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Publications

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  • All HBS Web  (2,535)
    • People  (3)
    • News  (527)
    • Research  (1,588)
    • Events  (2)
    • Multimedia  (28)
  • Faculty Publications  (919)

Show Results For

  • All HBS Web  (2,535)
    • People  (3)
    • News  (527)
    • Research  (1,588)
    • Events  (2)
    • Multimedia  (28)
  • Faculty Publications  (919)
← Page 80 of 2,535 Results →
  • 24 Jan 2012
  • First Look

First Look: Jan. 24

that priming relevant networks (e.g., family or friends) makes products associated with those networks more attractive. Read the paper: http://www.people.hbs.edu/mnorton/anik norton.pdf The Influence of Prior Industry Affiliation on... View Details
Keywords: Sean Silverthorne
  • 20 Aug 2013
  • First Look

First Look: August 20

12, 2012, BH Media Group, a subsidiary of Warren Buffett's Berkshire Hathaway, announced an offer to buy Media General's (MEG) newspaper division for $142 million in cash and provide debt financing to the struggling firm. Reactions from... View Details
Keywords: Anna Secino
  • 30 Sep 2014
  • First Look

First Look: September 30

  Publications September 2014 Social Entrepreneurship and Research Methods Building an Infrastructure for Empirical Research on Social Enterprise: Challenges and Opportunities By: Lee, Matthew, Julie Battilana, and Ting Wang... View Details
Keywords: Sean Silverthorne
  • May 2011
  • Article

Think Customers Hate Waiting? Not So Fast...

By: Ryan W. Buell and Michael I. Norton
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The... View Details
Keywords: Customer Relationship Management; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction
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Buell, Ryan W., and Michael I. Norton. "Think Customers Hate Waiting? Not So Fast..." Harvard Business Review 89, no. 5 (May 2011).
  • April 2021
  • Case

Buy Online, Pickup in Store: Evaluating an Omnichannel Intervention in Retail

By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In October 2018, fashion, wellness, and beauty retailer Sylvarella implemented a Buy Online, Pickup in Store (BOPS) program in an attempt to counteract a sales decline. While BOPS had the potential to meet customer expectations for a seamless order and fulfillment... View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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Moreno, Antonio, Santiago Gallino, and Amy Klopfenstein. "Buy Online, Pickup in Store: Evaluating an Omnichannel Intervention in Retail." Harvard Business School Case 621-103, April 2021.
  • March 2018
  • Supplement

Improving Access at VA

By: Ryan W. Buell and Robert S. Huckman
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States
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Buell, Ryan W., and Robert S. Huckman. "Improving Access at VA." Harvard Business School Multimedia/Video Supplement 618-709, March 2018.
  • 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
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Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Multimedia/Video Supplement 616-706, March 2016.
  • 16 May 2017
  • First Look

First Look at New Ideas and Research, May 16

Flows By: Horton, John, William R. Kerr, and Christopher Stanton Abstract—Digital labor markets are rapidly expanding and connecting companies and contractors on a global basis. We review the environment in which these markets take root,... View Details
Keywords: Re: Multiple Faculty
  • 26 Apr 2016
  • First Look

April 26

Case 216-023 Models of Endowment Management: King's College, Cambridge One of the University of Cambridge's Colleges evaluates different asset management options for its endowment fund. Purchase this case:... View Details
Keywords: Sean Silverthorne
  • March 2018 (Revised March 2019)
  • Technical Note

Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains

By: Tatiana Sandino
This note explains how several retail and service organizations use a practice described here as “structured empowerment” to balance control and flexibility as they grow. I define structured empowerment as a practice that grants employees both (a) the power to make... View Details
Keywords: Service Operations; Standards; Employees; Service Delivery; Decision Making; Power and Influence; Retail Industry; Service Industry
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Sandino, Tatiana. "Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains." Harvard Business School Technical Note 118-082, March 2018. (Revised March 2019.)
  • 11 Nov 2014
  • First Look

First Look: November 11

would not participate in the $5 million bridge financing for Fast Ion Battery. Lerner's call could not have come at a worse time. Fast Ion was running out of cash and needed another round of financing urgently to continue developing its... View Details
Keywords: Sean Silverthorne
  • 07 Mar 2017
  • First Look

First Look at New Research, March 7

in press Academy of Management Annals Scaling: Organizing and Growth in Entrepreneurial Ventures By: DeSantola, Alicia, and Ranjay Gulati Abstract—Entrepreneurial ventures face unique challenges related to growth, particularly in the management of internal... View Details
Keywords: Sean Silverthorne
  • November 2016 (Revised August 2020)
  • Case

Improving Access at VA

By: Ryan W. Buell, Robert S. Huckman and Sam Travers
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States
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Buell, Ryan W., Robert S. Huckman, and Sam Travers. "Improving Access at VA." Harvard Business School Case 617-012, November 2016. (Revised August 2020.)
  • 15 Oct 2013
  • First Look

First Look: October 15

cost of excess inventory. Investors, lenders, and suppliers interpret this statistic for signs of the retailer's health, future sales prospects, and impending costs. While prior research on inventory has typically focused primarily View Details
Keywords: Sean Silverthorne
  • 02 Oct 2018
  • First Look

New Research and Ideas, October 2, 2018

Our logistic regression models indicate that (1) realized post-purchase price drops lead to a higher probability of return, and (2) anticipated price drops after purchase lead to a higher probability of using cash View Details
Keywords: Dina Gerdeman
  • November 2011
  • Case

Lowell General Physician Hospital Organization

By: Richard M.J. Bohmer and Natalie Kindred
This case focuses on the Alternative Quality Contract (AQC), a novel payment program designed to incentivize providers to deliver less costly, high quality health care. Under the AQC, offered by Blue Cross Blue Shield of Massachusetts, providers received a fixed-dollar... View Details
Keywords: Cost Management; Service Delivery; Health Care and Treatment; Health Industry; Massachusetts
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Bohmer, Richard M.J., and Natalie Kindred. "Lowell General Physician Hospital Organization." Harvard Business School Case 612-016, November 2011.
  • 01 Nov 2011
  • First Look

First Look: Nov. 1

C. Fritz Foley, and James R. Hines Jr. Publication:National Tax Journal (forthcoming) Abstract Deferral of U.S. taxes on foreign source income is commonly characterized as a subsidy to foreign investment, as reflected in its inclusion... View Details
Keywords: Sean Silverthorne
  • 05 Sep 2012
  • First Look

First Look: September 5

candidates are ready to provide information about their preferences for particular employers, and employers value and are prepared to act on this information. In this paper we study how a signaling mechanism, where each worker can send a... View Details
Keywords: Sean Silverthorne
  • 14 Nov 2006
  • First Look

First Look: November 14, 2006

possibilities for expanding by building on the Clinic's platform of service delivery are investigated. Purchase this case: http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=607013 Cluster... View Details
Keywords: Sean Silverthorne
  • 19 Feb 2013
  • First Look

First Look: Feb. 19

markets, such as the one for patents, generally create profit opportunities for intermediaries. We begin with an overview of the problems that arise in patent markets, and how traditional institutions like patent brokers, patent pools,... View Details
Keywords: Sean Silverthorne
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