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  • Web

Faculty - Creating Emerging Markets

Professor of Business Administration Research Interests : customer behavior , customer satisfaction , service management , service operations , service quality Interviews... View Details

    Walter A. Friedman

    Walter A. Friedman is Director of the Business History Initiative and Lecturer.  He edits Business History Review with Geoff Jones. He specializes in business, labor, and economic history. He is author of Fortune Tellers: The Story of America's First... View Details

    Keywords: advertising; automobiles; automotive; electrical equipment; electronics; information technology industry; marketing industry; railroad; retailing; soft drink
    • 10 Apr 2012
    • First Look

    First Look: April 10

    he began to share his insights more widely with family, friends, and students. In this groundbreaking book, Christensen puts forth a series of questions: How can I be sure that I'll find satisfaction in my career? How can I be sure that... View Details
    Keywords: Carmen Nobel

      James L. Heskett

      James L. Heskett is UPS Foundation Professor Emeritus at the Harvard Business School and author of his latest book, With From Within: Build Organizational Culture for Competitive... View Details

        John A. Deighton

        John Deighton is The Harold M. Brierley Professor of Business Administration Emeritus at Harvard Business School. He is an authority on consumer behavior and marketing, with a focus on digital and direct marketing. He teaches in the area of Big Data in Marketing,... View Details

        Keywords: advertising; banking; beverage; communications; computer; consumer products; credit card; e-commerce industry; financial services; grocery; hotels ＆ motels; information technology industry; marketing industry; music; pharmaceuticals; professional services
        • Web

        Finance - Faculty & Research

        and Family Relationships ; Happiness ; Satisfaction ; Balance and Stability ; Human Capital ; Compensation and Benefits ; Economy ; Trends ; Business Model ; New Jersey ; United States Citation Educators Related Cohen, Lauren, and Sophia... View Details
        • September 2011
        • Article

        The Labor Illusion: How Operational Transparency Increases Perceived Value

        By: Ryan W. Buell and Michael I. Norton
        A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
        Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
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        • 05 Sep 2019
        • Working Paper Summaries

        The Value of Intermediation in the Stock Market

        Keywords: by Marco Di Maggio, Mark Egan, and Francesco Franzoni
        • 08 Sep 2022
        • Book

        Gen Xers and Millennials, It’s Time To Lead. Are You Ready?

        will lead to an integrated life. In 2008, as the financial crash worsened, Sally Krawcheck was fired at Citibank for urging the firm to repay customers for defective investments. She stuck to her values and now leads her own online... View Details
        Keywords: by Lane Lambert
        • 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
        Related
        • March 2001 (Revised September 2005)
        • Case

        Ritz-Carlton Hotel Company, The

        By: Sandra J. Sucher and Stacy McManus
        In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity,... View Details
        Keywords: Customer Satisfaction; Innovation and Invention; Leadership; Brands and Branding; Product Launch; Service Operations; Performance Improvement; Problems and Challenges; Quality; Status and Position; Culture; Value Creation; Accommodations Industry; Service Industry
        Related
        • 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
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        • 20 Apr 2021
        • Book

        A Simple Question That Can Guide Companies to Epic Success

        they eschew efforts—even bold, cutting-edge proposals—that are unlikely to generate value for customers, employees, or suppliers. “Companies that raise customer willingness to pay in a distinctive manner attract the very View Details
        Keywords: by Danielle Kost
        • 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
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        • Web

        Impact of the New Medium - Edwin H. Land & Polaroid | Harvard Business School

        the photograph, it is hoped that many of the satisfactions of working in the early arts can be brought to a new group of photographers.” Edwin Land, "One-Step Photography," May 31, 1949 66 On Friday, November 26, 1948, the day after... View Details
        • 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
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        • 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
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        • 09 Oct 2001
        • Research & Ideas

        Driven: How Human Nature Shapes Organizations

        and Nohria examine how an organization built around the four-drive theory might look. The return from your work must be the satisfaction which that work brings you and the world's need of work. With it, life is heaven, or as near heaven... View Details
        Keywords: by Paul Lawrence & Nitin Nohria
        • 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 View Details
        Keywords: by James Heskett
        • October 2016
        • Case

        The Quiet Ascension of LA Fitness

        By: John R. Wells and Gabriel Ellsworth
        In 2016, LA Fitness was the largest chain of non-franchised fitness clubs in North America, operating 676 clubs, serving 4.9 million members, and generating revenues of over $1.9 billion. Founded by Chinyol Yi, Louis Welch, and Paul Norris in 1984, the privately held... View Details
        Keywords: LA Fitness; Health Clubs; Fitness; Gyms; Chain; Exercise; Personal Training; Retention; Bally Total Fitness; 24 Hour Fitness; Planet Fitness; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Demographics; Age; Gender; Income; Residency; Borrowing and Debt; Capital; Capital Structure; Cash; Cash Flow; Cost; Private Equity; Financial Condition; Financial Liquidity; Financing and Loans; Investment Return; Price; Profit; Revenue; Geographic Location; Geographic Scope; Multinational Firms and Management; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Market Entry and Exit; Operations; Service Operations; Leasing; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Mobile Technology; Technology Platform; Health Industry; United States; California; Los Angeles
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