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- Faculty Publications (57)
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- All HBS Web (371)
- Faculty Publications (57)
- Forthcoming
- Article
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Management Science (forthcoming). (Pre-published online March 31, 2025.)
- Article
Turnkey or Tailored? Relational Pluralism, Institutional Complexity, and the Organizational Adoption of More or Less Customized Practices
By: Ryan Raffaelli and Mary Ann Glynn
We examine how the organizational adoption of new practices is influenced by relational pluralism, i.e., an organization's multiple ties to actors inside and outside its industry. We theorize that institutional mechanisms of practice diffusion underlying relational... View Details
Keywords: Networks; Corporate Social Responsibility and Impact; Business Processes; Adoption; Customization and Personalization
Raffaelli, Ryan, and Mary Ann Glynn. "Turnkey or Tailored? Relational Pluralism, Institutional Complexity, and the Organizational Adoption of More or Less Customized Practices." Academy of Management Journal 57, no. 2 (April 2014): 541–562.
- Program
Aligning Strategy and Sales
marketplace Expand your personal and professional network Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries across the globe Build relationships with a diverse group... View Details
- Program
Leading Global Businesses
Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries across the globe Build relationships with a diverse group of peers who can provide... View Details
- Program
Building a Legacy
professional network Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries around the globe Build relationships with a diverse group of View Details
- Program
Agribusiness Seminar
countries across the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your business challenges and career decisions Who Should Attend Current and rising... View Details
- Program
The HR-Executive Suite Connection
various backgrounds, industries, and countries across the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your business challenges and career decisions Who... View Details
- Program
Families in Business
Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries around the globe Build relationships with a diverse group of peers who can provide... View Details
- Program
Competing in the Age of Digital Platforms
working with accomplished executives from various backgrounds, industries, and countries around the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your... View Details
- July 2010 (Revised December 2010)
- Case
Post-Crisis Compensation at Credit Suisse (A)
By: Clayton S. Rose and Aldo Sesia
On October 20, 2009, Brady Dougan, the CEO of Credit Suisse Group, announced a new compensation plan for the bank. The announcement had followed quickly on the heels of the G-20 meeting the prior month where, in the wake of the financial crisis, the major governments... View Details
Keywords: Financial Crisis; Globalized Firms and Management; Governing Rules, Regulations, and Reforms; Taxation; Compensation and Benefits; Organizational Culture; Business and Shareholder Relations; Banking Industry; Financial Services Industry; Switzerland; United Kingdom
Rose, Clayton S., and Aldo Sesia. "Post-Crisis Compensation at Credit Suisse (A)." Harvard Business School Case 311-005, July 2010. (Revised December 2010.)
- 23 Jan 2018
- First Look
First Look at New Research and Ideas, January 23, 2018
Linking Maternal Employment and Adult Children’s Outcomes By: McGinn, Kathleen L., Mayra Ruiz Castro, and Elizabeth Long Lingo Abstract—Analyses relying on two international surveys from over 100,000 men and women across 29 countries explore the View Details
Keywords: Sean Silverthorne
- Program
Advancing Women of Color in Leadership
relationships with people who are like and unlike yourself Develop your own career vision and action plan Expand your personal and professional network Extend your network by living and working with accomplished professionals from various... View Details
- Program
PLD Module 5
with accomplished PLD graduates from various backgrounds, industries, and countries across the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your business... View Details
- Program
Driving Nonprofit Performance and Innovation—Virtual
industries, and countries across the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into your business challenges and career decisions Who Should Attend Chief... View Details
- 14 Sep 2023
- Research & Ideas
Working Moms Are Mostly Thriving Again. Can We Finally Achieve Gender Parity?
employment relative to their peers raised by moms who stayed home, but they report spending more time with their own families. This is especially important as both men and women strive for greater involvement with loved ones while also... View Details
Keywords: by Kara Baskin
- Program
Strategy for Health Care Delivery—Virtual
working with accomplished health care executives from various backgrounds, sectors, and countries across the globe Build relationships with a diverse group of peers who can provide wide-ranging insights into... View Details
- Program
Audit Committees in a New Era of Governance
disclosure Expand your personal and professional network Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries across the globe Build relationships with a diverse group... View Details
- Program
Compensation Committees
professional network Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries across the globe Build relationships with a diverse group of View Details
- September 2024 (Revised March 2025)
- Case
Epic: The Future of Health Information Technology
By: Regina E. Herzlinger and Brian L. Walker
How should the founder and leadership team of a health IT company with more than 45 years of market leadership prepare for the future, while navigating founder transitions and industry changes? Founded by Judy Faulkner in the late 1970s, Epic pioneered electronic... View Details
Keywords: Technological Innovation; Entrepreneurship; Health Care and Treatment; Private Ownership; Customer Focus and Relationships; Information Management; Organizational Change and Adaptation; Business Strategy; Competition; Health Industry; Electronics Industry; Information Technology Industry
Herzlinger, Regina E., and Brian L. Walker. "Epic: The Future of Health Information Technology." Harvard Business School Case 325-028, September 2024. (Revised March 2025.)
- August 2014 (Revised August 2015)
- Supplement
Opening the Valve: From Software to Hardware (B)
By: Ethan Bernstein, Francesca Gino and Bradley Staats
Valve, one of the world's top video game software companies, has also become an iconic example of an organization with virtually no hierarchy. A 400-person organization, Valve's unique organizational form (described in detail in the case and accompanying employee... View Details
Keywords: Valve; Self-Managed Organizations; Organization Design; Strategy; Flat Organization; Video Games; Organization Alignment; Family Business; Steam; Steam Machine; Design; Games, Gaming, and Gambling; Human Resources; Collaborative Innovation and Invention; Technological Innovation; Leadership Style; Management Practices and Processes; Organizational Design; Organizational Structure; Organizational Culture; Organizational Change and Adaptation; Groups and Teams; Alignment; Software; Hardware; Video Game Industry; Seattle
Bernstein, Ethan, Francesca Gino, and Bradley Staats. "Opening the Valve: From Software to Hardware (B)." Harvard Business School Supplement 415-016, August 2014. (Revised August 2015.)