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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
- 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
- 2022
- Article
The Ordinary Concept of a Meaningful Life: The Role of Subjective and Objective Factors in Third-Person Attributions of Meaning
By: Michael Prinzing, Julian De Freitas and Barbara L. Fredrickson
The desire for a meaningful life is ubiquitous, yet the ordinary concept of a meaningful life is poorly understood. Across six experiments (total N = 2,539), we investigated whether third-person attributions of meaning depend on the psychological states an agent... View Details
Keywords: Experimental Philosophy; Folk Theories; Meaning In Life; Moral Psychology; Positive Psychology; Moral Sensibility; Satisfaction
Prinzing, Michael, Julian De Freitas, and Barbara L. Fredrickson. "The Ordinary Concept of a Meaningful Life: The Role of Subjective and Objective Factors in Third-Person Attributions of Meaning." Journal of Positive Psychology 17, no. 5 (2022): 639–654.
- November 19, 2019
- Article
The Unexpected Benefits of Pursuing a Passion Outside of Work
By: Jon M. Jachimowicz, Joyce He and Julian Arango
We are often told to pursue work we’re passionate about. But, for many people, this simply isn’t feasible. Not every job affords the possibility of doing what you love. And people care deeply about many different things—not all of which will be how they want to earn a... View Details
Jachimowicz, Jon M., Joyce He, and Julian Arango. "The Unexpected Benefits of Pursuing a Passion Outside of Work." Harvard Business Review (website) (November 19, 2019).
- October 2005
- Case
Kinko's
Over the decades, Kinko's had forged a deep emotional bond with consumers by easing their anxiety and helping them solve pressing document processing problems. By 2003, however, consumer research revealed that a confusing retail experience had eroded some of this good... 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
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
- March 2007
- Teaching Note
Kansai Digital Phone: Zutto, Gaining Japanese Loyalty (TN)
By: Francisco de Asis Martinez-Jerez
- 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
- 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
- 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
- 20 Dec 2004
- Research & Ideas
How an Order Views Your Company
one's genetic code written into the birth certificate. As a result, problem diagnosis after the product has been in the field has not only become easier, but also so much cheaper for manufacturers. Customer satisfaction over the life of... View Details
Keywords: by Sarah Jane Johnston
- 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
- 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.)
- 02 Feb 2018
- Working Paper Summaries
Last Place Aversion in Queues
- 4 Apr 1998
- Conference Presentation
Responding to Changing Customer Needs: The Design of a Flexible Development Process
By: Alan MacCormack
- Portrait Project
Bill Berrien
significant objectives collectively met and the satisfaction of making the whole greater than the sum of the parts. I want to set an example for my children of responsibility, accountability, hard work, and a selfless concern for others.... View Details
- 16 Sep 2015
- News
Rethink pricing to create shared—and expanded—value
revenue and increased consumer satisfaction and loyalty. First, focus on relationships rather than transactions (see customers as “people, not wallets”). Be proactive by setting prices that benefit both the firm and its customers. Design... View Details
- January 2020
- Article
One of a Kind: The Strong and Complex Preference for Unique Treatment from Romantic Partners
By: Lalin Anik and Ryan Hauser
Individuals prefer romantic partners who universally treat others well (i.e., partners who exhibit trait-level generosity) and also prefer partners who treat them uniquely. Previous work supports both preferences, yet the literature has largely ignored what happens... View Details
Anik, Lalin, and Ryan Hauser. "One of a Kind: The Strong and Complex Preference for Unique Treatment from Romantic Partners." Journal of Experimental Social Psychology 86 (January 2020).
- Article
Valuing Time Over Money Is Associated with Greater Happiness
By: A.V. Whillans, Aaron C. Weidman and Elizabeth W. Dunn
How do the trade-offs that we make about two of our most valuable resources—time and money—shape happiness? While past research has documented the immediate consequences of thinking about time and money, research has not yet examined whether people’s general... View Details
Whillans, A.V., Aaron C. Weidman, and Elizabeth W. Dunn. "Valuing Time Over Money Is Associated with Greater Happiness." Social Psychological & Personality Science 7, no. 3 (April 2016): 213–222.