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• Case | HBS Case Collection | 2013 (Revised from original 2013 version)

  Iz-Lynn Chan at Far East Organization

  Linda A. Hill, Anthony J. Mayo and Dana M. Teppert

  Iz-Lynn Chan, assistant director of retail business group and service quality and vice president of Far East retail consultancy for Far East Organization, a private real estate developer group in Singapore, raises service standards in the company's hospitality portfolio, Far East Hospitality. Chan and her small team in the Service Quality and Standards Department (SQSD) for Far East Organization apply to the Singapore government for the National Customer Centric Initiative (CCI) for Far East Hospitality. After being awarded the CCI, Chan must make some tough decisions about how to carry out the CCI. Despite Far East Hospitality's leading market share in mid-tier hotels and serviced residences, there had been a number of new entrants into the market and competition is fierce in Singapore's hospitality industry.

  Keywords: leadership; change management; hospitality; organizational change and transformation; Leadership; Leading Change; Change Management; Service Industry; Singapore;

  Citation:

  Hill, Linda A., Anthony J. Mayo, and Dana M. Teppert. "Iz-Lynn Chan at Far East Organization." Harvard Business School Case 413-060, May 2013. (Revised from original February 2013 version.)

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• Case | HBS Case Collection | 2013 (Revised from original 2009 version)

  Lawson: Becoming the Community Store of 9,000 Japanese Communities

  Linda A. Hill, Francisco de Asis Martinez-Jerez, Masako Egawa, Emily Stecker and Mayuka Yamazaki

  Keywords: Retail Industry; Japan;

  Citation:

  Hill, Linda A., Francisco de Asis Martinez-Jerez, Masako Egawa, Emily Stecker, and Mayuka Yamazaki. "Lawson: Becoming the Community Store of 9,000 Japanese Communities." Harvard Business School Case 409-112, March 2013. (Revised from original April 2009 version.)

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• Article | Journal of Personality and Social Psychology | October 2012

  The Preference for Potential

  Zakary L. Tormala, Jayson Jia and Michael I. Norton

  When people seek to impress others, they often do so by highlighting individual achievements. Despite the intuitive appeal of this strategy, we demonstrate that people often prefer potential rather than achievement when evaluating others. Indeed, compared with references to achievement (e.g., "this person has won an award for his work"), references to potential (e.g., "this person could win an award for his work") appear to stimulate greater interest and processing, which can translate into more favorable reactions. This tendency creates a phenomenon whereby the potential to be good at something can be preferred over actually being good at that very same thing. We document this preference for potential in laboratory and field experiments, using targets ranging from athletes to comedians to graduate school applicants and measures ranging from salary allocations to online ad clicks to admission decisions.

  Keywords: attitudes; preferences; persuasion; uncertainty;

  Citation:

  Tormala, Zakary L., Jayson Jia, and Michael I. Norton. "The Preference for Potential." Journal of Personality and Social Psychology 103, no. 4 (October 2012): 567–583.

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