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All HBS Web
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- News (41)
- Research (172)
- Multimedia (1)
- Faculty Publications (78)
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- 27 Oct 2014
- News
Track Customer Service, but Don't Forget the Financials
- 30 Jul 2020
- News
Employees and employers both face trade-offs as offices reopen
- 28 Mar 2019
- News
The one benefit workers want more than anything
- 29 May 2012
- News
Can't stand your job? Feel better about it
- 26 Jul 2019
- News
10 Common-Sense Rules for a Customer-Centric Business Culture
- 24 Dec 2019
- News
Why It’s So Hard to Change People’s Commuting Behavior
- 16 Dec 2021
- News
How Leaders Can Maintain Team Spirit In The Workplace
- 01 Dec 2009
- News
One Man Crime Wave
longer take pride and satisfaction in the one little fragment that is his part of the whole ball of wax.” And if money is at the root of much evil, then business inevitably carries a taint. In MacDonald’s fiction, business is a kind of...
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- 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
- 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 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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- 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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- 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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Keywords:
April White
- 01 Jun 2010
- News
Michael Depatie
was ranked number one in guest satisfaction for 2009 by the Market Metrix Hospitality Index (based on over 130,000 hotel customer surveys), beating competitors including the Ritz-Carlton, W Hotels, and the Four Seasons. Michael Depatie...
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- 01 Mar 2006
- News
The Little Ice-Cream Company That Could
and retraining, and employee satisfaction surveys periodically measure how well the company is meeting its stated goals. “Today, as I travel around the country, it’s what binds us together,” says Rogers. “We...
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- 01 Jun 1998
- News
Diversity and Community
satisfaction creates greater customer retention. Workplace and career satisfaction improve employee attitudes, performance, and retention, reducing absenteeism, turnover, and...
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Keywords:
Garry Emmons