Filter Results:
(113)
Show Results For
- All HBS Web
(225)
- News (68)
- Research (113)
- Events (1)
- Multimedia (1)
- Faculty Publications (40)
Show Results For
- All HBS Web
(225)
- News (68)
- Research (113)
- Events (1)
- Multimedia (1)
- Faculty Publications (40)
Sort by
- 04 Oct 2022
- What Do You Think?
Have Managers Underestimated the Need for Face-to-Face Contact?
the supply-demand ratio for talent? Will the need for recognition and advancement on the job lure people back to the office? Or have the attractions of working at home changed the job View Details
Keywords: by James Heskett
- 25 Apr 2007
- Research & Ideas
Feeling Stuck? Getting Past Impasse
psychotherapist, and career development counselor for over 25 years, is also a researcher on career decision making generally and the relationship between personality structure and work satisfaction in particular. He met recently with HBS... View Details
Keywords: by Martha Lagace
- 22 Apr 2002
- Research & Ideas
Does Spirituality Drive Success?
with the whole person? In a service industry, where most jobs can be described as "menial" and entry-level, he retains employees and maintains morale by embodying his belief that "every person is created in God's image and... View Details
- 25 Jul 2005
- Research & Ideas
Fool vs. Jerk: Whom Would You Hire?
people choose their work partners according to two criteria. One is competence at the job (Does Joe know what he's doing?). The other is likability (Is Joe enjoyable to work with?). Obviously, both things matter. Less obvious is how much... View Details
Keywords: by Tiziana Casciaro & Miguel Sousa Lobo
- 04 Jun 2012
- Research & Ideas
The Business of Life
inside a family, he says, because it depends on "bribing" them every time you want them to do something—whether it's making their beds or just being nice to each other. Rather, he advocates psychologist Frederick Herzberg's Two-factor theory, which focuses on the idea... View Details
Keywords: by Carmen Nobel
- 06 Feb 2013
- What Do You Think?
Is ‘Conscious Capitalism’ an Antidote to Income Inequality?
never mind narcissism and all the disorders of greed We can't fix the world with economic systems too big a job all we tiny ones have is our love and conscience." Etienne Douaze maintains that the concept is alive and well in Germany's... View Details
Keywords: by James Heskett
- 19 Sep 2016
- Research & Ideas
Why Isn't Business Research More Relevant to Business Practitioners?
time? Why is it that even people who care about morality end up behaving unethically? Why is it that people often feel inauthentic at work? What does that imply for their job satisfaction and productivity?”... View Details
- 21 Apr 2008
- Research & Ideas
The New Math of Customer Relationships
managers think of customers, and introduce the idea that not all customers contribute equal value. Concrete examples illustrate the self-reinforcing nature of the connections between employee loyalty and customer loyalty; and between employee View Details
Keywords: by Sean Silverthorne
- 20 Dec 2004
- Research & Ideas
How an Order Views Your Company
impact stayed. Kash, John, and I worked very hard to capture our findings in a single document. Alan Weber, at the time the Editor of the Harvard Business Review, did a magnificent job of taking our manuscript and making it accessible to... View Details
Keywords: by Sarah Jane Johnston
- 20 Sep 2007
- Research & Ideas
How to be a Customer
How-to books targeting customers often focus on how to game the system, how to return the cocktail dress on Monday after you've worn it once on Saturday, how to exploit manufacturer warranties and satisfaction guarantees (often,... View Details
Keywords: by John Quelch
- 08 Dec 2008
- Research & Ideas
Thinking Twice About Supply-Chain Layoffs
inventory to distribution centers. "I call these people supply-chain foot soldiers." Having items in storage areas but not on the selling floor didn't count at all in their evaluations, but it counts a lot in customer satisfaction and... View Details
- 21 May 2007
- Research & Ideas
Fixing the Marketing-CEO Disconnect
operations where there are established techniques in inventory management and reengineering, there are no obvious and permanent cost-cutting results to be gained through marketing, short of simply slashing the advertising budget. In addition, marketing is not naturally... View Details
Keywords: by Sean Silverthorne
- 01 Oct 2008
- Research & Ideas
How Much Time Should CEOs Devote to Customers?
must get out and meet customers on their home turf—in their homes, on job sites, in their offices. Here the CEO has to set an example. AG Lafley, CEO of Procter & Gamble, reinstituted consumer home visits and store visits for himself... View Details
Keywords: by John Quelch
- 30 Apr 2019
- First Look
New Research and Ideas, April 30, 2019
engagement? To answer these questions, we utilized self-determination theory to examine whether reward satisfaction predicted employee well-being, job satisfaction, intrinsic motivation, and affective... View Details
Keywords: Dina Gerdeman
- September 2010 (Revised January 2012)
- Case
Emergia: Driving Profitability on Help Desk Contracts
Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry
Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
- 03 Mar 2010
- What Do You Think?
To What Degree Does “Identity” Affect Economic Performance?
experienced little loyalty on the part of their employers, can any longer identify with their organizations and, in a broader sense, their economy? Economist Robert Shiller's response to this question is sobering. He says: "In most civilian fields, View Details
Keywords: by Jim Heskett
- January 2009 (Revised June 2010)
- Case
Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture
By: Ranjay Gulati
Customer centricity has been an important part of the culture at Cisco Systems since its inception. While part of this is attributable to values put in place by the founders and retained by subsequent management, it is also closely interwoven with its organizational... View Details
Keywords: Customer Satisfaction; Organizational Design; Organizational Structure; Organizational Change and Adaptation; Change Management; Organizational Culture; Research and Development; Job Cuts and Outsourcing; Employees; Brands and Branding; Customer Relationship Management; Business Units
Gulati, Ranjay. "Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture." Harvard Business School Case 409-061, January 2009. (Revised June 2010.)
- September–October 2013
- Article
Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services
By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing.... View Details
Keywords: Job Cuts and Outsourcing; Medical Specialties; Health Care and Treatment; Customer Focus and Relationships; Learning; Customer Satisfaction; Health Industry
Clark, Jonathan R., Robert S. Huckman, and Bradley R. Staats. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services." Organization Science 24, no. 5 (September–October 2013): 1539–1557.
- 25 May 2020
- Research & Ideas
Has Occupational Licensing Outlived Its Usefulness?
the higher scrutiny that comes from stringent regulation does not translate to better quality, at least as measured by customer satisfaction metrics. Lagace: What does this mean for consumers? Farronato: It seems that consumers do not... View Details
- 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
Perlow, Leslie, and Hannah Weisman. "Two Ways of Pursuing a Calling." Harvard Business School Technical Note 424-023, August 2023.