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- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
Heskett as "a chain of relationships involving customer loyalty; customer satisfaction; the value of goods and services delivered; the quality of the process; and employee loyalty, satisfaction,... View Details
Keywords: Susan Young
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
"institutions have to fully understand and be able to implement superior customer service. "Each service interaction forms the basis of a consumer's perceptions of the overall quality of an organization,"... View Details
- 25 Jun 2024
- News
On the Move: Alexis DePree (MBA 2007)
end-to-end mindset to our executive team discussions. This holistic approach allows us to optimize our processes at every stage, ensuring a seamless experience for our customers and maintaining Nordstrom’s high standards of quality and... View Details
- 02 Apr 2018
- News
Fighting Over Chores? Spend Some Money, Save the Marriage
- 01 Mar 2018
- News
New Marketplace Survey: Payers and Providers Remain Far Apart
- 05 Nov 2021
- News
The ‘Empathy Advantage’ of Great Women Leaders
- 09 Mar 2018
- News
The Supply Chain Economy and the Future of Good Jobs in America
- 25 Oct 2019
- News
Can Big-Box Retailers Provide Local Health Care?
- 14 Feb 2018
- News
Money Can’t Buy Love, But Here’s What Can
- 01 Feb 2001
- News
What Makes a Good Leader
Is it the ability to navigate in the choppy waters of change? Do leaders see the hidden opportunity in every setback? Is there really any such thing as a "born leader"? Five HBS faculty and some prominent alumni offer their perspectives on an increasingly essential... View Details
Keywords: Management
- 01 Dec 2023
- News
Thinking Ahead
As we wind down 2023, there’s talk everywhere of generative AI and how it will fundamentally alter the world as we know it; but how does that translate for your corner of the business world? Is TikTok something you need to take seriously? (Is it time to dance?) We... View Details
- 01 Sep 2023
- News
That Was Then, This Is Now
long enough to learn the lessons of this life. Heidi Brooks (MBA 2003) COO, National Institute for Children’s Health Quality Be happy. Eat mangoes. Pursue my passions. Sing in the stairwell. Laugh like a hyena. Open my heart to love.... View Details
- 01 Dec 2023
- News
In My Humble Opinion: Plugged In
In a career spent investing in innovative startups at Intel, leading National Grid’s innovation and investment operations, and founding a nonpro t dedicated to advancing women and minorities to positions of top corporate leadership, Lisa Lambert (MBA 1997) always has... View Details
Keywords: Deborah Blagg
- 01 Jun 2023
- News
Curb Appeal
rate—the amount of waste that it recycles and composts—has for years lingered below 18 percent, a fraction of what some other major American cities have achieved. And DSNY has been slow to adopt tools such as rat-proof containers and real-time analytics that could... View Details
- 01 Mar 2024
- News
Vital Signs
Image by Edmon De Haro Illustration by Edmon De Haro The signs of strain were there long before the pandemic: Health care workers had been managing under tremendous pressures while working long hours in understaffed hospitals. Then COVID unleashed an unprecedented... View Details
- 01 Sep 2023
- News
Made in Italy
focused on the past, present, and future of capitalism and the iconic brands that have established the “Made in Italy” label as an international symbol of quality and luxury. The School’s elective IFCs bring second-year students... View Details
Keywords: April White
- 01 Aug 1998
- News
Spangler Family Gift Endows New Campus Center
linked to the Harvard Business School in perpetuity through the building that will bear their name." Speaking briefly, Spangler thanked the Dean for the opportunity to make an investment so closely tied to the quality of student life at... View Details
Keywords: Nancy O. Perry
- 01 Sep 2023
- News
Global Outposts Expand HBS’s Intellectual Footprint
Since taking over as CEO of Tata Steel in 2013, T. V. Narendran had sought to transform India’s oldest steel manufacturing firm to ready it for a rapidly evolving business world. He instilled financial discipline, acquired new businesses, and launched digital... View Details
Keywords: Jennifer Gillespie
- 01 Jun 2013
- News
Building a Better Brazil
educational platform. The gift was made through the Lemann Foundation, a nonprofit organization Lemann and his family created in 2002 to enhance the quality of public education in Brazil. "Investing in innovation to promote large-scale... View Details
- 01 Jun 2001
- News
Richard Pechter: Learning New Lessons
The first in a series of occasional articles on HBS graduates who have embarked on second careers. Just a few months removed from Wall Street, where he commanded a workforce of six thousand seasoned financial services pros, Richard S.... View Details