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All HBS Web
(1,833)
- People (7)
- News (462)
- Research (698)
- Events (1)
- Multimedia (3)
- Faculty Publications (221)
- November 2016 (Revised August 2020)
- Case
Improving Access at VA
By: Ryan W. Buell, Robert S. Huckman and Sam Travers
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans...
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Keywords:
Service Operations;
Service Delivery;
Social Issues;
Health Care and Treatment;
Government Administration;
Performance Improvement;
Public Administration Industry;
Health Industry;
United States
Buell, Ryan W., Robert S. Huckman, and Sam Travers. "Improving Access at VA." Harvard Business School Case 617-012, November 2016. (Revised August 2020.)
- September 2019
- Article
The Persistence of Broadband User Behavior: Implications for Universal Service and Competition Policy
By: Andre Boik, Shane Greenstein and Jeffrey Prince
In several markets, firms compete not for consumer expenditure but consumer attention. We examine user priorities over the allocation of their time, and interpret that behavior in light of salient tensions in policy discussions over universal service, data caps, and...
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Keywords:
Broadband Service;
Attention Allocation;
Consumer Behavior;
Household;
Internet and the Web;
Competition;
Policy
Boik, Andre, Shane Greenstein, and Jeffrey Prince. "The Persistence of Broadband User Behavior: Implications for Universal Service and Competition Policy." Telecommunications Policy 43, no. 8 (September 2019).
- Article
Understanding Why Universal Service Obligations May Be Unnecessary: The Private Development of Local Internet Access Markets
By: Tom Downes and Shane Greenstein
Downes, Tom, and Shane Greenstein. "Understanding Why Universal Service Obligations May Be Unnecessary: The Private Development of Local Internet Access Markets." Journal of Urban Economics 62, no. 1 (July 2007): 2–26.
- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
financial services. Its user-friendly interface is designed so that customers only need to fill out one application for all the products it offers. The services that Wingspanbank offers include checking and saving accounts, bill paying,...
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Keywords:
by Susan Young
- Web
1.22 Disability Access - MBA
Obligations 4. General Policies 5. Technology, Copyright, & Publishing Policies 6. Important Contact Information The Disability Coordinator in the MBA Student & Academic Services office will assist students with disabilities to identify...
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- Web
Campus Vehicular Access | About
will be granted by Security. Arrangements can be made ahead of time. Campus access information can be included on the shipping papers. Traffic is generally one-way, entering campus at Kresge Way Gate and exiting at Harvard Way Gate....
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- Fast Answer
Open access business & economic journals
Where can I find a list of open access journals in business and economics? Directory of Open Access Journals, is a community-curated online directory that indexes and provides View Details
- 2024
- Working Paper
You've Got Mail! The Late 19th Century U.S. Postal Service Expansion, Entrepreneurship, and Firm Performance
By: Astrid Marinoni and Maria P. Roche
We analyze the impact of the US Postal Service's expansion in the late 1800s on firm creation and performance. Exploiting novel data constructed from digitized archives on historic business establishments, post office locations, and road network characteristics in...
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Keywords:
Institutional Innovation;
Knowledge Exchange;
US Postal Service;
Firm Performance;
Infrastructure;
Expansion;
Government Administration;
Communication;
Business History;
Entrepreneurship;
Public Administration Industry;
California
Marinoni, Astrid, and Maria P. Roche. "You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance." Harvard Business School Working Paper, No. 23-022, October 2022. (Revised March 2024.)
- 2022
- Working Paper
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service...
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Keywords:
Anxiety;
Self-service;
Empirical Operations;
Behavioral Operations;
Customers;
Emotions;
Service Delivery;
Interpersonal Communication;
Customer Satisfaction;
Trust
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Harvard Business School Working Paper, No. 19-089, February 2019. (Revised November 2023.)
- Web
Statistical & Data Services - Research Computing Services
About Us Statistical & Data Services 4ms Research Computing Services (RCS) provides statistical and data services for the HBS research community, including consultations and...
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- Web
Research Computing Services
Personalized support for the HBS community on topics ranging from AI & advanced statistical analyses to high performance computing. Services Statistical & Data Services RCS provides consulting View Details
- February 2000
- Case
E2M Health Services
By: Richard M.J. Bohmer and Naomi Atkins
Outlines the growth of an innovative diabetes disease management organization from 1994-99. Having demonstrated the success of their model in managing diabetes populations in Texas and New York State, the CEO and president must decide the future strategy of the company...
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Keywords:
Business Model;
Customer Focus and Relationships;
Decision Choices and Conditions;
Financial Markets;
Revenue;
Innovation and Invention;
Business or Company Management;
Marketing Strategy;
Internet;
Health Industry
Bohmer, Richard M.J., and Naomi Atkins. "E2M Health Services." Harvard Business School Case 600-077, February 2000.
- Web
Support Services - MBA
assistance. Health Care Students at HBS have access to Harvard University Health Services in the Smith Campus Center in Harvard Square for general health care. Services include...
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- 01 Feb 2000
- News
Financial Services 24/7
well as access to other financial services such as credit cards, mortgages, mutual funds, insurance, and discount brokers, all conducted online. Because Internet-only banks have lower overhead costs, they...
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Keywords:
Susan Young
- Spring 2019
- Article
Fluid Teams and Knowledge Retrieval: Scaling Service Operations
By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson
To scale service operations requires retrieving knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge networks may struggle to access useful knowledge at work. A knowledge repository has the...
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Keywords:
Teaming;
Teams;
Groups and Teams;
Knowledge Management;
Service Delivery;
Knowledge Use and Leverage
Valentine, Melissa A., Tom Fangyun Tan, Bradley R. Staats, and Amy C. Edmondson. "Fluid Teams and Knowledge Retrieval: Scaling Service Operations." Manufacturing & Service Operations Management 21, no. 2 (Spring 2019): 346–360.
- Fast Answer
Managing Service Operations: Research resources for new service design
Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library View Details
- 27 Apr 2023
- Cold Call Podcast
Equity Bank CEO James Mwangi: Transforming Lives with Access to Credit
- 16 May 2005
- Research & Ideas
Confronting the Reality of Web Services
What's next for Web services? In his case summary "Will Web Services Really Transform Collaboration?" published in the Winter 2005 edition of MIT Sloan Management Review, HBS associate professor Andrew P. McAfee argues that the...
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Keywords:
by Sara Grant
- 29 Jun 2015
- HBS Case
Consumer-centered Health Care Depends on Accessible Medical Records
in information analytics, attempting to get their arms around the wide array of patient data. Government incentives are helping the push. In 2011, the US Centers for Medicare and Medicaid Services established incentives for doctors'...
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- Web
Baker Library Services - Alumni
infoservices@hbs.edu or 617-495-6040. In-Person Services HBS alumni have free lifetime physical access to the Stamps Reading Room to use resources not available remotely. Before visiting, please confirm that...
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