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Research Summary

Trust

By: Sandra J. Sucher

In this research, I aim to provide a practical orientation to trust—how to build it, how it can be damaged, how it might be repaired—grounded in my experience as an executive and in the research on organizational trust and moral philosophy. As a case researcher, I... View Details

April 2023
Article

Racial Inequality in Work Environments

By: Letian Zhang

This article explores racial stratification in work environments. Inequality scholars have long identified racial disparities in wage and occupational attainment, but workers’ careers and well-being are also shaped by elements of their work environment, including firm... View Details

Keywords: Discrimination; Race; Equality and Inequality; Working Conditions; Personal Development and Career; Organizational Culture

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Forthcoming
Article

Is Hybrid Work the Best of Both Worlds? Evidence from a Field Experiment

By: Prithwiraj Choudhury, Tarun Khanna, Christos A. Makridis and Kyle Schirmann

This paper reports causal evidence on how the extent of hybrid work—the number of days worked from home relative to days worked from office—affects employee attitudes and performance. Workers who spent around two days in the office each week on average self-reported... View Details

Keywords: Attitudes; Performance Consistency; Employees; Work-Life Balance

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February 2012
Case

Henkel: Building a Winning Culture

By: Robert Simons and Natalie Kindred

This case illustrates a CEO-led organizational transformation driven by stretch goals, performance measurement, and accountability. When Kasper Rorsted became CEO of Henkel, a Germany-based producer of personal care, laundry, and adhesives products, in 2008, he was... View Details

Keywords: Performance Measurement; Performance Appraisals; Human Resource Management; Values; Organizational Transformations; Pay For Performance; Strategy Execution; Values and Beliefs; Work-Life Balance; Organizational Culture; Human Resources; Performance Evaluation; Compensation and Benefits

March 2025
Article

Differentiating on Diversity: How Disclosing Workforce Diversity Influences Consumer Choice

By: Maya Balakrishnan, Jimin Nam and Ryan W. Buell

Companies are facing increased pressure to “walk the talk” on diversity, equity, and inclusion (DEI) in their operations. One specific call-to-action from stakeholders is the public disclosure of EEO-1s. Companies with 100+ employees are federally mandated to annually... View Details

Keywords: Consumer Behavior; Corporate Disclosure; Diversity; Employees; Perception

January 2008 (Revised May 2008)
Case

Comcast New England: A Journey of Organizational Transformation

By: Michael Beer and Anita Arun

This case describes how Kevin Casey, Comcast's New England Region general manager, transformed a low commitment and performance organization. When he took charge of this Comcast region he inherited an organization that was bureaucratic, had low customer satisfaction,... View Details

Keywords: Transformation; Interpersonal Communication; Customer Satisfaction; Employee Relationship Management; Management Teams; Organizational Change and Adaptation; Organizational Culture; Organizational Structure; Performance Improvement; Telecommunications Industry; New England

January 2009 (Revised February 2009)
Case

Pitney Bowes: Employer Health Strategy

By: Michael E. Porter and Jennifer F Baron

Pitney Bowes, a Fortune 500 mail and document management firm, offered its first health plans in the years following World War II. Over the ensuing decades, Pitney Bowes adapted its approach to employee health amid rising health care costs, shifting employer attitudes... View Details

Keywords: Cost; Insurance; Policy; Health Care and Treatment; Compensation and Benefits; Employees; Corporate Strategy

2020
Article

Worry at Work: How Organizational Culture Promotes Anxiety

By: Jeremy A. Yip, Emma E. Levine, Alison Wood Brooks and Maurice E. Schweitzer

Organizational culture profoundly influences how employees think and behave. Established research suggests that the content, intensity, consensus, and fit of cultural norms act as a social control system for attitudes and behavior. We adopt the norms model of... View Details

Keywords: Anxiety; Norms; Stress; Culture; Tightness-looseness; Curvilinear; Organizational Culture; Emotions; Performance

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July–August 2020
Article

Sarcasm, Self-Deprecation, and Inside Jokes: A User's Guide to Humor at Work

By: Brad Bitterly and Alison Wood Brooks

Humor is widely considered essential in personal relationships, but in leaders, it’s seen as an ancillary behavior. Though some leaders use humor instinctively, many more could wield it purposefully. Humor helps build interpersonal trust and high-quality work... View Details

Keywords: Managing People; Humor; Leadership; Relationships

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Research Summary

The Transition to Retirement

By: Teresa M. Amabile

My current major research program is the Retirement Transitions Study: a broad study of retiring professionals' everyday experiences, including identification with work; identity stability, change, and development; meaningfulness of work; changes in life structure,... View Details

Keywords: Careers; Psychology; Creativity; Identity; Retirement; Meaning

spring 1991
Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett

Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details

Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry

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2008
Book

Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler

Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details

Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation

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May–June 2019
Article

Cross-Silo Leadership

By: Amy C. Edmondson, Tiziana Casciaro and Sujin Jang

Today the most promising innovation and business opportunities require collaboration among functions, offices, and organizations. To realize them, companies must break down silos and get people working together across boundaries. But that’s a challenge for many... View Details

Keywords: Cross-functional Management; Collaborative Innovation and Invention; Innovation Leadership; Groups and Teams; Employees; Attitudes

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June 24, 2020
Article

Wolfgang Puck on Leading His Restaurants Through the Pandemic

By: Boris Groysberg

Chef Wolfgang Puck shares his experience leading his restaurants and other businesses through the pandemic crisis. He explains how his company has pivoted to find new sources of revenue and how he has become a vocal advocate for the restaurant industry. He also... View Details

Keywords: Coronavirus Pandemic; Restaurants; Restaurant Industry; Reopening; Health Pandemics; Crisis Management; Organizational Change and Adaptation; Safety

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March–April 2013
Article

Language Matters: Status Loss & Achieved Status Distinctions in Global Organizations

By: Tsedal Neeley

How workers experience and express status loss in organizations has received little scholarly attention. I conducted a qualitative study of a French high-tech company that had instituted English as a lingua franca, or common language, as a context for examining this... View Details

Keywords: Organizations; Status and Position; Loss; Spoken Communication; Emotions; Attitudes; Behavior; Globalization

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07 Mar 2000
Research & Ideas

Putting Health Care Consumers in the Driver’s Seat

employees, rapidly rising health-care costs, and the likely loss of existing protection against lawsuits for pain and suffering from medical events. She then disclosed the results of a 1999 KPMG survey of CEOs and consumers about consumer-driven health care. The firm... View Details

Keywords: by Staff; Health

October 1986 (Revised March 1989)
Case

Singapore Airlines (A)

New competition has led to doubts about Singapore Airlines' excellent reputation for in-flight services. The key to maintaining or improving service is the attitude and proficiency of the cabin crews. The company now discovers that there may be problems in this group.... View Details

Keywords: Quality; Service Operations; Employees; Air Transportation Industry; Singapore

05 Mar 2008
What Do You Think?

Where Will Management Innovation Take Us?

including hiring, training, and firing personnel. All reward teams at all levels for performance. All provide generally unmonitored time for employees to develop product and service innovations as well as either redesign their jobs or... View Details

Keywords: by Jim Heskett

Research Summary

Using IT to Leverage Human Resources in Services

Discussion of the Internet and IT to date concentrates on how they will replace, rather than support, human service providers. While this approach is appropriate for a few firms, it is inadequate for many. The Internet and other information technology... View Details

October 8, 2012
Column

Henkel's Culture Shift

By: Robert Simons

This case descriibes a CEO-led organizational transformation driven by stretch goals, performance measurement, and accountability. When Kasper Rorsted became CEO of Henkel, a Germany-based producer of personal care, laundry, and adhesives products, in 2008, he was... View Details

Keywords: Strategy Execution; Culture; New CEO; Change; Performance Measures; Accountability; Organizational Change and Adaptation; Corporate Accountability; Leading Change; Competitive Strategy; Organizational Culture; Performance Evaluation; Consumer Products Industry; Germany

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