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Show Results For
- All HBS Web
(11,648)
- People (96)
- News (4,060)
- Research (4,325)
- Events (80)
- Multimedia (226)
- Faculty Publications (2,716)
- 09 Jan 2014
- Working Paper Summaries
Economic Transition and Private-Sector Labor Demand: Evidence from Urban China
- 22 May 2020
- Blog Post
Remembering Well and Making Meaning of Memorial Day
nods behind masks as we pass one another en route to remotely administered final exams. To call it strange is an understatement. I’ve found this new normal, however – beauty and potential tinged by loss – analogous to how many veterans... View Details
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- 01 Sep 2012
- News
Alumni, Faculty, and Other Experts Offer Career Advice
executive; and Kevin Sheridan (MBA 1988) will explore strategies to manage mobile employees. Also presenting will be executive coach Patti Hunt Dirlam, HBS professors Joseph Badaracco and Kathleen McGinn,... View Details
- Web
Measure Outcomes & Cost for Every Patient - Institute For Strategy And Competitiveness
patient experiences in the course of their care. Since its introduction, TDABC has been tested in many delivery settings worldwide resulting in cost savings and efficiencies in many organizations View Details
- April 2018
- Article
Elite Strategies and Incremental Policy Change: The Expansion of Primary Education in India
By: Akshay Mangla
This article analyzes India’s recent enactment of universal primary education. This programmatic policy change is puzzling given the clientelistic features of Indian democracy. Drawing on interviews and official documents, I demonstrate the catalytic role of committed... View Details
Keywords: Education; Policy Change; Policy Elites; Institutions; India; Early Childhood Education; Policy; Education Industry; India
Mangla, Akshay. "Elite Strategies and Incremental Policy Change: The Expansion of Primary Education in India." Governance 31, no. 2 (April 2018): 381–399.
- 01 Apr 1995
- Conference Presentation
The Effects of Evaluation and Technical Skill on Creativity
By: H. Coon, D. Whitney and Teresa M. Amabile
- 03 Nov 2015
- Blog Post
Siblings at HBS: Katie and Tyler Harris
if we didn’t live next door. What’s your favorite HBS memory? There are so many. In addition to late nights sharing conversations with classmates about everything under the sun, the classroom experience in the first year was incredible.... View Details
- 11 Jul 2012
- News
A Man, and a Plan, in Africa
Bloom: In Mali with local dignitaries at rice harvest in newly irrigated fields. Photo courtesy Jonathan Bloom It seems poetic justice when someone named Bloom is involved in an exciting experiment that’s blossomed View Details
- 11 May 2021
- Blog Post
Q+A on the Socioeconomic Inclusion Task Force with Holly Fetter (MBA 2020) and Alexxis Isaac (MBA 2020)
classmates, so in short order they set up a task force to examine how MBA students experience the role of class. We asked Holly and Alexxis about the task force and their hopes... View Details
- 31 Aug 2022
- News
How to Reclaim Your Time and Happiness
- 27 Jan 2021
- News
Reorienting Work and Learning Around Skills Building
- 31 Jan 2022
- Research & Ideas
Where Can Digital Transformation Take You? Insights from 1,700 Leaders
Digitally mature companies have the right technical expertise (such as experienced data scientists or analysts), tools (dashboards and data visualization applications), and... View Details
- 01 Jun 2015
- News
Alumni and Faculty Books for June 2015
High-Profit Strategies in the Age of Techno Service by John A. Goodman (MBA 1971) (AMACOM) These days businesses have more opportunities to enhance the customer experience than ever before. Goodman explains how businesses can design View Details
- Web
FAQs - Institute For Strategy And Competitiveness
ability to identify the best people to ask for particular information. The manager should have strong communication and management skills along with strong existing relationships within the organization. Often these relationships are... View Details
- 30 Oct 2020
- News
Billion-Dollar Valuations and Exits for Harvard-born Startups
2012. WHOOP, founded by Harvard College students at the i-lab in 2012, announced this week that it has raised a $100M Series E round at a valuation of more than $1 billion. "We will continue to make WHOOP the best product experience for... View Details
- Article
Front-line Staff Perspectives on Opportunities for Improving the Safety and Efficiency of Hospital Work Systems
By: Anita L. Tucker, Sara J. Singer, Jennifer E. Hayes and Alyson Falwell
Objective To link safety-related concerns raised by frontline staff about hospital work systems (operational failures) to the safety and efficiency of hospitals, and to contrast these concerns with national patient safety initiatives.
Data... View Details
Keywords: Perspective; Opportunities; Safety; Performance Efficiency; System; Failure; Conferences; Employees; Management Analysis, Tools, and Techniques; Experience and Expertise; Health Care and Treatment; Health Industry; United States
Tucker, Anita L., Sara J. Singer, Jennifer E. Hayes, and Alyson Falwell. "Front-line Staff Perspectives on Opportunities for Improving the Safety and Efficiency of Hospital Work Systems." Health Services Research 43, nos. 5, pt.2 (October 2008).
- 2007
- Chapter
Your Expertise: Creating and Developing Successful New Legal Practices
By: H. K. Gardner, T. Morris and N. Anand
Gardner, H. K., T. Morris, and N. Anand. "Your Expertise: Creating and Developing Successful New Legal Practices." In Managing the Modern Law Firm, edited by Laura Empson. Oxford University Press, 2007.
- 11 Aug 2021
- News