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  • June 2018
  • Teaching Note

Difficult Conversations and Dealing with Challenging Situations at Work

By: Boris Groysberg and Amram Migdal
Teaching Note for HBS Nos. 416-031, 416-032, 416-033, 416-034, 416-035, and 416-036. View Details
Keywords: Communication; Communication Intention and Meaning; Human Resources; Employee Relationship Management; Management Skills; Performance; Performance Evaluation; Personal Development and Career; Relationships; Groups and Teams; Social Psychology; Attitudes; Behavior; Conflict and Resolution; Conflict Management; Emotions; Perception; Personal Characteristics; Perspective; Power and Influence; Prejudice and Bias; Reputation; Satisfaction; Trust
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Groysberg, Boris, and Amram Migdal. "Difficult Conversations and Dealing with Challenging Situations at Work." Harvard Business School Teaching Note 418-084, June 2018.
  • February 5, 2009
  • Comment

In Praise of Marketing

By: John A. Quelch
Many dismiss marketing as manipulative, deceptive, and intrusive. Marketing, they argue, focuses too much of our attention on material consumption. More recently, Benjamin Barber, in his 2007 book Consumed, claims that marketing is "sucking up the air from every other... View Details
Keywords: Marketing; Consumer Loyalty; Local Vs. Global Branding; Multi-national Brands; Misleading and Fraudulent Advertising; Customer Value and Value Chain; Customer Satisfaction; Globalized Economies and Regions; Cross-Cultural and Cross-Border Issues; Multinational Firms and Management; Globalized Markets and Industries; Brands and Branding; Marketing Communications; Marketing Strategy; Product Positioning
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Quelch, John A. "In Praise of Marketing." Harvard Business School Working Knowledge (February 5, 2009).
  • June 2011
  • Article

The Paradox of Excellence

By: Thomas J. DeLong and Sara DeLong
Why is it that so many smart, ambitious professionals are less productive and satisfied than they could be? We argue that it's often because they're afraid to demonstrate any sign of weakness. They're reluctant to ask important questions or try new... View Details
Keywords: Employees; Innovation and Invention; Strength and Weakness; Performance Productivity; Risk and Uncertainty; Motivation and Incentives; Satisfaction
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DeLong, Thomas J., and Sara DeLong. "The Paradox of Excellence." Harvard Business Review 89, no. 6 (June 2011).
  • 01 Aug 2005
  • Research & Ideas

How to Choose the Best Deal

million for the Abbott estate and $1.8 million for the orchard property. If Jim has taken both monetary issues and personal satisfaction into account, then the two deals should be equivalent at his stipulated upper limits. That's because... View Details
Keywords: by Michael Wheeler
  • 26 Jan 2004
  • Research & Ideas

What Developing-World Companies Teach Us About Innovation

the psychological satisfaction of creating patrimonio, something of enduring value to be passed on to the next generation. The insight that buildings represented more than simple utility helped CEMEX position a program aimed at these... View Details
Keywords: by Donald N. Sull, Alejandro Ruelas-Gossi & Martin Escobari
  • 08 Dec 2008
  • Research & Ideas

Thinking Twice About Supply-Chain Layoffs

inventory to distribution centers. "I call these people supply-chain foot soldiers." Having items in storage areas but not on the selling floor didn't count at all in their evaluations, but it counts a lot in customer satisfaction and... View Details
Keywords: by Julia Hanna; Retail
  • January 2010 (Revised April 2010)
  • Case

Credit Suisse Group: Managing Equity Research as a Business

By: Boris Groysberg, Paul M. Healy and Sarah Abbott
In 2003, in the midst of industry turmoil and company-specific challenges, Stefano Natella was named Global Head of Equity Research at Credit Suisse. Over a six-year period, Natella implemented and refined a new methodology for valuing equity research analysts, both... View Details
Keywords: Business Model; Change Management; Customer Satisfaction; Compensation and Benefits; Selection and Staffing; Balanced Scorecard; Organizational Change and Adaptation; Financial Services Industry
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Groysberg, Boris, Paul M. Healy, and Sarah Abbott. "Credit Suisse Group: Managing Equity Research as a Business." Harvard Business School Case 410-073, January 2010. (Revised April 2010.)
  • February 1996 (Revised November 1996)
  • Case

Wainwright Industries (A): Beyond the Baldrige

By: Rosabeth M. Kanter and Norman Klein
Traces the growth of Wainwright, a small automotive supply company, focusing on its commitment to quality in 1981 and the evolution of its quality culture. Breakthrough programs that stress "trust and belief" in the workforce and commitment to customers result in... View Details
Keywords: Quality; Customer Satisfaction; Customer Relationship Management; Ethics; Business or Company Management; Standards; Machinery and Machining; Organizational Change and Adaptation; Organizational Culture; Auto Industry; Missouri
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Kanter, Rosabeth M., and Norman Klein. "Wainwright Industries (A): Beyond the Baldrige." Harvard Business School Case 396-219, February 1996. (Revised November 1996.)
  • 05 Feb 2013
  • First Look

First Look: Feb. 5

leadership had seen dramatic gains in productivity, quality, and worker satisfaction in manufacturing plants where it had implemented teaming, which was designed to move decision making as close to the product as possible by delegating... View Details
Keywords: Sean Silverthorne
  • January 2022 (Revised August 2022)
  • Case

Hello Heart: The Next Generation of Chronic Disease Management Apps

By: Ariel D. Stern and Danielle Golan
Hello Heart, a hypertension management app debated whether to go deep and cover other heart conditions, or to expand its solution to other chronic conditions. View Details
Keywords: Health; Health Care and Treatment; Information Technology; Mobile and Wireless Technology; Analysis; Business Startups; Transition; Customer Focus and Relationships; Customer Satisfaction; Decision Making; Demographics; Design; Entrepreneurship; Venture Capital; Technological Innovation; Growth and Development Strategy; Product Launch; Product Design; Product Development; Business Strategy; Competitive Strategy; Competitive Advantage; Customization and Personalization; Business Growth and Maturation; Business Model; Strategy; Applications and Software; Health Industry; Technology Industry; Israel; United States
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Stern, Ariel D., and Danielle Golan. "Hello Heart: The Next Generation of Chronic Disease Management Apps." Harvard Business School Case 622-061, January 2022. (Revised August 2022.)
  • 06 Aug 2020
  • Research & Ideas

Who Will Give You the Best Professional Guidance?

frequency of promotions, employee satisfaction surveys, and external recognition as leaders and contributors. Learn more about how internal coaching and talent and development is evolving inside organizations. Therapist What used to be... View Details
Keywords: by Julia B. Austin
  • 12 Mar 2018
  • Op-Ed

Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist

innovations and superior service that companies create customer satisfaction and loyalty. That, in turn, leads to increased revenues and ultimately greater profitability—the basis for creating ongoing shareholder value. The key to... View Details
Keywords: by Bill George; Banking
  • 05 Jul 2006
  • Research & Ideas

Reinventing the Dowdy Savings Bond

product," he adds. "But they're an attractive product for some savers, particularly those who find it difficult to open a bank account and want to put some money where they're not going to think about it." For now, Tufano has the View Details
Keywords: by Julia Hanna; Banking; Financial Services
  • 07 Nov 2005
  • What Do You Think?

Is Less Becoming More?

Too much innovation merely increases complexity without creating economic benefits for either the producer or the consumer. In his book, The Paradox of Choice, Barry Schwartz maps the adverse impact of what he calls the "culture of abundance" on everything... View Details
Keywords: by James Heskett; Consumer Products
  • 06 Mar 2018
  • First Look

First Look at Research and Ideas, March 6, 2018

customer satisfaction, differences among customers account for 96%–97% of this variance, while differences among employees, processes, locations, and markets make up the remainder. Further analysis reveals that customers tend to report relatively consistent View Details
Keywords: Sean Silverthorne
  • September 1999 (Revised February 2004)
  • Case

Juice Guys (B)

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
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Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (B)." Harvard Business School Case 800-123, September 1999. (Revised February 2004.)
  • July 1990
  • Case

Ceramics Process Systems Corp. (B)

By: Kim B. Clark and Brent D. Barnett
Ceramics Process Systems (CPS) is an advanced ceramics company facing problems with lead time in product/process development, and late delivery of prototype parts to its customers. Engineering is confronted with difficult technical problems and multiple objectives... View Details
Keywords: Product Development; Business Processes; Management Practices and Processes; Supply Chain Management; Machinery and Machining; Goals and Objectives; Resource Allocation; Customer Satisfaction; Customer Value and Value Chain; Manufacturing Industry
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Clark, Kim B., and Brent D. Barnett. "Ceramics Process Systems Corp. (B)." Harvard Business School Case 691-006, July 1990.
  • 28 Oct 2013
  • Research & Ideas

Responsible Leadership in an Unforgiving World

to follow. But, Badaracco argues, those who do will reap more lasting satisfaction from their work—not in spite of this struggle, but because of it. "Leaders are motivated by having a good life, but it's surprising how many people who... View Details
Keywords: by Michael Blanding
  • 10 Jun 2013
  • Research & Ideas

How Numbers Talk to People

primary appeal of Expedia had become convenience—and change/cancel fees were not convenient. Analysts looked at customer satisfaction rates, and they were particularly low for customers who had to pay the fees. Expedia's call center... View Details
  • 05 May 2009
  • First Look

First Look: May 5, 2009

Authors:Ryan W. Buell, Dennis Campbell, and Frances X. Frei Publication:Production and Operations Management (forthcoming) Abstract This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and... View Details
Keywords: Martha Lagace
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