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- All HBS Web
(859)
- People (1)
- News (178)
- Research (542)
- Events (3)
- Multimedia (3)
- Faculty Publications (389)
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- 01 Sep 2003
- What Do You Think?
To Whom Should Boards be Accountable?
corporate managers and directors must first be accountable to and for the satisfaction of customers, the loyalty and opportunities for growth of employees [and others] ..." How does this play out in the consideration of bids for a... View Details
Keywords: by James Heskett
- July 22, 2024
- Article
Why People Resist Retirement
Research suggests making the decision to retire means grappling with three psychological issues. First, identity issues can loom large for any deeply engaged professional. Even a small step away from a career can make a person wonder who they are without it. Second,... View Details
Amabile, Teresa M. "Why People Resist Retirement." Harvard Business Review Digital Articles (July 22, 2024).
- 06 Mar 2018
- First Look
First Look at Research and Ideas, March 6, 2018
customer satisfaction, differences among customers account for 96%–97% of this variance, while differences among employees, processes, locations, and markets make up the remainder. Further analysis reveals that customers tend to report relatively consistent View Details
Keywords: Sean Silverthorne
- March 1991 (Revised October 1991)
- Background Note
Manage Orders, Satisfy Customers, Make Money
By: Benson P. Shapiro and John J. Sviokla
Shapiro, Benson P., and John J. Sviokla. "Manage Orders, Satisfy Customers, Make Money." Harvard Business School Background Note 591-098, March 1991. (Revised October 1991.)
- June 2011
- Article
The Paradox of Excellence
By: Thomas J. DeLong and Sara DeLong
Why is it that so many smart, ambitious professionals are less productive and satisfied than they could be? We argue that it's often because they're afraid to demonstrate any sign of weakness. They're reluctant to ask important questions or try new... View Details
Keywords: Employees; Innovation and Invention; Strength and Weakness; Performance Productivity; Risk and Uncertainty; Motivation and Incentives; Satisfaction
DeLong, Thomas J., and Sara DeLong. "The Paradox of Excellence." Harvard Business Review 89, no. 6 (June 2011).
- 20 Sep 2007
- Research & Ideas
How to be a Customer
How-to books targeting customers often focus on how to game the system, how to return the cocktail dress on Monday after you've worn it once on Saturday, how to exploit manufacturer warranties and satisfaction guarantees (often,... View Details
Keywords: by John Quelch
- December 2009
- Article
Closing the Customer Feedback Loop
By: Rob Markey, Fred Reichheld and Andreas Dullweber
Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details
Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain
Markey, Rob, Fred Reichheld, and Andreas Dullweber. "Closing the Customer Feedback Loop." Harvard Business Review 87, no. 12 (December 2009): 43–47.
- 2009
- Chapter
Should Central Banks Maximize Happiness? Happiness, Contentment and Other Emotions for Central Banks
By: Rafael Di Tella and Robert MacCulloch
Di Tella, Rafael, and Robert MacCulloch. "Should Central Banks Maximize Happiness? Happiness, Contentment and Other Emotions for Central Banks." Chap. 6 in Policymaking Insights from Behavioral Economics, edited by Christopher L. Foote, Lorenz Goette, and Stephan Meier, 309–355. Boston, MA: Federal Reserve Bank of Boston, 2009.
- 2014
- Chapter
Customer Experience and Service Design
By: Uday S. Karmarkar and Uma R. Karmarkar
While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the... View Details
Keywords: Service Design; Service Management; Product Design; Service Operations; Customer Satisfaction; Service Industry
Karmarkar, Uday S., and Uma R. Karmarkar. "Customer Experience and Service Design." Chap. 7 in Managing Consumer Services: Factory or Theater? edited by Enzo Baglieri and Uday Karmarkar, 109–130. Springer, 2014.
- August 2010 (Revised November 2020)
- Module Note
Integrating Around the Job to Be Done
By: Clayton Christensen, Rory McDonald, Laura E Day and Shaye Roseman
Unlike traditional market segmentations that are based on a correlation of product sales or service with the attributes of the purchaser (such as age, gender, income level, and education level), jobs-based segmentation seeks to understand the causal roots of... View Details
Keywords: Integration Planning; Jobs; Market Segmentation; Customer Satisfaction; Marketing; Jobs and Positions; Marketing Strategy; Segmentation; Integration; Planning
Christensen, Clayton, Rory McDonald, Laura E Day, and Shaye Roseman. "Integrating Around the Job to Be Done." Harvard Business School Module Note 611-004, August 2010. (Revised November 2020.)
- 26 May 2015
- Research & Ideas
Corporate Field Researchers Share Tricks of the Trade
Forming A Research Partnership Teresa Amabile discussed a comprehensive field study in which her research team collected confidential, personal work diaries from 238 white-collar employees at seven disparate companies. The key finding: When it comes to igniting... View Details
Keywords: by Carmen Nobel
- October 1993 (Revised March 2001)
- Case
Connecticut Spring and Stamping Corp. (A)
By: H. Kent Bowen
Connecticut Spring and Stamping Corp. (CSSC) is a small, privately owned metal working company with a reputation for providing quality products to its customers. CSSC's business is primarily the production of springs and stamped parts used in a variety of mechanical... View Details
Bowen, H. Kent. "Connecticut Spring and Stamping Corp. (A)." Harvard Business School Case 694-009, October 1993. (Revised March 2001.)
- September 1999 (Revised February 2004)
- Case
Juice Guys (B)
By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (B)." Harvard Business School Case 800-123, September 1999. (Revised February 2004.)
- August 8, 2017
- Article
Buying Time Promotes Happiness
By: A.V. Whillans, Elizabeth W. Dunn, Paul Smeets, Rene Bekkers and Michael I. Norton
Around the world, increases in wealth have produced an unintended consequence: a rising sense of time scarcity. We provide evidence that using money to buy time can provide a buffer against this time famine, thereby promoting happiness. Using large, diverse samples... View Details
Whillans, A.V., Elizabeth W. Dunn, Paul Smeets, Rene Bekkers, and Michael I. Norton. "Buying Time Promotes Happiness." Proceedings of the National Academy of Sciences 114, no. 32 (August 8, 2017): 8523–8527.
- 2014
- Chapter
Reaching Your Potential: Know Yourself—and Find Fulfillment
By: Robert Steven Kaplan
Despite racking up impressive accomplishments, you feel frustrated with your career—convinced you should be achieving more. You may even wish you had chosen a different career altogether. These feelings often stem from a common error: buying into others' definitions of... View Details
Kaplan, Robert Steven. "Reaching Your Potential: Know Yourself—and Find Fulfillment." Chap. 3 in HBR Guide to Getting the Mentoring You Need, 31–42. Boston: Harvard Business Review Press, 2014.
- January 1999 (Revised December 2000)
- Case
Finale
By: Joseph B. Lassiter III, Michael J. Roberts and Matthew C. Lieb
Designed for use with "Room for Dessert" to show the changes between creating the initial business plans and starting to serve customers. Conforti and Moore have to both manage the business and deliver service to customers on a day-to-day basis in the initial location... View Details
- May 2004
- Article
Brands as Beacons: A New Source of Loyalty to Multiproduct Firms
By: Bharat Anand and Ron Shachar
Anand, Bharat, and Ron Shachar. "Brands as Beacons: A New Source of Loyalty to Multiproduct Firms." Journal of Marketing Research (JMR) 41, no. 2 (May 2004): 135–150. (Lead Article) and (Formerly titled: "Multiproduct Firms, Information, and Loyalty.")
- July 2016
- Case
Cataumet Boats, Inc.
By: W. Earl Sasser and Mark Davis
Jaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that her family's business, Cataumet Boats, which her grandparents started and which her mother and... View Details
Keywords: Business or Company Management; Family Business; Production; Cost Management; Transportation; Customer Satisfaction
Sasser, W. Earl, and Mark Davis. "Cataumet Boats, Inc." Harvard Business School Brief Case 917-509, July 2016.
- December 2013 (Revised March 2016)
- Case
Managing Online Reviews on TripAdvisor
By: Thales Teixeira and Leora Kornfeld
In 2013, TripAdvisor was the most visited online travel site in the world. It hosted a massive repository of information on hotels and travel services, and provided millions of reviews written by consumers. Consumers were becoming increasingly motivated to read and... View Details
Keywords: Online Word-of-mouth; Online Reviews; Hotels; Internet and the Web; Marketing Communications; Marketing Reference Programs; Digital Marketing; Customer Satisfaction; Accommodations Industry; Travel Industry
Teixeira, Thales, and Leora Kornfeld. "Managing Online Reviews on TripAdvisor." Harvard Business School Case 514-071, December 2013. (Revised March 2016.)
- 13 Jan 2014
- Research & Ideas
How Government Can Restore the Faith of Citizens
research , Buell and Norton had experimented with customer satisfaction in travel and dating websites. They found that when these sites visually showed the effort being exerted by the site during searches or transactions, customers were... View Details
Keywords: by Michael Blanding