Publications

02 Aug 2016
Video

Shark Footage with Uplifting Music

07 Jun 2021
News

Nasdaq, Stock Exchange behind Diversity Push, Blasted for Own Failures

21 Jan 2021
Video

Nguyen Thi Phuong Thao

Nguyen Thi Phuong Thao, President and CEO of VietJet Air, discusses her experience as a woman in a position of leadership and being included in the Forbes Power Woman List of 2017, relates her achievements to the experiences from her childhood, and expresses the... View Details

2013
Book

The Art of Negotiation: How to Improvise Agreement in a Chaotic World

By: Michael Wheeler

A member of the world-renowned Program on Negotiation at Harvard Law School introduces the powerful next-generation approach to negotiation. For many years, two approaches to negotiation have prevailed: the "win-win" method exemplified in Getting to Yes by Roger... View Details

Keywords: Negotiation

26 Feb 2019
First Look

New Research and Ideas, February 26, 2019

available. Purchase this case:https://cb.hbsp.harvard.edu/cbmp/product/218032-PDF-ENG Harvard Business School Case 719-451 Commonwealth Joe Coffee Roasters No abstract available. Purchase this case:https://cb.hbsp.harvard.edu/cbmp/product/719451-PDF-ENG Harvard... View Details

Keywords: Dina Gerdeman

May 2019
Article

The Role of Gatekeepers in Capital Markets

By: Sugata Roychowdhury and Suraj Srinivasan

Gatekeepers in financial markets have the power to provide the institutional stability, fortitude and direction necessary for the development and the smooth functioning of capital markets. At the same time, they are often motivated by their own private incentives.... View Details

Keywords: Gatekeepers; Capital Markets; Governing Rules, Regulations, and Reforms; Performance Effectiveness

SSRN

2011
Book

The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

By: Fred Reichheld and Rob Markey

Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details

Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects

October 1994 (Revised November 1994)
Case

British Airways: Using Information Systems to Better Serve the Customer

By: W. Earl Sasser and Norman Klein

Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details

Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry

06 Feb 2019
News

Unlike Trump, most CEOs have very little ‘executive time’

Edge: Turning Adversity into Advantage

Having an edge is about gaining an advantage, but it goes beyond just advantage. It's about recognizing that others will have their own perceptions about us, right or wrong. When you recognize the power in those perceptions and flip them in your favor, you create an... View Details

February 2013 (Revised May 2013)
Case

Juan Valdez: Innovation in Caffeination

By: Michael I. Norton and Jeremy Dann

Corporate entrepreneurs attempt to revive Colombia's famous Juan Valdez brand in the age of Starbucks, with café chain and packaged coffee ventures. In the 1970s and 80s, the iconic "Juan Valdez" ingredient brand was the most recognized in the world of coffee. The... View Details

Keywords: Innovation; Branding; Global Business; Sales; Marketing; Retailing; Corporate Strategy; Organizational Change; Corporate Entrepreneurship; Brands and Branding; Innovation and Invention

June 2021
Case

Bozoma Saint John: Leading with Authenticity and Urgency

By: Francesca Gino and Frances X. Frei

In this multimedia case, Bozoma Saint John recounts numerous defining moments from her childhood and work experiences. We learn what empowered and inspired her to be her authentic self, to be vulnerable and open to new experiences, to find commonality with others, to... View Details

Keywords: Biases; Personal Development and Career; Identity; Interests; Ethics; Values and Beliefs; Opportunities; Leadership Style; Diversity

October 2021
Article

Can European Electric Utilities Manage Asset Impairments Arising from Net Zero Targets?

By: Conor Hickey, John O'Brien, Ben Caldecott, Celine McInerney and Brian O' Gallachoir

This paper develops a framework to assess the ability of electric utilities to sustain the forced impairment of carbon emitting power plants and applies it to the European market. We present a new method to measure asset impairment, for both the company and the... View Details

Keywords: Carbon Emissions; Environmental Regulation; Transition; Utilities Industry; Europe

Read Now

Article

Creating Value Together

By: Maxim Sytch and Ranjay Gulati

Conventional wisdom suggests that companies should avoid growing dependent on their business partners. If one company, the thinking goes, grows too dependent on a counterpart by getting the entire input for a particular activity from it and is not able to switch... View Details

Keywords: Supply Chain Management; Performance Improvement; Partners and Partnerships; Power and Influence; Value Creation

06 Sep 2018
News

Starbucks, florists and other warning signs home prices are about to go up

2010
Working Paper

Conceptual Foundations of the Balanced Scorecard

By: Robert S. Kaplan

David Norton and I introduced the Balanced Scorecard in a 1992 Harvard Business Review article (Kaplan & Norton, 1992). The article was based on a multi-company research project to study performance measurement in companies whose intangible assets played a central role... View Details

Keywords: Asset Management; Balanced Scorecard; Management Systems; Performance Improvement; Strategy

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February 2021 (Revised February 2021)
Case

World of Dreams Entertainment Group: Building a Resilient Business

By: Lynda M. Applegate, Sarah Endline and Michael Norris

In 2021, Ron DeShay, former American Idol producer, is launching his new business venture: World of Dreams Entertainment Group. World of Dreams rethought the existing TV production model, giving audiences more power to directly influence the creation of shows through a... View Details

Keywords: Television Entertainment; Media; Social Issues; Sports; Business Ventures; Digital Platforms; Entertainment and Recreation Industry; United States; California; Los Angeles

December 2009
Article

Who Owns Metrics?: Building a Bill of Rights for Online Advertisers

By: Benjamin Edelman

I offer five rights to protect advertisers from increasingly powerful ad networks-avoiding fraudulent charges for services not rendered, guaranteeing data portability so advertisers get the best possible value, and assuring price transparency so advertisers know what... View Details

Keywords: Online Advertising; Crime and Corruption; Price; Measurement and Metrics; Technology Networks; Value; Advertising Industry