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Show Results For
- All HBS Web
(434)
- People (1)
- News (155)
- Research (204)
- Events (2)
- Multimedia (4)
- Faculty Publications (90)
- 2012
- Book
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
By: Frances Frei and Anne Morriss
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the... View Details
Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012.
- Web
Women on Boards: How Lara Druyan and Ann Lucena Are Shaping the Future of Corporate Leadership - Blog: RGE Report
Ann Lucena Are Shaping the Future of Corporate Leadership Lex Schroeder Author tag Board Diversity As active members of Harvard Business School’s Board Diversity Network, Lara Druyan (MBA 1994) and Ann... View Details
- 15 May 2017
- Working Paper Summaries
Flexing the Frame: TMT Framing and the Adoption of Non-Incremental Innovations in Incumbent Firms
- 03 Nov 2014
- Working Paper Summaries
Adding Value Through Venture Capital in Latin America and the Caribbean
- 31 Jan 2022
- Research & Ideas
Where Can Digital Transformation Take You? Insights from 1,700 Leaders
to know their customers like never before. Rather than expecting customers to buy whatever a company sells, the most successful companies proactively anticipate and discover customers’ problems and desires and innovate accordingly. Because of the transparency afforded... View Details
- 22 Jan 2016
- Working Paper Summaries
Financial Patent Quality: Finance Patents After State Street
- 01 Jun 2005
- News
Transforming the IRS
For decades, the IRS judged employees’ performance by using narrow, unbalanced, and frequently perverse — but easily gathered — statistics that focused almost entirely on revenue coming from audit assessments and property seizures.... View Details
- July 2008
- Exercise
Information Use by Managers in Decision Making: A Team Exercise
By: Amy C. Edmondson and Ann Cullen
The purpose of this exercise is to explore the challenges of information collection and analysis. Students will, experientially, gain insights into how information is used and be exposed to a framework for identifying and evaluating information. In addition, the... View Details
Keywords: Competency and Skills; Decision Making; Knowledge Use and Leverage; Managerial Roles; Business Processes; Groups and Teams
Edmondson, Amy C., and Ann Cullen. "Information Use by Managers in Decision Making: A Team Exercise." Harvard Business School Exercise 609-027, July 2008.
- 23 Sep 2020
- News
Alumni Consider Election Reform; Clubs Explore Parenting by Case Method
(MBA 1967), and Herb Kaplan (MBA 1965) hope that energized reaction from the business community will turn into active engagement in fixing a decidedly broken electoral system. “Our political dysfunction is harming American competitiveness,” says Otten, adding that REN... View Details
Keywords: Margie Kelley
- August 2008
- Teaching Note
Information Use by Managers in Decision Making: A Team Exercise (TN)
By: Amy C. Edmondson and Ann Cullen
Teaching Note for [609028]. View Details
- 06 Oct 2023
- Book
Yes, You Can Radically Change Your Organization in One Week
The biggest, thorniest organizational problems can be solved in just one week, say Frances Frei and Anne Morriss, coauthors of the new book Move Fast and Fix Things. Armed with decision-making power and the right change-management... View Details
Keywords: by Kristen Senz
- 06 Sep 2007
- Working Paper Summaries
Why We Aren’t as Ethical as We Think We Are: A Temporal Explanation
- Article
Frame Flexibility: The Role of Cognitive and Emotional Framing in Innovation Adoption by Incumbent Firms
By: Ryan Raffaelli, Mary Ann Glynn and Michael Tushman
Why do incumbent firms frequently reject nonincremental innovations? Beyond technical, structural, or economic factors, we propose an additional factor: the degree of the top management team's (TMT) frame flexibility, i.e., their capability to cognitively expand an... View Details
Keywords: Innovation Adoption; Cognition; Framing; Emotional Resonance; Incumbent Inertia; Innovation and Invention; Technology Adoption; Organizational Change and Adaptation; Change Management
Raffaelli, Ryan, Mary Ann Glynn, and Michael Tushman. "Frame Flexibility: The Role of Cognitive and Emotional Framing in Innovation Adoption by Incumbent Firms." Strategic Management Journal 40, no. 7 (July 2019): 1013–1039.
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
revenue. HBS Professor Frances X. Frei and her colleagues Ann Evenson and Patrick T. Harker, both of The Wharton School at the University of Pennsylvania, have studied the use of call centers in this industry. In their working paper... View Details
- 23 Jan 2012
- Research & Ideas
Break Your Addiction to Service Heroes
In their new book, Uncommon Service: How to Win by Putting Customers at the Core of Your Business, coauthors Frances Frei and Anne Morriss maintain that it is possible for organizations to reduce costs while... View Details
- 01 Jun 2008
- News
Letters to the Editor
had no idea that it would become the most important class in my work as an Episcopal priest. I enrolled in seminary five years after graduation from HBS and discovered that real care for people was not taught nearly as well in seminary as it was View Details
- 12 Dec 2023
- Book
HBS Faculty Books of 2023: Find Happiness, Fix Things, and Fail Well
mobilize organizational change quickly, untangle digital strategy, and reflect on socially responsible leadership. Take a look back at some of the books by Harvard Business School faculty members that hit the market this year: Economic... View Details
Keywords: by Danielle Kost
- June 1992 (Revised September 1993)
- Case
Serendipity Software
Two partners, Anne Salpryn and Tom Hilliard, successfully develop a creative software company. While Anne becomes more managerially oriented, Tom wants to remain a software project creator. The partnership becomes jeopardized as Tom's personal life begins to fall apart... View Details
Keywords: Partners and Partnerships; Entrepreneurship; Software; Leadership Style; Gender Characteristics; Conflict and Resolution; Information Technology Industry
Barnes, Louis B. "Serendipity Software." Harvard Business School Case 493-001, June 1992. (Revised September 1993.)
- 04 Jun 2020
- Book
It’s Not About You: Why Leaders Need to Look Outward
Unapologetic Leader's Guide to Empowering Everyone Around You By Frances X. Frei and Anne Morriss The foundation of Leadership We think about trust as rare and precious, and yet it’s the basis for almost... View Details
Keywords: by Kristen Senz