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    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
    • Article

    Association of the Meaningful Use Electronic Health Record Incentive Program with Health Information Technology Venture Capital Funding

    By: Samuel Lite, William J. Gordon and Ariel Dora Stern
    IMPORTANCE
    Although the Health Information Technology for Economic and Clinical Health (HITECH) Act has accelerated electronic health record (EHR) adoption since its passage, clinician satisfaction with EHRs remains low, and the association of HITECH with... View Details
    Keywords: Health Care and Treatment; Information Technology; Laws and Statutes; Innovation and Invention; Entrepreneurship; Venture Capital
    Related
    • 24 Jun 2002
    • Research & Ideas

    Four Keys of Enduring Success: How High Achievers Win

    may not be the same, he said. Satisfaction can turn into pride and pride into hubris. "This is fundamentally the story of every Greek tragedy that exists." What Is Success? Stevenson and Nash believe success is a state of being.... View Details
    Keywords: by Martha Lagace

      Gerald Zaltman

      *Joined Harvard Faculty: 1991
      Prior Faculty Appointments: Northwestern University, 1968-75;
      University of Pittsburgh, 1975-91

      *Doctoral Degree in Sociology Received from: The John Hopkins University;
      MBA Degree Received from: The University of... View Details

      Keywords: advertising; apparel; automotive; beverage; biotechnology; consumer products; entertainment; financial services; food; health care; marketing industry; pharmaceuticals; retailing; sports; telecommunications
      • Web

      Faculty - Creating Emerging Markets

      Professor of Business Administration Research Interests : customer behavior , customer satisfaction , service management , service operations , service quality Interviews Prithvi Raj Singh Oberoi Prithwiraj Choudhury Lumry Family... View Details
      • 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
      • 08 Sep 2022
      • Book

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

      produced a wave of ignition-switch failures. Barra—a 41-year GM employee—confirmed the criticisms at a Congressional committee hearing and then ordered what became 30 million recalls. She went on to cultivate a “bottom-up” leadership ethos. The hardest lesson: inner... View Details
      Keywords: by Lane Lambert
      • 13 Feb 2020
      • Book

      Open Your Organization to Honest Conversations

      of discussions, business leaders got serious about addressing the problems, and the reorganization that resulted energized the staff and led to a dramatic turnaround in performance. “We lost a lot of employee satisfaction and commitment... View Details
      Keywords: by Dina Gerdeman
      • January 2010 (Revised August 2011)
      • Case

      United Breaks Guitars

      By: John A. Deighton and Leora Kornfeld
      When social media propagate a complaint about poor customer service, an international media event ensues. How do viral videos spread and what can firms do about them? This case dissects an incident in which a disgruntled customer used YouTube and Twitter to spread a... View Details
      Keywords: Communication Technology; Customer Satisfaction; Marketing Communications; Marketing Strategy; Consumer Behavior; Network Effects; Service Delivery; Social and Collaborative Networks; Internet; Air Transportation Industry
      Related
      • 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

        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
        • January 1996
        • Background Note

        The Motivation for Creativity in Organizations

        By: Teresa M. Amabile
        People will be most creative when they feel motivated primarily by the interest, enjoyment, satisfaction, and challenge of the work itself--when they are driven by a deep involvement in their work and a passion for it. This note describes the ways in which creativity... View Details
        Keywords: Compensation and Benefits; Managerial Roles; Organizations; Creativity; Motivation and Incentives; Satisfaction
        Related
        • Research Summary

        Emotional Experience, Expression, and Regulation

        By: Alison Wood Brooks

        Once considered irrational, emotions often exert a more profound influence on decision-making and workplace outcomes than logic or reason. Professor Brooks studies emotional experience, emotional expression, and how individuals can regulate their emotions... View Details

        • 2014
        • Other Teaching and Training Material

        Marketing Reading: Brand Positioning

        By: Jill Avery and Sunil Gupta
        This Reading addresses the principles of brand positioning and demonstrates how companies can strategically craft powerful, resonant, and unique brand positions to help products stand out amidst the cacophony of the marketplace. Strategic brand positioning provides... View Details
        Keywords: Brand Positioning; Branding; Consumer Research; Defensive Strategies; Market Positioning; Marketing; Product Differentiation; Product Positioning; Strategic Positioning; Value Proposition; Customer Relationship Management; Organizational Structure; Customer Satisfaction; Brands and Branding
        Related
        • 17 Jul 2023
        • Blog Post

        Sustainability Career Advice from the Career & Professional Development Office

        you have for students grappling with this choice? My first piece of advice is to work with a CPD career coach to gain clarity on your career and life criteria. What are the tasks that you want to be doing on a day-to-day basis that will bring you View Details
        • September 2010 (Revised February 2011)
        • Case

        Red Lobster

        By: David E. Bell and Jason Riis
        Red Lobster, a 40-year-old chain of seafood restaurants, has just completed some market research revealing an opportunity to shift its target customer segment. The chain is in the final stages of a 10-year plan of rejuvenation under CEO Kim Lopdrup. When he took over... View Details
        Keywords: Advertising; Customer Satisfaction; Marketing Strategy; Consumer Behavior; Research; Segmentation; Food and Beverage Industry
        Related
        • 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
        Related
        • Web

        Systems Integration - Institute For Strategy And Competitiveness

        providers and specialists. The ultimate bottom line of a successful regional expansion is that the right care is provided in the right location with the right group of providers. When that happens, value is achieved and patient View Details

          PRESENCE

          New York Times bestseller, Wall Street Journal bestseller, Washington Post bestseller, Chicago Tribune bestseller, Publishers Weekly bestseller, USA Today bestseller, Amazon "Best Books of December" pick and... View Details

          • 13 Mar 2023
          • Research & Ideas

          The Power of Personal Connections: How Shared Experiences Boost Performance

          percentage points higher in patient satisfaction surveys than specialists with whom the primary care doctor didn’t train, finds new research published in JAMA Internal Medicine. PCPs and specialists who spent their early years together... View Details
          Keywords: by Rachel Layne; Health