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Show Results For
- All HBS Web
(836)
- People (1)
- News (178)
- Research (545)
- Events (3)
- Multimedia (3)
- Faculty Publications (389)
- June 1999 (Revised August 2004)
- Case
Friendly Fenway Program, The: The Value of Experience Enhancement
The marketing head of the Boston Red Sox is reviewing the team's "Friendly Fenway" fan satisfaction program. The program is described in the context of the team's on-the-field performance, the ballpark's character, and team marketing and fan-building in general. The... View Details
Keywords: Customer Satisfaction; Revenue; Framework; Management; Marketing Reference Programs; Performance; Boston
Greyser, Stephen A. "Friendly Fenway Program, The: The Value of Experience Enhancement." Harvard Business School Case 599-035, June 1999. (Revised August 2004.)
- March 2003
- Background Note
Monitoring the Health of Customer Relationships
By: Das Narayandas
Discusses the role of satisfaction and loyalty measurement in monitoring the health of customer relationships. View Details
- 28 Feb 2017
- Blog Post
Why I Love My Job: Sierra Smith Talks Her Fashion Startup Internship
Why I Love My Job is a series of interviews with HBS students and alumni on what drives their satisfaction at work. Internship Position: Summer Fellow, Plan de Ville, Summer 2016 Location: New York, New York Describe your role at Plan de... View Details
Keywords: Entrepreneurship
- December 1997 (Revised October 1999)
- Case
Citibank: Performance Evaluation
By: Robert L. Simons and Antonio Davila
Citibank has introduced a new, comprehensive performance-scorecard system. A regional president struggles with a tough decision: how to evaluate an outstanding branch manager who has scored poorly on an important customer satisfaction measure. This case provides a... View Details
Keywords: Performance Evaluation; Balanced Scorecard; Business Strategy; Customer Satisfaction; Performance Expectations; Decisions; Motivation and Incentives; Quality; Banking Industry
Simons, Robert L., and Antonio Davila. "Citibank: Performance Evaluation." Harvard Business School Case 198-048, December 1997. (Revised October 1999.)
- 2023
- Working Paper
The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks
By: Isamar Troncoso, Minkyung Kim, Ishita Chakraborty and SooHyun Kim
The US has seen a rise in union movements, but their effects on service industry marketing outcomes like customer satisfaction and perceptions of service quality remain understudied. In this paper, we empirically study the impact on customer satisfaction and... View Details
Keywords: Labor Unions; Customer Satisfaction; Perception; Public Opinion; Employees; Food and Beverage Industry
Troncoso, Isamar, Minkyung Kim, Ishita Chakraborty, and SooHyun Kim. "The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks." Working Paper, 2023.
- 04 Apr 2017
- Blog Post
Why I Love My Job: Jerry Murphy at The Davis Companies
Why I Love My Job is a series of interviews with HBS students and alumni on what drives their satisfaction at work. Current Position: Vice President - Investments, The Davis Companies Current Location: Boston, MA Describe your role at The... View Details
Keywords: Real Estate
- 14 Feb 2017
- Blog Post
Why I Love My Job: Leticia Tavares On Marriott's Management Acceleration Program
Why I Love My Job is a series of interviews with HBS students and alumni on what drives their satisfaction at work. Current Position:Manager - Management Acceleration Program (MAP)Current Location:Atlanta - GADescribe your role at... View Details
- 2017
- Working Paper
Why and How Investors Use ESG Information: Evidence from a Global Survey
Using survey data from a sample of senior investment professionals from mainstream (i.e., not SRI funds) investment organizations, we provide insights into why and how investors use reported environmental, social, and governance (ESG) information. The primary reason... View Details
Keywords: Investment Management; Sustainability; ESG; ESG (Environmental, Social, Governance) Performance; Investment Fund; Investment Strategy; Corporate Accountability; Activist Shareholder; Engagement; Environment; Climate Change; Customers; Customer Satisfaction; Employee Engagement; Global Warming; Investment; Decision Making; Environmental Sustainability; Performance Expectations
Serafeim, Georgios. "Why and How Investors Use ESG Information: Evidence from a Global Survey." Harvard Business School Working Paper, No. 17-079, February 2017.
- October 1981
- Background Note
Note on Rewards Systems
By: Michael Beer
Looks at rewards in general, and pay in particular, and studies the conditions that may enhance or detract from employee satisfaction and organizational effectiveness. View Details
Keywords: Compensation and Benefits; Wages; Organizations; Performance Effectiveness; Motivation and Incentives; Satisfaction
Beer, Michael. "Note on Rewards Systems." Harvard Business School Background Note 482-017, October 1981.
- 11 Apr 2017
- Blog Post
Why I Love My Job: Andrew Grochal on His Path to CarGurus
Current Position: Director of Product Management, CarGurus Current Location: Cambridge, MA Describe your role at CarGurus.CarGurus is an automotive search engine, helping buyers (consumers) find great deals from top-rated dealers. I focus on optimizing and launching... View Details
Keywords: Technology
- 02 Apr 2010
- What Do You Think?
Why Are Fewer and Fewer U.S. Employees Satisfied With Their Jobs?
covered together during that time, especially several of you who have responded to more than half of the topics (and to C. J. Cullinane who has offered views on nearly every one). This month's column yielded many hypotheses to explain why U.S. employees' job View Details
Keywords: by Jim Heskett
- November 2015 (Revised February 2016)
- Case
Allianz Turkey: Focus on the Customer (A)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (A)." Harvard Business School Case 316-093, November 2015. (Revised February 2016.)
- November 2015 (Revised February 2016)
- Supplement
Allianz Turkey: Focus on the Customer (B)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (B)." Harvard Business School Supplement 316-094, November 2015. (Revised February 2016.)
- January 1997
- Background Note
Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
- July 2001
- Supplement
Delamere Vineyard
Richard Richardson, owner and manager of Delamere Vineyard in Piper's River, Tasmania, Australia, tours his vineyard and explains the process of making wine. He also describes the feelings of satisfaction and accomplishment that come from producing a fine product. View Details
Keywords: Plant-Based Agribusiness; Production; Satisfaction; Agriculture and Agribusiness Industry; Australia
West, Jonathan, and Christian G. Kasper. "Delamere Vineyard." Harvard Business School Video Supplement 602-801, July 2001.
- 09 May 2005
- Research & Ideas
Hold or Fold? Sizing Up Business Risk
one this step is based on, is figuring out how you will know when to go for Options B or C and call it quits on the current game. To do this, we first assess what our best option seems to be based on: our satisfaction to date with the... View Details
- 03 Jan 2018
- News
This is how much money it takes for millionaires to be happy
- 02 Oct 2015
- Working Paper Summaries
Is Mandatory Nonfinancial Performance Measurement Beneficial?
- December 1993
- Case
Ford Motor Coompany: Changing the Dealer Culture
Confronted by increasing market emphasis on customer satisfaction coupled with the success of General Motors' Saturn Division with "no haggle" pricing, Ford Motor Co. examines the sales culture within its own dealers and considers how to implement policies that will... View Details
Keywords: Organizational Change and Adaptation; Salesforce Management; Customer Satisfaction; Auto Industry; United States
Dees, J. Gregory, and Marc Boatwright. "Ford Motor Coompany: Changing the Dealer Culture." Harvard Business School Case 394-073, December 1993.
- June 2010 (Revised September 2010)
- Case
Atlantis Paradise Island Resort & Casino: Improving Performance with a New Vision and Mission
By: Lynda M. Applegate and Gabriele Piccoli
Atlantis Paradise Island adopted a new vision and mission to provide its guests and employees an enhanced brand experience. The dilemma Atlantis faced was how to integrate the new vision and mission into all the brand touch points in order to improve customer... View Details
Keywords: Change Management; Customer Satisfaction; Corporate Entrepreneurship; Employee Relationship Management; Brands and Branding; Service Delivery; Mission and Purpose; Performance Improvement; Accommodations Industry
Applegate, Lynda M., and Gabriele Piccoli. "Atlantis Paradise Island Resort & Casino: Improving Performance with a New Vision and Mission." Harvard Business School Case 810-140, June 2010. (Revised September 2010.)