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  • 12 Jun 2012
  • First Look

First Look: June 12

seek and how firms could deliver it. The result can be new revenue, increased customer satisfaction and loyalty, positive word of mouth, and cost savings. The multiyear process to price the 8 million tickets to the upcoming London 2012... View Details
Keywords: Sean Silverthorne
  • 12 Feb 2018
  • Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

Nobody likes being last. We avoid picking the cheapest wine on the menu or the final donut in the box. “And we hate being picked last in gym class,” says Harvard Business School professor Ryan Buell. “Humans are very social creatures, and we are driven to compare... View Details
Keywords: by Michael Blanding; Retail; Service
  • 06 Jun 2011
  • Research & Ideas

Why Leaders Lose Their Way

and introspection because many people get into leadership roles in response to their ego needs. It enables them to transition from seeking external gratification to finding internal satisfaction by making meaningful contributions through... View Details
Keywords: by Bill George

    Rajiv Lal

    Rajiv Lal, is the Stanley Roth, Sr. Professor of Retailing at Harvard Business School. He is currently teaching an elective MBA course on the Business of Smart Connected Products/IOT. He has been responsible for the retailing curriculum and has served as the course... View Details

    • February 2020
    • Technical Note

    Talent Management and the Future of Work

    By: William R. Kerr and Gorick Ng
    The nature of work is changing—and it is changing rapidly. Few days go by without industry giants such as Amazon and AT&T announcing plans to invest billions of dollars towards retraining nearly half of their respective workforces for jobs of the future. What changes... View Details
    Keywords: Human Resource Management; Human Capital Development; Human Resource Practices; Talent; Talent Acquisition; Talent Development; Talent Development And Retention; Talent Management; Talent Retention; Labor Flows; Labor Management; Labor Market; Strategy Development; Strategy Management; Strategy Execution; Strategy And Execution; Strategic Change; Transformations; Organization; Organization Alignment; Organization Design; Organizational Adaptation; Organizational Effectiveness; Management Challenges; Management Of Business And Political Risk; Change Leadership; Future Of Work; Future; Skills Gap; Skills Development; Skills; Offshoring And Outsourcing; Investment; Capital Allocation; Work; Work Culture; Work Force Management; Work/life Balance; Work/family Balance; Work-family Boundary Management; Workers; Worker Productivity; Worker Performance; Work Engagement; Work Environment; Work Environments; Productivity; Organization Culture; Soft Skills; Technology Management; Technological Change; Technological Change: Choices And Consequences; Technology Diffusion; Disruptive Technology; Global Business; Global; Workplace; Workplace Context; Workplace Culture; Workplace Wellness; Collaboration; Competencies; Productivity Gains; Digital; Digital Transition; Competitive Dynamics; Competitiveness; Competitive Strategy; Data Analytics; Data; Data Management; Data Strategy; Data Protection; Aging Society; Diversity; Diversity Management; Millennials; Communication Complexity; Communication Technologies; International Business; Work Sharing; Global Competitiveness; Global Corporate Cultures; Intellectual Property; Intellectual Property Management; Intellectual Property Protection; Intellectual Capital And Property Issues; Globalization Of Supply Chain; Inequality; Recruiting; Hiring; Hiring Of Employees; Training; Job Cuts And Outsourcing; Job Performance; Job Search; Job Design; Job Satisfaction; Jobs; Employee Engagement; Employee Attitude; Employee Benefits; Employee Compensation; Employee Fairness; Employee Relationship Management; Employee Retention; Employee Selection; Employee Motivation; Employee Feedback; Employee Coordination; Employee Performance Management; Employee Socialization; Process Improvement; Application Performance Management; Stigma; Institutional Change; Candidates; Digital Enterprise; Cultural Adaptation; Cultural Change; Cultural Diversity; Cultural Context; Cultural Strategies; Cultural Psychology; Cultural Reform; Performance; Performance Effectiveness; Performance Management; Performance Evaluation; Performance Appraisal; Performance Feedback; Performance Measurement; Performance Metrics; Performance Measures; Performance Efficiency; Efficiency; Performance Analysis; Performance Appraisals; Performance Improvement; Automation; Artificial Intelligence; Technology Companies; Managerial Processes; Skilled Migration; Assessment; Human Resources; Management; Human Capital; Talent and Talent Management; Retention; Demographics; Labor; Strategy; Change; Change Management; Transformation; Organizational Change and Adaptation; Organizational Culture; Working Conditions; Information Technology; Technology Adoption; Disruption; Economy; Competition; Globalization; AI and Machine Learning; Digital Transformation
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    • 02 Jun 2022
    • Research & Ideas

    Blissful Thinking: When It Comes to Finding Happiness, 'Your Dreams Are Liars'

    at all, they make a lot of mistakes. The biggest mistake that they make, for example, is believing that they’ll actually find satisfaction through money, power, and fame. Sooner or later, they become a success addict. If you’re an... View Details
    Keywords: by Dan Morrell
    • 10 Jan 2024
    • Research & Ideas

    Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

    If you’ve recently ordered food or coffee on an app, you’re probably familiar with the prompt to tip your barista, delivery driver, or sandwich maker. Or even more commonly, when ordering at a casual dining counter, you’ve been asked to leave a tip on the screen used... View Details
    Keywords: by Anna Lamb, Harvard Gazette
    • 07 Jul 2021
    • Book

    Good News for Disgraced Companies: You Can Regain Trust

    When Facebook failed to protect the privacy of 87 million people whose data was harvested without their consent in 2015, the company not only circumvented data privacy regulations, it breached the public’s trust. And by failing to seriously reckon with the ensuing wave... View Details
    Keywords: by Lane Lambert
    • November 2015 (Revised January 2017)
    • Case

    Uber: Changing the Way the World Moves

    By: Youngme Moon
    In 2015, Uber is building what may be the largest point-to-point transportation network of its kind; it is literally changing the way the world moves. But unlike traditional transportation logistics companies like FedEx, Uber has an incredibly lightweight... View Details
    Keywords: Service; Innovation; Pricing; Customer Loyalty; Uber; Taxi; Sharing Economy; On-demand Economy; Marketing; Operations; Strategy; Disruption; Customer Satisfaction; Transportation; Consumer Behavior
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    • August 2019
    • Article

    When and How to Diversify—A Multicategory Utility Model for Personalized Content Recommendation

    By: Yicheng Song, Nachiketa Sahoo and Elie Ofek
    Sometimes we desire change, a break from the same or an opportunity to fulfill different aspects of our needs. Noting that consumers seek variety, several approaches have been developed to diversify items recommended by personalized recommender systems. However,... View Details
    Keywords: Recommender Systems; Personalization; Recommendation Diversity; Variety Seeking; Collaborative Filtering; Consumer Utility Models; Digital Media; Clickstream Analysis; Learning-to-rank; Consumer Behavior; Media; Customization and Personalization; Strategy; Mathematical Methods
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    • 24 Jul 2000
    • Research & Ideas

    Value Maximization and Stakeholder Theory

    constituency can be given full satisfaction if the firm is to flourish and survive. Moreover, we can be sure, externalities and monopoly power aside, that using this value criterion will result in making society as well off as it can be.... View Details
    Keywords: by Michael C. Jensen
    • July 2003 (Revised October 2018)
    • Case

    Starbucks: Delivering Customer Service

    By: Youngme Moon and John Quelch
    Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details
    Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry
    Related
    • Research Summary

    Overview

    Grant uses a combination of laboratory and field experiments to harness consumers' cognitive and affective resources to increase their well-being. Consumers make countless daily decisions in the pursuit of happiness -- whether and how to spend or save their money, what... View Details
    • 29 Nov 2010
    • HBS Case

    United Breaks Guitars

    Tweets are in the air we breathe. Most of us know that "friend" can also be a verb. Social media are part of the public discourse now, whether or not we're active users of them. A new case coauthored by HBS marketing professor John Deighton and research... View Details
    Keywords: by Julia Hanna
    • Web

    Technology & Innovation - Faculty & Research

    expanding the team or should it rely on its distributors to provide post-sale customer support? Distributors were responsible for half of sales, but outsourcing customer engagement and support could put customer satisfaction and TagHive’s... View Details
    • Web

    Finance - Faculty & Research

    on its distributors to provide post-sale customer support? Distributors were responsible for half of sales, but outsourcing customer engagement and support could put customer satisfaction and TagHive’s reputation at risk. Keywords:... View Details
    • Web

    Topics - HBS Working Knowledge

    Satisfaction (23) Customer Value and Value Chain (12) Customers (104) Customization and Personalization (3) Debt Securities (1) Decision Choices and Conditions (43) Decision Making (240) Decisions (10) Demand and Consumers (223)... View Details
    • 21 Sep 2022
    • Research & Ideas

    You Don’t Have to Quit Your Job to Find More Meaning in Life

    It’s a philosophical debate as old as time: What is the secret to leading a meaningful life? For many, the question gained new urgency after years of social distancing and upheaval during the COVID-19 pandemic. After surviving a public health threat that has killed... View Details
    Keywords: by Shalene Gupta
    • November 2019
    • Article

    A Review of Bundled Payments in Total Joint Replacement

    By: Olivia Manickas-Hill, Kevin J. Bozic and Thomas W. Feeley
    The Bundled Payments for Care Improvement (BPCI) initiative, developed by the U.S. Center for Medicare & Medicaid Innovation, aims to reduce health care expenditures while maintaining or improving patient outcomes.
    Several published reports evaluating the impact... View Details
    Keywords: Bundled Payments; Health Care and Treatment; Cost Management
    Related
    • 20 Dec 2017
    • Lessons from the Classroom

    How to Design a Better Customer Experience

    adventure. The newly configured machines transformed children from distraught to happy, leading to a pleasant ripple effect: collective relief among parents, a sharp reduction in sedations, and satisfaction scores that jumped by 90... View Details
    Keywords: by Dina Gerdeman; Health; Entertainment & Recreation