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- Faculty Publications (86)
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- 18 Sep 2012
- First Look
First Look: September 18
initial socialization focused on personal identity (emphasizing newcomers' authentic best selves) led to greater customer satisfaction and employee retention after six months, compared to (a) socialization...
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Sean Silverthorne
- 06 Aug 2014
- What Do You Think?
What Is Warren Bennis’s Legacy?
an old custom of some kind. Fritz, always gracious, laughed it off and made it a centerpiece of fun during the rest of the party while Warren basked in the notoriety of his deed. Bennis wrote prolifically and well. Much of the writing...
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- 19 Apr 2011
- First Look
First Look: April 19
the drivers of customer churn and uncover opportunities to increase customer retention across the customer selection, selling, and training...
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Sean Silverthorne
- 06 Aug 2014
- Research & Ideas
Climbing Down from the Ivory Tower
police to protect the citizens. Olstrom dubbed the phenomenon "co-production." Since then, it has become common for organizations to treat consumers as production partners. Many high-tech firms hire existing customers to beta-test early...
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- 19 Jan 2011
- First Look
First Look: Jan. 18
under the Hood: Wealth-based Discrimination in Illicit Customer Help Authors:F. Gino and L. Pierce Publication:Organization Science 21, no. 6 (November-December 2010) Abstract This paper investigates whether an employee's perception of...
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Sean Silverthorne
- 26 Mar 2019
- First Look
New Research and Ideas, March 26, 2019
engagement. In offices with high levels of employee engagement—with above-median rates of employee retention and willingness to log onto the training platform—each additional minute of average platform engagement per employee led to an...
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Dina Gerdeman
- 05 Feb 2013
- First Look
First Look: Feb. 5
more likely to adopt new e-business practices only in settings that required little customer investment or where customer capabilities were well aligned with the new technology. Otherwise, leaders' adoption...
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Sean Silverthorne
- 25 Sep 2007
- First Look
First Look: September 25, 2007
will in fact homogenize consumption patterns, and a few superstar products will emerge as winners in the market place. In this study, using two large customer transactions data sets obtained from an online music service and an online DVD...
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Martha Lagace
- 16 Feb 2016
- First Look
February 16, 2016
a binary choice of build or buy, today's advertisers frequently pursue hybrid policies of build and buy to procure the customized bundle required to develop, produce, and implement relevant, resonant promotional campaigns. Increasing...
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Sean Silverthorne
- 17 Jun 2013
- Research & Ideas
Advertising Symbiosis: The Key to Viral Videos
Personalities Teixeira discovered the keys to attraction and retention through a series of lab experiments where participants viewed real ads that Teixeira selected from YouTube, while a camera recorded their facial reactions. They had...
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- June 2023 (Revised March 2024)
- Case
Creating World-Class Board Governance at SECO
By: Krishna G. Palepu and Emer Moloney
In Spring 2023, SECO CEO Massimo Mauri had the ambition to grow the €200 million revenue technology company to a €1 billion company by 2030. Founded in Italy in the 1970s, the family-owned company had gone through a period of growth and internationalization,...
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Keywords:
Family Business;
Business Model;
Acquisition;
Business Growth and Maturation;
Talent and Talent Management;
Customer Focus and Relationships;
Engineering;
Governance;
Corporate Governance;
Governing and Advisory Boards;
Growth and Development Strategy;
Compensation and Benefits;
Retention;
Innovation and Invention;
Technological Innovation;
Going Public;
Strategic Planning;
Business and Shareholder Relations;
Business Strategy;
Information Infrastructure;
Information Technology;
Value Creation;
Organizational Change and Adaptation;
Computer Industry;
Electronics Industry;
Industrial Products Industry;
Information Technology Industry;
Technology Industry;
Italy;
Europe;
Germany;
United States;
China
Palepu, Krishna G., and Emer Moloney. "Creating World-Class Board Governance at SECO." Harvard Business School Case 123-082, June 2023. (Revised March 2024.)
- 12 Oct 2011
- First Look
First Look: October 12
income between two organizations in similar businesses. It can be measured by the "Four Rs" of referrals and retention of employees, returns to labor, and relationships with customers that foster...
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Sean Silverthorne
- 07 Nov 2017
- First Look
New Research and Ideas: November 7, 2017
find that the data he needs simply does not exist. The case follows him and his team as they take on challenges as the start-up evolves and develops. Topics include acquiring data, web-based prototyping to understand customer preferences,...
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Carmen Nobel
- 16 Apr 2013
- First Look
First Look: April 16
notion that the signal-to-noise ratio plays a central role in generating multiplicity with AA preferences for fairness. Cases & Course Materials Harvard Business School Case 612-701 Zappos.com 2009: Clothing, Customer Service, and...
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Sean Silverthorne
- 27 Mar 2012
- First Look
First Look: March 27
experiment carried out in a large business process outsourcing company, we found that socialization focused on personal identity (emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction...
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Carmen Nobel
- 26 Feb 2008
- First Look
First Look: February 26, 2008
short term, but produces complementary effects in both the catalog and the online channels in the long term; the complementary effects, which are magnified in the online channel, more than overcome the initial losses in the catalog channel. View Details
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Martha Lagace
- 14 Feb 2012
- First Look
First Look: February 14
(emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction and greater employee retention after six months, compared to (a) socialization that focused on...
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Keywords:
Carmen Nobel
- 16 Jul 2013
- First Look
First Look: July 16
author cites a number of companies that have moved toward or into what he calls "the efficiency frontier." These include Sarvajal, in India, which saves money and eliminates waste by selling direct to customers through its...
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Keywords:
Anna Secino
- November 2004 (Revised September 2019)
- Background Note
The U.S. Health Club Industry in 2004
By: John R. Wells, Gabriel Ellsworth and Benjamin Weinstock
In 2004, the $16.8 billion U.S. health club industry continued its strong record of growth. There were almost 27,000 health clubs in the United States, up from 6,700 two decades earlier, and these clubs claimed 41 million members, over 14% of the U.S. population....
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Keywords:
Health Clubs;
Fitness;
Gyms;
Chain;
Weight Loss;
Obesity;
Exercise;
Personal Training;
Bally Total Fitness;
24 Hour Fitness;
YMCA;
Gold's Gym;
Curves;
Franchise;
Franchising;
Subscription;
Promotional Sales;
Promotions;
Fixed Costs;
Body;
Accrual Accounting;
Revenue Recognition;
Buildings and Facilities;
Business Growth and Maturation;
Business Model;
For-Profit Firms;
Trends;
Customers;
Demographics;
Age;
Income;
Private Equity;
Financing and Loans;
Profit;
Revenue;
Geographic Scope;
Multinational Firms and Management;
Health;
Nutrition;
Business History;
Employees;
Retention;
Human Capital;
Working Conditions;
Contracts;
Business or Company Management;
Goals and Objectives;
Growth and Development Strategy;
Markets;
Demand and Consumers;
Supply and Industry;
Industry Growth;
Industry Structures;
Operations;
Service Operations;
Franchise Ownership;
Private Ownership;
Public Ownership;
Problems and Challenges;
Sales;
Salesforce Management;
Situation or Environment;
Opportunities;
Nonprofit Organizations;
Welfare;
Sports;
Strategy;
Business Strategy;
Competition;
Competitive Strategy;
Consolidation;
Corporate Strategy;
Customization and Personalization;
Expansion;
Segmentation;
Hardware;
Health Industry;
United States
Wells, John R., Gabriel Ellsworth, and Benjamin Weinstock. "The U.S. Health Club Industry in 2004." Harvard Business School Background Note 705-445, November 2004. (Revised September 2019.)