employee satisfaction - Publications - Faculty & Research

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

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

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

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

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

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

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 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

30 Mar 2020
Research & Ideas

Readers Ask: I Need Tips for Working at Home

School, studies how location and geographic mobility affect worker productivity and innovation. His research also examines how companies benefit by allowing employees to work remotely. Choudhury answered questions from participants in a... View Details

Keywords: by Kristen Senz

01 Jun 1998
News

Diversity and Community

satisfaction creates greater customer retention. Workplace and career satisfaction improve employee attitudes, performance, and retention, reducing absenteeism, turnover, and... View Details

Keywords: Garry Emmons

01 Dec 2018
News

Lighting the Way

teams is the ability to develop future leaders. I love to mentor all ages and backgrounds because I personally get great satisfaction in watching others develop into their full potential.” Fueled by their success, she is dedicated to... View Details

14 Sep 2021
Blog Post

How to Support Your Employees’ Career Development

organization that teach strategy setting, leadership, and giving and receiving feedback. Key Takeaways Career development is an important factor in employee satisfaction and retention as well as... View Details

Keywords: All Industries

14 Sep 2021
Blog Post

How to Support Your Employees' Career Development

that teach strategy setting, leadership, and giving and receiving feedback. Key Takeaways Career development is an important factor in employee satisfaction and retention as well as organizational success.... View Details

01 Dec 2022
News

Case Study: Your Call Is Important to Us

Duncan for the company’s Hack Week competition, in which employees are invited to spend a week pursuing a passion project. Their idea for a personality-forward voice assistant won an award and, with it, some funding. “Seeing that Spotify... View Details

Keywords: Computer Systems Design and Related Services; Professional Services

01 Dec 2017
News

Ask the Expert: Human Intelligence

Talla, which leverages AI to resolve low-level IT issues without the need for human support. That doesn’t immediately reduce costs for IT services, but it does drive employee productivity. And if you think about AI-enhanced sales or... View Details

Keywords: April White

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

20 Mar 2018
First Look

First Look at New Research and Ideas, March 20, 2018

employees sit through training and attest that they understand the rules, but failing to assess the effectiveness of their compliance programs, or doing so with faulty metrics. The authors explain how we reached this sorry state—and how... View Details

Keywords: Sean Silverthorne

23 Apr 2019
Blog Post

HBS Shares Their Favorite Books for HR Leaders

self-reflection, and best practices to help managers lead their teams effectively and find satisfaction in their roles. Have you managed teams for years? Are you mentoring a manager? Onboarding a new manager? Regardless of experience,... View Details