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(205)
- News (65)
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Show Results For
- All HBS Web
(205)
- News (65)
- Research (112)
- Events (1)
- Multimedia (1)
- Faculty Publications (33)
- 08 Mar 2004
- Research & Ideas
Secret to Success: Go for “Just Enough”
satisfaction of "just enough." It's a classic dilemma. The ancient Greeks pondered the same question at the height of Athens' artistic and political strength in the Periclean Age of the fifth century B.C.E. The tragedian... View Details
Keywords: by Laura Nash & Howard Stevenson
- 10 Mar 2015
- Research & Ideas
The Surprising Winners and Losers in the Retail Revolution
to what they've done to reinvigorate their business. They looked strategically at all aspects of their offering across the various channels they have at their disposal to maximize customer satisfaction and the return they get on their... View Details
- 05 May 2009
- First Look
First Look: May 5, 2009
Authors:Ryan W. Buell, Dennis Campbell, and Frances X. Frei Publication:Production and Operations Management (forthcoming) Abstract This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and... View Details
Keywords: Martha Lagace
- Web
Educating Leaders - Georges F. Doriot:Educating Leaders, Building Companies, Baker Library, Harvard Business School
"General Doriot selected the name Manufacturing because he believes this activity is the hard core of our great industrial strength and one of the foundations of our business system....He believes that one can find great creative View Details
- 19 Apr 2016
- Blog Post
First Minutes are Critical in New-Employee Orientation
which new call agents must demonstrate proficiency in English, as well as an aptitude for following standard procedures during customer calls. Individuality was not just discounted; in some ways it was expressly discouraged. "As a service role, the View Details
Keywords: All Industries
- Web
Educating Leaders - Georges F. Doriot:Educating Leaders, Building Companies, Baker Library, Harvard Business School
"General Doriot selected the name Manufacturing because he believes this activity is the hard core of our great industrial strength and one of the foundations of our business system....He believes that one can find great creative View Details
- 08 Apr 2014
- First Look
First Look: April 8
August 2013 MIT Sloan Management Review The High Price of Customer Satisfaction By: Keiningham, Timothy, Sunil Gupta, Lerzan Aksoy, and Alexander Buoye Abstract—Managers often assume that improving customer View Details
Keywords: Sean Silverthorne
- August 2021
- Case
Zoom Video Communications: Building a Culture of Diversity, Equity, & Inclusion During COVID-19
By: Karen G. Mills, Scott Duke Kominers, Christopher Stanton, Andy Wu, George Gonzalez and Gabriella Elanbeck
Keywords: Diversity Management; Diversity Training; Cultural Change; Cultural Diversity; Inclusion; Inclusive Growth; Inclusive Hiring; Hiring; Hiring Of Employees; Recruiting; Performance Management; Change Leadership; Race And Ethnicity; Racial Bias; Racial Disparity; Racial Injustice; Racial Tensions; Racism; Organization; Organization Process; Organization Structure; Structural/institutional Racism; Leadership And Change Management; Leadership And Managing People; Leading; Gender Bias; Discrimination; Inequalities; Inequality; Social Change; Employee Attitude Development And Empowerment; Employee Bonding; Employee Empowerment; Employee Engagement; Employee Fairness; Employee Morale; Employee Performance Management; Employee Relations; Company Culture; Company Values; Values; COVID-19 Pandemic; Demographics; Diversity; Age; Ethnicity; Gender; Business Processes; Change Management; Change; Race; Human Capital; Human Resources; Compensation and Benefits; Employees; Employee Relationship Management; Recruitment; Retention; Selection and Staffing; Jobs and Positions; Job Interviews; Leadership; Leading Change; Management; Management Teams; Business or Company Management; Crisis Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Growth Management; Management Style; Organizational Change and Adaptation; Organizational Culture; Organizational Design; Organizational Structure; Organizations; Mission and Purpose; Culture; Happiness; Prejudice and Bias; Satisfaction; Equity; Identity; Leadership Style; Values and Beliefs; Technology Industry; United States
- 01 Dec 2016
- News
Alumni Books of 2016
specifically. Managing in the Gray: Five Timeless Questions for Resolving Your Toughest Problems at Work by Joseph L. Badaracco Jr. (MBA 1978) (Harvard Business Review Press) Part of a manager’s job is making tough calls, and the hardest... View Details
- 10 Mar 2021
- News
Next Normal
once it’s safe to return to the office. PART ONE An Excerpt from Remote Work Revolution Distant but Connected Even if remote teams do a good job of promoting inclusivity and psychological safety, the remote format is an inherently... View Details
- 01 Aug 2005
- Research & Ideas
How to Choose the Best Deal
million for the Abbott estate and $1.8 million for the orchard property. If Jim has taken both monetary issues and personal satisfaction into account, then the two deals should be equivalent at his stipulated upper limits. That's because... View Details
Keywords: by Michael Wheeler
- 01 Dec 2003
- News
Can Manufacturing Keep Its Edge?
relentless innovation and laser-eyed attention to detail are the primary drivers of success. And despite, or perhaps because of, those demands, these manufacturing executives also describe the sense of deep satisfaction their work can... View Details
- 09 Sep 2008
- First Look
First Look: September 9, 2008
Business School Case 808-120 Ashdown's "growth" plan called for Mustafa Khalaf to leave his job as Chief Operating Officer (COO) of Ashdown Contracting and to focus his attention on the growth of a separate business entity,... View Details
Keywords: Sean Silverthorne
- 15 Sep 2011
- Research & Ideas
High Ambition Leadership
managing director for its U.K. business, the core health insurance business was in a perilous state. BUPA was losing market share, and the company's profits had been dropping. Gooding suggested, with a bit of humor, that she might not have taken the View Details
Keywords: by Martha Lagace
- 11 Nov 2014
- First Look
First Look: November 11
demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they deliver can actually improve. Studies in food service show how revealing customers to employees can lead employees to feel more... View Details
Keywords: Sean Silverthorne
- 28 Jun 2024
- News
Honoring Leadership in New York; PRIDE Alumni Share HBS Stories
“They did a great job shining a light on the remarkable accomplishments of each of our honorees. The Entrepreneurship Award honoree, Ilana Weinstein, is founder and CEO of The IDW Group LLC, a New York-based executive search firm focused... View Details
Keywords: Margie Kelley
- 04 Sep 2018
- First Look
New Research and Ideas, September 4, 2018
report different levels of satisfaction or enjoyment of their interactions (Study 3). Finally, in Study 4 we document that individuals’ lay beliefs are in direct opposition to our findings: participants believe that authors of warmly... View Details
Keywords: Dina Gerdeman
- 17 Apr 2006
- Research & Ideas
Resisting the Seductions of Success
In his novel I Come as a Thief, Louis Auchincloss introduces us to Tony Lowder, a lawyer in his early forties. Tony and his wife have two children. He works for the New York office of the Securities and Exchange Commission, but his job is... View Details
- 09 Jan 2020
- News
Your Whole Self
thinking about what drives my satisfaction and my own inner joy." April: There is definitely a thread of Eastern philosophy that runs through this book. What role has Eastern philosophy played in your life? Amy Jen Su: Eastern philosophy... View Details
- 14 May 2012
- Research & Ideas
Breaking the Smartphone Addiction
PTO experiments. These team members were much more likely than their colleagues on teams not participating in PTO to rate their overall satisfaction with work and work-life positively. For example: 51 percent (versus 27 percent) were... View Details
Keywords: by Leslie A. Perlow