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Publications

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  • All HBS Web  (184)
    • News  (86)
    • Research  (93)
    • Multimedia  (7)
  • Faculty Publications  (37)

Show Results For

  • All HBS Web  (184)
    • News  (86)
    • Research  (93)
    • Multimedia  (7)
  • Faculty Publications  (37)
← Page 5 of 184 Results →
  • September 2020
  • Supplement

Commonwealth Joe: January 2020 Update from CEO Robert Peck

By: Alexander J. MacKay
At the end of 2016, the leadership team of Commonwealth Joe Coffee Roasters—Robert Peck, Chase Damiano, and Jeremy Martin—had begun an ambitious retail expansion strategy in the Washington, D.C. metropolitan area for their specialty coffee business. That October, they... View Details
Keywords: Cold Brew Coffee; Specialty Coffee; On-premise Coffee Market; Retail Expansion Strategy; Entrepreneurship; Business Model; Brands and Branding; Expansion; Strategy; Decision Making; Food and Beverage Industry; Retail Industry
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MacKay, Alexander J. "Commonwealth Joe: January 2020 Update from CEO Robert Peck." Harvard Business School Multimedia/Video Supplement 721-851, September 2020. (Link to Supplement.)
  • March 2009
  • Article

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
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Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).

    All Business is Local

    Today's business leaders are so obsessed with all things global and virtual that they risk neglecting the critical impact of physical place. It's a paradox of the Internet age: now that it's possible for businesses to be everywhere at once, they need to focus on... View Details

      Facebook's Platforms

      In early 2009, Facebook was the largest global on-line social network, with 175 million members. However, it generated relatively little revenue from its advertising... View Details
      • 24 Apr 2009
      • Working Paper Summaries

      Corporate Social Entrepreneurship

      Keywords: by James E. Austin & Ezequiel Reficco
      • 12 Nov 2013
      • First Look

      First Look: November 12

      714-409 Coffee Wars in India: Café Coffee Day Takes on the Global Brands Café Coffee Day (CCD) is contemplating how to respond to the entry of Starbucks into the Indian coffee chain market. The case study describes the emergence of CCD as... View Details
      Keywords: Sean Silverthorne
      • 08 Mar 2016
      • First Look

      March 8, 2016

      March 2016 Harvard Business Review Lean Strategy By: Collis, David J. Abstract—Strategy and entrepreneurship are often seen as polar opposites. Yet the two desperately need each other: strategy without entrepreneurship is central planning; entrepreneurship without... View Details
      Keywords: Sean Silverthorne
      • Web

      Hiring Organizations

      Ventures Stackpoint Ventures Standard Fluids Corporation, The Starbucks START Center for Cancer Care, The Steadfast Financial StepStone Group Stirling Square Capital Partners Straive Strategy& Stripe Struct Club Summit Partners SunWorks... View Details
      • Web

      Great American Business Leaders of the 20th Century - Leadership

      1927–1955 Dorothy Schiff New York Post, 1943–1976 Jacob H. Schiff Kuhn, Loeb and Company, 1885–1920 Robert A. Schoellhorn Abbott Laboratories, 1979–1989 Howard Schultz Starbucks Corporation, 1987–2000 Richard M. Schulze Best Buy,... View Details
      • 23 May 2018
      • Research & Ideas

      How to Know If Your Neighborhood Is Being Gentrified

      close to real time. Although the study helps identify where gentrification is occurring, it’s unclear what’s causing what. “It could be that people see a Starbucks coming in and say, ‘This is a neighborhood we should move into,’” says... View Details
      Keywords: by Dina Gerdeman
      • 18 Aug 2022
      • Op-Ed

      Your Best Employees Are Burning Out: A Framework for Retaining Talent

      experienced burnout differently. Organizations currently comprise multiple generations of employees simultaneously and must understand how each group may view any incentives companies provide to encourage people to stay at an organization. In June, Business Insider... View Details
      Keywords: by Hise Gibson and MaShon Wilson
      • 26 Apr 2022
      • Book

      What Does Your Business Stand For? Why Building Trust Starts with Purpose

      that empowerment and collaboration are not just aspirations but achieved reality. Purpose goes from being a slogan to a set of lived principles. In the video below, Starbucks CEO Kevin Johnson explains the enormous challenge he faced in... View Details
      Keywords: by Ranjay Gulati
      • 30 Sep 2019
      • Book

      6 Steps to Building a Better Workplace for Black Employees

      2018 arrest of two black men at a Philadelphia Starbucks after employees called the police to complain they were trespassing, even though they were just waiting for a business acquaintance. “Given the racist rhetoric and vitriol in the... View Details
      Keywords: by Dina Gerdeman
      • 28 Feb 2022
      • Research & Ideas

      How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

      as the time a Starbucks manager called police to arrest two Black men for loitering, though they were merely waiting for an acquaintance. “There are a lot of very negative consequences,” says Feldberg. “At one basic level, companies are... View Details
      Keywords: by Pamela Reynolds
      • 27 Apr 2016
      • Research & Ideas

      How the FBI Reinvented Itself After 9/11

      was about running a business. It was all about supply chains and helping the military figure out the best way to get stuff to Europe. Of course, identity and structure both had to change. And then the war was over, and we went back to the way things were. But in the... View Details
      Keywords: by Carmen Nobel
      • 20 Dec 2022
      • Op-Ed

      Employee Feedback: The Key to Retention During the Great Resignation

      Can there be corporate democracy if employees can’t vote on the actions its companies take? Yes, and it’s needed now more than ever. The pandemic has brought much employee discontent and activism. Last January, for example, with one-third of the staff at a View Details
      Keywords: by Michael Beer
      • 26 Nov 2019
      • News

      The Ritual Effect

      socks in your drawer sideways, just so, like so many toppled snails, can spark joy; why French children aren’t picky eaters; why brands like Starbucks benefit from encouraging their customers to “Take Comfort in Your Rituals”; why a... View Details
      Keywords: rituals
      • 19 Apr 2023
      • News

      A Kick Start for Latin American Startups

      partnership introductions. One example: Saggioro Leal introduced NotCo, a food-tech company that uses artificial intelligence to create sustainable and accessible plant-based foods, to executives at Starbucks and Burger King Latin America... View Details
      Keywords: Maureen Harmon
      • 03 Dec 2020
      • Research & Ideas

      Cut Payroll Costs with Transparency, Fairness, and Compassion

      ways in which organizations met the challenges of 2020. What strategies and actions worked better than others? What can we learn from these? While many companies reduced payor headcount, some pledged at the outset of the crisis to do whatever they could to avoid... View Details
      Keywords: by Boris Groysberg and Sarah Abbott
      • 01 Sep 2023
      • News

      Alumni and Faculty Books

      delivering annual investor returns of 25 percent over two decades, and outperforming both Starbucks and Chipotle. How did Shaich succeed repeatedly in such a notoriously tough industry? By discovering today what will matter tomorrow and... View Details
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