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  • October 2019
  • Case

Street Symphony: Making Human Connections Through Music

By: Rohit Deshpandé
To Vijay Gupta, music was sacred. A highly accomplished and renowned violinist with The Los Angeles Philharmonic, Gupta believed the act of making and performing music was a deeply spiritual practice — one that had the power to heal audiences and musicians... View Details
Keywords: Arts; Cultural Entrepreneurship; Nonprofit Organizations; Social Issues; Business and Community Relations; Music Entertainment; Human Needs; Music Industry; Los Angeles; California; United States
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  • 15 Feb 2022
  • Book

When Working Harder Doesn’t Work, Time to Reinvent Your Career

teaching compositions in old age brought him even greater renown and satisfaction and ultimately more lasting fame. “In business school, they don’t tell you about these two curves. They just say ‘Work your tail off, be smarter than... View Details
Keywords: by Avery Forman
  • 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
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  • 24 Jul 2000
  • Research & Ideas

Value Maximization and Stakeholder Theory

constituency can be given full satisfaction if the firm is to flourish and survive. Moreover, we can be sure, externalities and monopoly power aside, that using this value criterion will result in making society as well off as it can be.... View Details
Keywords: by Michael C. Jensen
  • January 2020
  • Article

One of a Kind: The Strong and Complex Preference for Unique Treatment from Romantic Partners

By: Lalin Anik and Ryan Hauser
Individuals prefer romantic partners who universally treat others well (i.e., partners who exhibit trait-level generosity) and also prefer partners who treat them uniquely. Previous work supports both preferences, yet the literature has largely ignored what happens... View Details
Keywords: Relationships; Behavior; Satisfaction
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  • Web

Topics - HBS Working Knowledge

Complexity (3) Conflict Management (4) Conflict and Resolution (13) Conflict of Interests (1) Construction (1) Consumer Behavior (173) Contracts (7) Cooperation (3) Cooperative Ownership (1) Copyright (2) Core Relationships (1) Corporate... View Details
  • 02 Jun 2022
  • Research & Ideas

Blissful Thinking: When It Comes to Finding Happiness, 'Your Dreams Are Liars'

at all, they make a lot of mistakes. The biggest mistake that they make, for example, is believing that they’ll actually find satisfaction through money, power, and fame. Sooner or later, they become a success addict. If you’re an... View Details
Keywords: by Dan Morrell
  • 06 Jun 2011
  • Research & Ideas

Why Leaders Lose Their Way

forced to resign for trading in Lubrizol stock prior to recommending that Berkshire Hathaway purchase the company. Examples abound of other recent failures: Hewlett-Packard CEO Mark Hurd resigned for submitting false expense reports concerning his View Details
Keywords: by Bill George
  • 07 Jul 2021
  • Book

Good News for Disgraced Companies: You Can Regain Trust

top twenty polluters have been responsible for 29.5 percent of emissions. "Our relationship with a company is based primarily on how a company’s actions impact us and those around us." After he spoke, there was silence. Someone asked a... View Details
Keywords: by Lane Lambert

    Rajiv Lal

    Rajiv Lal, is the Stanley Roth, Sr. Professor of Retailing at Harvard Business School. He is currently teaching an elective MBA course on the Business of Smart Connected Products/IOT. He has been responsible for the retailing curriculum and has served as the course... View Details

    • 10 Jan 2024
    • Research & Ideas

    Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

    if they tipped at all, throwing it into a jar on the counter.” Formerly, tipping was limited to waitstaff at sit-down restaurants, says Avery, an expert in customer relationship management. And, “In the US, tips were somewhere in the... View Details
    Keywords: by Anna Lamb, Harvard Gazette
    • Article

    Family Rituals Improve the Holidays

    By: Ovul Sezer, Michael I. Norton, Francesca Gino and Kathleen Vohs
    Rituals are central to family life. Three studies (N = 1098) tested the relationship between family rituals and holiday enjoyment and demonstrated that family rituals improve the holidays because they amplify family closeness and involvement in the experience. In Study... View Details
    Keywords: Happiness; Behavior; Satisfaction; Family and Family Relationships
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    • 13 Mar 2023
    • Research & Ideas

    The Power of Personal Connections: How Shared Experiences Boost Performance

    Do relationships between colleagues raise the bar? A new analysis of how physicians who know each other provide better patient care could impart wide-ranging lessons for the business world. Specialists who received referrals from primary... View Details
    Keywords: by Rachel Layne; Health
    • July 2003 (Revised October 2018)
    • Case

    Starbucks: Delivering Customer Service

    By: Youngme Moon and John Quelch
    Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details
    Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry
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    • 2011
    • Article

    Group Size and Incentives to Contribute: A Natural Experiment at Chinese Wikipedia

    By: Michael Zhang and Feng Zhu
    In this paper, we examine the causal relationship between group size and incentives to contribute in the setting of Chinese Wikipedia, the Chinese language version of an online encyclopedia that relies entirely on voluntary contributions. The group at Chinese Wikipedia... View Details
    Keywords: Rights; Motivation and Incentives; Internet and the Web; Valuation; Groups and Teams; Knowledge Sharing; Behavior; Satisfaction; Size; Government and Politics; Economics; Information Technology Industry; Hong Kong; Taiwan; Singapore
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    • 20 Dec 2017
    • Lessons from the Classroom

    How to Design a Better Customer Experience

    adventure. The newly configured machines transformed children from distraught to happy, leading to a pleasant ripple effect: collective relief among parents, a sharp reduction in sedations, and satisfaction scores that jumped by 90... View Details
    Keywords: by Dina Gerdeman; Health; Entertainment & Recreation
    • 11 Jul 2019
    • Sharpening Your Skills

    Deconstructing 'Customer Experience'

    With the help of LEGO bricks, business executives discover how design principles can serve as building blocks to create a great customer experience. How Independent Bookstores Have Thrived in Spite of Amazon.comIndy booksellers have survived brutal competition by... View Details
    Keywords: by Sean Silverthorne; Retail; Service

      Gerald Zaltman

      *Joined Harvard Faculty: 1991
      Prior Faculty Appointments: Northwestern University, 1968-75;
      University of Pittsburgh, 1975-91

      *Doctoral Degree in Sociology Received from: The John Hopkins University;
      MBA Degree Received from: The University of... View Details

      Keywords: advertising; apparel; automotive; beverage; biotechnology; consumer products; entertainment; financial services; food; health care; marketing industry; pharmaceuticals; retailing; sports; telecommunications
      • 06 Sep 2022
      • Research & Ideas

      Does Hybrid Work Actually Work? Insights from 30,000 Emails

      eight days during the study period. Hybrid workers spent nine to 14 days at the office, and the mostly in-office cohort worked more than 15 days in the office. Employees completed surveys that assessed their sense of satisfaction with... View Details
      Keywords: by Ben Rand
      • 2014
      • Other Teaching and Training Material

      Marketing Reading: Brand Positioning

      By: Jill Avery and Sunil Gupta
      This Reading addresses the principles of brand positioning and demonstrates how companies can strategically craft powerful, resonant, and unique brand positions to help products stand out amidst the cacophony of the marketplace. Strategic brand positioning provides... View Details
      Keywords: Brand Positioning; Branding; Consumer Research; Defensive Strategies; Market Positioning; Marketing; Product Differentiation; Product Positioning; Strategic Positioning; Value Proposition; Customer Relationship Management; Organizational Structure; Customer Satisfaction; Brands and Branding
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