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  • 26 Jul 2010
  • Research & Ideas

Yes, You Can Raise Prices in a Downturn

higher prices," says Frank V. Cespedes, a senior lecturer at Harvard Business School, who spent 12 years running a professional services firm. That's right. Higher prices, not lower. “Competing on price is ultimately a bet View Details
Keywords: by Sean Silverthorne; Retail; Consumer Products
  • January 1995 (Revised September 1997)
  • Case

TV Guide (B)

By: Jeffrey F. Rayport
TV Guide, the nation's most profitable and largest magazine, attempts entry into the world of electronic publishing. The crux of TV Guide's strategy is to transform the magazine's content into a centralized database that can be accessed by new businesses, like... View Details
Keywords: Market Entry and Exit; Service Delivery; Information Technology; Marketing; Information Publishing; Service Industry; Publishing Industry
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  • 17 Jan 2017
  • First Look

First Look at New Research: January 17

90 days to work with your accountant and attorney on confirmatory due diligence. Transition into leadership. After the sale closes, your priorities should be building relationships (with employees, customers, and suppliers) and setting up... View Details
Keywords: Sean Silverthorne
  • 2015
  • Book

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger
Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details
Keywords: Management; Leadership; Service Operations; Service Delivery
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  • 11 Jun 2007
  • Lessons from the Classroom

Teaching the Next Generation of Energy Executives

You may think that being an energy executive—especially a manager in a leading oil company—might be the easiest job around. Just flip the production switch, and watch gas prices head toward $4 a gallon. But students enrolled in Harvard Business School professor Forest... View Details
Keywords: by Julia Hanna; Energy; Utilities
  • 22 Jul 2014
  • First Look

First Look: July 22

infringing on the NPEs' patents. We support these predictions using a novel, large dataset of patents targeted by NPEs. We show that NPEs on average target firms that are flush with View Details
Keywords: Sean Silverthorne
  • 26 Jun 2018
  • First Look

New Research and Ideas, June 26, 2018

first large-sample evidence on the behavior and impact of non-practicing entities (NPEs) in the intellectual property space. We find that on average, NPEs appear to behave as opportunistic “patent trolls.”... View Details
Keywords: Dina Gerdeman
  • 11 Apr 2000
  • Research & Ideas

Financial Services 24/7

her Bank One account. "It is not uncommon for new delivery systems to compete with old ones," notes Dwight Crane. "But the Wingspanbank model takes that notion to unique extremes." Bank View Details
Keywords: by Susan Young
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

than prescriptions picked up at a pharmacy. Nevertheless, when home delivery is offered on an opt-in basis, the take-up rate is only 6%. We study a program that makes active choice of either home View Details
Keywords: Sean Silverthorne
  • 24 Sep 2007
  • Research & Ideas

The FDA: What Will the Next 100 Years Bring?

technologies together are pushing people to take an increasingly active role in managing their own health records. So the project will explore the relationship between, on the one hand, new technologies for... View Details
Keywords: by Sean Silverthorne; Biotechnology; Consumer Products; Food & Beverage; Health
  • 06 May 2014
  • First Look

First Look: May 6

in which matching is made contingent on the percentage of others who give (e.g., "if X% of others give, we will match all donations"). A field experiment shows that a 75% contingent match (where matches "kick in" only... View Details
Keywords: Sean Silverthorne
  • 08 Jul 2014
  • First Look

First Look: July 8

return on assets over the subsequent one to five years. We find that activist directors are associated with significant strategic and operational actions by firms. We find evidence of increased divestiture,... View Details
Keywords: Carmen Nobel
  • July 2010 (Revised March 2013)
  • Case

Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts

By: Robert G. Eccles and Kerry Herman
Daren Kemp, a partner at leadership consultancy and executive search firm Heidrick & Struggles, is responsible for the firm's relationship with Standard Chartered Bank (Standard Chartered). Standard Chartered is one of 94 companies in Heidrick's strategic partners... View Details
Keywords: Customer Relationship Management; Service Delivery; Partners and Partnerships; Business Strategy; Consulting Industry; Employment Industry
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  • 2014
  • Article

Notes from the Search for Deep Indicators in Services

By: James L. Heskett
Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details
Keywords: Service Delivery; Organizational Culture; Performance; Service Industry
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  • June 1991 (Revised October 1992)
  • Case

Otis Elevator Co.: Managing the Service Force

By: James I. Cash Jr.
Keywords: Service Delivery; Management
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  • 23 Jan 2018
  • First Look

First Look at New Research and Ideas, January 23, 2018

Psychology The Downside of Downtime: The Prevalence and Work Pacing Consequences of Idle Time at Work By: Brodsky, Andrew, and Teresa M. Amabile Abstract—Although both media commentary and academic research have focused much attention on... View Details
Keywords: Sean Silverthorne
  • 23 Jan 2008
  • First Look

First Look: January 23, 2008

a question related to whether the poor should be helped by the government or if they should help themselves, while the measure of luck is the share of the oil industry in the state's economy multiplied by the price of oil. The correlation is negative, suggesting that... View Details
Keywords: Martha Lagace
  • August 2024
  • Case

Pioneering Pain Management: CWC Alliance Combats the Opioid Epidemic

By: Susanna Gallani, Karen L. Sedatole and Sarah Mehta
Set in March 2024, this case is about CWC Alliance (CWC), a nonprofit working to prevent opioid addiction in the U.S. Founder Cammie Wolf Rice launched CWC in 2018 after her son, Christopher Wolf, died of a heroin overdose. Wolf’s dependence on opioids stemmed from a... View Details
Keywords: Health Care and Treatment; Innovation and Invention; Jobs and Positions; Nonprofit Organizations; Expansion; Growth and Development Strategy; Service Delivery; Mission and Purpose; Health Industry; United States; Georgia (state, US); Atlanta
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  • Article

What Do Nongovernmental Organizations Do?

By: Eric D. Werker and Faisal Z. Ahmand
Nongovernmental organizations are one group of players who are active in the efforts of international development and increasing the welfare of poor people in poor countries. Nongovernmental organizations are largely staffed by altruistic employees and volunteers... View Details
Keywords: Non-Governmental Organizations; Growth and Development; Welfare or Wellbeing; Poverty; Service Delivery; Crime and Corruption; Social Entrepreneurship; Decision Making; Resource Allocation; Product Development; Framework
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  • 20 Oct 2015
  • First Look

October 20, 2015

industries), and that there is a tight relationship between the direct impact of a shock and the magnitudes of the downstream and the upstream indirect effects. We then investigate the short-run propagation of four different types of industry-level shocks: two... View Details
Keywords: Sean Silverthorne