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  • 11 May 2011
  • Research & Ideas

Building a Better Board

decisions that come before the board," Kaufman says. "One lesson from the recent global financial crisis was that some financial institution boards had few directors... View Details
Keywords: by Carmen Nobel
  • Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
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Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
  • 20 Oct 2010
  • Research & Ideas

HBS Workshop Encourages Corporate Reporting on Environmental and Social Sustainability

institution is living up to its commitments in each area. Still in its infancy, integrated reporting has been adopted by a few dozen companies including AEP, BASF, Novartis, Novo Nordisk, Philips, Southwest Airlines, and United... View Details
Keywords: by Sean Silverthorne; Accounting
  • 2012
  • Chapter

Banking on Consumer Credit: Explaining Patterns of Household Borrowing in the United States and France

By: J. Gunnar Trumbull
Keywords: Credit; Commercial Banking; Personal Finance; Borrowing and Debt; Financing and Loans; Consumer Behavior; Banking Industry; United States; France
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Trumbull, J. Gunnar. "Banking on Consumer Credit: Explaining Patterns of Household Borrowing in the United States and France." Chap. 7 in The Development of Consumer Credit in Global Perspective: Business, Regulation, and Culture, edited by Jan Logemann. New York: Palgrave Macmillan, 2012.
  • February 2005
  • Article

Managing the Ecosystem

By: Marco Iansiti
The days of the corporate lone wolf are over. In our increasingly interconnected world, standing alone is no longer a viable business model. Instead, smart companies rely heavily on networks of partners, suppliers, and customers to achieve market success and sustain... View Details
Keywords: Integrated Corporate Reporting; Partners and Partnerships; Industry Clusters; Customers; Markets; Situation or Environment; Banks and Banking; Insurance; Software
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Iansiti, Marco. "Managing the Ecosystem." Optimize 4, no. 2 (February 2005).
  • September 1992 (Revised July 1998)
  • Case

Germany in the 1990s: Managing Reunification

By: George C. Lodge and James W. Ragsdale
In October 1990, eastern Germany was incorporated into the Federal Republic of Germany. The German people rewarded the architect of these changes, Helmut Kohl, with an enhanced majority in national elections. But only two years later it was hard to remember these heady... View Details
Keywords: Economy; Inflation and Deflation; Central Banking; Interest Rates; Political Elections; Situation or Environment; Integration; Europe; Germany; Italy; United Kingdom
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Lodge, George C., and James W. Ragsdale. "Germany in the 1990s: Managing Reunification." Harvard Business School Case 793-033, September 1992. (Revised July 1998.)
  • 02 May 2008
  • What Do You Think?

What is the Future of State Capitalism?

implications for those in need of capital, particularly if the source of the capital is your strongest economic competitor. For example, the United States, European Union, and South Africa recently have seen several of their very large View Details
Keywords: by Jim Heskett
  • 15 Sep 2011
  • Research & Ideas

High Ambition Leadership

They instituted an incentive scheme that gave employees a financial stake in the performance of the business. They invested in IT systems and other tools to improve the ability of frontline call-center... View Details
Keywords: by Martha Lagace
  • 21 Dec 2010
  • First Look

First Look: December 21

through which reliability and validity are enhanced for organizational learning Race at the Top: How Companies Shape the Inclusion of African Americans on Their Boards in Response to Institutional Pressures Authors:Clayton S. Rose and... View Details
  • 24 May 2004
  • Research & Ideas

When Reputation Trumps Regulation

A recent study by HBS assistant professor Jordan Siegel tests whether foreign firms can leapfrog their countries' weak legal institutions by listing equities in New York and voluntarily abiding by U.S. securities law. The study, which... View Details
Keywords: by Ann Cullen
  • 22 Mar 2016
  • First Look

March 22, 2016

investor's financial returns. Institutions, Institutional Change and Economic Performance in Emerging Markets brings together a series of Harvard Business School case studies on emerging markets. This book... View Details
Keywords: Sean Silverthorne
  • 28 Apr 2003
  • Research & Ideas

Shareholders Key to Corporate Reform

be actually brought home to the investor." Most of our social contracts are built on the assumption that individual accountability influences human behavior. Indeed, the recent move by the SEC to require CEOs to personally attest to their companies' View Details
Keywords: by Cynthia A. Montgomery & Rhonda Kaufman
  • January 2022
  • Background Note

The Florange Law: Encouraging Long-Termism in Equity Markets?

By: Charles C.Y. Wang and Tonia Labruyere
This note provides background information on a French law (“the Florange law”) passed in 2014 that the French government said would encourage long-term shareholdings. The note describes the law, what led to it, the reactions it evoked, and similar initiatives in other... View Details
Keywords: Equity; Financial Markets; Investment Activism; Institutional Investing; Corporate Governance; Policy; Rights; Laws and Statutes; Business and Government Relations; Accounting Industry; France
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Wang, Charles C.Y., and Tonia Labruyere. "The Florange Law: Encouraging Long-Termism in Equity Markets?" Harvard Business School Background Note 122-065, January 2022.
  • December 1998 (Revised December 1999)
  • Case

Morgan Stanley Dean Witter Private Client Services

By: Thomas J. DeLong, David M. Darst, Ann K Rusher and Catherine M. Conneely
The 1997 merger of retail giant Dean Witter and investment bank Morgan Stanley was a year old when Bob Sculthorpe was appointed director of Private Client Services (PCS) at Morgan Stanley Dean Witter (MSDW). The firm was still operating under two separate broker-dealer... View Details
Keywords: Mergers and Acquisitions; Business Divisions; Investment Banking; Brands and Branding; Salesforce Management; Competitive Strategy; Retail Industry
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DeLong, Thomas J., David M. Darst, Ann K Rusher, and Catherine M. Conneely. "Morgan Stanley Dean Witter Private Client Services." Harvard Business School Case 899-107, December 1998. (Revised December 1999.)
  • 31 Jan 2012
  • First Look

First Look: Jan. 31

investment professionals. Asset Allocation by Institutional Investors after the Recent Financial Crisis Authors:Robert C. Pozen, Betsy Palmer, and Natalie Shapiro Publication:In Growing Old: Paying for... View Details
Keywords: Sean Silverthorne & Carmen Nobel
  • 02 Jul 2015
  • Op-Ed

The Future of the Greek Economy

The question is not if, after all the misery, Greece might be better off without the euro (it would not) or if the Eurozone would suffer from financial contagion if it became clear that the common currency is breakable (it would).... View Details
Keywords: by Laura Alfaro, Dante Roscini & George Serafeim; Banking
  • September 2018 (Revised May 2021)
  • Teaching Plan

Eastern Bank: Innovating Through Eastern Labs

By: Karen Mills, Dennis Campbell and Aaron Mukerjee
Eastern Bank is a 200-year-old New England mutual bank with a community focus. Eastern specializes in small business lending, having made strategic investments to become the top SBA lender in New England in the midst of the Great Recession, when other banks were... View Details
Keywords: Banks; Fintech; Innovation; Innovation & Entrepreneurship; Innovation And Strategy; Technological Change; Technology And Innovation Management; Entrepreneurial Management; Intrapreneurship; Banks and Banking; Innovation and Invention; Entrepreneurship; Innovation Strategy; Technological Innovation; Information Technology; Management
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Mills, Karen, Dennis Campbell, and Aaron Mukerjee. "Eastern Bank: Innovating Through Eastern Labs." Harvard Business School Teaching Plan 319-037, September 2018. (Revised May 2021.)
  • April 2007
  • Case

ABN AMRO Bank N.V.: Global Change Agents

By: Rosabeth M. Kanter, Lance P. Pierce and Ryan Leo Raffaelli
ABN AMRO Global Banking Group developed its risk management function in response to expansion, and increasingly focused on environmental and social risks. The head of the function needed to influence policies and business decisions in a highly decentralized context in... View Details
Keywords: Risk Management; Banks and Banking; Expansion; Change; Governing and Advisory Boards; Social Enterprise; Leadership Development; History; Banking Industry; Service Industry; Brazil; India; United States
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Kanter, Rosabeth M., Lance P. Pierce, and Ryan Leo Raffaelli. "ABN AMRO Bank N.V.: Global Change Agents." Harvard Business School Case 307-050, April 2007.
  • August 2009 (Revised March 2011)
  • Case

Shenzhen Development Bank

By: Li Jin, Yuhai Xuan and Xiaobing Bai
Weijian Shan, Managing Partner of Newbridge Capital, faces a tough call in regard to his firm's investment in Shenzhen Development Bank, China's fifteenth-largest commercial bank listed on the Shenzhen Stock Exchange. Due to the aggressive lobby of the existing... View Details
Keywords: Mergers and Acquisitions; Private Equity; Commercial Banking; Investment; Emerging Markets; Business and Government Relations; Banking Industry; China
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Jin, Li, Yuhai Xuan, and Xiaobing Bai. "Shenzhen Development Bank." Harvard Business School Case 210-020, August 2009. (Revised March 2011.)
  • July 2002 (Revised November 2002)
  • Case

Crucial Conversations

By: Thomas J. DeLong and Vineeta Vijayraghavan
Todd McKenna, a third-year associate at an investment banking firm, confronts his boss. His boss had told him he would be the top paid associate at the firm, and McKenna finds out that this isn't true. He approaches his boss to find out why he was lied to. View Details
Keywords: Interpersonal Communication; Investment Banking; Executive Compensation; Employee Relationship Management; Rank and Position; Banking Industry
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DeLong, Thomas J., and Vineeta Vijayraghavan. "Crucial Conversations." Harvard Business School Case 403-027, July 2002. (Revised November 2002.)
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