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  • January 2015 (Revised March 2015)
  • Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India
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  • 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
  • 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
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  • July 2008 (Revised July 2020)
  • Case

Managing a Global Team: Greg James at Sun Microsystems, Inc. (A)

By: Tsedal Neeley and Thomas J. DeLong
Greg James, a global manager at Sun Microsystems, Inc., sets out to meet with his entire 43-member customer implementation team spread across India, France, the United Arab Emirates, and the United States of America to resolve a dire customer system outage as required... View Details
Keywords: Groups and Teams; Global Range; Management; Customer Satisfaction; Service Delivery; Crisis Management; Conflict and Resolution; Technology Industry; India; United Arab Emirates; France; United States
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  • 06 Sep 2022
  • Research & Ideas

Does Hybrid Work Actually Work? Insights from 30,000 Emails

eight days during the study period. Hybrid workers spent nine to 14 days at the office, and the mostly in-office cohort worked more than 15 days in the office. Employees completed surveys that assessed their sense of satisfaction with... View Details
Keywords: by Ben Rand

    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

    • Web

    Becoming a Board Member - Alumni

    shareholder and stakeholder satisfaction Commitment to the mission (nonprofit board) View our Board Bio Template. Find a Career Coach Does your board bio need a refresh? HBS alumni receive six complementary career coaching sessions a... View Details
    • 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
    • 28 Feb 2022
    • Research & Ideas

    How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

    terms of business outcomes, they're not developing the best customer relationships they could.” Companies that fix disparities in their service delivery are likely to boost customer satisfaction and loyalty, say Feldberg and Kim in the... View Details
    Keywords: by Pamela Reynolds

      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
      • 01 Jun 2000
      • News

      Going Public: Margaret M. Crotty

      world. Her dream is to lead a global organization -- like Save the Children -- that "makes an impact on people all over the world." There is no substitute, she says, for the satisfaction of helping others. "The capacity that people have... View Details
      Keywords: Susan Young
      • 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
      • 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 Ramon Casadesus-Masanell Herman C.... View Details
      • 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
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      • 01 Dec 2023
      • News

      Happier-ness at Work

      explore the connection between job satisfaction and life satisfaction, and how to increase both. Excerpt The third pillar for building a happier life is meaningful work. Hundreds of studies have shown that job View Details
      Keywords: Publishing Industries (except Internet); Information
      • 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
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        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
        • 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
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        • 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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        • 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