Publications

18 Aug 2010
Working Paper Summaries

The Role of Organizational Scope and Governance in Strengthening Private Monitoring

Keywords: by Lamar Pierce & Michael W. Toffel

08 Jan 2025
News

Mapping Pain Points at the IRS

federal government. NASA sends people to space; the Federal Aviation Administration keeps air travel safe; the Department of Defense protects our country; the National Park Service cares for our natural and cultural resources—things we... View Details

Keywords: Jennifer Myers; IRS; customer service; government service; Executive, Legislative, and Other General Government Support; Executive, Legislative, and Other General Government Support

13 Jan 2014
Research & Ideas

How Government Can Restore the Faith of Citizens

Henry David Thoreau once said, "That government is best that governs least." Easy for him to say. Stuck out by himself at Walden Pond, he never had to deal with potholes on his morning commute or... View Details

Keywords: by Michael Blanding

11 Sep 2018
News

Bringing Government Up to Code

setting up their own digital service teams. That's a big win for us, and we're always trying to encourage people to take jobs in government and have government hire... View Details

August 1995 (Revised October 1996)
Case

IDS Financial Services (Condensed)

By: John A. Deighton

Highlights the decision that must be made on balancing customer acquisition and retention and de-emphasizing the structural issues involved in administering the independent contractor sales force. View Details

Keywords: Customers; Customer Focus and Relationships; Decisions; Corporate Governance; Salesforce Management; Financial Services Industry

March 2006
Background Note

Influencing Customer Behavior in Service Operations

By: Frances X. Frei and Amy C. Edmondson

Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details

Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry

01 Aug 2007
Op-Ed

Company Town: Fixing Corrupt Governments

and graft means that citizens are cheated out of a fair government that operates efficiently and in the public interest. It's time to consider a radical idea: Corporations and nonprofit groups, in addition to individuals, should be... View Details

Keywords: by Eric Werker

20 Dec 2018
News

Consumer Rating Algorithms Score Big with Businesses, Governments

13 Oct 2010
Research & Ideas

How Government can Discourage Private Sector Reliance on Short-Term Debt

sector's tilt toward short-term financing was merely the industry responding to a lack of available government debt instruments, such as short-term risk-free Treasuries, that were much in demand by investors during the global savings... View Details

Keywords: by Staff; Financial Services

04 Oct 2022
Cold Call Podcast

Cold Call: Corporate Governance and Growth Strategy at Capital SAFI

Keywords: Re: V.G. Narayanan; Financial Services

31 Aug 2020
Research & Ideas

State and Local Governments Peer Into the Pandemic Abyss

local governments can do nothing like that, which is a big problem at a time when the services provided by local governments are more critical than ever. ” Many View Details

Keywords: by Kristen Senz

01 Dec 2001
News

Corporate Governance Conference Addresses Global Challenges

In recent years, government and business leaders throughout the world have made governance issues a prime focus, as capital markets have increased their scrutiny of countries' and companies'... View Details

Keywords: Laura Singleton; Educational Services; Educational Services; Educational Services; Educational Services

11 Jan 2022
Cold Call Podcast

Can Entrepreneurs and Governments Team Up to Solve Big Problems?

Keywords: Re: Mitchell B. Weiss; Technology

29 Apr 2002
Research & Ideas

Star Power! How to Win in Professional Services

Limits To Leadership Being the chief executive of any company is a demanding job. Carrying out the responsibilities of a CEO in a professional service firm is exceptionally challenging because the position lacks the inherent power and... View Details

Keywords: by Jay W. Lorsch & Thomas J. Tierney

09 Mar 2015
Research & Ideas

Why Entrepreneurs Should Go Work for Government

"private-public entrepreneurs" who establish private businesses that sell to government agencies or sometimes to citizens directly. In Philadelphia, for example, Textizen enables citizens to communicate with city health and... View Details

Keywords: by Michael Blanding

October 2024
Case

EU's Digital Services Act and Digital Markets Act

By: David B. Yoffie and Sarah von Bargen

Since the early 2020s, the EU began passing regulations on digital platforms and their marketplaces. One of the first was the Digital Services Act package, consisting of the Digital Services Act (DSA) and the Digital Markets Act (DMA). These regulations were focused on... View Details

Keywords: Digital Platforms; E-commerce; Governing Rules, Regulations, and Reforms; Cybersecurity; European Union

August 1986 (Revised February 1991)
Supplement

Population Services International: The Social Marketing Project in Bangladesh, Video

By: V. Kasturi Rangan

Population Services International, a not-for-profit agency founded to promote family planning information and to market birth control products, had an agreement with the government of Bangladesh to conduct a social marketing program using modern marketing techniques to... View Details

Keywords: Social Marketing; Health; Advertising; Marketing; Nonprofit Organizations; Government and Politics; Agreements and Arrangements; Health Industry; Bangladesh