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  • 14 Apr 2015
  • First Look

First Look: April 14

considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi's... View Details
Keywords: Sean Silverthorne
  • 16 Jun 2020
  • Research & Ideas

Your Customers Have Changed. Here's How to Engage Them Again.

further forced changes to customers and hence firm-based behaviors. The outcome of customers’ health and fears has resulted not in a traditional recession but a “deaccession,” where supply and demand exist, but customer-access to products... View Details
Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Service; Service
  • 18 May 2022
  • Research & Ideas

Are Banks the ‘Bad Guys’? Overdraft Fees Are Crushing Low-Income Customers

bills, which are often more important, get paid first under the system. But banks also reap the rewards. In 2018, overdraft fees were $33 billion of bank revenue and two-thirds of deposit account fees earned by banks, say the researchers, citing Moebs View Details
Keywords: by Rachel Layne; Financial Services
  • Web

For Alumni - Doctoral

Prospective Student* Email of Prospective Student* Recommended PHD Program Accounting & Management Business Economics Health Policy (Management) Management Marketing Organizational Behavior Strategy Technology & Operations Management Why... View Details
  • 23 Jan 2024
  • Book

More Than Memes: NFTs Could Be the Next Gen Deed for a Digital World

encourage them to invest in growing, sharing, and enhancing the brand everywhere, both online and IRL. While writing this book, we tried to think of a title that properly encompassed what an NFT actually can “do.” We worked off the prompt, “What current products and... View Details
Keywords: by Dina Gerdeman; Financial Services; Financial Services; Financial Services
  • Web

HBS - The year in Review

administration, business economics, organizational behavior, and health policy management. During the Class Day ceremony the day prior, graduates, their guests, families, and friends honored five faculty with teaching awards and heard... View Details
  • Web

Technology & Innovation - Faculty & Research

data start-ups on the other—offering data-intensive, analytics-based services that could connect to any industrial device. So GE launched a multibillion-dollar initiative focused on what it calls the industrial internet: adding digital... View Details
  • Web

HBS - The year in Review

priority for HBS that cuts across all aspects of our work from teaching and scholarship to day-to-day operations. The School’s sustainability framework focuses on emissions and energy; campus operations; nature and ecosystems; health and... View Details
  • 07 May 2009
  • Working Paper Summaries

Broadening Focus: Spillovers and the Benefits of Specialization in the Hospital Industry

Keywords: by Jonathan R. Clark & Robert S. Huckman; Health
  • Research Summary

Research Summaries

Sameer's research examines the dynamics of social networks inside organizations and their consequences for individual attainment and organizational success.  His research encompasses three broad streams of activity.


Social Capital... View Details

  • June 2010 (Revised September 2010)
  • Case

athenahealth: Innovating in Response to a Crisis in Healthcare

When Jonathan Bush and his partner, Todd Park, realized that their revolutionary approach to delivering clinical care was being stymied by the inefficiencies in the healthcare system and insurance red tape, they turned their proprietary technology, athenaNet, to a new... View Details
Keywords: Entrepreneurship; Health Care and Treatment; Information Management; Innovation and Invention; Brands and Branding; Product Development; Health Industry; United States
Related
  • Web

Topics - HBS Working Knowledge

Government and Politics (455) Groups and Teams (37) Growth Management (12) Growth and Development Strategy (40) Growth and Development (16) Happiness (29) Health Care and Treatment (96) Health Disorders (3)... View Details
  • 15 Apr 2008
  • First Look

First Look: April 15, 2008

http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=808087 Two Brattle Center: A Mental-Health Clinic in Search of a Viable Operating Model Harvard Business School Case 408-103 Two Brattle Center (TBC) is a struggling for-profit private mental View Details
Keywords: Martha Lagace
  • Web

Research - Global

Research February 2025 Teaching Material Intenseye: Powering Workplace Health and Safety with AI (B) By: Michael W. Toffel , Shane Greenstein and Sadika El Hariri Intenseye used its $25 million series A funds to refine and expand its... View Details
  • Web

Leadership - Faculty & Research

revolutionize financial services in Latin America. Starting with a 14-person team and a prepaid card linked to a digital app, Ualá rapidly expanded into a comprehensive financial services platform. By early... View Details
  • July 2004 (Revised January 2005)
  • Case

Shouldice Hospital Limited (Abridged)

By: James L. Heskett and Roger H. Hallowell
A hospital specializing in hernia operations is considering whether and how to expand the reach of its services. View Details
Keywords: Expansion; Service Delivery; Service Operations; Health Care and Treatment; Business Strategy; Health Industry
Related
  • Web

FAQs - Doctoral

services to accomodate needs. If I participate in PRIMO, may I also get a grant or other award? Additional funding is not required, as a modest stipend will be provided. Does the Program pay for health... View Details
  • Web

Profiles - MBA

microadjustments in prescription -- this experience was pivotal in nurturing my interest in technology/business, especially in the health sector. I am currently working on a platform, ling.ai, to detect developmental language disorders... View Details
  • March 17, 2021
  • Other Article

Beyond Pajamas: Sizing Up the Pandemic Shopper

By: Ayelet Israeli, Eva Ascarza and Laura Castrillo
A first look at how the COVID-19 pandemic impacted e-commerce apparel shopping in the US and the UK. Extensive analysis and interactive graphics utilizing millions of transactions.
While the pandemic is still playing out, our preliminary investigations... View Details
Keywords: Retail; Retail Analytics; Consumer; Pandemic; COVID; COVID-19; Apparel; Ecommerce; Online Shopping; Online Apparel; Online Sales; Returns; CRM; Customer Retention; Customer Experience; Customer Value; Digital; Customer Focus and Relationships; Customers; Health Pandemics; Consumer Behavior; Customer Relationship Management; Internet and the Web; Behavior; E-commerce; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States; United Kingdom
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  • 24 Feb 2022
  • Op-Ed

Want to Prevent the Next Hospital Bed Crisis? Enlist the SEC

billing rule that hospitals had ignored, it imposed a tangle of new requirements and directed the US Department of Health and Human Services (HHS) to help prevent excess out-of-network charges. And consider... View Details
Keywords: by Regina Herzlinger and Richard Boxer; Health