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- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
Heskett as "a chain of relationships involving customer loyalty; customer satisfaction; the value of goods and services delivered; the quality of the process; and employee loyalty, satisfaction,...
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Susan Young
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
"institutions have to fully understand and be able to implement superior customer service. "Each service interaction forms the basis of a consumer's perceptions of the overall quality of an organization,"...
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- 25 Jun 2024
- News
On the Move: Alexis DePree (MBA 2007)
When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment. DePree joined Nordstrom in...
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- 02 Apr 2018
- News
Fighting Over Chores? Spend Some Money, Save the Marriage
- 05 Nov 2021
- News
The ‘Empathy Advantage’ of Great Women Leaders
- 01 Mar 2018
- News
New Marketplace Survey: Payers and Providers Remain Far Apart
- 09 Mar 2018
- News
The Supply Chain Economy and the Future of Good Jobs in America
- 25 Oct 2019
- News
Can Big-Box Retailers Provide Local Health Care?
- 14 Feb 2018
- News
Money Can’t Buy Love, But Here’s What Can
- 01 Sep 2023
- News
That Was Then, This Is Now
It started with a question. But before that, it started in the classroom. Tony Deifell (MBA 2002) loved the discussions in his LEAD course, taught by Professor (and now former Dean) Nitin Nohria; wanting to make them more tangible, Deifell adapted the idea of...
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- 01 Dec 2023
- News
Thinking Ahead
it doesn’t become a habit once insurance stops paying for the program; there isn’t the same social, sticky quality Lee herself discovered when she started rowing on the lightweight crew team in college. “What if there was an option that...
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- 01 Feb 2001
- News
What Makes a Good Leader
Is it the ability to navigate in the choppy waters of change? Do leaders see the hidden opportunity in every setback? Is there really any such thing as a "born leader"? Five HBS faculty and some prominent alumni offer their perspectives on an increasingly essential...
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Management
- 01 Dec 2023
- News
In My Humble Opinion: Plugged In
In a career spent investing in innovative startups at Intel, leading National Grid’s innovation and investment operations, and founding a nonpro t dedicated to advancing women and minorities to positions of top corporate leadership, Lisa Lambert (MBA 1997) always has...
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Deborah Blagg
- 01 Jun 2023
- News
Curb Appeal
rate—the amount of waste that it recycles and composts—has for years lingered below 18 percent, a fraction of what some other major American cities have achieved. And DSNY has been slow to adopt tools such as rat-proof containers and real-time analytics that could...
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- 01 Sep 2023
- News
Made in Italy
HBS faculty members and students visited Lamborghini’s headquarters in Bologna during the immersion to learn how the company became experts in electric car technology. Photo courtesy Lamborghini IMMERSIVE FIELD COURSES OFFERED AS ELECTIVES IN 2023 Denmark and...
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April White
- 01 Mar 2024
- News
Vital Signs
Image by Edmon De Haro Illustration by Edmon De Haro The signs of strain were there long before the pandemic: Health care workers had been managing under tremendous pressures while working long hours in understaffed hospitals. Then COVID unleashed an unprecedented...
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- 01 Aug 1998
- News
Spangler Family Gift Endows New Campus Center
linked to the Harvard Business School in perpetuity through the building that will bear their name." Speaking briefly, Spangler thanked the Dean for the opportunity to make an investment so closely tied to the quality of student life at...
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Nancy O. Perry
- 07 Apr 2015
- News
Warrior Spirit
head to this day,” he says. “As an entrepreneur, leadership is the most important quality to have—you need it to attract the right people and get the optimum performance beyond any employee numbers or resources you control. And the case...
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- 01 Jan 2002
- News
Egon P.S. Zehnder (MBA '56)
performances of daughter, Heidi, a professional opera singer Recommended Reading Emotional Intelligence, by Daniel Goleman "Goleman shows that integrity, the ability to communicate and influence, self-motivation, empathy, and social skills-not high IQ and high...
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- 01 Jun 2001
- News
Monsignor Frederick Dolan Finds a New Calling at HBS Club of Montreal
and that quality is what makes Montreal so enjoyable and attractive.” Working closely with Harry J.F. Bloomfield (MBA 1971) and Robert J. Cajolet (6th OPM), Dolan has already set several goals for the club. Plans are in motion for a...
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