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All HBS Web
(237)
- News (42)
- Research (170)
- Multimedia (1)
- Faculty Publications (78)
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- 19 Jul 2004
- Research & Ideas
Your Customers: Use Them or Lose Them
her course for Harvard MBA students, Managing Service Operations, which explores interactions between firms and customers. Defy Conventional Wisdom Commerce Bank entered a mature industry where the overall level of customer satisfaction...
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by Martha Lagace
- 26 Jan 2016
- First Look
January 26, 2016
sites quickly become choked with low-quality content. While clicks rise, customer satisfaction plummets. The glitches, say the authors, are not in the algorithms but in the way we interact with them. Managers need to recognize their two...
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Sean Silverthorne
- 15 Sep 2011
- Research & Ideas
High Ambition Leadership
They instituted an incentive scheme that gave employees a financial stake in the performance of the business. They invested in IT systems and other tools to improve the ability of frontline call-center workers to deliver superior customer...
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by Martha Lagace
- 05 Sep 2012
- What Do You Think?
Will Business Management Save US Health Care?
for-profit health care organization led to better patient outcomes at the same time that "provider engagement and feeling of satisfaction have increased, our costs have fallen and our net profit has increased." One of the basic...
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- 26 Jan 2004
- Research & Ideas
What Developing-World Companies Teach Us About Innovation
themselves to understanding the needs of less-affluent customers and using this knowledge to devise creative solutions to customer problems. Employees of China's Haier, for example, discovered through visiting rural customers that they...
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- 28 Oct 2013
- Research & Ideas
Responsible Leadership in an Unforgiving World
and companies were." Book Excerpt The Good Struggle: Responsible Leadership in an Unforgiving World Joseph Badaracco Read An Excerpt Markets today not only control the buying and selling of goods and services, they shape nearly every aspect of our lives. View Details
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by Michael Blanding
- 17 Jan 2017
- First Look
First Look at New Research: January 17
Through Social Media: Passable Trust and the Paradox of Non-work Interactions By: Neeley, Tsedal, and Paul Leonardi Abstract—Despite the recognition that knowledge sharing among employees is necessary to enact knowledge strategy, little...
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Sean Silverthorne
- 12 Mar 2019
- First Look
New Research and Ideas, March 12, 2019
and mobilizing employees to embrace them, and practicing dual-minded leadership. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=55837 March–April 2019 Harvard Business Review Operational Transparency: Make Your...
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Dina Gerdeman
- 12 Jul 2010
- Research & Ideas
Rocket Science Retailing: A Practical Guide
inspiration and guidance do you think retailers could draw from the Toyota Production System (TPS)? A: TPS highlights include the power of focusing and executing the operational details; the vital role of continuous process improvement; and the need to involve View Details
- 11 Nov 2014
- First Look
First Look: November 11
Publications November 2014 Harvard Business Review Cooks Make Tastier Food When They Can See Their Customers By: Buell, Ryan W., Tami Kim, and Chia-Jung Tsay Abstract—While existing theory suggests that increased contact between customers and View Details
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Sean Silverthorne
- 07 Mar 2000
- Research & Ideas
Putting Health Care Consumers in the Driver’s Seat
employees, rapidly rising health-care costs, and the likely loss of existing protection against lawsuits for pain and suffering from medical events. She then disclosed the results of a 1999 KPMG survey of CEOs and consumers about consumer-driven health care. The firm...
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- 17 Sep 2013
- First Look
First Look: September 17
impact people's feelings about their decisions. We compare post-choice satisfaction from choices made by mind wandering to reason based choices and randomly assigned outcomes. Participants chose a poster by mind wandering or...
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Sean Silverthorne
- October 2023 (Revised January 2024)
- Case
Ball: EVA Driving the World's Leading Can Manufacturer (A)
By: Jonas Heese and Susan Pinckney
The case describes Ball’s multi decade history of using Economic Value Added to drive decision making and workforce compensation. In 2016, the company acquired Rexam PLC and became the world’s leading metal beverage container company. Consumer demand for varied...
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Budgets and Budgeting;
Cost Accounting;
Financial Reporting;
Financial Statements;
Buildings and Facilities;
Green Building;
Mergers and Acquisitions;
Customer Satisfaction;
Decisions;
Forecasting and Prediction;
Machinery and Machining;
Asset Pricing;
Corporate Finance;
Capital;
Cost;
Financial Management;
Goods and Commodities;
Compensation and Benefits;
Executive Compensation;
Employee Relationship Management;
Goals and Objectives;
Resource Allocation;
Business Strategy;
Corporate Strategy;
Food and Beverage Industry;
United States;
Arizona;
California;
Texas
Heese, Jonas, and Susan Pinckney. "Ball: EVA Driving the World's Leading Can Manufacturer (A)." Harvard Business School Case 124-002, October 2023. (Revised January 2024.)
- 27 Mar 2012
- First Look
First Look: March 27
experiment carried out in a large business process outsourcing company, we found that socialization focused on personal identity (emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction...
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Carmen Nobel
- 31 Jul 2012
- First Look
First Look: July 31
the Dutch IT outsourcing market and regularly wins high customer- satisfaction marks. The growing workload and 100% promise to customers have increased the pressure on its non-hierarchical teams of engineers, as well as the hiring speed,...
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Carmen Nobel
- 05 Mar 2019
- First Look
New Research and Ideas, March 5, 2019
rates of public sector employment, the crown jewel of the Jordanian regime’s patronage. Interviews with over 60 of the surveyed firm owners across four strategically paired districts illustrate that business owners covet forbearance and that kinship ties to public...
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Dina Gerdeman
- 15 May 2013
- Research & Ideas
From McRibs to Maseratis: The Power of Scarcity Marketing
ourselves). Happy Money provides valuable information not only for pleasure-seeking consumers, but also for companies looking to increase the happiness of both employees and customers. The following excerpt describes how the power of...
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Re: Michael I. Norton
- 15 Mar 2011
- First Look
First Look: March 15
Piovesan Abstract To encourage worker productivity, offices prohibit Internet use. Consequently, many employees delay Internet activity to the end of the workday. Recent work in social psychology, however, suggests that using willpower to...
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Sean Silverthorne
- 21 May 2013
- First Look
First Look: May 21
Bonuses Increase Employee Satisfaction and Team Performance By: Anik, Lalin, Lara B. Aknin, Michael I. Norton, Elizabeth W. Dunn, and Jordi Quoidbach Abstract—In two field studies, we explore the impact of...
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Sean Silverthorne
- 04 Jun 2013
- First Look
First Look: June 4
that allowed the Clinic to excel at patient satisfaction without jeopardizing its traditional strengths. Publisher's link:...
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Sean Silverthorne