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- January–February 2021
- Article
Between Home and Work: Commuting as an Opportunity for Role Transitions
By: Jon M. Jachimowicz, Julia Lee Cunningham, Bradley Staats, Francesca Gino and Jochen I. Menges
Across the globe, every workday people commute an average of 38 minutes each way, yet surprisingly little research has examined the implications of this daily routine for work-related outcomes. Integrating theories of boundary work, self-control, and work-family...
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- July–August 2020
- Article
Sarcasm, Self-Deprecation, and Inside Jokes: A User's Guide to Humor at Work
By: Brad Bitterly and Alison Wood Brooks
Humor is widely considered essential in personal relationships, but in leaders, it’s seen as an ancillary behavior. Though some leaders use humor instinctively, many more could wield it purposefully.
Humor helps build interpersonal trust and high-quality work...
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- 2020
- Working Paper
The Pursuit of Passion Propagates Privilege
By: Josephine Tan and Jon M. Jachimowicz
For many graduating college students entering the workforce, “pursue your passion” is not only a frequently repeated graduation mantra but also a commonly embraced ideal. In line with this view, prior academic research finds that passion connotes work-related benefits,...
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- December 24, 2019
- Article
Why It's So Hard to Change People's Commuting Behavior
By: Ariella Kristal and A.V. Whillans
Car commuters report higher levels of stress and lower job satisfaction compared to train commuters—in large part because car commuting can involve driving in traffic and navigating tense road situations. Some employers are trying to get involved and reduce car...
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- June 2019 (Revised November 2019)
- Technical Note
Sustaining Corporate Culture in a Growing Organization
By: Dennis Campbell and Tatiana Sandino
An organization’s culture can be a significant source of sustainable competitive advantage. For the organization, it can attract job candidates who fit and align employees working in different teams around common goals. For employees, a strong culture can generate...
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- June 2018
- Article
The Power of Workplace Rewards: Using Self-Determination Theory to Understand Why Reward Satisfaction Matters for Workers Around the World
By: Anais Thibault Landry and A.V. Whillans
How can workplace rewards promote employee well-being and 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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Keywords:
Workplace;
Rewards;
Motivation;
Employees;
satisfaction;
Motivation And Incentives;
Welfare
- November 2017
- Teaching Note
Reinventing Best Buy
By: John R. Wells and Gabriel Ellsworth
Teaching Note for HBS No. 716-455.
On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales....
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Keywords:
Best Buy;
Hubert Joly;
Renew Blue;
Showrooming;
Webrooming;
E-commerce;
E-commerce Strategy;
Online Retail;
Multichannel Retailing;
Omnichannel;
Marketplaces;
Turnaround;
Consumer Electronics;
Consumer Electronics Accessories;
Appliances;
Stores-within-stores;
Store Experience;
Store Size;
Store Pickup;
Store Management;
Delivery;
Delivery Models;
Amazon;
Amazon.com;
Pricing Strategy;
Business Subsidiaries;
Business Units;
Business Growth And Maturation;
Business Model;
For-profit Firms;
Customer Focus And Relationships;
Customer satisfaction;
Entertainment;
Film Entertainment;
Games, Gaming, And Gambling;
Music Entertainment;
Television Entertainment;
Theater Entertainment;
Price;
Profit;
Revenue;
Geographic Scope;
Multinational Firms And Management;
Business History;
Cost;
Selection And Staffing;
Reports;
Technological Innovation;
job Cuts And Outsourcing;
Human Capital;
Leading Change;
Business Or Company Management;
Goals And Objectives;
Growth And Development;
Growth And Development Strategy;
Management Teams;
Brands And Branding;
Product Marketing;
Consumer Behavior;
Demand And Consumers;
Media;
Distribution;
Order Taking And Fulfillment;
Distribution Channels;
Infrastructure;
Product;
Service Delivery;
Service Operations;
Organizational Change And Adaptation;
Public Ownership;
Problems And Challenges;
Programs;
Groups And Teams;
Sales;
Salesforce Management;
Strategy;
Adaptation;
Business Strategy;
Competition;
Competitive Advantage;
Competitive Strategy;
Corporate Strategy;
Expansion;
Technology;
Hardware;
Information Technology;
Internet;
Mobile Technology;
Online Technology;
Search Technology;
Software;
Web;
Web Sites;
Wireless Technology;
Resource Allocation;
Computer Industry;
Electronics Industry;
Entertainment And Recreation Industry;
Information Technology Industry;
Retail Industry;
Service Industry;
Technology Industry;
Telecommunications Industry;
Video Game Industry;
United States;
Minnesota;
Minneapolis;
Saint Paul;
St. Paul
- Article
Reclaim Your Commute: Getting To and From Work Doesn't Have to be Soul Crushing
By: Francesca Gino, Bradley Staats, Jon M. Jachimowicz, Julia J. Lee and Jochen I. Menges
Every day, millions of people around the world face long commutes to work. In the United States alone, approximately 25 million workers spend more than 90 minutes each day getting to and from their jobs. And yet few people enjoy their commutes. This distaste for...
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- March 2016 (Revised May 2018)
- Case
Reinventing Best Buy
By: John R. Wells and Gabriel Ellsworth
On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales. These results were in marked contrast...
View Details
Keywords:
Best Buy;
Hubert Joly;
Renew Blue;
Showrooming;
Webrooming;
E-commerce;
E-commerce Strategy;
Online Retail;
Multichannel Retailing;
Omnichannel;
Marketplaces;
Turnaround;
Consumer Electronics;
Consumer Electronics Accessories;
Appliances;
Stores-within-stores;
Store Experience;
Store Size;
Store Pickup;
Store Management;
Delivery;
Delivery Models;
Amazon;
Amazon.com;
Pricing Strategy;
Business Subsidiaries;
Business Units;
Business Growth And Maturation;
Business Model;
For-profit Firms;
Customer Focus And Relationships;
Customer satisfaction;
Entertainment;
Film Entertainment;
Games, Gaming, And Gambling;
Music Entertainment;
Television Entertainment;
Theater Entertainment;
Price;
Profit;
Revenue;
Geographic Scope;
Multinational Firms And Management;
Business History;
Cost;
Selection And Staffing;
Reports;
Technological Innovation;
job Cuts And Outsourcing;
Human Capital;
Leading Change;
Business Or Company Management;
Goals And Objectives;
Growth And Development;
Growth And Development Strategy;
Management Teams;
Brands And Branding;
Product Marketing;
Consumer Behavior;
Demand And Consumers;
Media;
Distribution;
Order Taking And Fulfillment;
Distribution Channels;
Infrastructure;
Product;
Service Delivery;
Service Operations;
Organizational Change And Adaptation;
Public Ownership;
Problems And Challenges;
Programs;
Groups And Teams;
Sales;
Salesforce Management;
Strategy;
Adaptation;
Business Strategy;
Competition;
Competitive Advantage;
Competitive Strategy;
Corporate Strategy;
Expansion;
Technology;
Hardware;
Information Technology;
Internet;
Mobile Technology;
Online Technology;
Search Technology;
Software;
Web;
Web Sites;
Wireless Technology;
Resource Allocation;
Computer Industry;
Electronics Industry;
Entertainment And Recreation Industry;
Information Technology Industry;
Retail Industry;
Service Industry;
Technology Industry;
Telecommunications Industry;
Video Game Industry;
United States;
Minnesota;
Minneapolis;
Saint Paul;
St. Paul
- Article
Cooks Make Tastier Food When They Can See Their Customers
By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
While existing theory suggests that increased contact between customers and employees diminishes efficiency, recent research demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they...
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- September–October 2013
- Article
Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services
By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing....
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- August 2010 (Revised November 2020)
- Module Note
Integrating Around the Job to Be Done
By: Clayton Christensen, Rory McDonald, Laura E Day and Shaye Roseman
Unlike traditional market segmentations that are based on a correlation of product sales or service with the attributes of the purchaser (such as age, gender, income level, and education level), jobs-based segmentation seeks to understand the causal roots of...
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- January 2009 (Revised June 2010)
- Case
Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture
By: Ranjay Gulati
Customer centricity has been an important part of the culture at Cisco Systems since its inception. While part of this is attributable to values put in place by the founders and retained by subsequent management, it is also closely interwoven with its organizational...
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- 2008
- Chapter
Corporate Honesty and Business Education: A Behavioral Model
By: Rakesh Khurana and Herbert Gintis
Since the mid-1970s neoclassical economic theory has dominated business school thinking and teaching in dealing with the nature of human motivation. However valuable in understanding competitive product and financial markets, neoclassical economic theory employs an...
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- April 2008 (Revised March 2015)
- Case
TheLadders (A)
By: Peter A. Coles, Benjamin Edelman, Brian J. Hall and Nicole Bennett
Despite strong appeal among job seekers and outside recruiters, TheLadders' corporate job listings seem to lag. Could raising prices help solve the problem? TheLadders considers this strategic paradox.
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- fall 1996
- Article
Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Managers
By: Roger Hallowell, Leonard A. Schlesinger and Jeffrey Zornitsky
- 1991
- Article
Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;...
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- Research Summary
Current Work
Professor Whillans is currently working with Maritz and the Incentives Research Foundation to conduct a naturalistic field experiment examining whether employees who receive time-saving versus cash rewards report greater reward satisfaction and job satisfaction,...
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- Research Summary
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
Management has within its control the authority, and we think the responsibility, to improve service quality and productivity while increasing job satisfaction and employee engagement. This project and the upcoming book is about ways that can be... View Details