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- All HBS Web
(859)
- People (1)
- News (178)
- Research (542)
- Events (3)
- Multimedia (3)
- Faculty Publications (389)
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- 20 Apr 2021
- Book
A Simple Question That Can Guide Companies to Epic Success
satisfaction that she derives from work. The idea is simple. If compensation were set exactly at WTS, she would be indifferent between work and her next best opportunity—perhaps another job, perhaps leisure. If the firm pays more than... View Details
Keywords: by Danielle Kost
- 30 Jul 2001
- What Do You Think?
What’s the Future of Corporate Governance?
response to last month's column suggests both a conclusion and a question: It will be different, but will it be more effective? First, the differences. Corporate governance in the future will, according to Devdip Ganguli, reflect an increasing emphasis on customer... View Details
Keywords: by James Heskett
- September 2017 (Revised November 2018)
- Case
Marriott International: The Next 90 Years
By: Chiara Farronato and Gary Pisano
The case examines how Marriott should respond to the potential threats from new home-sharing platforms and the rise of online travel agencies. In 2017 Marriott was the largest hotel chain, with more than one million rooms and 7% of worldwide room supply. In the... View Details
Keywords: Airbnb; Competitiveness; Threats; Disruption; Lodging Industry; Long-term Growth; Loyalty Program; Marriot; Online Platforms; Online Travel Agencies; Digital Platforms; Disruptive Innovation; Competitive Strategy; Competition; Customer Focus and Relationships; Customer Satisfaction; Internet and the Web; Tourism Industry; Travel Industry; Accommodations Industry
Farronato, Chiara, and Gary Pisano. "Marriott International: The Next 90 Years." Harvard Business School Case 618-017, September 2017. (Revised November 2018.)
- 22 Apr 2002
- Research & Ideas
Does Spirituality Drive Success?
Executives from a wide range of industries trooped to Harvard Business School to discuss how their spirituality helps them be powerful leaders. The stories emerged from three panel sessions at the Möbius Leadership Forum, held April 11-12. The conference explored... View Details
- 11 Jul 2019
- Sharpening Your Skills
Deconstructing 'Customer Experience'
Legendary Harvard Business School marketing professor Theodore Levitt warned his students and industry executives against “marketing myopia”—that is, adopting an insular marketing approach where the business puts its own needs ahead of the customers’. Over the last... View Details
- 05 Sep 2019
- Working Paper Summaries
The Value of Intermediation in the Stock Market
- July 2020 (Revised November 2020)
- Case
Pricing at Netflix
By: Elie Ofek, Marco Bertini, Oded Koenigsberg and Amy Klopfenstein
Since its launch in 1998 as “the Amazon.com of DVDs,” Netflix had evolved from a DVD rental company to a video streaming platform and producer of original films and television shows. As the company matured, it regularly increased prices and adjusted its product... View Details
Keywords: Pricing; Marketing; Marketing Strategy; Entertainment; Film Entertainment; Television Entertainment; Finance; Price; Strategy; Competition; Competitive Strategy; Business Strategy; Adaptation; Information Technology; Internet and the Web; Digital Platforms; Customers; Customer Satisfaction; Customer Value and Value Chain; Entertainment and Recreation Industry; North and Central America; United States
Ofek, Elie, Marco Bertini, Oded Koenigsberg, and Amy Klopfenstein. "Pricing at Netflix." Harvard Business School Case 521-004, July 2020. (Revised November 2020.)
- 30 Jan 2020
- Research & Ideas
The Upside of Highlighting a Product's Downsides
When booking an international flight, the choice often comes down to “expensive but direct” or “cheap with connections.” But what if an airline warned customers that the direct flight was frequently delayed? Would customers appreciate knowing that they might spend more... View Details
Keywords: by Danielle Kost
- 30 Jun 2014
- Lessons from the Classroom
The Role of Emotions in Effective Negotiations
intuitive about the process” Emotions such as satisfaction and elation can be quite rare in negotiation, says Andy Wasynczuk, MBA Class of 1953 Senior Lecturer of Business Administration at Harvard Business School. His new teaching note,... View Details
- September 2011 (Revised February 2013)
- Case
Cleveland Clinic: Improving the Patient Experience
By: Ananth Raman and Anita L. Tucker
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Performance Improvement; Service Delivery; Value Creation; Personal Characteristics; Human Needs
Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, September 2011. (Revised February 2013.)
- 01 Apr 2013
- Research & Ideas
First Minutes are Critical in New-Employee Orientation
turnover was 26.7 percent higher in the organizational identity condition than in the individual identity condition. Additionally, employees in the individual identity group had garnered higher customer satisfaction scores during the... View Details
- August 2019 (Revised August 2024)
- Case
The Walt Disney Company: Theme Parks
By: Rory McDonald, Allison Mnookin and Iuliana Mogosanu
As he seeks to place the division he leads on a firm footing for the future, Tom Staggs, chairman of Walt Disney Parks and Resorts, is considering a range of investments designed either to upgrade the guest experience in the company’s existing parks or to expand access... View Details
Keywords: Entertainment; Investment; Expansion; Decision Making; Customer Satisfaction; Entertainment and Recreation Industry
McDonald, Rory, Allison Mnookin, and Iuliana Mogosanu. "The Walt Disney Company: Theme Parks." Harvard Business School Case 620-039, August 2019. (Revised August 2024.)
- November 2010 (Revised April 2011)
- Case
Aman Resorts
By: Eugene Soltes and Aldo Sesia
This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details
Keywords: Business Model; Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Employees; Service Delivery; Business Strategy; Accommodations Industry
Soltes, Eugene, and Aldo Sesia. "Aman Resorts." Harvard Business School Case 111-012, November 2010. (Revised April 2011.) (request a courtesy copy.)
- 13 Aug 2021
- Research & Ideas
Managers, Here’s How to Bond with New Hires Remotely
significantly improve the performance and satisfaction of workers and boost the chances of hiring them permanently, according to the results of the study by Harvard Business School professors Iavor I. Bojinov and Prithwiraj Choudhury and... View Details
Keywords: by Lane Lambert
- 10 Mar 2021
- Research & Ideas
Key to Doing Your Best at Work? Be Yourself
John, the charismatic chief marketing officer of Netflix (once described by Buzzfeed as the “coolest” person to ever go onstage at an Apple event). Research shows being true to who you are leads to greater professional performance and personal View Details
Keywords: by Christina Pazzanese, Harvard Gazette
- Article
Is Life Nasty, Brutish, and Short? Philosophies of Life and Well-Being
By: Michael I. Norton, Lalin Anik, Lara B. Aknin and Elizabeth W. Dunn
Three studies examine the extent to which laypeople endorse Thomas Hobbes' (1651) view of life as "nasty, brutish, and short" and explore the relationships between this philosophy and well-being. We asked participants to answer two binary choice questions: Is life... View Details
Norton, Michael I., Lalin Anik, Lara B. Aknin, and Elizabeth W. Dunn. "Is Life Nasty, Brutish, and Short? Philosophies of Life and Well-Being." Social Psychological & Personality Science 2, no. 6 (November 2011): 570–575.
- 04 Oct 2022
- What Do You Think?
Have Managers Underestimated the Need for Face-to-Face Contact?
the supply-demand ratio for talent? Will the need for recognition and advancement on the job lure people back to the office? Or have the attractions of working at home changed the job satisfaction equation permanently? Just as important... View Details
Keywords: by James Heskett
- August 2022 (Revised June 2024)
- Exercise
How Should Netflix Add an Ad-Supported Tier?
By: Elie Ofek and Olivier Toubia
In the summer of 2022, it became clear that Netflix would introduce an ad-supported tier alongside its existing subscription plans in the near future. Speculation abounded as to the details of the new tier: How many minutes of advertising would it include? What picture... View Details
Keywords: Pricing; Television Industry; Price; Marketing Strategy; Digital Platforms; Customer Value and Value Chain; Competitive Strategy; Customer Satisfaction; Entertainment and Recreation Industry
Ofek, Elie, and Olivier Toubia. "How Should Netflix Add an Ad-Supported Tier?" Harvard Business School Exercise 523-033, August 2022. (Revised June 2024.)
- Article
Putting the 'Relationship' Back into CRM
By: Susan Fournier and Jill Avery
Many managers think that the way to capture value through relationship marketing is to focus on the 'good' customers and get rid of the 'bad' ones. But there is a lot more to best practice relationship management than maximizing revenues on individual customers and... View Details
Keywords: Marketing; CRM; Customer Relationship Management; Brand Building; Brand Management; Customer Lifetime Value; Customer Focus and Relationships; Customer Satisfaction; Marketing Strategy; Brands and Branding; Consumer Products Industry
Fournier, Susan, and Jill Avery. "Putting the 'Relationship' Back into CRM." MIT Sloan Management Review 52, no. 3 (Spring 2011): 63–72.
- 07 May 2020
- Research & Ideas
The One Good Thing Caused by COVID-19: Innovation
corporations, innovative and creative risk-mitigating technologies can potentially lead to better customer experience and employee satisfaction both now and in the future. As the world emerges from the crisis, employees will find new ways... View Details
Keywords: by Hong Luo and Alberto Galasso