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      Cold Call
      A podcast featuring faculty discussing cases they've written and the lessons they impart.
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      • 02 Mar 2021
      • Cold Call Podcast

      Can Historic Social Injustices be Addressed Through Reparations?

      Survivors of the 1921 Tulsa Massacre and their descendants believe historic social injustices should be addressed through reparations. Professor Mihir Desai discusses the arguments for and against reparations in response to the Tulsa Massacre and, more broadly, to the effects of slavery and racist government policies in the US in his case, “The Tulsa Massacre and the Call for Reparations.”  Open for comment; 0 Comment(s) posted.

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      QualityRemove Quality →

      New research on quality from Harvard Business School faculty on issues including quality control, quality assurance, and quality metrics.
      Page 1 of 9 Results
      • 17 Sep 2019
      • Cold Call Podcast

      How a New Leader Broke Through a Culture of Accuse, Blame, and Criticize

      Children’s Hospital & Clinics COO Julie Morath sets out to change the culture by instituting a policy of blameless reporting, which encourages employees to report anything that goes wrong or seems substandard, without fear of reprisal. Professor Amy Edmondson discusses getting an organization into the “High Performance Zone.” Open for comment; Comment(s) posted.

      • 27 Feb 2019
      • Research & Ideas

      The Hidden Cost of a Product Recall

      by Danielle Kost

      Product failures create managerial challenges for companies but market opportunities for competitors, says Ariel Dora Stern. The stakes have only grown higher. Open for comment; Comment(s) posted.

      • 31 Mar 2018
      • Working Paper Summaries

      Expected Stock Returns Worldwide: A Log-Linear Present-Value Approach

      by Akash Chattopadhyay, Matthew R. Lyle, and Charles C.Y. Wang

      Over the last 20 years, shortcomings of classical asset-pricing models have motivated research in developing alternative methods for measuring ex ante expected stock returns. This study evaluates the main paradigms for deriving firm-level expected return proxies (ERPs) and proposes a new framework for estimating them.

      • 26 Apr 2017
      • Working Paper Summaries

      Assessing the Quality of Quality Assessment: The Role of Scheduling

      by Maria Ibanez and Michael W. Toffel

      Accurate inspections enable companies to assess the quality, safety, and environmental practices of their business partners, and enable regulators to protect consumers, workers, and the environment. This study finds that inspectors are less stringent later in their workday and after visiting workplaces with fewer problems. Managers and regulators can improve inspection accuracy by mitigating these biases and their consequences.

      • 23 Sep 2013
      • Research & Ideas

      Status: When and Why It Matters

      by Dina Gerdeman

      Status plays a key role in everything from the things we buy to the partnerships we make. Professor Daniel Malter explores when status matters most. Closed for comment; 9 Comment(s) posted.

      • 16 May 2011
      • Research & Ideas

      What Loyalty? High-End Customers are First to Flee

      by Julia Hanna

      Companies offering top-drawer customer service might have a nasty surprise awaiting them when a new competitor comes to town. Their best customers might be the first to defect. Research by Harvard Business School's Ryan W. Buell, Dennis Campbell, and Frances X. Frei. Key concepts include: Companies that offer high levels of customer service can't expect too much loyalty if a new competitor offers even better service. High-end businesses must avoid complacency and continue to proactively increase relative service levels when they're faced with even the potential threat of increased service competition. Even though high-end customers can be fickle, a company that sustains a superior service position in its local market can attract and retain customers who are more valuable over time. Firms rated lower in service quality are more or less immune from the high-end challenger. Closed for comment; 24 Comment(s) posted.

      • 08 Dec 2008
      • Research & Ideas

      Thinking Twice About Supply-Chain Layoffs

      by Julia Hanna

      Cutting the wrong employees can be counterproductive for retailers, according to research from Zeynep Ton. One suggestion: Pay special attention to staff who handle mundane tasks such as stocking and labeling. Your customers do. Closed for comment; 0 Comment(s) posted.

      • 01 Dec 2006
      • What Do You Think?

      How Important Is Quality of Labor? And How Is It Achieved?

      by by Jim Heskett

      A new book by Gregory Clark identifies "labor quality" as the major enticement for capital flows that lead to economic prosperity. By defining labor quality in terms of discipline and attitudes toward work, this argument minimizes the long-term threat of outsourcing to developed economies. By understanding labor quality, can we better confront anxieties about outsourcing and immigration? Closed for comment; 48 Comment(s) posted.

      • 20 Sep 2004
      • Research & Ideas

      How Consumers Value Global Brands

      by Douglas B. Holt, John A. Quelch & Earl L. Taylor

      What do consumers expect of global brands? Does it hurt to be an American brand? This Harvard Business Review excerpt co-written by HBS professor John A. Quelch identifies the three characteristics consumers look for to make purchase decisions. Closed for comment; 0 Comment(s) posted.

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