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- All HBS Web
(68)
- News (9)
- Research (48)
- Multimedia (1)
- Faculty Publications (19)
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- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- Research Summary
Overview
The Information Age has introduced well recieved opportunities to track performance. Fitbits and Fuelbands show individuals their own performance; service companies including Uber and leading hospitals help pick from drivers or doctors based on how others rate them;... View Details
- 21 Apr 2009
- First Look
First Look: April 21, 2009
to deliver patient care. In fact, GSU's patient satisfaction scores, although average, had been declining steadily over the past few years. Barbara has been asked by EMU's... View Details
Keywords: Martha Lagace
- 13 May 2014
- First Look
First Look: May 13
services obtained in return, reduces general anti-tax sentiment, and holds satisfaction with tax payment stable despite increased compliance with tax dues. With tax noncompliance costing the U.S. government $385 billion annually,... View Details
Keywords: Sean Silverthorne
- 21 Aug 2018
- First Look
New Research and Ideas, August 21, 2018
Proceedings of the National Academy of Sciences of the United States of America Patient–Physician Gender Concordance and Increased Mortality Among Female Heart Attack Patients By: Greenwood, Brad, Seth Carnahan, and Laura Huang... View Details
Keywords: Dina Gerdeman
- 21 Sep 2022
- Research & Ideas
You Don’t Have to Quit Your Job to Find More Meaning in Life
overpriced drugs (moral condition) or drove patients into debt by increasing prices (immoral condition). Only 19 percent of participants said Ariana’s life was meaningful when she drove patients into debt by... View Details
Keywords: by Shalene Gupta
- 03 Apr 2012
- First Look
First Look: April 3
leadership development programs for residents. The authors first present a definition of clinical leadership and highlight evidence that effective frontline clinical leadership improves both clinical outcomes and satisfaction for View Details
Keywords: Carmen Nobel
- 30 Jan 2020
- Research & Ideas
The Upside of Highlighting a Product's Downsides
charity. [related readings] “It’s a way to clearly communicate that ‘We are unique in the space,’” Choi says. “Here’s what we are and here’s what we aren’t.” More traditional organizations have also been opening up. The US Department of Veterans Affairs tells View Details
Keywords: by Danielle Kost
- 14 Jul 2006
- Op-Ed
The Case for Consumer-Driven Medicaid
with both insurers and providers. A recent Blue Cross-Blue Shield survey found that satisfaction levels exceeded those achieved by non-consumer-driven plans, while patients in Switzerland, which has a... View Details
Keywords: by Regina E. Herzlinger
- 26 Jun 2000
- Research & Ideas
What’s an Internet Business Model? Ask a Health Care Professional
some eternal issues of patient care: not only good health, but also quality, choice and trust? To consider these questions, the IS2K conference assembled a panel of experts, with HBS Professor Lynda Applegate as moderator, to talk about... View Details
- 09 Jan 2018
- First Look
First Look at New Research and Ideas, January 9, 2018
October 2017 American Journal of Emergency Medicine Describing Wait Time Bottlenecks for ED Patients Undergoing Head CT By: Rogg, Jonathan G., Robert S. Huckman, Michael Lev, Ali Raja, Yuchiao Chang, and Benjamin White Abstract—Study... View Details
Keywords: Sean Silverthorne
- 05 Sep 2012
- What Do You Think?
Will Business Management Save US Health Care?
for-profit health care organization led to better patient outcomes at the same time that "provider engagement and feeling of satisfaction have increased, our costs have fallen and our net profit has... View Details
- 31 Jul 2018
- First Look
New Research and Ideas, July 31, 2018
doctor, palliative care specialist, nurse coordinator, clinical pharmacy specialist, and behavioral and social service specialists. The team focuses on the highest-risk patients to see if the new, proactive care model can improve patient,... View Details
Keywords: Dina Gerdeman
- 07 Mar 2000
- Research & Ideas
Putting Health Care Consumers in the Driver’s Seat
While 93 percent of senior executives surveyed indicated satisfaction with the health-care insurance options they offer their employees, 46 percent said they would be receptive to a defined contribution system—often because they saw an... View Details
- 04 Sep 2018
- First Look
New Research and Ideas, September 4, 2018
https://www.hbs.edu/faculty/Pages/item.aspx?num=54036 August 23, 2018 NEJM Catalyst Using a New EHR System to Increase Patient Engagement, Improve Efficiency, and Decrease Cost By: French, Katy, Barbra Bryce Speer, Alexis B. Guzman, Tayab... View Details
Keywords: Dina Gerdeman
- 11 Oct 2004
- Research & Ideas
Four Ways to Create Lasting Change
generations of a customer-satisfaction program at a large American retailer, dubbed "Alpha Corporation" for the sake of confidentiality. The first of Alpha's customer satisfaction programs, launched in the early 1990s, fell... View Details
Keywords: by Martha Lagace
- 10 Jun 2013
- Research & Ideas
How Numbers Talk to People
transactions. The analyst used the Cox regression model—an approach originally used to determine which patients would die and which would live over certain time periods-of "survival analysis." The analysis discovered that the... View Details
- 05 May 2009
- First Look
First Look: May 5, 2009
Authors:Ryan W. Buell, Dennis Campbell, and Frances X. Frei Publication:Production and Operations Management (forthcoming) Abstract This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and... View Details
Keywords: Martha Lagace
- 01 Sep 2015
- First Look
First Look -- September 1, 2015
performance. Using panel data from the Japanese National Hospital Organization, we analyze performance improvements following regulation requiring standardized measurement and peer disclosure of absolute and relative patient View Details
Keywords: Sean Silverthorne
- 04 Jun 2013
- First Look
First Look: June 4
that allowed the Clinic to excel at patient satisfaction without jeopardizing its traditional strengths. Publisher's link:... View Details
Keywords: Sean Silverthorne