Publications

Publications

Filter Results: (837) Arrow Down
Filter Results: (837) Arrow Down Arrow Up

Show Results For

Show Results For

← Page 23 of 837 Results →
  • 01 Jun 2025
  • News

Editor’s Letter

people rediscovered analog music—and the sensory satisfaction of dropping a needle on a record and leaning back to listen. “For the Records” tells the story of Kelleher, Gold Rush Vinyl, and Waterloo Records, the iconic music store in... View Details
Keywords: Sporting Goods, Hobby, Musical Instrument, and Book Stores; Retail Trade
  • 01 Apr 2002
  • News

Siebel Addresses HBS Northern California Club

of itself." At Siebel Systems, he continued, incentive compensation is tied to customer- satisfaction scores. "Virtually every employee communication that I've given since the company's founding has been centered around the absolute... View Details
Keywords: Business Schools & Computer & Management Training; Educational Services
  • November 2019
  • Case

Scaling at Chief

By: Katherine B. Coffman, Jeffrey J. Bussgang, Kathleen L. McGinn, Julia Kelley and Katherine Chen
Chief is a New York-based peer network that provides mentorship, support, networking opportunities, and a sense of community to women executives. Co-founders Carolyn Childers and Lindsay Kaplan launched the company in January 2019, and just two months later, Chief has... View Details
Keywords: Entrepreneurship; Leadership Development; Expansion; Growth Management; Customer Satisfaction; North and Central America; United States; New York (state, US); New York (city, NY)
Related
  • 12 Apr 2023
  • News

Using AI to Adjust Your Marketing and Sales in a Volatile World

  • 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
Keywords: Employees; Compensation and Benefits; Satisfaction; Value; Research
Related
  • 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
Related
  • Portrait Project

Jamie Wilkie

connections, and replaced the transmission. Over a year later, we felt a rush of adrenaline as the engine finally turned over and we drove down the street. I reveled in the satisfaction of revitalizing something that was left for dead.... 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
  • 30 Apr 2019
  • First Look

New Research and Ideas, April 30, 2019

forthcoming Compensation & Benefits Review The Power of Workplace Rewards: Using Self-Determination Theory to Understand Why Reward Satisfaction Matters for Workers Around the World By: Landry, Anais Thibault, and A.V. Whillans... View Details
Keywords: Dina Gerdeman
  • 27 Feb 2017
  • Working Paper Summaries

Seeking to Belong: How the Words of Internal and External Beneficiaries Influence Performance

Keywords: by Paul Green, Francesca Gino, and Bradley R. Staats
  • September 24, 2024
  • Article

4 Steps That Can Optimize Your Sales Process

By: Frank V. Cespedes, Scott Peterson and Daniel Weinfurter
Sales is a performance art where outcomes matter, so most advice here focuses on closing the sale. But a close is the result of actions and choices that occur earlier in the process: how much time and effort to spend on customer discovery (understanding what and to... View Details
Keywords: Sales; Customer Satisfaction; Growth and Development Strategy; Competitive Advantage
Related
  • Article

How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods

In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical... View Details
Keywords: Customer Satisfaction; Price; Service Delivery; Mathematical Methods; Competition; Food and Beverage Industry; Service Industry
Related
  • 14 May 2021
  • News

4 Strategies to Simplify the Customer Journey

  • Winter 2014
  • Article

Does Service Bundling Reduce Churn?

By: Jeff Prince and Shane Greenstein
We examine whether bundling in telecommunications services reduces churn using a series of large, independent cross sections of household decisions. To identify the effect of bundling, we construct a pseudo-panel dataset and utilize a linear, dynamic panel-data model,... View Details
Keywords: Communication Technology; Customer Satisfaction; Product Marketing; Telecommunications Industry
Related
  • February 2016 (Revised February 2020)
  • Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
Related
  • Student-Profile

Omar Olivarez

but how we live. “AI is dynamic technology that adapts to different situations,” he explains. “But what are the repercussions of AI on aspects of work like job satisfaction or worker autonomy?” One of the challenges of researching... View Details
  • Profile

David Gellis

mission'," David says. "I found that the things I liked about journalism and a hunger for the larger issues were all in health care. I could have the satisfaction of making a difference in individual lives while looking at... View Details
  • 17 Mar 2017
  • News

Clare B. Hawthorne (MBA 2012)

thread in my experiences was satisfaction in fixing things that were broken and creating efficiencies and processes.” While at HBS, she talked with alumni, professors, and classmates, and ultimately concluded that human resources aligned... View Details
  • 21 May 2007
  • Research & Ideas

Fixing the Marketing-CEO Disconnect

problem is that these managers don't know what metrics to measure or how to interpret the results. They may collect all manner of plausible marketing-performance metrics, from customer satisfaction to retention, but if these can't be... View Details
Keywords: by Sean Silverthorne
  • 21 Jul 2003
  • Research & Ideas

Don’t Get Buried in Customer Data—Use It

customers." He cites the example of a major hotel chain that asks guests to complete a multiple-question satisfaction survey via their room's TV set during their stay. When one guest answered "extremely dissatisfied" to all... View Details
Keywords: by Jean Ayers