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  • 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
  • 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
  • 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
Keywords: by Carmen Nobel; Education
  • 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
  • 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
  • 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
Keywords: by Julia Hanna; Retail
  • 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
  • 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
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  • 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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  • 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
  • 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
  • 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
Keywords: by Martha Lagace; Service
  • 26 Jan 2016
  • First Look

January 26, 2016

goal-directed prospection, partially offsetting the strain of commuting. In a field experiment, individuals asked to engage in goal-directed prospecting during commuting reported higher levels of job View Details
Keywords: Sean Silverthorne
  • 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
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  • 06 Jun 2012
  • What Do You Think?

Is Something Wrong with the Way We Work?

jobs and work-life balance, and perceptions of team collaboration, efficiency, and effectiveness. What, if anything, is wrong with this picture? (In spite of differences in labor law in the US and other countries, survey data suggest... View Details
Keywords: by James Heskett; Consulting
  • 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
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  • 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

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