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Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency
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  • Research Summary

Entrepreneurial Management: Customer Discovery and Business Development

By: Frank V. Cespedes
This research focuses on: (a) market research methods and tactics suitable to startups seeking their initial customers and validation of their initial business model; (b) guidelines for conducting visits with potential customers as part of the startup ptrocess; and (c)... View Details
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Extraverts Reap Greater Social Rewards from Passion Because They Express Passion More Frequently and More Diversely

By: Kai Krautter, Anabel Büchner and Jon M. Jachimowicz
Passion is stereotypically expressed through animated facial expressions, energetic body movements, varied tone, and pitch—and met with interpersonal benefits. However, these capture only a subset of passion expressions that are more common for extraverts. Indeed, in... View Details
Keywords: Passion; Personality; Extraversion; Scale Development; Perception; Personal Characteristics
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  • Teaching Interest

Finance II (MBA Required Curriculum)

By: Benjamin C. Esty

This course builds on the foundation developed in Finance I, focusing on three sets of managerial decisions:

  • How to evaluate complex investments.
  • How to set and execute financial policies within a firm.
  • How to integrate... View Details
Keywords: Finance
  • Research Summary

Financing New Business Formation

By: Paul A. Gompers
New business creation has become a potent force for economicdevelopment in the United States. Prior to 1980, large firms created the majority of new jobs in the American economy. While considerable debate rages over whether small firms are the source of recent job... View Details
  • Teaching Interest

Governing for Nonprofit Excellence

By: John Jong-Hyun Kim
Nonprofit organizations require strong, innovative leadership. In this unique HBS Social Enterprise Initiative program, participants gain an in-depth look at four core nonprofit governance competencies: board leadership, strategic stewardship, performance measurement,... View Details
  • Research Summary

Great Negotiator Study Initiative

By: James K. Sebenius

What can be legitimately be learned from closely studying great negotiators at work? Since 2000, the Program on Negotiation (PON)—an active inter-university consortium mainly comprised of numerous faculty from across... View Details

  • Teaching Interest

Harvard Business Online: Business Strategy

By: Felix Oberholzer-Gee
Business Strategy equips current and aspiring managers and consultants with a simplified framework they can immediately apply to create value for customers, employees, and suppliers while maximizing returns and an organization’s competitive edge. The course features... View Details
  • Teaching Interest

IFC Asia: China's Belt & Road Initiative

By: Willy C. Shih

The course objective is to provide students perspectives and insight into one of the major political and economic development programs of China – its Belt and Road Initiative, a strategy that involves infrastructure development and investments in countries spanning... View Details

Keywords: China; Globalization; Trade; Infrastructure; China; Southeast Asia; South Asia; Central Asia
  • Research Summary

Land in China's Political Economy

By: Meg Rithmire

Land Bargains and Chinese Capitalism: The Politics of Property Rights under Reform

Published October 2015

China since the 1980s has been the scene of unprecedented efforts at urban construction and growth, even in the absence of privatization... View Details

  • Research Summary

Leadership in Context

By: Nitin Nohria
What can we learn from the great business leaders of the 20th century? To answer this question, we have assembled a unique database of 1000 American business leaders, each of whom has left an important legacy. Some of the initial insights we are gleaning from this... View Details
  • Research Summary

Long-Run Performance Following Equity Issue

By: Paul A. Gompers
In an effort to establish how the transition from private to public firm affects performance, Paul A. Gompers is examining the long-run performance of companies that issue equity in an initial public or seasoned offering. He is also attempting to determine whether... View Details
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Management Control Systems in Multiunit Companies

By: Tatiana Sandino

Professor Sandino conducts research on early-stage multiunit companies that introduce management control systems to help maintain operations, as well as company culture, as they grow, but also to enable adaptation to the different markets that they serve. Building... View Details

  • Teaching Interest

Managing the Future of Work (MBA Education—Elective Curriculum)

By: Christopher T. Stanton

The nature and scope of work is changing rapidly, creating massive business challenges in the shadow of broader political and social shifts.  HBS launched a major initiative in 2017 on Managing the Future of Work to define these workplace issues and... View Details

  • Research Summary

Mediation and Alternative Dispute Resolution

By: Michael A. Wheeler

Disputes between organizations and among individuals are an all-too-familiar feature of modern life. Lengthy court proceedings consume resources, damage relationships, and often yield outcomes that do not fully satisfy the real needs of the litigants. As a result,... View Details

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Middle East Negotiation Initiative

By: James K. Sebenius
The Middle East Negotiation Initiative is a component of the Harvard Negotiation Project that seeks to analyze and develop grounded analysis and advice for complex negotiations in and around the Middle East.  Its current focus is on the intellectual and study questions... View Details
  • Research Summary

Moving Beyond Direct-to-Consumer

By: Leonard A. Schlesinger

Changing consumer behaviors have redefined what it means to be direct to consumer ("DTC"). What once began online a decade ago as a distribution and disintermediation strategy has since evolved into a multifaceted approach for the modern-day brand.

The... View Details

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Overview

By: Willy C. Shih
Professor Shih has taught the Technology and Operations Management (TOM) course and FIELD Global Immersion in the first-year MBA required curriculum. He also has taught Building and Sustaining a Successful Enterprise (BSSE) in the second-year MBA curriculum, as well as... View Details
Keywords: Supply Chain Management; Operations Management; Operations Strategy; Globalization Of Supply Chain; Competitiveness; Globalization; Trade; Operations; Manufacturing Industry; Transportation Industry; United States; China; Europe; Japan
  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
  • Teaching Interest

Overview

By: Brian L. Trelstad
My teaching focuses on innovation and effectiveness in the social sector. My principal course is on Social Entrepreneurship & Systems Change, and it tries to understand how small teams launch new initiatives to solve big, global, systemic problems. I also teach... View Details

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