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- All HBS Web (2,075)
- Faculty Publications (815)
- 29 Jul 2010
- News
Lifetime Achievement in Venture Capital Award
Rebecca A. Karp
Rebecca Karp is an Assistant Professor in the Strategy Unit at Harvard Business School. She teaches Strategy in the MBA required curriculum. Professor Karp is a field researcher and ethnographer. Her research examines how companies formulate and... View Details
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
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Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Service Operations;
Customer Relationship Management;
Customer Satisfaction;
Performance
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488.
- July 2010 (Revised September 2012)
- Case
Public Architecture
By: Lakshmi Ramarajan, Christopher Marquis and Bobbi Thomason
Public Architecture is a non-profit architecture company dedicated to creating social and professional change through design for the public good. Public has focused on three strategies to create change: 1) promoting the design community's commitment to pro bono work,...
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Keywords:
Design;
Innovation and Management;
Growth and Development Strategy;
Corporate Social Responsibility and Impact;
Organizational Culture;
Organizational Structure;
Nonprofit Organizations;
Business Strategy;
Integration
Ramarajan, Lakshmi, Christopher Marquis, and Bobbi Thomason. "Public Architecture." Harvard Business School Case 411-030, July 2010. (Revised September 2012.)
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
View Details
Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Customer Relationship Management;
Service Operations;
Customer Satisfaction;
Banking Industry;
Retail Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- January 2007 (Revised December 2008)
- Case
Mercy Corps: Positioning the Organization to Reach New Heights
By: Allen S. Grossman and Caroline Joan King
Mercy Corps, the world's 5th largest international relief and development agency, is at a turning point. The nonprofit's opportunities to grow and serve a larger number of beneficiaries are unprecedented. By looking at the unique relationship between headquarters and...
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Keywords:
Business Offices;
Business Headquarters;
Globalized Firms and Management;
Growth and Development Strategy;
Organizational Structure;
Nonprofit Organizations
Grossman, Allen S., and Caroline Joan King. "Mercy Corps: Positioning the Organization to Reach New Heights." Harvard Business School Case 307-096, January 2007. (Revised December 2008.)
- December 2022 (Revised June 2023)
- Case
Sword Health
By: Regina E. Herzlinger and Annelena Lobb
Virgilio “V” Bento, CEO of Sword Health—a startup that provided virtual physical therapy to patients in self-insured firms via AI and sensor technology with supervision by a physical therapist with a doctorate—considered how to increase its U.S. market share. To do so,...
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Keywords:
Business Growth and Maturation;
Competitive Strategy;
Health Industry;
Technology Industry
Herzlinger, Regina E., and Annelena Lobb. "Sword Health." Harvard Business School Case 323-022, December 2022. (Revised June 2023.)
- November 2008 (Revised March 2011)
- Case
a-connect: In Search of Talent Partners (A)
By: Robert G. Eccles and Dilyana Karadzhova
a-connect was started in 2002 by three former McKinsey partners who wanted to develop an alternative business model consulting firm, which they have positioned as a high-end staffing company. The company has been very successful, growing to revenues of CHF 30 million...
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Keywords:
Business Model;
Decision Choices and Conditions;
Initial Public Offering;
Selection and Staffing;
Growth and Development Strategy;
Marketplace Matching;
Expansion;
Consulting Industry
Eccles, Robert G., and Dilyana Karadzhova. "a-connect: In Search of Talent Partners (A)." Harvard Business School Case 409-036, November 2008. (Revised March 2011.)
- Web
Faculty & Advisors - MBA
Enke Bashllari is a neuroscientist and venture investor. She is the Founder and Managing Director of Arkitekt Ventures, an early stage Health + Bio investment firm with the mission to improve and advance human health. Recognized by the...
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- 22 May 2018
- First Look
New Research and Ideas, May 22, 2018
forthcoming American Economic Review Innovation, Reallocation and Growth By: Acemoglu, Daron, Ufuk Akcigit, Harun Alp, Nicholas Bloom, and William R. Kerr Abstract—We build a model of firm-level innovation, productivity growth, and...
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Keywords:
Dina Gerdeman
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
service. And at the same time, they have been shown to register three times the profitability of S&P 500 firms in recent years. Aisner: That’s a perfect lead-in to the next question. In a 1994 Harvard Business Review article, you all...
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- March 2000 (Revised August 2000)
- Case
Ethan Berman at RiskMetrics Group (A)
Ethan Berman, CEO of J.P. Morgan's risk management spinoff, has grown RiskMetrics Group (RMG) from a small team of 30 to a 70-person firm contemplating an IPO. Along the way, the consensus-based decision-making process that he espoused started to prove unwieldy; his...
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Keywords:
Organizational Change and Adaptation;
Management Style;
Business Growth and Maturation;
Decision Making;
Service Industry;
Consulting Industry
Ibarra, Herminia M., and Gillian Morris. "Ethan Berman at RiskMetrics Group (A)." Harvard Business School Case 400-066, March 2000. (Revised August 2000.)
- Research Summary
"Pricing Practices and Market Power in International Cellular Telephone Markets" (with Dana Nunn)
As the cellular telephone market continues to grow throughout the globe, countries must determine how to best promote market growth and innovation while protecting consumers and ensuring competitive rates. The conventional wisdom has been that introducing competition...
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- Program
Senior Executive Leadership Program—India
approaches to business challenges Seize growth opportunities and compete successfully in a complex global economy Improve your organization's ability to deliver value to customers Lead authentically and ethically at all levels and foster...
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- March 2001 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (C)
By July 2000, Madison Avenue had experienced extraordinary growth in sales, employees, clients, and service offerings. From late 1999 to July 2000, the company had taken several initiatives to redesign its internal processes so that the firm could continue to grow,...
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Keywords:
Service Operations;
Digital Marketing;
Product Development;
Growth and Development Strategy;
Advertising Industry
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (C)." Harvard Business School Case 601-077, March 2001. (Revised September 2005.)
- June 2014
- Teaching Note
Doing Deals and Leading Teams at XAF Partners
By: Boris Groysberg, Sarah L. Abbott and Robin Abrahams
Private equity firm XAF Partners had grown steadily over the last decade, establishing offices across Asia. At the end of their day-long partners' retreat, several firm partners discuss the challenges they face as "producing managers." These include collaboration and...
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- December 1999 (Revised September 2004)
- Case
Hermes Systems
By: Michael L. Tushman and Daniel Radov
Covers the history of Hermes, a large telecommunications and network equipment company, as it grows from a single business firm to a diversified firm from 1980-95. Examines the use of entrepreneurial subsidiaries for product development and fast growth. Other issues...
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Keywords:
History;
Leadership;
Business Subsidiaries;
Diversification;
Growth Management;
Business Growth and Maturation;
Business Divisions;
Problems and Challenges;
Product Development;
Technology Industry
Tushman, Michael L., and Daniel Radov. "Hermes Systems." Harvard Business School Case 400-056, December 1999. (Revised September 2004.)
- 17 May 2011
- First Look
First Look: May 17
long-term prominence of firms headquartered in Denmark, the more fluctuating role of U.S.-based firms, and the more recent growth of German, Spanish, Indian, and Chinese firms. While natural resource...
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Keywords:
Sean Silverthorne
- March 2008 (Revised October 2009)
- Case
Crossing Borders: MTC's Journey through Africa
By: Tarun Khanna and Ayesha Khan
This is the story of MTC, a Kuwaiti telecom company that has grown from a sleepy, state monopoly to become one of the fastest growing telecom companies in the world, with the largest regional footprint across the Middle East and Africa. The CEO of the company, Dr. Saad...
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Keywords:
Mergers and Acquisitions;
Cross-Cultural and Cross-Border Issues;
Global Strategy;
Globalized Firms and Management;
Growth and Development Strategy;
Emerging Markets;
Telecommunications Industry;
Africa;
Kuwait
Khanna, Tarun, and Ayesha Khan. "Crossing Borders: MTC's Journey through Africa." Harvard Business School Case 708-477, March 2008. (Revised October 2009.)
- 24 Jan 2017
- First Look
First Look at New Research: January 24, 2017
innovations generate heterogeneous innovation qualities, and firm size affects innovation incentives. This framework allows us to analyze how different types of innovation contribute to economic growth and...
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Keywords:
Sean Silverthorne