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  • 27 Mar 2012
  • First Look

First Look: March 27

promotion, and job assignments: an "evaluation nudge," in which people are evaluated jointly rather than separately regarding their future performance. Evaluators are more likely to focus on individual performance in joint than... View Details
Keywords: Carmen Nobel
  • 12 Apr 2010
  • Research & Ideas

One Report: Better Strategy through Integrated Reporting

electronics company Philips; the Danish pharmaceutical company Novo Nordisk; the Brazilian cosmetics company Natura; and the U.S.-based technology and aerospace company United Technologies all come to mind. All have done a very good job... View Details
Keywords: by Martha Lagace
  • 21 Jul 2003
  • Research & Ideas

Don’t Get Buried in Customer Data—Use It

customers." He cites the example of a major hotel chain that asks guests to complete a multiple-question satisfaction survey via their room's TV set during their stay. When one guest answered "extremely dissatisfied" to all... View Details
Keywords: by Jean Ayers
  • November 2017
  • Teaching Note

Reinventing Best Buy

By: John R. Wells and Gabriel Ellsworth
Teaching Note for HBS No. 716-455. On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales.... View Details
Keywords: Best Buy; Hubert Joly; Renew Blue; Showrooming; Webrooming; E-commerce; E-Commerce Strategy; Online Retail; Multichannel Retailing; Omnichannel; Marketplaces; Turnaround; Consumer Electronics; Consumer Electronics Accessories; Appliances; Stores-within-stores; Store Experience; Store Size; Store Pickup; Store Management; Delivery; Delivery Models; Amazon; Amazon.com; Pricing Strategy; Business Subsidiaries; Business Units; Business Growth and Maturation; Business Model; For-Profit Firms; Customer Focus and Relationships; Customer Satisfaction; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Theater Entertainment; Price; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Business History; Cost; Selection and Staffing; Reports; Technological Innovation; Job Cuts and Outsourcing; Human Capital; Leading Change; Business or Company Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Management Teams; Brands and Branding; Product Marketing; Consumer Behavior; Demand and Consumers; Media; Distribution; Order Taking and Fulfillment; Distribution Channels; Infrastructure; Product; Service Delivery; Service Operations; Organizational Change and Adaptation; Public Ownership; Problems and Challenges; Programs; Groups and Teams; Sales; Salesforce Management; Strategy; Adaptation; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Technology; Hardware; Information Technology; Internet; Mobile Technology; Online Technology; Search Technology; Software; Web; Web Sites; Wireless Technology; Resource Allocation; Computer Industry; Electronics Industry; Entertainment and Recreation Industry; Information Technology Industry; Retail Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; United States; Minnesota; Minneapolis; Saint Paul; St. Paul
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  • September 2010 (Revised January 2012)
  • Case

Emergia: Driving Profitability on Help Desk Contracts

Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry
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  • 03 Mar 2010
  • What Do You Think?

To What Degree Does “Identity” Affect Economic Performance?

experienced little loyalty on the part of their employers, can any longer identify with their organizations and, in a broader sense, their economy? Economist Robert Shiller's response to this question is sobering. He says: "In most civilian fields, View Details
Keywords: by Jim Heskett
  • 17 Jan 2017
  • First Look

First Look at New Research: January 17

psychological and organizational sciences, we argue that engaging in future-oriented thinking about specific work goals while commuting, what we call work-related prospection, positively influences job View Details
Keywords: Sean Silverthorne
  • 08 Dec 2008
  • Research & Ideas

Thinking Twice About Supply-Chain Layoffs

inventory to distribution centers. "I call these people supply-chain foot soldiers." Having items in storage areas but not on the selling floor didn't count at all in their evaluations, but it counts a lot in customer satisfaction and... View Details
Keywords: by Julia Hanna; Retail
  • 21 May 2007
  • Research & Ideas

Fixing the Marketing-CEO Disconnect

operations where there are established techniques in inventory management and reengineering, there are no obvious and permanent cost-cutting results to be gained through marketing, short of simply slashing the advertising budget. In addition, marketing is not naturally... View Details
Keywords: by Sean Silverthorne
  • 13 Jan 2014
  • Research & Ideas

How Government Can Restore the Faith of Citizens

research , Buell and Norton had experimented with customer satisfaction in travel and dating websites. They found that when these sites visually showed the effort being exerted by the site during searches or transactions, customers were... View Details
Keywords: by Michael Blanding
  • 10 Mar 2015
  • Research & Ideas

The Surprising Winners and Losers in the Retail Revolution

to what they've done to reinvigorate their business. They looked strategically at all aspects of their offering across the various channels they have at their disposal to maximize customer satisfaction and the return they get on their... View Details
Keywords: by Sean Silverthorne; Retail
  • 01 Aug 2005
  • Research & Ideas

How to Choose the Best Deal

million for the Abbott estate and $1.8 million for the orchard property. If Jim has taken both monetary issues and personal satisfaction into account, then the two deals should be equivalent at his stipulated upper limits. That's because... View Details
Keywords: by Michael Wheeler
  • 09 Sep 2008
  • First Look

First Look: September 9, 2008

Business School Case 808-120 Ashdown's "growth" plan called for Mustafa Khalaf to leave his job as Chief Operating Officer (COO) of Ashdown Contracting and to focus his attention on the growth of a separate business entity,... View Details
Keywords: Sean Silverthorne
  • 15 Sep 2011
  • Research & Ideas

High Ambition Leadership

managing director for its U.K. business, the core health insurance business was in a perilous state. BUPA was losing market share, and the company's profits had been dropping. Gooding suggested, with a bit of humor, that she might not have taken the View Details
Keywords: by Martha Lagace
  • 25 May 2020
  • Research & Ideas

Has Occupational Licensing Outlived Its Usefulness?

the higher scrutiny that comes from stringent regulation does not translate to better quality, at least as measured by customer satisfaction metrics. Lagace: What does this mean for consumers? Farronato: It seems that consumers do not... View Details
Keywords: by Martha Lagace; Service
  • 26 Jan 2016
  • First Look

January 26, 2016

goal-directed prospection, partially offsetting the strain of commuting. In a field experiment, individuals asked to engage in goal-directed prospecting during commuting reported higher levels of job View Details
Keywords: Sean Silverthorne
  • 05 Sep 2012
  • What Do You Think?

Will Business Management Save US Health Care?

for-profit health care organization led to better patient outcomes at the same time that "provider engagement and feeling of satisfaction have increased, our costs have fallen and our net profit has increased." One of the basic... View Details
Keywords: by Jim Heskett; Health
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

health-economics literature has done a better job documenting consumer-choice mistakes in insurance and treatment choices than explaining why those mistakes occur, it is clear that we should not ignore these mistakes in our analyses. We... View Details
Keywords: Sean Silverthorne
  • 08 Oct 2015
  • Research & Ideas

Four Questions Fundraisers Must be Prepared to Answer

that it’s easier for most people to make money than it is to give it away,” Stevenson recently told an audience at a Books@Baker event sponsored by Harvard Business School’s Baker Library. Many people don’t like to ask other people for money, he added, but “I often say... View Details
Keywords: by Julia Hanna
  • 06 Aug 2020
  • Research & Ideas

Who Will Give You the Best Professional Guidance?

guidance is needed or to make introductions to customers, prospective partners, or job candidates. Advisers may also mentor junior members of a team when you lack the funds or time to hire in an experienced leader. Advisers are usually... View Details
Keywords: by Julia B. Austin

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