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All HBS Web
(203)
- News (57)
- Research (108)
- Events (1)
- Multimedia (1)
- Faculty Publications (32)
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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
- 26 Jan 2016
- First Look
January 26, 2016
goal-directed prospection, partially offsetting the strain of commuting. In a field experiment, individuals asked to engage in goal-directed prospecting during commuting reported higher levels of job View Details
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Sean Silverthorne
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer DataUse It
customers." He cites the example of a major hotel chain that asks guests to complete a multiple-question satisfaction survey via their room's TV set during their stay. When one guest answered "extremely dissatisfied" to all...
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by Jean Ayers
- 03 Jun 2015
- What Do You Think?
Is the Time Right for Self-Management?
added, "Holacracy strikes me as a positive way to manage professionals, especially in flat organizations where job advancement is limited." Brooks Tanner commented, "Regardless of its level of success at Zappos, this form...
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- 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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- 30 Apr 2019
- First Look
New Research and Ideas, April 30, 2019
engagement? To answer these questions, we utilized self-determination theory to examine whether reward satisfaction predicted employee well-being, job satisfaction, intrinsic motivation, and affective...
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Dina Gerdeman
- 08 Oct 2015
- Research & Ideas
Four Questions Fundraisers Must be Prepared to Answer
that it’s easier for most people to make money than it is to give it away,” Stevenson recently told an audience at a Books@Baker event sponsored by Harvard Business School’s Baker Library. Many people don’t like to ask other people for money, he added, but “I often say...
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by Julia Hanna
- 06 Aug 2020
- Research & Ideas
Who Will Give You the Best Professional Guidance?
guidance is needed or to make introductions to customers, prospective partners, or job candidates. Advisers may also mentor junior members of a team when you lack the funds or time to hire in an experienced leader. Advisers are usually...
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by Julia B. Austin
- 10 Apr 2012
- First Look
First Look: April 10
he began to share his insights more widely with family, friends, and students. In this groundbreaking book, Christensen puts forth a series of questions: How can I be sure that I'll find satisfaction in my career? How can I be sure that...
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Carmen Nobel
- 17 Jan 2017
- First Look
First Look at New Research: January 17
psychological and organizational sciences, we argue that engaging in future-oriented thinking about specific work goals while commuting, what we call work-related prospection, positively influences job View Details
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Sean Silverthorne
- 31 Jul 2012
- First Look
First Look: July 31
the Dutch IT outsourcing market and regularly wins high customer- satisfaction marks. The growing workload and 100% promise to customers have increased the pressure on its non-hierarchical teams of engineers, as well as the hiring speed,...
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Carmen Nobel
- 15 Jul 2008
- First Look
First Look: July 15, 2008
relentless execution—efficient, timely, consistent production and delivery of goods or services—is the surefire path to customer satisfaction and positive financial results. But this is a myth in the knowledge economy, argues Edmondson, a...
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Martha Lagace
- 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
- 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
- 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
- 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
- 10 Mar 2015
- Research & Ideas
The Surprising Winners and Losers in the Retail Revolution
to what they've done to reinvigorate their business. They looked strategically at all aspects of their offering across the various channels they have at their disposal to maximize customer satisfaction and the return they get on their...
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- 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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- 01 Aug 2005
- Research & Ideas
How to Choose the Best Deal
million for the Abbott estate and $1.8 million for the orchard property. If Jim has taken both monetary issues and personal satisfaction into account, then the two deals should be equivalent at his stipulated upper limits. That's because...
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by Michael Wheeler
- 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