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  • 04 Jul 2005
  • What Do You Think?

How Can Business Schools Be Made More Relevant?

Summing Up Business school relevance is an issue, judging from the predominance of responses to this month's column. The ways of increasing relevance were advanced, but the question of whether, in the current academic context, they can be implemented remains. Sources... View Details
Keywords: by James Heskett

    Kai Krautter

    Kai is a PhD student in the Organizational Behavior Unit at the Harvard Business School. His research focuses on the challenges people experience in maintaining their passion over time, and “flextraversion,” which he defines as the ability to adapt one’s levels of... View Details
    • 24 Oct 2018
    • Blog Post

    The Energy & Environment Club

    featuring five second-year Elective Curriculum students (ECs) who completed summer internships across the energy industry. This year, students’ experiences ranged from startups like Advanced Microgrid Solutions to larger players like... View Details

      Frances X. Frei

      Frances Frei is a Professor of Technology and Operations Management at Harvard Business School. Her research investigates how leaders accelerate performance and design for excellence in leadership, strategy, and operations. She regularly advises senior executives... View Details

      Keywords: airline; banking; fast food; financial services; health care; hotels & motels; management consulting; media; nonprofit industry; professional services; retail financial services; service industry; sports; telecommunications; tourism; travel
      • 09 Mar 2023
      • Blog Post

      African American Student Union Spotlight on Joint Degrees

      The HBS African American Student Union (AASU) strives to be an extended family for its members from the moment they decide to attend HBS, through the transition to second year, and beyond graduation. Here we profile two AASU members who came to HBS as joint degree... View Details
      • 11 Sep 2023
      • Blog Post

      Reflections on My First Semester Teaching at HBS

      world. My first semester teaching Entrepreneurship to first year MBAs at Harvard Business School has come to a close. “Just” 15 years ago, I sat in the exact same room as a member of the MBA class of 2010, and so this experience has been... View Details
      • 18 Apr 2016
      • Blog Post

      Meet the HBS Family Business Club

      The mission of the Family Business Club (FBC) is to bring together students with family business backgrounds to facilitate discussions and conversations about their experiences working with family businesses. Our current programs include... View Details

        Rembrand M. Koning

        Rem Koning is the Mary V. and Mark A. Stevens Associate Professor at Harvard Business School. He researches and teaches entrepreneurship, exploring the biases and frictions that shape how founders and markets learn. His current research explores... View Details

        Keywords: high technology; software; biotechnology
        • September 2011
        • Article

        The Labor Illusion: How Operational Transparency Increases Perceived Value

        By: Ryan W. Buell and Michael I. Norton
        A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
        Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
        Citation
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        Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
        • 27 May 2022
        • Blog Post

        Q&A with the HBS Armed Forces Alumni Association, MBA Class of 2023

        military experiences into the classroom, and applying to HBS. Katie Brennan (MBA 2023) Hometown: Miami, FL Undergraduate university and major: Florida State University; Political Science/Criminology Military experience: Active-Duty... View Details
        • 31 Jul 2019
        • Research & Ideas

        Distressed Employees? Try Resilience Training

        times more likely to experience work-related problems than employees with chronic physical illnesses like diabetes or heart disease. So why do many companies fail to help their workers battle mental health disorders? “There’s a silence... View Details
        Keywords: by Dina Gerdeman; Health
        • 19 Oct 2020
        • Working Paper Summaries

        Bankruptcy and the COVID-19 Crisis

        Keywords: by Jialan Wang, Jeyul Yang, Benjamin Iverson, and Ray Kluender; Legal Services
        • 16 May 2023
        • Blog Post

        Celebrating Asian American and Pacific Islander Heritage Month at HBS (part 2)

        and diversity of the AAPI experience and inspire hope for a world of empathy, compassion, and courage. Iris Yu (MBA 2023) My family story is one of many variations on the theme of the American Dream. My parents immigrated from China to... View Details
        • 09 May 2023
        • Blog Post

        Celebrating Asian American and Pacific Islander Heritage Month at HBS (part 1)

        and diversity of the AAPI experience and inspire hope for a world of empathy, compassion, and courage. Adelina Pak (MBA 2024) The first time I ever asked my parents for help on homework was at HBS. Growing up as a child of Korean... View Details
        • 19 Mar 2012
        • HBS Case

        HBS Cases: Overcoming the Stress of ‘Englishnization’

        experienced a status loss under the mandate, she found, regardless of their level of English fluency. "There's this universal experience of status diminution when people compare their native/formally trained language to this new... View Details
        Keywords: by Kim Girard
        • March 31, 2023
        • Article

        What Is the Optimal Pattern of a Customer Journey?

        By: Julian De Freitas
        Even though customer experience (CX) leaders are becoming increasingly focused on optimizing their firms’ customer journeys, they face a clear challenge: Which touchpoints along the journey should they invest in? That is, which moments when the customer interacts with... View Details
        Keywords: Consumer Behavior; Customers; Brands and Branding
        Citation
        Read Now
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        De Freitas, Julian. "What Is the Optimal Pattern of a Customer Journey?" Harvard Business Review (website) (March 31, 2023).
        • Blog

        What Black Executives Really Want

        executives face fall into three interconnected buckets. Black executives have a sense of isolation, they don't feel they can bring their true selves to work, and they experience a loss of confidence. Other marginalized or underrepresented... View Details
        • 12 Jul 2004
        • Research & Ideas

        Enron’s Lessons for Managers

        Some events mark a generation. If a marker is a source of deep learning about ourselves, as Malcolm Salter believes it is, then the Enron crisis is exactly that for business people. Political scientists have the Bay of Pigs; engineers have the Challenger disaster. And... View Details
        Keywords: by Martha Lagace
        • October 2016
        • Case

        Turkasset: Bringing Customer-Centricity to Debt Collection

        By: Dennis Campbell and Gamze Yucaoglu
        In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details
        Keywords: Customer Satisfaction; Customer Experience; Customer Service; Customer-centric; Emerging Market; Customer Focus; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Turkasset; Collections Agency; NPL; Call Center; Financial Services; Borrowing and Debt; Customer Focus and Relationships; Organizational Culture; Operations; Management; Service Operations; Quality; Competitive Advantage; Cost vs Benefits; Financial Services Industry; Turkey
        Citation
        Educators
        Related
        Campbell, Dennis, and Gamze Yucaoglu. "Turkasset: Bringing Customer-Centricity to Debt Collection." Harvard Business School Case 117-023, October 2016.
        • 28 Feb 2024
        • News

        Know Your HBS Staff: Aleksandra Kojić

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