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Show Results For
-
All HBS Web
(11,577)
- People (51)
- News (3,357)
- Research (6,393)
- Events (24)
- Multimedia (84)
- Faculty Publications (4,922)
- May 1993
- Case
Patient Transfusion Services Lab of Central Blood Bank
By: James L. Heskett
The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services.
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Keywords:
Health Care and Treatment;
Quality;
Service Operations;
Mathematical Methods;
Customer Satisfaction;
Health Industry
Heskett, James L. "Patient Transfusion Services Lab of Central Blood Bank." Harvard Business School Case 693-091, May 1993.
- 2008
- Working Paper
Economic Factors Underlying the Unbundling of Advertising Agency Services
By: Mohammad Arzaghi, Ernst R. Berndt, James C. Davis and Alvin J. Silk
This paper addresses a longstanding puzzle involving the unbundling of services that has occurredover more than two decades in the U.S. advertising agency industry: How can the shift from the bundling to the unbundling of services be explained and what accounts for the...
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Keywords:
Transformation;
Framework;
Service Operations;
Decisions;
Relationships;
Price;
Diversification;
Geography;
Cost;
Advertising Industry;
United States
Arzaghi, Mohammad, Ernst R. Berndt, James C. Davis, and Alvin J. Silk. "Economic Factors Underlying the Unbundling of Advertising Agency Services." NBER Working Paper Series, No. 14345, September 2008.
- Article
Guarantees Come to Professional Service Firms
By: Leonard A. Schlesinger, Christopher L. Hart and Dan Maher
Schlesinger, Leonard A., Christopher L. Hart, and Dan Maher. "Guarantees Come to Professional Service Firms." MIT Sloan Management Review 33, no. 3 (Spring 1992): 19–29.
- January 1990
- Article
An Integrated Approach to Customer Service
By: R. D. Shapiro and H. Mathe
Keywords:
Customers
Shapiro, R. D., and H. Mathe. "An Integrated Approach to Customer Service." Special Issue on Mastering Information Management Series. International Journal of Physical Distribution (January 1990).
- 14 May 2010
- Conference Presentation
Service Supremacy: The New Economic Elixir
By: Ranjay Gulati
Keywords:
Economics
- May 2004 (Revised September 2005)
- Teaching Note
Lex Service PLC--Cost of Capital (TN)
By: W. Carl Kester
Teaching Note to (9-296-003).
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Keywords:
Capital
- July 2000 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (A)
Introduces a "new-economy" company, Madison Avenue, facing challenges of mega-success. In the two years since its founding, the company's revenues have grown from zero to nearly $30 million, head count has swollen from the start-up handful to more than 200, and the...
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Keywords:
Organizational Change and Adaptation;
Organizational Design;
Online Advertising;
Advertising Industry
Spear, Steven J., and Jeremy Dann. "Madison Avenue: Digital Media Services (A)." Harvard Business School Case 601-020, July 2000. (Revised September 2005.)
- November 1986
- Supplement
Anaquest: The Professional Services Group, Video
Vitale, Michael R. "Anaquest: The Professional Services Group, Video." Harvard Business School Video Supplement 887-514, November 1986.
- May 1984 (Revised August 1984)
- Case
Southern Pacific Railroad: Management Services Department
McKenney, James L. "Southern Pacific Railroad: Management Services Department." Harvard Business School Case 184-192, May 1984. (Revised August 1984.)
- March 1987 (Revised August 1988)
- Case
Public Service Co. of Oklahoma (A)
By: Michael Beer
Keywords:
Utilities Industry
Beer, Michael. "Public Service Co. of Oklahoma (A)." Harvard Business School Case 487-008, March 1987. (Revised August 1988.)
- Web
Live Demos - Research Computing Services
Workshops & Technical Talks Workshops & Technical Talks Live Demos 7ms Periodically, RCS presents a live demo followed by office hours. Drop in to watch an RCS staff member demonstrate a technique, share a tip, or work through a problem, and then stay to ask any and...
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- Web
RCS Cheat Sheet - Research Computing Services
Help RCS Cheat Sheet 4ms Check out the links below to quickly get started with our statistical/data services, high-throughput compute cluster, research software, and training. For additional assistance, please see our help page. Statistical and Data View Details
- 2008
- Other Unpublished Work
Competition among Sponsored Search Services
By: Benjamin Edelman
Edelman, Benjamin. "Competition among Sponsored Search Services." U.S. House of Representatives, Committee on the Judiciary, Task Force on Competition Policy and Antitrust Laws, 2008. (Hearing cancelled.) (Reprinted in Working Knowledge: Google-Yahoo Ad Deal is Bad for Online Advertising.)
- February 1991
- Case
Techsonic Industries, Inc.: Customer Service
Menezes, Melvyn A. "Techsonic Industries, Inc.: Customer Service." Harvard Business School Case 591-050, February 1991.
- June 1995
- Teaching Note
Prodigy Services Companies Series TN
By: Lynn S. Paine
Teaching Note for (9-393-126), (9-395-129), (9-393-127), and (9-393-128).
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Keywords:
Information Technology Industry
- January 1992
- Case
Johnson & Johnson: Hospital Services
The main issue has to do with the lack of fit or incompatibility between the early environmental requirements for strategy and the cultural constraints on the organization. Describes the internal resistance to the proposed changes and top management's efforts to...
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Keywords:
Organizational Structure;
Organizational Culture;
Management Systems;
Environmental Sustainability;
Conflict and Resolution
Pearson, Andrall E. "Johnson & Johnson: Hospital Services." Harvard Business School Case 392-050, January 1992.
- September 1992 (Revised November 1996)
- Case
Royal Automobile Club Rescue Services Division: Transformation Through Technology
By: W. Earl Sasser and Roger H. Hallowell
The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or...
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Keywords:
Technological Innovation;
Decision Choices and Conditions;
Organizational Change and Adaptation;
Information Technology;
Corporate Strategy;
Service Industry;
Service Industry;
United Kingdom
Sasser, W. Earl, and Roger H. Hallowell. "Royal Automobile Club Rescue Services Division: Transformation Through Technology." Harvard Business School Case 693-029, September 1992. (Revised November 1996.)
- October 2014 (Revised May 2015)
- Case
HandsOn Bay Area: Scaling Up Community Service
By: James Heskett
HandsOn Bay Area, an organization devoted to the performance of (and development of leaders for) community service, is undergoing a significant (and internally controversial) shift in its business model from "retail" projects involving individual volunteers to...
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Heskett, James. "HandsOn Bay Area: Scaling Up Community Service." Harvard Business School Case 915-404, October 2014. (Revised May 2015.)