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  • August 2013 (Revised August 2014)
  • Case

Catalina In the Digital Age

By: Robert J. Dolan and Uma R. Karmarkar
Catalina in the Digital Age considers how a company with a dominant market position should evolve its established product lines given the rise of novel digital technologies. Since its founding in 1983, Catalina had enjoyed a distinct position in the world of consumer... View Details
Keywords: Big Data; Digital Technologies; Marketing; Customer Relationship Management; Consumer Behavior; Analytics and Data Science
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  • 16 May 2011
  • Research & Ideas

What Loyalty? High-End Customers are First to Flee

customers who are more valuable over time. "One prescription from all of this is that managers should avoid service complacency—or the tendency to rely on preexisting service advantages—and invest more in proactively increasing... View Details
Keywords: by Julia Hanna
  • Research Summary

Using IT to Leverage Human Resources in Services

Discussion of the Internet and IT to date concentrates on how they will replace, rather than support, human service providers. While this approach is appropriate for a few firms, it is inadequate for many. The Internet and other information technology... View Details

  • 29 Jul 2022
  • Research & Ideas

Will Demand for Women Executives Finally Shrink the Gender Pay Gap?

onto the exec team.” "When there's more scarcity and higher demand, that puts a premium on the type of person and on your willingness to pay." That push for gender diversity in senior management could spell an opportunity for women to... View Details
Keywords: by Kristen Senz
  • 03 Jul 2013
  • What Do You Think?

What Are the Limits of Transparency?

given credit for fostering trust among members of an organization, building loyalty among employees, and generally creating better places to work. For many years we observed need-to-know policies (that may have had their origins in the... View Details
Keywords: by James Heskett
  • Program

Creating Brand Value

Build brand loyalty and optimize your customer relationships Ensure consumers are allies, not adversaries Design brand strategy and manage brands for maximum value Compete more successfully by evolving and... View Details
  • 21 Aug 2023
  • Book

You’re More Than Your Job: 3 Tips for a Healthier Work-Life Balance

framework for managers (and aspiring managers) to work in a more balanced, self-fulfilling way in this changing landscape, based on three core tenets. You’re more than your job This is the era of reinvention. Wallace warns against... View Details
Keywords: by Kara Baskin

    Rob Markey

    Rob Markey is a Senior Lecturer of Business Administration in the Technology and Operations Unit at Harvard Business School. He teaches Managing Service Operations in the MBA elective curriculum. The course focuses on how to effectively design,... View Details

    • 02 Jan 2024
    • Research & Ideas

    10 Trends to Watch in 2024

    The lightning-fast ascent of generative AI isn’t the only sea change on the horizon for businesses in the new year. The global economy is in flux as war, climate change, trade issues, and infrastructure problems demand attention. Many companies continue to struggle to... View Details
    Keywords: by Rachel Layne
    • January 2020
    • Case

    Ureed.com: The Marketplace for Language

    By: Ashley V. Whillans, Esel Çekin and Alpana Thapar
    Jordanian entrepreneur, Nour Al Hassan, founded Tarjama in 2008, tapping into an underserved and high demand need: Arabic translation service. Its lean model comprised of hiring full-time employees, mainly women, who worked from home. It steadily grew over the... View Details
    Keywords: Language Translation; Freelancers; Entrepreneurship; Human Resources; Management; Expansion; Quality; Growth and Development Strategy
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    • 31 Oct 2023
    • HBS Case

    Checking Your Ethics: Would You Speak Up in These 3 Sticky Situations?

    loyalties among clients, colleagues, and partners can present ethical issues that can be difficult to manage, says David Fubini, a senior lecturer at Harvard Business School. “You are an adviser. You are not an employee of the company you... View Details
    Keywords: by Michael Blanding; Consulting
    • June 2005 (Revised October 2005)
    • Case

    Coach Roy Williams: What Next? (A)

    By: Thomas J. DeLong, Christoper Chang and Scott Schweitzer
    Roy Williams, head coach of the Kansas University Men's Basketball Team, was facing a major decision. The recent resignation of the coach at the University of North Carolina (UNC) had lead to speculation that Williams, a UNC alumnus, would be named as its new coach.... View Details
    Keywords: Decision Choices and Conditions; Resignation and Termination; Job Offer; Leading Change; Management Succession; Performance Improvement; Personal Development and Career; Sports; Kansas; North Carolina
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    • Web

    Live from Klarman Hall - Alumni

    Friday, November 8 Video Recording (login required) Right Kind of Wrong: The Science of Failing Well 8:00–9:00 a.m. EST Speaker: Amy Edmondson (PHDOB 1996) , Novartis Professor of Leadership and Management Video Recording (login required)... View Details
    • 08 May 2020
    • Research & Ideas

    We’ve Now Been Asking “What Do You Think?” for 20 Years

    suggesting topics for consideration. Of course, I’m the beneficiary of the loyalty and thoughtful work of tens of thousands of readers and thousands of respondents to the blog (and its inevitable question, “What do you think?”) to whom... View Details
    Keywords: by James Heskett
    • 03 Apr 2013
    • What Do You Think?

    Will Women Leaders Influence the Way We Work?

    leaders on work, "it is extremely naive to expect that stereotypical ideas about what women in general are like will have any meaning for the behavior of women in senior management positions. Women who arrive in such positions will... View Details
    Keywords: by James Heskett
    • 28 Jan 2019
    • Research & Ideas

    Forget Cash. Here Are Better Ways to Motivate Employees

    motivators that will entice greater effort and loyalty out of workers. Turns out, using cash as a carrot isn’t always the best answer, according to new research by Harvard Business School Assistant Professor Ashley V. Whillans. More than... View Details
    Keywords: by Dina Gerdeman
    • 23 Nov 2021
    • Book

    What It Takes to Build an Organizational Culture That Wins

    that a culture limits the kinds of strategies that can be executed. As Edgar H. Schein has put it, “More and more management consultants are recognizing ... that, because culture constrains strategy, a company must analyze its culture and... View Details
    Keywords: by Avery Forman
    • Web

    Named Fellowship Funds - Alumni

    executive chairman of Dallas-based Brierley + Partners, which creates and manages loyalty programs. For his contributions to the marketing field, in 2012 he was inducted into the Direct Marketing Association... View Details
    • 21 Jul 2003
    • Research & Ideas

    Don’t Get Buried in Customer Data—Use It

    With the advent of customer relationship management (CRM) in the late 1990s, companies came to believe that by using technology to tailor their offerings to individual consumers' needs, customer loyalty—and company profits—would... View Details
    Keywords: by Jean Ayers
    • 07 Jun 2023
    • HBS Case

    3 Ways to Gain a Competitive Advantage Now: Lessons from Amazon, Chipotle, and Facebook

    the price, Karp notes. In some cases, a company might keep its prices lower than the amount customers might be willing to part with to earn brand loyalty or hedge against market fluctuations. Similarly, a company may pay employees or... View Details
    Keywords: by Michael Blanding