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  • 15 Aug 2016
  • Blog Post

Writing a Case as a Student at HBS

There is a lot to get used to during your first semester atHBS – attending class, making new friends, finding an internship, and doing homework again. While reading and preparing cases for each class may seem daunting and time-consuming at first, it becomes View Details
  • 2019
  • Working Paper

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
Related
  • Sep 2014
  • Survey

An Economy Doing Half Its Job

This report presents the findings of HBS' 2013–14 survey on U.S. competitiveness. It highlights a troubling divergence in the U.S. economy. Large and midsize firms have rallied strongly from the Great... View Details
  • March 2021
  • Article

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Service Operations; Customer Relationship Management; Customer Satisfaction; Performance
Related
  • 16 Nov 2016
  • Research & Ideas

Turning One Thousand Customers into One Million

maintained a culture of testing many features on its website and soliciting feedback from its most loyal and vocal customers. What the Airbnb team learned: If you provide a channel and listen, people will tell you what they want once. But to get that a View Details
Keywords: by Thales S. Teixeira and Michael Blanding; Retail; Transportation; Accommodations
  • 15 Feb 2022
  • Book

When Working Harder Doesn’t Work, Time to Reinvent Your Career

Decades ago, a talented young musician pursued his childhood dream of becoming the world’s greatest French horn player, studying with great teachers, attending music festivals, and always earning first chair. At 19, he dropped out of... View Details
Keywords: by Avery Forman
  • September 2018
  • Case

ProdEng: Services for Oil & Gas Extraction

By: Frank V. Cespedes, Maria Fernanda Miguel and Mariana Cal
ProdEng is a venture created as part of a PE fund and provides oil field services in Argentina. In 2016, an industry-wide unforeseen oil and gas demand slump drove ProdEng’s average service rates down by more than 37%, with EBITDA margins falling from 50% to 24% in the... View Details
Keywords: Pricing; Entrepreneurship; Sales; Marketing; Price; Strategy; Latin America; Argentina
Related
  • 25 Jul 2019
  • News

Are New Graduates Happier Making More Money or Having More Time?

  • June 2009 (Revised January 2011)
  • Case

Target Corporation: Ackman versus the Board

By: Krishna G. Palepu, Suraj Srinivasan and James Weber
After 15 years of great performance, Target's faltering performance during an economic downturn led an activist shareholder to initiate a proxy fight. Target Corporation, the second largest discount store retailer in the U.S., had competed successfully against industry... View Details
Keywords: Financial Crisis; Investment Activism; Governing and Advisory Boards; Business and Shareholder Relations; Business Strategy; Value; Retail Industry
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  • July 2019
  • Article

'Forward Flow': A New Measure to Quantify Free Thought and Predict Creativity

By: Kurt Gray, Stephen Anderson, Eric Evan Chen, John Michael Kelly, Michael S. Christian, John Patrick, Laura Huang, Yoed N. Kenett and Kevin Lewis
When the human mind is free to roam, its subjective experience is characterized by a continuously evolving stream of thought. Although there is a technique that captures people’s streams of free thought—free association—its utility for scientific research is undermined... View Details
Keywords: Cognition and Thinking; Creativity; Forecasting and Prediction
Related
  • Web

4 Things You Need to Know about Immersive FIELD Courses at HBS - MBA

Blog Blog MBA Voices Filter Results Arrow Down Arrow Up Read posts from Author Alumni Author Career and Professional Development Staff Author HBS Community Author HBS Faculty Author MBA Admissions Author MBA Students Topics Topics 1st Year (RC) 2+2 Program 2nd Year... View Details
  • Research Summary

Denial: Why Business Leaders Fail to Look Facts in the Face

By: Richard S. Tedlow
Richard S. Tedlow is currently working on a book concerning historical examples of outstanding businesspeople who faced daunting challenges.  The book is divided into two parts:  "Getting It Wrong" and "Getting It Right."  Many times,... View Details
  • Article

The Future of Economic, Business, and Social History

By: G. Jones, Marco H.D. van Leeuwen and Stephen Broadberry
Three leading scholars in the fields of business, economic, and social history review the current state of these disciplines and reflect on their future trajectory. Geoffrey Jones reviews the development of business history since its birth at the Harvard Business... View Details
Keywords: Economic History; Business History; History; Asia; Africa; Europe; Latin America; North and Central America
Related
  • 20 Oct 2015
  • Blog Post

What to Expect Your First Year at HBS

management.  Both of those expectations have turned out to be completely wrong. Now that I am entering my second year at HBS, I hope I can impart some of my knowledge and share what you can and can’t expect once you get here. The Expected... View Details
  • 18 Mar 2016
  • Blog Post

What is an IFC?

An IFC (Immersive Field Course) is a class for second year students where the vast majority of content consists of an on-the-ground assignment to learn about and advise on real problems. I enrolled in an IFC focused on building cities... View Details
  • 24 Jan 2005
  • Research & Ideas

Rethinking Activity-Based Costing

for time-driven ABC shows the customer service department's costs in the second quarter of operations. Here we assume that the department processes 51,000 customer orders, handles 1,150 inquiries, and performs 2,700 credit checks. The... View Details
Keywords: by Robert S. Kaplan & Steven R. Anderson
  • 06 Sep 2004
  • Research & Ideas

The Innovator’s Battle Plan

asymmetric battles often is the seemingly sudden end of a great firm. From the incumbent's perspective, every action it takes is rational. But the outcome is devastating. Disruption is the strategy that creates and capitalizes on... View Details
Keywords: by Clayton M. Christensen, Scott D. Anthony & Erik A. Roth

    Marco E. Tabellini

    Marco Tabellini is an assistant professor in the Business, Government, and International Economy unit and is affiliated with the National Bureau of Economic Research (NBER), the Center for Economic Policy Research (CEPR), the Centre for Research... View Details

    • 05 Mar 2019
    • Blog Post

    Part 2: Military Transition and the JD/MBA - The Path to Your Goals

    school at Harvard is not cheap.  The great news is that both HBS and HLS are exceptional at supporting veterans through the financial aid process.  Many veterans qualify for educational assistance programs through the VA.  HLS and HBS... View Details
    • Web

    African American Student Union Spotlight on Joint Degrees - MBA

    Blog Blog MBA Voices Filter Results Arrow Down Arrow Up Read posts from Author Alumni Author Career and Professional Development Staff Author HBS Community Author HBS Faculty Author MBA Admissions Author MBA Students Topics Topics 1st Year (RC) 2+2 Program 2nd Year... View Details