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Show Results For
- All HBS Web
(2,010)
- People (6)
- News (408)
- Research (1,359)
- Events (5)
- Multimedia (4)
- Faculty Publications (572)
- 08 Dec 2016
- HBS Seminar
Joel Waldfogel, University of Minnesota, Carlson School of Management
- Web
General Management Awards & Honors - Faculty & Research
General Management Overview Faculty Curriculum Awards & Honors Doctoral Students 2024 Leonard A. Schlesinger : Received the 2023-2024 Apgar Award for Innovation in Teaching. 2023 Nien-he Hsieh : Winner of the 2023 Case Centre Award in the... View Details
- May 2016 (Revised September 2016)
- Case
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
By: Rajiv Lal and Gamze Yucaoglu
In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details
Keywords: Customer Experience; Customer Service; Hotel Industry; Emerging Market; Customer Focus; Leading Growth; Feedback Culture; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Hillside; HBC; Turkey; Vacation; Customer Relationship Management; Quality; Employee Relationship Management; Service Operations; Organizational Culture; Customer Satisfaction; Selection and Staffing; Service Delivery; Competitive Advantage; Emerging Markets; Growth and Development; Accommodations Industry; Entertainment and Recreation Industry; Turkey
Lal, Rajiv, and Gamze Yucaoglu. "Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean." Harvard Business School Case 516-110, May 2016. (Revised September 2016.)
- 02 Mar 2011
- Research & Ideas
Managing the Open Source vs. Proprietary Decision
Editor's note: In their new book, The Comingled Code: Open Source and Economic Development, HBS professor Josh Lerner and London School of Economics professor Mark Schankerman look at the impact of open source software on economic development, as well as the resulting... View Details
- 03 Nov 2015
- HBS Seminar
Avi Goldfarb, University of Toronto, Rotman School of Management
- Research Summary
Clinical Trials as a setting for Health Policy and Management Research
The clinical trial marketplace is in flux. A decade ago, pharmaceutical firms almost exclusively conducted the study of their novel drug compounds within major academic medical centers. But today, industry-sponsored clinical trials are increasingly using community... View Details
- 25 Nov 2013
- Research & Ideas
Hiding From Managers Can Increase Your Productivity
quality targets." "We assume that when we can see something, we understand it better," Bernstein says. "In this particular environment, and perhaps many others, what managers were seeing... View Details
- October 2016
- Case
Turkasset: Bringing Customer-Centricity to Debt Collection
By: Dennis Campbell and Gamze Yucaoglu
In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details
Keywords: Customer Satisfaction; Customer Experience; Customer Service; Customer-centric; Emerging Market; Customer Focus; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Turkasset; Collections Agency; NPL; Call Center; Financial Services; Borrowing and Debt; Customer Focus and Relationships; Organizational Culture; Operations; Management; Service Operations; Quality; Competitive Advantage; Cost vs Benefits; Financial Services Industry; Turkey
- 01 Jun 2017
- News
Research Brief: Profit with Purpose—and Middle Management
market returns, companies ranked in the top quarter of the two qualities of clarity and purpose outperformed the bottom quarter by about 6 percent annually. Serafeim suspects that this link has to do with developing strong, informal... View Details
Keywords: Erin Peterson
- 17 Nov 2003
- Research & Ideas
The Business Case for Diabetes Disease Management
Conference on November 7. Beaulieu's research focuses on many aspects of healthcare—including contracting, quality competition in managed care, and human capital management and... View Details
- December 2022
- Article
I Don't 'Recall': The Decision to Delay Innovation Launch to Avoid Costly Product Failure
By: Byungyeon Kim, Oded Koenigsberg and Elie Ofek
Innovations embody novel features or cutting-edge components aimed at delivering desired customer benefits.
Oftentimes, however, we observe the need to recall new products shortly after their introduction. Indeed, a firm
may rush an innovation to market in an attempt... View Details
Keywords: Innovation Management; Innovation And Strategy; Product Development Strategy; Product Introduction; Quality Control; Product Recalls; Game Theory; Market Timing; Innovation Strategy; Product Launch; Product Development
Kim, Byungyeon, Oded Koenigsberg, and Elie Ofek. "I Don't 'Recall': The Decision to Delay Innovation Launch to Avoid Costly Product Failure." Management Science 68, no. 12 (December 2022): 8889–8908.
- October 2015 (Revised February 2020)
- Teaching Note
Trouble at Tessei
By: Ethan Bernstein and Ryan Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
costs of employee turnover? What are the benefits of a loyal customer base? These are questions that intrigue members of the Service Management unit. Judging from the popularity of the Service Management... View Details
Keywords: Susan Young
- 2015
- Working Paper
The Challenges and Enhancing Opportunities of Global Project Management: Evidence from Chinese and Dutch Cross-Cultural Project Management
By: Ying Zhang, Christopher Marquis, Sergey Filippov, Henk-Jan Haasnoot and Martijn van der Steen
This study investigates the role of national and organisational culture in day-to-day activities of multinational project teams, specifically focusing on differences between Chinese and Dutch project managers. We rely on fieldwork observation and interviews with... View Details
Keywords: Management; Organizational Culture; Projects; Cross-Cultural and Cross-Border Issues; China; Netherlands
Zhang, Ying, Christopher Marquis, Sergey Filippov, Henk-Jan Haasnoot, and Martijn van der Steen. "The Challenges and Enhancing Opportunities of Global Project Management: Evidence from Chinese and Dutch Cross-Cultural Project Management." Harvard Business School Working Paper, No. 15-063, February 2015.
- 30 Jun 2016
- Working Paper Summaries
The Dyadic Ties of Managers and Financial Analysts and Their Externality on a Firm's Information Environment
- 13 Sep 2019
- Blog Post
An Uncommon Summer: Project Management at an Education Non-Profit
largest charter school systems with 54 schools in six cities serving underprivileged communities. The vast majority of their student bodies are filled with children of color from low-income backgrounds. Given such a high need for quality... View Details
- Web
Technology & Operations Management Awards & Honors - Faculty & Research
Michael W. Toffel : Finalist for the 2021 MSOM Responsible Research Award from the Manufacturing and Service Operations Management Society (MSOM) for his article with Maria Ibanez, “How Scheduling Can Bias View Details
- March 2016
- Supplement
Trouble at Tessei
By: Ethan Bernstein and Ryan W. Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Multimedia/Video Supplement 616-706, March 2016.
- October, 2023
- Article
Cleaning Up the Great Lakes: Housing Market Impacts of Removing Legacy Pollutants
By: Alecia Cassidy, Robyn C. Meeks and Michale R. Moore
The Great Lakes and their tributaries make up the largest freshwater system on the planet, providing drinking water and recreational value to millions of people. Yet manufacturing plants left a legacy of toxic pollutants in the region, tarnishing it as part of the... View Details
Keywords: Valuation Of Environmental Effects; Housing Demand; Water Pollution; Water Quality; Infrastructure; Pollution; Consumer Behavior
Cassidy, Alecia, Robyn C. Meeks, and Michale R. Moore. "Cleaning Up the Great Lakes: Housing Market Impacts of Removing Legacy Pollutants." Journal of Public Economics 226 (October, 2023).