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Show Results For
- All HBS Web
(2,907)
- People (4)
- News (722)
- Research (1,836)
- Events (3)
- Multimedia (10)
- Faculty Publications (1,008)
- 08 Mar 2016
- First Look
March 8, 2016
https://www.hbs.edu/faculty/Pages/item.aspx?num=50700 How Do Customers Respond to Increased Service Quality Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei Abstract—When does increased... View Details
Keywords: Sean Silverthorne
- 30 Jan 2019
- What Do You Think?
Who Will Measure up to These Two Remarkable Leaders?
column challenged readers to come up with nominations of current leaders that we might be recognizing for their similarly remarkable accomplishments 10 or 20 years from now. This prompted Sandeep to ask, “Where are those legends, the fanatically View Details
- 01 Dec 2001
- News
Faculty News
Nancy F. Koehn, a member of the Entrepreneurial and Service Management unit and an authority on business history, has been named a full professor. Honored in 1998 by the HBS Student Association for her classroom excellence, Koehn... View Details
- 17 Jun 2019
- Research & Ideas
What Hospitals Must Learn to Compete
holds true in most health care service markets in the United States: You should think about what market position you occupy, how it is differentiated from others’, and whether you are fulfilling the needs of your target market. It’s... View Details
- 01 Mar 2012
- News
1st-Year MBAs Learn from Global Partners
months of classroom preparation, teams of MBAs arrived January 8 in 12 cities in 10 developing countries, where they worked to complete new product or service projects for 140 partner organizations. (A small number of students who could... View Details
- November 2003 (Revised August 2005)
- Case
First Commonwealth Financial Corporation
By: Robert S. Kaplan
First Commonwealth Financial Corp., a financial institution in central and southwestern Pennsylvania, implemented the Balanced Scorecard for describing and implementing its new customer-focused strategy. Its founder and chairman decided that the Balanced Scorecard also... View Details
Keywords: Balanced Scorecard; Corporate Strategy; Customers; Corporate Governance; Governing and Advisory Boards; Customer Relationship Management; Executive Compensation; Financial Services Industry; Financial Services Industry; Pennsylvania
Kaplan, Robert S. "First Commonwealth Financial Corporation." Harvard Business School Case 104-042, November 2003. (Revised August 2005.)
- Web
Video Management Policy | About
Video Management Policy General Principles At Harvard Business School, the video management systems infrastructure is implemented to enhance the safety and security of the community, reduce institutional risk, strengthen customer View Details
- 01 Apr 2000
- News
The World at a Click
hotel room, or car rental. The suppliers of such services then decide whether or not they can meet that price. Priceline currently holds several patents on demand collection technology and has expanded to offer View Details
Keywords: Margie Kelly
- 22 Nov 2011
- News
A Storybook Beginning
constantly: POM and Service Management,” he states. “Ordering 500 Kindles, shipping them halfway around the world, getting them, intact, through customs and to schools way off the beaten track — that could... View Details
- 02 Aug 2021
- What Do You Think?
Can Companies with Remote Management Succeed?
Fifth Third’s employees back to the office he remarked that, “We can’t be a great company working remotely We can get the job done, but it’s tough to flourish.” The comment refers to Fifth Third’s management core. Like many service... View Details
Keywords: by James Heskett
- 01 Sep 2016
- News
Advancing the Vision for HBS
other initiatives ensure that the School remains the standard for excellence in management education worldwide. Thanks to the extraordinary generosity of thousands of donors and the work of a dedicated corps of alumni volunteers, we are... View Details
- 06 Sep 2013
- News
More Seats at the Table
excelling in the predominantly male-run world of business. "These women who make it through the corporate, investment banking, consulting, and even the legal gauntlet, and at 50 or 55, are ready and qualified to sit on a corporate... View Details
- 01 Dec 2003
- News
An Authentic Leader
revenues were less than $750 million. In short order, he became CEO and chairman. When he retired at age 59 in 2001, the company employed 28,000 and revenues exceeded $6.7 billion. George attributes the company’s success to maintaining an uncompromised devotion to... View Details
- 12 Oct 1999
- Research & Ideas
Confronting the Challenges that Face Bricks-and-Mortar Stores
retailers design their stores, product offerings, promotions, and services for the masses. They treat all shoppers alike even though customers' needs and wants differ and so do the volume and profitability of their purchases. Treating all... View Details
- 02 Nov 2016
- What Do You Think?
Are Employees Becoming Job 'Renters' Instead of 'Owners'?
“It may not be possible for every employee (to) value the company as if it were his own. The next best thing is to make the customer the focus of everyone’s work. When customer View Details
Keywords: by James Heskett
- 15 Feb 2016
- Research & Ideas
Want Your Employees to Plan Better for Retirement? Don't Do This
often look to similar individuals and imitate their actions. This allows them to capitalize on the research others have already done and makes them feel secure through a sense of normalcy. The publicly-held technology company Opower, which View Details
- 01 Sep 2006
- News
Faculty Books
effective management of information services activities and highlights the areas of greatest potential application of the technology. Global Marketing Management by John A. Quelch and Christopher A. Bartlett (South-Western Publishing... View Details
- 10 Jun 2002
- Research & Ideas
Reinventing the Industrial Giant
that GM is trying to transform itself. OnStar is "an onboard-communications service that GM is pushing at customers in a bid to become a much more than the world's largest vehicle maker." GM... View Details
- 04 May 2020
- Blog Post
Crisis Leadership with Nikhil Patel: The Critical Importance of Trust
immediately ahead. “I had to figure out how to set up isolation and quarantine sites for two to three thousand homeless people, sheltered and unsheltered,” he says. “I made epidemiological models to estimate the number of rooms we needed, then helped ensure the... View Details
- 01 Mar 2014
- News
Case Study: Gazelle's New Predators
around their services and their outstanding customer experience. And two, they must live up to their promise of being extremely simple to use and providing great service. If they do this, they can capture... View Details