Behavioral Operations - Publications - Faculty & Research - Harvard Business School

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2017
Working Paper

Discretionary Task Ordering: Queue Management in Radiological Services

By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats

Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks... View Details

September 2015
Case

Deflategate and the National Football League

By: Marco Iansiti and Christine Snively

On January 18, 2015, the New England Patriots faced the Indianapolis Colts in the AFC Championship game. In the second quarter, a Colts player intercepted a pass from Patriots quarterback Tom Brady. Colts equipment personnel alerted NFL officials that the ball's air... View Details

Keywords: ＂Deflategate＂; Analytics; National Football League; NFLPA; Roger Goodell; Tom Brady; Operations; United States

September 2015
Case

Eco7: Launching a New Motor Oil

By: John Quelch and Sunru Yong

Aaron Jonnerson, vice president of marketing at the automotive division of Avellin, must make marketing mix decisions for the launch of Eco7, a new environmentally-friendly motor oil. The company's performance has been mediocre, shareholder pressure is increasing, and... View Details

Keywords: Distribution Channels; Environmental Sustainability; Product Launch; Transportation; Energy Sources; Auto Industry

Article

Big Other: Surveillance Capitalism and the Prospects of an Information Civilization

By: Shoshana Zuboff

This article describes an emergent logic of accumulation in the networked sphere, 'surveillance capitalism,' and considers its implications for 'information civilization.' The institutionalizing practices and operational assumptions of Google Inc. are the... View Details

Keywords: Surveillance Capitalism; Big Data; Google; Information Society; Privacy; Internet Of Everything; Rights; Economic Systems; Analytics and Data Science; Internet and the Web; Ethics

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March 2015
Case

Tim Keller at Katzenbach Partners LLC (A) (Abridged)

By: Boris Groysberg and James Weber

Tracks the first six months of a recent MBA grad, Tim Keller, at Katzenbach Partners, a boutique consulting firm focused on organizational change and strategy. Covers how Keller initially struggles with his assignment and ends with a question of whether or not he... View Details

Keywords: Interpersonal Relations; Organization Behavior; Superior ＆ Subordinate; Managing Projects; Informal Organization; Consulting; Professional Services; Leadership; Work-Life Balance; Decision Choices and Conditions; Organizations; Rank and Position; Product Development; Service Industry; Consulting Industry

March 2015
Teaching Note

CVS Health: Promoting Drug Adherence

By: Leslie John, John Quelch and Robert Huckman

Email mking@hbs.edu for a courtesy copy.

This Teaching Note explains the theory of the case and teaching plan for the case: CVS Health: Promoting Drug Adherence (515010). The case finds Helena Foulkes, Executive... View Details

March 2015
Module Note

Power and Influence in Society

By: Julie Battilana

This module aims to help students understand how power and influence are employed, both to reproduce the status quo and to effect change in society. It first helps them to understand why, more often than not, power is used to reproduce the existing way individuals and... View Details

March 2015
Case

Unilever: Combatting Global Food Waste

By: David F. Drake, Janice H. Hammond and Matthew G. Preble

The global consumer goods company Unilever was on pace to hit a number of aggressive targets by 2020 as part of the Unilever Sustainable Living Project, including a goal to halve the waste associated with the disposal of its products. Unilever's chief supply chain... View Details

January 2015 (Revised July 2019)
Case

CVS Health: Promoting Drug Adherence

By: Leslie John, John Quelch and Robert Huckman

Email mking@hbs.edu for a courtesy copy.

The case describes a program that CVS Health recently implemented to improve medication adherence, an important problem from a societal, public policy, and firm... View Details

October 2014 (Revised January 2016)
Case

IDEO: Human-Centered Service Design

By: Ryan W. Buell and Andrew Otazo

The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details

Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru

Article

Integration of Online and Offline Channels in Retail: The Impact of Sharing Reliable Inventory Availability Information

By: Santiago Gallino and Antonio Moreno

Using a proprietary data set, we analyze the impact of the implementation of a “buy-online, pick-up-in-store” (BOPS) project. The implementation of this project is associated with a reduction in online sales and an increase in store sales and traffic. These results can... View Details

Keywords: Retail Operations; Inventory Availability; Empirical Operations Management; Business Analytics; Online Retail; Ecommerce; Operations; Management; Distribution Channels; Consumer Behavior; E-commerce; Retail Industry

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March 2014 (Revised March 2015)
Case

Samsung Electronics: TV in an Era of Convergence

By: Karim R. Lakhani, Marco Iansiti and Kerry Herman

From the late 1990s to 2006/2007, Samsung Electronics moved from one of 170 TV manufacturers to gain dominant TV market share year over year from 2007-2013. As digital technologies increasingly converged in 2013-2014, the industry faced new questions: What was the... View Details

Keywords: Digital Innovation; Technology; Technology Management; Digital Convergence; Digital Technology; Innovation; Korea; Samsung; Television; Technological Innovation; Information Technology; Innovation and Invention; Innovation Leadership; Innovation and Management; Product Development; Product Design; Electronics Industry; Korean Peninsula; Asia

2014
Article

Notes from the Search for Deep Indicators in Services

By: James L. Heskett

Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details

Keywords: Service Delivery; Organizational Culture; Performance; Service Industry

January 2014
Article

The Consequences of Entrepreneurial Finance: Evidence from Angel Financings

By: William R. Kerr, Josh Lerner and Antoinette Schoar

This paper documents that ventures that are funded by two successful angel groups experience superior outcomes to rejected ventures: they have improved survival, exits, employment, patenting, web traffic, and financing. We use strong discontinuities in angel funding... View Details

Keywords: Business Ventures; Financing and Loans; Interests; Employment; Patents; Internet and the Web; Operations; Entrepreneurship; Business Exit or Shutdown

July 2013
Case

Montreaux Chocolate USA: Are Americans Ready for Healthy Dark Chocolate?

By: John A. Quelch and Diane Badame

Andrea Torres, director of new product development at a high-end chocolate confectionery company, leads her team through a carefully sequenced program of market research to support the development and launch of a new product, healthy dark chocolate with fruit. This is... View Details

Keywords: Competition; Food; Consumer Behavior; Nutrition; Product Launch; Product Development; Food and Beverage Industry; Switzerland; United States

2013
Article

Learning and the Disappearing Association Between Governance and Returns

By: Lucian A. Bebchuk, Alma Cohen and Charles C.Y. Wang

The correlation between governance indices and abnormal returns documented for 1990–1999 subsequently disappeared. The correlation and its disappearance are both due to market participants' gradually learning to appreciate the difference between good-governance and... View Details

Keywords: Corporate Governance; Investment Return; Operations; Performance; Value; Learning; Business Earnings; Behavioral Finance

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October 2012 (Revised August 2018)
Case

Carolina for Kibera

By: Kathleen L. McGinn, Beth-Ann Kutchma and Cailin B. Hammer

Carolina for Kibera (CFK) is an international non-profit organization whose mission is to promote youth leadership and gender and ethnic cooperation in Kibera, the largest unstructured settlement situated in the heart of Nairobi, Kenya. CFK's programs constructively... View Details

Keywords: Organizational Behavior; Power and Influence; Non-Governmental Organizations; Social Enterprise; Negotiation; Organizational Change and Adaptation; Kenya; United States

Article

Exploring the Duality Between Product and Organizational Architectures: A Test of the 'Mirroring' Hypothesis

By: Alan MacCormack, Carliss Y. Baldwin and John Rusnak

A variety of academic studies argue that a relationship exists between the structure of an organization and the design of the products that the organization produces. Specifically, products tend to "mirror" the architectures of the organizations in which they are... View Details

Keywords: Organization Design; Architecture; Modularity; Open Source Software; Communication; Design; Governance; Management Practices and Processes; Open Source Distribution; Product Design; Mission and Purpose; Organizational Structure; Performance; Problems and Challenges; Behavior; Software

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September 2012 (Revised May 2015)
Case

Philips-Visicu

By: Regina E. Herzlinger, Natalie Kindred and Sara M. McKinley

Would the advent of global payment models and ACOs create sufficient demand for a telemedicine offering covering the care continuum, from hospitals to the home? This was the decision facing Royal Philips Electronics (Philips), the Netherlands-based producer of... View Details

July 2012
Article

The IKEA Effect: When Labor Leads to Love

By: Michael I. Norton, Daniel Mochon and Dan Ariely

In four studies in which consumers assembled IKEA boxes, folded origami, and built sets of Legos, we demonstrate and investigate boundary conditions for the IKEA effect—the increase in valuation of self-made products. Participants saw their amateurish creations as... View Details

Keywords: Consumer Behavior; Product; Valuation; Labor

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