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  • All HBS Web  (3,542)
    • People  (5)
    • News  (657)
    • Research  (2,491)
    • Events  (6)
    • Multimedia  (5)
  • Faculty Publications  (1,394)
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    Social Strategies That Work

    Over a billion people use social platforms on the Internet, making them the most frequently visited category of sites. Some platforms, such as eHarmony, MeetUp, and Twitter, allow us to connect to strangers. eHarmony alone is estimated to account for one in six new... View Details

      Lauren H. Cohen

      Lauren Cohen is the L.E. Simmons Professor in the Finance & Entrepreneurial Management Units at Harvard Business School and a Research Associate at the National Bureau of Economic Research. He is an Editor of the Review of Financial... View Details

      Keywords: asset management; brokerage; financial services; federal government; investment banking industry; state government
      • 2023
      • Working Paper

      Design-Based Confidence Sequences: A General Approach to Risk Mitigation in Online Experimentation

      By: Dae Woong Ham, Michael Lindon, Martin Tingley and Iavor Bojinov
      Randomized experiments have become the standard method for companies to evaluate the performance of new products or services. In addition to augmenting managers’ decision-making, experimentation mitigates risk by limiting the proportion of customers exposed to... View Details
      Keywords: Performance Evaluation; Research and Development; Analytics and Data Science; Consumer Behavior
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      Ham, Dae Woong, Michael Lindon, Martin Tingley, and Iavor Bojinov. "Design-Based Confidence Sequences: A General Approach to Risk Mitigation in Online Experimentation." Harvard Business School Working Paper, No. 23-070, May 2023.
      • March 2008
      • Supplement

      Carlyle Japan (C)

      By: David B. Godes, Masako Egawa and Mayuka Yamazaki
      This is a supplement to the (A) and (B) cases. It documents the shift in Carlyle's networking strategy. The firm decreased its focus on building contacts in commercial banking an increased instead the focus on building more contacts with industry directly. View Details
      Keywords: Private Equity; Banks and Banking; Investment; Growth and Development Strategy; Supply and Industry; Networks; Japan
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      Godes, David B., Masako Egawa, and Mayuka Yamazaki. "Carlyle Japan (C)." Harvard Business School Supplement 508-094, March 2008.
      • February 1995 (Revised June 1999)
      • Case

      Chemical Bank: Implementing the Balanced Scorecard

      By: Robert S. Kaplan and Norman Klein
      The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business. It wishes to implement a new strategy to become a preferred financial service provider to target customer groups.... View Details
      Keywords: Balanced Scorecard; Adoption; Growth and Development Strategy; Communication Strategy; Customer Relationship Management; Management Systems; Performance Evaluation; Banks and Banking; Measurement and Metrics; Banking Industry
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      Kaplan, Robert S., and Norman Klein. "Chemical Bank: Implementing the Balanced Scorecard." Harvard Business School Case 195-210, February 1995. (Revised June 1999.)
      • 16 Aug 2010
      • Lessons from the Classroom

      HBS Introduces Marketing Analysis Tools for Managers

      that managers deliver ROI from their marketing investments; therefore, quantifying the effects of marketing decisions is imperative. At the same time, customer relationship management (CRM) software View Details
      Keywords: by Sarah Jane Gilbert
      • 2013
      • Chapter

      The Most Successful CEOs Come from Within

      By: Joseph L. Bower

      The financial crisis of 2008 and the Great Recession caused a crisis of public confidence in business and American-style capitalism, with its focus on maximizing shareholder value. Corporate leaders understood that reform was needed and that they needed to commit... View Details

      Keywords: Governing and Advisory Boards; Management Succession; Business and Community Relations; Management Teams
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      Bower, Joseph L. "The Most Successful CEOs Come from Within." In How CEOs Can Fix Capitalism, edited by Raymond V. Gilmartin and Steven E. Prokesch, 124–127. Boston, MA: Harvard Business Review Press, 2013. Electronic.

        Elie Ofek

        Elie Ofek is a Professor in the Marketing unit at the Harvard Business School. Professor Ofek's research focuses on new product strategies in technology-driven business environments as well as in consumer-oriented companies in general. He explores interactions... View Details

        Keywords: internet; media; high technology; consumer products
        • 25 May 2011
        • HBS Case

        QuikTrip’s Investment in Retail Employees Pays Off

        leave vacant positions unfilled for immediate, measurable savings. That's the retail way. Moreover, the costs of understaffing aren't easily quantifiable; who can say how many customers are lost to long lines or stock-outs? “You can... View Details
        Keywords: by Julia Hanna; Retail
        • September 2001 (Revised August 2004)
        • Case

        Rapid Rewards at Southwest Airlines

        By: Frances X. Frei and Corey B. Hajim
        Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details
        Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry
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        Frei, Frances X., and Corey B. Hajim. "Rapid Rewards at Southwest Airlines." Harvard Business School Case 602-065, September 2001. (Revised August 2004.)
        • September 1995 (Revised February 1996)
        • Case

        Apollo Hospitals of India (A)

        Dr. Prathap Reddy has created India's first corporate hospital, Apollo Hospitals of Madras. The hospital is managed according to an integrated philosophy of customer service and support to employees. A new hospital, in the city of Hyderabad, has not performed as well,... View Details
        Keywords: Employee Relationship Management; Franchise Ownership; Health Care and Treatment; Customer Focus and Relationships; Business Strategy; Health Industry; India
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        Loveman, Gary W., and Jamie O'Connell. "Apollo Hospitals of India (A)." Harvard Business School Case 396-027, September 1995. (Revised February 1996.)

          Rohit Deshpande

          Rohit Deshpandé is a Baker Foundation Professor and Sebastian S. Kresge Professor of Marketing, Emeritus at Harvard Business School, where he has been teaching in the Advanced Management Program,... View Details

          Keywords: advertising; agribusiness; airline; banking; beauty products; beverage; financial services; home video games; marketing industry; pharmaceuticals; telecommunications; tourism; video games
          • July 2003 (Revised December 2003)
          • Case

          Mitchells/Richards

          By: Amy C. Edmondson and Corey B. Hajim
          Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and high-touch customer service. A family-run business, Mitchells has built its success with a customer service strategy know internally as "hugging." The term is... View Details
          Keywords: Information Technology; Expansion; Family Business; Attitudes; Organizational Culture; Luxury; Customer Focus and Relationships; Retail Industry
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          Edmondson, Amy C., and Corey B. Hajim. "Mitchells/Richards." Harvard Business School Case 604-010, July 2003. (Revised December 2003.)
          • September 2018
          • Case

          ProdEng: Services for Oil & Gas Extraction

          By: Frank V. Cespedes, Maria Fernanda Miguel and Mariana Cal
          ProdEng is a venture created as part of a PE fund and provides oil field services in Argentina. In 2016, an industry-wide unforeseen oil and gas demand slump drove ProdEng’s average service rates down by more than 37%, with EBITDA margins falling from 50% to 24% in the... View Details
          Keywords: Pricing; Entrepreneurship; Sales; Marketing; Price; Strategy; Latin America; Argentina
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          Cespedes, Frank V., Maria Fernanda Miguel, and Mariana Cal. "ProdEng: Services for Oil & Gas Extraction." Harvard Business School Case 819-003, September 2018.
          • Article

          (Too) Optimistic about Optimism: The Belief that Optimism Improves Performance.

          By: Elizabeth R. Tenney, Jennifer M. Logg and Don A Moore
          A series of experiments investigated why people value optimism and whether they are right to do so. In Experiments 1A and 1B, participants prescribed more optimism for someone implementing decisions than for someone deliberating, indicating that people prescribe... View Details
          Keywords: Optimism; Bias; Accuracy; Decision Phase; Performance; Attitudes; Performance Improvement; Perception; Outcome or Result
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          Tenney, Elizabeth R., Jennifer M. Logg, and Don A Moore. "(Too) Optimistic about Optimism: The Belief that Optimism Improves Performance." Journal of Personality and Social Psychology 108, no. 3 (March 2015): 377–399. (lead article.)
          • August 1985 (Revised December 1987)
          • Case

          Waters Chromatography Division: U.S. Field Sales (A)

          Provides background information on the high performance liquid chromatography (HPLC) industry and the Waters Chromatography Division, an operation engaged in the development, manufacture and sale of HPLC instrument systems and chemical products. An overview of Waters'... View Details
          Keywords: Marketing; Sales; Technology Industry
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          Bonoma, Thomas V. "Waters Chromatography Division: U.S. Field Sales (A)." Harvard Business School Case 586-011, August 1985. (Revised December 1987.)
          • Research Summary

          Overview

          In my research historical inquiry plays an important part in understanding the continuities from the pre-1949 past and the complex convergence of business institutions in the process of China’s current economic, political, and social modernization. Historians are able... View Details
          Keywords: Business History; China; Business Government Relations; Entrepreneurs; Family Business; Industrial Development; Infrastructure; Transportation; Entrepreneurship; History; Manufacturing Industry; Transportation Industry; Rail Industry; Construction Industry; Asia
          • March 2006 (Revised April 2006)
          • Case

          NOK (A)

          By: Das Narayandas and Kate Attea
          Highlights issues that a multidivision firm faces as it moves from managing products for profit to managing customers for profit. View Details
          Keywords: Business Divisions; Transformation; Customer Focus and Relationships; Profit; Management; Product Marketing; Organizations; Commercialization
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          Narayandas, Das, and Kate Attea. "NOK (A)." Harvard Business School Case 506-040, March 2006. (Revised April 2006.)
          • August 2007 (Revised July 2008)
          • Case

          HCL Technologies (A)

          By: Linda A. Hill, Tarun Khanna and Emily Stecker
          When Vineet Nayar became president of HCL Technologies, a global IT services business, in April 2005, he knew the company needed drastic change. Since its founding as a hardware company in the 1970s, HCL had grown into an enterprise with $3.7 billion in revenues and a... View Details
          Keywords: Customer Relationship Management; Multinational Firms and Management; Employee Relationship Management; Leading Change; Organizational Change and Adaptation; Competition; Information Technology Industry; Service Industry; India
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          Hill, Linda A., Tarun Khanna, and Emily Stecker. "HCL Technologies (A)." Harvard Business School Case 408-004, August 2007. (Revised July 2008.)

            Youngme Moon

            Youngme Moon is the Donald K. David Professor of Business at Harvard Business School. Professor Moon's research sits at the intersection of brand strategy and culture, with a particular focus on the emergent AI economy. She is the author of the bestselling book, View Details

            Keywords: advertising; automobiles; automotive; clothing; communications; computer; consumer products; e-commerce industry; electronics; entertainment; fashion; high technology; home video games; information; information technology industry; internet; marketing industry; music; pharmaceuticals; toy; video games
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