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- 01 Nov 2020
- Research & Ideas
Good Leadership Is an Act of Kindness
makes us feel pleasure and “releases a hormone called oxytocin that helps modulate social interactions and emotion. Being kind is good for our own and our employees' mental health." And that translates to improved morale and performance.... View Details
Keywords: by Boris Groysberg and Susan Seligson
- 02 Apr 2001
- Research & Ideas
What Makes a Good Leader?
When discussing business leadership, a distinction is often made between good management and good leadership. Managers are thought to be the budgeters, the organizers, the controllers — the ants, as one... View Details
Keywords: by Deborah Blagg & Susan Young
- 09 Sep 2015
- Research & Ideas
Leadership Lessons of the Great Recession: Options for Economic Downturns
last forever. Cote had used targeted layoffs for permanent changes to Honeywell’s product portfolio after becoming CEO in 2002, divesting businesses that did not meet his requirement that each Honeywell business be in a “great position in a View Details
- Article
Good Leadership Is an Act of Kindness
By: Boris Groysberg and Susan Seligson
Groysberg, Boris, and Susan Seligson. "Good Leadership Is an Act of Kindness." Harvard Business School Working Knowledge (November 1, 2020).
- 16 May 2000
- Research & Ideas
Getting the Message: How the Internet is Changing Advertising
that click throughs are falling doesn't mean that people aren't paying attention," says Rice's Lisa Klein. "Just like in traditional media, there is still a good portion of Internet advertising that is not directly traceable.... View Details
Keywords: by Susan Young
- 29 Oct 2000
- Research & Ideas
The Entrepreneurial Venture: A Conversation
I believe it is good to have experienced global fluctuations when you are running a business, because it makes you a smarter, more thoughtful executive. Sahlman: In general, I find that competent people can overcome cycles, even dramatic... View Details
Keywords: by Susan Young
- November 2006
- Article
Utilizing List Exchange and Undirected Good Samaritan Donation through 'Chain' Paired Kidney Exchanges
By: Alvin E Roth, Tayfun Sonmez, M. Utku Unver, Francis L. Delmonico and Susan L. Saidman
Roth, Alvin E., Tayfun Sonmez, M. Utku Unver, Francis L. Delmonico, and Susan L. Saidman. "Utilizing List Exchange and Undirected Good Samaritan Donation through 'Chain' Paired Kidney Exchanges." American Journal of Transplantation 6, no. 11 (November 2006): 2694–2705.
- 01 May 2019
- What Do You Think?
What Should the Leadership of YouTube Do?
good human judgment.” realJoannLyles added, “Tech can't make moral distinctions. Therefore, when a company fails to make moral distinctions, expect tech to fail in the same way. As one person, Susan Wojcicki... View Details
- Research Summary
Consumer's Relationships with Technologies
Susan M. Fournier is involved with two lines of research investigating consumers' relationships with technological products. The first project (with Professor David Mick of the University of Wisconsin) concerns 'everyday technologies' such as... View Details
- 18 Apr 2005
- Research & Ideas
Prosper with Multi-Channel Retailing
channels are our most valuable customers.— Susan Vobejda, Gap Inc. Susan Vobejda (HBS MBA '97), senior director of brand management at Gap Inc., agreed with Nuzzo that the Internet works best in support of... View Details
- 03 May 2016
- First Look
First Look, May 3, 2016
2016 Berrett-Koehler Publishers Building the Future: Big Teaming for Audacious Innovation By: Edmondson, Amy C., and Susan Salter Reynolds Abstract—Machiavelli famously wrote, "There is nothing more difficult to take in hand, more... View Details
Keywords: Sean Silverthorne
- 2018
- Article
Service Operations: What's Next?
By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel.... View Details
Field, Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie J. Zhang. "Service Operations: What's Next?" Journal of Service Management 29, no. 1 (2018): 55–97.
- 2012
- Chapter
Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM
By: Jill Avery and Susan Fournier
With incidences in the 20%–25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their customer portfolios. This chapter traces the relationship trajectory of a 30-year customer of Filene's... View Details
Keywords: Brands; Brand Management; CRM; Customer Relationship Management; Customer Focus and Relationships; Customers; Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Consumer Products Industry
Avery, Jill, and Susan Fournier. "Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM." In Consumer-Brand Relationships: Theory and Practice, edited by Susan Fournier, Michael Breazeale, and Marc Fetscherin, 301–316. Routledge, 2012. (Paperback edition published in 2013.)
- 02 May 2023
- What Do You Think?
How Should Artificial Intelligence Be Regulated—if at All?
Do you want learning based on all the information, good and bad, in the world? Or should some sources be banned? And how about output? Should certain uses of the output be limited? Should disclaimers as to the accuracy of work based on AI... View Details
- 24 Apr 2018
- Op-Ed
Op-Ed: What Mark Zuckerberg Can Learn About Crisis Leadership from Starbucks
support of founder Howard Schultz and his team in Philadelphia. Zuckerberg did not seem to rely upon the wisdom of Chief Operating Officer Sheryl Sandberg or lead board director Susan Desmond-Hellmann. Instead, he trotted out his deputy... View Details
- 20 Apr 2010
- First Look
First Look: April 20
Simmons (E) Amy C. Edmondson and Susan ThyneHarvard Business School Supplement 610-061 This case updates the "Leading Change at Simmons" series by examining Simmons' increasing debt under the ownership of Thomas H. Lee, a... View Details
Keywords: Martha Lagace
- 10 Feb 2023
- Research & Ideas
COVID-19 Lessons: Social Media Can Nudge More People to Get Vaccinated
study by Michael Luca, Harvard Business School’s Lee J. Styslinger III Associate Professor of Business Administration, in collaboration with Susan Athey, the economics of technology professor at Stanford Graduate School of Business;... View Details
- 19 Mar 2014
- Research & Ideas
A Brand Manager’s Guide to Losing Control
branding," wherein consumers not only discuss and disseminate branded content, they also create it. In the paper The Uninvited Brand, published in the journal Business Horizons in 2011, Avery and coauthor Susan Fournier map out the... View Details
- 02 Aug 2007
- What Do You Think?
How Will Millennials Manage?
Alice Richmond commented, "Take the label away, and you won't find the trend." Kevin Brady added, "I find such broad generalizations hard to believe." As Susan RoAne put it, "Gen Y and the Millennials will manage... View Details
Keywords: by Jim Heskett
- 06 Aug 2001
- Research & Ideas
Go Global—or No? Can You Make the Case?
Susan could object, Greg struck the compromise. "Tell you what. Let's commit to making this decision in no more than two weeks. I'll clear my calendar and connect with Benro myself. At the same time, Susan, you can flush out some... View Details
Keywords: by Walter Kuemmerle