• 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

• 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

• 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

• 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

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Wells, John R., and Gabriel Ellsworth. "24 Hour Fitness (B): Ownership Changes, 2005–2016." Harvard Business School Supplement 717-423, October 2016.

• 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

• 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

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

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Wells, John R., and Gabriel Ellsworth. "The Quiet Ascension of LA Fitness." Harvard Business School Case 717-424, October 2016.

• 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

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Gulati, Ranjay. "Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture." Harvard Business School Case 409-061, January 2009. (Revised June 2010.)

• 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

• 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

• 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

• January 2025
• Case

Netflix: Takedown Troubles

By: Clayton S. Rose, Tom Quinn and Maxim Pike Harrell

In October 2021, Netflix Co-CEO Ted Sarandos sent an all-staff email addressing backlash to comedian Dave Chappelle’s new stand-up special, The Closer. Released on October 5, the comedian’s depiction of the transgender community and other LGBTQ+ groups prompted... View Details

Keywords: Disruption; Talent and Talent Management; Customer Satisfaction; Cost vs Benefits; Demographics; Ethics; Corporate Accountability; Employees; Recruitment; Retention; Leadership; Crisis Management; Risk Management; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Civil Society or Community; Social Issues; Strategic Planning; Adaptation; Decisions; Motion Pictures and Video Industry

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Rose, Clayton S., Tom Quinn, and Maxim Pike Harrell. "Netflix: Takedown Troubles." Harvard Business School Case 325-021, January 2025.

• 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