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Show Results For
- All HBS Web
(838)
- People (1)
- News (178)
- Research (546)
- Events (3)
- Multimedia (3)
- Faculty Publications (389)
- 01 Mar 2014
- News
Case Study: Gazelle's New Predators
getting lower-cost devices to those who might not otherwise be able to afford them? A $14B market would seem to have ample room for a niche player that focuses on corporate social responsibility while still being profitable." —Allison Sagraves (MBA 1991) "Build on the... View Details
- 16 May 2011
- Research & Ideas
What Loyalty? High-End Customers are First to Flee
Satisfaction Buell's general research agenda considers how firm-level decisions affect customer actions and firm performance. He is continuing to collaborate with Campbell and Frei on a research project that explores different parts of a... View Details
Keywords: by Julia Hanna
- March 2007
- Teaching Note
Kansai Digital Phone: Zutto, Gaining Japanese Loyalty (TN)
By: Francisco de Asis Martinez-Jerez
- 01 Oct 2008
- Research & Ideas
How Much Time Should CEOs Devote to Customers?
following three things: First, the CEO should spearhead the identification of three or four customer health metrics that are leading indicators of sales or profit performance. These metrics should not be off-the-shelf standbys such as customer View Details
Keywords: by John Quelch
- 4 Apr 1998
- Conference Presentation
Responding to Changing Customer Needs: The Design of a Flexible Development Process
By: Alan MacCormack
John Pepper
Spending his entire private sector career with P&G, Pepper prides himself on heightening P&G’s commitment to customer satisfaction and to creating the “Organization 2005” initiative, which is intended to promote “speed,... View Details
Keywords: Personal Care & Home Products
- Student-Profile
Celia Stafford
how feedback loops can be either reinforcing or balancing. “In a healthcare setting, there is a clear feedback loop between patient and physician satisfaction, which can be either vicious or virtuous,” she explains. “When physicians are dissatisfied or burnt out,... View Details
Howard Schultz
Not only did Schultz foresee that a large-scale coffee shop chain was a lucrative business, but he maintained Starbucks lead through a combination of customer and employee satisfaction plans. Schultz’s plan to offer part-time employees... View Details
Keywords: Restaurants & Lodging
- 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.)
Gordon M. Bethune
airline. Bethune mapped out a turnaround strategy, and in one year, Continental went from being ranked worst among the major airlines in customer satisfaction to first. View Details
Keywords: Transportation
Robert F. McDermott
diversified financial services enterprise with over $30 billion in assets. His deep commitment to customer service and concern for employee satisfaction were recognized by industry analysts who often ranked USAA as the best managed... View Details
Keywords: Finance
- Fast Answer
Government data and information sources for public entrepreneurship
Geography in the Advanced Search. Nexis Uni – more access to thousands of local newspapers. Go to Menu > All Sources> Limit by Category > News and Jurisdiction. Citizen Satisfaction Surveys Google search... View Details
- Portrait Project
Sarah Mullen
I plan to CREATE... a successful business that provides a valuable service to my customers – where I can see the fulfillment and satisfaction on their faces and know that the outcome has somehow improved their day and, hopefully, their... View Details
- November 2001 (Revised October 2017)
- Supplement
Store24 (B): Service Quality and Employee Skills
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case. View Details
Frei, Frances X., and Dennis Campbell. "Store24 (B): Service Quality and Employee Skills." Harvard Business School Supplement 602-097, November 2001. (Revised October 2017.)
- 01 Mar 2003
- News
Service with a Smile
data from 111 workers — college students who labored in service jobs — the pair measured job satisfaction and its relationship to whether workers were being asked to hide or exaggerate emotions. Their study, “A Longitudinal Analysis of... View Details
- 2013
- Article
Rituals Enhance Consumption
By: J. Vohs, Y. Wang, F. Gino and M. I. Norton
Four experiments tested the novel hypothesis that ritualistic behavior potentiates and enhances the enjoyment of ensuing consumption—an effect found for chocolates, lemonade, and even carrots. Experiment 1 showed that ritual behaviors, compared to a no-ritual... View Details
Vohs, J., Y. Wang, F. Gino, and M. I. Norton. "Rituals Enhance Consumption." Psychological Science 24, no. 9 (September 2013): 1714–1721.
- 01 Dec 2022
- News
Case Study: Your Call Is Important to Us
If you’ve ever tried to call an airline or almost any service business of a certain size, you’re probably familiar with the problem: After navigating a seemingly endless set of options, you’re asked by an automated message to share information, but it fails to... View Details
- 01 Apr 1997
- News
HBS Duo Offers Personalized Career Assessment
Business. Written by Timothy Butler and James Waldroop, director and associate director, respectively, of the School's MBA Career Development Programs, the book presents a business-focused, step-by-step approach to evaluating one's career with an eye to finding... View Details
Keywords: Bob Binstock
- 01 Jun 1997
- News
New Releases
a quantifiable set of relationships that directly links profit and growth not only to customer loyalty and satisfaction but to employee loyalty, satisfaction, and productivity. The authors emphasize that mutually reinforcing relationships... View Details
- Web
IT Strategy: Improving Service to Support Innovation | Information Technology
resulted in significant efficiency gains in TSS’s support workflows and increased satisfaction from customers. In FY24, TSS recorded four consecutive months of 100% satisfaction when surveying the community.... View Details