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    • All HBS Web  (1,863)
      • Faculty Publications  (210)

      Behavioral OperationsRemove Behavioral Operations →

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      • June 2012
      • Case

      Microsoft IT India

      By: Willy C. Shih, Margaret Pierson, Alexander Down, William Gustave Jair-Shemuel Jurist, Diego Medicina and Helen Wang
      Raj Biyani faced tough challenges managing Microsoft IT India: leading a remote development organization in which key decisions were made in Redmond, and managing an organization that was perceived as less strategic than its sister Microsoft India Development Center... View Details
      Keywords: Organizational Development; Cross-functional Management; Foreign Subsidiaries; Strategy Alignment; Organizational Behavior; Indian Software Development; Global Distributed R&D; Software Industry; Organizational Structure; Research and Development; Operations; Leadership; Globalized Firms and Management; Business Subsidiaries; Information Technology; Applications and Software; Technology Industry; India
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      Shih, Willy C., Margaret Pierson, Alexander Down, William Gustave Jair-Shemuel Jurist, Diego Medicina, and Helen Wang. "Microsoft IT India ." Harvard Business School Case 612-078, June 2012.
      • 2012
      • Chapter

      The Confederacy of Heterogeneous Software Organizations and Heterogeneous Developers: Field Experimental Evidence on Sorting and Worker Effort

      By: Kevin J. Boudreau and Karim R. Lakhani
      Software development occurs in a patchwork or "confederacy" of different types of institutions (universities, small start-ups, multinational enterprises, government agencies, etc.) utilizing varied work approaches. Here we speculate on one possible explanation for this... View Details
      Keywords: Innovation and Invention; Applications and Software; Product Development; Organizations; Employees; Behavior; Competition; Cooperation; Creativity; Information Technology Industry
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      Boudreau, Kevin J., and Karim R. Lakhani. "The Confederacy of Heterogeneous Software Organizations and Heterogeneous Developers: Field Experimental Evidence on Sorting and Worker Effort." In The Rate and Direction of Inventive Activity Revisited, edited by Josh Lerner and Scott Stern, 483–502. University of Chicago Press, 2012.
      • Article

      Market Heterogeneity and Local Capacity Decisions in Services

      By: Dennis Campbell and Frances X. Frei
      We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in... View Details
      Keywords: Customer Satisfaction; Cost; Standards; Service Delivery; Service Operations; Performance Capacity; Performance Productivity; Financial Services Industry; United States
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      Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)
      • December 2011
      • Article

      Prices or Knowledge? What Drives Demand for Financial Services in Emerging Markets?

      By: Shawn A. Cole, Thomas Sampson and Bilal Zia
      Financial development is critical for growth, but its micro-determinants are not well understood. We test leading theories of low demand for financial services in emerging markets, combining novel survey evidence from Indonesia and India with a field experiment. We... View Details
      Keywords: Price; Knowledge; Demand and Consumers; Emerging Markets; Banks and Banking; Education; Finance; Behavior; Service Operations; Financial Services Industry; India; Indonesia
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      Cole, Shawn A., Thomas Sampson, and Bilal Zia. "Prices or Knowledge? What Drives Demand for Financial Services in Emerging Markets?" Journal of Finance 66, no. 6 (December 2011): 1933–1967.
      • October 2011 (Revised March 2012)
      • Case

      Cottle-Taylor: Expanding the Oral Care Group in India

      By: John A. Quelch and Alisa Zalosh
      Brinda Patel, director of oral care products for the India division of a consumer home-care product company, develops a data-driven marketing plan for toothbrushes. She believes her plan can support a 20% increase in unit sales based on rising demand for modern... View Details
      Keywords: Forecasting; Budgeting; International Marketing; Product Planning & Policy; Sales Promotions; Marketing Plans; Products; Marketing Strategy; Consumer Behavior; Emerging Markets; Forecasting and Prediction; Advertising; Product Launch; Budgets and Budgeting; Product Development; Consumer Products Industry; Health Industry; India
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      Quelch, John A., and Alisa Zalosh. "Cottle-Taylor: Expanding the Oral Care Group in India." Harvard Business School Brief Case 114-350, October 2011. (Revised March 2012.)
      • October 2011 (Revised March 2012)
      • Supplement

      Cottle-Taylor: Expanding the Oral Care Group in India, Faculty Spreadsheet (Brief Case)

      By: John A. Quelch and Alisa Zalosh
      Keywords: Forecasting; Budgeting; International Marketing; Product Planning & Policy; Sales Promotions; Marketing Plans; Products; Consumer Behavior; Marketing; Product Design; Emerging Markets; Forecasting and Prediction; Budgets and Budgeting
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      Quelch, John A., and Alisa Zalosh. "Cottle-Taylor: Expanding the Oral Care Group in India, Faculty Spreadsheet (Brief Case)." Harvard Business School Spreadsheet Supplement 114-352, October 2011. (Revised March 2012.)
      • October 2011 (Revised March 2012)
      • Supplement

      Cottle-Taylor: Expanding the Oral Care Group in India, Student Spreadsheet (Brief Case)

      By: John A. Quelch and Alisa Zalosh
      Keywords: Forecasting; Budgeting; International Marketing; Product Planning & Policy; Sales Promotions; Marketing Plans; Products; Consumer Behavior; Marketing; Product Design; Emerging Markets; Forecasting and Prediction; Budgets and Budgeting
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      Quelch, John A., and Alisa Zalosh. "Cottle-Taylor: Expanding the Oral Care Group in India, Student Spreadsheet (Brief Case)." Harvard Business School Spreadsheet Supplement 114-356, October 2011. (Revised March 2012.)
      • September – October 2011
      • Article

      Manage the Culture Cycle

      By: James L. Heskett
      Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating... View Details
      Keywords: Organizational Culture; Value; Behavior; Retention; Customer Focus and Relationships; Change Management; Learning; Innovation and Invention; Labor
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      Heskett, James L. "Manage the Culture Cycle." World Financial Review (September – October 2011): 2–7.
      • September 2011
      • Article

      The Labor Illusion: How Operational Transparency Increases Perceived Value

      By: Ryan W. Buell and Michael I. Norton
      A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
      Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
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      Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
      • June 2011
      • Case

      Reed Supermarkets: A New Wave of Competitors

      By: John A. Quelch and Carole Carlson
      Reed Supermarkets is a high-end supermarket chain with operations in several Midwestern states. Meredith Collins, vice president of marketing, visits stores located in Columbus, Ohio, an important region with the largest market and the greatest impact on revenue... View Details
      Keywords: Product Positioning; Marketing Strategy; Business Growth and Maturation; Competitive Strategy; Consumer Behavior; Brands and Branding; Retail Industry; Food and Beverage Industry; Ohio
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      Quelch, John A., and Carole Carlson. "Reed Supermarkets: A New Wave of Competitors." Harvard Business School Brief Case 114-296, June 2011.
      • Article

      Advertising, the Matchmaker

      By: Bharat N. Anand and Ron Shachar
      We empirically study the informational role of advertising in matching consumers with products when consumers are uncertain about both observable and unobserved program attributes. Our focus is on the network television industry, in which the products are television... View Details
      Keywords: Advertising; Information; Consumer Behavior; Television Entertainment; Risk and Uncertainty; Product; Decision Choices and Conditions; Advertising Industry
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      Anand, Bharat N., and Ron Shachar. "Advertising, the Matchmaker." RAND Journal of Economics 42, no. 2 (Summer 2011): 205–245. (Lead Article.)
      • May 2011
      • Article

      Think Customers Hate Waiting? Not So Fast...

      By: Ryan W. Buell and Michael I. Norton
      Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The... View Details
      Keywords: Customer Relationship Management; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction
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      Buell, Ryan W., and Michael I. Norton. "Think Customers Hate Waiting? Not So Fast..." Harvard Business Review 89, no. 5 (May 2011).
      • April 2011
      • Case

      Porcini's Pronto: "Great Italian cuisine without the wait!"

      By: James L. Heskett and Richard Luecke
      Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details
      Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Food and Beverage Industry; Service Industry; Northeastern United States
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      Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!". Harvard Business School Brief Case 114-277, April 2011.
      • January – February 2011
      • Article

      'Bricks and Clicks': The Impact of Product Returns on the Strategies of Multichannel Retailers

      By: Elie Ofek, Zsolt Katona and Miklos Sarvary
      The Internet has increased the flexibility of retailers, allowing them to operate an online arm in addition to their physical stores. The online channel offers potential benefits in selling to customer segments that value the convenience of online shopping, but it also... View Details
      Keywords: Price; Profit; Marketing Channels; Consumer Behavior; Online Technology; Retail Industry
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      Ofek, Elie, Zsolt Katona, and Miklos Sarvary. "'Bricks and Clicks': The Impact of Product Returns on the Strategies of Multichannel Retailers." Marketing Science 30, no. 1 (January–February 2011).
      • 2011
      • Working Paper

      From Social Control to Financial Economics: The Linked Ecologies of Economics and Business in Twentieth Century America

      By: Marion Fourcade and Rakesh Khurana
      As the main producers of managerial elites, business schools represent strategic research sites for understanding the formation of economic practices and representations. This article draws on historical material to analyze the changing place of economics in American... View Details
      Keywords: Economics; Practice; Business Education; Labor and Management Relations; Decision Making; Management Analysis, Tools, and Techniques; Change; Governing Rules, Regulations, and Reforms; Finance; Knowledge; Production; Business Conglomerates; Education Industry; United States
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      Fourcade, Marion, and Rakesh Khurana. "From Social Control to Financial Economics: The Linked Ecologies of Economics and Business in Twentieth Century America." Harvard Business School Working Paper, No. 11-071, January 2011.
      • 2011
      • Working Paper

      How Foundations Think: The Ford Foundation as a Dominating Institution in the Field of American Business Schools

      By: Rakesh Khurana, Kenneth Kimura and Marion Fourcade
      The question of institutional change has become central to organizational research (Powell, 2008). Recent scholarship has demonstrated, often through carefully researched cases, that institutions can and sometimes do change. According to this research, there are two... View Details
      Keywords: Change; Business Education; Business History; Organizations; Organizational Change and Adaptation; Organizational Structure; Relationships; Behavior
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      Khurana, Rakesh, Kenneth Kimura, and Marion Fourcade. "How Foundations Think: The Ford Foundation as a Dominating Institution in the Field of American Business Schools." Harvard Business School Working Paper, No. 11-070, January 2011.
      • 2010
      • Working Paper

      Lawful but Corrupt: Gaming and the Problem of Institutional Corruption in the Private Sector

      By: Malcolm S. Salter
      This paper describes how the gaming of society's rules by corporations contributes to the problem of institutional corruption in the world of business. "Gaming" in its various forms involves the use of technically legal means to subvert the intent of society's rules in... View Details
      Keywords: Crime and Corruption; Civil Society or Community; Competitive Advantage; Earnings Management; Trust; Law; Performance; Investment Funds; Private Sector; Behavior; Relationships; Goals and Objectives
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      Salter, Malcolm S. "Lawful but Corrupt: Gaming and the Problem of Institutional Corruption in the Private Sector." Harvard Business School Working Paper, No. 11-060, December 2010.
      • 2010
      • Chapter

      Feeling Good about Giving: The Benefits (and Costs) of Self-interested Charitable Behavior

      By: L. Anik, L. B. Aknin, M. I. Norton and E. W. Dunn
      While lay intuitions and pop psychology suggest that helping others leads to higher levels of happiness, the existing evidence only weakly supports this causal claim: research in psychology, economics, and neuroscience exploring the benefits of charitable giving has... View Details
      Keywords: Advertising; Cost vs Benefits; Philanthropy and Charitable Giving; Outcome or Result; Relationships; Research; Behavior; Happiness; Motivation and Incentives
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      Anik, L., L. B. Aknin, M. I. Norton, and E. W. Dunn. "Feeling Good about Giving: The Benefits (and Costs) of Self-interested Charitable Behavior." In The Science of Giving: Experimental Approaches to the Study of Charity, edited by D. M. Oppenheimer and C. Y. Olivola. Psychology Press, 2010.
      • 2016
      • Working Paper

      The Impact of Supplier Inventory Service Level on Retailer Demand

      By: Nathan Craig, Nicole DeHoratius and Ananth Raman
      To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier's service level on demand from... View Details
      Keywords: Customer Satisfaction; Forecasting and Prediction; Learning; Consumer Behavior; Service Delivery; Performance Expectations; Apparel and Accessories Industry; Service Industry
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      Craig, Nathan, Nicole DeHoratius, and Ananth Raman. "The Impact of Supplier Inventory Service Level on Retailer Demand." Working Paper. (Revised January 2016.)
      • July – August 2010
      • Article

      Are You Ignoring Trends That Could Shake Up Your Business?

      By: Elie Ofek and Luc Wathieu
      Virtually all managers in consumer businesses recognize major social, economic, and technological trends. But many do not consider the profound ways in which trends--especially those that seem unrelated to their core markets--influence consumers' aspirations,... View Details
      Keywords: Trends; Innovation and Invention; Knowledge Use and Leverage; Marketing Strategy; Consumer Behavior; Product Development
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      Ofek, Elie, and Luc Wathieu. "Are You Ignoring Trends That Could Shake Up Your Business?" Harvard Business Review 88, nos. 7-8 (July–August 2010).
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