Publications

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1991
Article

Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

By: Leonard A. Schlesinger and Jeffrey Zornitsky

Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details

Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction

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10 Jun 2021
Blog Post

Managing Sustainable Advantage with Key ESG Cofounders, Anne-Marie Schoonbeek and Heleen van Poecke

that perspective to the next level,” she shared. Schoonbeek was also eager to gain more experience as an operator at a startup company to supplement her experience as a consultant working with large businesses. Specifically, she was drawn... View Details

21 Feb 2024
Blog Post

Hiring at HBS: How Summer Interns Make an Impact at Bridges Fund Management

Fund Management, HBS students are motivated to propel the success of those businesses. Meet Bridges Fund Management Founded in 2002, Bridges, the UK-based impact investing fund, is committed to building a more inclusive and sustainable... View Details

Keywords: Venture Capital / Private Equity

20 Feb 2025
Blog Post

IFC India 2025: Building Resilience - Mumbai’s Journey to Sustainable Water Management

resource management. Water resource management stands out as a critical priority, aiming to enhance water-use efficiency, implement sustainable flood management, and safeguard natural water bodies to mitigate climate-related stresses.... View Details

05 Oct 2010
News

Quality Management ISO 9001 - The Nuts and Bolts of ISO Certification

December 2019
Supplement

Mãe Terra and Unilever (B)

By: Lynn S. Paine, Ruth Costas and Mariana Cal

Unilever is making strides to integrate the operations of Mãe Terra—one of Brazil's leading brands for packaged organic foods—into its own structures, after acquiring the company in 2017. Mãe Terra’s CEO, Alexandre Borges, must decide whether to implement his original... View Details

Keywords: Brand Management; Sustainability; Mergers and Acquisitions; Mission and Purpose; Social Enterprise; Corporate Governance; Governing and Advisory Boards; Environmental Sustainability; Organizational Culture; Food and Beverage Industry; Agriculture and Agribusiness Industry; Brazil; Latin America

April 2019
Case

Boxed

By: Laura Huang, Andy Wu and Jiayi Bao

Boxed.com (“Boxed”) is an ambitious e-commerce retailer start-up, founded by visionary CEO Chieh Huang in 2013. From starting in Huang’s garage in 2013, to winning Emerging E-Retailer of the Year in 2016, to having 4 operational distribution centers in 2018, Boxed used... View Details

Keywords: Entrepreneurial Management; Business Startups; Leadership; Strategy; Success; E-commerce; Retail Industry

05 May 2000
Conference Presentation

Managing the Sources of Uncertainty: Matching Process and Context in New Product Development

By: Alan MacCormack and Roberto Verganti

Keywords: Product Development; Risk Management

1985
Chapter

Managing the New Product Development Process: How Japanese Companies Learn and Unlearn

By: Ken-ichi Imai, Ikujiro Nonaka and Hirotaka Takeuchi

Keywords: Product Development; Organizational Change and Adaptation; Japan

February 2017 (Revised September 2017)
Case

Akshaya Patra: Impact at Scale

By: V. Kasturi Rangan and Sarah Appleby

Akshaya Patra, an Indian NGO, had set an ambitious goal of serving 5 million free meals daily to India's schoolchildren. Founded in 2000, Akshaya Patra had thus far opened 25 high-capacity kitchens in 10 different States to provide a midday meal to nearly 1.65 million... View Details

Keywords: Scaling; Public-private Partnership; Operational Excellence; Nonprofit Scaling; Social Impact; Social Enterprise; Growth and Development Strategy; Business and Government Relations; Performance Effectiveness; Nonprofit Organizations; India

08 Jul 2021
Blog Post

Managing Sustainable Advantage with Key ESG Co-Founders, Anne-Marie Schoonbeek and Heleen van Poecke

elevates that perspective to the next level,” she shared. Schoonbeek was also eager to gain more experience as an operator at a startup company to supplement her experience as a consultant working with large businesses. Specifically, she... View Details

Keywords: Entrepreneurship; Technology

2011
Chapter

Consumers' Relationships with Brands

By: Susan Fournier and Jill Avery

This chapter presents a brand management paradigm based on the foundational principles of relationships. (1) Brand relationships are a means to an end: brand relationship managers must consider the whole person and understand how the brand adds meaning into people's... View Details

Keywords: Marketing; Brands; Brand Building; Brand Equity; Brand Management; Customer Relationship Management; CRM; Customer Focus and Relationships; Brands and Branding; Marketing Strategy; Consumer Products Industry

July 2018 (Revised June 2020)
Case

The Boston Cranberry Company

By: Alan MacCormack

This case describes the operations of a fictitious company that processes Cranberries. The case contains data that allows students to calculate the bottleneck stage in production, and to evaluate alternative investment options for increasing cranberry processing... View Details

Keywords: Process Analysis; Plant Management; Operations; Production; Management; Analysis; Performance Capacity; Investment

March 2013
Case

Robin Ash and Printzhof Press

By: Frank V. Cespedes and Lynda St. Clair

Robin Ash has just been promoted to Chief Operating Officer of Printzhof Press and Vice President of its parent company, Education and Entertainment Holdings, Inc. Her first objective is to create an action plan that will achieve two seemingly contradictory corporate... View Details

Keywords: United States; Organizational Change; Management Styles; General Management; Change Management; Morale; Communication; Human Resource Management; Book Publishing; Information Technology; Organizational Change and Adaptation; Conflict Management; Leading Change; Competitive Strategy; Organizational Culture; Planning; Education Industry; Publishing Industry

August 2016 (Revised July 2018)
Case

Accenture Human Capital Strategy

By: Paula A. Price, V.G. Narayanan and James Weber

Accenture is a leading global consulting, technology, and outsourcing company. It has clients and its own operations throughout the world. This case describes the human resources and related activities necessary to deliver its services to clients. It allows students to... View Details

Keywords: Management Consulting; Technology Consulting; Outsourcing; Human Resources; Activity Based Costing and Management; Management Practices and Processes

February 2017 (Revised November 2021)
Case

Digitalization at Siemens

By: David J. Collis and Tonia Junker

The case discusses the digitalization strategy of Siemens AG, a German-based company operating in manufacturing and electronics. The increasing impact of digital technologies on all of its business units had prompted CEO Joe Kaeser and his team to put digitalization at... View Details

Keywords: Company Management; Digital Technologies; Corporate Strategy; Competition; Information Technology; Information Infrastructure; Manufacturing Industry; Electronics Industry

21 May 2024
Blog Post

IFC India: From Trash to Treasure: Inside a Waste Management Site in Mumbai

amounts of recyclable plastic available in that huge stockpile is an operational marathon (1). Dalmia is doing this with a hub and spoke model, consisting of centralized sorting facilities (hubs) connected to various recycling facilities... View Details

2014
Case

Meizhou Dongpo Restaurant Group

By: F. Warren McFarlan, Weiku Wu and Jia Guo

Since the establishment of the first Meizhou Dongpo Restaurant in Beijing in 1996, Wang Gang and his wife Liang Di have opened more than 100 chain restaurants in China and foreign countries, and set up the group headquarters, logistics center, R&D center and central... View Details

Keywords: Internationalization; Management; Standardization; Strategy; Restaurants; China; China

2016
Book

Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

By: Elie Ofek, Eitan Muller and Barak Libai

This book bridges the gap between what academics know, and what innovation stakeholders—from managers, to investors, to analysts, to consumers—need to know about how new products and services are expected to perform in the marketplace. The book develops a compelling... View Details

Keywords: Innovation; Technology Diffusion; New Products; Customer Lifetime Value; Monetization Strategy; Social Influence; Innovation Adoption; Forecasting Demand; Commercialization; Marketing Strategy; Practice; Customer Value and Value Chain; Research; Innovation and Management; Technology Adoption; Forecasting and Prediction; Product Development

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