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- Faculty Publications (125)
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- All HBS Web (285)
- Faculty Publications (125)
- 13 Mar 2023
- Research & Ideas
The Power of Personal Connections: How Shared Experiences Boost Performance
Do relationships between colleagues raise the bar? A new analysis of how physicians who know each other provide better patient care could impart wide-ranging lessons for the business world. Specialists who received referrals from primary...
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- 06 Jun 2011
- Research & Ideas
Why Leaders Lose Their Way
forced to resign for trading in Lubrizol stock prior to recommending that Berkshire Hathaway purchase the company. Examples abound of other recent failures: Hewlett-Packard CEO Mark Hurd resigned for submitting false expense reports concerning his View Details
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by Bill George
- 07 Jul 2021
- Book
Good News for Disgraced Companies: You Can Regain Trust
top twenty polluters have been responsible for 29.5 percent of emissions. "Our relationship with a company is based primarily on how a company’s actions impact us and those around us." After he spoke, there was silence. Someone asked a...
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by Lane Lambert
- December 2023
- Teaching Note
Buurtzorg
By: Ethan Bernstein and Tatiana Sandino
Teaching Note for HBS Case No. 122-101. As co-founders of home nursing company Buurtzorg, Jos de Blok and Gonnie Kronenberg prized both self-management and organizational learning. Buurtzorg’s 10,000 nurses across 950 neighborhood nursing teams in the Netherlands were...
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- October 2019
- Case
Street Symphony: Making Human Connections Through Music
By: Rohit Deshpandé
To Vijay Gupta, music was sacred. A highly accomplished and renowned violinist with The Los Angeles Philharmonic, Gupta believed the act of making and performing music was a deeply spiritual practice — one that had the power to heal audiences and musicians...
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Keywords:
Arts;
Cultural Entrepreneurship;
Nonprofit Organizations;
Social Issues;
Business and Community Relations;
Music Entertainment;
Human Needs;
Music Industry;
Los Angeles;
California;
United States
Deshpandé, Rohit. "Street Symphony: Making Human Connections Through Music." Harvard Business School Multimedia/Video Case 520-701, October 2019.
Rajiv Lal
Rajiv Lal, is the Stanley Roth, Sr. Professor of Retailing at Harvard Business School. He is currently teaching an elective MBA course on the Business of Smart Connected Products/IOT. He has been responsible for the retailing curriculum and has served as the course... View Details
- Article
Family Rituals Improve the Holidays
By: Ovul Sezer, Michael I. Norton, Francesca Gino and Kathleen Vohs
Rituals are central to family life. Three studies (N = 1098) tested the relationship between family rituals and holiday enjoyment and demonstrated that family rituals improve the holidays because they amplify family closeness and involvement in the experience. In Study...
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Sezer, Ovul, Michael I. Norton, Francesca Gino, and Kathleen Vohs. "Family Rituals Improve the Holidays." Special Issue on the Science of Hedonistic Consumption. Journal of the Association for Consumer Research 1, no. 4 (October 2016): 509–526.
- 10 Jan 2024
- Research & Ideas
Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?
if they tipped at all, throwing it into a jar on the counter.” Formerly, tipping was limited to waitstaff at sit-down restaurants, says Avery, an expert in customer relationship management. And, “In the US, tips were somewhere in the...
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by Anna Lamb, Harvard Gazette
- July 2003 (Revised October 2018)
- Case
Starbucks: Delivering Customer Service
By: Youngme Moon and John Quelch
Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would...
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Keywords:
Customer Focus and Relationships;
Customer Satisfaction;
Profit;
Recruitment;
Marketing Strategy;
Service Operations;
Performance Improvement;
Planning;
Food and Beverage Industry
Moon, Youngme, and John Quelch. "Starbucks: Delivering Customer Service." Harvard Business School Case 504-016, July 2003. (Revised October 2018.)
- 11 Jul 2019
- Sharpening Your Skills
Deconstructing 'Customer Experience'
With the help of LEGO bricks, business executives discover how design principles can serve as building blocks to create a great customer experience. How Independent Bookstores Have Thrived in Spite of Amazon.comIndy booksellers have survived brutal competition by...
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- 06 Sep 2022
- Research & Ideas
Does Hybrid Work Actually Work? Insights from 30,000 Emails
eight days during the study period. Hybrid workers spent nine to 14 days at the office, and the mostly in-office cohort worked more than 15 days in the office. Employees completed surveys that assessed their sense of satisfaction with...
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by Ben Rand
- 20 Dec 2017
- Lessons from the Classroom
How to Design a Better Customer Experience
adventure. The newly configured machines transformed children from distraught to happy, leading to a pleasant ripple effect: collective relief among parents, a sharp reduction in sedations, and satisfaction scores that jumped by 90...
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- Web
Becoming a Board Member - Alumni
stakeholder satisfaction Commitment to the mission (nonprofit board) View our Board Bio Template. Find a Career Coach Does your board bio need a refresh? HBS alumni receive six complementary career coaching sessions a year. Connect with...
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- 2018
- Working Paper
Status Inconsistency: Variance in One's Status Across Groups Harms Well-being but Improves Perspective-taking
By: Catarina Fernandes and Alison Wood Brooks
Most people belong to many different groups. While some people experience consistently high or low status across all of their groups, others experience wildly different levels of status in each group. In this research, we examine how status inconsistency – the degree...
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- 01 Dec 2023
- News
Happier-ness at Work
Researchers who have looked for clear relationships between job satisfaction and the actual type of job one holds have overwhelmingly struck out. In a 2018 survey, the “happiest jobs” had nothing in common:...
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Gerald Zaltman
*Joined Harvard Faculty: 1991
Prior Faculty Appointments: Northwestern University, 1968-75;
University of Pittsburgh, 1975-91
Prior Faculty Appointments: Northwestern University, 1968-75;
University of Pittsburgh, 1975-91
*Doctoral Degree in Sociology Received from: The John Hopkins University;
MBA Degree Received from: The University of...
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- 2011
- Article
Group Size and Incentives to Contribute: A Natural Experiment at Chinese Wikipedia
By: Michael Zhang and Feng Zhu
In this paper, we examine the causal relationship between group size and incentives to contribute in the setting of Chinese Wikipedia, the Chinese language version of an online encyclopedia that relies entirely on voluntary contributions. The group at Chinese Wikipedia...
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Keywords:
Rights;
Motivation and Incentives;
Internet and the Web;
Valuation;
Groups and Teams;
Knowledge Sharing;
Behavior;
Satisfaction;
Size;
Government and Politics;
Economics;
Information Technology Industry;
Hong Kong;
Taiwan;
Singapore
Zhang, Michael, and Feng Zhu. "Group Size and Incentives to Contribute: A Natural Experiment at Chinese Wikipedia." American Economic Review 101, no. 4 (June 2011): 1601–1615.
- 2014
- Other Teaching and Training Material
Marketing Reading: Brand Positioning
By: Jill Avery and Sunil Gupta
This Reading addresses the principles of brand positioning and demonstrates how companies can strategically craft powerful, resonant, and unique brand positions to help products stand out amidst the cacophony of the marketplace. Strategic brand positioning provides...
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Keywords:
Brand Positioning;
Branding;
Consumer Research;
Defensive Strategies;
Market Positioning;
Marketing;
Product Differentiation;
Product Positioning;
Strategic Positioning;
Value Proposition;
Customer Relationship Management;
Organizational Structure;
Customer Satisfaction;
Brands and Branding
Avery, Jill, and Sunil Gupta. "Marketing Reading: Brand Positioning." Core Curriculum Readings Series. Boston: Harvard Business School Publishing 8197, 2014.
- 28 Feb 2022
- Research & Ideas
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
terms of business outcomes, they're not developing the best customer relationships they could.” Companies that fix disparities in their service delivery are likely to boost customer satisfaction and loyalty,...
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by Pamela Reynolds
- 09 Oct 2001
- Research & Ideas
Driven: How Human Nature Shapes Organizations
and Nohria examine how an organization built around the four-drive theory might look. The return from your work must be the satisfaction which that work brings you and the world's need of work. With it, life is heaven, or as near heaven...
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by Paul Lawrence & Nitin Nohria