the characteristics askers most value, receiving higher ratings... View Details
Keywords: Service Delivery; Opportunities; Behavior; Value; Jobs and Positions; Wages; Business Earnings
Edelman, Benjamin. "Earnings and Ratings at Google Answers." Economic Inquiry 50, no. 2 (April 2012): 309–320. (draft as first circulated in 2004.)
- May 2018
- Article
Effects of an Information Sharing System on Employee Creativity, Engagement, and Performance
By: Shelley Xin Li and Tatiana Sandino
Many service organizations rely on information sharing systems to boost employee creativity to meet customer needs. We conducted a field experiment in a retail chain, based on a registered report accepted by Journal of Accounting Research, to test whether an... View Details
Li, Shelley Xin, and Tatiana Sandino. "Effects of an Information Sharing System on Employee Creativity, Engagement, and Performance." Journal of Accounting Research 56, no. 2 (May 2018): 713–747.
- 17 Jan 2013
- News
Here, there and everywhere
- July 2014
- Case
Paramount Equipment, Inc.
By: Carliss Y. Baldwin and Wei Wang
Paramount Equipment, Inc., based in Fort Wayne, Indiana, is a large manufacturer of cranes and compact construction equipment, aerial work platforms, and food service equipment. Founded in 1987, Paramount now had manufacturing operations in 24 countries. However, it... View Details
Baldwin, Carliss Y., and Wei Wang. "Paramount Equipment, Inc." Harvard Business School Brief Case 914-557, July 2014.
Feng Zhu
Feng Zhu is the MBA Class of 1958 Professor of Business Administration at Harvard Business School, where he leads the Platform Lab within the Digital, Data, and Design Institute, co-chairs the Harvard Business Analytics Program, and serves as the course head for the... View Details
- Article
Buyer-Initiated vs. Seller-Initiated Information Revelation
Sales presentations are the core of the selling process where salespeople provide information to prospects. One challenge is that the amount of information available to be potentially communicated may exceed salespeople's ability to communicate or customers' ability to... View Details
- July 2004 (Revised January 2007)
- Case
H&R Block and "Everyday Financial Services"
By: Peter Tufano and Daniel Schneider
H&R Block, the U.S. market leader in tax preparation services, must decide whether to offer financial services to its low-income clients. H&R Block is facing increased competition from branded and nonbranded tax preparers, and the number of returns prepared by the... View Details
Keywords: Financial Management; Income; Taxation; Product Development; Financial Services Industry; United States
Tufano, Peter, and Daniel Schneider. H&R Block and "Everyday Financial Services". Harvard Business School Case 205-013, July 2004. (Revised January 2007.)
- January 2002 (Revised April 2004)
- Case
Chapter Enrichment Program Teams at the American Red Cross (A)
By: Jeffrey T. Polzer and Anita Williams Woolley
The American Red Cross has a system for structuring, staffing, and leading teams to review its local chapters. Mirroring professional services firms that use teams to serve clients, this system provides detailed guidelines to increase individual team member's... View Details
Polzer, Jeffrey T., and Anita Williams Woolley. "Chapter Enrichment Program Teams at the American Red Cross (A)." Harvard Business School Case 402-042, January 2002. (Revised April 2004.)
- July 2002 (Revised October 2002)
- Case
Taj Hotel Group
By: Thomas J. DeLong and Vineeta Vijayaraghavan
R.K. Krishna Kumar, managing director and head of Taj Hotel Group, has to decide whether to reexamine a promotion decision. In an attempt to deliver a level of service quality that met global standards at the Indian hotel chain, Kumar had introduced new personnel... View Details
Keywords: Decision Making; Human Resources; Leadership Development; Management Teams; Organizational Culture; Alignment; India
DeLong, Thomas J., and Vineeta Vijayaraghavan. "Taj Hotel Group." Harvard Business School Case 403-004, July 2002. (Revised October 2002.)
- 13 Oct 2015
- First Look
October 13, 2015
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 with one who is in the upper 10%... View Details
- April 2015 (Revised June 2020)
- Case
Comcast Corporation (A)
In March 2015, the U.S. television industry received a major wake-up call. HBO, a premium cable channel with over 30 million subscribers, had announced it would begin offering a standalone streaming service. This new service would allow customers to bypass the cable... View Details
Keywords: Cable Television; HBO; Industry Evolution; Television Entertainment; Disruption; Business Model; Competitive Strategy; Media and Broadcasting Industry
Gupta, Sunil, Henry McGee, Felix Oberholzer-Gee, and Margaret L. Rodriguez. "Comcast Corporation (A)." Harvard Business School Case 715-457, April 2015. (Revised June 2020.)
- 2015
- Working Paper
Discretion in Hiring
By: Mitchell Hoffman, Lisa B. Kahn and Danielle Li
Who should make hiring decisions? We propose an empirical test for assessing whether firms should rely on hard metrics such as job test scores or grant managers discretion in making hiring decisions. We implement our test in the context of the introduction of a... View Details
Hoffman, Mitchell, Lisa B. Kahn, and Danielle Li. "Discretion in Hiring." Harvard Business School Working Paper, No. 16-055, October 2015.