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Show Results For
- All HBS Web
(828)
- People (1)
- News (170)
- Research (528)
- Events (3)
- Multimedia (3)
- Faculty Publications (369)
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- 10 Mar 2015
- Research & Ideas
The Surprising Winners and Losers in the Retail Revolution
to what they've done to reinvigorate their business. They looked strategically at all aspects of their offering across the various channels they have at their disposal to maximize customer satisfaction and the return they get on their... View Details
- 12 Mar 2019
- First Look
New Research and Ideas, March 12, 2019
place diminishes wait satisfaction while increasing the probabilities of switching and abandoning queues, with detrimental implications for service capacity. The research suggests that last place aversion can lead to maladaptive customer... View Details
Keywords: Dina Gerdeman
- 12 Jul 2010
- Research & Ideas
Rocket Science Retailing: A Practical Guide
customer satisfaction and sales growth. Q: What typical errors do you see retailers make assessing and investing in new technologies? How can retailers overcome these errors? A: Retailers make several errors concerning new technologies,... View Details
- 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
Keywords: Artificial Intelligence; Algorithms; Machine Learning; Neural Networks; Instagram; Influencer; Fast Fashion; Design; Customer Satisfaction; Customer Focus and Relationships; Decision Making; Cost vs Benefits; Innovation and Invention; Brands and Branding; Product Positioning; Demand and Consumers; Supply Chain; Production; Logistics; Business Model; Expansion; Internet and the Web; Mobile and Wireless Technology; Digital Platforms; Social Media; Technology Industry; Fashion Industry; North and Central America; United States; New York (state, US); New York (city, NY)
- 01 Jul 2008
- First Look
First Look: July 1, 2008
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 to consistently, and... View Details
Keywords: Martha Lagace
- 09 Sep 2008
- First Look
First Look: September 9, 2008
With a combination of rock-bottom prices, simplicity, and a focus on customer satisfaction backed by a unique low-cost infrastructure, Telmore's business model, with its powerful virtuous cycles, proved to be the most successful... 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 2025
- Case
A Tiger in the Tank: Exxon Sues Investors
By: Clayton S. Rose, Sarah Sasso and James Weber
In June 2024, investors were trying to make sense of ExxonMobil’s (Exxon) lawsuit against two impact investors, Arjuna Capital (Arjuna) and Follow This, that had just been dismissed by the U.S. District Court of Northern Texas. Exxon’s suit challenged the rights of two... View Details
Keywords: Disruption; Talent and Talent Management; Customer Satisfaction; Decision Making; Demographics; Ethics; Corporate Accountability; Employees; Recruitment; Retention; Leadership; Crisis Management; Risk Management; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Change and Adaptation; Civil Society or Community; Social Issues; Adaptation; Investment Activism; Lawsuits and Litigation; Business and Shareholder Relations; Medical Devices and Supplies Industry; Health Industry; Energy Industry; United States; Netherlands; Norway
Rose, Clayton S., Sarah Sasso, and James Weber. "A Tiger in the Tank: Exxon Sues Investors." Harvard Business School Case 325-015, January 2025.
- 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
- 21 May 2013
- First Look
First Look: May 21
Bonuses Increase Employee Satisfaction and Team Performance By: Anik, Lalin, Lara B. Aknin, Michael I. Norton, Elizabeth W. Dunn, and Jordi Quoidbach Abstract—In two field studies, we explore the impact of providing employees and... View Details
Keywords: Sean Silverthorne
- 10 Apr 2012
- First Look
First Look: April 10
he began to share his insights more widely with family, friends, and students. In this groundbreaking book, Christensen puts forth a series of questions: How can I be sure that I'll find satisfaction in my career? How can I be sure that... View Details
Keywords: Carmen Nobel
- 15 Sep 2011
- Research & Ideas
High Ambition Leadership
They instituted an incentive scheme that gave employees a financial stake in the performance of the business. They invested in IT systems and other tools to improve the ability of frontline call-center workers to deliver superior customer service. They put in place... View Details
Keywords: by Martha Lagace
- 31 Jul 2012
- First Look
First Look: July 31
the Dutch IT outsourcing market and regularly wins high customer- satisfaction marks. The growing workload and 100% promise to customers have increased the pressure on its non-hierarchical teams of engineers, as well as the hiring speed,... View Details
Keywords: Carmen Nobel
- 14 Feb 2012
- First Look
First Look: February 14
(emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction and greater employee retention after six months, compared to (a) socialization that focused on organizational identity... View Details
Keywords: Carmen Nobel
- 15 Jul 2008
- First Look
First Look: July 15, 2008
relentless execution—efficient, timely, consistent production and delivery of goods or services—is the surefire path to customer satisfaction and positive financial results. But this is a myth in the knowledge economy, argues Edmondson, a... View Details
Keywords: Martha Lagace
- August 2021
- Case
Zoom Video Communications: Building a Culture of Diversity, Equity, & Inclusion During COVID-19
By: Karen G. Mills, Scott Duke Kominers, Christopher Stanton, Andy Wu, George Gonzalez and Gabriella Elanbeck
Keywords: Diversity Management; Diversity Training; Cultural Change; Cultural Diversity; Inclusion; Inclusive Growth; Inclusive Hiring; Hiring; Hiring Of Employees; Recruiting; Performance Management; Change Leadership; Race And Ethnicity; Racial Bias; Racial Disparity; Racial Injustice; Racial Tensions; Racism; Organization; Organization Process; Organization Structure; Structural/institutional Racism; Leadership And Change Management; Leadership And Managing People; Leading; Gender Bias; Discrimination; Inequalities; Inequality; Social Change; Employee Attitude Development And Empowerment; Employee Bonding; Employee Empowerment; Employee Engagement; Employee Fairness; Employee Morale; Employee Performance Management; Employee Relations; Company Culture; Company Values; Values; COVID-19 Pandemic; Demographics; Diversity; Age; Ethnicity; Gender; Business Processes; Change Management; Change; Race; Human Capital; Human Resources; Compensation and Benefits; Employees; Employee Relationship Management; Recruitment; Retention; Selection and Staffing; Jobs and Positions; Job Interviews; Leadership; Leading Change; Management; Management Teams; Business or Company Management; Crisis Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Growth Management; Management Style; Organizational Change and Adaptation; Organizational Culture; Organizational Design; Organizational Structure; Organizations; Mission and Purpose; Culture; Happiness; Prejudice and Bias; Satisfaction; Equity; Identity; Leadership Style; Values and Beliefs; Technology Industry; United States
- May 2022
- Supplement
Maestro Pizza (C): Taking the Fight Outside
By: Ramon Casadesus-Masanell and Fares Khrais
Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza at affordable prices. The business grew rapidly and under the radar at first, but soon enough caught the attention of... View Details
Keywords: Competitive Strategy; Competitive Advantage; Competition; Market Entry and Exit; Emerging Markets; Business Startups; Corporate Entrepreneurship; Product Positioning; Disruption; Disruptive Innovation; Advertising; Advertising Campaigns; Social Media; Forecasting and Prediction; Crisis Management; Growth and Development Strategy; Brands and Branding; Product Development; Production; Service Delivery; Business Growth and Maturation; Financial Statements; Cost Management; Analysis; Quality; Performance Consistency; Customer Satisfaction; Profit; Family Ownership; Food and Beverage Industry; Middle East; Saudi Arabia
Casadesus-Masanell, Ramon, and Fares Khrais. "Maestro Pizza (C): Taking the Fight Outside." Harvard Business School Supplement 722-401, May 2022.
- 05 Mar 2019
- First Look
New Research and Ideas, March 5, 2019
customers routinely selected cards that although profitable for the bank could be a poor fit for customers’ needs—leading to low satisfaction scores, cancellations, and occasionally, financial distress. To that end, the company’s... View Details
Keywords: Dina Gerdeman
- 19 Feb 2019
- First Look
New Research and Ideas, February 19, 2019
firm. Providing participants with the opportunity to interact with an expert, or even another participant, dampens anxiety’s negative effects on choice satisfaction and, by extension, firm trust. Interestingly, we find that very few... View Details
Keywords: Sean Silverthorne
- March 2021 (Revised February 2025)
- Teaching Note
Afterpay U.S.: The Omnichannel Dilemma
By: Antonio Moreno and Anibha Singh
Teaching Note for HBS Case No. 519-086. In 2018, Nick Molnar, the founder of the Australia-based online payment service Afterpay began its expansion to the U.S. market. The service had gained a loyal following in Australia by enabling customers to pay for online... View Details
Keywords: Omnichannel Retail; Digital Marketing; Business Startups; Business Growth and Maturation; Business Model; Business Organization; For-Profit Firms; Change Management; Customer Value and Value Chain; Customer Relationship Management; Customer Satisfaction; Financing and Loans; Microfinance; Global Strategy; Marketing Strategy; Market Entry and Exit; Digital Platforms; Product Development; Supply Chain Management; Business and Stakeholder Relations; Networks; Network Effects; Internet and the Web; Financial Services Industry; Technology Industry; United States; Australia