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  • All HBS Web  (30,129)
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  • March 2009
  • Article

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
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Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
  • 17 Nov 2003
  • Research & Ideas

The Business Case for Diabetes Disease Management

Conference on November 7. Beaulieu's research focuses on many aspects of healthcare—including contracting, quality competition in managed care, and human capital management and performance measurement. At... View Details
Keywords: by Martha Lagace; Health
  • March 1993
  • Teaching Note

John A. Clendenin and Managing Xerox's Multinational Development Center TN

By: Michael Beer and Russell A. Eisenstat
Teaching Note for John A. Clendenin (9-490-028) and Managing Xerox's Multinational Development Center (9-490-029). View Details
Keywords: Globalized Firms and Management
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Beer, Michael, and Russell A. Eisenstat. "John A. Clendenin and Managing Xerox's Multinational Development Center TN." Harvard Business School Teaching Note 493-058, March 1993.
  • October 1972
  • Article

A Dynamic Model for Bond Portfolio Management

By: D. B. Crane and S. P. Bradley
Keywords: Bonds; Investment; Management
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Crane, D. B., and S. P. Bradley. "A Dynamic Model for Bond Portfolio Management." Management Science 19, no. 2 (October 1972).
  • 11 Jun 2019
  • Book

These Aren't Beach Books, but Managers Should Read Them Anyway

greater burdens on managers but also creating new opportunities to shine. Varieties of Green Business: Industries, Nations and Time Making a business successful is a challenge in itself, but making a green business profitable is an even... View Details
Keywords: by Sean Silverthorne
  • 1991
  • Article

How Management Bonus Plans Affect Reported Earnings

By: Paul M. Healy
Keywords: Management; Compensation and Benefits; Business Earnings
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Healy, Paul M. "How Management Bonus Plans Affect Reported Earnings." CPE Program Lesson 90-11. Accounting Today (1991).
  • 1995
  • Article

Managing Distrust: The Hidden Cost of Downsizing

By: D. Sull and N. Nohria
Keywords: Management; Job Cuts and Outsourcing; Cost; Trust
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Sull, D., and N. Nohria. "Managing Distrust: The Hidden Cost of Downsizing." Business Ethics Forum 8 (1995): 73–83.
  • 2003
  • Article

Confirming Management Earnings Forecasts, Earnings Uncertainty, and Stock Returns

By: Michael B. Clement, Richard Frankel and Jeffrey Miller
In this study we examine the association among confirming management forecasts, stock prices, and analyst expectations. Confirming management forecasts are voluntary disclosures by management that corroborate existing market expectations about future earnings. This... View Details
Keywords: Forecasting and Prediction; Corporate Disclosure; Price; Stocks; Investment Return
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Clement, Michael B., Richard Frankel, and Jeffrey Miller. "Confirming Management Earnings Forecasts, Earnings Uncertainty, and Stock Returns." Journal of Accounting Research 41, no. 4 (2003): 653–679.
  • 2022
  • Article

Diffusing Management Practices within the Firm: The Role of Information Provision

By: Michael J. Lenox and Michael W. Toffel
Why are some firms more successful in adopting profitable environmental management practices than others? A key role of corporate managers is to encourage subsidiaries to adopt innovative practices. We examine the conditions under which corporate managers use... View Details
Keywords: Environmental Strategy; Information Provision; Environmental Management; Knowledge Dissemination
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Lenox, Michael J., and Michael W. Toffel. "Diffusing Management Practices within the Firm: The Role of Information Provision." Art. 5911. Special Issue on Competitive Sustainability: The Intersection of Sustainability and Business Success. Sustainability 14, no. 10 (2022).
  • 1972
  • Book

Managers and Their Careers: Cases and Readings

By: J. W. Lorsch and Louis B. Barnes
Keywords: Personal Development and Career
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Lorsch, J. W. and Louis B. Barnes, eds. Managers and Their Careers: Cases and Readings. Homewood, IL: Richard D. Irwin, 1972.
  • January–February 1974
  • Article

Managing the Four Stages of EDP Growth

By: C. F. Gibson and R. L. Nolan
Keywords: Growth and Development
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Gibson, C. F., and R. L. Nolan. "Managing the Four Stages of EDP Growth." Harvard Business Review 52, no. 1 (January–February 1974).
  • August 2024
  • Technical Note

Managing Professional Relationships in the Modern Workplace

By: Christina R. Wing, Andrew Peddar and Dylan Torchinsky
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Wing, Christina R., Andrew Peddar, and Dylan Torchinsky. "Managing Professional Relationships in the Modern Workplace." Harvard Business School Technical Note 625-035, August 2024.
  • March 2022
  • Module Note

Managing Exits and Liquidity in Entrepreneurial Finance

By: Shai Bernstein
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Bernstein, Shai. "Managing Exits and Liquidity in Entrepreneurial Finance." Harvard Business School Module Note 822-107, March 2022.
  • Article

The No-excuses Way to Manage Healthcare Growth

By: Len Schlesinger
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Schlesinger, Len. "The No-excuses Way to Manage Healthcare Growth." athenaInsight (November 28, 2017).
  • September 2017 (Revised February 2023)
  • Supplement

Managing Diversity and Inclusion at Yelp (B)

By: Michael Luca, Joshua Schwartzstein and Gauri Subramani
Supplements the (A) case. View Details
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Luca, Michael, Joshua Schwartzstein, and Gauri Subramani. "Managing Diversity and Inclusion at Yelp (B)." Harvard Business School Supplement 918-012, September 2017. (Revised February 2023.)
  • September 2017 (Revised February 2019)
  • Case

North Forty: Managing a Microsoft Family Office

By: Luis M. Viceira, Cameron Parker and William Simmons
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Viceira, Luis M., Cameron Parker, and William Simmons. "North Forty: Managing a Microsoft Family Office." Harvard Business School Case 218-036, September 2017. (Revised February 2019.)
  • March 2010
  • Article

Managing Expertise in a World-wide Technology Company

By: Martha Heitzmann
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Heitzmann, Martha. "Managing Expertise in a World-wide Technology Company." Commerce in France (March 2010).
  • May 2007
  • Conference Presentation

Bridging Rigor and Relevance in Management Research

By: Ranjay Gulati
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Gulati, Ranjay. "Bridging Rigor and Relevance in Management Research." Paper presented at the Sumantra Ghoshal Conference, London Business School, London, May 2007.
  • 20 May 2015
  • Talk

Managing Working Conditions in Global Supply Chains

By: Michael W. Toffel
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Toffel, Michael W. "Managing Working Conditions in Global Supply Chains." SAI Advisory Board Meeting, Social Accountability International, May 20, 2015.
  • February 2013
  • Supplement

Boston University: Managing Reputation and Risk (C)

By: Dutch Leonard, James Honan and Kerry Herman
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Leonard, Dutch, James Honan, and Kerry Herman. "Boston University: Managing Reputation and Risk (C)." Harvard Business School Supplement 313-100, February 2013.
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