Service Contracts - Publications - Faculty & Research

13 Mar 2007
First Look

First Look: March 13, 2007

projects conducted by clinical managers at the National Health Service in the United Kingdom. My findings suggest that social position is an important enabling condition for divergent organizational change, and is a determinant as well of... View Details

Keywords: Martha Lagace

16 Apr 2007
Research & Ideas

Delivering the Digital Goods: iTunes vs. Peer-to-Peer

the same music download as Apple's iTunes, and at no charge, why have millions of users chosen to pay a fee using Apple's service rather than download for free from p2p networks? A: The choice between p2p and iTunes is not trivial. Both... View Details

Keywords: by Sean Silverthorne; Music

Web

Adding a Social Dimension to Strategy - Institute For Strategy And Competitiveness

business strategy—and identified a set of customers who were willing to pay a premium for healthy, environmentally friendly food. Shared Value and Company Strategy: Whole Foods Markets Natural, fresh, organic, and freshly prepared foods and health items with excellent... View Details

10 Feb 2015
First Look

First Look: February 10

intermediary's technology. We develop a model to show that the intermediary would want to restrict sellers from charging buyers more for transactions it intermediates. With this restriction an intermediary can profitably raise demand for its View Details

Keywords: Sean Silverthorne

16 Jun 2021
HBS Case

Cruising in Crisis: How Carnival Is Riding Out the COVID-19 Storm

On February 1, 2020, a passenger who had been on Carnival’s Diamond Princess ship docked in Japan tested positive for the COVID-19 virus. Soon afterward, 700 people on the ship contracted the virus—the largest coronavirus outbreak outside... View Details

Keywords: by Michael Blanding; Travel

29 Oct 2012
Research & Ideas

Are You Paying a Tip--or a Bribe?

about and weighs the past and future. In some places, tips are provided not so much to reward good service but to encourage good service in the future—a perception that brings the tip closer to the purpose... View Details

Keywords: by Dina Gerdeman

Web

Career Re-Entry & Flexible Work - Alumni

firm specializing in high-level accounting, legal, marketing and IT services on a special project or contract basis. On-Ramps On-Ramps is a recruiting and consulting firm specializing in workplace... View Details

May 2017 (Revised March 2018)
Case

David Dao on United Airlines

By: Benjamin Edelman and Jenny Sanford

In widely circulated videos, United staff and Chicago security forcibly remove a passenger from his paid seat on an aircraft, injuring him severely. United leadership must decide how to respond to public outcry. View Details

Keywords: Crisis Management; Service Operations; Air Transportation; Contracts; Reputation; Air Transportation Industry; Chicago

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Faculty & Researchers - Managing the Future of Work

Mehta. Hugging Face: Serving AI on a Platform , Harvard Business School Case, 2022. With Daniel Yue, Kerry Herman, and Sarah Gulick. AWS and Amazon SageMaker: The Commercialization of Machine Learning Services , Harvard Business School... View Details

30 May 2005
Research & Ideas

Six Steps for Making Your Threat Credible

threat lack credibility, but you also have no way of changing course if the situation becomes dire. 3. Visibly incur sunk costs Suppose you are negotiating with a consulting firm to renew its contract to provide information technology... View Details

Keywords: by Deepak Malhotra

09 Oct 2001
Research & Ideas

Driven: How Human Nature Shapes Organizations

like that was explicitly designed to engage the drives, the skills, the smarts, and the emotions of such people in a collaborative effort to design, produce, and sell products and services of value to the wider world? After we have... View Details

Keywords: by Paul Lawrence & Nitin Nohria

09 Jul 2020
Research & Ideas

It’s Time to Reset Decision-Making in Your Organization

says. Porter provides the example of a company focused on high-end features and service that is tempted during a recession to cut back in response to a customer’s price concerns. This is the wrong move, he says. By cutting back on what... View Details

Keywords: by Boris Groysberg and Sarah Abbott

12 Dec 2005
Research & Ideas

Using the Law to Strategic Advantage

acquisition or negotiate a contract to try to settle. If a case goes to litigation, you have already lost. As Priceline founder Jay Walker put it, it's not a matter of who wins, it's a matter of who loses less. If the initial settlement... View Details

Keywords: by Sean Silverthorne; Legal Services

01 Sep 2009
First Look

First Look: September 1

of capital within an economy. The theory predicts that GAAP's principal focus, as shaped by the demand for and supply of financial information, is on the use of the income statement and balance sheet for performance measurement and control (stewardship). This is... View Details

Keywords: Martha Lagace

28 Sep 2011
Research & Ideas

The Profit Power of Corporate Culture

expectations regarding things such as opportunities for personal development, frequent and timely feedback, and advancement, especially in organizations that are contracting rather than expanding. It could be a product of the fear of job... View Details

Keywords: by Sean Silverthorne

20 Dec 2016
First Look

December 20, 2016

induces U.S. manufacturing firms to contract their operations along multiple margins of activity goes a long way toward explaining the response of U.S. innovation to the China trade shock. Download working paper:... View Details

Keywords: Carmen Nobel

11 Aug 2003
Research & Ideas

Why Budgeting Kills Your Company

tool for achieving strategic alignment. How Fixed-performance Contracts Ensure Underperformance At its simplest, a company's budget process consists of each unit producing a sales forecast (assuming it's a profit center) and a capital... View Details

Keywords: by Loren Gary

04 Jun 2020
Book

It’s Not About You: Why Leaders Need to Look Outward

for teams to thrive, even in the leader’s absence. Frei, the UPS Foundation Professor of Service Management at Harvard Business School, served as senior vice president for leadership and strategy at Uber and has consulted with WeWork and... View Details

Keywords: by Kristen Senz

Web

Global Opportunity Fellowship GO: AFRICA - Alumni

positions are ineligible for GO Fellowship awards: Part-time, term, temporary, contract or volunteer roles. A position with job responsibilities that are determined to be sectarian by the Review Committee. Political campaign work. Given... View Details

06 Mar 2006
Research & Ideas

Four Strategies for Making Concessions

state that you can make it only if the other party agrees to make a specified concession in return. For example, if the executive was renegotiating a service contract with a customer, he might suggest that a... View Details