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Show Results For
- All HBS Web
(835)
- People (1)
- News (178)
- Research (546)
- Events (3)
- Multimedia (3)
- Faculty Publications (387)
- 2011
- White Paper
Brands Are People Too! Harnessing the Power of Brand Warmth and Competence
By: Chris Malone, Jill Avery and S. T. Fiske
Research in customer behavior has revealed that the way humans respond to brands is simply an extension of the way they instinctively perceive, judge, and behave towards one another. Understanding how consumers judge brands using social processes akin to those used in... View Details
Keywords: Brands; Brand Management; Customer Relationship Management; CRM; Brand Positioning; Brand Equity; Customers; Customer Focus and Relationships; Customer Satisfaction; Brands and Branding; Marketing; Marketing Communications; Marketing Strategy; Consumer Products Industry
Malone, Chris, Jill Avery, and S. T. Fiske. "Brands Are People Too! Harnessing the Power of Brand Warmth and Competence." White Paper Series, Relational Capital Group, Newtowne Square, PA, 2011.
- December 2012
- Case
Delwarca Software Remote Support Unit
By: Roy D. Shapiro and Paul E. Morrison
Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise... View Details
Keywords: Service Operations; Service Delivery; Mathematical Methods; Applications and Software; Problems and Challenges; Customer Satisfaction; Information Technology Industry
Shapiro, Roy D., and Paul E. Morrison. "Delwarca Software Remote Support Unit." Harvard Business School Brief Case 913-541, December 2012.
- 02 Nov 2020
- What Do You Think?
Is Antitrust Just a Quaint Notion in the Digital Age?
etc.” Several responses questioned whether there was damage to the consumer, often at issue in antitrust. As Shoshanna Zuboff pointed out, in “free” high-tech services, the consumer benefits and resulting satisfaction are highly visible;... View Details
Keywords: by James Heskett; Retail; Technology; Telecommunications; Communications; Consumer Products; Service
- December 2017
- Case
Clover Food Lab in 2016
By: Lena G. Goldberg, Sonia Smith and Sandra Bahous
Ayr Muir, founder and CEO of Clover Food Lab, has grown his restaurant chain from a single food truck to 11 thriving stores but he has no interest in running a regional chain. His ambition is to change the way America eats and his goal is national expansion. As he... View Details
Keywords: Restaurant Industry; Food; Growth Management; Strategic Planning; Brands and Branding; Marketing Strategy; Innovation and Management; Customer Satisfaction; Small Business; Expansion; Decision Choices and Conditions; Food and Beverage Industry
Goldberg, Lena G., Sonia Smith, and Sandra Bahous. "Clover Food Lab in 2016." Harvard Business School Case 318-094, December 2017.
- 01 Sep 2012
- News
A Silent Workplace Crisis
reduce the stress that worsens health. My tenure as my parents’ caregiver lasted a decade. In time, feelings of frustration, exhaustion, and grief over the loss of work that I loved and the parents I was losing were eventually replaced by a profound View Details
- 24 Oct 2013
- News
Engineering a More Secure World
governments. But Harris's satisfaction is as much personal as professional. "I come from inner-city Chicago, an area that was decimated by drugs," the 60 year old says. "To think we can do something to prevent some young people from... View Details
- Web
Instant Photography Is Launched | Baker Library
hands of amateurs, customers would send their cameras with a roll of one hundred exposed images inside to Kodak’s factory to be developed and printed. By removing most of the manipulative barriers between the photographer and photograph, it is hoped that many of the... View Details
- 18 Jun 2024
- Blog Post
Alumni Career Journey: Ben Schutzman (MBA 2016) - Driving Positive Impact on Community and Climate
and setting yourself up for success from a broader career satisfaction standpoint. Finally, use your network. It is amazing where all those opportunities come from if you get out there and start having conversations. Going to your network... View Details
- 25 Aug 2022
- News
Case Study: Sound Check
improved long-term retention rates. In the early days, it’s best to optimize for product feedback. If it’s easier to sell to smaller customers (with more volume), stick with this segment and treat the feedback as gold. Rapidly iterate your product and focus on... View Details
- 01 Oct 1999
- News
The Class of 1974: Timed for a Change
his greeting: "A general manager has a social responsibility that requires a professional response. I hope that your two years at the Harvard Business School will enable you to contribute an effective response to this serious challenge and that you derive pleasure and... View Details
Keywords: Charles B. ("Chuck") Mercer
- 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
- 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
- 05 Sep 2012
- What Do You Think?
Will Business Management Save US Health Care?
for-profit health care organization led to better patient outcomes at the same time that "provider engagement and feeling of satisfaction have increased, our costs have fallen and our net profit has increased." One of the basic... View Details
- April 2008
- Exercise
Exercise: Customer-Operator Letter Writing
By: Frances X. Frei
The exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class.... View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Knowledge Sharing; Knowledge Use and Leverage; Performance Improvement
Frei, Frances X. "Exercise: Customer-Operator Letter Writing." Harvard Business School Exercise 608-126, April 2008.
- September 1999 (Revised April 2001)
- Case
Credit Suisse (A) (Abridged)
By: W. Earl Sasser and William E. Fulmer
Credit Suisse is looking for ways to differentiate itself from current and likely competitors. After two years of restructuring, the bank's leadership wants profitable growth. It has decided to emphasize customer service. View Details
Keywords: Restructuring; Competitive Advantage; Customer Satisfaction; Banks and Banking; Growth and Development Strategy; Banking Industry; Retail Industry
Sasser, W. Earl, and William E. Fulmer. "Credit Suisse (A) (Abridged)." Harvard Business School Case 800-154, September 1999. (Revised April 2001.)
- 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
Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)
- 10 Nov 2008
- What Do You Think?
How Much Can You Ask of Your Customers?
referrals of new customers, ideas for new products or processes, or even help in the selection of its frontline employees. Of greater significance than satisfaction or even the willingness to recommend the organization to others, these... View Details
Keywords: by Jim Heskett
- 26 Jun 2000
- Research & Ideas
What’s an Internet Business Model? Ask a Health Care Professional
of Information Technology at Harvard Medical School), noted that most health care marketing in the past was centered around physicians. The basis of competition in the near future, he predicted, would shift to one driven by consumer View Details
- 08 Mar 2004
- Research & Ideas
Secret to Success: Go for “Just Enough”
satisfaction of "just enough." It's a classic dilemma. The ancient Greeks pondered the same question at the height of Athens' artistic and political strength in the Periclean Age of the fifth century B.C.E. The tragedian... View Details
Keywords: by Laura Nash & Howard Stevenson