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- All HBS Web (564)
- Faculty Publications (43)
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- 15 Jan 2019
- First Look
New Research and Ideas, January 15, 2019
transform traditional industries such as banking, real estate, and healthcare. More recently, it has gained attention as a way to finance new ventures, through what is known as an Initial Coin Offering (ICO). Less noticed, though, is ICOs... View Details
Keywords: Dina Gerdeman
- 29 Aug 2017
- First Look
First Look at New Research and Ideas, August 29
highlighting the work performed by the government of an archetypal American town increased trust in government and support for government services. In Study 2, Boston residents who interacted with a website that visualized both View Details
Keywords: Sean Silverthorne
- 24 Feb 2022
- Op-Ed
Want to Prevent the Next Hospital Bed Crisis? Enlist the SEC
billing rule that hospitals had ignored, it imposed a tangle of new requirements and directed the US Department of Health and Human Services... View Details
- January 2010 (Revised February 2010)
- Case
IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion
This case illustrates the challenges associated with matching staffing levels with variable workload in retail stores and highlights how decisions related to staffing and scheduling affect operational performance and the quality of labor at the stores. The case... View Details
Keywords: Customer Satisfaction; Employees; Market Transactions; Service Delivery; Service Operations; Performance Improvement; Retail Industry
Ton, Zeynep. "IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion." Harvard Business School Case 610-051, January 2010. (Revised February 2010.)
- 18 Oct 2022
- Cold Call Podcast
Chewy.com’s Make-or-Break Logistics Dilemma
- 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.)
- 16 May 2011
- Research & Ideas
What Loyalty? High-End Customers are First to Flee
service quality are more or less immune from the high-end challenger. These findings suggest that before mounting a counterattack on a competitor's incursion, it's important to understand your customer... View Details
Keywords: by Julia Hanna
- February 1997 (Revised April 1998)
- Case
first direct (A)
Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly 700,000 customers throughout... View Details
Keywords: Service Delivery; Customer Satisfaction; Banks and Banking; Innovation and Invention; Banking Industry; United Kingdom
Rayport, Jeffrey F., and Dickson Louie. "first direct (A)." Harvard Business School Case 897-079, February 1997. (Revised April 1998.)
- 31 Mar 2023
- Research & Ideas
Can a ‘Basic Bundle’ of Health Insurance Cure Coverage Gaps and Spur Innovation?
and Active Labor Act of 1986 requires all emergency departments to address critical health needs regardless of the patient’s ability to pay. This informal coverage, the researchers write, is “disorganized,... View Details
- 26 Mar 2019
- First Look
New Research and Ideas, March 26, 2019
use biometric identification technology to improve the reliability of administrative information and deliver social services more efficiently. This paper exploits the random placement of biometric devices in... View Details
Keywords: Dina Gerdeman
- 28 Aug 2018
- First Look
New Research and Ideas, August 28, 2018
Breaks in Interaction Improve Collective Intelligence By: Bernstein, Ethan, Jesse Shore, and David Lazer Abstract— People influence each other when they interact to solve problems. Such social influence introduces both benefits (higher... View Details
Keywords: Dina Gerdeman
- 07 Aug 2018
- First Look
New Research and Ideas, August 8, 2018
redeploying anesthesiologists to duties that are more appropriate and reducing their unnecessary duties by 30%. Furthermore, the change in epidural placement location alone in 80% of cases reduced costs by 18%. These changes did not... View Details
Keywords: by Sean Silverthorne
- 05 Mar 2019
- First Look
New Research and Ideas, March 5, 2019
the existing 3PL may not be able to scale with Chewy’s projected growth or maintain the company’s performance standards for service quality and... View Details
Keywords: Dina Gerdeman
- 22 Jan 2019
- First Look
New Research and Ideas, January 22, 2019
institutions? The answer, the authors argue, is yes. The key lies in market-creating innovations: products and services that speak to unmet local needs, create local jobs, and... View Details
Keywords: Dina Gerdeman
- 18 Dec 2018
- First Look
New Research and Ideas, December 18, 2018
strategic change. The framework contributes by adding a meso lens to research on dynamic capabilities to help scholars better understand how learning that occurs in teams may support entrepreneurial managers in enacting their cognitive capabilities in View Details
Keywords: Dina Gerdeman
- 02 Apr 2019
- First Look
New Research and Ideas, April 2, 2019
contributions per year from France, creating social value by increasing the availability and quality of free and open source software. Estimates indicate this would have cost... View Details
Keywords: Dina Gerdeman
- 25 May 2016
- Research & Ideas
How Consumers and Businesses are Reshaping Public Health
healthcare services is taking place from Asia to Africa. In India, the Avarind Eye Hospital provides routine eye surgeries to the highest quality standards at perhaps a tenth... View Details
- 16 Jul 2020
- Research & Ideas
Restaurant Revolution: How the Industry Is Fighting to Stay Alive
treating their employees well is the best way for them to ensure that customers’ concerns about safety are front of mind in every aspect of service while maintaining high standards for hospitality.... View Details
- 12 Sep 2017
- First Look
First Look at New Research and Ideas, September 12, 2017
others—have become “hub firms” because they control access to billions of mobile customers coveted by all kinds of product and service providers. These hubs drive increasing returns to scale View Details
Keywords: Carmen Nobel
- 30 Nov 2016
- Op-Ed
Where Could More Regulation Help Small Businesses? Online Lending.
With Donald Trump’s election, Washington’s policy debate on financial services shifted overnight. Recent signs such as the president-elect’s own words and those of GOP leaders point to renewed efforts to... View Details