Publications

September 2006 (Revised June 2007)
Case

3i Group plc: May 2006

By: G. Felda Hardymon and Ann Leamon

Since 2004, Philip Yea, the first outsider ever to lead 3i Group, one of Europe's largest publicly listed private equity firms, has been trying to help the far flung organization become more of a streamlined partnership even as it functions around the globe. As he... View Details

Keywords: Private Equity; Globalized Firms and Management; Alignment; Partners and Partnerships; Public Ownership; Employees; Goals and Objectives; Financial Services Industry

21 Aug 2018
First Look

New Research and Ideas, August 21, 2018

studies, including a field study and a four-week-long intervention study, we find that lengthy morning commutes are more aversive for employees with lower trait self-control and greater work-family conflict, leading to decreased job View Details

Keywords: Dina Gerdeman

November 2010 (Revised April 2011)
Supplement

Aman Resorts (B)

By: Eugene Soltes and Aldo Sesia

The (B) case describes how employees are rewarded and compensated and is used to supplement the (A) case. View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Compensation and Benefits; Employees; Performance Evaluation; Motivation and Incentives; Accommodations Industry

2008
Book

Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler

Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details

Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation

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March 2011 (Revised August 2012)
Case

Caesars Entertainment: CodeGreen

By: George Serafeim, Robert G. Eccles and Tiffany A. Clay

The case describes the development of Caesar's sustainability initiative program, the effect of the initiative on employee engagement and motivation, and on customer satisfaction. View Details

Keywords: Customer Satisfaction; Employees; Corporate Social Responsibility and Impact; Environmental Sustainability; Motivation and Incentives; Accommodations Industry; Entertainment and Recreation Industry

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:... View Details

Keywords: by Carmen Nobel

03 Mar 2010
What Do You Think?

To What Degree Does “Identity” Affect Economic Performance?

values and make them clear to prospective employees in the process of building an organization of people who subscribe to those same values and generally want to "fit in." There is some amount of evidence that View Details

Keywords: by Jim Heskett

11 Oct 2004
Research & Ideas

Four Ways to Create Lasting Change

Many managers know that even when their firm launches a change initiative with great fanfare, it is tough to make the changes last. More often than not, employees wearily dismiss the initiative as another management fad. Soon enough,... View Details

Keywords: by Martha Lagace

January 2021 (Revised February 2021)
Case

TCS: From Physical Offices to Borderless Work

By: Prithwiraj Choudhury and Malini Sen

Tata Consultancy Services (TCS), a multinational IT services company headquartered in Mumbai, is a subsidiary of one of India’s most reputed conglomerates, the Tata Group. In 2020, TCS was valued at $144.7 billion, the highest for any company in the IT sector,... View Details

Keywords: Remote Work; Organizational Structure; Change Management; Transformation; Decision Choices and Conditions; Customer Satisfaction; Information Technology Industry; India; Asia; United States; Europe

08 Dec 2008
Research & Ideas

Thinking Twice About Supply-Chain Layoffs

It's the most wonderful time of the year—or that's how the song goes. But this year's decline in retail sales has resulted in definitely uncheery employee layoffs and payroll cuts, a trend that is likely to continue. While the vicious... View Details

Keywords: by Julia Hanna; Retail

January 2011 (Revised March 2011)
Case

Development and Promotion at North Atlantic Hospital

By: Boris Groysberg, Lisa Leffert, Kerry Herman and Libby Williams

Dr. Elizabeth Harris, Chair of the Department of Anesthesiology (DA) at North Atlantic Hospital (NAH), faces several significant challenges. Staff satisfaction surveys confirmed her assessment that department faculty morale was low, the tenure and promotion system was... View Details

Keywords: Training; Employees; Retention; Performance Evaluation; Personal Development and Career; Motivation and Incentives; Health Industry

March 2011
Exercise

Customer Intelligence Advantage: Module 2 Assignment

By: F. Asis Martinez Jerez

This exercise directs students to analyze a customer-centric firm by first understanding the elements that characterize a customer-centric organization, then by capturing and comparing this firm's approach to customer-centricity. Students interview three levels in the... View Details

Keywords: Business Units; Customer Focus and Relationships; Customer Satisfaction; Employees; Knowledge Sharing; Knowledge Use and Leverage; Leadership; Competitive Advantage

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14 May 2012
Research & Ideas

Breaking the Smartphone Addiction

employees to take better control of both their workdays and their lives. Excerpt From sleeping With Your Smartphone It all began with an experiment that my research associate and collaborator, Jessica Porter, and I initiated in order to... View Details

Keywords: by Leslie A. Perlow

23 Dec 2002
Research & Ideas

Partnering and the Balanced Scorecard

diverse units, employees, and constituencies. In this chapter, we describe how effective leaders customize their organization's measurement and management system to partner with their employees for strategy implementation. We also discuss... View Details

Keywords: by Robert S. Kaplan & David P. Norton

December 2023
Teaching Note

Buurtzorg

By: Ethan Bernstein and Tatiana Sandino

Teaching Note for HBS Case No. 122-101. As co-founders of home nursing company Buurtzorg, Jos de Blok and Gonnie Kronenberg prized both self-management and organizational learning. Buurtzorg’s 10,000 nurses across 950 neighborhood nursing teams in the Netherlands were... View Details

Keywords: Health Care and Treatment; Employee Relationship Management; Knowledge Dissemination; Knowledge Management; Management Practices and Processes; Organizational Design; Organizational Structure; Groups and Teams; Learning; Health Industry; Netherlands

June 2022 (Revised January 2023)
Case

Buurtzorg

By: Ethan Bernstein, Tatiana Sandino, Joost Minnaar and Annelena Lobb

As co-founders of home nursing company Buurtzorg, Jos de Blok and Gonnie Kronenberg prized both self-management and organizational learning. Buurtzorg’s 10,000 nurses across 950 neighborhood nursing teams in the Netherlands were empowered to manage themselves, both in... View Details

September 2020 (Revised February 2021)
Case

Zameer Kassam Fine Jewelry: Engaging Clients

By: Ryan W. Buell and Amy Klopfenstein

Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details

Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry