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- 01 Sep 2021
- What Do You Think?
Can We Train for Trust?
improvement in the average produced a 2.5 percent improvement in unit revenue, or $250,000 in added revenue per hotel. In spite of the economics, organizations apparently are doing a poor job of building positive employee experiences, whether through trust or other... View Details
Keywords: by James Heskett
- 04 Oct 2022
- What Do You Think?
Have Managers Underestimated the Need for Face-to-Face Contact?
to a rubber band that snaps back toward a somewhat constant middle ground even after pandemic-level disruptions. Here’s the argument as it applies to remote work or “work from anywhere”: Remote work, already common, was first required by... View Details
Keywords: by James Heskett
- 31 Jul 2017
- HBS Case
It’s Hard to Fix the Family Business Without Offending the Family
Foundation Professor Leonard A. Schlesinger, who coauthored the case, Pho Hoa Dorchester, with 2017 MBA students Michael Raiche and Roger Zhu. Pho Hoa and Pho Linh, a smaller restaurant located in Quincy, Massachusetts, are owned as... View Details
- 30 Jun 2021
- In Practice
The Harvard Business School Faculty Summer Reader 2021
years—so one can keep hoping! Karim Lakhani (@klakhani) is the Dorothy & Michael Hintze Professor of Business Administration and co-director of the Laboratory for Innovation Science at Harvard. George Serafeim: Capitalism and social... View Details
Keywords: by Kathryn Haviland
- 05 Jul 2021
- What Do You Think?
Do Companies Really Need Chief Experience Officers to Know Their Customers?
position: the chief experience officer or CXO." A knowledge of customer experiences can be invaluable in the design and distribution of a product or service. We were convinced of that by Joseph Pine and James Gilmore in their influential... View Details
Keywords: by James Heskett
- 04 Jul 2005
- What Do You Think?
How Can Business Schools Be Made More Relevant?
are not the skills that most doctoral candidates are asked to master as part of their training." Leonard Lane reinforces this view in saying that "Relevancy requires that the MBA-level instructor be a true practitioner-scholar... View Details
Keywords: by James Heskett
- 17 Jan 2008
- Research & Ideas
If Marketing Experts Ran Elections
in November. While 20 percent of U.S. adults are political junkies, the rest can't spare the time, don't think their vote will matter, see no important differences among the candidates, or are turned off by the electoral process and... View Details
Keywords: by John A. Quelch
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
- 28 Apr 2003
- Research & Ideas
Supply Chain Risk: Deal With It
Back in the early 1990s, managers of U.S. companies were justifiably proud of the well-oiled machines they'd made of their supply chains. Over the previous fifteen to twenty years, they'd wrung costs from the mechanisms and processes by... View Details
Keywords: by David Stauffer
- 04 Apr 2005
- What Do You Think?
Can an Organization’s “Deep Smarts” Be Preserved?
Summing Up This month's column appears to have struck a chord with those who lament the continuing loss of implicit knowledge buried inside the heads of experienced leaders (termed "deep smarts" by View Details
Keywords: by James Heskett
- 31 May 2017
- What Do You Think?
Can Amazon Do What Walmart Couldn’t, Stop the 'Wheel of Retailing'?
In 1997, a young entrepreneur visited a class at Harvard Business School taught by my colleague, Len Schlesinger. The class discussed a case based on the visitor’s fledgling online retailing company that had rapidly expanded sales to $100... View Details
- 01 Jun 2010
- Sharpening Your Skills
Sharpening Your Skills: Social Reporting
a marketing scholar Rangan is optimistic about strategic CSR efforts that provide value in communities and society. Key concepts include: Corporate social responsibility (CSR) means "activities undertaken by businesses that enhance... View Details
Keywords: by Staff
- 12 Oct 1999
- Research & Ideas
Bright Ideas: The Creative Power of Groups
Business School Press), a new book by HBS professor Dorothy Leonard and Professor Walter Swap of Tufts University. The authors not only disprove the stereotypical perception of... View Details
Keywords: by Laurie Joan Aron
- 30 Nov 2011
- Research & Ideas
Only Capitalists Can Save Capitalism
If capitalism was a stock, the market would appear rather bearish on its future. Bank failures, economic crises, and middle-class riots across the globe appear symptomatic of large systemic weaknesses in the market system, highlighted by... View Details
Keywords: by Maggie Starvish
- 30 Jun 2020
- Book
Capitalism Is More at Risk Than Ever
The book Capitalism at Risk first appeared in 2011. The problems it identified with social inequality, global trade strife, and environmental degradation have only accelerated by 2020. The new edition of Capitalism at Risk, subtitled How Business Can Lead, is expanded... View Details
Keywords: by Martha Lagace
- 17 Nov 2020
- In Practice
How Retailers Can Thrive in a Shopping Season Like No Other
retailers struggle to match supply with demand. Many e-retailers are urging consumers to “buy early” this holiday season, citing concerns about postal services and shipping. Given capacity constraints placed upon retail stores by many... View Details
- 23 Apr 2001
- Research & Ideas
Brand Power from Wedgwood to Dell: Part Two
and early 80s. Her son, Leonard Lauder, who has been instrumental in building and leading the company for more than 30 years, is the current chairman. So in making the transition from the garage to company headquarters, one very important... View Details
Keywords: by Martha Lagace
- 05 Aug 2015
- What Do You Think?
What Happened to the ‘Innovation, Disruption, Technology’ Dividend?
characterized those urging patience. As he put it, “The computer was created by Babbage in the 18th century We only started seeing the pervasive benefits from computing in the last 10-15 years. Today’s innovations will bring real... View Details
- 05 Apr 2021
- What Do You Think?
Why Can’t More Leaders Teach?
everyone is expected to give and take, teach and learn, during the discussions of issues in its classrooms. A book, Teaching by Heart: One Professor's Journey to Inspire, by Tom DeLong (pictured above), a... View Details
Keywords: by James Heskett
- 24 Jun 2002
- Research & Ideas
Building ’Brandtopias’—How Top Brands Tap into Society
successful brands do differently, he believes, is to target powerful ideological contradictions produced by society. Through popular culture, society paints a picture of its ideals: What is a successful person? What is the good life?... View Details
Keywords: by Martha Lagace