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  • July 2005 (Revised August 2006)
  • Case

Amagansett Funds (A)

Amagansett Funds has had a troubled history with its customer relationship management (CRM) system. Sales agents feel that they derive no value from it and that it is a "tax on their jobs." Amagansett is investigating whether CRM can be improved by making its data... View Details
Keywords: Management; Customer Relationship Management; Information Technology; Financial Services Industry
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McAfee, Andrew P. "Amagansett Funds (A)." Harvard Business School Case 606-005, July 2005. (Revised August 2006.)
  • spring 1991
  • Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details
Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry
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Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.
  • February 2014
  • Teaching Note

Leadership in Law: Amy Schulman at DLA Piper

By: Boris Groysberg and Robin Abrahams
This teaching note provides a discussion plan and rich conceptual background for the "Leadership in Law: Amy Schulman at DLA Piper" case. Topics covered include definitions of success, lifespan career development, team leadership, managing professional service firms,... View Details
Keywords: Professional Service Firm; Team Leadership; Women And Leadership; Career Planning; Law; Leadership; Personal Development and Career; Gender; Service Industry
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Groysberg, Boris, and Robin Abrahams. "Leadership in Law: Amy Schulman at DLA Piper." Harvard Business School Teaching Note 414-066, February 2014.
  • 2020
  • Working Paper

Social Networks, Ethnicity, and Entrepreneurship

By: William R. Kerr and Martin Mandorff
We study the relationship between ethnicity, occupational choice, and entrepreneurship. Immigrant groups in the United States cluster in specific business sectors. For example, Koreans are 34 times more concentrated in self-employment for dry cleaning than other... View Details
Keywords: Self-employed; Occupation; Entrepreneurship; Social Entrepreneurship; Industry Clusters; Ethnicity; Immigration; Networks; United States
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Kerr, William R., and Martin Mandorff. "Social Networks, Ethnicity, and Entrepreneurship." Harvard Business School Working Paper, No. 16-042, October 2015. (Revised November 2020. NBER Working Paper Series, No. 21597, September 2015)
  • Article

Enfranchisement of Service Workers

By: Leonard A. Schlesinger and James Heskett
Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States
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Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
  • June 2011 (Revised December 2013)
  • Case

FIJI Water: Carbon Negative?

By: Francesca Gino, Michael W. Toffel and Stephanie van Sice
Seeking to go beyond global best practices in reducing environmental impacts, FIJI Water, a premium artesian bottled water company in the United States, launched a Carbon Negative campaign that would offset more greenhouse gas emissions than were released by the... View Details
Keywords: Carbon Footprint; Carbon Offsetting; Corporate Social Responsibility and Impact; Environmental Sustainability; Brands and Branding; Negotiation Tactics; Business and Government Relations; Corporate Strategy; Food and Beverage Industry; United States; Fiji
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Gino, Francesca, Michael W. Toffel, and Stephanie van Sice. "FIJI Water: Carbon Negative?" Harvard Business School Case 611-049, June 2011. (Revised December 2013.)
  • Research Summary

Antecedents and Consequences of Trust in Intraorganizational Relations: An International Comparison

This project moves the level of analysis to the intraorganizational level. The empirical context consists of internal relationships between the Information Systems (IS) function and the user groups. Are better project management techniques, better software development... View Details
  • February 2015 (Revised September 2016)
  • Teaching Note

Making stickK Stick: The Business of Behavioral Economics

By: Leslie K. John and Michael Norton
Email mking@hbs.edu for a courtesy copy.

This Teaching Note explains the theory of the case and teaching plan for the case: Making sticK Stick: The Business of Behavioral Economics (514019). The case focuses on a... View Details
Keywords: Behavioral Economics; Behavior Change; B2B Vs. B2C; Human Resource Management; Marketing Of Innovations; Health & Wellness; Weight Loss; Charitable Giving; Marketing; Consumer Behavior; Entrepreneurship; Internet and the Web; Health; Business Model; Sales; Human Resources; Health Industry; United States
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John, Leslie K., and Michael Norton. "Making stickK Stick: The Business of Behavioral Economics." Harvard Business School Teaching Note 515-088, February 2015. (Revised September 2016.) (Email mking@hbs.edu for a courtesy copy.)
  • March 1995 (Revised January 1996)
  • Background Note

Managerial Networks

Describes a managerial network as a set of relationships critical to a manager's ability to get things done, get ahead, and develop personally and professionally. "Networking" refers to the activities associated with developing and managing such relationships.... View Details
Keywords: Networks; Management Practices and Processes
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Ibarra, Herminia M. "Managerial Networks." Harvard Business School Background Note 495-039, March 1995. (Revised January 1996.)
  • 2007
  • Working Paper

Interpersonal Authority in a Theory of the Firm

By: Eric J. Van den Steen
This paper develops a theory of the firm in which a firm's centralized asset ownership and low-powered incentives give a manager 'interpersonal authority' over employees (in a world with differing priors). The paper derives such interpersonal authority as... View Details
Keywords: Governance Controls; Employee Relationship Management; Managerial Roles; Motivation and Incentives; Boundaries; Theory
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Van den Steen, Eric J. "Interpersonal Authority in a Theory of the Firm." Sloan School of Management Working Paper, No. 4667-07, July 2007. (Available at SSRN.)

    Tatiana Sandino

    Tatiana Sandino is the Arthur Lowes Dickinson Professor of Business Administration in the Accounting and Management Unit, most recently teaching and undertaking the role of course head for the required first-year MBA course Financial Reporting and Control. She has... View Details

    Keywords: retailing; service industry
    • Article

    Elevate Employees, Don't Eliminate Them

    By: Ryan W. Buell
    The last major global shock—the 2008 recession—led to what economists call a “jobless recovery” as companies found they could get by with fewer employees. But post-pandemic, the author writes, managers should focus on changing employees’ roles instead. He has five key... View Details
    Keywords: Employee Relationship Management; Customer Relationship Management; Interpersonal Communication; Value Creation
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    Buell, Ryan W. "Elevate Employees, Don't Eliminate Them." Harvard Business Review 99, no. 5 (September–October 2021): 55–59.
    • April 1998
    • Case

    Jim Sharpe: Extrusion Technology, Inc. (C)

    By: H. Kent Bowen and Barbara Feinberg
    Jim Sharpe, president of Extrusion Technology, describes the first five years at the aluminum extrusion company he purchased. He begins with day one as he introduced himself to the employees in 1987 and assured them of the company's continuity. Over the next two years,... View Details
    Keywords: Acquisition; Forecasting and Prediction; Cost Management; Profit; Innovation Strategy; Marketing Strategy; Problems and Challenges; Business and Stakeholder Relations; Mining Industry
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    Bowen, H. Kent, and Barbara Feinberg. "Jim Sharpe: Extrusion Technology, Inc. (C)." Harvard Business School Case 698-096, April 1998.
    • March 2022 (Revised July 2022)
    • Teaching Note

    Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences

    By: Jill Avery
    Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales... View Details
    Keywords: Brand Management; Virtual Reality; Augmented Reality; B2B; E-commerce; Technology Platform; Marketing; Marketing Communications; Marketing Strategy; Brands and Branding; Digital Marketing; Internet and the Web; Growth Management; Customer Relationship Management; Customer Value and Value Chain; Social Media; Applications and Software; Digital Platforms; Advertising Industry; United States
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    Avery, Jill. "Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences." Harvard Business School Teaching Note 522-065, March 2022. (Revised July 2022.)
    • September 1997
    • Case

    Siam Cement Group, The: Corporate Philosophy (B)

    By: Lynn S. Paine and Prompilai Khunaphante
    In 1996, senior executives of Thailand's Siam Cement Group must decide whether to apply its management philosophy and code of ethics when doing business outside of Thailand. The status of the code in joint ventures and contractual relationships is of particular... View Details
    Keywords: Ethics; Decision Making; Joint Ventures; Corporate Strategy; Cross-Cultural and Cross-Border Issues; Policy; Construction Industry; Thailand
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    Paine, Lynn S., and Prompilai Khunaphante. "Siam Cement Group, The: Corporate Philosophy (B)." Harvard Business School Case 398-019, September 1997.
    • Research Summary

    Innovations in Logistics: The Impact of Channel Coordination

    By: Roy D. Shapiro
    Roy D. Shapiro is studying innovative systems and management approaches that integrate and coordinate material and information flows through the supply chain so as to reduce or eliminate the redundant activities that tend to characterize these channels. His research... View Details
    • April 2005 (Revised June 2006)
    • Case

    Evergreen Investments: Mobile CRM (A)

    Evergreen Investments has had a troubled history with its customer relationship management (CRM) system. Sales agents feel that they derive no value from it and that it is a tax on their jobs. Evergreen is investigating whether it can improve CRM by making its data... View Details
    Keywords: Management; Customer Relationship Management; Information Technology; Financial Services Industry
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    McAfee, Andrew P. "Evergreen Investments: Mobile CRM (A)." Harvard Business School Case 605-057, April 2005. (Revised June 2006.)
    • January 1996 (Revised December 2005)
    • Case

    First Community Bank (A)

    By: Rosabeth M. Kanter
    First Community Bank, a bank-within-a-bank at Bank of Boston, was established in 1990 as a unique venture to serve urban communities. By 1995 it has achieved profitability but must manage relationships with the mainstream at Bank of Boston, serve as a change agent and... View Details
    Keywords: Banks and Banking; Business Ventures; Business and Community Relations; Agency Theory; Change Management; Leadership; Balanced Scorecard; Mission and Purpose; Organizational Structure; Problems and Challenges; Banking Industry; Boston
    Citation
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    Kanter, Rosabeth M. "First Community Bank (A)." Harvard Business School Case 396-202, January 1996. (Revised December 2005.)
    • February 1994 (Revised May 1994)
    • Background Note

    Exercising Influence

    By: Linda A. Hill
    Provides a framework for understanding the exercise of interpersonal influence in organizations. Describes some of the "myths and realities" of management that new managers discover--specifically, that managers are dependent on a complex network of relationships to get... View Details
    Keywords: Power and Influence
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    Hill, Linda A. "Exercising Influence." Harvard Business School Background Note 494-080, February 1994. (Revised May 1994.)

      Sebastian Hillenbrand

      Sebastian Hillenbrand is an Assistant Professor in the Finance Unit at Harvard Business School. He teaches the Finance I course in the MBA required curriculum.  

      Sebastian’s research interests are in behavioral and... View Details

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