Customers'' incivility toward frontline employees hurts workers emotionally, physically, and cognitively and can result in lower performance. But these effects are compounded when employees are required to keep providing "service with a smile," according to psychology professor Alicia Grandey''s research. Companies looking to support their employees in dealing with rude behavior should train them in how to mitigate the effects .....more

Most companies plan how they manage employees, but how many consider how to manage their customers? Given how important customer-employee relationships are to business, and amid rising reports of customer incivility toward the frontline workforce, organizations are taking a page from people management and learning how to better select, train, evaluate, discipline - and even sometimes fire - customers.

This case talks about the 3P (People Planet Profit) strategies of Ant Group backed MYbank, which was established as an online bank in China, as part of Alibaba''s ecosystem, with the vision of providing inclusive finance services to SMEs and farmers in rural China. In April 2022, however, the Chinese economy was grappling with the after effects of the Covid-19 pandemic and macro-economic trends had predicted slower growth for the year. The .....more

Harvard Business Review published its first issue 100 years ago with a mission to help leaders put the best management thinking into practice. To mark our centennial, we asked eight current and former CEOs from some of the world''s top companies to describe the ideas that have propelled their own careers and organizations. Stephane Bancel, the CEO of Moderna, on planning from the future back; Anish Shah, CEO of Mahindra, on purpose-driven .....more

Space is becoming a potential source of value for businesses across a range of sectors, including agriculture, pharmaceuticals, consumer goods, and tourism. To understand what the opportunities are for your company, the authors advise you to consider the four ways in which using space could create value: data, capabilities, resources, and markets. For most companies thinking about their space strategy over the next five to 10 years, data will be the .....more

Many organizations take big actions in the realm of DEI because of something they see another company do--such as publicly declaring themselves champions of people of color or setting an ambitious top-down DEI strategy across the firm. However, these grand stances usually fizzle out, leaving leaders frustrated and saying, "DEI work is too hard. It takes too long to see results." The fact is, DEI isn''t a short-term project, and a .....more

The cofounder of Rolling Stone discusses how a magazine launched on the fly revolutionized music journalism, changed the way politics and social issues were covered, and promoted great talent.

It''s possible to come out of it more financially stable than you were before.

Four steps to take before letting someone go.

Sitting quietly in the heart of the New Mexico desert in the summer of 2014, Spaceport America (SA) housed little of the activity its supporters anticipated when opening its hangar doors in 2011. Despite $1 million in annual rent from Virgin Galactic, British billionaire Richard Branson''s space tourism company and SA''s anchor tenant, the spaceport was still heavily reliant on government funds. Flight delays and a crash on Halloween .....more