Publications

08 Mar 2021
In Practice

COVID Killed the Traditional Workplace. What Should Companies Do Now?

A year ago, COVID-19 forced many companies to send employees home—often with a laptop and a prayer. Now, with COVID cases subsiding and vaccinations rising, the prospect of returning to old office routines appears more possible. But will employees want to flock back to... View Details

Keywords: by Dina Gerdeman

22 Apr 2009
Working Paper Summaries

Where is the Pharmacy to the World? International Regulatory Variation and Pharmaceutical Industry Location

Keywords: by Arthur Daemmrich; Pharmaceutical

Web

Leadership Fellows

Fellows with two professional development days on the HBS campus, for increased understanding of the sector, ability to have impact in the Fellowship year, and to explore careers beyond the year. (HBS covers travel and accommodations for... View Details

04 Jan 2017
What Do You Think?

How Much Bureaucracy is a Good Thing in Government and Business?

Meetings are longer, more frequent, and involve more people. Everyone seems to want a voice in a decision. And when the leader finally decides, it is only at the end of a long time delay to accommodate rules, “due process,” imposed by... View Details

Keywords: by James L. Heskett

Web

Hidden Workers, Untapped Talent - Managing the Future of Work

retirement—limit their hours. By learning about and accommodating the needs of these workers, firms can encourage part-time employees to take on more hours—helping ease the talent shortage and raise productivity. Read the report Hidden... View Details

January 2015 (Revised March 2015)
Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram

Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details

Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India

May 2016 (Revised January 2018)
Case

Airbnb, Etsy, Uber: Acquiring the First Thousand Customers

By: Thales S. Teixeira and Morgan Brown

By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to match suppliers of assets for rent, physical products or services with customers demanding them. Among the most notable... View Details

Keywords: Airbnb; Etsy; Uber; Growth Hacking; Two-sided Market; Internet and the Web; Marketing Strategy; Digital Platforms; Digital Marketing; Business Startups; Accommodations Industry; Accommodations Industry

01 Dec 2023
News

Educating Leaders for Today and Tomorrow

leadership. As the stories in this Impact section illustrate, HBS strives to keep its offerings engaging and relevant in an era of rapidly accelerating change. This ambition, which is critical in preparing students to navigate the world’s most pressing business... View Details

15 Jan 2013
Working Paper Summaries

The Promise of Positive Optimal Taxation: A Generalized Theory Calibrated to Survey Evidence on Normative Preferences Explains Puzzling Features of Policy

Keywords: by Matthew Weinzierl

14 Sep 2020
Research & Ideas

You're Right! You Are Working Longer and Attending More Meetings

period, Sadun suspects that employees adopted more fluid schedules to accommodate interruptions from, say, a child struggling with virtual learning or a sick family member. [div class=infogram-embed data-id=_/PHD0Oe3IKZEzoXHByJOS][/div]... View Details

Keywords: by Danielle Kost

March 2011
Case

Terror at the Taj Bombay: Customer-Centric Leadership

By: Rohit Deshpande

On November 26, 2008, heavily armed terrorists launched a series of attacks throughout the western-Indian city of Mumbai (formerly Bombay). One of the locations attacked was the Taj Mahal Palace and Tower, which was occupied by the terrorists for over three days,... View Details

Keywords: Safety; Leadership; National Security; Service Delivery; Organizational Culture; Crisis Management; Customer Focus and Relationships; Brands and Branding; Accommodations Industry; Mumbai

25 Mar 2021
Blog Post

Meet the Student Academic Services Support Team at HBS!

participation. During the 2019-2020 academic year, 200 students utilized writing coaching services, and 300 first-year students worked with second-year student tutors. Disability Accommodation and Support Assistance is available for... View Details

Web

Rising Leaders for Social Impact Forum | Social Enterprise | Harvard Business School

and moving forward Note: We may not be able to accommodate all interested students. We will be able to confirm participation in mid-September. Want to learn more? Reach out to the Social Enterprise Initiative: se@hbs.edu . INITIATIVES... View Details

March 2001 (Revised September 2005)
Case

Ritz-Carlton Hotel Company, The

By: Sandra J. Sucher and Stacy McManus

In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity,... View Details

Keywords: Customer Satisfaction; Innovation and Invention; Leadership; Brands and Branding; Product Launch; Service Operations; Performance Improvement; Problems and Challenges; Quality; Status and Position; Culture; Value Creation; Accommodations Industry; Accommodations Industry