Susan Luick Good - Publications - Faculty & Research

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

Keywords: Service Operations; Research; Collaborative Innovation and Invention

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Technology & Operations Management - Faculty & Research

competing in today's demanding environment, the focus of our work has broadened to include the multiple activities comprising a firm's "operating core": the multi-function, multi-firm system that includes basic research, design, engineering, product and process... View Details

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Business, Government & the International Economy - Faculty & Research

magnitude remains modest relative to the announced tariff rates and varies by country of origin. Both imported and domestic goods are affected, suggesting broader pricing and supply chain spillovers. These findings offer timely evidence... 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

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Connect with Clubs - Recruiting

akates@mba2025.hbs.edu Nicole Wong nwong@mba2025.hbs.edu Matthew Hirschfeld mhirschfeld@mba2027.hbs.edu Club Email rest@studentclubs.hbs.edu Retail & Luxury Goods Club Co-Presidents Isabelle Tarsh itarsh@mba2025.hbs.edu Elizabeth Guterson... View Details

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

Keywords: by James Heskett; Information Technology; Technology

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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

Keywords: by Bill George; Technology; Food & Beverage

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Skydeck - Alumni

of the 2023 Alumni Achievement Award describe when 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)... 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

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Student Research - Doctoral

Management Annals Personal Growth in Organizations: A Review and Integrative Theoretical Framework By: Manjari Ganti, Susan Ashford and Grace Cormier Personal growth has interested management scholars for nearly a century, yet research on... View Details

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Faculty & Researchers - Managing the Future of Work

2021. The Case for AI Insurance , Harvard Business Review, 2020. With Ram Shankar Siva Kumar. Open Source Software and Firm Productivity , Management Science, 2019. Learning by Contributing: Gaining Competitive Advantage Through Contribution to Crowdsourced Public... 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

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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

Keywords: by Carmen Nobel; Advertising

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

Keywords: by Scott Van Voorhis; Health; Technology

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

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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

Publications