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- All HBS Web
(214)
- News (65)
- Research (110)
- Events (1)
- Multimedia (1)
- Faculty Publications (33)
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- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
customers." He cites the example of a major hotel chain that asks guests to complete a multiple-question satisfaction survey via their room's TV set during their stay. When one guest answered "extremely dissatisfied" to all... View Details
Keywords: by Jean Ayers
- 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
- 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
- 17 Jan 2017
- First Look
First Look at New Research: January 17
psychological and organizational sciences, we argue that engaging in future-oriented thinking about specific work goals while commuting, what we call work-related prospection, positively influences job View Details
Keywords: Sean Silverthorne
- 08 Oct 2015
- Research & Ideas
Four Questions Fundraisers Must be Prepared to Answer
that it’s easier for most people to make money than it is to give it away,” Stevenson recently told an audience at a Books@Baker event sponsored by Harvard Business School’s Baker Library. Many people don’t like to ask other people for money, he added, but “I often say... View Details
Keywords: by Julia Hanna
- 08 Apr 2014
- First Look
First Look: April 8
August 2013 MIT Sloan Management Review The High Price of Customer Satisfaction By: Keiningham, Timothy, Sunil Gupta, Lerzan Aksoy, and Alexander Buoye Abstract—Managers often assume that improving customer View Details
Keywords: Sean Silverthorne
- 13 Jan 2014
- Research & Ideas
How Government Can Restore the Faith of Citizens
research , Buell and Norton had experimented with customer satisfaction in travel and dating websites. They found that when these sites visually showed the effort being exerted by the site during searches or transactions, customers were... View Details
Keywords: by Michael Blanding
- 06 Aug 2020
- Research & Ideas
Who Will Give You the Best Professional Guidance?
guidance is needed or to make introductions to customers, prospective partners, or job candidates. Advisers may also mentor junior members of a team when you lack the funds or time to hire in an experienced leader. Advisers are usually... View Details
Keywords: by Julia B. Austin
- 14 May 2012
- Research & Ideas
Breaking the Smartphone Addiction
PTO experiments. These team members were much more likely than their colleagues on teams not participating in PTO to rate their overall satisfaction with work and work-life positively. For example: 51 percent (versus 27 percent) were... View Details
Keywords: by Leslie A. Perlow
- 05 May 2009
- First Look
First Look: May 5, 2009
Authors:Ryan W. Buell, Dennis Campbell, and Frances X. Frei Publication:Production and Operations Management (forthcoming) Abstract This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and... View Details
Keywords: Martha Lagace
- August 2021
- Case
Zoom Video Communications: Building a Culture of Diversity, Equity, & Inclusion During COVID-19
By: Karen G. Mills, Scott Duke Kominers, Christopher Stanton, Andy Wu, George Gonzalez and Gabriella Elanbeck
Keywords: Diversity Management; Diversity Training; Cultural Change; Cultural Diversity; Inclusion; Inclusive Growth; Inclusive Hiring; Hiring; Hiring Of Employees; Recruiting; Performance Management; Change Leadership; Race And Ethnicity; Racial Bias; Racial Disparity; Racial Injustice; Racial Tensions; Racism; Organization; Organization Process; Organization Structure; Structural/institutional Racism; Leadership And Change Management; Leadership And Managing People; Leading; Gender Bias; Discrimination; Inequalities; Inequality; Social Change; Employee Attitude Development And Empowerment; Employee Bonding; Employee Empowerment; Employee Engagement; Employee Fairness; Employee Morale; Employee Performance Management; Employee Relations; Company Culture; Company Values; Values; COVID-19 Pandemic; Demographics; Diversity; Age; Ethnicity; Gender; Business Processes; Change Management; Change; Race; Human Capital; Human Resources; Compensation and Benefits; Employees; Employee Relationship Management; Recruitment; Retention; Selection and Staffing; Jobs and Positions; Job Interviews; Leadership; Leading Change; Management; Management Teams; Business or Company Management; Crisis Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Growth Management; Management Style; Organizational Change and Adaptation; Organizational Culture; Organizational Design; Organizational Structure; Organizations; Mission and Purpose; Culture; Happiness; Prejudice and Bias; Satisfaction; Equity; Identity; Leadership Style; Values and Beliefs; Technology Industry; United States
- 10 Mar 2015
- Research & Ideas
The Surprising Winners and Losers in the Retail Revolution
to what they've done to reinvigorate their business. They looked strategically at all aspects of their offering across the various channels they have at their disposal to maximize customer satisfaction and the return they get on their... View Details
- 05 Sep 2012
- What Do You Think?
Will Business Management Save US Health Care?
for-profit health care organization led to better patient outcomes at the same time that "provider engagement and feeling of satisfaction have increased, our costs have fallen and our net profit has increased." One of the basic... View Details
- 01 Aug 2005
- Research & Ideas
How to Choose the Best Deal
million for the Abbott estate and $1.8 million for the orchard property. If Jim has taken both monetary issues and personal satisfaction into account, then the two deals should be equivalent at his stipulated upper limits. That's because... View Details
Keywords: by Michael Wheeler
- 08 Mar 2004
- Research & Ideas
Secret to Success: Go for “Just Enough”
satisfaction of "just enough." It's a classic dilemma. The ancient Greeks pondered the same question at the height of Athens' artistic and political strength in the Periclean Age of the fifth century B.C.E. The tragedian... View Details
Keywords: by Laura Nash & Howard Stevenson
- 04 Sep 2018
- First Look
New Research and Ideas, September 4, 2018
report different levels of satisfaction or enjoyment of their interactions (Study 3). Finally, in Study 4 we document that individuals’ lay beliefs are in direct opposition to our findings: participants believe that authors of warmly... View Details
Keywords: Dina Gerdeman
- 09 Sep 2008
- First Look
First Look: September 9, 2008
Business School Case 808-120 Ashdown's "growth" plan called for Mustafa Khalaf to leave his job as Chief Operating Officer (COO) of Ashdown Contracting and to focus his attention on the growth of a separate business entity,... View Details
Keywords: Sean Silverthorne
- 17 Apr 2006
- Research & Ideas
Resisting the Seductions of Success
In his novel I Come as a Thief, Louis Auchincloss introduces us to Tony Lowder, a lawyer in his early forties. Tony and his wife have two children. He works for the New York office of the Securities and Exchange Commission, but his job is... View Details
- 15 Sep 2011
- Research & Ideas
High Ambition Leadership
managing director for its U.K. business, the core health insurance business was in a perilous state. BUPA was losing market share, and the company's profits had been dropping. Gooding suggested, with a bit of humor, that she might not have taken the View Details
Keywords: by Martha Lagace
- 27 Mar 2012
- First Look
First Look: March 27
promotion, and job assignments: an "evaluation nudge," in which people are evaluated jointly rather than separately regarding their future performance. Evaluators are more likely to focus on individual performance in joint than... View Details
Keywords: Carmen Nobel