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  • 2022
  • Book

Purpose + Profit: How Business Can Lift Up the World

By: George Serafeim
The roadmap and best practices to reap the enormous value that can emerge when your business prioritizes social and environmental goals—such as climate change, diversity and inclusion, and sustainability—right alongside the pursuit of profit.

We not only... View Details
Keywords: ESG (Environmental, Social, Governance) Performance; Profitability; Business And Society; Organizations; Mission and Purpose; Goals and Objectives; Social Issues; Environmental Sustainability; Value Creation; Organizational Change and Adaptation
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Serafeim, George. Purpose + Profit: How Business Can Lift Up the World. New York: HarperCollins Leadership, 2022.
  • December 2004 (Revised April 2006)
  • Case

Managing Diversity at Cityside Financial Services

By: Robin J. Ely and Ingrid Vargas
Cityside Financial Services, a disguised consumer bank, serves both a largely African-American urban community and a more affluent, predominantly white clientele. To match the gender and racial makeup of its staff to that of its customers, Cityside's sales division... View Details
Keywords: Selection and Staffing; Situation or Environment; Race; Employees; Gender; Customer Satisfaction; Diversity; Cross-Cultural and Cross-Border Issues; Banks and Banking; Banking Industry
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Ely, Robin J., and Ingrid Vargas. "Managing Diversity at Cityside Financial Services." Harvard Business School Case 405-047, December 2004. (Revised April 2006.)
  • July 2007 (Revised February 2010)
  • Case

Launching Telmore (A)

By: Ramon Casadesus-Masanell, Celso Fernandez and Moritz Jobke
When the Danish mobile phone service provider Telmore entered the market in October 2000, few people took notice. Its business model was not perceived as particularly aggressive or threatening to the industry. Less than three years later, Telmore's creative adaptation... View Details
Keywords: Business Model; Disruptive Innovation; Market Entry and Exit; Creativity; Adaptation; Competitive Advantage; Telecommunications Industry; Denmark
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Casadesus-Masanell, Ramon, Celso Fernandez, and Moritz Jobke. "Launching Telmore (A)." Harvard Business School Case 708-414, July 2007. (Revised February 2010.)
  • May 1994 (Revised October 1994)
  • Case

Motorola: Institutionalizing Corporate Initiatives

By: Shoshana Zuboff and Janis Lee Gogan
Motorola became a recognized quality leader in large part by becoming a leader in employee education and by encouraging "participative management." Through the Motorola Training and Education Center, later Motorola University, the company invested substantial resources... View Details
Keywords: Experience and Expertise; Customer Satisfaction; Training; Human Resources; Leadership; Management Analysis, Tools, and Techniques; Corporate Strategy; Education Industry
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Zuboff, Shoshana, and Janis Lee Gogan. "Motorola: Institutionalizing Corporate Initiatives." Harvard Business School Case 494-139, May 1994. (Revised October 1994.)
  • January 2009 (Revised June 2014)
  • Case

CityCenter (A): Vision and Design

By: A. Eugene Kohn, John D. Macomber and Ben Creo
CityCenter is a $9 billion project for MGM MIRAGE. The project's star architects have a major disagreement about a critical design issue. Bill Smith, head of the MGM MIRAGE Design Group, must resolve this issue to the satisfaction of all the project's stakeholders.... View Details
Keywords: Buildings and Facilities; Cost vs Benefits; Design; Construction; Projects; Business and Stakeholder Relations; Conflict Management; Value Creation
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Kohn, A. Eugene, John D. Macomber, and Ben Creo. "CityCenter (A): Vision and Design." Harvard Business School Case 209-052, January 2009. (Revised June 2014.)
  • 2020
  • Book

Better, Not Perfect: A Realist's Guide to Maximum Sustainable Goodness

By: Max Bazerman
Every day, you make hundreds of decisions. They’re largely personal, but these choices have an ethical twinge as well; they value certain principles and ends over others. Bazerman argues that we can better balance both dimensions—and we needn’t seek perfection to make... View Details
Keywords: Decision Making; Moral Sensibility; Ethics; Corporate Social Responsibility and Impact
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Bazerman, Max. Better, Not Perfect: A Realist's Guide to Maximum Sustainable Goodness. New York: Harper Business, 2020.
  • Article

From Wealth to Well-Being? Money Matters, but Less than People Think

By: Lara B. Aknin, Michael I. Norton and Elizabeth W. Dunn
While numerous studies have documented the modest (though reliable) link between household income and well-being, we examined the accuracy of laypeople's intuitions about this relationship by asking people from across the income spectrum to report their own... View Details
Keywords: Happiness; Work-Life Balance; Satisfaction; Income; Household
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Aknin, Lara B., Michael I. Norton, and Elizabeth W. Dunn. "From Wealth to Well-Being? Money Matters, but Less than People Think." Journal of Positive Psychology 4, no. 6 (2009): 523–527.
  • June 2021 (Revised December 2021)
  • Case

Suzhou Good-Ark Electronics: Creating and Implementing a Sage Culture

By: Sandra J. Sucher, Nien-he Hsieh, Susan J. Winterberg, Nancy Hua Dai and Shalene Gupta
Suzhou Good-Ark, a Chinese semiconductor implemented "Sage Culture" management based on traditional Chinese philosophy. Productivity doubled, turnover decreased, and employee satisfaction shot up. By 2015, more than 2,000 companies had toured Wu’s factories, and Wu had... View Details
Keywords: Leadership Philosophy; Leadership; Management Style; Organizational Culture; Transformation; Performance; Semiconductor Industry; China; Singapore
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Sucher, Sandra J., Nien-he Hsieh, Susan J. Winterberg, Nancy Hua Dai, and Shalene Gupta. "Suzhou Good-Ark Electronics: Creating and Implementing a Sage Culture." Harvard Business School Case 321-085, June 2021. (Revised December 2021.)
  • November 2011
  • Case

Comfort Class Transport: Does Customer Service Need an Overhaul?

By: Michael J Roberts and Paul E. Morrison
The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with... View Details
Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Management; Demand and Consumers; Service Operations; Order Taking and Fulfillment; Performance Capacity; Customer Satisfaction; Transportation Industry
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Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul?" Harvard Business School Brief Case 114-374, November 2011.
  • 2024
  • Book

The Ritual Effect: From Habit to Ritual, Harness the Surprising Power of Everyday Actions

By: Michael Norton
Our lives are filled with repetitive tasks meant to keep us on track—what we come to know as habits. Over time, these routines (for example, brushing your teeth or putting on your right sock first) tend to be performed automatically. But when we’re more mindful about... View Details
Keywords: Behavior; Happiness; Performance Productivity; Attitudes
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Norton, Michael. The Ritual Effect: From Habit to Ritual, Harness the Surprising Power of Everyday Actions. New York: Scribner, 2024.
  • June 2014
  • Case

Riverview Law: Applying Business Sense to the Legal Market

By: Heidi K. Gardner and Silvia Hodges Silverstein
Riverview Law, run like a business rather than a traditional law firm, wants to expand its unconventional concept from the UK to the US. The firm's approach includes performing all legal work for annual fixed-price contracts, using data and analytics to advise clients... View Details
Keywords: Strategy; Professional Services; Disruptive Innovation; Law Firms; Client Service; Culture; Recruiting; Management; Professional Services Firms; Business Model; Legal Services Industry; United Kingdom; United States
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Gardner, Heidi K., and Silvia Hodges Silverstein. "Riverview Law: Applying Business Sense to the Legal Market." Harvard Business School Case 414-079, June 2014.
  • February 2025 (Revised April 2025)
  • Case

Shake Shack's Playbook for the Digital Era

By: Christopher Stanton, Allison Ciechanover and George Gonzalez
This case examines Shake Shack’s journey from a single New York City hot dog cart to a global fast-casual restaurant chain renowned for both premium quality and a culture of “enlightened hospitality.” As the company expands worldwide, it pilots digital ordering... View Details
Keywords: Business Model; Customer Satisfaction; Technology Adoption; Brands and Branding; Organizational Culture; Customization and Personalization; Expansion; Food and Beverage Industry
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Stanton, Christopher, Allison Ciechanover, and George Gonzalez. "Shake Shack's Playbook for the Digital Era." Harvard Business School Case 825-136, February 2025. (Revised April 2025.)
  • February 2001 (Revised June 2002)
  • Case

Customer Value Measurement at Nortel Networks--Optical Networks Division

By: Das Narayandas
Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become... View Details
Keywords: Business Divisions; Customer Focus and Relationships; Customer Satisfaction; Management Teams; Marketing Strategy; Value Creation; Telecommunications Industry
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Narayandas, Das. "Customer Value Measurement at Nortel Networks--Optical Networks Division." Harvard Business School Case 501-050, February 2001. (Revised June 2002.)
  • March 2000 (Revised January 2001)
  • Case

Microsoft's Vega Project: Developing People and Products

By: Christopher A. Bartlett and Meg Wozny
With a focus on Matt MacLellan and his careful development as a project manager under his boss and mentor, Jim Kaplan, the case describes the evolution of Microsoft's human-resource philosophies and policies and illustrates how they work in practice to provide the... View Details
Keywords: Human Resources; Competitive Advantage; Retention; Personal Development and Career; Organizational Design; Information Technology; Motivation and Incentives; Leadership Development
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Bartlett, Christopher A., and Meg Wozny. "Microsoft's Vega Project: Developing People and Products." Harvard Business School Case 300-004, March 2000. (Revised January 2001.)
  • Article

Unexpected Benefits of Deciding by Mind Wandering

By: Colleen Giblin, Carey K. Morewedge and Michael I. Norton
The mind wanders, even when people are attempting to make complex decisions. We suggest that such mind wandering—allowing one's thoughts to wander until the "correct" choice comes to mind—can positively impact people's feelings about their decisions. We compare... View Details
Keywords: Decisions; Satisfaction; Decision Choices and Conditions; Cognition and Thinking
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Giblin, Colleen, Carey K. Morewedge, and Michael I. Norton. "Unexpected Benefits of Deciding by Mind Wandering." Art. 598. Frontiers in Psychology 4 (September 6, 2013).
  • 03 Jun 2014
  • Working Paper Summaries

Eliciting Taxpayer Preferences Increases Tax Compliance

Keywords: by Cait Lamberton, Jan-Emmanuel De Neve & Michael I. Norton
  • 2021
  • Working Paper

COVID-19, Government Performance, and Democracy: Survey Experimental Evidence from 12 Countries

By: Michael Becher, Nicholas Longuet Marx, Vincent Pons, Sylvain Brouard, Martial Foucault, Vincenzo Galasso, Eric Kerrouche, Sandra León Alfonso and Daniel Stegmueller
Beyond its immediate impact on public health and the economy, the COVID-19 pandemic has put democracy under stress. While a common view is that people should blame the government rather than the political system for bad crisis management, an opposing view is that... View Details
Keywords: COVID-19 Pandemic; Government Performance; Democracy; Health Pandemics; Government and Politics; Crisis Management; Public Opinion
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Becher, Michael, Nicholas Longuet Marx, Vincent Pons, Sylvain Brouard, Martial Foucault, Vincenzo Galasso, Eric Kerrouche, Sandra León Alfonso, and Daniel Stegmueller. "COVID-19, Government Performance, and Democracy: Survey Experimental Evidence from 12 Countries." NBER Working Paper Series, No. 29514, November 2021. (Revise and resubmit requested, The Journal of Politics.)
  • October 2023 (Revised February 2024)
  • Case

Loris

By: Shunyuan Zhang, Das Narayandas, Stacy Straaberg and David Lane
In December 2022, Loris’s executive team considered their go-to-market strategy. Loris was an artificial intelligence (AI) software startup for the customer service industry with two products on the market: 1) Agent Assist which provided customer service agents (CSAs)... View Details
Keywords: Decisions; Growth and Development Strategy; Product Launch; Product Positioning; Business Strategy; Competitive Strategy; Business Startups; AI and Machine Learning; Applications and Software; Marketing Strategy; Sales; Technology Industry; United States
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Zhang, Shunyuan, Das Narayandas, Stacy Straaberg, and David Lane. "Loris." Harvard Business School Case 524-010, October 2023. (Revised February 2024.)
  • April 2008 (Revised October 2008)
  • Case

TD Canada Trust (A): The Green and the Red

By: Dennis Campbell and Brent Kazan
The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada
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Campbell, Dennis, and Brent Kazan. "TD Canada Trust (A): The Green and the Red." Harvard Business School Case 108-005, April 2008. (Revised October 2008.)
  • autumn 1993
  • Article

Motivational Synergy: Toward New Conceptualizations of Intrinsic and Extrinsic Motivation in the Workplace

By: T. M. Amabile
The foundation for a model of motivational synergy is presented. Building upon but going beyond previous conceptualizations, the model outlines the ways in which intrinsic motivation (which arises from the intrinsic value of the work for the individual) might interact... View Details
Keywords: Motivation and Incentives; Theory; Creativity; Situation or Environment; Organizational Culture
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Amabile, T. M. "Motivational Synergy: Toward New Conceptualizations of Intrinsic and Extrinsic Motivation in the Workplace." Human Resource Management Review 3, no. 3 (autumn 1993): 185–201.
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