Call Center - Publications - Faculty & Research

24 May 2021
Op-Ed

Can Fabric Waste Become Fashion’s Resource?

COVID-19 has broken fashion’s supply chain. As a result, an already wasteful industry has become more wasteful. Even before the pandemic, the global apparel industry was producing about 92 million tons of textile waste a year. That’s about one garbage truck’s worth of... View Details

Keywords: by Geoffrey Jones and Shelly Xu; Fashion

09 Jan 2020
Book

Rethinking Business Strategy in the Age of AI

integrated 21-inch tablet computers have become a fitness sensation. For $39 per month, Peloton offers access to live-streamed classes where members can track their performance on a leader board, virtually connect with fellow classmates, and hear instructors View Details

Keywords: by Dina Gerdeman

09 Apr 2013
First Look

First Look: April 9

conditions improve and the (B) case recounts some of those choices. The case focuses on the question of the importance in Austal's maintaining manufacturing close to its design center and how it will do this as its View Details

Keywords: Sean Silverthorne

10 Jan 2023
Op-Ed

Time to Move On? Career Advice for Entrepreneurs Preparing for the Next Stage

teach others! My father called any lesson, even if we failed, “money in the bank.” Take time to reflect on what you learned (above) and how you might be able to mentor others to grow or avoid pitfalls. Not only will this help others... View Details

Keywords: by Julia Austin

17 Dec 2014
Research & Ideas

How Our Brain Determines if the Product is Worth the Price

at an imaging center on the Stanford University campus, each participant was given $40 of shopping money before viewing a series of 80 products and their prices on a screen inside the fMRI machine. "This made the shopping experience... View Details

Keywords: by Carmen Nobel; Retail

04 Mar 2019
What Do You Think?

What’s the Antidote to Surveillance Capitalism?

control of human behavior by totalitarian government, replacing human hopes, emotions, and even relationships with an “inside out” dominance over human thought and behavior by an all-seeing entity called Big Brother. In the recent book... View Details

Keywords: by James Heskett; Advertising; Consumer Products

11 May 2009
Research & Ideas

The IT Leader’s Hero Quest

change in the presentation?" "Nothing like that. We're experiencing an outage this morning, for about the last forty minutes. Customer Service is down. None of the call center systems are working,... View Details

Keywords: by Martha Lagace

30 Jul 2007
Research & Ideas

Repugnant Markets and How They Get That Way

engage in a voluntary transaction, it must be because they both want to, and it makes them better off. The kinds of things I'm calling repugnant are transactions that some people don't want other people to engage in. Repugnant is... View Details

Keywords: by Martha Lagace

11 Apr 2022
Research & Ideas

A World of Difference: What Keeps Companies from Becoming More Inclusive

short, intensive course for MBA students called Anatomy of a Badass, which was a primer on being unapologetically authentic at work. Here, they talk with the HBS Alumni Bulletin about understanding differences in the workplace and the... View Details

Keywords: by Jen McFarland Flint

14 Nov 2017
First Look

New Research and Ideas: November 14, 2017

Davis Abstract—As firms scramble for competitive advantage, boards—once the cautious voices urging management to mitigate risk—are now calling for breakthrough innovation. Indeed, avoiding risk is now seen as the riskiest proposition of... View Details

Keywords: Carmen Nobel

11 Jul 2016
HBS Case

Neurodiversity: The Benefits of Recruiting Employees with Cognitive Disabilities

time when many bemoan the lack of skilled workers. ASD is an umbrella term for several cognitive impairments, including Asperger syndrome. The United States Centers for Disease Control estimates one in 68 children have been diagnosed with... View Details

Keywords: by Roberta Holland; Technology

04 Feb 2022
Book

Beyond the Cold War: Reinventing Socialism in 5 Countries

the winning side." As the Cold War itself recedes farther into the past, there has been a growing effort to put the struggle between economic systems in broader and more varied contexts. Odd Arne Westad’s magisterial volume The Cold War begins the story in the 1890s... View Details

Keywords: by Dina Gerdeman

07 May 2020
Research & Ideas

The One Good Thing Caused by COVID-19: Innovation

left many with no options. In China, large call centers invested massively in IT equipment and systems to allow their employees to work from home and to ensure the security of client information. Our... View Details

Keywords: by Hong Luo and Alberto Galasso

05 May 2020
Research & Ideas

China Tariffs and Coronavirus a Double Hit to American Retailers

from the Bureau of Labor Statistics that is more detailed than the US Census data economists typically examine. In addition, they relied on a database called the Billion Prices Project, which Cavallo first developed as a Ph.D. student at... View Details

Keywords: by Michael Blanding

10 May 2022
Research & Ideas

Being Your Own Boss Can Pay Off, but Not Always with Big Pay

called “The Transformation of Self Employment,” details a stark shift over the past 50 years in the composition and earnings of the independent workforce, says William R. Kerr, the D’Arbeloff Professor of Business Administration at... View Details

Keywords: by Jay Fitzgerald

19 Mar 2014
Research & Ideas

A Brand Manager’s Guide to Losing Control

commercial messages. Social media did not have that contract, so that when customers were interrupted by brands in social media, it felt abrupt, inappropriate, and out of place." The power shift from marketers to consumers has created a landscape of what Avery... View Details

Keywords: by Carmen Nobel; Advertising

03 Dec 2020
Research & Ideas

Cut Payroll Costs with Transparency, Fairness, and Compassion

significant upfront costs in the form of severance. Pay cuts can be temporary or permanent. The challenge with salary cuts is that your best people, the ones with the most work options, may choose to leave the firm. A study of an inbound View Details

Keywords: by Boris Groysberg and Sarah Abbott

26 Nov 2001
Research & Ideas

How Toyota Turns Workers Into Problem Solvers

joint venture with Toyota called NUMMI, approximately fifteen years ago. However, despite Toyota's openness and the genuinely honest efforts by other companies over many years to emulate Toyota, no one had yet matched Toyota in terms of... View Details

Keywords: by Sarah Jane Johnston; Manufacturing; Transportation; Auto

14 Apr 2022
Op-Ed

Let’s Move Forward from COVID—Without Forgetting What We’ve Learned

The pandemic is winding down, and the world is moving toward an endemic approach. In the world's COVID-19 epicenter, New York City, businesses, restaurants, and Broadway have reopened now that 4 million New Yorkers have been vaccinated. Testing View Details

Keywords: by Hise O. Gibson and MaShon Wilson

01 May 2020
What Do You Think?

Does Remote Work Mix with Organizational Culture?

greatest threat for years to come centers on talent." The organization's culture has been an important competitive advantage for the Company. As she describes it, "You're likely to meet your new set of best friends when you join... View Details

Keywords: by James Heskett

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