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Show Results For
- All HBS Web
(835)
- People (1)
- News (178)
- Research (546)
- Events (3)
- Multimedia (3)
- Faculty Publications (387)
- 01 Jun 1998
- News
Diversity and Community
satisfaction creates greater customer retention. Workplace and career satisfaction improve employee attitudes, performance, and retention, reducing absenteeism, turnover, and the need for repeating costly... View Details
Keywords: Garry Emmons
- 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
Wheelwright, Steven C., and James Weber. "Massachusetts General Hospital: CABG Surgery (A)." Harvard Business School Case 696-015, November 1995. (Revised March 2004.)
- 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
Frei, Frances X., Youngme E. Moon, and Hanna Rodriguez-Farrar. "Great Dakota Bank: Online Banking." Harvard Business School Case 603-011, August 2002. (Revised June 2006.)
- 26 May 2015
- Research & Ideas
Corporate Field Researchers Share Tricks of the Trade
Forming A Research Partnership Teresa Amabile discussed a comprehensive field study in which her research team collected confidential, personal work diaries from 238 white-collar employees at seven disparate companies. The key finding: When it comes to igniting... View Details
Keywords: by Carmen Nobel
- 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
- 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
- 01 Jun 2010
- News
Michael Depatie
was ranked number one in guest satisfaction for 2009 by the Market Metrix Hospitality Index (based on over 130,000 hotel customer surveys), beating competitors including the Ritz-Carlton, W Hotels, and the Four Seasons. Michael Depatie... View Details
- 12 Oct 2017
- Blog Post
Why I Spent this Summer Coding
there’s deep satisfaction not just in making something that didn’t exist before but also in seeing others benefit from your work. Finally, coding offers incessant growth as technologies, languages, and frameworks - just like the... View Details
- 07 Sep 2021
- News
Alumni Perspective: The Morning After 9/11
people.” Twenty years ago, Frances Frei was not the globally revered management guru she has become. This was before she helped transform the culture at HBS to close the performance gap between female and male students, resulting in higher View Details
- 10 Mar 2021
- News
Shattering Glass
satisfaction from their jobs, so it shouldn’t be surprising that when they start to feel devalued at work, they exit. And we still have inequalities at home, too, which is why the pandemic has had such a deleterious impact on women’s... View Details
- 01 Dec 2019
- News
Capitalizing the Corner Shop
million in 2017 and jumping to about $10 million in 2018. (The company expects that number to more than triple for 2019.) Kehinde takes deep satisfaction in this growth. “If we back businesses, they will create jobs. They will impact... View Details
Keywords: Dan Morrell
- 13 Feb 2013
- News
Everything but the Cook
- 13 Jan 2014
- Research & Ideas
How Government Can Restore the Faith of Citizens
research , Buell and Norton had experimented with customer satisfaction in travel and dating websites. They found that when these sites visually showed the effort being exerted by the site during searches or transactions, customers were... View Details
Keywords: by Michael Blanding
- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
Discussing examples of how service-oriented organizations deliver breakthrough service, Sasser urged his audience to take a "quantum leap" in their customer satisfaction efforts and to develop strategies to prevent customers from... View Details
- 16 Jul 2013
- News
Embracing Chaos
we want to give back, but none of us, individually, knows how to do that. I can write a check, but have no idea who to give it to, and no idea how it's going to be used. There's not the satisfaction of seeing an impact. So, guess what?... View Details
- 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.
- 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
- 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
- May 25, 2016
- Comment
How Consumers and Businesses are Reshaping Public Health
By: John A. Quelch
Healthcare and education are two issues in which citizens around the world, rich and poor, are passionately interested. It has long been appreciated that the way that a society treats its youngest and oldest members says much about its moral maturity. Economic... View Details
Keywords: Healthcare; Consumer Power; Innovation In Healthcare Delivery; Mobile Healthcare; Transition; Transformation; Trends; Customer Satisfaction; Customer Value and Value Chain; Health Care and Treatment; Information; Collaborative Innovation and Invention; Independent Innovation and Invention; Innovation and Management; Innovation Leadership; Management; Marketing; Markets; Planning; Problems and Challenges; Biotechnology Industry; Chemical Industry; Consumer Products Industry; Distribution Industry; Fashion Industry; Food and Beverage Industry; Green Technology Industry; Health Industry; Insurance Industry; Medical Devices and Supplies Industry; Pharmaceutical Industry; Public Administration Industry; South America; North and Central America; Middle East; Europe; Asia
Quelch, John A. "How Consumers and Businesses are Reshaping Public Health." Harvard Business School Working Knowledge (May 25, 2016).
- 01 Dec 2016
- News
Alumni Books of 2016
indexing to make their portfolio stronger and more profitable. The Pie Life: A Guilt-Free Recipe For Success and Satisfaction by Samantha Ettus (MBA 2001) (Ghost Mountain Books) Ettus wants to change the way you think about work/life... View Details