employee satisfaction - Publications - Faculty & Research

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

Keywords: Julia Hanna; Amusement, Gambling, and Recreation Industries; Arts, Entertainment; Accommodation; Hospitality

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

Keywords: by Staff; Health

10 Nov 2008
What Do You Think?

How Much Can You Ask of Your Customers?

contributed benefits other users (as, for example, when a network is enlarged) as well the organization itself (providing lower costs, greater resources at little cost, better customer service, more effective marketing, increased employee... View Details

Keywords: by Jim Heskett

31 Jul 2018
First Look

New Research and Ideas, July 31, 2018

doctor, palliative care specialist, nurse coordinator, clinical pharmacy specialist, and behavioral and social service specialists. The team focuses on the highest-risk patients to see if the new, proactive care model can improve patient, family, and provider View Details

Keywords: Dina Gerdeman

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

Keywords: Roger Thompson; Food Manufacturing; Manufacturing

07 Sep 2021
News

Alumni Perspective: The Morning After 9/11

people.” Twenty years ago, Frances Frei was not the globally revered management guru she has become. This was before she helped transform the culture at HBS to close the performance gap between female and male students, resulting in higher 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

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

Keywords: by Martha Lagace; Retail; Auto

01 Mar 2004
News

Ron Shaich’s Café Society

satisfaction in the food industry. People love coming to Panera Bread — last week we served four million customers! They get what we’re doing. As I travel the country I find it amazing that people come up and thank me. It feels great... View Details

Keywords: Susan Young; Food Services and Drinking Places; Hospitality

01 Jan 2002
News

Orin C. Smith (MBA '67)

close connections between economies and governments around the world. "It isn't sufficient that I try to maximize the company's bottom line," Smith says. "Other constituencies affect our success in the long run." Starbucks employees... View Details

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

Profile

James Reinhart

but it was never unexpected for Reinhart who started his first venture when he was 10 years old. He lined up lawn-mowing customers all over his New Jersey neighborhood and then motivated friends to tend to the lawns. He charged $15 per lawn and paid his View Details

01 Dec 2003
News

Can Manufacturing Keep Its Edge?

order to offset the negative impact of a sagging economy and sharply rising employee benefit costs. Over the course of the past three years, U.S. manufacturing has shed some 2.7 million jobs, with companies marshaling technology and... View Details

Keywords: Julia Hanna; Manufacturing

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

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

10 Mar 2021
News

Next Normal

Edited by Julia Hanna; illustrations by Fabio Consoli One year after the pandemic mandated an abrupt shift to working from home for millions of people, organizations are taking a long, hard look at how and where employees work—and why. In... View Details

01 Oct 2001
News

Q&A: Orin Smith

young consumers. I believe that will be true in our case. How would you describe the Starbucks company culture? It is highly aspirational and very people-oriented. Starbucks gives stock options to all employees (we call them partners); we... View Details

Keywords: Hanna, Julia; Hospitality; Food and Beverage Stores; Retail Trade

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