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Show Results For

  • All HBS Web  (838)
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    • News  (178)
    • Research  (546)
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← Page 16 of 838 Results →
  • 18 Mar 2019
  • Research & Ideas

Stuck in Commuter Hell? You Can Still Be Productive

Workers commute an average 38 minutes each way between home and work—a trip that can feel like a dreadful chore before the workday even begins. In fact, long commutes lower job satisfaction and increase employee turnover. Now, recent... View Details
Keywords: by Dina Gerdeman
  • 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

    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

    • 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
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    Bell, David E., and Jason Riis. "Red Lobster." Harvard Business School Case 511-052, September 2010. (Revised February 2011.)
    • 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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    Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
    • March 2016 (Revised May 2018)
    • Case

    Reinventing Best Buy

    By: John R. Wells and Gabriel Ellsworth
    On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales. These results were in marked contrast... View Details
    Keywords: Best Buy; Hubert Joly; Renew Blue; Showrooming; Webrooming; E-commerce; E-Commerce Strategy; Online Retail; Multichannel Retailing; Omnichannel; Marketplaces; Turnaround; Consumer Electronics; Consumer Electronics Accessories; Appliances; Stores-within-stores; Store Experience; Store Size; Store Pickup; Store Management; Delivery; Delivery Models; Amazon; Amazon.com; Pricing Strategy; Business Subsidiaries; Business Units; Business Growth and Maturation; Business Model; For-Profit Firms; Customer Focus and Relationships; Customer Satisfaction; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Theater Entertainment; Price; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Business History; Cost; Selection and Staffing; Reports; Technological Innovation; Job Cuts and Outsourcing; Human Capital; Leading Change; Business or Company Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Management Teams; Brands and Branding; Product Marketing; Consumer Behavior; Demand and Consumers; Media; Distribution; Order Taking and Fulfillment; Distribution Channels; Infrastructure; Product; Service Delivery; Service Operations; Organizational Change and Adaptation; Public Ownership; Problems and Challenges; Programs; Groups and Teams; Sales; Salesforce Management; Strategy; Adaptation; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Information Technology; Information Infrastructure; Information Technology; Internet and the Web; Mobile and Wireless Technology; Internet and the Web; Applications and Software; Internet and the Web; Mobile and Wireless Technology; Resource Allocation; Computer Industry; Electronics Industry; Entertainment and Recreation Industry; Information Technology Industry; Retail Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; United States; Minnesota; Minneapolis; Saint Paul; St. Paul
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    Wells, John R., and Gabriel Ellsworth. "Reinventing Best Buy." Harvard Business School Case 716-455, March 2016. (Revised May 2018.)
    • 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
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    Deighton, John A., and Leora Kornfeld. "United Breaks Guitars." Harvard Business School Case 510-057, January 2010. (Revised August 2011.) (request a courtesy copy.)
    • Research Summary

    Understanding Customers

    In conventional business case studies, protagonists almost never have the option of stepping back to seek a new understanding of the customer. But to be effective in practice, managers need both the self-assurance and ability to initiate and pursue, with rigor and... View Details
    • 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
    • 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
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    Sucher, Sandra J., and Stacy McManus. "Ritz-Carlton Hotel Company, The." Harvard Business School Case 601-163, March 2001. (Revised September 2005.)
    • 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
    • January–February 2023
    • Article

    Rethink Your Employee Value Proposition: Offer Your People More Than Just Flexibility

    By: Mark Mortensen and Amy C. Edmondson
    A lot of leaders believe that the formula for attracting and keeping talent is simple: Just ask people what they want and give it to them. The problem is, that approach tends to address only the material aspects of jobs that are top of employees’ minds at the moment,... View Details
    Keywords: Compensation and Benefits; Retention; Recruitment; Mission and Purpose; Organizational Culture; Satisfaction
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    Mortensen, Mark, and Amy C. Edmondson. "Rethink Your Employee Value Proposition: Offer Your People More Than Just Flexibility." Harvard Business Review 101, no. 1 (January–February 2023): 45–49.
    • 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
    • August 2022 (Revised October 2023)
    • Case

    Bajaj Finance: Building an Omnipresent Financial Services Firm

    By: Das Narayandas and Rachna Tahilyani
    Bajaj Finance, India’s largest consumer finance firm with $20.9 billion of assets across 50.5 million customers, is on a journey to transform itself from a traditional firm that sells loans and other financial products through brick-and-mortar outlets to an omnipresent... View Details
    Keywords: Financial Institutions; Transformation; Financial Instruments; Customer Satisfaction; Internet and the Web; Customer Focus and Relationships; India
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    Narayandas, Das, and Rachna Tahilyani. "Bajaj Finance: Building an Omnipresent Financial Services Firm." Harvard Business School Case 523-040, August 2022. (Revised October 2023.)
    • 30 Jun 2014
    • Lessons from the Classroom

    The Role of Emotions in Effective Negotiations

    intuitive about the process” Emotions such as satisfaction and elation can be quite rare in negotiation, says Andy Wasynczuk, MBA Class of 1953 Senior Lecturer of Business Administration at Harvard Business School. His new teaching note,... View Details
    Keywords: by Michael Blanding; Entertainment & Recreation; Sports
    • 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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    Wells, John R., and Gabriel Ellsworth. "The Quiet Ascension of LA Fitness." Harvard Business School Case 717-424, October 2016.
    • May 2022
    • Case

    Maestro Pizza: Coming in Hot!

    By: Ramon Casadesus-Masanell and Fares Khrais
    Maestro Pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza at affordable prices. The business grew rapidly and under the radar at first, but soon enough caught the attention of... View Details
    Keywords: Competitive Strategy; Competitive Advantage; Competition; Market Entry and Exit; Emerging Markets; Business Startups; Corporate Entrepreneurship; Product Positioning; Disruption; Disruptive Innovation; Advertising; Advertising Campaigns; Social Media; Forecasting and Prediction; Crisis Management; Growth and Development Strategy; Brands and Branding; Product Development; Production; Service Delivery; Business Growth and Maturation; Financial Statements; Cost Management; Analysis; Quality; Performance Consistency; Customer Satisfaction; Profit; Family Ownership; Food and Beverage Industry; Middle East; Saudi Arabia
    Citation
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    Casadesus-Masanell, Ramon, and Fares Khrais. "Maestro Pizza: Coming in Hot!" Harvard Business School Case 722-399, May 2022.
    • October 2013
    • Article

    The Cheater's High: The Unexpected Affective Benefits of Unethical Behavior

    By: N. E. Ruedy, C. Moore, F. Gino and M. Schweitzer
    Many theories of moral behavior assume that unethical behavior triggers negative affect. In this paper, we challenge this assumption and demonstrate that unethical behavior can trigger positive affect, which we term a "cheater's high." Across six studies, we find that... View Details
    Keywords: Moral Sensibility; Behavior; Satisfaction; Decision Making
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    Ruedy, N. E., C. Moore, F. Gino, and M. Schweitzer. "The Cheater's High: The Unexpected Affective Benefits of Unethical Behavior." Journal of Personality and Social Psychology 105, no. 4 (October 2013): 531–548.
    • March–April 2019
    • Article

    Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees

    By: Ryan W. Buell
    Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the... View Details
    Keywords: Operational Transparency; Customers; Services; Operations; Customer Focus and Relationships; Employees; Customer Satisfaction; Behavior; Service Industry
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    Buell, Ryan W. "Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees." R1902H. Harvard Business Review 97, no. 4 (March–April 2019): 102–113.
    • 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
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