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- Faculty Publications (18)
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- All HBS Web (348)
- Faculty Publications (18)
- 20 Dec 2017
- Lessons from the Classroom
How to Design a Better Customer Experience
Click HereHarvard Business School Professor Stefan Thomke describes how his Executive Education students use LEGO blocks to design customer experiences. (Video by Executive Education) Why do some product or service experiences have enough... View Details
- 22 Aug 2005
- Research & Ideas
The Hard Work of Failure Analysis
On a larger scale, the U.S. Army is known for conducting After Action Reviews that enable participants to analyze, discuss, and learn from both the successes and failures of a variety of military initiatives. Similarly, hospitals use... View Details
Keywords: by Amy Edmondson & Mark D. Cannon
- 01 Jan 2011
- News
Seth Klarman, MBA 1982
"We care about the urgent needs of our local community." The foundation bearing the family name, run by Beth, has supported medical, educational, religious, and social service organizations, including McLean and Beth Israel Deaconess... View Details
- 11 Oct 2023
- News
Soldier On
quite figured out how to put all the pieces together. Our population's been sort of stagnant and flat for a couple of years. It's an aging population. And so when you go back to HBS and you think “you have one wild life, how are you going... View Details
- 04 Apr 2024
- News
The Making of a Medical Milestone
On March 16, doctors at the Massachusetts General Hospital made history when they successfully transplanted a kidney from a genetically modified pig to a living human. The groundbreaking procedure marked a significant milestone in animal-to-human transplant, or... View Details
Keywords: Margie Kelley
- 25 Aug 2003
- Research & Ideas
Why IT Does Matter
fuzzy logic, and you have the makings of Nicholas Carr's article. Carr's examples of railroads and electric power played out over eighty years, (not forty, as he suggests), turning society, business organizations, and lifestyles inside... View Details
Keywords: by F. Warren McFarlan & Richard L. Nolan
- 01 Mar 2024
- News
The War Within
When the full-scale Russian invasion of Ukraine began in February 2022, Nataliia Zhyliak’s world was upended in a matter of days. At the time, Zhyliak, a psychologist in the western Ukrainian city of Kamianets-Podilskyi, was working at an education and rehabilitation... View Details
- 17 Sep 2013
- First Look
First Look: September 17
we use longitudinal data from 3,458 U.S. acute care hospitals and examine the relationships between conformance and experiential quality and two important dimensions of hospital performance: cost efficiency... View Details
Keywords: Sean Silverthorne
- Web
Industry Information - Alumni
of responsible, sustainable and universally accessible tourism. Newsletter available for subscription, and most reports are freely available. Hospitality - Food Services National Restaurant Association... View Details
- 18 Jan 2018
- News
The Lessons of All-Day Breakfast
unanimous: All-day breakfast. In the end, all-day breakfast rolled out nationwide in October 2015, less than a year after Cunningham arrived. In this episode of Skydeck, I talked to Cunningham about how she managed rapid organizational... View Details
- 22 Nov 2016
- First Look
November 22, 2016
the complex regulatory environment that governs Indian gaming. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51932 Fall 2016 Manufacturing & Service Operations Management The Impact of Supplier Inventory View Details
Keywords: Sean Silverthorne
- 30 May 2023
- News
Finding PRIDE
School and in the world of business. Here, in honor of Pride Month, we hear about the role the student club played in the lives of some of those who belonged over the years. 1970s “I was scared to death that someone would figure out where... View Details
- 23 Oct 2018
- First Look
New Research and Ideas, October 23, 2018
Geradin Abstract—Many of the largest and most successful businesses today rely on providing services at no charge to at least a portion of their users. For consumers, it is easy to celebrate free service. At least in the short term, free... View Details
Keywords: Dina Gerdeman
- 01 Mar 2024
- News
On the Radar
Illustration by Brian Stauffer Illustration by Brian Stauffer Our planet is teeming with trillions of viruses and bacteria, most of which are innocuous or even helpful, but some pose a significant risk to public health, animals, and crops. In recent decades,... View Details
- 20 Sep 2011
- First Look
First Look: September 20
team's knowledge-integration capability. We test our theoretical framework using data on knowledge workers in professional services and discuss implications for research and practice. Download the paper:... View Details
Keywords: Sean Silverthorne
- 20 Jan 2023
- News
Free Spirits
looks out over the sea of guests gathered on the California coast. From across the room she locks eyes with Mariah Wood (MBA 2022). Together, Royle and Wood cofounded Tilden Cocktails, which is sharing the spotlight for a moment. Everyone... View Details
- 31 Mar 2023
- Research & Ideas
Can a ‘Basic Bundle’ of Health Insurance Cure Coverage Gaps and Spur Innovation?
more protection or benefits could purchase. For example, basic insurance pays for shared hospital rooms in Singapore, but only people who pay out of pocket or have private insurance can get private rooms. In... View Details
- Web
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- 16 Mar 2020
- Research & Ideas
How the Coronavirus Is Already Rewriting the Future of Business
when life goes back to normal. Forward-thinking leaders can run better organizations by creating conditions that allow customers to be more helpful. When service provision is a true partnership and customers are pitching in, employees... View Details
Keywords: by Dina Gerdeman
- 18 Jul 2019
- Lessons from the Classroom
The Internet of Things Needs a Business Model. Here It Is
service.” One company that has been successful with IoT in health care is Philips, whose imaging division has created connected ultrasound and CT scan machines. Instead of just selling the machines to hospitals, the company has worked with View Details