Publications

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March 2001 (Revised March 2002)
Background Note

Service Recovery

Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives. View Details

Keywords: Management Practices and Processes; Operations; Service Industry

February 1997 (Revised June 1997)
Teaching Note

Designing, Managing and Improving Operations, Module 1: Designing, Managing and Improving Operations Processes

Provides the conceptual framework and teaching suggestions for the teaching module "Designing, Managing and Improving Operations Processes." This module is the first of three in the course "Designing, Managing and Improving Operations." View Details

Keywords: Management; Design; Operations

January 1997
Background Note

Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance

By: Benson P. Shapiro

Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details

Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management

17 Jun 2020
News

Assessing the Value of Pediatric Aerodigestive Care

21 Jan 2013
Research & Ideas

Altruistic Capital: Harnessing Your Employees’ Intrinsic Goodwill

collaborate on a field experiment with Ashraf and two colleagues, Oriana Bandiera of the London School of Economics and Kelsey Jack of Tufts University. SFH had established a new program in which hairdressers provided HIV/AIDS education... View Details

Keywords: by Carmen Nobel

Web

Lifelong Learning - Alumni

Could these roles provide an innovation edge? Re: Letian Zhang (Assistant Professor of Business Administration) 25 Jan 2024 HBR 6 Ways AI Could Disrupt Your Business Six scenarios that all boards must consider—and then act upon—ranging... View Details

October 2013
Article

The Strategy That Will Fix Health Care

By: Michael E. Porter and Thomas H. Lee

In health care, the days of business as usual are over. Around the world, every health care system is struggling with rising costs and uneven quality, despite the hard work of well-intentioned, well-trained clinicians. Health care leaders and policy makers have tried... View Details

Keywords: Organizational Change and Adaptation; Strategy; Value; Customer Focus and Relationships; Health Care and Treatment; Health Industry

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12 PM – 1 PM EDT, 17 May 2017
Webinars: Trending@HBS

Fintech and Washington: Defining the Future of Small Business Lending

Small businesses have often faced gaps in access to credit. An explosion of new online lenders are providing small dollar loans to businesses within days, with easy online applications and innovative credit algorithms. Is this a good development for Americas small... View Details

D. Quinn Mills

Daniel Quinn Mills provides thought leadership in several fields including leadership, strategy, venture capital, finance, economics and geopolitics. He has been a director of publicly-listed firms and is currently a director of several closely-held private... View Details

Keywords: accounting industry; banking; brokerage; computer; construction; consulting; e-commerce industry; education industry; information technology industry; investment banking industry; management consulting; professional services; publishing industry; venture capital industry

Web

Giving - Alumni

or any other service that cannot deliver to a P.O. box, mail check to: Bank of America Lockbox Services HBS-ADS 412275 MA5-527-02-07 2 Morrissey Boulevard Dorchester, MA 02125 You can wire funds directly to HBS from your bank using the information View Details

Web

Curriculum - Case Method Project

This case provides a broad overview of the economic, political, and moral issues that eventually led to the outbreak of the American Civil War. Students explore how these issues ensured sectional division between North and South, and they... View Details

13 Nov 2020
News

Global Ambition

helped us be successful, especially in this part of the world,” he says, citing the tight community of HBS and Harvard alumni in Asia as well as the power of the HBS brand to open doors. “HBS is what we have in common,” says Kao, noting that their closest friends are... View Details

September 2019
Case

Sonia Millar: Negotiating for the C-Suite

By: Joshua D. Margolis and Anne Donnellon

This case addresses the nuances of gender dynamics and career progression at the top of the organization, where even women who have strong leadership expertise, experience, and alliances with powerful male colleagues still get stuck. Told from the point of view of... View Details

Keywords: Executives; CEO; Promotion; Gender Bias; Personal Development and Career; Gender; Diversity; Power and Influence

December 2019
Background Note

An (Abbreviated) Perspective on Entrepreneurship

By: Mitchell Weiss and Benjamin Henkes

Among the many competing definitions of entrepreneurship, the one adopted in “The Entrepreneurial Manager” at HBS was authored by Howard Stevenson in the 1980s and elaborated on in the decades since. Stevenson provided a managerial take on the term—he described... View Details

Keywords: Entrepreneurial Managers; Entrepreneurship

2005
Book

Multinationals and Global Capitalism: From the Nineteenth to the Twenty-First Century

By: Geoffrey Jones

This book provides an essential framework for understanding global business. It shows how entrepreneurs built a global economy in the nineteenth century by creating firms that pursued resources and markets across borders. It demonstrates how firms shifted strategies as... View Details

Keywords: Capitalism; Multinational Firms and Management; Globalization; History; Economy; Trade; Strategy

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12 Oct 2016
News

Undermining Value-Based Purchasing — Lessons from the Pharmaceutical Industry

October 2012
Case

Hill Country Snack Foods Co.

By: W. Carl Kester and Craig Stephenson

Hill Country Snack Foods, located in Austin, Texas, manufactures, markets, and distributes snack foods and frozen treats. The CEO is passionate about maximizing shareholder value and believes in keeping tight control over costs and operating the business as efficiently... View Details

Keywords: United States; Financial Strategy; Debt Management; Retail Trade; Risk Management; Food; Capital Structure; Corporate Finance; Retail Industry; Food and Beverage Industry; Texas

November 2010 (Revised April 2011)
Case

Google and Earnings Guidance

By: Francois Brochet and David Kiron

The case explores Google's communication strategy with Wall Street analysts. In particular, the case focuses on Google's commitment to a no-guidance policy and provides an overview of guidance practice among major U.S. companies. View Details

Keywords: Business Earnings; Communication Strategy; Capital Markets; Corporate Disclosure; Corporate Governance; Business and Shareholder Relations; United States

October 2008
Background Note

Note on the Global Wind Industry

By: Richard H. K. Vietor and Juliana Seminerio

This note provides background information on the global wind industry and is meant to accompany HBS cases "The Suzlon Edge" (708-051); "Cape Wind: Offshore Wind Energy in the USA" (708-022); and "Supergrid" (707-016). View Details

Keywords: Renewable Energy; Globalized Markets and Industries; Energy Industry