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Show Results For
- All HBS Web
(838)
- People (1)
- News (178)
- Research (546)
- Events (3)
- Multimedia (3)
- Faculty Publications (389)
- February 2008
- Case
Cincom Systems, Inc.
By: Tom Nicholas and David Chen
Tom Nies, charismatic CEO of Cincom Systems, is considering a public offering of his software enterprise, but the 1987 stock market crash checks his plans. Nies reflects that capital for expansion will keep Cincom at the frontier of technological development in a... View Details
Keywords: Customer Satisfaction; Capital; Initial Public Offering; Organizational Culture; Going Public; Corporate Strategy; Information Technology Industry
Nicholas, Tom, and David Chen. "Cincom Systems, Inc." Harvard Business School Case 808-084, February 2008.
- 23 Mar 2011
- News
Don't Melt Down
- 8 AM – 5 PM EDT, 31 May 2018
- Career Events
HBS Career Reboot Camp in Boston
Career Reboot Camp is coming to Boston! Led by Professor Tim Butler and facilitated by HBS career coaches, participants will work through exercises to reflect on their key career interests, what's important to them in work and life, and create a plan to move forward... View Details
- 8 AM – 5 PM EST, 17 Nov 2016
- Career Events
Career Reboot Camp in New York City
Career Reboot Camp is coming to New York! Led by Professor Tim Butler and facilitated by HBS career coaches, participants will work through exercises to reflect on their key career interests, what's important to them in work and life, and create a plan to move forward... View Details
- 09 Aug 2017
- News
Financial Fraud: It Takes Two
- 22 May 2014
- News
Your Banker Wants To Know If You Are Pregnant
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- 2023
- Article
Evidence from the First Shared Medical Appointments (SMAs) Randomised Controlled Trial in India: SMAs Increase the Satisfaction, Knowledge, and Medication Compliance of Patients with Glaucoma
By: Nazlı Sönmez, Kavitha Srinivasan, Rengaraj Venkatesh, Ryan W. Buell and Kamalini Ramdas
In Shared Medical Appointments (SMAs), patients with similar conditions meet the physician together and each receives one-on-one attention. SMAs can improve outcomes and physician productivity. Yet privacy concerns have stymied adoption. In physician-deprived nations,... View Details
Sönmez, Nazlı, Kavitha Srinivasan, Rengaraj Venkatesh, Ryan W. Buell, and Kamalini Ramdas. "Evidence from the First Shared Medical Appointments (SMAs) Randomised Controlled Trial in India: SMAs Increase the Satisfaction, Knowledge, and Medication Compliance of Patients with Glaucoma." e0001648. PLoS Global Public Health 3, no. 7 (2023).
- 8 AM – 5 PM EDT, 04 Apr 2019
- Career Events
HBS MBA Alumni Career Reboot Camp in DC
HBS MBA Alumni Career Reboot Camp is coming to Washington DC! Led by Professor Tim Butler and facilitated by HBS career coaches, participants will work through exercises to reflect on their key career interests, what's important to them in work and life, and create a... View Details
- July 2020 (Revised January 2021)
- Case
Rosalind Fox at John Deere
By: Anthony Mayo and Olivia Hull
Rosalind Fox, the factory manager at John Deere’s Des Moines, Iowa plant, has improved the financial standing of the factory in the three years she’s been at its helm. But employee engagement scores—which measured employees’ satisfaction with working conditions and... View Details
Keywords: Agribusiness; Change Management; Experience and Expertise; Talent and Talent Management; Diversity; Gender; Race; Engineering; Geographic Location; Globalized Markets and Industries; Leadership Development; Leadership Style; Leading Change; Management Style; Management Teams; Organizational Culture; Personal Development and Career; Prejudice and Bias; Power and Influence; Status and Position; Trust; Agriculture and Agribusiness Industry; United States
Mayo, Anthony, and Olivia Hull. "Rosalind Fox at John Deere." Harvard Business School Case 421-011, July 2020. (Revised January 2021.)
- 26 Jul 2019
- News
10 Common-Sense Rules for a Customer-Centric Business Culture
- 24 Jul 2017
- News
Yes, You Can Buy Happiness-If You Spend It to Save Time
- 8 AM – 5 PM EST, 02 Mar 2016
Career Reboot Camp in Chicago
Career Reboot Camp is coming to Chicago! Led by Professor Tim Butler and facilitated by HBS career coaches, participants will work through exercises to reflect on their key career interests, what's important to them in work and life, and create a plan to move forward... View Details
- December 24, 2019
- Editorial
Why It’s So Hard to Change People’s Commuting Behavior
By: Ariella Kristal and Ashley Whillans
Car commuters report higher levels of stress and lower job satisfaction compared to train commuters—in large part because car commuting can involve driving in traffic and navigating tense road situations. Some employers are trying to get involved and reduce car... View Details
Kristal, Ariella, and Ashley Whillans. "Why It’s So Hard to Change People’s Commuting Behavior." Harvard Business Review (website) (December 24, 2019).
- December 2009 (Revised September 2014)
- Case
TD Canada Trust
By: Dennis Campbell and Brent Kazan
The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers and... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada
Campbell, Dennis, and Brent Kazan. "TD Canada Trust." Harvard Business School Case 110-049, December 2009. (Revised September 2014.)
Celia Stafford
Celia Stafford is a doctoral student in Health Policy (Management). She received a B.A. in Mathematics and Economics from Emory University in 2017 and an MPH focused in Biostatistics from the University of North Carolina at Chapel Hill in 2020. She is also... View Details
- 8:30 AM – 4:30 PM EST, 13 Nov 2015
HBS MBA Career Reboot Camp in New York City
Career Reboot Camp is coming to New York! Led by Professor Tim Butler and facilitated by HBS career coaches, participants will work through exercises to reflect on their key career interests, what's important to them in work and life, and create a plan to move forward... View Details
- 05 Jun 2019
- News