employee satisfaction - Publications - Faculty & Research

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

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

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

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

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

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

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

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

20 Apr 2021
Book

A Simple Question That Can Guide Companies to Epic Success

satisfaction that she derives from work. The idea is simple. If compensation were set exactly at WTS, she would be indifferent between work and her next best opportunity—perhaps another job, perhaps leisure. If the firm pays more than... View Details

Keywords: by Danielle Kost

13 Nov 2017
Research & Ideas

Want to Be Happier? Spend Some Money on Avoiding Household Chores

opportunities and jobs, their life satisfaction has steadily declined, the paper notes. That might be due at least in part to women working during the day, then having to return home to the “second shift” of household duties. Whillans—who... View Details

Keywords: by Dina Gerdeman

22 Apr 2002
Research & Ideas

Does Spirituality Drive Success?

successful entrepreneurs discussed the role beliefs and values play in keeping grounded among the turbulence and long hours that surround new ventures. Jim Sharpe (HBS MBA '76) , CEO of Extrusion Technologies, said he lives his values, and View Details

Keywords: by Martha Lagace, Sean Silverthorne & Wendy Guild

30 Jul 2001
What Do You Think?

What’s the Future of Corporate Governance?

stakeholder councils" comprising employees, lead customers, suppliers, and others offers a useful solution to the governance vacuum that exists in many large corporations today. Not so fast, says Gopi Vaddi. While agreeing that "customer and View Details

Keywords: by James Heskett

14 Feb 2012
First Look

First Look: February 14

(emphasizing newcomers' unique perspectives and strengths) led to significantly greater customer satisfaction and greater employee retention after six months, compared to (a) socialization that focused on... View Details

Keywords: Carmen Nobel

13 Mar 2023
Research & Ideas

The Power of Personal Connections: How Shared Experiences Boost Performance

percentage points higher in patient satisfaction surveys than specialists with whom the primary care doctor didn’t train, finds new research published in JAMA Internal Medicine. PCPs and specialists who spent their early years together... View Details

Keywords: by Rachel Layne; Health

11 Jul 2019
Sharpening Your Skills

Deconstructing 'Customer Experience'

when you don’t. A Good Place to Start Terror at the TajUnder terrorist attack, employees of the Taj Mahal Palace and Tower bravely stayed at their posts to help guests. A multimedia case study looks at the hotel's customer-centered... View Details

Keywords: by Sean Silverthorne; Retail; Service

07 May 2020
Research & Ideas

The One Good Thing Caused by COVID-19: Innovation

corporations, innovative and creative risk-mitigating technologies can potentially lead to better customer experience and employee satisfaction both now and in the future. As the world emerges from the... View Details

Keywords: by Hong Luo and Alberto Galasso

October 2016
Supplement

24 Hour Fitness (B): Ownership Changes, 2005–2016

By: John R. Wells and Gabriel Ellsworth

In 2016, 24 Hour Fitness was the number-two fitness chain in the United States, generating revenues of $1.4 billion from 441 clubs serving 3.8 million members. Based in San Ramon, California, 24 Hour Fitness operated clubs in 13 states. Having grown rapidly to become... View Details

Keywords: Advertising; Advertising Campaigns; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; Business Organization; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Age; Training; Private Equity; Financing and Loans; Price; Profit; Revenue; Geographic Location; Geographic Scope; Health; Nutrition; Business History; Human Resources; Employees; Employee Relationship Management; Recruitment; Selection and Staffing; Journals and Magazines; Human Capital; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Management Teams; Marketing; Brands and Branding; Marketing Channels; Marketing Communications; Marketing Strategy; Social Marketing; Demand and Consumers; Market Entry and Exit; Media; Organizational Design; Private Ownership; Problems and Challenges; Groups and Teams; Sales; Salesforce Management; Situation or Environment; Welfare or Wellbeing; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Internet; Mobile Technology; Online Technology; Software; Web Sites; Value; Valuation; Health Industry; Media and Broadcasting Industry; United States; California; San Francisco

Citation

Purchase

January 2009 (Revised June 2010)
Case

Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture

By: Ranjay Gulati

Customer centricity has been an important part of the culture at Cisco Systems since its inception. While part of this is attributable to values put in place by the founders and retained by subsequent management, it is also closely interwoven with its organizational... View Details

Keywords: Customer Satisfaction; Organizational Design; Organizational Structure; Organizational Change and Adaptation; Change Management; Organizational Culture; Research and Development; Job Cuts and Outsourcing; Employees; Brands and Branding; Customer Relationship Management; Business Units

Citation

Educators

Purchase

18 Sep 2012
First Look

First Look: September 18

initial socialization focused on personal identity (emphasizing newcomers' authentic best selves) led to greater customer satisfaction and employee retention after six months, compared to (a) socialization... View Details

Keywords: Sean Silverthorne

October 2016
Case

The Quiet Ascension of LA Fitness

By: John R. Wells and Gabriel Ellsworth

In 2016, LA Fitness was the largest chain of non-franchised fitness clubs in North America, operating 676 clubs, serving 4.9 million members, and generating revenues of over $1.9 billion. Founded by Chinyol Yi, Louis Welch, and Paul Norris in 1984, the privately held... View Details