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(957)
- People (3)
- News (307)
- Research (506)
- Multimedia (8)
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- Article
Fighting Bias on the Front Lines
By: Alexandra C. Feldberg and Tami Kim
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details
This article presents research... View Details
Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
- April 2010
- Article
Fixing Health Care on the Front Lines
By: Richard Bohmer
Keywords: Health
Bohmer, Richard. "Fixing Health Care on the Front Lines." Harvard Business Review 88, no. 4 (April 2010).
- 2006
- Article
Executive Development for Services: A Report from the Front Lines
By: Roger Hallowell
Hallowell, Roger. "Executive Development for Services: A Report from the Front Lines." Managing Service Quality 16, no. 1 (2006): 6–11.
- March 2023 (Revised September 2023)
- Case
Emory Healthcare on the Front Lines of the Nursing Workforce Crisis
By: Susanna Gallani, Karen L. Sedatole and Sarah Mehta
Gallani, Susanna, Karen L. Sedatole, and Sarah Mehta. "Emory Healthcare on the Front Lines of the Nursing Workforce Crisis." Harvard Business School Case 123-046, March 2023. (Revised September 2023.)
- 8 Oct 2020
- Panel Discussion
Perspectives in Health: Verily Health: "The Long Fix—Lessons from the Front Lines of Health Care and Health Tech"
By: Regina E. Herzlinger and Vivian Lee
Herzlinger, Regina E., and Vivian Lee. Perspectives in Health: Verily Health: "The Long Fix—Lessons from the Front Lines of Health Care and Health Tech". Harvard Business School, October 8, 2020.
- 08 May 2006
- Research & Ideas
The Cost of Cutting in Line
No one likes to waste time standing in line. So why don't more people try to bribe their way to the front? Should companies allow some customers to move to the front of the line for a hefty fee? Is there a... View Details
Keywords: by Sean Silverthorne
- 08 Apr 2013
- Research & Ideas
How to Demotivate Your Best Employees
the laundry plant, one worker's tardiness or absence can affect another's productivity. If one team of workers falls behind on the job, for example, other workers down the line are left to sit idle. Stellar View Details
- 23 Jan 2024
- Research & Ideas
How to Keep Employees Productive: Support Caregivers
report guides organizations in supporting work-life balance for caregivers. Fuller finds that there are strong incentives to support these employees with benefits; payoffs include lower turnover and less absenteeism. Instead of urging... View Details
Keywords: by Kara Baskin
- 25 May 2011
- HBS Case
QuikTrip’s Investment in Retail Employees Pays Off
includes the line "to provide an opportunity for employees to grow and succeed." When so many workers view the company as their career-long home, what happens when the chain runs out of available... View Details
- 12 Feb 2018
- Research & Ideas
Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?
line has an end and there is an identifiable person who occupies it,” says Buell. “They know they’re last and everyone around them knows it as well.” The anxiety we feel about being last can affect how consumers experience waiting for a... View Details
- 05 Feb 2018
- What Do You Think?
Should Companies Disclose Employee Compensation?
iStock Summing Up How Should Organizations Draw the Line on Pay Transparency? There is general support for the widespread practice of disclosing pay data in "bands" associated with jobs. Fewer people would go beyond this to... View Details
- 17 Jul 2023
- Research & Ideas
Money Isn’t Everything: The Dos and Don’ts of Motivating Employees
Little & Company motivated board members of Gulfstream to sign up new clients: with model airplanes. The wealthy and influential members of the private plane company’s board reveled in the bragging rights conveyed by each individual model plane they earned that... View Details
Keywords: by Avery Forman
- 17 Feb 2022
- Book
When Employees Feel a Sense of Purpose, Companies Succeed
employees to discover their purpose in life but to then find a connection between our personal life purpose with the purpose of the organization where we work. The great resignation under way over the past year has shown us that View Details
Keywords: by Ranjay Gulati
- 16 Nov 2021
- HBS Case
How a Company Made Employees So Miserable, They Killed Themselves
year, a 49-year-old technician at the same company stabbed himself in front of his colleagues after learning he had been demoted. Between 2006 and 2009, at least 19 France Télécom employees took their own... View Details
Keywords: by Michael Blanding
- 2020
- Working Paper
No Line Left Behind: Assortative Matching Inside the Firm
By: Achyuta Adhvaryu, Vittorio Bassi, Anant Nyshadham and Jorge Tamayo
How do firms pair workers with managers, and which constraints affect the allocation of labor within the firm? We characterize the sorting pattern of managers to workers in a large readymade garment manufacturer in India and then explore potential drivers of the... View Details
Keywords: Assortative Matching; Productivity; Global Buyers; Readymade Garments; Management; Employees; Performance Productivity
Adhvaryu, Achyuta, Vittorio Bassi, Anant Nyshadham, and Jorge Tamayo. "No Line Left Behind: Assortative Matching Inside the Firm." Harvard Business School Working Paper, No. 20-103, March 2020.
- 05 Jul 2023
- What Do You Think?
How Are Middle Managers Falling Down Most Often on Employee Inclusion?
diversity aren’t occupying jobs in human resources. Instead, they are department managers and team leaders on the front line who are responsible for inclusion. But how much attention is being given to the... View Details
Keywords: by James Heskett
- 21 Feb 2023
- Research & Ideas
Are Your Employees Passing Up Incentives? Try Promoting the Programs More
Motivating employees takes more than carrots and sticks—it hangs on making them aware of those incentives and deterrents, according to new research. Companies, governments, and institutions across the globe spend countless billions on... View Details
Keywords: by Scott Van Voorhis
- 06 Apr 2015
- Research & Ideas
After Germanwings, More Attention Needed on Employee Mental Health
the Gallup-Healthways Well-Being Index, absenteeism from workers diagnosed with depression costs US workplaces an estimated $23 billion annually in lost productivity. That number, however, only calculates losses based on days employees... View Details
- 05 Nov 2024
- Research & Ideas
AI Can Help Leaders Communicate, But Can't Make Employees Listen
If a chatbot can Slack convincingly in the boss’s voice, will employees follow orders once they realize the CEO is actually a machine? A novel two-part study finds that an artificial intelligence (AI) chatbot trained to write like a... View Details
- 2022
- White Paper
Building from the Bottom Up: What Business Can Do to Strengthen the Bottom Line by Investing in Front-line Workers
By: Joseph B. Fuller and Manjari Raman
A significant number of American workers—44%—are employed in low wage jobs at the front line of industries. Despite undertaking some of the most tedious, dirtiest, and most dangerous jobs, low-wage workers are—and have long been—the most likely to be overlooked by... View Details
Keywords: COVID-19; Labor Market; Low-wage Workers; Worker Welfare; Churn/retention; Morale; Jobs and Positions; Employees; Wages; Retention; Well-being; Human Resources
Fuller, Joseph B., and Manjari Raman. "Building from the Bottom Up: What Business Can Do to Strengthen the Bottom Line by Investing in Front-line Workers." White Paper, Harvard Business School, January 2022.