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All HBS Web
(209)
- News (59)
- Research (109)
- Events (1)
- Multimedia (1)
- Faculty Publications (33)
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- 04 Jun 2012
- Research & Ideas
The Business of Life
inside a family, he says, because it depends on "bribing" them every time you want them to do something—whether it's making their beds or just being nice to each other. Rather, he advocates psychologist Frederick Herzberg's Two-factor theory, which focuses on the idea...
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by Carmen Nobel
- 25 Jul 2005
- Research & Ideas
Fool vs. Jerk: Whom Would You Hire?
people choose their work partners according to two criteria. One is competence at the job (Does Joe know what he's doing?). The other is likability (Is Joe enjoyable to work with?). Obviously, both things matter. Less obvious is how much...
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by Tiziana Casciaro & Miguel Sousa Lobo
- 06 Feb 2013
- What Do You Think?
Is ‘Conscious Capitalism’ an Antidote to Income Inequality?
never mind narcissism and all the disorders of greed We can't fix the world with economic systems too big a job all we tiny ones have is our love and conscience." Etienne Douaze maintains that the concept is alive and well in Germany's...
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by James Heskett
- 19 Sep 2016
- Research & Ideas
Why Isn't Business Research More Relevant to Business Practitioners?
time? Why is it that even people who care about morality end up behaving unethically? Why is it that people often feel inauthentic at work? What does that imply for their job satisfaction and productivity?”...
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- 21 Apr 2008
- Research & Ideas
The New Math of Customer Relationships
managers think of customers, and introduce the idea that not all customers contribute equal value. Concrete examples illustrate the self-reinforcing nature of the connections between employee loyalty and customer loyalty; and between employee View Details
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by Sean Silverthorne
- 01 Oct 2008
- Research & Ideas
How Much Time Should CEOs Devote to Customers?
must get out and meet customers on their home turf—in their homes, on job sites, in their offices. Here the CEO has to set an example. AG Lafley, CEO of Procter & Gamble, reinstituted consumer home visits and store visits for himself...
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by John Quelch
- September–October 2013
- Article
Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services
By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing....
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Keywords:
Job Cuts and Outsourcing;
Medical Specialties;
Health Care and Treatment;
Customer Focus and Relationships;
Learning;
Customer Satisfaction;
Health Industry
Clark, Jonathan R., Robert S. Huckman, and Bradley R. Staats. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services." Organization Science 24, no. 5 (September–October 2013): 1539–1557.
- August 2023
- Technical Note
Two Ways of Pursuing a Calling
By: Leslie Perlow and Hannah Weisman
Work can be a means to a financial end, a stepping stone to higher-level jobs, or a meaningful end in itself: a calling. The technical note provides an overview of two different ways people can pursue a calling: with an internal focus or external focus.
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- 20 Dec 2004
- Research & Ideas
How an Order Views Your Company
impact stayed. Kash, John, and I worked very hard to capture our findings in a single document. Alan Weber, at the time the Editor of the Harvard Business Review, did a magnificent job of taking our manuscript and making it accessible to...
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by Sarah Jane Johnston
- 06 Jun 2012
- What Do You Think?
Is Something Wrong with the Way We Work?
jobs and work-life balance, and perceptions of team collaboration, efficiency, and effectiveness. What, if anything, is wrong with this picture? (In spite of differences in labor law in the US and other countries, survey data suggest...
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- 20 Sep 2007
- Research & Ideas
How to be a Customer
How-to books targeting customers often focus on how to game the system, how to return the cocktail dress on Monday after you've worn it once on Saturday, how to exploit manufacturer warranties and satisfaction guarantees (often,...
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by John Quelch
- 03 Mar 2010
- What Do You Think?
To What Degree Does “Identity” Affect Economic Performance?
experienced little loyalty on the part of their employers, can any longer identify with their organizations and, in a broader sense, their economy? Economist Robert Shiller's response to this question is sobering. He says: "In most civilian fields, View Details
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by Jim Heskett
- September 2010 (Revised January 2012)
- Case
Emergia: Driving Profitability on Help Desk Contracts
Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship?
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Keywords:
Customer Relationship Management;
Customer Satisfaction;
Profit;
Job Cuts and Outsourcing;
Management Analysis, Tools, and Techniques;
Service Operations;
Performance Capacity;
Performance Evaluation;
Mathematical Methods;
Service Industry
Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
- 11 Mar 2001
- Research & Ideas
Wired and Black: Focus on Careers
are," he said. Good managers, he added, should "value what others devalue." "If marketing is the priority, look at manufacturing," Thomas suggested. Seeking Balance In the end, though, all the panelists said job...
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by Carrie Levine
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer DataUse It
customers." He cites the example of a major hotel chain that asks guests to complete a multiple-question satisfaction survey via their room's TV set during their stay. When one guest answered "extremely dissatisfied" to all...
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by Jean Ayers
- 03 Jun 2015
- What Do You Think?
Is the Time Right for Self-Management?
added, "Holacracy strikes me as a positive way to manage professionals, especially in flat organizations where job advancement is limited." Brooks Tanner commented, "Regardless of its level of success at Zappos, this form...
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- 30 Apr 2019
- First Look
New Research and Ideas, April 30, 2019
engagement? To answer these questions, we utilized self-determination theory to examine whether reward satisfaction predicted employee well-being, job satisfaction, intrinsic motivation, and affective...
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Dina Gerdeman
- 08 Dec 2008
- Research & Ideas
Thinking Twice About Supply-Chain Layoffs
inventory to distribution centers. "I call these people supply-chain foot soldiers." Having items in storage areas but not on the selling floor didn't count at all in their evaluations, but it counts a lot in customer satisfaction and...
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- January 2009 (Revised June 2010)
- Case
Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture
By: Ranjay Gulati
Customer centricity has been an important part of the culture at Cisco Systems since its inception. While part of this is attributable to values put in place by the founders and retained by subsequent management, it is also closely interwoven with its organizational...
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Keywords:
Customer Satisfaction;
Organizational Design;
Organizational Structure;
Organizational Change and Adaptation;
Change Management;
Organizational Culture;
Research and Development;
Job Cuts and Outsourcing;
Employees;
Brands and Branding;
Customer Relationship Management;
Business Units
Gulati, Ranjay. "Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture." Harvard Business School Case 409-061, January 2009. (Revised June 2010.)
- 21 May 2007
- Research & Ideas
Fixing the Marketing-CEO Disconnect
operations where there are established techniques in inventory management and reengineering, there are no obvious and permanent cost-cutting results to be gained through marketing, short of simply slashing the advertising budget. In addition, marketing is not naturally...
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by Sean Silverthorne