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Show Results For
- All HBS Web
(2,206)
- People (22)
- News (552)
- Research (861)
- Events (22)
- Multimedia (17)
- Faculty Publications (417)
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- 13 Oct 2015
- First Look
October 13, 2015
has been shown to improve consumer perceptions of service value, existing theory posits that increased contact between consumers and producers may diminish work performance. Two field and two laboratory View Details
- 23 Nov 2010
- First Look
First Look: November 23
Publications Blind Ethics: Closing One's Eyes Polarizes Moral Judgment and Discourages Dishonest Behavior Authors: E. M. Caruso and F. Gino Publication: Cognition (forthcoming) Abstract Four experiments demonstrate that closing one's eyes... View Details
Keywords: Sean Silverthorne
- 30 Jun 2015
- First Look
First Look: June 30, 2015
Publications Forthcoming Berrett-Koehler Publishers What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms By: Heskett, James L., W. Earl Sasser, and Leonard A. Schlesinger Abstract—Based on decades of collective View Details
Keywords: Carmen Nobel
- 15 Oct 2014
- Research & Ideas
Apple Pay’s Technology Adoption Problem
when several other similar services with big name sponsors such as Google have failed to gain much traction? Apple has a chicken-and-egg game to solve. Consumers won't use the service unless it's in use at a compelling number of stores. But merchants won't install the... View Details
- 05 May 2009
- First Look
First Look: May 5, 2009
knowledge. Using a multi-method field study across two professional service firms to refine and test the proposed model, I also find that only the use of client-specific expertise (not the expertise of high-status members) enhances... View Details
Keywords: Martha Lagace
- 14 Oct 2014
- First Look
First Look: October 14
disconnect between strategic goals and field implementation in sales. This article focuses on four areas where companies can improve links between strategy and sales. The article also outlines how selling activities materially affect core... View Details
Keywords: Sean Silverthorne
- 04 Jan 2010
- Research & Ideas
Best of HBS Working Knowledge 2009
face of public transportation in cities and smaller communities? HBS professor Benjamin G. Edelman weighs the benefits and opportunities for entrepreneurs and for society. "Right now, the field is wide open," he says. TOP 5... View Details
Keywords: by Staff
- 10 Sep 2007
- Research & Ideas
High Note: Managing the Medici String Quartet
would call near the frontier of human experience. Ordinarily I'd say near the frontier of business experience, but creative collaboration is very much relevant to business and the field of innovation." Austin is writing a book—the... View Details
- 09 Apr 2001
- Research & Ideas
The Manager’s Guide to Communicating with Customers Collection
methods to what has been a field dominated by the quantitatively obsessed. While Underhill's work focuses on what shoppers do, Zaltman's deals with why they do what they do. Both approaches hold myriad insights for manufacturers,... View Details
- 30 Jan 2018
- First Look
January 30, 2018
Sandino Abstract—Many service organizations rely on information sharing systems to boost employee creativity to meet customer needs. We conducted a field experiment in a retail chain, based on a registered... View Details
Keywords: Sean Silverthorne
- 10 Dec 2012
- Research & Ideas
Why We Blab Our Intimate Secrets on Facebook
targeted advertising for the same reason: they didn't want anyone tracking their behavior. On the other hand, millions of people routinely share the most intimate details of their lives via various social media sites. With a series of View Details
Keywords: by Carmen Nobel
- 21 Jul 2009
- First Look
First Look: July 21
the Future Authors:Chia-Jung Tsay and Max H. Bazerman Abstract Through the decision-analytic approach to negotiations, the past quarter century has seen the development of a better dialog between the descriptive and the prescriptive, as well as a burgeoning interest in... View Details
Keywords: Martha Lagace
- 16 Apr 2008
- Lessons from the Classroom
Chris Christensen: Legend of the Classroom
prior experience with case-method teaching. As we engage in the task of supporting their development in the classroom, there is no doubt in my mind that the work Chris did is still vital and will be for many years to come." Early... View Details
- 26 Jun 2018
- First Look
New Research and Ideas, June 26, 2018
from trailers to produce clips and test it in an online experiment and in a field experiment. The results provide evidence that the production of short clips using the proposed methodology can be an... View Details
Keywords: Dina Gerdeman
- 29 May 2012
- First Look
First Look: May 29
field experiment to examine how workplace safety inspections affected injury rates and other outcomes. We compared 409 randomly inspected establishments in California with 409 matched-control establishments... View Details
Keywords: Sean Silverthorne
- 16 May 2017
- First Look
First Look at New Ideas and Research, May 16
Performance By: Li, Shelley Xin, and Tatiana Sandino Abstract—Many service organizations empower frontline employees to experiment with different ways to meet diverse customer needs across different locations. We conducted a View Details
Keywords: Re: Multiple Faculty
- 23 Jan 2012
- Research & Ideas
Break Your Addiction to Service Heroes
You have the moving parts of human beings delivering services interacting with human beings as customers. Culture is the guiding force; it's the difference between the positive experience you have when you interact with someone at... View Details
- 03 Aug 2010
- First Look
First Look: August 3
new organizations? We describe the kinds of answers that an institutional perspective provides to these questions; illustrate some of our arguments by drawing on a recent field of entrepreneurial endeavor; hedge funds; and discuss the... View Details
Keywords: Martha Lagace
- 23 Mar 2010
- First Look
First Look: March 23
Publication: Management Science (forthcoming) Abstract We examine whether the likelihood of entrepreneurial activity is related to the prior career experiences of an individual's co-workers, using a unique matched employer-employee panel... View Details
Keywords: Martha Lagace
- 05 Apr 2016
- First Look
April 5, 2016
“lean-in." We use a laboratory experiment to examine the effect of leaning-in. Despite men and women achieving similar and positive returns when they are forced to negotiate, we find that women avoid negotiations more often than men.... View Details
Keywords: Sean Silverthlorne