Customer Satisfaction - Publications - Faculty & Research

01 Dec 2003
News

Can Manufacturing Keep Its Edge?

“Pretty straightforward. Pretty frightening.” That’s how Jim Sharpe (MBA 1976), chairman and CEO of Extrusion Technology, Inc. (ET), describes an out-of-the-blue situation his company faced two years ago, when its largest customer... View Details

Keywords: Julia Hanna; Manufacturing

01 Apr 1997
News

The Businesslike Gourmet: Karen Page on America's Foodservice Industry

feelings, and self-image. Food is like clothing or shelter: you can get by with the basics, or you can aspire to some aesthetics. The new insistence on food quality may be an outgrowth of a larger need to put more meaning and satisfaction... View Details

01 Apr 1998
News

Microfinance's Big Payoff: Michael Chu and ACCION International

was so successful we had to establish it as a regular commercial bank to accommodate its growth. Today, BancoSol leads the Bolivian banking system in profitability and makes 40 percent of the system's loans; it has 76,000 microentrepreneur View Details

12 Mar 2018
Op-Ed

Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist

innovations and superior service that companies create customer satisfaction and loyalty. That, in turn, leads to increased revenues and ultimately greater profitability—the basis for creating ongoing... View Details

Keywords: by Bill George; Banking

18 Sep 2012
First Look

First Look: September 18

initial socialization focused on personal identity (emphasizing newcomers' authentic best selves) led to greater customer satisfaction and employee retention after six months, compared to (a) socialization... View Details

Keywords: Sean Silverthorne

07 Sep 2021
News

Alumni Perspective: The Morning After 9/11

people.” Twenty years ago, Frances Frei was not the globally revered management guru she has become. This was before she helped transform the culture at HBS to close the performance gap between female and male students, resulting in higher 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 View Details

Keywords: Martha Lagace

November 1995 (Revised March 2004)
Case

Massachusetts General Hospital: CABG Surgery (A)

By: Steven C. Wheelwright and James Weber

A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided. View Details

Keywords: Health Care and Treatment; Medical Specialties; Business Processes; Mission and Purpose; Product Positioning; Product Marketing; Management Practices and Processes; Customer Satisfaction; Service Delivery; Service Operations; Fair Value Accounting; Ethics; Pharmaceutical Industry; Health Industry; Massachusetts

Citation

Educators

Purchase

23 Dec 2002
Research & Ideas

Partnering and the Balanced Scorecard

diverse units, employees, and constituencies. In this chapter, we describe how effective leaders customize their organization's measurement and management system to partner with their employees for strategy implementation. We also discuss... View Details

Keywords: by Robert S. Kaplan & David P. Norton

January 2022 (Revised August 2022)
Case

Hello Heart: The Next Generation of Chronic Disease Management Apps

By: Ariel D. Stern and Danielle Golan

Hello Heart, a hypertension management app debated whether to go deep and cover other heart conditions, or to expand its solution to other chronic conditions. View Details

Citation

Educators

Purchase

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... View Details

Keywords: by Michael Blanding

10 Mar 2015
Research & Ideas

The Surprising Winners and Losers in the Retail Revolution

to what they've done to reinvigorate their business. They looked strategically at all aspects of their offering across the various channels they have at their disposal to maximize customer satisfaction and... View Details

Keywords: by Sean Silverthorne; Retail

26 Feb 2019
Blog Post

Forget Cash. Here Are Better Ways to Motivate Employees

on how best to reward their workers in ways that will bring them greater job satisfaction and motivate them to work harder. When recruiting, emphasize benefits Talking up a job’s perks, such as flexible work schedules and skill training,... View Details

Keywords: All Industries

16 Mar 2010
First Look

First Look: March 16

his team undertake a systematic analysis of the drivers of customer satisfaction and branch network profitability and, based on the results, must decide how to change TD-Canada Trust's branch compensation... View Details

Keywords: Martha Lagace

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... View Details

Keywords: Julia Hanna; Amusement, Gambling, and Recreation Industries; Arts, Entertainment; Accommodation; Hospitality

30 Nov 2017
News

Happy Meals (Are Here Again)

data impacting strategy, Cunningham notes, allowing her to see the cause and effect almost in real time. “I can look at the trade implications, the service time and labor hour implications, and implications for our customer View Details

Keywords: Dan Morrell; photographed by Saverio Truglia

12 Mar 2019
First Look

New Research and Ideas, March 12, 2019

place diminishes wait satisfaction while increasing the probabilities of switching and abandoning queues, with detrimental implications for service capacity. The research suggests that last place aversion can lead to maladaptive View Details

Keywords: Dina Gerdeman

05 Jul 2006
Research & Ideas

Reinventing the Dowdy Savings Bond

exclude customers without Internet access or a bank account. That strikes me as a relatively small investment to make for a relatively large number of individuals. Tufano suggests a few adjustments to "reinvent" the savings bond... View Details

Keywords: by Julia Hanna; Banking; Financial Services

03 Jun 2015
What Do You Think?

Is the Time Right for Self-Management?

29 percent, and customer satisfaction scores actually improved when compared to conventionally managed stores. The effort stalled only when the planned strategy was scaled down and Martin's successor halted... View Details

Keywords: by James Heskett; Retail

01 Mar 2006
News

The Little Ice-Cream Company That Could

and a culture that values employees above all and empowers them to excel. Unlike its competitors, Dreyer’s has always insisted on delivering ice cream to grocery stores with its own trucks and drivers to ensure product quality. Early on that meant View Details

Keywords: Roger Thompson; Food Manufacturing; Manufacturing

Publications