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Publications

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    • Faculty Publications  (21)

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    • All HBS Web  (603)
      • Faculty Publications  (21)

      Job Satisfaction Remove Job Satisfaction →

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      Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
      Organizational Size and Job Satisfaction
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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...  View Details
      Keywords: Commuting; Boundary Work; Self-control; Work-family Conflict; Prospection; Transition
      Citation
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      Jachimowicz, Jon M., Julia Lee Cunningham, Bradley Staats, Francesca Gino, and Jochen I. Menges. "Between Home and Work: Commuting as an Opportunity for Role Transitions." Organization Science 32, no. 1 (January–February 2021): 64–85.
      • 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...  View Details
      Keywords: Managing People; Humor; Leadership; Relationships
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      Bitterly, Brad, and Alison Wood Brooks. "Sarcasm, Self-Deprecation, and Inside Jokes: A User's Guide to Humor at Work." Harvard Business Review 98, no. 4 (July–August 2020): 96–103.
      • 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,...  View Details
      Keywords: Passion; Careers; Socioeconomic Status; Discrimination; Emotions; Personal Development And Career; Status And Position; Prejudice And Bias
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      Tan, Josephine, and Jon M. Jachimowicz. "The Pursuit of Passion Propagates Privilege." Harvard Business School Working Paper, No. 20-136, June 2020.
      • 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...  View Details
      Keywords: Sustainability; Motivating People; Time And Wellbeing; Time Stress; Commuting; Behavior; Change; Motivation And Incentives
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      Kristal, Ariella, and A.V. Whillans. "Why It's So Hard to Change People's Commuting Behavior." Harvard Business Review (website) (December 24, 2019).
      • 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...  View Details
      Keywords: Organizational Culture; Growth And Development; Mission And Purpose; Values And Beliefs; Management Systems
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      Campbell, Dennis, and Tatiana Sandino. "Sustaining Corporate Culture in a Growing Organization." Harvard Business School Technical Note 119-109, June 2019. (Revised November 2019.)
      • 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...  View Details
      Keywords: Workplace; Rewards; Motivation; Employees; satisfaction; Motivation And Incentives; Welfare
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      Landry, Anais Thibault, and A.V. Whillans. "The Power of Workplace Rewards: Using Self-Determination Theory to Understand Why Reward Satisfaction Matters for Workers Around the World." Compensation & Benefits Review 50, no. 3 (June 2018): 123–148.
      • 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....  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
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      Wells, John R., and Gabriel Ellsworth. "Reinventing Best Buy." Harvard Business School Teaching Note 718-442, November 2017.
      • 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...  View Details
      Keywords: Commuting; Welfare; Attitudes; satisfaction; Performance Productivity
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      Gino, Francesca, Bradley Staats, Jon M. Jachimowicz, Julia J. Lee, and Jochen I. Menges. "Reclaim Your Commute: Getting To and From Work Doesn't Have to be Soul Crushing." Harvard Business Review 95, no. 3 (May–June 2017): 149–153.
      • 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
      Citation
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      Wells, John R., and Gabriel Ellsworth. "Reinventing Best Buy." Harvard Business School Case 716-455, March 2016. (Revised May 2018.)
      • 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...  View Details
      Keywords: Operational Transparency; Service Delivery; Service Operations; Service Management; Service Industry
      Citation
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      Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Cooks Make Tastier Food When They Can See Their Customers." Harvard Business Review 92, no. 11 (November 2014): 34–35.
      • 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....  View Details
      Keywords: job Cuts And Outsourcing; Medical Specialties; Health Care And Treatment; Customer Focus And Relationships; Learning; Customer satisfaction; Health Industry
      Citation
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      Clark, Jonathan R., Robert S. Huckman, and Bradley R. Staats. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services." Organization Science 24, no. 5 (September–October 2013): 1539–1557.
      • 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...  View Details
      Keywords: Integration Planning; Jobs; Market Segmentation; Customer satisfaction; Marketing; jobs And Positions; Marketing Strategy; Segmentation; Integration; Planning
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      Christensen, Clayton, Rory McDonald, Laura E Day, and Shaye Roseman. "Integrating Around the Job to Be Done." Harvard Business School Module Note 611-004, August 2010. (Revised November 2020.)
      • 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...  View Details
      Keywords: Customer satisfaction; Organizational Design; Organizational Structure; Organizational Change And Adaptation; Change Management; Organizational Culture; Research And Development; job Cuts And Outsourcing; Employees; Brands And Branding; Customer Relationship Management; Business Units
      Citation
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      Gulati, Ranjay. "Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture." Harvard Business School Case 409-061, January 2009. (Revised June 2010.)
      • 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...  View Details
      Keywords: Business Education; Ethics; Managerial Roles; Corporate Social Responsibility And Impact; Organizational Culture; Business And Shareholder Relations; Mathematical Methods; Behavior
      Citation
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      Khurana, Rakesh, and Herbert Gintis. "Corporate Honesty and Business Education: A Behavioral Model." In Moral Markets: The Critical Role of Values in the Economy, edited by Paul J. Zak. Princeton University Press, 2008.
      • 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.  View Details
      Keywords: Customer satisfaction; Price; Recruitment; job Search; Marketing Strategy; Employment Industry
      Citation
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      Coles, Peter A., Benjamin Edelman, Brian J. Hall, and Nicole Bennett. "TheLadders (A)." Harvard Business School Case 908-061, April 2008. (Revised March 2015.) (request a courtesy copy.)
      • fall 1996
      • Article

      Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Managers

      By: Roger Hallowell, Leonard A. Schlesinger and Jeffrey Zornitsky
      Citation
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      Hallowell, Roger, Leonard A. Schlesinger, and Jeffrey Zornitsky. "Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Managers." Human Resource Planning (fall 1996).
      • 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;...  View Details
      Keywords: Service Delivery; satisfaction; jobs And Positions; Customer satisfaction
      Citation
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      Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
      • Research Summary

      Current Work

      By: Ashley V. Whillans
      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,...  View Details
      • Research Summary

      What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

      By: Leonard A. Schlesinger

      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

      • Article

      Needs and Need Satisfaction Among Clerical Workers in Complex and Routine Jobs

      By: Michael Beer
      Citation
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      Beer, Michael. "Needs and Need Satisfaction Among Clerical Workers in Complex and Routine Jobs." Personnel Psychology 21, no. 2 (Summer 1968): 209–222.
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      Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
      Organizational Size and Job Satisfaction
      → Search All HBS Web
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