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Show Results For
- All HBS Web
(859)
- People (1)
- News (178)
- Research (542)
- Events (3)
- Multimedia (3)
- Faculty Publications (389)
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- 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
- 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
- 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
Soltes, Eugene, and Aldo Sesia. "Aman Resorts (B)." Harvard Business School Supplement 111-015, November 2010. (Revised April 2011.)
- May 25, 2016
- Comment
How Consumers and Businesses are Reshaping Public Health
By: John A. Quelch
Healthcare and education are two issues in which citizens around the world, rich and poor, are passionately interested. It has long been appreciated that the way that a society treats its youngest and oldest members says much about its moral maturity. Economic... View Details
Keywords: Healthcare; Consumer Power; Innovation In Healthcare Delivery; Mobile Healthcare; Transition; Transformation; Trends; Customer Satisfaction; Customer Value and Value Chain; Health Care and Treatment; Information; Collaborative Innovation and Invention; Independent Innovation and Invention; Innovation and Management; Innovation Leadership; Management; Marketing; Markets; Planning; Problems and Challenges; Biotechnology Industry; Chemical Industry; Consumer Products Industry; Distribution Industry; Fashion Industry; Food and Beverage Industry; Green Technology Industry; Health Industry; Insurance Industry; Medical Devices and Supplies Industry; Pharmaceutical Industry; Public Administration Industry; South America; North and Central America; Middle East; Europe; Asia
Quelch, John A. "How Consumers and Businesses are Reshaping Public Health." Harvard Business School Working Knowledge (May 25, 2016).
- 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
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
- 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
- Research Summary
Overview
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
Keywords: Privacy; Transparency; Productivity; Field Experiments; Communication; Design; Human Resources; Leadership; Management; Organizational Design; Organizational Structure; Performance; Groups and Teams; Networks; Behavior; Social and Collaborative Networks; Satisfaction; North America; Europe; Asia; China; Japan; Latin America
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
programs, your satisfaction with existing networks is not so low that you are crying for a revolution. The same is true of advertising: of course, we would prefer not to be bombarded by irrelevant messages, but on the other hand we have... View Details
Keywords: by Martha Lagace
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
of an organization," they continue. "How well a business is able to manage and implement the service delivery process has a direct effect on retention of existing clients, and can have a significant impact on acquiring new business. The result is that View Details
- 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
- 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
- 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
- 20 Dec 2018
- Cold Call Podcast
Using Fintech to Disrupt Eastern Bank from Within
- 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
- 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
- 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
- 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
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.)
- 27 Mar 2012
- First Look
First Look: March 27
experiment carried out in a large business process outsourcing company, we found that socialization focused on personal identity (emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction... View Details
Keywords: Carmen Nobel