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- All HBS Web
(1,133)
- News (272)
- Research (790)
- Events (3)
- Multimedia (6)
- Faculty Publications (257)
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Online Transforming Customer Experiences Course | HBS Online
Overview Syllabus Enrollment Stories FAQs Enroll Now Key Concepts Design a defined, service-driven value proposition Understand sustainable pricing, the service-profit chain, and customer journeys Motivate employees to deliver... View Details
- 02 Sep 2008
- First Look
First Look: September 3, 2008
Seemingly Irrelevant Factors Influence Judgment of (Un)ethical Behavior Authors:Francesca Gino, Lisa L. Shu, Max H. Bazerman Abstract People often make judgments about the ethicality of others' behaviors and... View Details
Keywords: Sean Silverthorne
- 15 Jun 2021
- News
Case Study: Inside Story
journey became the genesis of Saga. Cofounded with Nicole Wee (MBA 2018), Saga is a social mobile app that helps families save and share stories in an audio format. Launched in mid-2020, the company currently has six full-time employees... View Details
- 17 Jul 2000
- What Do You Think?
Where Is the Microsoft Board?
interests of shareholders alone or, those of all stakeholders, including employees and customers? Moris Simson (HBS ISMP 91) Mitel Corporation Those taking issue with these premises generally saw the company's leadership with the support... View Details
Keywords: by James Heskett
- 10 Aug 2015
- Research & Ideas
Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers
consumers might react to the rule. A word-search analysis of the letters revealed that more than 25 percent mentioned the term "consumer," as in this line from one of the form letters on the SEC site: "Knowing which corporations heap riches upon their executives while... View Details
- July 1993 (Revised December 2003)
- Case
Sears Auto Centers (A)
By: Lynn S. Paine and Michael Santoro
The CEO of Sears must decide how to respond to allegations that the company's auto repair division has been misleading consumers and charging them for unnecessary repairs. View Details
Keywords: Corporate Governance; Corporate Accountability; Ethics; Organizational Culture; Compensation and Benefits; Management Teams; Employees; Behavior; Motivation and Incentives; Performance Improvement; Auto Industry
Paine, Lynn S., and Michael Santoro. "Sears Auto Centers (A)." Harvard Business School Case 394-009, July 1993. (Revised December 2003.)
- 01 Dec 2014
- News
Case Study: Growing the Family Business
discounted services or brand association might benefit the local lender. Finally, given the business strategy of no long-term commitments, I wonder if the centers could be sold to or subsidized by local large employers that would want the service available to their... View Details
- 05 May 2003
- What Do You Think?
Is This a Golden Era for Marketing Productivity?
'voice' into action is the way to reach a 'golden era' in marketing productivity." Whether the real potential for improvement in marketing productivity primarily lies in the minds and behaviors of existing or potential customers will... View Details
Keywords: by James Heskett
- 23 Aug 2016
- First Look
August 23, 2016
D. KC, and F. Gino Abstract—Many models in operations management involve dynamic decision making that assumes optimal updating in response to information revelation. However, behavioral theory suggests that rather than updating their... View Details
Keywords: Sean Silverthorne
- 06 Aug 2014
- Research & Ideas
Climbing Down from the Ivory Tower
entirely on faraway academics and organizations to solve local problems. This frustrates Ashraf, who for more than a decade has studied behavioral economics in the context of developing countries. She believes that global health... View Details
- 04 Feb 2021
- Research & Ideas
Inside CEOs' Pandemic Worries: Uncertainty, Employees, and Kids
Employee well-being. CEOs were concerned about their employees: their safety on the job; overall well-being; and their own task as leaders of “keeping up morale and managing people’s fears.” Having to make decisions under uncertainty... View Details
- 19 Jul 2004
- Research & Ideas
Why Innovations Sit on the Shelf
For the most part, this requires management to look closely at the roles of various parts of the business and alter the way employees interact. Increasing the pace of business innovation almost always requires reallocating decision rights... View Details
- 01 Sep 2011
- News
Capitalism’s False Mantra
of hedge funds, and encourage companies to contribute positively to society. The National Football League is Martin’s exemplar because it does all it can do to improve the customer experience while ensuring its employees — players to... View Details
- 08 Nov 2011
- First Look
First Look: Nov. 8
Dynamics of Warmth and Competence Judgments, and Their Outcomes in Organizations Authors:Amy J.C. Cuddy, Peter Glick, and Anna Beninger Publication:Research in Organizational Behavior (forthcoming) Abstract Two traits-warmth and... View Details
Keywords: Sean Silverthorne
- 11 Dec 2020
- Research & Ideas
Economic Jitters Push Pandemic Job Seekers to Big Companies, Not Startups
more likely to be late-stage startups. The decline in applications hit startups with fewer than 50 employees especially hard. Those companies show a 14 percent drop in applications, compared with a 3 percent drop for firms with more than... View Details
Keywords: by Rachel Layne
- 24 Jul 2018
- News
How Amy Hood Won Back Wall Street and Helped Reboot Microsoft
At an executive retreat in 2015, Hood lectured senior leaders on the need for more internal and external metrics to keep employees on a measurable path and communicate better to investors. Nadella and Hood hatched a plan to refocus... View Details
- 20 Jun 2017
- First Look
First Look at New Research and Ideas, June 20
2016 Gurgaon, India: Penguin Random House Win-Win Corporations: The Indian Way of Shaping Successful Strategies By: Shah, Shashank Abstract—Why did Ratan Tata decide to pay for all the victims of 26/11 whether injured in the Taj or anywhere else? Why did HDFC’s Aditya... View Details
Keywords: Sean Silverthorne
- December 2003 (Revised May 2004)
- Case
Sears Auto Centers (A) (Abridged)
By: Lynn S. Paine
In the early 1990s Sears faced and allegations by the California Department of Consumer Affairs that the company's auto repair centers had been overbilling customers and making unnecessary repairs. Top management must evaluate the problem and come up with a plan to... View Details
Keywords: Corporate Governance; Corporate Accountability; Ethics; Organizational Culture; Compensation and Benefits; Management Teams; Employees; Behavior; Motivation and Incentives; Performance Improvement; Auto Industry
Paine, Lynn S. "Sears Auto Centers (A) (Abridged)." Harvard Business School Case 304-063, December 2003. (Revised May 2004.)
- 25 Sep 2018
- First Look
New Research and Ideas, September 25, 2018
Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=55022 Who Should Select New Employees in Geographically Dispersed Organizations: Headquarters or the Unit Manager? Consequences of Centralizing Hiring at a Retail... View Details
Keywords: Dina Gerdeman
- 11 Jul 2005
- Research & Ideas
The New International Style of Management
system of global management, to the extent it can still be called American, will look less like it used to and more like something "multinational." People are willing to adjust their behavior to facilitate teamwork, but they... View Details
Keywords: by Garry Emmons