Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
  • Research
    • Research
    • Publications
    • Global Research Centers
    • Case Development
    • Initiatives & Projects
    • Research Services
    • Seminars & Conferences
    →
  • Publications→

Publications

Publications

Filter Results: (7,704) Arrow Down
Filter Results: (7,704) Arrow Down Arrow Up

Show Results For

  • All HBS Web  (7,704)
    • People  (9)
    • News  (1,556)
    • Research  (5,442)
    • Events  (17)
    • Multimedia  (34)
  • Faculty Publications  (3,762)

Show Results For

  • All HBS Web  (7,704)
    • People  (9)
    • News  (1,556)
    • Research  (5,442)
    • Events  (17)
    • Multimedia  (34)
  • Faculty Publications  (3,762)
← Page 5 of 7,704 Results →
  • summer 2002
  • Article

Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem
Keywords: Profit; Customer Relationship Management; Groups and Teams; Finance
Citation
Find at Harvard
Related
Narayanan, V.G., and Lisa Brem. "Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group." Journal of Interactive Marketing 16, no. 3 (summer 2002): 76–98.
  • Research Summary

Building Effective Relationships Across Cultures

Trust is the foundation of any successful collaborative relationship. In my first stream of research, I draw on the basic distinction between cognition-based versus affect-based trust– that is, trust from the head versus trust from the heart – to better... View Details
  • June 2016
  • Teaching Note

Filene's Basement: Inside a Fired Customer's Relationship

By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
Keywords: CRM; Customer Profitability Analysis; Customer Lifetime Value; Consumer Behavior; Marketing; Marketing Strategy; Customer Focus and Relationships; Brands and Branding; Customer Relationship Management; Retail Industry; United States
Citation
Purchase
Related
Avery, Jill, and Susan Fournier. "Filene's Basement: Inside a Fired Customer's Relationship." Harvard Business School Teaching Note 316-184, June 2016.
  • January 2014 (Revised November 2021)
  • Case

Filene's Basement: Inside a Fired Customer's Relationship

By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
Keywords: CRM; Retailing; Marketing; Consumer Behavior; Customer Relationship Management; Customer Focus and Relationships; Customer Satisfaction; Marketing Strategy; Brands and Branding; Retail Industry; United States
Citation
Educators
Purchase
Related
Avery, Jill, and Susan Fournier. "Filene's Basement: Inside a Fired Customer's Relationship." Harvard Business School Case 314-076, January 2014. (Revised November 2021.)
  • October 1996
  • Background Note

Building Effective One-on-One Work Relationships

By: Linda A. Hill
Addresses how to build effective one-on-one work relationships. Spells out the importance of analyzing your network and understanding on whom you are dependent. Also provides some criteria for assessing the quality of your relationships. Finally, it discusses how to... View Details
Keywords: Performance Effectiveness; Quality; Networks; Conflict and Resolution
Citation
Educators
Purchase
Related
Hill, Linda A. "Building Effective One-on-One Work Relationships." Harvard Business School Background Note 497-028, October 1996.
  • 16 Jan 2020
  • News

When Employees Are Open With Each Other, But Not Management

    Personal Relationships and Enforcement of Management Controls: An Analysis of Punishments for Perpetrators of Economic Crimes

    To explore how companies enforce management control systems, we examine whether social relationships influence the severity and consistency of punishments for main perpetrators of corporate economic crimes. We find wide variation in rates of dismissal and... View Details

      Unlock the Mysteries of Your Customer Relationships

      Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: People now expect companies... View Details
      • January 2007 (Revised January 2010)
      • Case

      Tom Muccio: Negotiating the P&G Relationship with Wal-Mart (A)

      By: James K. Sebenius and Ellen Knebel
      Describes the retailer-supplier negotiations of Tom Muccio, one of the earlier Proctor & Gamble (P&G) employees to be based in Bentonville, Arkansas, in negotiating the early operational components of the supplier-retailer partnership between P&G and Wal-Mart in the... View Details
      Keywords: Negotiation Process; Supply Chain Management; Partners and Partnerships; Conflict and Resolution; Bentonville
      Citation
      Educators
      Purchase
      Related
      Sebenius, James K., and Ellen Knebel. "Tom Muccio: Negotiating the P&G Relationship with Wal-Mart (A)." Harvard Business School Case 907-013, January 2007. (Revised January 2010.)
      • June 2012
      • Case

      Siemens AG: Key Account Management

      By: Thomas Steenburgh, Michael Ahearne and Elena Corsi
      The key account manager of an engineering company has to convince a department to give up important contracts. The German engineering company Siemens had set up a global key account management program since 2010. The key account manager of an emerging account had been... View Details
      Keywords: Key Account Management; Commercialization; Marketing; Marketing Management; Engineering; Marketing Strategy; Customer Relationship Management; Profit; Problems and Challenges; Electronics Industry; Consumer Products Industry; Europe
      Citation
      Educators
      Purchase
      Related
      Steenburgh, Thomas, Michael Ahearne, and Elena Corsi. "Siemens AG: Key Account Management." Harvard Business School Case 512-110, June 2012.
      • February 2020
      • Technical Note

      Talent Management and the Future of Work

      By: William R. Kerr and Gorick Ng
      The nature of work is changing—and it is changing rapidly. Few days go by without industry giants such as Amazon and AT&T announcing plans to invest billions of dollars towards retraining nearly half of their respective workforces for jobs of the future. What changes... View Details
      Keywords: Human Resource Management; Human Capital Development; Human Resource Practices; Talent; Talent Acquisition; Talent Development; Talent Development And Retention; Talent Management; Talent Retention; Labor Flows; Labor Management; Labor Market; Strategy Development; Strategy Management; Strategy Execution; Strategy And Execution; Strategic Change; Transformations; Organization; Organization Alignment; Organization Design; Organizational Adaptation; Organizational Effectiveness; Management Challenges; Management Of Business And Political Risk; Change Leadership; Future Of Work; Future; Skills Gap; Skills Development; Skills; Offshoring And Outsourcing; Investment; Capital Allocation; Work; Work Culture; Work Force Management; Work/life Balance; Work/family Balance; Work-family Boundary Management; Workers; Worker Productivity; Worker Performance; Work Engagement; Work Environment; Work Environments; Productivity; Organization Culture; Soft Skills; Technology Management; Technological Change; Technological Change: Choices And Consequences; Technology Diffusion; Disruptive Technology; Global Business; Global; Workplace; Workplace Context; Workplace Culture; Workplace Wellness; Collaboration; Competencies; Productivity Gains; Digital; Digital Transition; Competitive Dynamics; Competitiveness; Competitive Strategy; Data Analytics; Data; Data Management; Data Strategy; Data Protection; Aging Society; Diversity; Diversity Management; Millennials; Communication Complexity; Communication Technologies; International Business; Work Sharing; Global Competitiveness; Global Corporate Cultures; Intellectual Property; Intellectual Property Management; Intellectual Property Protection; Intellectual Capital And Property Issues; Globalization Of Supply Chain; Inequality; Recruiting; Hiring; Hiring Of Employees; Training; Job Cuts And Outsourcing; Job Performance; Job Search; Job Design; Job Satisfaction; Jobs; Employee Engagement; Employee Attitude; Employee Benefits; Employee Compensation; Employee Fairness; Employee Relationship Management; Employee Retention; Employee Selection; Employee Motivation; Employee Feedback; Employee Coordination; Employee Performance Management; Employee Socialization; Process Improvement; Application Performance Management; Stigma; Institutional Change; Candidates; Digital Enterprise; Cultural Adaptation; Cultural Change; Cultural Diversity; Cultural Context; Cultural Strategies; Cultural Psychology; Cultural Reform; Performance; Performance Effectiveness; Performance Management; Performance Evaluation; Performance Appraisal; Performance Feedback; Performance Measurement; Performance Metrics; Performance Measures; Performance Efficiency; Efficiency; Performance Analysis; Performance Appraisals; Performance Improvement; Automation; Artificial Intelligence; Technology Companies; Managerial Processes; Skilled Migration; Assessment; Human Resources; Management; Human Capital; Talent and Talent Management; Retention; Demographics; Labor; Strategy; Change; Change Management; Transformation; Organizational Change and Adaptation; Organizational Culture; Working Conditions; Information Technology; Technology Adoption; Disruption; Economy; Competition; Globalization; AI and Machine Learning; Digital Transformation
      Citation
      Educators
      Purchase
      Related
      Kerr, William R., and Gorick Ng. "Talent Management and the Future of Work." Harvard Business School Technical Note 820-084, February 2020.
      • 23 Jun 2003
      • Research & Ideas

      Building a Better Buyer-Seller Relationship

      managing the relationship. "Rather than going after the entire volume, break up the needs into different parts, and try to initiate a relationship using one component, selling only this one... View Details
      Keywords: by Martha Lagace
      • Research Summary

      The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

      By: W. Earl Sasser
      W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
      • 11 Dec 2008
      • Working Paper Summaries

      Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affects Employees and Employers

      Keywords: by David I. Levine & Michael W. Toffel
      • 13 Aug 2020
      • Research & Ideas

      6 Ways to Support COVID-Weary Employees

      as their mental well-being—a forthcoming article in American Psychologist examines current organizational psychology research to help business leaders manage COVID-related fallout in the workplace and develop solutions to ease the stress... View Details
      Keywords: by Dina Gerdeman
      • 30 Aug 2010
      • Research & Ideas

      Turning Employees Into Problem Solvers

      for process improvement. For incident-reporting systems to fulfill their promise, employees must use the system to "speak up" when they encounter a problem. Managers receive additional value when reporters... View Details
      Keywords: by Julia Hanna; Health
      • 2017
      • Working Paper

      Management as a Technology?

      By: Nicholas Bloom, Raffaella Sadun and John Van Reenen
      Are some management practices akin to a technology that can explain firm and national productivity, or do they simply reflect contingent management styles? We collect data on core management practices from over 11,000 firms in 34 countries. We find large cross-country... View Details
      Keywords: Management Practices; Productivity; Competition; Management Practices and Processes; Performance Productivity
      Citation
      SSRN
      Read Now
      Related
      Bloom, Nicholas, Raffaella Sadun, and John Van Reenen. "Management as a Technology?" Harvard Business School Working Paper, No. 16-133, June 2016. (Revised October 2017.)
      • April 2013 (Revised October 2013)
      • Case

      Google's Project Oxygen: Do Managers Matter?

      By: David A. Garvin, Alison Berkley Wagonfeld and Liz Kind
      Google's Project Oxygen started with a fundamental question raised by executives in the early 2000s: do managers matter? The topic generated a multi-year research project that ultimately led to a comprehensive program, built around eight key management attributes,... View Details
      Keywords: Organizational Behavior; Business Policy; General Management; Human Resource Management; Management; Leadership; Human Resources
      Citation
      Educators
      Purchase
      Related
      Garvin, David A., Alison Berkley Wagonfeld, and Liz Kind. "Google's Project Oxygen: Do Managers Matter?" Harvard Business School Case 313-110, April 2013. (Revised October 2013.)
      • November–December 2020
      • Article

      Dancing with Giants: How Small Women-and Minority- Owned Firms Use Soft Power to Manage Asymmetric Relationships with Larger Partners

      By: Kisha Lashley and Timothy G. Pollock
      We explore how minority- and women-owned suppliers lacking hard power manage asymmetric relationships with larger, more powerful buyers in the context of supplier diversity relationships. We examine how these suppliers create and use soft power to manage the... View Details
      Keywords: Women-owned Businesses; Minority-owned Businesses; Soft Power; Buyer-supplier Relationshships; Cognitive Centrality; Hard Power; Influencers; Supplier Diversity; Small Business; Relationships; Sales
      Citation
      Find at Harvard
      Register to Read
      Related
      Lashley, Kisha, and Timothy G. Pollock. "Dancing with Giants: How Small Women-and Minority- Owned Firms Use Soft Power to Manage Asymmetric Relationships with Larger Partners." Organization Science 31, no. 6 (November–December 2020): 1313–1335.
      • 13 Oct 2010
      • Working Paper Summaries

      Employee Selection as a Control System

      Keywords: by Dennis Campbell; Banking
      • ←
      • 5
      • 6
      • …
      • 385
      • 386
      • →
      ǁ
      Campus Map
      Harvard Business School
      Soldiers Field
      Boston, MA 02163
      →Map & Directions
      →More Contact Information
      • Make a Gift
      • Site Map
      • Jobs
      • Harvard University
      • Trademarks
      • Policies
      • Accessibility
      • Digital Accessibility
      Copyright © President & Fellows of Harvard College.