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  • 27 Mar 2012
  • First Look

First Look: March 27

experiment carried out in a large business process outsourcing company, we found that socialization focused on personal identity (emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction... View Details
Keywords: Carmen Nobel
  • 04 Jun 2013
  • First Look

First Look: June 4

that allowed the Clinic to excel at patient satisfaction without jeopardizing its traditional strengths. Publisher's link:... View Details
Keywords: Sean Silverthorne
  • 06 Mar 2018
  • First Look

First Look at Research and Ideas, March 6, 2018

customer satisfaction, differences among customers account for 96%–97% of this variance, while differences among employees, processes, locations, and markets make up the remainder. Further analysis reveals that customers tend to report relatively consistent View Details
Keywords: Sean Silverthorne
  • 21 Apr 2009
  • First Look

First Look: April 21, 2009

with electoral pressures control bureaucrats with career concerns as well as the consequences for bureaucrats' career investments. Unique micro-level data on Indian bureaucrats support our key predictions.... View Details
Keywords: Martha Lagace
  • 17 Dec 2001
  • Research & Ideas

Becoming the Next Real Estate Mogul

the firm's people was the most fulfilling of all. You need to know how to work with people, and that skill is largely experiential and driven by personality.—Kevin McCall Peter Palandjian (HBS MBA '93), chairman and CEO of Intercontinental Developers, Inc., recalled... View Details
Keywords: by Julia Hanna; Construction; Real Estate
  • 31 Jul 2012
  • First Look

First Look: July 31

the constraints and opportunities of their representation structure are reflected in the micro-interactions, the broad improvisations, and the resulting substantive and relational outcomes. Looking Up and Looking Out: Career Mobility... View Details
Keywords: Carmen Nobel
  • 12 Jul 2010
  • Research & Ideas

Rocket Science Retailing: A Practical Guide

with a career and seeks to find employees who are looking for one, too. In fact, during the training period, all trainees are offered $2,000 to quit Zappos: Most decline the offer. Zappos's approach to managing its employees results in... View Details
Keywords: by Martha Lagace; Retail; Auto
  • 08 Dec 2009
  • First Look

First Look: Dec. 8

Turnover in India (revised) Authors: Lakshmi Iyer and Anandi Mani Abstract We develop a framework to empirically examine how politicians with electoral pressures control bureaucrats with career concerns as well as the consequences for... View Details
Keywords: Martha Lagace
  • 03 Jan 2007
  • First Look

First Look: January 3, 2007

around the globe. As he considers 3i's performance through the first quarter of 2006 (3i's fiscal year 2006), he must balance his satisfaction at the firm's results and progress in the recent buoyant market with the question of whether... View Details
Keywords: Sean Silverthorne
  • 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
  • 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
  • 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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  • 31 Aug 2010
  • First Look

First Look: August 31

a national sample of 6,000 life scientists whose careers span more than 20 years. We find sharp gender differences in participation in for-profit ventures, which we measure as the likelihood of joining the scientific advisory board (SAB)... View Details
Keywords: Sean Silverthorne
  • 05 Feb 2013
  • First Look

First Look: Feb. 5

their subsequent career choices. Early work experiences are key among these forces. Recognizing this, youth service programs have emerged worldwide with the hope of shaping participants' future trajectories through boosting future... View Details
Keywords: Sean Silverthorne
  • 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
  • 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
Keywords: Communication; Communication Intention and Meaning; Human Resources; Employee Relationship Management; Management Skills; Performance; Performance Evaluation; Personal Development and Career; Relationships; Groups and Teams; Social Psychology; Attitudes; Behavior; Conflict and Resolution; Conflict Management; Emotions; Perception; Personal Characteristics; Perspective; Power and Influence; Prejudice and Bias; Reputation; Satisfaction; Trust
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  • 05 Mar 2019
  • First Look

New Research and Ideas, March 5, 2019

customers routinely selected cards that although profitable for the bank could be a poor fit for customers’ needs—leading to low satisfaction scores, cancellations, and occasionally, financial distress. To that end, the company’s... View Details
Keywords: Dina Gerdeman
  • 09 Sep 2008
  • First Look

First Look: September 9, 2008

With a combination of rock-bottom prices, simplicity, and a focus on customer satisfaction backed by a unique low-cost infrastructure, Telmore's business model, with its powerful virtuous cycles, proved to be the most successful... View Details
Keywords: Sean Silverthorne
  • 15 Sep 2011
  • Research & Ideas

High Ambition Leadership

Conant, he taught in a leadership course that he had designed for the company's high-potential managers. In all cases, higher-ambition leaders identified future leaders and developed them—usually through cross-functional and cross-geographic View Details
Keywords: by Martha Lagace

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