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- All HBS Web
(263)
- News (46)
- Research (180)
- Multimedia (1)
- Faculty Publications (90)
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- 08 Jan 2025
- News
Mapping Pain Points at the IRS
Having spent a decade helping retailers optimize customer service, Fumi Tamaki (MBA 2014) could not pass up the opportunity in June 2024 to take on the challenge of improving the customer experience at the government organization that serves more Americans annually... View Details
- 01 Sep 2012
- News
A Silent Workplace Crisis
resources or employee assistance programs. One simple change, to have information and referral requests managed by experienced geriatric-care managers, would dramatically improve utilization of services. Corporate wellness programs and... View Details
- 01 Dec 2003
- News
Can Manufacturing Keep Its Edge?
order to offset the negative impact of a sagging economy and sharply rising employee benefit costs. Over the course of the past three years, U.S. manufacturing has shed some 2.7 million jobs, with companies marshaling technology and... View Details
- 01 Dec 2022
- News
Case Study: Your Call Is Important to Us
Duncan for the company’s Hack Week competition, in which employees are invited to spend a week pursuing a passion project. Their idea for a personality-forward voice assistant won an award and, with it, some funding. “Seeing that Spotify... View Details
- 01 Jun 2014
- News
Alumni and Faculty Books for June 2014
which employees act like free agents. The solution? Think of employees not as family or free agents but as allies. Both managers and employees must trust each other enough to... View Details
- 01 Jun 2010
- News
Michael Depatie
was ranked number one in guest satisfaction for 2009 by the Market Metrix Hospitality Index (based on over 130,000 hotel customer surveys), beating competitors including the Ritz-Carlton, W Hotels, and the Four Seasons. Michael Depatie... View Details
- 01 Oct 2002
- News
Faculty Research Symposium
that she also published in the August 2002 Harvard Business Review. For the time-pressure study, Amabile endeavored to “trap creativity in the wild” by surveying employees at seven companies across three industries. She and her... View Details
- 01 Mar 2006
- News
The Little Ice-Cream Company That Could
and retraining, and employee satisfaction surveys periodically measure how well the company is meeting its stated goals. “Today, as I travel around the country, it’s what binds us together,” says Rogers. “We... View Details
- 01 Mar 2004
- News
Ron Shaich’s Café Society
satisfaction in the food industry. People love coming to Panera Bread — last week we served four million customers! They get what we’re doing. As I travel the country I find it amazing that people come up and thank me. It feels great... View Details
- 01 Jan 2002
- News
Orin C. Smith (MBA '67)
close connections between economies and governments around the world. "It isn't sufficient that I try to maximize the company's bottom line," Smith says. "Other constituencies affect our success in the long run." Starbucks employees... View Details
- 01 Apr 1997
- News
HBS Conferences Explore Range of Issues
managed to achieve success and satisfaction in both realms. She related how in June 1983, six months pregnant with her first child, she became the Times' highest-ranking woman when the paper named her deputy metropolitan editor. She took... View Details
- 01 Oct 2001
- News
Q&A: Orin Smith
young consumers. I believe that will be true in our case. How would you describe the Starbucks company culture? It is highly aspirational and very people-oriented. Starbucks gives stock options to all employees (we call them partners); we... View Details
- 01 Feb 2000
- News
Executives Convene to Discuss Consumer-Driven Health Care
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
- 04 Jun 2025
- News
Slice of Life
Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Dan Morrell: Hi, this is Dan Morrell, host of Skydeck. In 2018, Bill Crawford (MBA 2006) founded Righteous Slice, a pizza restaurant in Rexburg, Idaho that has been steadily earning critical acclaim. It has... View Details
- 01 Sep 2007
- News
Riding It Out
an area where neither Paal nor I have any background experience.” Ten employees now staff the IT department, a “hefty investment” by Gisholt’s admission but a necessary one in a business that relies so heavily on accuracy in its... View Details
- 10 Mar 2021
- News
New Releases: Alumni and Faculty Books, Podcasts
in doing more good with your limited time on the planet, and experience greater satisfaction in the process. Sales Management That Works: How to Sell in a World That Never Stops Changing By Frank V. Cespedes, MBA Class of 1973 Senior... View Details
- 10 Mar 2021
- News
Next Normal
Edited by Julia Hanna; illustrations by Fabio Consoli One year after the pandemic mandated an abrupt shift to working from home for millions of people, organizations are taking a long, hard look at how and where employees work—and why. In... View Details
- 01 Jun 2017
- News
Alumni and Faculty Books for June 2017
Well-intentioned parents across the country are enabling a “me” generation of children who lack the wisdom and satisfaction of accomplishment that only struggle and adversity can bring. Watts provides practical strategies like creating... View Details
- 30 Nov 2017
- News
Happy Meals (Are Here Again)
orders and have them delivered to their tables—a service often performed by managers. “Now when I see a customer talking to a manager, it’s a good thing,” says Karavites, smiling. Traditionally, the bank of cash registers that separates the customers and the View Details
- 01 Dec 2016
- News
Alumni Books of 2016
indexing to make their portfolio stronger and more profitable. The Pie Life: A Guilt-Free Recipe For Success and Satisfaction by Samantha Ettus (MBA 2001) (Ghost Mountain Books) Ettus wants to change the way you think about work/life... View Details