Research and Insights Archive

Research and Insights from the Center for Effective Organizations

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How Companies Can Really Impact Service Quality

Oct 19, 2017 | , ,

A new paper by Ben Schneider in People + Strategy. Abstract: Over time, my colleagues and I have developed, tested, and refined measures of a climate for service quality that can actually predict three years out company corporate market value (Tobin’s q), as well as performance on the American Customer Satisfaction Index. When improvements in service quality can deliver those types of returns, most senior executives want to know what really makes the difference.

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Human Resource Consulting

Feb 15, 2017 | , , , ,

The field of human resources (HR) consulting is large, extremely diverse, and highly dynamic. This introductory update to the 2005 chapter by Gerald E. Ledford (CEO), Edward Lawler III (CEO), Susan A. Mohrman (CEO) provides an updated view of the HR consulting marketplace and the types of individuals and consulting firms that occupy it, as well as the organizational actors who purchase and consume HR consulting services.

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Using Workforce Analytics to Improve Strategy Execution

Nov 1, 2016 | , , ,

In this article Alec Levenson (CEO) introduces an approach to conducting workforce analytics that is designed to improve strategy execution and organizational effectiveness through the application of systems diagnostics.

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Strategic Analytics, 12/1/15

Dec 15, 2015 | , , ,

This webinar aligns with Alec Levenson’s new book, Strategic Analytics: Advancing Strategy Execution and Organizational Effectiveness.

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Data-Driven Storytelling, 5/7/15

May 7, 2015 | , ,

Theresa Welbourne discusses how Data-Driven Storytellers help leaders use HR data to have highly interactive dialogues that lead to decisive action that fuels high-impact and measurable business results.

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It Takes a Village: Creating HR Strategic Impact by Reaching Out Beyond the HR Function, 9/23/14, recording/slides

Sep 23, 2014 | ,

John Boudreau (Professor and Research Director)
Do your chief strategy, marketing, operations and technology officers help create your organizations HR strategy? They should.

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Leveraging the Secrets of Memory Champions to Craft Memorable Messages, 2/7/13, Audio/Slides

Feb 7, 2013 | , ,

How many meetings have you attended where you literally forgot most of what you had just heard by the meeting’s end? In this webinar, Jay Conger explored how to make the message behind your presentations endure far beyond the meeting. He covered the techniques developed by memory champions which you can deploy in your own presentations.

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Silence Speaks Volumes: The Effectiveness of Reticence in Comparison to Apology and Denial for Responding to Integrity- and Competence-Based Trust Violations

Aug 7, 2006 | , ,

Donald L. Ferrin (Singapore Management University), Peter H. Kim (USC), Cecily D. Cooper (University of Miami), and Kurt T. Dirks (Washington University in St. Louis) Prior research on responses to trust violations has focused primarily on the effects of apology and denial. We extend this research by studying another type of verbal response that is often used to respond to trust violations, but has not been considered in the trust literature: reticence.

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