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  • April 2019
  • Article

Shooting the Messenger

By: Leslie John, Hayley Blunden and Heidi Liu
Eleven experiments provide evidence that people have a tendency to “shoot the messenger,” deeming innocent bearers of bad news unlikeable. In a preregistered lab experiment, participants rated messengers who delivered bad news from a random drawing as relatively... View Details
Keywords: Judgment; Communication; Sense-making; Attribution; Disclosure; Interpersonal Communication; Perception; Judgments; Motivation and Incentives
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  • March 2008 (Revised March 2009)
  • Case

Purolator Courier Ltd.

By: Rajiv Lal and Catherine Ross
On a fall day in September 2003, Robert Swanborough made his way down a thickly carpeted hallway in Purolator's headquarters in Toronto, Canada, toward a meeting with his two deputies. Several months earlier, Swanborough, then vice-president of Marketing, had been... View Details
Keywords: Conferences; Customer Focus and Relationships; Leading Change; Marketing Strategy; Performance Effectiveness; Strategic Planning; Research; Segmentation; Canada
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  • February 2010
  • Teaching Note

Purolator Courier Ltd. (TN)

By: Rajiv Lal
Teaching Note for 508054. View Details
Keywords: Canada
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  • April 16, 2019
  • Article

Research Confirms: When Receiving Bad News, We Shoot the Messenger

By: Leslie John, Hayley Blunden and Heidi Liu
Most jobs require us at some point to deliver bad news—whether it be a minor revelation such as a recruiter telling a prospective employee that there’s no wiggle room in salary, or something major, like when a manager must fire an employee. We dread such discussions... View Details
Keywords: Interpersonal Communication; Perception; Judgments
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  • 12 Feb 2019
  • First Look

New Research and Ideas, February 12, 2019

emergent themes identified in the current review to promising directions for future research on brokerage and brokering. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=55601 forthcoming Journal of Experimental... View Details
Keywords: Dina Gerdeman
  • April 2005 (Revised June 2006)
  • Case

Yahoo! Messenger: Network Integration

By: Thomas R. Eisenmann and Alison Berkley Wagonfeld
Describes Yahoo!'s management of the launch of version 6.0 of its Instant Messenger (IM) product, which incorporates features from 12 other Yahoo! properties, including Search, Music, Games, Photos, Personals, News, and Shopping. The integration of features from so... View Details
Keywords: Integration; Business Units; Digital Platforms; Internet and the Web; Competitive Advantage; Web Services Industry; Information Technology Industry; United States
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  • October 1976 (Revised April 1983)
  • Case

Federal Express (A)

Federal Express is a small-package airline operating throughout the United States. After initial heavy losses it is now profitable. Management is examining the services offered by the firm and believes that there is great potential for "Courier Pak", an overnight... View Details
Keywords: Advertising; Product Marketing; Sales; Air Transportation Industry; Service Industry; United States
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  • 14 Mar 2011
  • Research & Ideas

Water, Electricity, and Transportation: Preparing for the Population Boom

By 2050, the Earth's population will likely exceed 9 billion people, up 30 percent from 6.9 billion today, according to projections from both the US Census Bureau and the United Nations. What's more, the population in the world's cities is expected to increase by 3... View Details
Keywords: by Carmen Nobel
  • 14 May 2018
  • Research & Ideas

Amazon vs. Whole Foods: When Cultures Collide

up with ideas, like a bike messenger service or a new bread recipe, that sometimes found their way to other stores. “That model of empowerment brings with it a lot of wonderful, creative solutions and a... View Details
Keywords: by Michael Blanding; Food & Beverage
  • 01 Oct 2007
  • Research & Ideas

Encouraging Dissent in Decision-Making

notion that a large segment of consumers might prefer automobiles that were safe and fuel-efficient. Coca-Cola ignored evidence that "New Coke" would fizzle and launched it anyway. Companies in the... View Details
Keywords: by Garry Emmons
  • 13 Jun 2011
  • HBS Case

Mobile Banking for the Unbanked

of the population lives in rural areas, but the majority of bank branches and jobs are in the cities. To send money home, a city worker had to seal his wages in an envelope and pay a View Details
Keywords: by Carmen Nobel; Banking; Communications; Telecommunications
  • 06 May 2008
  • First Look

First Look: May 6, 2008

  Working PapersHighbrow Films Gather Dust: A Study of Dynamic Inconsistency and Online DVD Rentals Authors:Katherine L. Milkman, Todd Rogers, and Max H. Bazerman Abstract We report on a field study... View Details
Keywords: Martha Lagace
  • 10 Mar 2002
  • Research & Ideas

Breakthrough Negotiation: Don’t Leave It On the Table

information between inside and outside, they are seldom mere passive messengers carrying out the instructions of their principals. According to this negotiator: The traditional model [of the process] is that... View Details
Keywords: by Michael Watkins
  • 26 Apr 2011
  • Op-Ed

HBS Faculty Comment on Environmental Issues for Earth Day

Earth Day focuses the world's attention on the both the dangers and opportunities facing the planet. But sustainability and the intersection between business and the environment are issues that need to be addressed all the time, as cities grow, resources diminish, and... View Details
Keywords: by Staff; Energy; Utilities

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