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- All HBS Web
(237)
- News (42)
- Research (170)
- Multimedia (1)
- Faculty Publications (78)
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- 08 Sep 2022
- Book
Gen Xers and Millennials, It’s Time To Lead. Are You Ready?
leadership and the role of serving others through collaboration. At the video services provider Vimeo, Anjali Sud persuaded both managers and employees to follow her insight that the firm could perform better as a software company for... View Details
Keywords: by Lane Lambert
- 31 Aug 2010
- First Look
First Look: August 31
and mission to provide its guests and employees an enhanced brand experience. The dilemma Atlantis faced was how to integrate the new vision and mission into all the brand touch points in order to improve customer View Details
Keywords: Sean Silverthorne
- 15 Jul 2008
- First Look
First Look: July 15, 2008
Estimates produced using this instrument indicate that 10% greater foreign investment is associated with 2.6% greater domestic investment, and 10% greater foreign employee compensation is associated with 3.7% greater domestic View Details
Keywords: Martha Lagace
- 07 Jul 2021
- Book
Good News for Disgraced Companies: You Can Regain Trust
because the goals conflict,” Sucher says. Means: A company’s means are not merely its business methods, but whether it takes “the fair path to get there,” Sucher says, in creating equitable practices for employees and communicating with... View Details
Keywords: by Lane Lambert
- 20 Dec 2017
- Lessons from the Classroom
How to Design a Better Customer Experience
adventure. The newly configured machines transformed children from distraught to happy, leading to a pleasant ripple effect: collective relief among parents, a sharp reduction in sedations, and satisfaction scores that jumped by 90... View Details
- 28 Feb 2022
- Research & Ideas
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
terms of business outcomes, they're not developing the best customer relationships they could.” Companies that fix disparities in their service delivery are likely to boost customer satisfaction and loyalty, say Feldberg and Kim in the... View Details
Keywords: by Pamela Reynolds
- 19 Feb 2019
- First Look
New Research and Ideas, February 19, 2019
default for those who don’t make an active choice: pharmacy pick-up without insurance subsidies. Under this program, 42% of eligible employees actively choose home delivery, 39% actively choose pharmacy pickup, and 19% make no active... View Details
Keywords: Sean Silverthorne
- 09 Oct 2001
- Research & Ideas
Driven: How Human Nature Shapes Organizations
and Nohria examine how an organization built around the four-drive theory might look. The return from your work must be the satisfaction which that work brings you and the world's need of work. With it, life is heaven, or as near heaven... View Details
Keywords: by Paul Lawrence & Nitin Nohria
- October 2016
- Supplement
24 Hour Fitness (B): Ownership Changes, 2005–2016
By: John R. Wells and Gabriel Ellsworth
In 2016, 24 Hour Fitness was the number-two fitness chain in the United States, generating revenues of $1.4 billion from 441 clubs serving 3.8 million members. Based in San Ramon, California, 24 Hour Fitness operated clubs in 13 states. Having grown rapidly to become... View Details
Keywords: Advertising; Advertising Campaigns; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; Business Organization; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Age; Training; Private Equity; Financing and Loans; Price; Profit; Revenue; Geographic Location; Geographic Scope; Health; Nutrition; Business History; Human Resources; Employees; Employee Relationship Management; Recruitment; Selection and Staffing; Journals and Magazines; Human Capital; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Management Teams; Marketing; Brands and Branding; Marketing Channels; Marketing Communications; Marketing Strategy; Social Marketing; Demand and Consumers; Market Entry and Exit; Media; Organizational Design; Private Ownership; Problems and Challenges; Groups and Teams; Sales; Salesforce Management; Situation or Environment; Welfare or Wellbeing; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Internet; Mobile Technology; Online Technology; Software; Web Sites; Value; Valuation; Health Industry; Media and Broadcasting Industry; United States; California; San Francisco
Wells, John R., and Gabriel Ellsworth. "24 Hour Fitness (B): Ownership Changes, 2005–2016." Harvard Business School Supplement 717-423, October 2016.
- 07 May 2020
- Research & Ideas
The One Good Thing Caused by COVID-19: Innovation
corporations, innovative and creative risk-mitigating technologies can potentially lead to better customer experience and employee satisfaction both now and in the future. As the world emerges from the... View Details
Keywords: by Hong Luo and Alberto Galasso
- 30 Jul 2001
- What Do You Think?
What’s the Future of Corporate Governance?
stakeholder councils" comprising employees, lead customers, suppliers, and others offers a useful solution to the governance vacuum that exists in many large corporations today. Not so fast, says Gopi Vaddi. While agreeing that "customer and View Details
Keywords: by James Heskett
- 13 Mar 2023
- Research & Ideas
The Power of Personal Connections: How Shared Experiences Boost Performance
percentage points higher in patient satisfaction surveys than specialists with whom the primary care doctor didn’t train, finds new research published in JAMA Internal Medicine. PCPs and specialists who spent their early years together... View Details
- 22 Apr 2002
- Research & Ideas
Does Spirituality Drive Success?
successful entrepreneurs discussed the role beliefs and values play in keeping grounded among the turbulence and long hours that surround new ventures. Jim Sharpe (HBS MBA '76) , CEO of Extrusion Technologies, said he lives his values, and View Details
- 14 Feb 2012
- First Look
First Look: February 14
(emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction and greater employee retention after six months, compared to (a) socialization that focused on... View Details
Keywords: Carmen Nobel
- 11 Jul 2019
- Sharpening Your Skills
Deconstructing 'Customer Experience'
when you don’t. A Good Place to Start Terror at the TajUnder terrorist attack, employees of the Taj Mahal Palace and Tower bravely stayed at their posts to help guests. A multimedia case study looks at the hotel's customer-centered... View Details
- 18 Sep 2012
- First Look
First Look: September 18
initial socialization focused on personal identity (emphasizing newcomers' authentic best selves) led to greater customer satisfaction and employee retention after six months, compared to (a) socialization... View Details
Keywords: Sean Silverthorne
- October 2016
- Case
The Quiet Ascension of LA Fitness
By: John R. Wells and Gabriel Ellsworth
In 2016, LA Fitness was the largest chain of non-franchised fitness clubs in North America, operating 676 clubs, serving 4.9 million members, and generating revenues of over $1.9 billion. Founded by Chinyol Yi, Louis Welch, and Paul Norris in 1984, the privately held... View Details
Keywords: LA Fitness; Health Clubs; Fitness; Gyms; Chain; Exercise; Personal Training; Retention; Bally Total Fitness; 24 Hour Fitness; Planet Fitness; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Demographics; Age; Gender; Income; Residency; Borrowing and Debt; Capital; Capital Structure; Cash; Cash Flow; Cost; Private Equity; Financial Condition; Financial Liquidity; Financing and Loans; Investment Return; Price; Profit; Revenue; Geographic Location; Geographic Scope; Multinational Firms and Management; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Market Entry and Exit; Operations; Service Operations; Leasing; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Mobile Technology; Technology Platform; Health Industry; United States; California; Los Angeles
Wells, John R., and Gabriel Ellsworth. "The Quiet Ascension of LA Fitness." Harvard Business School Case 717-424, October 2016.
- 10 Mar 2021
- Research & Ideas
Key to Doing Your Best at Work? Be Yourself
they are “a good fit.” But that approach does a disservice to both the employee and the business, Frei and Gino say. The pair recently taught a short, intensive course for MBA students, “Anatomy of a Badass,” about learning to be... View Details
Keywords: by Christina Pazzanese, Harvard Gazette
- 08 Dec 2009
- First Look
First Look: Dec. 8
themselves (Study 2) at different income levels. Data from two national surveys revealed that while laypeople's predictions were relatively accurate at higher levels of income, they greatly overestimated the impact of income on life View Details
Keywords: Martha Lagace
- 06 Feb 2013
- What Do You Think?
Is ‘Conscious Capitalism’ an Antidote to Income Inequality?
customer satisfaction and product excellence at least as important as profitability), a collaborative spirit between employers and employees , a long-term view , and a close relationship with suppliers."... View Details
Keywords: by James Heskett