Publications

July 1994 (Revised January 1997)
Case

Steamboat Ski & Resort Corporation

By: Jeffrey F. Rayport

The largest ski resort in Colorado must determine how to select customer segments to focus its promotional and service-delivery efforts. Making segmentation work depends on reordering its pricing policy and "service packages." View Details

Keywords: Marketing Strategy; Service Delivery; Entertainment and Recreation Industry; Colorado

19 Aug 2021
Op-Ed

Don't Ignore Your Employees' Misery—TAKE Control

execution is paramount. Surveys should be short and focus on a few key points to encourage employee engagement. To promote the most candid dialogues, an organization should segment members by seniority View Details

Keywords: by Hise O. Gibson and MaShon Wilson

01 Dec 2018
News

Sustaining Business And Society For The Long Term

partnerships, values-driven leadership, fi duciary duties, and the blurring of lines between government and business. Three cases focus on issues encountered by Unilever—one of... View Details

October 1993
Article

Developer-user Interaction and User Satisfaction in Internal Technology Transfer

By: D. A. Leonard-Barton and D. Sinha

Keywords: Relationships; Information Technology; Communication; Customer Satisfaction

Find at Harvard

02 Mar 2020
What Do You Think?

Are Candor, Humility, and Trust Making a Comeback?

how many customers are sold but by how many are served ” Doing so, he continued, requires business leaders to commit to operating within a set of principles that include honest, transparency, humility, and... View Details

Keywords: by James Heskett

01 Dec 2019
News

Shaping Leaders Who Understand Business and the Environment

Administration. Serafeim teaches Reimagining Capitalism: Business and Big Problems, one of several electives in the MBA Program that focus on environmental and social... View Details

Keywords: April White

27 Jun 2017
First Look

First Look at New Research and Ideas, June 27

relationship between green business and governments. The struggles of entrepreneurial pioneers have rarely proved profitable, as they were forced to compete with conventional businesses that ignored negative... View Details

Keywords: Sean Silverthorne

20 Jun 2011
Lessons from the Classroom

Fame, Faith, and Social Activism: Business Lessons from Bono

(about Martin Luther King Jr.). Savvy From The Start U2's business savvy in the earliest days serves as a lesson for any MBA student. In an industry notorious for its focus on short-term hits and for taking... View Details

Keywords: by Kim Girard; Entertainment & Recreation

16 May 2017
First Look

First Look at New Ideas and Research, May 16

Performance By: Li, Shelley Xin, and Tatiana Sandino Abstract—Many service organizations empower frontline employees to experiment with different ways to meet diverse customer needs across different... View Details

Keywords: Re: Multiple Faculty

27 Nov 2000
Research & Ideas

The Dynamics of Standing Still: Firestone Tire & Rubber and the Radial Revolution

enhanced its relationships with established customers and employees. Ford and General Motors provided the initial impetus for radials when they... View Details

Keywords: by Donald N. Sull; Manufacturing; Transportation

29 Oct 2019
Blog Post

Merging the Worlds of Finance, Investing, and Environmental Impact

more finance-heavy as a result. Acquiring that knowledge was one of my functional goals—and I achieved that—but the relationships I built at HBS, including with my wife, Leadership Now founder Daniella Ballou-Aares (MBA 2001), have had... View Details

June 1998 (Revised September 1998)
Case

Case for Brand Loyalty, A

Brand loyalty is one of the core concepts of the marketing discipline that has enjoyed practical and academic attention for over 75 years. The era of relationship marketing, with its focus on retaining customers for life, has instilled yet greater interest in the... View Details

Keywords: Consumer Behavior; Brands and Branding

14 Apr 2014
Research & Ideas

Difficulties for Women Bridging Racial, Generational, and Global Divides

ethnicity. This was the theme of the second annual Gender and Work Symposium, Relationships Among Women: Bridging Racial, Generational, and Global Divides, held April 3 View Details

Keywords: by Carmen Nobel

01 Jun 2024
News

Decoding the Promise and Perils of Generative AI

ChatGPT burst into the public consciousness on November 30, 2022. Within two months, the generative artificial intelligence (GenAI) software, which leverages a large language model (LLM) to produce human-like, text-based conversations, had reached an estimated 100... View Details

Keywords: April White

Web

The Canton Trade and The Hong Merchants System - A Chronicle of the China Trade

issued by the Chinese government, the hong merchants enjoyed considerable power. All foreign trade was required to be channeled through them. They purchased most of the imports, arranged for exports back to America, and made sure... View Details

June 2008
Case

Rackspace Hosting in Late 2000

By: James L. Heskett and W. Earl Sasser

The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details

Keywords: Customer Focus and Relationships; Finance; Management Teams; Service Operations; Customer Ownership; Strategy