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  • January–February 2024
  • Article

Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments

By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
Related
  • 25 May 2011
  • HBS Case

QuikTrip’s Investment in Retail Employees Pays Off

year visiting stores and employees and personally responds to any e-mail they send him." All of these factors have made QuikTrip a regular... View Details
Keywords: by Julia Hanna; Retail
  • 18 Jan 2016
  • Research & Ideas

Hazard Warning: The Unacceptable Cost of Toxic Workers

unlocking the data used in the analysis. Among other services, the consulting company advises clients on how to make better hires by tracking personality traits and skills revealed during the hiring process.... View Details
Keywords: by Roberta Holland
  • 08 Oct 2013
  • First Look

First Look: October 8

valuable information. Companies need to invest as much in learning from their start-ups as they do in making and overseeing deals. Publisher's link: http://hbr.org/2013/10/corporate-venturing/ar/1 August 2013 Harvard Business Review The... View Details
Keywords: Sean Silverthorne
  • 19 Dec 2022
  • Research & Ideas

What Motivates People to Give Generously—and Why We Sometimes Don't

I think, rather than asking what type of person is going to give, the more helpful question is to ask what can be done to change the structure of the ask in any particular situation. "They may be looking for excuses not to always say... View Details
Keywords: by Jen McFarland Flint, HBS Alumni Bulletin
  • 18 Jan 2022
  • Research & Ideas

How Eliminating Non-Competes Could Reshape Tech

Second, advanced software algorithms and data-based artificial intelligence algorithms account for increasing amounts of trade secrets in technology. These technologies rely on massive stores of distributed... View Details
Keywords: by Kristen Senz; Technology
  • 17 Apr 2022
  • Book

How to Avoid the 'Ethical Slide' That Leads Companies Astray

opportunity, motivation, and rationalization, and typically can be seen through measures of at least five types of misconduct: abuse, lying to employees, discrimination, health... View Details
Keywords: by Lane Lambert
  • 20 Oct 2015
  • First Look

October 20, 2015

improve the lives of the estimated two billion people who live on less than $2 a day by facilitating more secure, accessible, and reliable ways to store and transfer money than... View Details
Keywords: Sean Silverthorne
  • 28 Feb 2023
  • Research & Ideas

Can Apprenticeships Work in the US? Employers Seeking New Talent Pipelines Take Note

were 19 percent more likely to finish if they had a dedicated supportive supervisor. Some fields work better. Students were also more likely to complete apprenticeships in the financial services and IT industries, as opposed to business... View Details
Keywords: by Michael Blanding
  • 20 Dec 2017
  • Lessons from the Classroom

How to Design a Better Customer Experience

customer’s champion and own the problem. “We landed after a delayed 12-hour flight and learned that our connecting flight was gone. Our expectations were low because we flew on a mileage ticket from American... View Details
Keywords: by Dina Gerdeman; Health; Health
  • 05 May 2015
  • First Look

First Look: May 5

Concealment: The Roots of Dishonest Behavior How Moral Flexibility Constrains Our Moral Compass By: Gino, F. Abstract—Cheating, fraud, deception, uncooperative actions, and many other forms of unethical behavior are among the greatest... View Details
Keywords: Carmen Nobel
  • 25 Sep 2019
  • Research & Ideas

The Economic Cost of Physician Burnout

long run.” About the Author Michael Blanding is a writer based in the Boston area. [Image: iStock] Related Reading How Electronic Patient Records Can Slow Doctor Productivity Clay Christensen on Disrupting Health View Details
Keywords: by Michael Blanding; Health
  • 04 Jun 2020
  • Book

It’s Not About You: Why Leaders Need to Look Outward

And how do I do it with people who are increasingly different from me? And the reason I want to do it with people who are increasingly different from me is that if I get to have a team that is increasingly... View Details
Keywords: by Kristen Senz
  • 05 Mar 2013
  • First Look

First Look: March 5

and Charles C. HuangHarvard Business School Case 311-093 This note reviews the social media firms in health care that help providers and... View Details
Keywords: Sean Silverthorne
  • 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
Related
  • 16 Mar 2020
  • Research & Ideas

How the Coronavirus Is Already Rewriting the Future of Business

worked on by encouraging employees to develop a personal regime: Exercise at home, meditate, and make sure you reach out and talk to people, even if that socialization takes... View Details
Keywords: by Dina Gerdeman
  • 06 Aug 2013
  • First Look

First Look: August 6

https://www.hbs.edu/faculty/Pages/download.aspx?name=norton%20apfelbaum%202013.pdf August 2013 Journal of Personality and Social Psychology The Cheater's High: The Unexpected Affective Benefits of Unethical... View Details
Keywords: Anna Secino
  • 07 Aug 2000
  • Research & Ideas

The Business of Biotech

hired—and receive health insurance? Some would counter that such personal information is, in a sense, already available, pointing to the fact that many companies require physicals for their employees as part... View Details
Keywords: by Julia Hanna; Health; Health; Health
  • 15 Oct 2001
  • Research & Ideas

What You Don’t Know About Making Decisions

But take care not to double count. Go-no-go choices involve only one option and don't qualify as two alternatives. Assumption Testing. "Facts" come in two varieties: those that have been carefully... View Details
Keywords: by David A. Garvin & Michael A. Roberto
  • 03 Jan 2011
  • Research & Ideas

Most Popular Articles of 2010

to Make Careful Decisions? Summing up reader responses, Professor Jim Heskett finds compelling arguments for a process involving intuition based on analysis and experience. Should people also make their own... View Details
Keywords: by Staff

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