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- News (88)
- Research (91)
- Multimedia (7)
- Faculty Publications (36)
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- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
to improved efficiency and productivity. Yet you write that there are dangers in overdoing it. How so? Schlesinger: Technology can be used effectively to replace low-contact service work. But when Starbucks introduced a faster, larger...
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- 04 Jan 2010
- Research & Ideas
Best of HBS Working Knowledge 2009
disruptive social innovations intrinsic to the CSE approach amplify this zone of discomfort. Fortunately, the experiences of innovative companies such as Timberland and Starbucks show how these challenges may be overcome. Key concepts...
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by Staff
- 20 Mar 2017
- Book
Why Companies Are Placing Users at the Core of Their Innovation Strategies
their weekly Starbucks allowance to fund you. It lowers the barrier for entry for innovators to go from prototype to small-scale production. The second thing it does: It changes the selection process. Before, we relied on the judgment of...
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by Dina Gerdeman
- 02 Apr 2013
- First Look
First Look: April 2
Colombia's coffee sector was being battered and its branding power diminished as café chains such as Starbucks increasingly captured profits in the value chain. In reaction, Colombia's coffee federation develops a semi-independent,...
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Sean Silverthorne
- 20 Mar 2013
- Research & Ideas
How CEOs Sustain Higher-Ambition Goals
Starbucks on the main classroom floor. "We have to make it easy for our colleagues to show up," he said. "We can't put the blinds down and shut the doors if we want to change the culture." Sometimes the CEO needs to step in and handle a...
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by Dina Gerdeman
- 24 Jul 2007
- First Look
First Look: July 24, 2007
http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=807169 EZAmuse Negotiation (D): Rob Bonham Background Harvard Business School Supplement 807-171 Supplements the (A) case. Purchase this supplement:...
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Martha Lagace
- 21 Apr 2015
- First Look
First Look: April 21
Campaign and the Upside of CEO Activism By: Chatterji, Aaron, and Michael Toffel Abstract—When Starbucks CEO Howard Schultz asked his baristas to engage customers in a discussion about race in America, it was a clear case of the growing...
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Carmen Nobel & Sean Silverthorne
- 04 Apr 2019
- Cold Call Podcast
Can Mark Zuckerberg Rebuild Trust in Facebook?
he disappears for five days. Well, first of all, I've taught a lot. I wrote a book called Seven Lessons for Leading a Crisis. If you're a leader and you're in crisis, you go out right away. Instantly. Howard Schultz did this along with Kevin Johnson at View Details
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Re: Gerardine A. Doyle