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- Faculty Publications (13)
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- All HBS Web (175)
- Faculty Publications (13)
- 03 May 2016
- First Look
First Look, May 3, 2016
2016 Berrett-Koehler Publishers Building the Future: Big Teaming for Audacious Innovation By: Edmondson, Amy C., and Susan Salter Reynolds Abstract—Machiavelli famously wrote, "There is nothing more difficult to take in hand, more... View Details
Keywords: Sean Silverthorne
- 2018
- Article
Service Operations: What's Next?
By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel.... View Details
Field, Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie J. Zhang. "Service Operations: What's Next?" Journal of Service Management 29, no. 1 (2018): 55–97.
- Web
Technology & Operations Management - Faculty & Research
engineering, product and process development and production of goods and services within individual operating units; the networks of information and material flows that tie operating units together and the systems that support these... View Details
- 2012
- Chapter
Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM
By: Jill Avery and Susan Fournier
With incidences in the 20%–25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their customer portfolios. This chapter traces the relationship trajectory of a 30-year customer of Filene's... View Details
Keywords: Brands; Brand Management; CRM; Customer Relationship Management; Customer Focus and Relationships; Customers; Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Consumer Products Industry
Avery, Jill, and Susan Fournier. "Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM." In Consumer-Brand Relationships: Theory and Practice, edited by Susan Fournier, Michael Breazeale, and Marc Fetscherin, 301–316. Routledge, 2012. (Paperback edition published in 2013.)
- 02 May 2023
- What Do You Think?
How Should Artificial Intelligence Be Regulated—if at All?
Do you want learning based on all the information, good and bad, in the world? Or should some sources be banned? And how about output? Should certain uses of the output be limited? Should disclaimers as to the accuracy of work based on AI... View Details
- Web
Business History - Faculty & Research
court held that the legislature could not prescribe mandatory wage contracts for legally competent workingmen. The decision quashed over two decades of efforts to end the "truck system." Although legislators had agreed that wage payments redeemable only in company... View Details
- 24 Apr 2018
- Op-Ed
Op-Ed: What Mark Zuckerberg Can Learn About Crisis Leadership from Starbucks
support of founder Howard Schultz and his team in Philadelphia. Zuckerberg did not seem to rely upon the wisdom of Chief Operating Officer Sheryl Sandberg or lead board director Susan Desmond-Hellmann. Instead, he trotted out his deputy... View Details
- Web
Alumni Engagement | Social Enterprise | Harvard Business School
to support local nonprofit organizations Career Resources The Social Enterprise Initiative, in collaboration with Alumni Career Services and Baker Library, provides resources and support to assist alumni pursuing careers in social enterprise. A View Details
- Web
Skydeck - Alumni
things didn't go according to plan—and how those painful experiences were ultimately a good thing Step Change When she came back to Egypt five years ago, investor Amal Enan (MBA 2014) embraced the chaos—and found a path to impact her... View Details
- 20 Apr 2010
- First Look
First Look: April 20
Simmons (E) Amy C. Edmondson and Susan ThyneHarvard Business School Supplement 610-061 This case updates the "Leading Change at Simmons" series by examining Simmons' increasing debt under the ownership of Thomas H. Lee, a... View Details
Keywords: Martha Lagace
- 01 Jun 2024
- News
Alumni Achievement Awards 2024
Photographed by Susan Young; Edited by Julia Hanna MORE ON THE RECIPIENTS Read more about the 2024 recipients, and learn about past recipients. ALUMNI ACHIEVEMENT AWARDS SITE MORE ON THE RECIPIENTS Read more about the 2024 recipients, and learn about past recipients.... View Details
- Web
Faculty & Researchers - Managing the Future of Work
Leading With Trust , Harvard Business Review, 2019. With Shalene Gupta. The Elements of a Good Company Apology , Harvard Business Review, 2019. With Shalene Gupta. Layoffs That Don’t Break Your Company , Harvard Business Review, May 2018.... View Details
- 15 Oct 2019
- News
Bridging Business and Engineering
Erez Perelson (MS/MBA 2020) hopes to build on his technical background and hone his entrepreneurial and management skills in the new joint degree program. (photo by Susan Young) Erez Perelson (MS/MBA 2020) hopes to build on his technical... View Details
- Web
Nonprofit Strategy & Governance | Social Enterprise | Harvard Business School
The tallest animal to roam the land, giraffes cast long shadows on the dry savannas and woodlands of sub-Saharan Africa where they live. But their ... Re: Susan Myers (MBA 1978); Richard Myers (MBA 1984); By: Jen Mcfarland Flint;... View Details
- Web
Advisory Board - Entrepreneurship
on numerous community boards, including the Children's Hospital, Boston, Facing History and Ourselves, Harvard Committee on University Resources, and the Pan-Massachusetts Challenge. and is an overseer at the Beth Israel/Deaconess Medical Center. He is a Trustee of the... View Details
- 19 Mar 2014
- Research & Ideas
A Brand Manager’s Guide to Losing Control
branding," wherein consumers not only discuss and disseminate branded content, they also create it. In the paper The Uninvited Brand, published in the journal Business Horizons in 2011, Avery and coauthor Susan Fournier map out the... View Details
- 10 Feb 2023
- Research & Ideas
COVID-19 Lessons: Social Media Can Nudge More People to Get Vaccinated
study by Michael Luca, Harvard Business School’s Lee J. Styslinger III Associate Professor of Business Administration, in collaboration with Susan Athey, the economics of technology professor at Stanford Graduate School of Business;... View Details
- 25 Apr 2024
- News
Origin Stories
Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Dan Morrell: Hi, this is Dan Morrell, host of Skydeck. Where we come from and how we were raised has a profound effect on who we become. The recipients of this year’s Alumni Achievement Award grew up... View Details
- Web
National Markets - The Art of American Advertising
capita income and a more educated public also contributed to the creation of a consumer culture. Within this emerging national market, it fell to the advertiser to encourage consumers to buy goods not necessarily produced locally and to... View Details
- 16 May 2024
- News
On the Job
Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Dan Morrell: Hi, this is Dan Morrell, host of Skydeck. We all have early memories of on-the-job learnings—those moments that had a lasting impact on how we see the world of work and our place in it. This... View Details
Keywords: first job; leadership; life experience; career lessons; Finance; Oil and Gas Extraction; Mining; Retail Trade