Publications

Publications

Filter Results: (232) Arrow Down

Show Results For

← Page 7 of 232 Results →
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
Related
  • 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
  • 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
  • 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
  • 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
Related
  • 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
  • Web

Providers - Institute For Strategy And Competitiveness

Employers Suppliers Policymakers Providers Providers Every health care provider has the opportunity to dramatically increase value for patients . This means better care for less cost. By focusing on value, providers can increase View Details
  • 10 Mar 2021
  • Research & Ideas

Key to Doing Your Best at Work? Be Yourself

they are “a good fit.” But that approach does a disservice to both the employee and the business, Frei and Gino say. The pair recently taught a short, intensive course for MBA students, “Anatomy of a Badass,” about learning to be... View Details
Keywords: by Christina Pazzanese, Harvard Gazette
  • 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
Keywords: LA Fitness; Health Clubs; Fitness; Gyms; Chain; Exercise; Personal Training; Retention; Bally Total Fitness; 24 Hour Fitness; Planet Fitness; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Demographics; Age; Gender; Income; Residency; Borrowing and Debt; Capital; Capital Structure; Cash; Cash Flow; Cost; Private Equity; Financial Condition; Financial Liquidity; Financing and Loans; Investment Return; Price; Profit; Revenue; Geographic Location; Geographic Scope; Multinational Firms and Management; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Market Entry and Exit; Operations; Service Operations; Leasing; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Mobile Technology; Technology Platform; Health Industry; United States; California; Los Angeles
Related
  • 08 Dec 2009
  • First Look

First Look: Dec. 8

themselves (Study 2) at different income levels. Data from two national surveys revealed that while laypeople's predictions were relatively accurate at higher levels of income, they greatly overestimated the impact of income on life View Details
Keywords: Martha Lagace
  • 06 Feb 2013
  • What Do You Think?

Is ‘Conscious Capitalism’ an Antidote to Income Inequality?

customer satisfaction and product excellence at least as important as profitability), a collaborative spirit between employers and employees , a long-term view , and a close relationship with suppliers."... View Details
Keywords: by James Heskett
  • 01 May 2017
  • Research & Ideas

Bad At Your Job? Maybe It's the Job’s Fault

person’s performance be tracked, and what factors will be evaluated to determine success? Evaluation measures could include sales or revenue goals, the number of patents filed or products launched, or customer satisfaction levels. 3. Who... View Details
Keywords: by Dina Gerdeman
  • July 2005 (Revised September 2016)
  • Case

24 Hour Fitness (A): The Rise, 1983–2004

By: John R. Wells, Elizabeth A. Raabe and Gabriel Ellsworth
In October 2004, Mark S. Mastrov, CEO of 24 Hour Fitness, reflected on how far his company had come in just over 20 years. From humble beginnings in 1983 in San Leandro, California, 24 Hour Fitness had grown to become the largest privately-owned health-club chain in... View Details
Keywords: 24 Hour Fitness; Mark Mastrov; Health Clubs; Fitness; Gyms; Chain; Weight Loss; Exercise; Personal Training; Retention; Sales Force Compensation; Incentive Systems; Buildings and Facilities; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Private Equity; Revenue; Geographic Scope; Multinational Firms and Management; Nutrition; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Marketing; Operations; Service Operations; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Sports; Strategy; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Segmentation; Information Technology; Internet; Technology Platform; Web; Web Sites; Capital Structure; Performance; Organizational Structure; Organizational Culture; Health Industry; United States; California; San Francisco
Related
  • 01 Dec 2009
  • News

One Man Crime Wave

longer take pride and satisfaction in the one little fragment that is his part of the whole ball of wax.” And if money is at the root of much evil, then business inevitably carries a taint. In MacDonald’s fiction, business is a kind of... View Details
Keywords: Garry Emmons; fiction writing; Arts, Entertainment; Publishing Industries (except Internet); Information
  • 17 Dec 2015
  • News

Conducting Research That Influences Practice

Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details