Publications

Publications

Filter Results: (232) Arrow Down

Show Results For

← Page 6 of 232 Results →
  • 23 Aug 2016
  • First Look

August 23, 2016

niche for competitive advantage. The case provides the context for the students to identify the design elements underlying HBC’s success and helps them explore the link between guest satisfaction and View Details
Keywords: Sean Silverthorne
  • January 2010 (Revised February 2010)
  • Case

IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion

This case illustrates the challenges associated with matching staffing levels with variable workload in retail stores and highlights how decisions related to staffing and scheduling affect operational performance and the quality of labor at the stores. The case... View Details
Keywords: Customer Satisfaction; Employees; Market Transactions; Service Delivery; Service Operations; Performance Improvement; Retail Industry
Related
  • 02 Apr 2024
  • What Do You Think?

What's Enough to Make Us Happy?

The result is measured in terms of outcomes that may be more or less than we expected, just as customer satisfaction is measured in terms of whether our expectations were met or exceeded. But how many of us take time out periodically to... View Details
Keywords: by James Heskett
  • December 2009
  • Article

Closing the Customer Feedback Loop

By: Rob Markey, Fred Reichheld and Andreas Dullweber
Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details
Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain
Related
  • 21 Sep 2022
  • Research & Ideas

You Don’t Have to Quit Your Job to Find More Meaning in Life

though one is leading a meaningful life is a bellwether for broader emotional wellbeing, with those who feel they are leading meaningful lives displaying superior mental and physical health. Making work meaningful can also be key for companies looking to retain View Details
Keywords: by Shalene Gupta
  • 22 Apr 2024
  • Research & Ideas

When Does Impact Investing Make the Biggest Impact?

disadvantaged geographies and nascent industries, and they exhibit more risk tolerance and patience. However, the authors also find employee satisfaction tends to decline once an impact investment is made.... View Details
Keywords: by Rachel Layne
  • 24 Jul 2000
  • Research & Ideas

Value Maximization and Stakeholder Theory

maximizing says nothing to employees or managers about how to find or establish initiatives or ventures that create value. It only tells us how we will measure success in the activity. Defining what it means to score a goal in football or... View Details
Keywords: by Michael C. Jensen
  • 11 Apr 2007
  • Research & Ideas

Adding Time to Activity-Based Costing

employees to activities. We also wrote several cases where other companies, independently, relied on this interviewing approach. These time surveys turned out to be the Achilles heel of ABC. They were time-consuming and expensive to... View Details
Keywords: by Sarah Jane Gilbert
  • 18 Mar 2019
  • Research & Ideas

Stuck in Commuter Hell? You Can Still Be Productive

Workers commute an average 38 minutes each way between home and work—a trip that can feel like a dreadful chore before the workday even begins. In fact, long commutes lower job satisfaction and increase View Details
Keywords: by Dina Gerdeman
  • Web

Topics - HBS Working Knowledge

Satisfaction (23) Customer Value and Value Chain (12) Customers (104) Customization and Personalization (3) Debt Securities (1) Decision Choices and Conditions (43) Decision Making (240) Decisions (10) Demand and Consumers (223)... View Details
  • 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
  • 15 Jul 2008
  • First Look

First Look: July 15, 2008

Estimates produced using this instrument indicate that 10% greater foreign investment is associated with 2.6% greater domestic investment, and 10% greater foreign employee compensation is associated with 3.7% greater domestic View Details
Keywords: Martha Lagace
  • 28 Feb 2022
  • Research & Ideas

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

terms of business outcomes, they're not developing the best customer relationships they could.” Companies that fix disparities in their service delivery are likely to boost customer satisfaction and loyalty, say Feldberg and Kim in the... View Details
Keywords: by Pamela Reynolds
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

default for those who don’t make an active choice: pharmacy pick-up without insurance subsidies. Under this program, 42% of eligible employees actively choose home delivery, 39% actively choose pharmacy pickup, and 19% make no active... View Details
Keywords: Sean Silverthorne
  • 13 Feb 2020
  • Book

Open Your Organization to Honest Conversations

of discussions, business leaders got serious about addressing the problems, and the reorganization that resulted energized the staff and led to a dramatic turnaround in performance. “We lost a lot of employee View Details
Keywords: by Dina Gerdeman
  • 31 Aug 2010
  • First Look

First Look: August 31

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: Sean Silverthorne
  • 07 Jul 2021
  • Book

Good News for Disgraced Companies: You Can Regain Trust

because the goals conflict,” Sucher says. Means: A company’s means are not merely its business methods, but whether it takes “the fair path to get there,” Sucher says, in creating equitable practices for employees and communicating with... View Details
Keywords: by Lane Lambert
  • 08 Sep 2022
  • Book

Gen Xers and Millennials, It’s Time To Lead. Are You Ready?

leadership and the role of serving others through collaboration. At the video services provider Vimeo, Anjali Sud persuaded both managers and employees to follow her insight that the firm could perform better as a software company for... View Details
Keywords: by Lane Lambert

    James L. Heskett

    James L. Heskett is UPS Foundation Professor Emeritus at the Harvard Business School and author of his latest book, With From Within: Build Organizational Culture for Competitive... View Details

    • 09 Oct 2001
    • Research & Ideas

    Driven: How Human Nature Shapes Organizations

    and Nohria examine how an organization built around the four-drive theory might look. The return from your work must be the satisfaction which that work brings you and the world's need of work. With it, life is heaven, or as near heaven... View Details
    Keywords: by Paul Lawrence & Nitin Nohria