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Show Results For
- All HBS Web
(2,275)
- People (9)
- News (790)
- Research (733)
- Events (4)
- Multimedia (7)
- Faculty Publications (458)
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- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology
Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
- 02 Apr 2015
- Research & Ideas
Digital Initiative Summit: The Business of Crowdsourcing
Boston predict which places might be violating public health regulations. And it is working with an education nonprofit in Watertown, Mass., Education Resource Strategies, to study how school districts spend... View Details
Keywords: by Dina Gerdeman
- 14 Nov 2006
- First Look
First Look: November 14, 2006
Working PapersThe Business of Free Software: Enterprise Incentives, Investment, and Motivation in the Open Source Community Authors:Marco Iansiti and Gregory L. Richards Abstract In this paper, we examine the motivations of large information View Details
Keywords: Sean Silverthorne
- 14 Sep 2016
- Research & Ideas
Web Surfers Have a Schedule and Stick to It
percent penetration) skews to high income, high education households. However, those users don’t spend as much time online as lower educated, lower income households, making the window for catching the attention of the affluent even... View Details
- 05 Oct 2016
- What Do You Think?
Can the US Economy Regain the Growth and Prosperity of the Past?
transportation innovations, to name just a few Political headwinds that prevent us from realizing our full potential from new technologies Reviewing Gordon’s arguments, I couldn’t help recalling the comment, “everything that can be... View Details
Keywords: by James Heskett
- 05 Jun 2018
- First Look
New Research and Ideas, June 5, 2018
High-skilled immigrants represent an increasing share of the U.S. workforce, particularly in science and engineering fields. These immigrants affect economic growth, patterns of trade, education choices, and the earnings of workers with... View Details
Keywords: Dina Gerdeman
- 02 May 2012
- What Do You Think?
Can the “Leadership Industry” Fulfill Its Promise?
subject of leadership as part of her contribution to the industry. "Teaching how to lead is where the money is," she reminds us. Kellerman hypothesizes that leadership is a process involving leaders and followers functioning in a context of societal, legal,... View Details
Keywords: by Jim Heskett
- 19 Dec 2017
- First Look
New Research and Ideas, December 19, 2017
working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=53636 Scale versus Scope in the Diffusion of New Technology: Evidence from the Farm Tractor By: Gross, Daniel P. Abstract—Using the farm tractor as a case study, I show that lags in View Details
Keywords: Carmen Nobel
- 05 Jul 2004
- What Do You Think?
Work-Life: Is Productivity in the Balance?
in that country. And James Trantham commented that "I noticed while traveling and working in countries in both Eastern and Western Europe ... that this debate is everywhere." To what degree has technology changed all of this... View Details
Keywords: by James Heskett
- 13 Feb 2018
- First Look
New Research and Ideas, February 13, 2018
2018 Pearson Education Horngren's Cost Accounting: A Managerial Emphasis By: Datar, Srikant M., and Madhav Rajan Abstract—Horngren’s Cost Accounting defines the cost accounting market and continues to innovate today by consistently... View Details
Keywords: Sean Silverthorne
- 01 Aug 2017
- First Look
First Look at New Research and Ideas, August 1
information and communication technology and falling trade barriers have led firms to retain within their boundaries and in their domestic economies only a subset of their production stages. A key decision facing firms worldwide is the... View Details
Keywords: Sean Silverthorne
- 30 Sep 2014
- First Look
First Look: September 30
production decisions. We find that insurance provision induces farmers to shift production towards higher-return but higher-risk cash crops, particularly among educated farmers. Our results support the view that financial innovation can... View Details
Keywords: Sean Silverthorne
- 24 Jul 2013
- Op-Ed
Detroit Files for Bankruptcy: HBS Faculty Weigh In
are steps that major players working together in metropolitan areas can do to save their cities: When it comes to the elements of soft infrastructure such as education and healthcare, it's essential to create an environment for capital,... View Details
- 19 Oct 2015
- Research & Ideas
Business Research that Makes for Smarter Public Policy
research to help address. EPA senior attorney-advisor Jon Silberman says he attended with potential research questions related to the agency’s Next Generation Compliance initiative, which aims to take advantage of new tools and approaches, such as advanced emissions... View Details
Keywords: by Michael Blanding
- 28 Sep 2015
- Research & Ideas
Six Lessons from Mobile Money Ventures in Developing Countries
prospective operators—and perhaps entrepreneurs in other industries as well—take an educated shot at developing a winning service. He outlined his advice in a July working paper, Mobile Money Services—Design and Development for Financial... View Details
- 01 Sep 2015
- First Look
First Look -- September 1, 2015
(TDABC) is an innovative costing tool in healthcare that can be used to directly compare the true cost of competing technologies over the full care cycle. Rather than only comparing therapeutic effectiveness over a limited number of... View Details
Keywords: Sean Silverthorne
- 21 Feb 2012
- First Look
First Look: Feb. 21
such as performance-based promotion. Big BRICs, Weak Foundations: The Beginning of Public Elementary Education in Brazil, Russia, India, and China Authors:Latika Chaudhary, Aldo Musacchio, Steven Nafziger, and Se Yan... View Details
Keywords: Sean Silverthorne
- 08 Feb 2011
- First Look
First Look: Feb. 8
significantly enriched. We then discuss several applications related to online and brick-and-mortar intermediaries. American Exceptionalism?: A Comparative Analysis of the Origins and Trajectory of U.S. Business Education Development... View Details
Keywords: Sean Silverthorne
- 24 Oct 2006
- First Look
First Look: October 24, 2006
savings, or fertility behavior in African nations. However we do find weak evidence that AIDS has lead to a slow-down in education gains, as measured by youth literacy, and a rise in poverty, as measured by malnutrition. Download working... View Details
Keywords: Sean Silverthorne
- 15 Nov 2012
- Research & Ideas
Funding the Design of Livable Cities
sustainability. “Private investors will need to fund not only real estate development, but also the supporting urban infrastructure systems” In his multiple roles as a member of the HBS faculty teaching courses in Real Estate Development and Executive View Details