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- 2013
- Working Paper
The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance
By: Claire Senot, Aravind Chandrasekaran, Peter T. Ward and Anita L. Tucker
The quality of operational processes is an important driver of performance in hospitals. In particular, processes that reliably deliver both evidence-based and patient-centered care, which we call conformance and experiential quality, respectively, have been argued to... View Details
Keywords: Healthcare; Experiential Quality; Conformance Quality; Clinical Outcomes; Cost Efficiency; Quality; Service Operations; Health Care and Treatment; Performance; Outcome or Result; Health Industry
Senot, Claire, Aravind Chandrasekaran, Peter T. Ward, and Anita L. Tucker. "The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance." Harvard Business School Working Paper, No. 14-024, September 2013.
- 27 Sep 2013
- Working Paper Summaries
The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance
- January 1993
- Article
Models for Measuring and Accounting for Cost of Conformance Quality
By: P. Nandakumar, S. Datar and R. Akella
Nandakumar, P., S. Datar, and R. Akella. "Models for Measuring and Accounting for Cost of Conformance Quality." Management Science 39, no. 1 (January 1993): 1–16.
- June 2015 (Revised May 2017)
- Teaching Note
Philips Healthcare: Marketing the HealthSuite Digital Platform
By: John A. Quelch
- 13 Nov 2008
- Working Paper Summaries
The Effect of Labor on Profitability: The Role of Quality
Keywords: by Zeynep Ton
- 2008
- Working Paper
The Effect of Labor on Profitability: The Role of Quality
By: Zeynep Ton
Determining staffing levels is an important decision in retail operations. While the costs of increasing labor are obvious and easy to measure, the benefits are often indirect and not immediately felt. One benefit of increased labor is improved quality. The objective... View Details
Keywords: Profit; Selection and Staffing; Service Delivery; Business Processes; Quality; Retail Industry
Ton, Zeynep. "The Effect of Labor on Profitability: The Role of Quality." Harvard Business School Working Paper, No. 09-040, September 2008. (Revised July 2009.)
- November 1989 (Revised January 1990)
- Case
Paul Revere Insurance Co. (C): Competing For the Baldrige Award--The Malcolm Baldrige National Quality Award Exercise
The Malcolm Baldrige National Quality Award requires firms to submit applications that conform to a rigorous quality-assessment system. This case consists of several parts of a service company's 1988 Baldrige application together with material from the Malcolm Baldrige... View Details
Hart, Christopher. "Paul Revere Insurance Co. (C): Competing For the Baldrige Award--The Malcolm Baldrige National Quality Award Exercise." Harvard Business School Case 690-002, November 1989. (Revised January 1990.)
- 30 Sep 2008
- First Look
First Look: September 30, 2008
benefit of increased labor is improved quality. The objective of this paper is to examine the effect of labor on profitability through its impact on quality. Since employees at retail stores perform both production-related activities and customer-service activities, I... View Details
Keywords: Martha Lagace
- September 2021
- Article
Gender Stereotypes in Deliberation and Team Decisions
By: Katherine B. Coffman, Clio Bryant Flikkema and Olga Shurchkov
We explore how groups deliberate and decide on ideas in an experiment with communication. We find that gender biases play a significant role in which group members are chosen to answer on behalf of the group. Conditional on the quality of their ideas, individuals are... View Details
Keywords: Gender Differences; Stereotypes; Teams; Economic Experiments; Gender; Prejudice and Bias; Groups and Teams; Perception
Coffman, Katherine B., Clio Bryant Flikkema, and Olga Shurchkov. "Gender Stereotypes in Deliberation and Team Decisions." Games and Economic Behavior 129 (September 2021): 329–349.
- Research Summary
Overview
By: Ethan C. Rouen
Relying on empirical archival methodologies—as well as techniques in data science—to develop and structure new sources of data by which to approach questions of looming disclosure changes, Professor Rouen has focused on one of the Securities and Exchange Commission’s... View Details
- 20 Jun 2005
- Research & Ideas
Creating a Positive Professional Image
interview. Mallory Stark: What is a professional image? Laura Morgan Roberts: Your professional image is the set of qualities and characteristics that represent perceptions of your competence and character as judged by your key... View Details
Keywords: by Mallory Stark
- 17 Feb 2022
- Book
When Employees Feel a Sense of Purpose, Companies Succeed
organization or business is to improve the quality of life, period,” Chopra says. “Focus on the quality of life for your employees because if your employees are happy, then your customers are going to be... View Details
Keywords: by Ranjay Gulati
- 02 Dec 2010
- What Do You Think?
Making Right Choices: Art or Science?
using art to sharpen the intuitiveness that goes into the moment of choice." Others maintained that choosing is neither an art nor a science. Laurence McKinney said, "We ultimately base our decisions on 'feelings'" and emotions, aided by such things as... View Details
Keywords: by Jim Heskett
- 17 Sep 2013
- First Look
First Look: September 17
implementation cost. Download working paper: https://www.hbs.edu/faculty/Pages/download.aspx?name=14-020.pdf The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance By:... View Details
Keywords: Sean Silverthorne
- 30 Dec 2013
- Research & Ideas
Most Popular Articles of 2013
colleagues discuss how Random Coefficient Models (RCMs) can close the gap between theoretical and empirical research in strategy. The Impact of Conformance and Experiential Quality on Healthcare Cost and... View Details
Keywords: by Staff
- 04 Aug 2009
- First Look
First Look: August 4
benefits are often indirect and not immediately felt. One benefit of increased labor is improved quality. The objective of this paper is to examine the effect of labor on profitability through its impact on quality. I examine both View Details
Keywords: Martha Lagace
- 08 Dec 2008
- Research & Ideas
Thinking Twice About Supply-Chain Layoffs
increasing the amount of labor at a store is associated with an increase in profit margin. This did not come about through the impact of more labor on service quality, but through its impact on conformance quality—those "boring... View Details
- 09 Sep 2009
- First Look
First Look: September 9
extensive historical study: (1) link responsibility and control, (2) manage moral hazard, (3) pool risk in sound institutions, (4) adopt market conforming approaches to the extent possible, and (5) structure markets to promote safe... View Details
Keywords: Martha Lagace
- 03 Apr 2013
- What Do You Think?
Will Women Leaders Influence the Way We Work?
women." Marlis Krichewsky presented an interesting hypothesis when she classified male and female managers in three groups: those who conform to the gender role model, those who imitate the role model of the other gender, and those... View Details
Keywords: by James Heskett
- 19 May 2011
- Research & Ideas
Empathy: The Brand Equity of Retail
example of a hospital patient who consistently refused to follow medical orders, gave all the doctors bad reviews in customer surveys regardless of quality of care, and eventually threatened to strip naked in the hospital lobby and threw... View Details