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- All HBS Web
(263)
- News (46)
- Research (180)
- Multimedia (1)
- Faculty Publications (90)
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- 27 Oct 2014
- News
Track Customer Service, but Don't Forget the Financials
- 30 Jul 2020
- News
Employees and employers both face trade-offs as offices reopen
- 29 May 2012
- News
Can't stand your job? Feel better about it
- 28 Mar 2019
- News
The one benefit workers want more than anything
- 26 Jul 2019
- News
10 Common-Sense Rules for a Customer-Centric Business Culture
- 24 Dec 2019
- News
Why It’s So Hard to Change People’s Commuting Behavior
- 16 Dec 2021
- News
How Leaders Can Maintain Team Spirit In The Workplace
- 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
- 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 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
- 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
- 07 Sep 2021
- News
Alumni Perspective: The Morning After 9/11
people.” Twenty years ago, Frances Frei was not the globally revered management guru she has become. This was before she helped transform the culture at HBS to close the performance gap between female and male students, resulting in higher View Details
- 01 Dec 2003
- News
Can Manufacturing Keep Its Edge?
order to offset the negative impact of a sagging economy and sharply rising employee benefit costs. Over the course of the past three years, U.S. manufacturing has shed some 2.7 million jobs, with companies marshaling technology and... View Details
- 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
- 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
- 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
Having spent a decade helping retailers optimize customer service, Fumi Tamaki (MBA 2014) could not pass up the opportunity in June 2024 to take on the challenge of improving the customer experience at the government organization that serves more Americans annually... View Details
- 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
- 01 Sep 2012
- News
A Silent Workplace Crisis
resources or employee assistance programs. One simple change, to have information and referral requests managed by experienced geriatric-care managers, would dramatically improve utilization of services. Corporate wellness programs and... View Details