Publications

September 2021
Article

Income More Reliably Predicts Frequent Than Intense Happiness

By: Jon M. Jachimowicz, Ruo Mo, Adam Eric Greenberg, Bertus Jeronimus and Ashley V. Whillans

There is widespread consensus that income and subjective well-being are linked, but when and why they are connected is subject to ongoing debate. We draw on prior research that distinguishes between the frequency and intensity of happiness to suggest that higher income... View Details

Keywords: Life Satisfaction; Time Use; Happiness; Income; Money; Satisfaction

Register to Read

12 Jun 2014
News

When Success Feels Empty

Keywords: satisfaction; happiness; generativity; work-life balance

2019
Article

Preferences for Experienced Versus Remembered Happiness

By: Cassie Mogilner and Michael I. Norton

Consider two types of happiness: one experienced on a moment-to-moment basis, the other a reflective evaluation where people feel happy looking back. Though researchers have measured and argued the merits of each, we inquired into which happiness people say they want.... View Details

Keywords: Well-being; Life Satisfaction; Experience; Retrospective; Time; Happiness; Satisfaction; Welfare; Perception

2013
Book

What You're Really Meant To Do: A Road Map for Reaching Your Unique Potential

By: Robert Steven Kaplan

How do you create your own definition of success—and reach your unique potential? Building a fulfilling life and career can be a daunting challenge. It takes courage and hard work. Too often, we charge down a path leading to "success" as defined by those around us—and... View Details

Keywords: Career Planning; Vocational Guidance; Job Satisfaction; Satisfaction; Personal Development and Career; Customization and Personalization

June 2021
Case

Chris Ernst: Purpose, People, Progress

By: Boris Groysberg, Robert Cross, Robin Abrahams and Katherine Connolly Baden

Executive Chris Ernst uses a unique personal strategy to define his six life roles (spiritual explorer, natural being, development pioneer, global/local citizen, thriving family, true friend) and achieve harmony among them. View Details

Keywords: Self-awareness; Self-discovery; Self-affirmation; Life Satisfaction; Work-Life Balance; Identity; Personal Development and Career; Family and Family Relationships; Happiness; Technology Industry; United States

2012
Module Note

Endeavouring Towards Customer Satisfaction: A Case Study of TVS Motor Company Ltd.

By: Shashank Shah and Shashank Shah

Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Engagement; Auto Industry; India

November 2022
Article

The Sharp Spikes of Poverty: Financial Scarcity Is Related to Higher Levels of Distress Intensity in Daily Life

By: Jon M. Jachimowicz, Erin L. Frey, Sandra C. Matz, Bertus F. Jeronimus and Adam D. Galinsky

Although income is an important predictor of life satisfaction, the precise forces that drive this relationship remain unclear. We propose that financial resources afford individuals a path to reducing the distressing impact of everyday hassles, in turn increasing... View Details

Keywords: Distress; Affect; Control; Financial Scarcity; Life Satisfaction; Income; Poverty; Well-being

Article

Joy and Rigor in Behavioral Science

By: Hanne K. Collins, Ashley V. Whillans and Leslie K. John

In the past decade, behavioral science has seen the introduction of beneficial reforms to reduce false positive results. Serving as the motivational backdrop for the present research, we wondered whether these reforms might have unintended negative consequences on... View Details

Keywords: Open Science; Pre-registration; Exploration; Confirmation; False Positives; Career Satisfaction; Science; Research; Personal Development and Career; Satisfaction; Diversity

27 Oct 2014
News

Track Customer Service, but Don't Forget the Financials

Keywords: customer satisfaction; financial results; front line employees; decision making

June 2008
Case

Treadway Tire Company: Job Dissatisfaction and High Turnover at the Lima Plant

By: C. Wickham Skinner and Heather Beckham

Treadway Tire's plant in Lima, Ohio must confront strong job dissatisfaction and high turnover among its line foremen. The foremen are caught in the middle of an adversarial relationship between the union and management, and they must cope with the needs and interests... View Details

Keywords: Superior ＆ Subordinate; Labor Relations; Work Force Management; Human Resource Management; Hiring; Job Satisfaction; Management; Leadership; Retention; Rank and Position; Organizational Culture; Change Management; Selection and Staffing; Satisfaction; Personal Development and Career; Labor and Management Relations; Manufacturing Industry; Auto Industry; Ohio

Teaching Interest

Managing Service Operations - MBA Elective Curriculum

By: Ryan W. Buell

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details

Keywords: Service Delivery; Customer Satisfaction; Customer Loyalty; Quality; Employees; Service Models; Service Industry

Teaching Interest

Transforming Customer Experiences - Executive Education

By: Ryan W. Buell

In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details

Keywords: Service Delivery; Customer Satisfaction; Customer Loyalty; Quality; Employees; Service Models; Service Industry

June 2008
Teaching Note

The Treadway Tire Company: Trouble at the Lima Tire Plant (Brief Case)

By: C. Wickham Skinner and Heather Beckham

Teaching Note for (2189) View Details

Keywords: Superior ＆ Subordinate; Labor Relations; Work Force Management; Human Resource Management; Hiring; Job Satisfaction; Leadership; Selection and Staffing; Change Management; Satisfaction; Organizational Culture; Rank and Position; Labor and Management Relations

Research Summary

Overview

By: Ryan W. Buell

From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details

May 2016
Case

OPET: Precision Marketing in Uncertain Times

By: Rajiv Lal, Esel Çekin and Eren Kuzucu

During Timucin Guler’s decade at OPET, a prominent fuel distributor in Turkey, he transformed the definition of marketing in the company. Under Guler’s lead, OPET, once a local player in the downstream distribution market, became the second largest fuel distributor in... View Details

Keywords: Customer Satisfaction; Customer Service; Emerging Market; Focusing On Customers; Competition; Turkey; Loyalty Program; Marketing Strategy; Downstream Distribution; Customer Relationship Management; Energy Industry; Turkey

04 Mar 2024
What Do You Think?

Do People Want to Work Anymore?

(AdobeStock/Halfpoint) Sometimes we experience what Yogi Berra described as “déjà vu all over again.” It happened to me several weeks ago and left me wondering whether it’s déjà vu or whether things really have changed. Years ago, my colleague at Harvard Business... View Details

Keywords: by James Heskett

March 2009
Case

Barbara Norris: Leading Change in the General Surgery Unit

By: Boris Groysberg, Nitin Nohria and Deborah Bell

Barbara Norris struggles to address the many problems facing her as a recently promoted nurse manager in the General Surgery Unit (GSU) at Eastern Massachusetts University Hospital (EMU). She has inherited a unit with the lowest employee satisfaction scores and highest... View Details

Keywords: Employee Relationship Management; Leading Change; Service Delivery; Organizational Change and Adaptation; Organizational Culture; Groups and Teams; Motivation and Incentives; Satisfaction; Health Industry

1991
Article

Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

By: Leonard A. Schlesinger and Jeffrey Zornitsky

Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details

Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction