Publications

18 Nov 2015
News

Seven Books for Working Relationships

21 Apr 2008
Research & Ideas

The New Math of Customer Relationships

to have packaged and measured the relationships in a way that made sense to a lot of people. Q: Many companies approach creating a good customer experience as a discrete action: a customer satisfaction program, for example. But your books... View Details

Keywords: by Sean Silverthorne

October 1996
Background Note

Building Effective One-on-One Work Relationships

By: Linda A. Hill

Addresses how to build effective one-on-one work relationships. Spells out the importance of analyzing your network and understanding on whom you are dependent. Also provides some criteria for assessing the quality of your relationships. Finally, it discusses how to... View Details

Keywords: Performance Effectiveness; Quality; Networks; Conflict and Resolution

Purchase

September 1996 (Revised March 1999)
Background Note

Sustaining Superior Profits: Customer and Supplier Relationships

Explains relationships between asset specificity, holdup, and vertical integration. In particular, it emphasizes solutions to the holdup problem through vertical integration and contracting. View Details

Keywords: Competition; Vertical Integration

Purchase

July–August 2014
Article

Unlock the Mysteries of Your Customer Relationships

By: Jill Avery, Susan Fournier and John Wittenbraker

Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: people now expect companies... View Details

Keywords: Brand Management; CRM; Brands and Branding; Marketing; Marketing Strategy; Customer Focus and Relationships; Customer Relationship Management; Consumer Products Industry; Retail Industry; United States

1987
Chapter

The Development of Working Relationships

By: John J. Gabarro

Keywords: Working Conditions; Relationships

March 1985
Background Note

MNCs and Host Country Relationships

By: Christopher A. Bartlett

Keywords: Multinational Firms and Management

25 Jan 2018
Cold Call Podcast

One Love: Managing a Movement Against Relationship Violence

Keywords: Re: Thomas J. DeLong

The Value of Trading Relationships in Turbulent Times

Our recent work investigates dealers' trading behavior and pricing strategy in the corporate bond market to shed new light on the role of the network of existing relationships among dealers in shaping the transmission of risk and influencing market liquidity. We show... View Details

May–June 1972
Article

Ironing Out the New Relationships

By: Louis T Wells Jr and J. M. Stopford

Keywords: Relationships

Article

Valuing the Cause Marketing Relationship

By: John T. Gourville and V. Kasturi Rangan

Keywords: Marketing; Relationships; Value

1993
Article

Changing Relationships in the Concessions Process

By: Louis T Wells Jr

Keywords: Change; Relationships; Negotiation

19 Dec 2014
Research & Ideas

China’s Complicated Relationship With Mother Nature

Despite its name, the Great Wall of China began as a series of smaller, isolated defensive fortifications. Those structures grew and were later unified into the imposing structure that exists today. The Great Wall is a great metaphor for the Chinese economy. By... View Details

Keywords: Re: William C. Kirby; Manufacturing

October 1975 (Revised June 1983)
Background Note

Understanding Communications in One-To-One Relationships

By: John J. Gabarro

Introduces the concepts of assumptions, perceptions and feelings, and applies these concepts to the problem of understanding the behavior that takes place between people in relationships. The note discusses a particular interaction that takes place between two men in a... View Details

Keywords: Interpersonal Communication; Emotions; Behavior; Attitudes; Perspective; Relationships

Purchase

October 2009
Supplement

Don Soderquist: Negotiating the Wal-Mart-P&G Relationship (B)

By: James K. Sebenius and Ellen Knebel

This case follows the A case and describes the negotiations and strategic choices of Don Soderquist, who as Chief Operating Officer of Wal-Mart, helped to forge a major partnership with P&G in the 1980s and 1990s. The case chronicles the challenging barriers to success... View Details

Keywords: Negotiation Style; Partners and Partnerships; Leadership; Value Creation; Problems and Challenges; Distribution Channels; Distribution Industry