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  • 03 Jun 2015
  • What Do You Think?

Is the Time Right for Self-Management?

29 percent, and customer satisfaction scores actually improved when compared to conventionally managed stores. The effort stalled only when the planned strategy was scaled down and Martin's successor halted further expansion of the... View Details
Keywords: by James Heskett; Retail
  • 21 Jun 2004
  • Research & Ideas

Racial Diversity Pays Off

benefits emanating from diversity, the two professors wanted to find a company that already had a lot of diversity in its ranks. This led them to the commercial bank. They then collected human resources data on branch demographics, the results of annual employee... View Details
Keywords: by Martha Lagace
  • 09 Jan 2018
  • First Look

First Look at New Research and Ideas, January 9, 2018

experiments in which participants waited in virtual queues, revealed that waiting in last place diminishes wait satisfaction while increasing the probabilities of switching and abandoning queues. After controlling for other factors,... View Details
Keywords: Sean Silverthorne
  • February 1996 (Revised November 1996)
  • Case

Wainwright Industries (A): Beyond the Baldrige

By: Rosabeth M. Kanter and Norman Klein
Traces the growth of Wainwright, a small automotive supply company, focusing on its commitment to quality in 1981 and the evolution of its quality culture. Breakthrough programs that stress "trust and belief" in the workforce and commitment to customers result in... View Details
Keywords: Quality; Customer Satisfaction; Customer Relationship Management; Ethics; Business or Company Management; Standards; Machinery and Machining; Organizational Change and Adaptation; Organizational Culture; Auto Industry; Missouri
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  • 2009
  • Chapter

Creating Superior Customer Value in a Connected World

By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
Keywords: Customer Satisfaction; Customer Value and Value Chain; Consumer Behavior; Product Design; Social and Collaborative Networks; Value Creation
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  • October 1991 (Revised August 2000)
  • Case

Becton Dickinson & Company: VACUTAINER Systems Division (Condensed)

By: V. Kasturi Rangan and Frank V. Cespedes
Becton Dickinson, a phenomenally successful company with an 80% market share in the blood collection needles and syringes market faces a change in the customer buying environment (cost containment pressures at hospitals). This forces a reevaluation of the company's... View Details
Keywords: Business Divisions; Customer Satisfaction; Demand and Consumers; Market Participation; Distribution Channels; Success; Corporate Strategy; Value Creation; Health Industry
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  • September 1990 (Revised April 1993)
  • Case

R.J. Reynolds Tobacco Co.

By: William J. Bruns Jr.
Following the company's purchase as a part of a leveraged buyout, the new management team of R.J. Reynolds Tobacco Co. had to decide what to do about the build-up of excess inventory of its independent wholesale customers. The case introduces students to the problems... View Details
Keywords: Activity Based Costing and Management; Customer Satisfaction; Business or Company Management; Business Growth and Maturation; Consumer Products Industry
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  • May 1993
  • Case

Alan Stein

By: Carl S. Sloane, Shoshana Zuboff and R.Keith Giarman
Deals with issues of adult and career development at mid-life. Describes the career and personal history of an adult male, choice points in his life, and how he made critical career and personal choices. Focuses in on his decision to "retire" from Goldman, Sachs at an... View Details
Keywords: Transition; Decision Choices and Conditions; Personal Development and Career; Retirement; Satisfaction
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  • 30 Mar 2020
  • Research & Ideas

Readers Ask: I Need Tips for Working at Home

recombined with local knowledge. What’s the best place to be most productive? Choudhury: That's an interesting question. I feel the best place is where you get the most psychological satisfaction and that can be very different for every... View Details
Keywords: by Kristen Senz
  • 28 May 2019
  • News

In My Humble Opinion: Family Dynamic

to make a purchase.” Indonesia fast facts: 268 million people; 17,000 islands; 500 languages; 700 ethnicities. “It’s an amazingly vast, diverse culture.” Role model: Mother Teresa. “Reaching that level of selflessness would be my biggest View Details
Keywords: Julia Hanna; Offices of Other Holding Companies; Management
  • 28 Oct 2013
  • Research & Ideas

Responsible Leadership in an Unforgiving World

to follow. But, Badaracco argues, those who do will reap more lasting satisfaction from their work—not in spite of this struggle, but because of it. "Leaders are motivated by having a good life, but it's surprising how many people who... View Details
Keywords: by Michael Blanding
  • 10 Jun 2013
  • Research & Ideas

How Numbers Talk to People

primary appeal of Expedia had become convenience—and change/cancel fees were not convenient. Analysts looked at customer satisfaction rates, and they were particularly low for customers who had to pay the fees. Expedia's call center... View Details
  • Profile

James Reinhart

amount of satisfaction knowing that you set your mind to accomplish something and that you were able to inspire other people to be part of that journey,” Reinhart told the Huffington Post. “Inspiring others and to take them... View Details
  • November 2010 (Revised April 2011)
  • Supplement

Aman Resorts (B)

By: Eugene Soltes and Aldo Sesia
The (B) case describes how employees are rewarded and compensated and is used to supplement the (A) case. View Details
Keywords: Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Compensation and Benefits; Employees; Performance Evaluation; Motivation and Incentives; Accommodations Industry
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  • 05 May 2009
  • First Look

First Look: May 5, 2009

Authors:Ryan W. Buell, Dennis Campbell, and Frances X. Frei Publication:Production and Operations Management (forthcoming) Abstract This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and... View Details
Keywords: Martha Lagace
  • Web

Educating Leaders - Georges F. Doriot:Educating Leaders, Building Companies, Baker Library, Harvard Business School

"General Doriot selected the name Manufacturing because he believes this activity is the hard core of our great industrial strength and one of the foundations of our business system....He believes that one can find great creative View Details
  • August 2002 (Revised June 2006)
  • Case

Great Dakota Bank: Online Banking

By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details
Keywords: Banks and Banking; Internet and the Web; Customer Relationship Management; Consumer Behavior; Demand and Consumers; Technological Innovation; Customer Value and Value Chain; Customer Satisfaction; Management; Service Operations; Banking Industry
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  • 17 Sep 2001
  • Research & Ideas

Let Customers Call the Shots

programs, your satisfaction with existing networks is not so low that you are crying for a revolution. The same is true of advertising: of course, we would prefer not to be bombarded by irrelevant messages, but on the other hand we have... View Details
Keywords: by Martha Lagace
  • 11 Jan 2000
  • Research & Ideas

Calling All Managers: How to Build a Better Call Center

of an organization," they continue. "How well a business is able to manage and implement the service delivery process has a direct effect on retention of existing clients, and can have a significant impact on acquiring new business. The result is that View Details
Keywords: by Martha Lagace; Service; Financial Services
  • 01 Oct 2001
  • News

Q&A: Orin Smith

benefits to part-time workers. We have a consulting firm poll our workers every year to find out how they feel about the company, and they've told us that they've never seen such a positive response in an organization of this size — the degree of View Details
Keywords: Hanna, Julia; Hospitality; Food and Beverage Stores; Retail Trade