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Show Results For
- All HBS Web
(838)
- People (1)
- News (178)
- Research (546)
- Events (3)
- Multimedia (3)
- Faculty Publications (389)
- April 2008
- Module Note
Service Design in the Context of Customer-Operators
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on... View Details
Frei, Frances X. "Service Design in the Context of Customer-Operators." Harvard Business School Module Note 608-134, April 2008.
- 01 Mar 2008
- News
Good Luck Charm
at Time Warner, who said the satisfaction she gets from helping deserving local organizations makes her “the luckiest girl in the world.” In 2006, Time Warner gave a total of $50 million to support arts and education in New York City, and... View Details
- Portrait Project
Scott St. Germain
great self-gratification from what they do and be excited and proud about their professions. I will strive to improve industries and companies that are themselves examples by developing products that bring great satisfaction to, improve... View Details
- 08 Jul 2016
- News
So Why Don't You Have Your Dream Job Yet?
Big Think, “it's relatively easy to maximize one point on the triangle and it's often okay to maximize the second, but usually the third point slips.” Citrin, partner at executive search firm Spencer Stuart, offers a few potential examples: A job in a law firm that... View Details
- 01 Jun 2018
- News
Research Brief: Lessons from Last Place
Ryan Buell (photo by Russ Campbell) Ryan Buell (photo by Russ Campbell) We all wait in lines—at the grocery store, the bank, or a ticket booth, or on hold to speak to a customer service rep about your cable bill. “By one estimate, Americans spend 37 billion hours... View Details
Keywords: Jennifer Myers
- 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
- 10 Oct 2018
- Research & Ideas
The Legacy of Boaty McBoatface: Beware of Customers Who Vote
researchers then asked participants to rank from 1 to 10 how satisfied they were with their votes. Those who had been told their votes wouldn’t count at all ranked their satisfaction at 5.47, much higher than the 4.04 View Details
- August 8, 2017
- Article
Buying Time Promotes Happiness
By: A.V. Whillans, Elizabeth W. Dunn, Paul Smeets, Rene Bekkers and Michael I. Norton
Around the world, increases in wealth have produced an unintended consequence: a rising sense of time scarcity. We provide evidence that using money to buy time can provide a buffer against this time famine, thereby promoting happiness. Using large, diverse samples... View Details
Whillans, A.V., Elizabeth W. Dunn, Paul Smeets, Rene Bekkers, and Michael I. Norton. "Buying Time Promotes Happiness." Proceedings of the National Academy of Sciences 114, no. 32 (August 8, 2017): 8523–8527.
- 2014
- Chapter
Reaching Your Potential: Know Yourself—and Find Fulfillment
By: Robert Steven Kaplan
Despite racking up impressive accomplishments, you feel frustrated with your career—convinced you should be achieving more. You may even wish you had chosen a different career altogether. These feelings often stem from a common error: buying into others' definitions of... View Details
Kaplan, Robert Steven. "Reaching Your Potential: Know Yourself—and Find Fulfillment." Chap. 3 in HBR Guide to Getting the Mentoring You Need, 31–42. Boston: Harvard Business Review Press, 2014.
- January 1999 (Revised December 2000)
- Case
Finale
By: Joseph B. Lassiter III, Michael J. Roberts and Matthew C. Lieb
Designed for use with "Room for Dessert" to show the changes between creating the initial business plans and starting to serve customers. Conforti and Moore have to both manage the business and deliver service to customers on a day-to-day basis in the initial location... View Details
- May 2004
- Article
Brands as Beacons: A New Source of Loyalty to Multiproduct Firms
By: Bharat Anand and Ron Shachar
Anand, Bharat, and Ron Shachar. "Brands as Beacons: A New Source of Loyalty to Multiproduct Firms." Journal of Marketing Research (JMR) 41, no. 2 (May 2004): 135–150. (Lead Article) and (Formerly titled: "Multiproduct Firms, Information, and Loyalty.")
- 2025
- Working Paper
Home Sweet Home: How Much Do Employees Value Remote Work?
By: Zoë B. Cullen, Bobak Pakzad-Hurson and Ricardo Perez-Truglia
We estimate the value employees place on remote work using revealed preferences in a high-stakes, real-world context, focusing on U.S. tech workers. On average, employees are willing to accept a 25% pay cut for partly or fully remote roles. Our estimates are three to... View Details
Cullen, Zoë B., Bobak Pakzad-Hurson, and Ricardo Perez-Truglia. "Home Sweet Home: How Much Do Employees Value Remote Work?" NBER Working Paper Series, No. 33383, January 2025.
- June 2011
- Teaching Note
Red Lobster (TN)
By: Jason Riis
Teaching Note for 511-052. View Details
Keywords: Markets; Research; Opportunities; Customer Satisfaction; Sales; Segmentation; Food; Food and Beverage Industry
- Portrait Project
Ann Lucena
helping a friend or sharing a smile with a stranger. I want the delight of introducing someone to a beautiful song or teaching a child a new word. I crave the satisfaction of enhancing and enriching someone else’s life. I yearn for the... View Details
- 14 Jul 2006
- Op-Ed
The Case for Consumer-Driven Medicaid
money in the long run." Thus, 75 percent of the enrollees in one consumer-driven group complied with the regimen for their chronic medications as opposed to 63 percent of those enrolled in other insurance plans with virtually no deductible. Consumer-driven plans... View Details
Keywords: by Regina E. Herzlinger
- 2018
- Chapter
Time, Money, and Subjective Wellbeing
By: Cassie Mogilner, A.V. Whillans and Michael I. Norton
Time and money are scarce and precious resources: people experience stress about having insufficient time and worry about having insufficient money. This chapter reviews research showing that the ways in which people spend their time and money, the tradeoffs that... View Details
Mogilner, Cassie, A.V. Whillans, and Michael I. Norton. "Time, Money, and Subjective Wellbeing." In Handbook of Well-Being, edited by Ed Diener, Shigehiro Oishi, and Louis Tay. Noba Scholar Handbook Series. Salt Lake City: DEF Publishers, 2018. Electronic.
- September 2009 (Revised May 2019)
- Case
The London 2012 Olympic Games
By: John T. Gourville and Marco Bertini
It's 2009 and Paul Williamson, Head of Ticketing, must finalize ticket prices for the 2012 London Olympic Games. Yet, there are many criteria to consider. First, given the importance of ticketing to the Games' bottom line, he has a strong incentive to maximize... View Details
Keywords: Pricing; Customer Satisfaction; Price; Strategy; Profit; Revenue; Sales; Sports Industry; London
Gourville, John T., and Marco Bertini. "The London 2012 Olympic Games." Harvard Business School Case 510-039, September 2009. (Revised May 2019.)
- 01 Sep 2007
- News
Where Are They Now?
concept, which holds that customer/employee satisfaction is mutually reinforcing and enhances profitability. In 1999, after a year as jack-of-all-trades at Brown University, his alma mater, Schlesinger went to the firm now known as... View Details
- 02 Feb 2018
- Working Paper Summaries
Last Place Aversion in Queues
- 09 Nov 2017
- News
A Chance to Lead
the president and the CEO. “We were tiny, we were $4 billion in assets, a couple of hundred people. But I look at Vanguard [today], it's a thousand times as big as when I joined. And it's a far better company. Most companies that grow that much regress. I look today... View Details