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Show Results For
- All HBS Web
(251)
- News (50)
- Research (180)
- Multimedia (1)
- Faculty Publications (86)
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
of an organization," they continue. "How well a business is able to manage and implement the service delivery process has a direct effect on retention of existing clients, and can have a significant impact on acquiring new business. The result is that View Details
- 06 Aug 2020
- Research & Ideas
Who Will Give You the Best Professional Guidance?
frequency of promotions, employee satisfaction surveys, and external recognition as leaders and contributors. Learn more about how internal coaching and talent and development is evolving inside... View Details
Keywords: by Julia B. Austin
- 12 Mar 2018
- Op-Ed
Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist
shareholder value is created. Every company should start with a clear purpose and set of values that go beyond making money. It is the purpose and values that motivate and unify employees worldwide, not merely a company’s financial goals.... View Details
- 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... View Details
Keywords: 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
Keywords: Sean Silverthorne
- 03 Jun 2015
- What Do You Think?
Is the Time Right for Self-Management?
societies in ancient Australia (Kai Akerberg). Stephens Jr., who loves the idea, said, it does not come without extensive time, cost, and involvement in employee development. "I not only say yes (to the question of whether the time... View Details
- 30 Mar 2020
- Research & Ideas
Readers Ask: I Need Tips for Working at Home
School, studies how location and geographic mobility affect worker productivity and innovation. His research also examines how companies benefit by allowing employees to work remotely. Choudhury answered questions from participants in a... View Details
Keywords: by Kristen Senz
- 01 Oct 2002
- News
Faculty Research Symposium
that she also published in the August 2002 Harvard Business Review. For the time-pressure study, Amabile endeavored to “trap creativity in the wild” by surveying employees at seven companies across three industries. She and her... View Details
- 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... View Details
- 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... View Details
Keywords: Garry Emmons
- 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... View Details
- 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... View Details
- 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
Keywords: by Michael Blanding
- 01 Apr 1997
- News
HBS Conferences Explore Range of Issues
managed to achieve success and satisfaction in both realms. She related how in June 1983, six months pregnant with her first child, she became the Times' highest-ranking woman when the paper named her deputy metropolitan editor. She took... View Details
- 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,... View Details
Keywords: Carmen Nobel
- 01 Dec 2017
- News
Ask the Expert: Human Intelligence
Talla, which leverages AI to resolve low-level IT issues without the need for human support. That doesn’t immediately reduce costs for IT services, but it does drive employee productivity. And if you think about AI-enhanced sales or... View Details
Keywords: April White
- 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... View Details
Keywords: Re: Michael I. Norton
- 20 Mar 2018
- First Look
First Look at New Research and Ideas, March 20, 2018
employees sit through training and attest that they understand the rules, but failing to assess the effectiveness of their compliance programs, or doing so with faulty metrics. The authors explain how we reached this sorry state—and how... View Details
Keywords: 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... View Details
Keywords: Sean Silverthorne