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All HBS Web
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- News (57)
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- Faculty Publications (32)
Show Results For
-
All HBS Web
(199)
- News (57)
- Research (110)
- Events (1)
- Multimedia (1)
- Faculty Publications (32)
- 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
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Sean Silverthorne
- 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
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All Industries
- 01 Dec 1998
- News
Managing the Business of Life
1996, and she moved back to the States, taking a job as vice president of operations with Warner Brothers Television in Los Angeles. "What I missed most about America was the attitude that you can be anybody and still get ahead in the...
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- 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,...
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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
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by Martha Lagace
- 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...
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- 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...
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Martha Lagace
- 01 Dec 2020
- News
In Review
trying to address the stubborn, long-lasting achievement and satisfaction gaps for women in our MBA program. Within three years, we substantially closed that gap, which gave us the self-confidence that we can advance inclusion when we put...
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- 10 Mar 2021
- News
New Releases: Alumni and Faculty Books, Podcasts
the founding sheriff’s promise to the murdered girl’s mother. The Unspoken Rules: Secrets to Starting Your Career Off Right By Gorick Ng (MBA 2018) Harvard Business Review Press Most career guides assume that you already know how the working world works. But if you’re...
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- 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...
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Sean Silverthorne
- Web
Podcast - Managing the Future of Work
bottom-line impact, and increase the competitiveness overall of the organization.Fuller: Bill, I think one of the interesting data points in our survey is that C-suite executives express higher levels of satisfaction with the type of...
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- 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...
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by Leslie A. Perlow
- 01 Dec 2013
- News
Your Own Medicine
fibrosis treatment. Williams got into pharma by chance. After working in investment banking before and after HBS, he took a job at the consulting firm Corporate Decisions (now Oliver Wyman). One of his first clients was launching a drug...
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- 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...
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- 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
- 20 Feb 2006
- Research & Ideas
Are Company Founders Underpaid?
The interests of these "organizationally centered" executives are more likely to be aligned with those of the owners. Stewards identify closely with the organization and thus derive higher satisfaction from behaviors that...
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- 01 Dec 2001
- News
Reaching Out
satisfaction of applying their learning to a problem about which they care a great deal." Funded by the School principally through generous alumni gifts and supplementing what employer organizations can pay, fellowships enable students to...
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- Web
Podcast - Managing the Future of Work
engineering team’s velocity and quality? How do I look at my customer support organization and what customer satisfaction metrics look like? And how am I performing against my service-level agreements?” Those types of outcome...
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- 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...
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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...
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