Publications

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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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

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

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

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

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

30 May 2018
News

First “HBS Hacks” Event in San Francisco

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

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

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

Video

Michael Brown-MPEG-4 _WMV 512Kbps

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

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

August 2022
Case

Negotiating Peace in Colombia

By: Deepak Malhotra and Cody Smith

This case follows the protracted armed conflict between the Colombian government and the Revolutionary Armed Forces of Colombia (FARC), tracing it from its origins over 50 years ago, through the private and public negotiations that ultimately resulted in the 2016... View Details

Keywords: Conflict; Peace Process; Dispute Resolution; Protracted Conflicts; Peacemaking; Civil War; Negotiation; Leadership; Conflict and Resolution; Government Administration; Colombia

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

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