employee satisfaction - Publications - Faculty & Research

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

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

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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

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

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

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

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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

Howard Schultz

Not only did Schultz foresee that a large-scale coffee shop chain was a lucrative business, but he maintained Starbucks lead through a combination of customer and employee satisfaction plans. Schultz’s plan... View Details

Keywords: Restaurants & Lodging

01 Mar 2003
News

Service with a Smile

unsatisfied, they need to have a means of communicating their emotions.” Interestingly, when employees are asked to amplify certain positive emotions — to deliver a product with a smile, for instance — their job View Details

Keywords: Laura Morgan Roberts; Stephane Cote; Publishing Industries (except Internet); Information

Gordon M. Bethune

When Bethune took over Continental, the company was nearly out of cash, there was conflict between employees and management, and the airline ranked last in customer satisfaction. Bethune initiated a market research campaign to determine... View Details

Keywords: Transportation

01 Jun 1997
News

New Releases

a quantifiable set of relationships that directly links profit and growth not only to customer loyalty and satisfaction but to employee loyalty, satisfaction, and productivity. The authors emphasize that... View Details

01 Oct 2008
Research & Ideas

How Much Time Should CEOs Devote to Customers?

product managers spent on average only three percent of their time in contact with end consumers. Terry Leahy, CEO of Tesco, the UK supermarket chain, spends two days a week in stores interacting with employees and customers. But how far... View Details

Keywords: by John Quelch

Robert F. McDermott

diversified financial services enterprise with over $30 billion in assets. His deep commitment to customer service and concern for employee satisfaction were recognized by industry analysts who often ranked... View Details

Keywords: Finance

01 Mar 2018
News

Money (Actually) Can Buy Happiness

greater overall satisfaction with their lives. One of the things we are working on now is understanding how decisions about time, money, and happiness play out in the context of romantic relationships. What is the optimal way you and your... View Details

Keywords: April White

30 Apr 2019
First Look

New Research and Ideas, April 30, 2019

forthcoming Compensation & Benefits Review The Power of Workplace Rewards: Using Self-Determination Theory to Understand Why Reward Satisfaction Matters for Workers Around the World By: Landry, Anais Thibault, and A.V. Whillans... View Details

Keywords: Dina Gerdeman

01 Apr 2002
News

Siebel Addresses HBS Northern California Club

of itself." At Siebel Systems, he continued, incentive compensation is tied to customer- satisfaction scores. "Virtually every employee communication that I've given since the company's founding has been... View Details

Keywords: Business Schools & Computer & Management Training; Educational Services

06 Aug 2020
News

Defining Flex Work

companies understand their employees’ needs and best respond to them. There is no a one-size-fits-all solution to the flexibility question, says Auerbach. Werk assesses each employee and recommends a schedule most likely to maintain... View Details

08 Jan 2025
News

Mapping Pain Points at the IRS

than any other—the Internal Revenue Service. As Chief Taxpayer Experience Officer, Tamaki is modernizing the historic agency’s processes and technology to benefit both IRS employees and taxpayers. Excerpts from a conversation with Tamaki... View Details

Keywords: Jennifer Myers; IRS; customer service; government service; Executive, Legislative, and Other General Government Support; Government

22 Oct 2013
First Look

First Look: October 22

Publications August 2013 PLoS ONE Prosocial Bonuses Increase Employee Satisfaction and Team Performance By: Anik, Lalin, Lara B. Aknin, Elizabeth W. Dunn, Michael I. Norton, and Jordi Quoidbach Abstract—In... View Details

Keywords: Sean Silverthorne

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