Filter Results:
(274)
Show Results For
- All HBS Web (1,259)
- Faculty Publications (298)
Show Results For
- All HBS Web (1,259)
- Faculty Publications (298)
Page 1 of 274
Results →
Sort by
- 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,... View Details
Keywords: 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,"... View Details
- 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... View Details
- 02 Apr 2018
- News
Fighting Over Chores? Spend Some Money, Save the Marriage
- 01 Mar 2018
- News
New Marketplace Survey: Payers and Providers Remain Far Apart
- 05 Nov 2021
- News
The ‘Empathy Advantage’ of Great Women Leaders
- 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 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... View Details
- 01 Jun 2023
- News
Curb Appeal
Jessica Tisch (JD/MBA 2008) has a problem. And she couldn’t be happier about it. It’s a chilly February morning in Lower Manhattan, and Tisch, who was appointed commissioner of the Department of Sanitation (DSNY) last April, has only hours to pivot the world’s largest... View Details
- 01 Dec 2023
- News
In My Humble Opinion: Plugged In
service to others. In the intensely competitive world I live in now, that’s good grounding to have.” Why VC is so much fun: “The entrepreneurial energy is irresistible. Working with startups, and investing in smart people with boundless... View Details
Keywords: Deborah Blagg
- 01 Mar 2024
- News
Vital Signs
rates of burnout among this population to triple. That kind of churn has had far-ranging, systemic effects and has been linked to everything from reduced quality of care to substantial costs for the system. Underlying that problem is the... View Details
- 01 Sep 2023
- News
That Was Then, This Is Now
long enough to learn the lessons of this life. Heidi Brooks (MBA 2003) COO, National Institute for Children’s Health Quality Be happy. Eat mangoes. Pursue my passions. Sing in the stairwell. Laugh like a hyena. Open my heart to love.... View Details
- 01 Jun 2013
- News
Building a Better Brazil
educational platform. The gift was made through the Lemann Foundation, a nonprofit organization Lemann and his family created in 2002 to enhance the quality of public education in Brazil. "Investing in innovation to promote large-scale... View Details
- 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... View Details
Keywords: Management
- 18 Jan 2018
- News
The Lessons of All-Day Breakfast
tend to have a really nice quality perception, it also helped improve our overall quality scores. So, it really was the trifecta in terms of overall performance. Morrell: So this pilot process begins in the... View Details
- 01 Sep 2023
- News
Made in Italy
focused on the past, present, and future of capitalism and the iconic brands that have established the “Made in Italy” label as an international symbol of quality and luxury. The School’s elective IFCs bring second-year students... View Details
Keywords: April White
- 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... View Details
Keywords: Nancy O. Perry
- 01 Sep 2023
- News
Global Outposts Expand HBS’s Intellectual Footprint
an Omnipresent Financial Services Firm” with center researcher Rachna Tahilyani to examine the challenges bricks-and-mortar firm Bajaj Finance—India’s largest consumer finance company—was facing as it considered entering the digital... View Details
Keywords: Jennifer Gillespie