Publications

July 9, 2013
Article

Why Fights Erupt in Family Businesses

By: Josh Baron and Rob Lachenauer

Lack of boundaries and formal structure create potential for nasty (and lasting) disagreements. View Details

Keywords: Family Business; Conflict and Resolution; Organizational Structure

Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations

Research Summary

Overview

By: Rob Markey

Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details

Keywords: Customer Base Analysis; Customer Lifetime Value; Customer Experience; Customer Loyalty; Service Profit Chain; Management Accounting; Project Evaluation And Resource Allocation; Customer Value and Value Chain; Customer Satisfaction; Valuation; Customer Focus and Relationships

June 2013 (Revised June 2014)
Case

Valero Energy Corporation and Tight Oil

By: Richard H.K. Vietor, Eric Adamson, Aaron Byrd, Ned Chiverton, Mariko Meier and Rob Rain

Valero Energy, an incredibly successful US refiner, needs to make some decisions about tight oil. As production of light tight oil increases—from Eagle Ford, Bakken and elsewhere—Valero considers whether to add topping capacity to handle it, on top of its recent... View Details

Keywords: Petroleum; Oil ＆ Gas; Energy; Environment; Refining; Globalization; Tight Oil; Strategy; Natural Environment; Demand and Consumers; Supply and Industry; Policy; Energy Sources; Energy Industry; United States

Educators

17 Apr 2017
Research Event

The Most Pressing Issues for Platform Providers in the Sharing Economy

platform that connects pet owners with pet sitters and dog walkers; Rob Infantino, CEO and founder of OpenBay, which connects car owners with repair shops; Elsa Sze, founder and CEO of Agora, which facilitates online town hall meetings... View Details

Keywords: by Carmen Nobel; Service

11 Jun 2014
Research & Ideas

In the Future of Sports Investing, Media Is the Best Bet

to watch sports on the Web, having been weaned on the medium. In April, Causeway purchased a non-controlling stake in Street League Skateboarding, founded by professional skateboarder Rob Dyrdek in 2010, which features 25 challengers... View Details

Keywords: by Carmen Nobel; Sports; Financial Services

24 Aug 2010
First Look

First Look: August 24

comparison of the various approaches, with examples, and their pros and cons. Purchase this note:http://cb.hbsp.harvard.edu/cb/product/810145-PDF-ENG One Firm One Future at Davis Langdon (A) Robert G. Eccles and Kaitlyn A. SimpsonHarvard Business School Case 411-006... View Details

Keywords: Sean Silverthorne

27 Jan 2014
Research & Ideas

Family CEOs Spend Less Time at Work

family-owned businesses employ a family member as the CEO. Sam Walton founded and the Walton family still owns Wal-Mart Stores, Inc., for example, and the founder's son Rob Walton is chairman of the board, but the company's president and... View Details

Keywords: by Carmen Nobel

January–March 2025
Article

Transitioning from Responsible and Reactive to Deeply Responsible and Proactive International Business

By: Geoffrey G. Jones, Teresa da Silva Lopes, Pavida Pananond, Rob van Tulder, Noemi Sinkovics and Rudolf R. Sinkovics

This article aims to explore the role of multinational enterprises in addressing grand societal challenges, emphasizing the need for integrating environmental and social aspects into business models. It offers an analysis of how principles and values can guide engaged... View Details

Keywords: Corporate Social Responsibility and Impact; Business Model; Multinational Firms and Management

Find at Harvard

January–February 2020
Article

Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth

By: Rob Markey

Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.

Loyalty-leading companies operate differently. They create systems for... View Details

Keywords: Customer Experience; Customer Value; Customer Centric Initiative; Customer Focused Organization; Customer Lifetime Value; Customer Focus and Relationships; Customer Value and Value Chain; Operations; Business Strategy

March 18, 2014
Article

Family Businesses Must Set the Agenda (Without Micromanaging)

By: Josh Baron and Rob Lachenauer

This article discusses the role of owners in family businesses, using the story of Charles, who transformed his family's shipping business by taking ownership decisions. The article highlights that owners have the power to set goals, define performance metrics, hire... View Details

Keywords: Decisions; Family Ownership; Governing and Advisory Boards; Goals and Objectives

August 15, 2014
Article

Can an Outside CEO Run a Family-Owned Business?

By: Josh Baron and Rob Lachenauer

This article explores the intricate dynamics that often characterize family-owned businesses, shedding light on key archetypes that play prominent roles within these organizations. Using a narrative approach, the article illustrates the challenges faced by leaders... View Details

Keywords: Family Ownership; Personal Characteristics; Family and Family Relationships; Management Practices and Processes

December 3, 2014
Article

Family Businesses Need One Person to Conquer and Another One to Rule

By: Josh Baron and Rob Lachenauer

This article explores the different leadership styles needed in family businesses beyond the traditional "conqueror" archetype. While conquerors are growth-focused and hands-on, rulers are essential for managing complexity, focusing on governance, and addressing family... View Details

Keywords: Leadership Style; Family Business; Management Skills

January 15, 2015
Article

Surviving in a Family Business When You're Not Part of the Family

By: Josh Baron and Rob Lachenauer

Navigating office politics in a family-owned business can be challenging for non-family executives. Based on experience with various business families worldwide, this article offers strategies for success:

Play in your room: Non-family executives should... View Details

Keywords: Family Business; Family and Family Relationships; Employees; Problems and Challenges; Talent and Talent Management

July 19, 2021
Article

Do Most Family Businesses Really Fail by the Third Generation?

By: Josh Baron and Rob Lachenauer

Perhaps the most commonly-cited statistic about family businesses is their failure rates. Most articles or speeches about family businesses start with some version of the “three-generation rule,” which suggests that most don’t survive beyond three generations. But that... View Details

Keywords: Family Business; Success; Perception