By the time Susannah Winslow remembered that her ringer was off, she had seven text messages from her father, Dell, who was also her boss. Susannah, the general manager, was poised to take over in five years, when her dad retired. Dell was an early riser who got to his office at AM. Still, he rarely sent e-mails or texts at that hour.
Something was clearly up. Everyone at the company called James Kenton by his last name, a sign of affection and respect for one of their most successful salespeople. I just heard the voicemail this morning. He implied that we need to keep a tighter rein on our staff.
Tyson Beck, the Mercedes dealership sales manager, had been in charge of planning it, but Kenton had been breathing over his shoulder for weeks, asking for details. What are our customers going to think? Dell sat on the small office couch with his arms crossed. Nothing says luxury like plastic tablecloths and soda pop. Susannah grimaced.How Starbuck's Made a Comeback! A Case Study for Entrepreneurs
She and Greg were Facebook friends; she assumed he had also friended staff members at the BMW dealership, who were most likely friends with people at the Mercedes dealership. He then pointed out that they should think about taking a harder line with tardy employees and teenage test drivers.
Susannah had asked Kenton not to post anything else that reflected negatively on Downcity or its customers and partners. Tyson looked shocked. He posted this late Friday night, clearly not on company time or from a company computer. Has anyone talked to Kenton yet? He and Susannah exchanged glances.The information below is still following the 6th edition. When citing case studies in APA style you'll want to include the typical citation elements and apply general formatting guidelines.
The following are examples of how case studies could be cited in APA style, but be sure to check with your professor about how they'd like you to cite case studies in your work.
Kotter explains the steps British Airways took to reverse a horrible customer service atmosphere and financial crisis. Groysberg and Connolly concluded in their case study that…. Author s. Title of case study. HBS No. City, State abbreviation or Country of publication: Publisher. Kotter, J. Changing the Culture at British Airways. Groysberg, B. BlackRock: Diversity as a Driver for Success. This information is intended to be a guideline, not expert advice.
Please be sure to speak to your professor about the appropriate way to cite a Harvard Business Review case study in your class assignments and projects. Was this helpful? Frequently Asked Questions FAQs are a self-serve option for users to search and find answers to their questions. Use the search box above to type your question to search for an answer or browse existing FAQs by group, topic, etc.
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Powered by Springshare ; All rights reserved. Report a tech support issue.Do you have a few minutes to talk? But Connor knew that urgent meeting requests were often bad news.
He tried to keep his voice calm, though he felt something between panic and anger. Connor visibly winced. Just two months earlier, Connor had asked Alysha about the rumors that she was thinking of leaving. After all, her recent bonus had been generous, and she was on track for a promotion to managing director.
Connor instantly realized that Trent might follow her—such moves were common in their industry. But it was good that Alysha had been discreet so far. At least now he—and HR—would have more leeway to negotiate. Leaders would discuss deals with people they truly wanted to retain, while letting less valuable employees go.
They were set to start raising a new round of funding for the semiconductor company in the coming quarter. Why do you want to leave? Is it really about the money? Connor tried to read between the lines. We all see you as a future leader of this firm. Can you give us a shot at keeping you? She promised to wait the day out in the conference room and consider a counteroffer. While filling him in, Connor felt his resentment rising.
Then clearly she interviewed behind my back. But did you really expect her to tell you that Randall was trying to poach her?
No one does that. Connor had to admit that he knew how much in demand talent like Alysha was. Joshua Schafer was the president and cofounder of the firm. Then have HR get on the phone with some recruiters to see who else might be out there.
Connor rolled his eyes. Losing her—and perhaps Trent—would be bad for you and the whole firm. Connor asked Trent to meet him in his office. Connor knew that pay was often the primary motivator for bankers, but other things also mattered: firm culture, reputation, opportunities, a good team leader.
Ordinarily, such rapid advancement for an associate would have been out of the question. But I might not be able to do that for a variety of reasons. We need continuity on MicroBase. Connor stood up and shook his hand. Let me get back to you. Now he was looking at preparing two counteroffers. I should have had a pipeline, been more proactive about succession planning, retention—all of it. There are people out there, as you know, but most of them have made moves recently, and none of them have her profile.Discover the case method.
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Ask us! Consider setting up a HBR coursepack for your students. The Business Library does not administer coursepacks. Contact the Ageno School of Business. Harvard Business Publishing supports educators' use of their case studies and articles by providing a website and free educator accounts. Students must purchase all items you select as Required reading.
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Case Study: Should You Fight to Keep a Star?
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All HBP content is protected by copyright and may not be reproduced or distributed, whether in print or electronic form, without permission of Harvard Business School Publishing.Was this helpful? MLA Format. Author s. Name of the case. Business Case. Format Print or Web If your format is Web include the date it was accessed.
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Citation elements required and general format:. Title of case study. HBS No. City, State abbreviation or Country of publication: Publisher. One Author:. Smith, S. Two Authors:. Eisenmann, T. Google, Inc. Smith reportedp. Eisenmann and Herman did agree on the research findingsp. Boston: Harvard Business School Publishing, On the Web.
Case Study: Should He Be Fired for That Facebook Post?
How do I cite a case study in Harvard Business Review? Toggle menu visibility. Ask Another Question.Categories: Research. While most executives see a clear need to improve employee engagement, many have yet to develop tangible ways to measure and tackle this goal. However, a growing group of best-in-class companies says they are gaining competitive advantage through establishing metrics and practices to effectively quantify and improve the impact of their engagement initiatives on overall business performance.
These are among the findings of a new Harvard Business Review Analytic Services report of more than executives around employee engagement research that features in-depth interviews with 12 best-practice company leaders. The report survey found that many companies find it challenging to measure engagement and tie its impact to financial results: fewer than 50 percent of companies said that they are effectively measuring employee engagement against business performance metrics such as customer satisfaction or increased market share.
Connecting engagement to business performance requires considerable effort and top management focus—and, to a large degree, it is about how you do it. But there is enormous opportunity for companies that get it right. The most common measurements best-practice companies are using to connect engagement to business performance were those that tied customer metrics with engagement metrics.
Case Study: Should You Fight to Keep a Star?
Specifically, a number of best-practice companies interviewed found NPS and the service-profit chain to be powerful tools to link engagement initiatives with business goals. Read the full report by downloading it here. View More…. Radio Show Events. Related posts:. Unlocking the secrets of employee engagement.
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