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  • 01 Jun 2010
  • News

Noted & Quoted

the surface of their needs and trying to embed those ideas into their corporations are the black swans of the business world.” — HBS professor RANJAY GULATI writing on the importance of making the customer a partner in business... View Details
Keywords: Colleges, Universities, and Professional Schools; Educational Services; Management; Management, Scientific, and Technical Consulting Services; Professional Services
  • 17 Aug 2010
  • First Look

First Look: August 17

display promotions away from smaller revenue brands toward larger ones following periods of poor financial performance. This indicates the behavior is determined by parties above brand managers in the firm. These findings are consistent... View Details
Keywords: Martha Lagace
  • Fast Answer

Music & Activism: Market Research Resources

education. Our subscription also allows access to Experian Simmons Local for market research data. PolicyMap captures data through custom demographic maps, tables, reports and Analytics. Available data includes demographics, home... View Details
  • 19 Apr 2011
  • First Look

First Look: April 19

team to deliver a highly customized solution that absolutely requires Julia's expertise. This case presents an opportunity for students to analyze two prevailing aspects of organizational life: working in teams and working under pressure.... View Details
Keywords: Sean Silverthorne
  • 12 Oct 2006
  • First Look

First Look: October 12, 2006

Boeing's e-Enabled Advantage Harvard Business School Case 807-011 Examines Boeing's new strategy of offering services to regain market dominance and help its struggling airline customers improve efficiency and profitability. Purchase this... View Details
Keywords: Sean Silverthorne
  • 29 Jan 2013
  • Research & Ideas

Creating the Perfect Super Bowl Ad

can help companies strategize. Ideally, an advertiser that seeks acquiring customers should entertain initially to capture attention, but also introduce the brand early on, and follow up with a moderate amount of entertainment, Teixeira... View Details
Keywords: by Kim Girard; Advertising; Media & Broadcasting
  • 05 Feb 2001
  • What Do You Think?

Do MBA Programs Face “The Innovator’s Dilemma”?

students." In his words, this behavior should characterize well-respected programs. He asks, "Isn't 'adapting to change' almost a synonym for learning?" Little attention was given to the influence of alumni in shaping... View Details
Keywords: by James Heskett
  • 13 Sep 2011
  • First Look

First Look: September 13

business. The book describes a conceptual framework, "the culture cycle," for managing culture that comprises setting and meeting expectations; establishing trust, engagement, and ownership among employees and customers that... View Details
Keywords: Sean Silverthorne
  • 14 Apr 2008
  • Research & Ideas

The Surprising Right Fit for Software Testing

part-time consultants are considered best-in-class—they are paid industry-competitive wages, and customers include LEGO, Microsoft, and Oracle—75 percent of them live with what others might consider a handicap: They have Asperger syndrome... View Details
Keywords: by Martha Lagace; Video Game; Web Services; Computer
  • 06 Mar 2018
  • First Look

First Look at Research and Ideas, March 6, 2018

provider—a comparatively costless and therefore puzzlingly rare decision that could supply redundancy and resilience in the event of an attack or service outage affecting one provider. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=53830 The... View Details
Keywords: Sean Silverthorne
  • 01 Dec 2017
  • News

2017 in Media: Courting the Cord-Cutters

bundle” and over-the-top (OTT) services. The skinny bundle is a response to customer concerns that cable packages are too expensive. The bundle had simply gotten too big; there were 250 channels, and the View Details
Keywords: Laura Martin (MBA 1983) , entertainment and internet analyst, Needham & Company
  • 06 Aug 2014
  • What Do You Think?

What Is Warren Bennis’s Legacy?

an old custom of some kind. Fritz, always gracious, laughed it off and made it a centerpiece of fun during the rest of the party while Warren basked in the notoriety of his deed. Bennis wrote prolifically and well. Much of the writing... View Details
Keywords: by James Heskett; Education
  • 10 Apr 2018
  • First Look

First Look at New Research, April 10, 2018

customer value, and the transformation of the stores of offline-first retailers from fulfillment-dominant centers into experience-dominant centers, which simultaneously reduce store size and inventory while improving the View Details
Keywords: Sean Silverthorne
  • March 2006
  • Background Note

Customer-Introduced Variability in Service Operations

By: Frances X. Frei
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or... View Details
Keywords: Customers; Six Sigma; Consumer Behavior; Service Operations; Performance Efficiency
Related
  • 01 Mar 2006
  • News

The Little Ice-Cream Company That Could

and a culture that values employees above all and empowers them to excel. Unlike its competitors, Dreyer’s has always insisted on delivering ice cream to grocery stores with its own trucks and drivers to ensure product quality. Early on that meant View Details
Keywords: Roger Thompson; Food Manufacturing; Manufacturing
  • 24 Mar 2021
  • News

Clubs Reaffirm Equity in Community Partners Work; Alumni Angels Invest in Member Education

groundbreaking accelerator promoting financial inclusion and access to capital for early-stage, technology-enabled companies led by women and multicultural entrepreneurs. Young companies accepted to the program receive mentorship, access to networks, and View Details
Keywords: Margie Kelley
  • Web

Courses by Title - Course Catalog

Heese Fall 2025 Q1 1.5 The Arts of Communication General Management Candace Bertotti Spring 2026 Q3Q4 1.5 Authentic Leader Development Organizational Behavior Robin Ely , Monique Burns Thompson Spring 2026 Q3Q4 3.0 Avoiding Startup... View Details
  • 04 May 2017
  • News

Going the Distance

where he worked 13 years for Cisco Systems during its meteoric rise. His passion for engaging with customers led him to run a global support organization for Cisco’s biggest customers. While at Cisco, the company sent him to HBS’s... View Details
Keywords: Jill Radsken
  • 30 Jul 2013
  • First Look

First Look: July 30

Publications 2013 pub Rx: Human Nature: How Behavioral Economics Is Promoting Better Health Around the World By: Ashraf, Nava Abstract—Why doesn't a woman who continues to have unwanted pregnancies avail herself of the free contraception... View Details
Keywords: Anna Secino
  • 05 Dec 2017
  • First Look

First Look at New Research and Ideas, December 5, 2017

that we can thrive. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53562 forthcoming Customer Needs and Solutions In Pursuit of Enhanced Customer Retention Management: Review, Key Issues,... View Details
Keywords: Sean Silverthorne