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  • Article

Market Heterogeneity and Local Capacity Decisions in Services

By: Dennis Campbell and Frances X. Frei
We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in... View Details
Keywords: Customer Satisfaction; Cost; Standards; Service Delivery; Service Operations; Performance Capacity; Performance Productivity; Financial Services Industry; United States
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  • 31 Oct 2018
  • News

Pitching In for Female Leaders

the game, being it on the pitch, on the side of the pitch, or all the way up to the boardroom. “Personal satisfaction and happiness actually comes in when you start doing something for others and making a difference in the lives of the... View Details
  • 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
  • February 2016 (Revised February 2020)
  • Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
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  • 14 May 2020
  • Blog Post

A PRIDE Farewell

efforts to make the HBS experience more accepting for URM MBAs.  Together, for the second year in a row, our partnerships drove PRIDE’s ranking as one of the top five clubs at HBS for student satisfaction and number one for return on... View Details
  • 23 Apr 2019
  • Blog Post

Propel Your Career Forward with Some of Our Favorite Books

practices to help managers lead their teams effectively and find satisfaction in their roles. Regardless of experience, Hill and Lineback’s book offers insights to spur continuous improvement. View Details
  • 01 Sep 2018
  • News

Escape Hatch

Above: Founder Jon Staff at a Getaway tiny house in the Catskills, New York (photo by HollenderX2) Growing up five hours north of Minneapolis, Jon Staff (MBA 2016) was never far from woods, lakes, and a sense of escape. That peace became harder to find while working up... View Details
Keywords: Julia Hanna; Amusement, Gambling, and Recreation Industries; Arts, Entertainment
  • August 2010 (Revised November 2020)
  • Module Note

Integrating Around the Job to Be Done

By: Clayton Christensen, Rory McDonald, Laura E Day and Shaye Roseman
Unlike traditional market segmentations that are based on a correlation of product sales or service with the attributes of the purchaser (such as age, gender, income level, and education level), jobs-based segmentation seeks to understand the causal roots of... View Details
Keywords: Integration Planning; Jobs; Market Segmentation; Customer Satisfaction; Marketing; Jobs and Positions; Marketing Strategy; Segmentation; Integration; Planning
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  • 14 Mar 2023
  • News

8 Best Practices for Creating a Compelling Customer Experience

  • 26 Feb 2019
  • Blog Post

Forget Cash. Here Are Better Ways to Motivate Employees

on how best to reward their workers in ways that will bring them greater job satisfaction and motivate them to work harder. When recruiting, emphasize benefits Talking up a job’s perks, such as flexible work schedules and skill training,... View Details
Keywords: All Industries
  • Profile

Kaki Ettinger

that make a positive impact on the world. Technology is particularly exciting to me, due to its inherent scalability and theoretically infinite potential. The sense of satisfaction I feel when something I have helped to build goes live to... View Details
Keywords: Entertainment / Media; Technology; Entrepreneurship
  • 14 Jan 2019
  • Blog Post

"It'll All Work Out": Two Alumni Discuss Balancing Marriage and Markets

they wanted to be. "As we look at the series of decisions we had to make as a couple, we recognize professional satisfaction is important to both of us – so we start there." In fact, one key decision had been made years earlier:... View Details
  • 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
Keywords: by Martha Lagace; Service
  • July 22, 2024
  • Article

Why People Resist Retirement

By: Teresa M. Amabile
Research suggests making the decision to retire means grappling with three psychological issues. First, identity issues can loom large for any deeply engaged professional. Even a small step away from a career can make a person wonder who they are without it. Second,... View Details
Keywords: Retirement; Identity; Leadership; Satisfaction; Relationships; Age
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  • 01 Sep 2018
  • News

Ask the Expert: Delivering the Goods

Image by Edmon de Haro The US Postal Service prides itself on delivering through rain, sleet, and snow—but what about serious debt? After 11 straight years of losses and declining first-class mail volumes, the USPS saw one glimmer of hope in 2017: an 11.8 percent... View Details
Keywords: Jen McFarland Flint
  • 01 Dec 2017
  • News

Ask the Expert: Human Intelligence

illustration by Taylor Callery illustration by Taylor Callery Artificial intelligence is not a replacement for the human brain. At least not yet. “That is decades away,” says Rudina Seseri (MBA 2005), answering one of the most common questions she hears. As cofounder... View Details
Keywords: April White
  • 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
  • 01 Dec 2006
  • News

2006 MBAs Go to Work

“We encourage them to give function a high priority because it’s been shown to result in the highest career satisfaction from a long-term perspective. The numbers show that our message is being taken to heart.” Class of 2008 Class Size... View Details
Keywords: Colleges, Universities, and Professional Schools; Educational Services
  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations