Publications

Yajun Cao is a doctoral student in Organizational Behavior (Micro) at Harvard Business School. His research focuses on emotion regulation, setbacks, and resilience, aiming to understand how individuals and groups bounce back and grow from negative events. He explores... View Details

09 Dec 2008
First Look

First Look: December 9, 2008

http://harvardbusinessonline.hbsp.harvard.edu/ b01/en/common/item_detail.jhtml?id=709004 Hrad Technika Harvard Business School Case 609-039 Examines a struggling IT outsourcing project from the perspective... View Details

Keywords: Martha Lagace

April 2011 (Revised May 2011)
Case

EMC2: Delivering Customer Centricity

By: Thomas Steenburgh and Jill Avery

This case introduces the concept of customer centricity and traces its development at EMC, the world's leading data storage hardware and information management software company. EMC's customers had historically relied on EMC salespeople to guide them through the... View Details

Keywords: Business Model; Interpersonal Communication; Customer Relationship Management; Knowledge Acquisition; Marketing Strategy; Organizational Change and Adaptation; Salesforce Management; Social and Collaborative Networks; Internet; Information Technology Industry

Iavor Bojinov is an Assistant Professor of Business Administration and the Richard Hodgson Fellow at Harvard Business School. He is the co-PI of the AI and Data Science Operations Lab and a faculty affiliate in the Department of Statistics at Harvard University and... View Details

24 May 2018
Blog Post

3 Ways to Get to Know HBS

An important part of the application process is figuring out which business school is right for you. We would love for you to get to know HBS, so we wanted to take the opportunity to outline our resources in... View Details

18 Feb 2016
News

Making Better Nations by Making a Better Way of Life

January 2024
Background Note

Making Strategic Choices

By: Jan W. Rivkin

This note lays out a process that students and business leaders can follow to make well-integrated sets of strategic choices. View Details

Keywords: Decision Choices and Conditions; Strategy

16 Jul 2018
News

Going to the Dogs

September 2020 (Revised February 2021)
Case

Zameer Kassam Fine Jewelry: Engaging Clients

By: Ryan W. Buell and Amy Klopfenstein

Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details

Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry

31 Mar 2008
HBS Case

JetBlue’s Valentine’s Day Crisis

of February 13, independent of this event. Do they think the elements of the structure and systems within the JetBlue operation are internally consistent with one another and externally consistent with the organization's overall business... View Details

Keywords: by Julia Hanna; Air Transportation

05 May 2003
Research & Ideas

How Bank of America Turned Branches into Service-Development Laboratories

Companies often use rigorous R&D processes to guide new product development, but are much less scientific when it comes to creating services. Not Bank of America, which has turned Atlanta-area branches into consumer laboratories.... View Details

Keywords: by Stefan Thomke; Banking; Financial Services

October 1996 (Revised April 1997)
Case

Vandelay Industries, Inc.

An ICS consultant considers issues at the start of a full-scale implementation of SAP software for a large client. The enterprise resource planning (ERP) software will integrate previously fragmented business processes and so must be supported by the entire client... View Details

Keywords: Change Management; Software; Business Processes; Information Technology Industry

Julie Battilana is the Joseph C. Wilson Professor of Business Administration in the Organizational Behavior unit at Harvard Business School and the Alan L. Gleitsman Professor of Social Innovation at Harvard Kennedy School, where she is also the founder and faculty... View Details

08 Jan 2021
Video

The HBS Case Method Defined

January 1997 (Revised December 1999)
Case

OXO International

By: H. Kent Bowen, Marilyn Matis and Sylvie Ryckebusch

OXO, a kitchen tools and gadgets company, was started by a businessman who had 30 years of experience in the housewares industry. With his wife and son as founders, he creates a new niche in the gadgets industry for high-end gourmet stores. The company has headquarters... View Details

Keywords: Entrepreneurship; Supply Chain Management; Production; Design; Ownership; Business Startups; Acquisition; Consumer Products Industry; Asia; New York (city, NY); Connecticut

July 2004 (Revised May 2009)
Case

Getting Participant-centered Learning to Work

By: Thomas R. Piper, James L. Heskett and Gustavo Herrero

The newly appointed dean of a South American business school is eager to transform the learning process from the traditional lecture method to one that actively engages students and contributes to the development of critical managerial skills, attitudes, and world... View Details

Keywords: Change Management; Transformation; Business Education; Leading Change; Business Processes; Organizational Change and Adaptation; Alliances; Education Industry; South America