Publications

Find at Harvard

15 May 2013
Research & Ideas

From McRibs to Maseratis: The Power of Scarcity Marketing

satisfaction even as companies ring up increased sales. Applying this principle is straightforward when it comes to ephemeral delights such as movies and bunless sandwiches. But what about major purchases? Derek Lee is an aspiring actor... View Details

Keywords: Re: Michael I. Norton

04 Sep 2018
First Look

New Research and Ideas, September 4, 2018

report different levels of satisfaction or enjoyment of their interactions (Study 3). Finally, in Study 4 we document that individuals’ lay beliefs are in direct opposition to our findings: participants believe that authors of warmly... View Details

Keywords: Dina Gerdeman

January 2025
Case

Netflix: Takedown Troubles

By: Clayton S. Rose, Tom Quinn and Maxim Pike Harrell

In October 2021, Netflix Co-CEO Ted Sarandos sent an all-staff email addressing backlash to comedian Dave Chappelle’s new stand-up special, The Closer. Released on October 5, the comedian’s depiction of the transgender community and other LGBTQ+ groups prompted... View Details

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

15 Mar 2011
First Look

First Look: March 15

(DA) at North Atlantic Hospital (NAH), faces several significant challenges. Staff satisfaction surveys confirmed her assessment that department faculty morale was low, the tenure and promotion system was perceived as opaque and biased... View Details

Keywords: Sean Silverthorne

23 Dec 2002
Research & Ideas

Partnering and the Balanced Scorecard

large operating losses into positive operating margins, while achieving levels of patient care and satisfaction that were ranked best in their category. Having constructed the high-level strategy map and scorecard, leaders cascade the... View Details

Keywords: by Robert S. Kaplan & David P. Norton

January 2009 (Revised June 2010)
Case

Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture

By: Ranjay Gulati

Customer centricity has been an important part of the culture at Cisco Systems since its inception. While part of this is attributable to values put in place by the founders and retained by subsequent management, it is also closely interwoven with its organizational... View Details

Keywords: Customer Satisfaction; Organizational Design; Organizational Structure; Organizational Change and Adaptation; Change Management; Organizational Culture; Research and Development; Job Cuts and Outsourcing; Employees; Brands and Branding; Customer Relationship Management; Business Units

August 2002 (Revised June 2006)
Case

Great Dakota Bank: Online Banking

By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar

In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details

Keywords: Banks and Banking; Internet and the Web; Customer Relationship Management; Consumer Behavior; Demand and Consumers; Technological Innovation; Customer Value and Value Chain; Customer Satisfaction; Management; Service Operations; Banking Industry

11 Nov 2014
First Look

First Look: November 11

satisfaction and willingness to exert effort. Publisher's link: https://archive.harvardbusiness.org/cla/web/pl/product.seam?c=35966&i=35968&cs=c47cdb98df17b9135950d44df0b063b0 November 2014 Zhongguo ke xue yuan yuan kan [Bulletin... View Details

Keywords: Sean Silverthorne

11 Apr 2007
Research & Ideas

Adding Time to Activity-Based Costing

generate increased profits. They provide the link between customer satisfaction and improved financial performance. Scorecard measures of the incidence of unprofitable customers and the magnitude of losses from unprofitable relationships... View Details

Keywords: by Sarah Jane Gilbert

18 Dec 2012
First Look

First Look: December 18

greater customer satisfaction and employee retention after six months as compared to (a) socialization that focused on organizational identity (emphasizing the pride to be gained from organizational affiliation) and (b) the organization's... View Details

Keywords: Carmen Nobel

16 Mar 2010
First Look

First Look: March 16

his team undertake a systematic analysis of the drivers of customer satisfaction and branch network profitability and, based on the results, must decide how to change TD-Canada Trust's branch compensation and performance reporting systems... View Details

Keywords: Martha Lagace

21 Apr 2009
First Look

First Look: April 21, 2009

the lowest employee satisfaction scores and highest employee turnover rate among all of the departments at EMU. Furthermore, her new unit was infamous for its culture of confrontation, blaming, and favoritism. The staff that has remained... View Details

Keywords: Martha Lagace

January 2025
Case

Shifting Winds: DEI in Corporate America

By: Clayton S. Rose, Maisie Wiltshire-Gordon and David Lane

In the 2020s, intense and conflicting social and political pressures challenged organizational leaders around the world. Prominent among these were powerful competing views on workplace diversity, equity, and inclusion programs (DEI) in the United States. Public... View Details

01 Sep 2015
First Look

First Look -- September 1, 2015

performance. Using panel data from the Japanese National Hospital Organization, we analyze performance improvements following regulation requiring standardized measurement and peer disclosure of absolute and relative patient satisfaction... View Details

Keywords: Sean Silverthorne

20 Feb 2006
Research & Ideas

Are Company Founders Underpaid?

The interests of these "organizationally centered" executives are more likely to be aligned with those of the owners. Stewards identify closely with the organization and thus derive higher satisfaction from behaviors that... View Details

Keywords: by Sarah Jane Gilbert; Financial Services; Technology

04 Jun 2013
First Look

First Look: June 4

that allowed the Clinic to excel at patient satisfaction without jeopardizing its traditional strengths. Publisher's link:... View Details

Keywords: Sean Silverthorne

07 Mar 2017
First Look

First Look at New Research, March 7

location. Purchase this case: https://cb.hbsp.harvard.edu/cbmp/product/817063-PDF-ENG Harvard Business School Case 517-093 Bringing Digital to Wimbledon It was mid-December 2016 as Alexandra (Alex) Willis read with satisfaction that The... View Details

Keywords: Sean Silverthorne

December 2018
Case

Choosy

By: Jeffrey J. Bussgang and Julia Kelley

Founded in 2017, Choosy is a data-driven fashion startup that uses algorithms to identify styles trending on social media. After manufacturing similar items using a China-based supply chain, Choosy sells them to consumers through its website and social media pages.... View Details