Publications

11 Mar 2001
Research & Ideas

Wired and Black: Focus on Careers

are," he said. Good managers, he added, should "value what others devalue." "If marketing is the priority, look at manufacturing," Thomas suggested. Seeking Balance In the end, though, all the panelists said job View Details

Keywords: by Carrie Levine

05 May 2015
First Look

First Look: May 5

merely distributed value in each era are explored. Although there is no framework yet for how leaders can create value for all stakeholders, we note that a key theme amongst the companies illustrated is that each was able to align stakeholders' interests to a degree... View Details

Keywords: Carmen Nobel

31 Aug 2010
First Look

First Look: August 31

and mission to provide its guests and employees an enhanced brand experience. The dilemma Atlantis faced was how to integrate the new vision and mission into all the brand touch points in order to improve customer satisfaction and... View Details

Keywords: Sean Silverthorne

03 Jan 2007
First Look

First Look: January 3, 2007

around the globe. As he considers 3i's performance through the first quarter of 2006 (3i's fiscal year 2006), he must balance his satisfaction at the firm's results and progress in the recent buoyant market with the question of whether... View Details

Keywords: Sean Silverthorne

November 2010 (Revised April 2011)
Supplement

Aman Resorts (B)

By: Eugene Soltes and Aldo Sesia

The (B) case describes how employees are rewarded and compensated and is used to supplement the (A) case. View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Compensation and Benefits; Employees; Performance Evaluation; Motivation and Incentives; Accommodations Industry

08 Dec 2009
First Look

First Look: Dec. 8

themselves (Study 2) at different income levels. Data from two national surveys revealed that while laypeople's predictions were relatively accurate at higher levels of income, they greatly overestimated the impact of income on life View Details

Keywords: Martha Lagace

05 Sep 2012
What Do You Think?

Will Business Management Save US Health Care?

for-profit health care organization led to better patient outcomes at the same time that "provider engagement and feeling of satisfaction have increased, our costs have fallen and our net profit has increased." One of the basic... View Details

Keywords: by Jim Heskett; Health

03 Jun 2015
What Do You Think?

Is the Time Right for Self-Management?

29 percent, and customer satisfaction scores actually improved when compared to conventionally managed stores. The effort stalled only when the planned strategy was scaled down and Martin's successor halted further expansion of the... View Details

Keywords: by James Heskett; Retail

21 Jun 2004
Research & Ideas

Racial Diversity Pays Off

benefits emanating from diversity, the two professors wanted to find a company that already had a lot of diversity in its ranks. This led them to the commercial bank. They then collected human resources data on branch demographics, the results of annual employee... View Details

Keywords: by Martha Lagace

September 1999 (Revised July 2006)
Case

Juice Guys (A)

By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle

The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details

Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry

December 2017
Case

Clover Food Lab in 2016

By: Lena G. Goldberg, Sonia Smith and Sandra Bahous

Ayr Muir, founder and CEO of Clover Food Lab, has grown his restaurant chain from a single food truck to 11 thriving stores but he has no interest in running a regional chain. His ambition is to change the way America eats and his goal is national expansion. As he... View Details

Keywords: Restaurant Industry; Food; Growth Management; Strategic Planning; Brands and Branding; Marketing Strategy; Innovation and Management; Customer Satisfaction; Small Business; Expansion; Decision Choices and Conditions; Food and Beverage Industry

Research Summary

Overview

By: Ethan S. Bernstein

I have spent my career studying novel talent management practices and their effect on collaboration and performance. My core research focuses on two interrelated organizational trends that have become salient in the 21st century: workplace transparency (who gets to... View Details

17 Apr 2006
Research & Ideas

Resisting the Seductions of Success

problems—at least, none that his very bright future couldn't take care of. But, by staying in perpetual motion, he is able to substitute a stream of successes and satisfactions for the hard work of grappling with bigger questions about... View Details

Keywords: by Joseph L. Badaracco Jr.; Entertainment & Recreation; Information; Publishing

09 Jan 2018
First Look

First Look at New Research and Ideas, January 9, 2018

experiments in which participants waited in virtual queues, revealed that waiting in last place diminishes wait satisfaction while increasing the probabilities of switching and abandoning queues. After controlling for other factors,... View Details

Keywords: Sean Silverthorne

19 Jul 2004
Research & Ideas

Your Customers: Use Them or Lose Them

her course for Harvard MBA students, Managing Service Operations, which explores interactions between firms and customers. Defy Conventional Wisdom Commerce Bank entered a mature industry where the overall level of customer satisfaction... View Details

Keywords: by Martha Lagace

04 Mar 2002
Research & Ideas

Don’t Lose Money With Customers

customer. "Sometimes it makes sense to have a conversation with customers to find out how satisfied they are, and there are other times when the vendor might be better off drawing inferences from observations of actual customer behavior," Narayandas says.... View Details

Keywords: by Peter K. Jacobs

September 2010 (Revised January 2012)
Case

Emergia: Driving Profitability on Help Desk Contracts

Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details

Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry