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Show Results For
- All HBS Web
(2,463)
- People (4)
- News (646)
- Research (1,565)
- Events (31)
- Multimedia (7)
- Faculty Publications (750)
- March 2021
- Article
Last Place Aversion in Queues
By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details
Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
- Article
Describing Wait Time Bottlenecks for ED Patients Undergoing Head CT
By: Jonathan G. Rogg, Robert S. Huckman, Michael Lev, Ali Raja, Yuchiao Chang and Benjamin White
Study objectives: Facing increased utilization and subsequent capacity and budget constraints, EDs must better understand bottlenecks and their effect on process flow to improve process efficiency. The primary objective of this study was to identify bottlenecks in... View Details
Keywords: Health Care; Bottleneck; Health Care and Treatment; Operations; Health Industry; United States
Rogg, Jonathan G., Robert S. Huckman, Michael Lev, Ali Raja, Yuchiao Chang, and Benjamin White. "Describing Wait Time Bottlenecks for ED Patients Undergoing Head CT." American Journal of Emergency Medicine 35, no. 10 (October 2017): 1510–1513.
- 2014
- Working Paper
Bridging Science and Technology Through Academic-Industry Partnerships
By: Sen Chai and Willy C. Shih
Scientific research and its translation into commercialized technology is a driver of wealth creation and economic growth. Partnerships to foster the translational processes from public research organizations, such as universities and hospitals, to private firms are a... View Details
Keywords: Innovation; Firm Performance; Public-private Partnership Funding; Translational Research; Small And Medium Enterprises; Partners and Partnerships; Public Sector; Private Sector; Performance; Science-Based Business; Innovation and Invention
Chai, Sen, and Willy C. Shih. "Bridging Science and Technology Through Academic-Industry Partnerships." Harvard Business School Working Paper, No. 13-058, January 2013. (Revised July 2014.)
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- 08 Mar 2011
- First Look
First Look: March 8
governance. The patterns we observe are consistent with the hypothesis that time spent with outsiders is on average less beneficial to the firm and more beneficial to the CEO and that the CEO spends more time with outsiders when... View Details
Keywords: Sean Silverthorne
- 20 Jul 2011
- Research & Ideas
Five Discovery Skills that Distinguish Great Innovators
the world around them—including customers, products, services, technologies, and companies—and the observations help them gain insights into and ideas for new ways of doing things. Jobs's observation trip to... View Details
- 05 Feb 2013
- First Look
First Look: Feb. 5
results suggest that board of director networks provide economic benefits that are not immediately reflected in stock prices. Paper: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1651407 Leading in Crises: Observations on the... View Details
Keywords: Sean Silverthorne
- Web
Providing Assessment & Feedback - Christensen Center for Teaching & Learning
Observation of Case Instructors In-Class Assessment of Discussion-Based Teaching Questions for Class Discussions Teaching Quantitative Material Strategies and Tactics for Sensitive Topics View Details
- 14 Sep 2020
- Research & Ideas
You're Right! You Are Working Longer and Attending More Meetings
percent more emails a day. Emails had 2.9 percent more recipients. About 8.3 percent more emails were sent after business hours. [div class=infogram-embed data-id=_/nWyGM0C7M7QHWL4nsOyX][/div] Sadun and Polzer also analyzed meeting invitations—the quantity, duration,... View Details
Keywords: by Danielle Kost
- 28 Nov 2023
- Book
Economic Growth Draws Companies to Asia. Can They Handle Its Authoritarian Regimes?
elites and the regime’s ability to discipline the financial system. The ultimate insights from the book include the idea that business elites can hold a “disruptive” power over political elites, forcing them to change policies and address risks in ways they may not... View Details
Keywords: by Sean Silverthorne
- 22 Aug 2012
- Working Paper Summaries
A Randomized Field Study of a Leadership WalkRounds™-Based Intervention
Background: Leadership WalkRounds have been widely adopted as a technique for improving patient safety and safety climate. WalkRounds involve senior managers directly observing frontline work and soliciting employees' ideas about... View Details
- 01 Dec 2023
- News
In My Humble Opinion: Plugged In
In a career spent investing in innovative startups at Intel, leading National Grid’s innovation and investment operations, and founding a nonpro t dedicated to advancing women and minorities to positions of top corporate leadership, Lisa Lambert (MBA 1997) always has... View Details
Keywords: Deborah Blagg
- Web
Resources - Christensen Center for Teaching & Learning
Learning Journal of Education for Business Christensen Center Tip Sheets Characteristics of Effective Case Method Teaching Elements of Effective Class Preparation Guidelines for Effective Observation of Case Instructors In-Class... View Details
- 30 May 2024
- Research & Ideas
Racial Bias Might Be Infecting Patient Portals. Can AI Help?
system and the patients they care for.” The study’s analyses carefully accounted for the recipient practice of the messages and patient characteristics such as age, ZIP code of residence, health status, insurance provider, and preferred language. Thus, two View Details
- Web
About the Center - Christensen Center for Teaching & Learning
levels of the faculty and throughout instructors' careers. The Center's offerings and initiatives fall into four main areas: Faculty COACHING Services include class observations and videorecording, supplemented by pre-class planning and... View Details
- 01 Oct 2007
- Research & Ideas
Encouraging Dissent in Decision-Making
which, after all, is at the heart of continuous improvement. Many observers note that one of the factors contributing to the preeminence of Toyota, arguably the world's most successful company, is its openness to learning, driven by... View Details
Keywords: by Garry Emmons
- Web
Leading in the Classroom - Christensen Center for Teaching & Learning
Method Teaching Elements of Effective Class Preparation Guidelines for Effective Observation of Case Instructors In-Class Assessment of Discussion-Based Teaching Questions for Class Discussions Teaching Quantitative Material Strategies... View Details
- 28 Feb 2022
- Research & Ideas
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
the researchers observed a pattern: Hotel employees were more likely to respond to messages that seemed to come from a White sender than those from a Black or Asian sender. Hotel representatives responded to about 43 percent of messages... View Details
Keywords: by Pamela Reynolds
- Article
Eliminating Unintended Bias in Personalized Policies Using Bias-Eliminating Adapted Trees (BEAT)
By: Eva Ascarza and Ayelet Israeli
An inherent risk of algorithmic personalization is disproportionate targeting of individuals from certain groups (or demographic characteristics such as gender or race), even when the decision maker does not intend to discriminate based on those “protected”... View Details
Keywords: Algorithm Bias; Personalization; Targeting; Generalized Random Forests (GRF); Discrimination; Customization and Personalization; Decision Making; Fairness; Mathematical Methods
Ascarza, Eva, and Ayelet Israeli. "Eliminating Unintended Bias in Personalized Policies Using Bias-Eliminating Adapted Trees (BEAT)." e2115126119. Proceedings of the National Academy of Sciences 119, no. 11 (March 8, 2022).
- Article
Product Quality and Entering Through Tying: Experimental Evidence
By: Hyunjin Kim and Michael Luca
Dominant platform businesses often develop products in adjacent markets to complement their core business. One common approach used to gain traction in these adjacent markets has been to pursue a tying strategy. For example, Microsoft pre-installed Internet Explorer... View Details
Keywords: Tying; Platform Strategy; Google; Product; Quality; Digital Platforms; Strategy; Market Entry and Exit
Kim, Hyunjin, and Michael Luca. "Product Quality and Entering Through Tying: Experimental Evidence." Management Science 65, no. 2 (February 2019): 596–603.