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  • March 2009
  • Article

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
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  • 08 Sep 2021
  • Blog Post

Building the Bridge from Nonprofit to VC with Joshua Mbanusi (MBA 2021)

managers to unlearn their racial and gender bias; and later receiving a full-time impact investing offer from another fund. The Strategic Philanthropy Bridge Mbanusi knew that it wouldn’t be enough to make... View Details
  • 15 Dec 2003
  • Research & Ideas

The New Global Business Manager

still is at the heart of transnational management. But we also described a third strategic imperative, one that has become increasingly important in recent years. Today, global View Details
Keywords: by Cynthia Churchwell
  • 21 Feb 2005
  • Op-Ed

Is Business Management a Profession?

executives is to imply that business management itself is a profession—but is it? Sociologists who study the professions have employed a wide range of perspectives and criteria for determining what makes an... View Details
Keywords: by Rakesh Khurana, Nitin Nohria & Daniel Penrice
  • 10 Aug 2009
  • Research & Ideas

High Commitment, High Performance Management

people desperately need and want but often do not get in organizational life. To accomplish this, HCHP firms establish and institutionalize human resource management policies and practices that look fairly... View Details
Keywords: by Martha Lagace
  • 14 May 2009
  • Sharpening Your Skills

Sharpening Your Skills: Managing Teams

include: Team learning has value for organizations; learning in teams is seen as a key mechanism through which learning organizations become strategically and operationally adaptive and responsive. How the... View Details
Keywords: Re: Multiple Faculty
  • 01 Jun 2000
  • News

Managing the Map

Whitehead Institute is an independent, nonprofit research and teaching organization and one of the largest participants in the Human Genome Project through the Whitehead/MIT Center for Genome Research. Pratt... View Details
Keywords: Peter K. Jacobs
  • March 2007 (Revised April 2007)
  • Case

Micro Insurance Agency: Helping the Poor Manage Risk

By: Michael Chu and Jean Hazell
The notable success of insurance products for low-income clients of its microfinance network leads Opportunity International to launch the first global specialized microinsurance company, the Micro Insurance Agency (MIA). Building on the experience in 10 countries... View Details
Keywords: Developing Countries and Economies; Cost Management; Microfinance; Globalization; Growth and Development Strategy; Risk Management; Infrastructure; Nonprofit Organizations; Competition; Financial Services Industry; Africa; Asia; Latin America
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  • 26 Mar 2006
  • Research & Ideas

The Office of Strategy Management

and think in strategic terms are critical. They need good interpersonal skills since they must interact effectively and authoritatively with senior business units and functional heads. Project View Details
Keywords: by Martha Lagace
  • 17 Nov 2014
  • Lessons from the Classroom

Managing the Family Business: Are Optimists or Pessimists Better Leaders?

Editor's note: This is part of a series of occasional columns on managing the family business written by Senior Lecturer John A. Davis. Optimism and pessimism are strong, stable traits that reflect our coping strategies. We live View Details
  • 21 Nov 2023
  • Research & Ideas

Employee Negativity Is Like Wildfire. Manage It Before It Spreads.

narratives that reduce emotions,” Goldenberg says. “In this case, reappraisal is a good strategy.” Just like emotions, reappraisal is also contagious, so leaders don’t necessarily need to communicate their ideas to everyone in the... View Details
Keywords: by Kristen Senz
  • 30 May 2018
  • News

First “HBS Hacks” Event in San Francisco

  • 01 Jun 2005
  • News

Better than Cash

Somerville, Massachusetts, needed advice on how to make the nonprofit more cost-effective, he might have considered attending business school. But he didn’t have to. Harvard Business School came to him in... View Details
Keywords: Margie Kelley; CAP; HBS; nonprofits; Colleges, Universities, and Professional Schools; Educational Services; Social Assistance; Health, Social Assistance; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Personal Services
  • 13 Oct 2003
  • Research & Ideas

How to Pick Managers for Disruptive Growth

needed experiences and perspectives with the experiences on the resumes of the managers who led Pandesic. Despite their extraordinary track records in View Details
Keywords: by Michael Raynor
  • Video

Michael Brown-MPEG-4 _WMV 512Kbps

  • 19 Jan 2010
  • Sharpening Your Skills

Sharpening Your Skills: Managing the Economic Crisis

Perspectives from the Boardroom—2009 To understand what transpired in the boardrooms of complex companies during the financial crisis, and to offer a prescription to improve board effectiveness, eight senior... View Details
Keywords: by Staff
  • June 2016 (Revised April 2018)
  • Case

Boys & Girls Clubs of America: Driving Impact

By: V. Kasturi Rangan and Lisa C. Cox
With $1.8 billion in 2015 revenues, Boys & Girls Club of America had evolved over its 155-year-old history to occupy the lead position in the Youth Development space in the United States. Its new CEO Jim Clark had initiated yet another change process in 2015 to ensure... View Details
Keywords: Nonprofit Strategy; Planning Process; Transformative Impact; Nonprofit Organizations; Strategic Planning; Change Management; Growth Management
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  • 08 Aug 2011
  • Research & Ideas

The Death of the Global Manager

Brazilian-Lebanese who serves as chairman and CEO of the Japanese and French automakers Nissan and Renault.) Managers operating in a global environment obviously need a broad View Details
Keywords: by Julia Hanna
  • 01 Dec 1998
  • News

Managing the Business of Life

Middlebrooks, Gwen Shuster-Haynes, and John Weber in June 1983, while they were still MBA students. Checking in with them five years later, in June 1988, we discovered many... View Details
  • Web

Entrepreneurial Management Curriculum - Faculty & Research

Entrepreneurial Management Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students MBA Required Curriculum (FIRST YEAR) The Entrepreneurial Manager View Details