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All HBS Web
(223)
- People (1)
- News (46)
- Research (160)
- Events (1)
- Multimedia (1)
- Faculty Publications (68)
- 30 Jan 2020
- Research & Ideas
The Upside of Highlighting a Product's Downsides
The researchers also monitored whether customers closed their accounts during that time. The data helped researchers compare the loyalty and profit potential of customers who...
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by Danielle Kost
- 01 Feb 2023
- What Do You Think?
Will Hybrid Work Strategies Pull Down Long-Term Performance?
something that the academics don’t? Of course, the “soft side” of the organization isn’t so soft. Its culture is one of the important drivers of employee engagement and loyalty that in turn influences the View Details
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by James Heskett
- 05 Jul 2012
- What Do You Think?
Why Is Trust So Hard to Achieve in Management?
which leaders are viewed by their followers. It's important to understand why this is the case, given the economic benefits that trust may impart to an organization. These include` higher morale, increased loyalty to the organization,...
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by James Heskett
- 25 Aug 2014
- HBS Case
Starbucks Reinvented
employees), deliver personalized customer service, and maintain a close connection to the local community. In addition, McDonald's and Dunkin' Donuts had emerged as serious competitors, offering their own lines of specialty coffee...
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- 01 Mar 2024
- News
Unlocking the Power of Community
When Tara Fung (MBA 2016) explains Co:Create, the company she cofounded in 2022 and now leads as CEO, she doesn’t mention Web3 first. “We help innovative brands and creators unlock the power of community,” she explains. Co:Create does this with a new, gamified approach...
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April White
- 24 Jan 2011
- HBS Case
Terror at the Taj
recover after the attacks. Underlying this framework is a central conundrum: Why did the Taj employees stay at their posts, jeopardizing their safety in order to save hotel guests? And is this level of loyalty and dedication something...
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- 19 Apr 2010
- Research & Ideas
The History of Beauty
necessary finance, there are contract manufacturers and perfumers that will provide a product for you. This is also an industry subject to sudden shifts in fashion and fads, which disrupt incumbent positions and provide opportunities for new entrants. Brand View Details
- 17 Feb 2022
- Book
When Employees Feel a Sense of Purpose, Companies Succeed
success by focusing on delivering not only for their shareholders and customers but also for their employees, communities, and the environment. In the video below, I speak with Deepak Chopra, clinical professor of medicine at the...
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by Ranjay Gulati
- 04 Apr 2011
- HBS Case
Reinventing the National Geographic Society
loyalty is still to their silos," Garvin observes. The case encourages students to put themselves in his place. Is Fahey moving too slowly? Does he have the right people in the right positions? Is the new mission—"to inspire...
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- 30 Jul 2001
- What Do You Think?
What’s the Future of Corporate Governance?
historic financial measures. In a book that I wrote with Earl Sasser and Len Schlesinger, The Service Profit Chain, we discussed the mounting evidence that customer and employee satisfaction and loyalty are...
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by James Heskett
- 02 Nov 2016
- What Do You Think?
Are Employees Becoming Job 'Renters' Instead of 'Owners'?
already been litigated in the press and before Congressional committees. My interest is in the 5,300 who were fired. Were they fired for cheating to meet goals for customer loyalty (and ironically risking...
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by James Heskett
- 09 Jul 2007
- Research & Ideas
Five Steps to Better Family Negotiations
These characteristics lead to stronger loyalty and sensitivity to one another but also greater reactivity in their interactions. Family relationships also have deeply ingrained patterns that have developed over years of interacting....
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by John A. Davis and Deepak Malhotra
- 11 May 2016
- Research & Ideas
Fix This! Why is it so Painful to Buy a New Car?
prices. And high-end dealerships can make car buying feel like a trip to the spa. But overall, little has changed in the high-pressure business of selling vehicles. So what should the industry be doing to make customers feel better about...
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- 01 Sep 2023
- News
Case Study: The Home Team
for it. There’s an argument that large, tech- and data-savvy brokerages like Compass would spring for the service to build brand loyalty and trust. But it seems like Nester’s information could dissuade purchases, or at the very least...
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- Web
Marketing Awards & Honors - Faculty & Research
2018, 2019, 2020, 2022, and 2023. Eva Ascarza: Selected as an INFORMS Doctoral Consortium Fellow at the University of Miami in 2023. Eva Ascarza: Winner of the 2023 Weitz-Winer-O'Dell Award for “Retention Futility: Targeting High-Risk View Details
- 13 Jun 2011
- HBS Case
Mobile Banking for the Unbanked
more importantly, the service induces loyalty and additional phone usage. "For Safaricom it's a profitable opportunity not just because of the fee it makes from the mobile transactions, but because it makes existing View Details
- 05 Feb 2019
- News
The First Five Years: Karan Shah (MBA 2016)
of the largest camshaft manufacturers in the world, serving marquee customers like GM, Ford, Daimler, Porsche, Toyota, and others. “In the two years that I have been at PCL—first as a business development executive and now as executive...
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- 24 Jan 2012
- First Look
First Look: Jan. 24
(C):http://cb.hbsp.harvard.edu/cb/product/806101-PDF-ENG PunchTab, Inc. Ramana Nanda, William R. Kerr, and Lauren BarleyHarvard Business School Case 812-033 PunchTab was a Silicon Valley start-up, founded in 2011, that was developing an Internet-based turnkey View Details
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Sean Silverthorne
- 03 Jul 2013
- What Do You Think?
What Are the Limits of Transparency?
given credit for fostering trust among members of an organization, building loyalty among employees, and generally creating better places to work. For many years we observed need-to-know policies (that may have had their origins in the...
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by James Heskett
- Web
2022 Reunion Presentations - Alumni
show how deep-purpose companies energize their enterprise by inspiring employees and fostering greater loyalty and trust with customers and partners. Purpose is also a compass with which these firms...
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