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- All HBS Web
(2,485)
- People (2)
- News (547)
- Research (1,700)
- Events (3)
- Multimedia (9)
- Faculty Publications (944)
- 16 Oct 2019
- Research & Ideas
Read Our Most Popular Stories of the Quarter
great customer service is no longer the responsibility of just one department. Creating the customer-centric organization. (12,182 visits) What Machine Learning Teaches Us about CEO Leadership Style... View Details
Keywords: by Sean Silverthorne
- 01 Jun 2011
- News
The Best-Laid Plans
210 is Jess Bloomgarden (MBA 2012), with classmates Alex Stratoudakis and Emma Taylor. In fifteen minutes they present their plan for AfterSteps, a Web-based end-of-life planning service that offers advice and secure storage for legal,... View Details
- 16 Dec 2014
- First Look
First Look: December 16
Evidence from Randomized Survey Experiments By: Kuziemko, Ilyana, Michael I. Norton, Emmanuel Saez, and Stefanie Stantcheva Abstract—We analyze randomized online survey experiments providing interactive, customized information on U.S.... View Details
Keywords: Sean Silverthorne
- 27 Jan 2009
- First Look
First Look: January 27, 2009
differences between the preferences people anticipate they will have over a series of options in the future and their subsequent revealed preferences over those options. Using a novel panel data set, we analyze the film rental and return patterns of a sample of online... View Details
Keywords: Martha Lagace
- 18 Jun 2001
- Research & Ideas
Caught in the Cogs: When Manufacturing and IT Meet
small, incremental steps," said Upton. "The same holds true for information technology." In the wake of the Internet and advances in IT have come a host of service firms, including the three represented on Upton's panel:... View Details
Keywords: by Jim Aisner
- 17 Dec 2001
- Research & Ideas
Enterprising Women
business leaders, moderated by HBS professor Myra Hart, at the Harvard Business School Entrepreneurship Conference. Robin Chase said that being a woman did not hinder her ability to start Zipcar, a service allowing View Details
Keywords: by Julia Hanna
- 19 Feb 2019
- First Look
New Research and Ideas, February 19, 2019
service relationships is neither well understood, nor consistently factored into service design. In this paper, two laboratory experiments and one field experiment, conducted in financial View Details
Keywords: Sean Silverthorne
- 22 Jan 2018
- News
The First Five Years: ‘30 Under 30’ Edition
Services (CMS). CMS is the government agency that oversees Medicare and Medicaid, programs that provide health insurance to more than one in three Americans. Due to our size, our actions impact the entire health care system. I collect... View Details
- April 2025 (Revised April 2025)
- Case
JPMorganChase: Leadership in the Age of GenAI
By: Iavor I. Bojinov, Karim R. Lakhani and David Lane
This case study examines JPMorgan Chase's (JPMC) journey in adopting and implementing Generative AI (GenAI) following the release of ChatGPT. It outlines JPMC's initial cautious approach focused on data security, followed by strategic investments in internal platforms... View Details
Keywords: Banks and Banking; Governance Controls; Information Technology; AI and Machine Learning; Analytics and Data Science; Cybersecurity; Digital Platforms; Digital Transformation; Information Management; Information Infrastructure; Technology Adoption; Job Cuts and Outsourcing; Knowledge Management; Knowledge Sharing; Leading Change; Growth and Development Strategy; Marketing; Product Development; Performance Improvement; Customization and Personalization; Financial Services Industry; United States
Bojinov, Iavor I., Karim R. Lakhani, and David Lane. "JPMorganChase: Leadership in the Age of GenAI." Harvard Business School Case 325-066, April 2025. (Revised April 2025.)
- 30 Nov 2017
- News
Happy Meals (Are Here Again)
orders and have them delivered to their tables—a service often performed by managers. “Now when I see a customer talking to a manager, it’s a good thing,” says Karavites, smiling. Traditionally, the bank of... View Details
- 03 Jan 2017
- Research & Ideas
5 New Year's Resolutions You Can Keep (With the Help of Behavioral Science Research)
of the common contracts people sign with themselves each year. If you have resolved to eat healthier, try ordering your groceries a week in advance of delivery. Internet delivery services make it all too easy to give into food cravings... View Details
Keywords: by Carmen Nobel
- 01 Dec 2009
- News
Online Entrepreneur
In September, the Greater Boston Chamber of Commerce announced that its 2009 Entrepreneur of the Year is Diane Hessan (MBA ’77), president and CEO of Communispace Corporation, a firm that helps companies generate customer insights via... View Details
- 01 Jun 2006
- News
NFL Players Hit the Books
Thirty-five NFL players traded their shoulder pads for notepads in late February to participate in an Executive Education program designed by the HBS faculty to help them prepare for careers after football. The NFL Business Management and Entrepreneurial Program... View Details
- 01 Sep 2008
- News
Balanced Equation
Scorpio hybrid, India’s first indigenous hybrid vehicle. We hope to have it available in U.S. showrooms before long! What keeps you up at night? Oil at well over $100 per gallon and customers who don’t believe we’ve delivered on our... View Details
- 01 Dec 2008
- News
A U.S. Turnaround?
imported oil. Our initial reaction to the end of communism was to take a victory lap because capitalism had won. We talked of 3 billion new customers without realizing that many of these people would also become competitors. We began to... View Details
- 12 Oct 1999
- Research & Ideas
A Perfect Fit: Aligning Organization & Strategy
Having received one day of instruction in interviewing, the task force members talk with approximately one hundred employees and, if needed, customers about what they regard as the organization's strengths and the barriers that prevent it... View Details
Keywords: by Judith A. Ross
- 01 Jan 2005
- News
Nancy M. Barry, MBA 1975
microfinance institutions and banks in developing countries that make small loans to low-income women-and in some instances, men-so that they can build their own business and move beyond poverty. A customer in The Gambia, for example,... View Details
- 15 Oct 2012
- Research & Ideas
Why Business IT Innovation is so Difficult
chains, and speeding communications. The result: "People can spend more time thinking up new products and servicing customers, and less time checking boxes." To get there, most firms must be willing to engage in radical change and... View Details
Keywords: by Maggie Starvish
- 01 Jun 2017
- News
Life in Lockdown
intense and very structured: take a concept idea and get to a real prototype for customers to interact with by the end of the day,” Sapone says. On Wednesday of that first Startup Lockdown, the group worked on a concept then called... View Details
- 08 Apr 2008
- First Look
First Look: April 8, 2008
Casey, Comcast's New England Region general manager, transformed a low commitment and performance organization. When he took charge of this Comcast region he inherited an organization that was bureaucratic, had low customer satisfaction,... View Details
Keywords: Martha Lagace