Publications

28 Sep 2012
Conference Presentation

Online Word of Mouth and Product Quality Disagreement

By: Frank Nagle and Christoph Riedl

02 Feb 2015
Working Paper Summaries

Mobile Money: The Effect of Service Quality and Competition on Demand

Keywords: by Karthik Balasubramanian & David F. Drake; Banking

2021
Article

Reflections: Voice and Silence in Workplace Conversations

By: Amy C. Edmondson and Tijs Besieux

We highlight conversations at work as an arena of change. Drawing on and extending the psychological safety literature, we offer a new framework to distinguish between productive and unproductive forms of both voice and silence. The framework’s four... View Details

Keywords: Conversation; Silence; Voice; Psychological Safety; Interpersonal Communication; Quality; Management Practices and Processes; Organizational Change and Adaptation

July 1991 (Revised July 1993)
Case

Alliant Health System: A Vision of Total Quality

Alliant has been a leader in the health care industry in implementing total quality management. After five years, however, they do not have much to show for their efforts except a "foundation" of quality attitudes and processes. The case discusses their plans to "jump... View Details

Keywords: Quality; Management Practices and Processes; Information Technology; Health Care and Treatment; Health Industry

Educators

2021
Working Paper

Government Shareholdings in Brokerage Firms and Analyst Research Quality

By: Sheng Cao, Xianjie He, Charles C.Y. Wang and Huifang Yin

During times when the Chinese government wished to prop up the market, sell-side analysts from brokerages with significant government ownership issued relatively less pessimistic (or more optimistic) earnings forecasts, earnings-forecast revisions, and stock... View Details

Keywords: Sell-side Analysts; Forecast Optimism; Forecast Accuracy; Government Incentives; Stocks; Forecasting and Prediction; Business and Government Relations; Emerging Markets

SSRN

August 2023
Supplement

Apple: Privacy vs. Safety (C)

By: Henry McGee, Nien-hê Hsieh and Kerry Herman

In September 2021, Apple decided to delay updates to iOS and iPadOS that included features to fight child sexual abuse. While many—including prominent privacy and security experts—praised Apple, others were opposed. They saw Apple introducing features that risked... View Details

Keywords: Corporate Social Responsibility and Impact; Values and Beliefs; Public Opinion; Applications and Software; Leadership

March 2019
Teaching Note

PCAOB Efforts to Improve Audit Quality (A) and (B)

By: Aiyesha Dey and Paul Healy

Teaching Note for HBS Nos. 118-108 and 118-109. View Details

31 Jan 2019
Cold Call Podcast

How Wegmans Became a Leader in Improving Food Safety

Keywords: Re: Ray A. Goldberg; Food & Beverage

November 1994
Case

AB Astra: Growth with Quality

By: Mary E. Barth and David F. Hawkins

Keywords: Business Growth and Maturation; Quality; Pharmaceutical Industry

1992
Book

Revolutionizing Product Development: Quantum Leaps in Speed, Efficiency and Quality

By: S. C. Wheelwright and K. B. Clark

Keywords: Product Development

04 Dec 2007
Working Paper Summaries

Dynamics of Platform Competition: Exploring the Role of Installed Base, Platform Quality and Consumer Expectations

Keywords: by Feng Zhu & Marco Iansiti; Entertainment & Recreation

January 2023
Article

Psychological Safety Comes of Age: Observed Themes in an Established Literature

By: Amy C. Edmondson and Derrick P. Bransby

Since its renaissance in the 1990s, psychological safety research has flourished—a boom motivated by recognition of the challenge of navigating uncertainty and change. Today, its theoretical and practical significance is amplified by the increasingly complex and... View Details

Keywords: Safety; Risk and Uncertainty; Leadership; Working Conditions; Research; Performance; Learning; Organizational Culture

Article

Unhealthy Consumerism: The Challenge of Trading Off Price and Quality in Healthcare

By: Kate Barasz and Peter A. Ubel

Over the last decade, healthcare in many parts of the world has shifted toward a more patient-centric, consumeristic model, marked by an emphasis on choice and a proliferation of typical consumer-facing information (e.g., price and quality data). However, while the... View Details

Keywords: Medical Decision-making; Choice; Health Care and Treatment; Quality; Price; Consumer Behavior; Decision Making

09 May 2018
Research & Ideas

A Simple Way for Restaurant Inspectors to Improve Food Safety

are hospitalized, and 3,000 die due to foodborne illnesses, according to the Center for Disease Control and Prevention. The research is detailed in the paper “How Scheduling Can Bias View Details

Keywords: by Carmen Nobel; Food & Beverage; Service

19 Jan 2021
Cold Call Podcast

Engaging Community to Create Proactive, Equitable Public Safety

Keywords: Re: Mitchell B. Weiss; Public Administration

September–October 1990
Article

Zero Defections: Quality Comes to Services

By: F. Reichheld and W. E. Sasser Jr.

Keywords: Quality

2013
Chapter

Growth and the Quality of Foreign Direct Investment: Is All FDI Equal?

By: Laura Alfaro and Andrew Charlton

In this paper we distinguish different "qualities" of FDI to re-examine the relationship between FDI and growth. We use "quality" to mean the effect of a unit of FDI on economic growth. However, this is difficult to establish because it is a function of many different... View Details

Keywords: Quality; Economic Growth; Foreign Direct Investment