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All HBS Web
(7,622)
- Faculty Publications (2,517)
Show Results For
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All HBS Web
(7,622)
- Faculty Publications (2,517)
- Research Summary
Overview
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Overview
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Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage
Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details
- Research Summary
Research Thrust
- Research Summary
Risk, Trust and Escalation Behavior of Owner Managers
- 2010
- Other Unpublished Work
Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions
- Research Summary
Service Excellence by Design
- Research Summary
The Transition to Retirement
My current major research program is the Retirement Transitions Study: a broad study of retiring professionals' everyday experiences, including identification with work; identity stability, change, and development; meaningfulness of work; changes in life structure,... View Details
- Research Summary
The Unexpected Effects of Workplace Connectivity
While investigating how workplace transparency and privacy shape organizational behavior and performance, I wondered about the related effects of workplace connectivity. As new digital tools and organizational forms make it far easier for employees to communicate... View Details
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
- Teaching Interest
Transforming Customer Experiences - Executive Education
- Research Summary
Workforce Change
This research encompasses layoffs, furloughs and restructuring, global practices that affect millions of employees and thousands of companies every year. In this work I aim to replace bad practice that damages trust with good (or at least better) practice through... View Details
- Forthcoming
- Article
Working Around the Clock: Temporal Distance, Intrafirm Communication, and Time Shifting of the Employee Workday
- Research Summary
Working Papers
Lewis, Tracy R. and Dennis A. Yao. (2001, revised 2006). "Innovation, Knowledge Flow, and Worker... View Details
- Research Summary
Workplace Ethics and Global Business Standards
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