satisfaction - Publications - Faculty & Research

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

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

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

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

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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

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

September 2023 (Revised May 2025)
Teaching Note

On

By: Ramon Casadesus-Masanell, Karolin Frankenberger, Sascha Mader, Jordan Mitchell and Karen Elterman

Teaching Note for "On," HBS Case No. 723-430. On is a premium performance running shoe company founded in Switzerland in 2010. The company rapidly gained traction through its unique CloudTec cushioning technology, its innovative midsole plate called the Speedboard, and... View Details

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August 2023
Technical Note

Two Ways of Pursuing a Calling

By: Leslie Perlow and Hannah Weisman

Work can be a means to a financial end, a stepping stone to higher-level jobs, or a meaningful end in itself: a calling. The technical note provides an overview of two different ways people can pursue a calling: with an internal focus or external focus. View Details

Keywords: Personal Development and Career; Job Search; Job Design and Levels; Happiness; Identity; Well-being; Motivation and Incentives; Human Needs; Satisfaction; Mission and Purpose; Health Industry; Music Industry; Education Industry; Fine Arts Industry; Motion Pictures and Video Industry

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January 1993 (Revised April 1993)
Case

Chadwick, Inc.: The Balanced Scorecard

By: Robert S. Kaplan

The pharmaceutical division of a diversified company has been asked to develop a Balanced Scorecard. Research and development projects take about ten years to bring a new product to the marketplace and the division depends on good relations and active feedback from its... View Details

Keywords: Balanced Scorecard; Performance Evaluation; Customer Relationship Management; Goals and Objectives; Customer Satisfaction; Research and Development; Marketplace Matching; Financial Condition; Product Launch; Pharmaceutical Industry

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04 Sep 2001
Lessons from the Classroom

Getting Back on Course

achievement. "It's possible to have both family satisfaction and professional success," Hart asserts. "However, you may focus your energy more intensively on one of these goals at a time. Some of the women in the program... View Details

Keywords: by Martha Lagace

September 2023 (Revised September 2023)
Supplement

On

By: Ramon Casadesus-Masanell, Karolin Frankenberger, Sascha Mader, Jordan Mitchell and Karen Elterman

Slides to support the teaching of the On case, 723-430. On is a premium performance running shoe company founded in Switzerland in 2010. The company rapidly gained traction through its unique CloudTec cushioning technology, its innovative midsole plate called the... View Details

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November 1995 (Revised March 2004)
Case

Massachusetts General Hospital: CABG Surgery (A)

By: Steven C. Wheelwright and James Weber

A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided. View Details

Keywords: Health Care and Treatment; Medical Specialties; Business Processes; Mission and Purpose; Product Positioning; Product Marketing; Management Practices and Processes; Customer Satisfaction; Service Delivery; Service Operations; Fair Value Accounting; Ethics; Pharmaceutical Industry; Health Industry; Massachusetts

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03 Apr 2012
First Look

First Look: April 3

leadership development programs for residents. The authors first present a definition of clinical leadership and highlight evidence that effective frontline clinical leadership improves both clinical outcomes and satisfaction for patients... View Details

Keywords: Carmen Nobel

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

17 Jan 2017
First Look

First Look at New Research: January 17

psychological and organizational sciences, we argue that engaging in future-oriented thinking about specific work goals while commuting, what we call work-related prospection, positively influences job satisfaction because it facilitates... 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

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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