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(811)
- People (1)
- News (170)
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- Faculty Publications (370)
Show Results For
- All HBS Web
(811)
- People (1)
- News (170)
- Research (533)
- Events (3)
- Multimedia (3)
- Faculty Publications (370)
- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details
Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- 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
- 01 Dec 2005
- News
Faculty Books
intelligence.” No one bats a thousand, in business or in life, but you can increase your betting success rate and your satisfaction with your successes. Negotiation, Decision Making, and Conflict Management edited by Max H. Bazerman... View Details
- 15 May 2012
- News
Finally Finding the Right Fit
moved to Amsterdam for a consulting job with Bain. But that didn’t provide the satisfaction he envisioned. Increasingly, he longed to return to his roots in retailing. “I always dreamed of being in the branding and fashion business,” he... View Details
- 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
- 18 Nov 2009
- HBS Case
Customer Feedback Not on elBulli’s Menu
He's been called "the Salvador Dalí of the kitchen" for creations ranging from beetroot and yogurt ice-cream lollipops to a deconstructed Spanish omelet served in a parfait glass. Each year, some 2 million hopeful diners vie to be one of the fifty customers... View Details
- April 2001
- Teaching Note
first direct (A) TN
By: Jeffrey F. Rayport, Michelle Toth and William A. Sahlman
Teaching Note for (9-897-079). For book only - not listed on case. View Details
- April 2008 (Revised March 2015)
- Case
TheLadders (A)
By: Peter A. Coles, Benjamin Edelman, Brian J. Hall and Nicole Bennett
Despite strong appeal among job seekers and outside recruiters, TheLadders' corporate job listings seem to lag. Could raising prices help solve the problem? TheLadders considers this strategic paradox. View Details
Keywords: Customer Satisfaction; Price; Recruitment; Job Search; Marketing Strategy; Employment Industry
Coles, Peter A., Benjamin Edelman, Brian J. Hall, and Nicole Bennett. "TheLadders (A)." Harvard Business School Case 908-061, April 2008. (Revised March 2015.) (request a courtesy copy.)
- 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
- December 2009
- Article
Closing the Customer Feedback Loop
By: Rob Markey, Fred Reichheld and Andreas Dullweber
Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details
Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain
Markey, Rob, Fred Reichheld, and Andreas Dullweber. "Closing the Customer Feedback Loop." Harvard Business Review 87, no. 12 (December 2009): 43–47.
- 20 Aug 2020
- Working Paper Summaries
Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments
- 23 Mar 2017
- Cold Call Podcast
Cost-cutting Leads to Turbulence in the Airline Industry
- Article
Family Rituals Improve the Holidays
By: Ovul Sezer, Michael I. Norton, Francesca Gino and Kathleen Vohs
Rituals are central to family life. Three studies (N = 1098) tested the relationship between family rituals and holiday enjoyment and demonstrated that family rituals improve the holidays because they amplify family closeness and involvement in the experience. In Study... View Details
Sezer, Ovul, Michael I. Norton, Francesca Gino, and Kathleen Vohs. "Family Rituals Improve the Holidays." Special Issue on the Science of Hedonistic Consumption. Journal of the Association for Consumer Research 1, no. 4 (October 2016): 509–526.
- June 2009
- Teaching Note
Online Restaurant Promotions
By: Benjamin Edelman
Teaching Note for [909034]. View Details
- 01 Dec 2018
- News
Lighting the Way
teams is the ability to develop future leaders. I love to mentor all ages and backgrounds because I personally get great satisfaction in watching others develop into their full potential.” Fueled by their success, she is dedicated to... View Details
- January 2000
- Case
The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case
By: Jill Avery and Gerald Zaltman
An in-depth study of consumers' thoughts and feelings about a branded candy bar. View Details
Keywords: Brand Management; Brand Equity; Brand Communication; Brand ＆ Product Management; Brand Building; Brand Positioning; Brand Storytelling; Brand Strategy; Brand Value; Branding; Marketing; Advertising; Customer Satisfaction; Brands and Branding; Consumer Behavior; Food and Beverage Industry; Consumer Products Industry
Avery, Jill, and Gerald Zaltman. "The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case." Harvard Business School Case 500-083, January 2000.
- 25 Jun 2024
- News
On the Move: Alexis DePree (MBA 2007)
chief supply chain officer, following leadership roles at Target and Amazon. What do you like about the retail sector? No two days are ever the same! It’s dynamic and fast-paced, which makes the work exciting and engaging. The ability to directly impact customer View Details
- 01 Oct 1999
- News
Eight Among Many: Charles W. ("Bill") Cassell
graduate school, earned a master's in education, and is currently substitute teaching in anticipation of a full-time position. As the father of now seven-year-old Alex, Cassell has already found satisfaction contributing to his son's... View Details
Keywords: Eileen McCluskey
- 25 May 2020
- Research & Ideas
Has Occupational Licensing Outlived Its Usefulness?
the higher scrutiny that comes from stringent regulation does not translate to better quality, at least as measured by customer satisfaction metrics. Lagace: What does this mean for consumers? Farronato: It seems that consumers do not... View Details