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The Four Things a Service Business Must Get Right

All successful firms must design a compelling offering and manage the workforce to deliver it at an attractive price. But service firms must do even more: deal with the frustrating fact that their customers can wreak havoc on service quality and... View Details

Achieving Individual — and Organizational — Value With AI

New research shows that employees derive individual value from AI when using the technology improves their sense of competency, autonomy, and relatedness. Likewise, organizations are far more likely to obtain value from AI when their workers do. This report... View Details

23 Mar 2021
Cold Call Podcast

Managing Future Growth at an Innovative Workforce Education Startup

Keywords: Re: William A. Sahlman

26 Mar 2018
Working Paper Summaries

The Impact of CEOs in the Public Sector: Evidence from the English NHS

Keywords: by Katharina Janke, Carol Propper, and Raffaella Sadun; Health

November 2013 (Revised September 2015)
Supplement

GlaxoSmithKline in China (B)

By: John A. Quelch and Margaret L. Rodriguez

In 2013, Chinese investigators detained four GSK employees for allegedly bribing health care staff to sell GSK pharmaceuticals. A month later, GSK's Asia Pacific regional president, Abbas Hussain, said the company would help identify corrupt practices. Two days later,... View Details

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13 Nov 2014
News

Turning Missions into Movements

27 Mar 2017
News

How Companies Can Benefit More From Their Corporate Giving

04 Feb 2020
Video

Dr. Elizabeth Mary Okelo

Mary Okelo, who pursued a successful career as an executive of British-owned Barclays Bank In Kenya before founding the only women’s bank in Africa and the Makini schools system, explains how she was regarded... View Details

02 May 2017
First Look

First Look at New Research: May 2, 2017

April 14, 2017 Harvard Business Review Companies Like United Need to Cultivate Good Judgment, and Free Their Employees to Use It By: Deighton, John A. Abstract—United Airlines has pledged to improve its training programs and empower its... View Details

Keywords: Carmen Nobel

21 Aug 2023
Book

You’re More Than Your Job: 3 Tips for a Healthier Work-Life Balance

grit is going to overcome structural inequality and the lack of growth in real wages. Each of these pieces has made stability harder to achieve individually and collectively.” One of the more telling indicators of the shift in how View Details

Keywords: by Kara Baskin

Jon M. Jachimowicz

Jon M. Jachimowicz is an Assistant Professor of Business Administration in the Organizational Behavior Unit at Harvard Business School, where he teaches the Leadership and Organizational Behavior course (LEAD) in the Required Curriculum. He studies... View Details

August 12, 2021
Article

The Endless Digital Workday

By: Arjun Narayan, Rohan Narayana Murty, Rajath B. Das and Scott Duke Kominers

The shift to remote work ended the traditional 9–5 workday: employees work in bursts, at night, between caregiving tasks, and whenever they can find time between the endless distractions of messages, calls, and emails. New research, however, shows that for many teams,... View Details

Keywords: Remote Work; Workday; Team Overlap; Groups and Teams; Employees; Performance Productivity; Management

Citation

January 2021 (Revised May 2021)
Case

Delta Air Lines: Navigating the COVID-19 Storm

By: Ted Berk and Ryan Flamerich

This case examines Delta Air Lines’ response as demand for its services plummeted in the face of the COVID-19 pandemic, with a focus on the company’s funding needs and capital structure. Following a series of initial actions, the company’s cash “burn” had reduced from... View Details

Keywords: COVID-19; Health Pandemics; Financial Condition; Capital Structure; Crisis Management; Risk Management; Business and Stakeholder Relations; Air Transportation Industry

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April 2007 (Revised March 2008)
Case

Dr. Iqbal Survé at Sekunjalo Investment Group (A)

By: Linda A. Hill and Emily Stecker

Dr. Iqbal Surve, a self-described "medical doctor, philanthropist, and social entrepreneur," was born in 1963 and grew up in poverty, like virtually all non-white South Africans during apartheid. During the 1970s and 1980s, he served in leadership positions in the ANC,... View Details

Keywords: Crime and Corruption; Social Entrepreneurship; Investment; Leadership; Corporate Social Responsibility and Impact; Partners and Partnerships; South Africa

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July 2000 (Revised July 2001)
Case

Sycamore Networks

By: Joseph B. Lassiter III and Daniel J. Green

Founders Desh Deshpande and Dan Smith reflect on Sycamore's sales strategies and consider how going public might affect the morale of its key employees. In the optical networking sector, technological change and exploding demand has created a market for talent in which... View Details

Keywords: Applied Optics; Entrepreneurship; Sales; Business Strategy; Initial Public Offering; Retention; Employees; Communication Technology; Technological Innovation; Communications Industry; Telecommunications Industry

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December 1997
Case

Intercontinental Breweries (Abridged)

By: Thomas R. Piper

A senior executive of a U.S. multinational is attempting to develop a set of financial, operating, and ownership arrangements that will be acceptable to the management and employees of a major Polish company and to the Ministry of Privatization. The arrangements must... View Details

Keywords: Agreements and Arrangements; Multinational Firms and Management; Joint Ventures; Food and Beverage Industry; Poland; United States

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March 2006
Background Note

Influencing Customer Behavior in Service Operations

By: Frances X. Frei and Amy C. Edmondson

Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details

Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry

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