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All HBS Web
(234)
- News (42)
- Research (172)
- Multimedia (1)
- Faculty Publications (78)
Howard Schultz
Not only did Schultz foresee that a large-scale coffee shop chain was a lucrative business, but he maintained Starbucks lead through a combination of customer and employee satisfaction plans. Schultz’s plan...
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Restaurants & Lodging
- 17 Dec 2015
- News
Conducting Research That Influences Practice
Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer...
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- 01 Mar 2003
- News
Service with a Smile
unsatisfied, they need to have a means of communicating their emotions.” Interestingly, when employees are asked to amplify certain positive emotions — to deliver a product with a smile, for instance — their job View Details
Robert F. McDermott
diversified financial services enterprise with over $30 billion in assets. His deep commitment to customer service and concern for employee satisfaction were recognized by industry analysts who often ranked...
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Finance
Gordon M. Bethune
When Bethune took over Continental, the company was nearly out of cash, there was conflict between employees and management, and the airline ranked last in customer satisfaction. Bethune initiated a market research campaign to determine...
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Transportation
- 01 Oct 2008
- Research & Ideas
How Much Time Should CEOs Devote to Customers?
product managers spent on average only three percent of their time in contact with end consumers. Terry Leahy, CEO of Tesco, the UK supermarket chain, spends two days a week in stores interacting with employees and customers. But how far...
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by John Quelch
- 01 Jun 1997
- News
New Releases
a quantifiable set of relationships that directly links profit and growth not only to customer loyalty and satisfaction but to employee loyalty, satisfaction, and productivity. The authors emphasize that...
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- 01 Apr 2002
- News
Siebel Addresses HBS Northern California Club
of itself." At Siebel Systems, he continued, incentive compensation is tied to customer- satisfaction scores. "Virtually every employee communication that I've given since the company's founding has been...
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- 06 Aug 2020
- News
Defining Flex Work
companies understand their employees’ needs and best respond to them. There is no a one-size-fits-all solution to the flexibility question, says Auerbach. Werk assesses each employee and recommends a schedule most likely to maintain...
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- 01 Mar 2018
- News
Money (Actually) Can Buy Happiness
greater overall satisfaction with their lives. One of the things we are working on now is understanding how decisions about time, money, and happiness play out in the context of romantic relationships. What is the optimal way you and your...
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April White
- 01 Sep 2012
- News
A Silent Workplace Crisis
resources or employee assistance programs. One simple change, to have information and referral requests managed by experienced geriatric-care managers, would dramatically improve utilization of services. Corporate wellness programs and...
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- 01 Dec 2022
- News
Case Study: Your Call Is Important to Us
If you’ve ever tried to call an airline or almost any service business of a certain size, you’re probably familiar with the problem: After navigating a seemingly endless set of options, you’re asked by an automated message to share information, but it fails to...
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- 23 Apr 2019
- Blog Post
HBS Shares Their Favorite Books for HR Leaders
self-reflection, and best practices to help managers lead their teams effectively and find satisfaction in their roles. Have you managed teams for years? Are you mentoring a manager? Onboarding a new manager? Regardless of experience,...
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All Industries
- 01 Dec 2018
- News
Lighting the Way
teams is the ability to develop future leaders. I love to mentor all ages and backgrounds because I personally get great satisfaction in watching others develop into their full potential.” Fueled by their success, she is dedicated to...
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- 30 Apr 2019
- First Look
New Research and Ideas, April 30, 2019
forthcoming Compensation & Benefits Review The Power of Workplace Rewards: Using Self-Determination Theory to Understand Why Reward Satisfaction Matters for Workers Around the World By: Landry, Anais Thibault, and A.V. Whillans...
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Dina Gerdeman
- 14 Sep 2021
- Blog Post
How to Support Your Employees’ Career Development
organization that teach strategy setting, leadership, and giving and receiving feedback. Key Takeaways Career development is an important factor in employee satisfaction and retention as well as...
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All Industries
- 14 Sep 2021
- Blog Post
How to Support Your Employees' Career Development
that teach strategy setting, leadership, and giving and receiving feedback. Key Takeaways Career development is an important factor in employee satisfaction and retention as well as organizational success....
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- 28 Nov 2007
- Research & Ideas
B2B Branding: Does it Work?
company's stakeholders. Efforts are focused on a single, global corporate brand rather than individual product brands. The payback on marketing expenditures is measured rigorously to the satisfaction of the hard-nosed engineers and...
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- 01 Sep 2003
- What Do You Think?
To Whom Should Boards be Accountable?
corporate managers and directors must first be accountable to and for the satisfaction of customers, the loyalty and opportunities for growth of employees [and others] ..." How does this play out in the...
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by James Heskett
- 06 Aug 2020
- Research & Ideas
Who Will Give You the Best Professional Guidance?
frequency of promotions, employee satisfaction surveys, and external recognition as leaders and contributors. Learn more about how internal coaching and talent and development is evolving inside...
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by Julia B. Austin