Call Center - Publications - Faculty & Research

24 Mar 2020
Research & Ideas

These Coronavirus Heroes Show Us How Crisis Leadership Works

“Heroes List” of authentic leaders who are making a difference in overcoming the challenges of COVID-19: Dr. Anthony Fauci, director of the National Institute of Allergy and Infectious Diseases, has been at the center of every virus... View Details

Keywords: by Bill George; Health

27 Jun 2007
Lessons from the Classroom

Learning to Make the Move to CEO

macroeconomic view of world regions so that participants have a clear sense of how various economic and sociopolitical factors will affect their businesses. The heart of the program, however, centers on strategy formation and... View Details

Keywords: by Julia Hanna; Education

10 Jan 2005
Research & Ideas

Motivation and the Cross-Sector Alliance

of the crisis forced Indupalma to completely review its organizational identity. From this process, a new vision emerged; one in which Indupalma viewed itself at the center of what it called a "business... View Details

Keywords: by James Austin, Ezequiel Reficco & SEKN research team

23 Aug 2019
Sharpening Your Skills

Has the Corporate Mission Just Been Disrupted?

purpose, we share a fundamental commitment to all of our stakeholders...," states the Business Roundtable. Corporate social responsibility in theory How to Heed BlackRock's Call for Corporate Social Responsibility BlackRock's Larry... View Details

Keywords: by Sean Silverthorne; Green Technology

09 Feb 2009
Research & Ideas

Uncompromising Leadership in Tough Times

and do. We have just created a not-for-profit organization called the TruePoint Center for High Commitment and High Performance. This will be a research and education institute intended to increase our... View Details

Keywords: by Martha Lagace

13 Apr 2020
Research & Ideas

Small Businesses Are Worse Off Than We Thought

Beyond How to Manage Coronavirus Layoffs with Compassion (Harvard Business Review) Organizational Responses to COVID-19 and Climate Change: A Conversation with Rebecca Henderson (Environmental Insights) COVID-19 Business Impact Center... View Details

Keywords: by Kristen Senz; Financial Services

18 Jul 2005
Research & Ideas

Identify Emerging Market Opportunities

no way for companies to tell which schools produce skilled managers. For instance, several Indian companies have sprung up to train people for jobs in the call center business, but no organization rates the... View Details

Keywords: by Tarun Khanna, Krishna G. Palepu & Jayant Sinha

04 Apr 2007
Research & Ideas

The Business of Global Poverty

Every night on the outskirts of Manila, thousands of people lie down to sleep amid acres of rotting food and industrial detritus in a vast urban dumping ground called Payatas. At dawn, they rise and swarm across a featureless landscape of... View Details

Keywords: by Garry Emmons

29 Aug 2024
Research & Ideas

Shoot for the Stars: What to Know About the Space Economy

when NASA started investing in the commercial space sector in a more concerted way. It created a program called Commercial Orbital Transportation Services (COTS). It spent $500 million to start seeding rocket launch companies to provide a... View Details

Keywords: by Kara Baskin; Aerospace

06 Mar 2007
First Look

First Look: March 6, 2007

operations. And through Arbitrage, they exploit disparities between national or regional markets, often by locating different parts of the supply chain in different places—for instance, call centers in... View Details

Keywords: Martha Lagace

17 Feb 2016
Research & Ideas

Man vs. Machine: Which Makes Better Hires?

weakness?"Source: FredFroese The data included test results for a specific low-skilled job across 15 different companies in a variety of industries. (The researchers agreed to keep the actual job description confidential, but say it is similar in nature to... View Details

Keywords: by Michael Blanding; Employment

07 Oct 2015
What Do You Think?

What is the Best Immigration Model for the US?

know, no substantive solutions were reached. Instead, “markets” provided the best regulation. By 2011, according to a Pew Research Center study, the number of Mexican-born residents in the US had actually begun to decline as the Mexican... View Details

Keywords: by James Heskett

11 Nov 2020
Research & Ideas

How Hackathons Help Decide Platform Winners and Losers

Tommy Pan Fang and University of British Columbia business professor David Clough. Wu’s research centers on strategies used by technology entrepreneurs to achieve scale for competitive advantage. Platforms are prime real estate for such... View Details

Keywords: by Michael Blanding; Technology

20 Feb 2018
First Look

First Look at New Research and Ideas, February 20, 2018

Care? By: Handel, Benjamin, and Joshua Schwartzstein Abstract—Consumers suffer significant losses from not acting on available information. These losses stem from frictions such as search costs, switching costs, and rational inattention, as well as what we View Details

Keywords: Sean Silverthorne

29 May 2001
Research & Ideas

Good News, Not Blues, For the Inner City

aren't doing well." His group came to the conclusion that there was no logical economic reason why all job growth had to be in suburbs. Indeed, he said, they saw plenty of reasons for bringing jobs into the inner city. Sprint was one example. The company had... View Details

Keywords: by Martha Lagace

15 Sep 2009
First Look

First Look: September 15

is interesting, engaging, or positively challenging. In its highest form, it is called passion and can lead to complete absorption in the work (Csikszentmihalyi, 1990). The elements that make up intrinsic motivation include a sense of... View Details

Keywords: Martha Lagace

24 Jan 2005
Research & Ideas

Entrepreneurial Hospital Pioneers New Model

roll out a similar model beyond India—maybe even into Europe and the U.S. What's the secret? According to HBS professor Tarun Khanna, the success of the hospital, called Narayana Hrudayalaya, is due to the vision and tireless work of a... View Details

Keywords: by Martha Lagace; Health

31 Oct 2004
Research & Ideas

The New CEO’s Wrong Message

calendar became a bottleneck, and organizational decision making virtually ground to a halt. For a while, the CEO was oblivious to the high cost of his intrusive approach. As an outsider new to the company, he felt good about being part of all these conversations. He... View Details

Keywords: by Michael E. Porter, Jay W. Lorsch & Nitin Nohria

25 Mar 2021
Research & Ideas

Steer Clear of the Blind Spots That Derail Experiments

employees and the organization. A 2016 study by Princeton’s Alex Mas and Harvard University’s Amanda Pallais offers some interesting insights. They found that the average applicant to a job at a large call View Details

Keywords: by Danielle Kost

01 May 2018
First Look

First Look at New Research and Ideas, May 1, 2018

intentionality and conclude with a call for scholars to define normative standards as they pertain to negotiator ethics. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53709 Analyzing the Aftermath of a Compensation... View Details