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- All HBS Web
(3,699)
- People (2)
- News (710)
- Research (2,365)
- Events (26)
- Multimedia (18)
- Faculty Publications (946)
- 2014
- Chapter
Customer Experience and Service Design
By: Uday S. Karmarkar and Uma R. Karmarkar
While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the... View Details
Keywords: Service Design; Service Management; Product Design; Service Operations; Customer Satisfaction; Service Industry
Karmarkar, Uday S., and Uma R. Karmarkar. "Customer Experience and Service Design." Chap. 7 in Managing Consumer Services: Factory or Theater? edited by Enzo Baglieri and Uday Karmarkar, 109–130. Springer, 2014.
- February 1996
- Case
Chadwick, Inc.: The Balanced Scorecard (Abridged)
By: Robert S. Kaplan
The pharmaceutical division of a diversified company has been asked to develop a Balanced Scorecard. Research and development projects take about ten years to bring a new product to the marketplace and the division depends on good relations and active feedback from its... View Details
Keywords: Balanced Scorecard; Research and Development; Product Launch; Commercialization; Consumer Behavior; Customer Focus and Relationships; Performance Evaluation; Pharmaceutical Industry
Kaplan, Robert S. "Chadwick, Inc.: The Balanced Scorecard (Abridged)." Harvard Business School Case 196-124, February 1996.
- 21 Nov 2022
- Research & Ideas
Buy Now, Pay Later: How Retail's Hot Feature Hurts Low-Income Shoppers
Online shopping features that let consumers pay for goods in interest-free installments exploded during the pandemic, but new research questions the riskiness of such services: Are people getting in over their heads? Buy now, pay later... View Details
- November–December 2020
- Article
Our Work-from-Anywhere Future
By: Prithwiraj Choudhury
The pandemic has hastened a rise in remote working for knowledge-based organizations. This has notable benefits: Companies can save on real estate costs, hire and utilize talent globally, mitigate immigration issues, and experience productivity gains, while workers can... View Details
Keywords: Remote Work; Best Practices; Employment; Health Pandemics; Geographic Location; Opportunities; Problems and Challenges
Choudhury, Prithwiraj. "Our Work-from-Anywhere Future." Harvard Business Review 98, no. 6 (November–December 2020).
- 12 Dec 2023
- Research & Ideas
COVID Tested Global Supply Chains. Here’s How They’ve Adapted
addition, there has also been some very preliminary evidence of reshoring amid plans to boost semiconductor manufacturing in the US, says Alfaro, whose research shows that worker headcounts in that space rose by 1.9 percent in the US... View Details
Keywords: by Scott Van Voorhis
- 01 Nov 2016
- First Look
First Look - November 1, 2016
Association for Consumer Research The Functional Alibi By: Keinan, Anat, Ran Kivetz, and Oded Netzer Abstract—Spending money on hedonic luxuries often seems wasteful, irrational, and even immoral. We propose that adding a small... View Details
Keywords: Sean Silverthorne
- 12 Sep 2023
- Research & Ideas
How Can Financial Advisors Thrive in Shifting Markets? Diversify, Diversify, Diversify
How can financial planners expand their businesses as their core population ages and young investors flirt with novel financial products like cryptocurrency? The most profitable path forward is to follow the very advice they often give... View Details
- 06 Jun 2021
- News
Did You Know? Rainy Days Are Great For Your Productivity, Says Study
- 10 Feb 2021
- Research & Ideas
Has #MeToo Changed How Hollywood Hires?
writers with female writers with similar experience levels. When women are the decision makers Since production teams with female producers are doing most of that hiring of other women, the research points... View Details
- 19 Oct 2010
- First Look
First Look: October 19, 2010
suggest that helping others leads to higher levels of happiness, the existing evidence only weakly supports this causal claim: research in psychology, economics, and neuroscience exploring the benefits of charitable giving has been... View Details
Keywords: Sean Silverthorne
- January 1993 (Revised April 1993)
- Case
Chadwick, Inc.: The Balanced Scorecard
By: Robert S. Kaplan
The pharmaceutical division of a diversified company has been asked to develop a Balanced Scorecard. Research and development projects take about ten years to bring a new product to the marketplace and the division depends on good relations and active feedback from its... View Details
Keywords: Balanced Scorecard; Performance Evaluation; Customer Relationship Management; Goals and Objectives; Customer Satisfaction; Research and Development; Marketplace Matching; Financial Condition; Product Launch; Pharmaceutical Industry
Kaplan, Robert S. "Chadwick, Inc.: The Balanced Scorecard." Harvard Business School Case 193-091, January 1993. (Revised April 1993.)
- 16 Aug 2004
- Research & Ideas
Luxury Isn’t What It Used to Be
refreshing their product lines and extending their brand to more affordable items. Pressure to innovate is intense, says HBS professor Nancy F. Koehn, a business historian and author of Brand New: How Entrepreneurs Earned Consumers' Trust... View Details
- 26 Mar 2012
- News
What Neuroscience Tells Us About Consumer Desire
- 29 Aug 2005
- Research & Ideas
How Organizations Create Social Value
Success in Social Enterprise," ending August 1. This two-year study was the second carried out by SEKN since it was founded in 2001 as a research partnership between HBS and leading business schools in Latin America and Spain. SEKN's... View Details
Keywords: by Manda Salls
Robert H. Hayes
Robert Hayes is the Philip Caldwell Professor of Business Administration, Emeritus, at the Harvard Business School. Prior to his appointment to the Harvard Faculty in 1966, he worked for I.B.M. and McKinsey & Company. He received his Ph.D. degree in 1966 from... View Details
- 09 Dec 2002
- Research & Ideas
Unilever—A Case Study
organizational complexity was compounded by Unilever's wide portfolio of products and by the changes in these products over time. Edible fats, such as margarine, and soap and detergents were the historical... View Details
- 15 May 2015
- Research & Ideas
Kids Benefit From Having a Working Mom
conducted the study with Mayra Ruiz Castro, a researcher at HBS, and Elizabeth Long Lingo, an embedded practitioner at Mt. Holyoke College. McGinn's previous research, with Katherine Milkman of Wharton Business School, found that female... View Details
Keywords: by Carmen Nobel
- Research Summary
Sustainability, Real Estate and the Built Environment
By: John D. Macomber
Research interests include:
- Real estate development, design, and construction, notably how design creates value;
- Sustainable cities, in particular entrepreneurship and project finance in light of global trends in urbanization and resource... View Details
- 16 Jul 2020
- Research & Ideas
Restaurant Revolution: How the Industry Is Fighting to Stay Alive
However, we also heard that restaurateurs remained steadfastly committed to their goal of nurturing and nourishing people, providing a place of succor and community in a strange new world. Our conversations with the panel and our field View Details