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2015
Book

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

By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger

Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details

Keywords: Management; Leadership; Service Operations; Service Delivery

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November 1992
Background Note

Note on Service Mapping

By: James L. Heskett

Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations. View Details

Keywords: Management Analysis, Tools, and Techniques; Operations; Business Processes; Organizational Structure; Service Industry

June 1996 (Revised April 2003)
Case

AeroTech Service Group, Inc.

AeroTech Service Group uses Internet protocols and other advanced computing technologies to interconnect the IS networks of McDonnell-Douglas Aerospace with many of its customers, suppliers, and other partners. The case discusses AeroTech's product and explores options... View Details

Keywords: Internet and the Web; Information Technology; Information Technology Industry; Air Transportation Industry

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... View Details

Keywords: Broadband Service; Attention Allocation; Consumer Behavior; Household; Internet and the Web; Competition; Policy

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Research Summary

Quality in Service Operations

Rogelio Oliva is interested in understanding how the operational characteristics of service delivery processes interact with human resource and marketing policies to determine the long term productivity, quality, and profitability of a service operation. Specifically,... View Details

01 Jan 1977
Conference Presentation

Short Term Natural Gas Consumption Forecasts: Optimal Use of National Weather Service Data

By: James K. Sebenius and Richard Lehman

Keywords: Forecasting and Prediction; Research; Business and Government Relations; Energy Industry

March 1988 (Revised September 1993)
Case

United Services Automobile Association (USAA)

Under the leadership of Robert F. McDermott, USAA has been transformed from a property and casualty insurance company with $200 million in assets in the late 1960s to a $11 billion financial services empire in 1988. The case illustrates the value of having a CEO drive... View Details

Keywords: Business or Company Management; Leadership; Information Technology; Financial Services Industry; Financial Services Industry; United States

December 1998
Background Note

Retail Financial Services in 1998

By: Stephen P. Bradley and Takia Mahmood

Provides an overview of the current restructuring that is taking place in the retail financial services industry. Provides a brief overview of the structural changes in banking, brokerage, insurance, and mutual funds. Used as background for examining the strategies of... View Details

Keywords: Economic Sectors; Economy; Financial Institutions; Financial Markets; Industry Growth; Strategy; Competitive Strategy; Financial Services Industry; Financial Services Industry

2011
Other Unpublished Work

Popularity Profiles: How Customers' Use of a Long-Tail Assortment Relates to their Service Retention

By: Anita Elberse and David A. Schweidel

Keywords: Customer Relationship Management

August 2004 (Revised April 2005)
Case

MK Taxi: Private Chauffeur Service

MK Taxi Tokyo has developed a system to allow customers to use their mobile phones to find and contact the cab closest to them, bypassing the dispatch center. The system, called the Private Chauffeur Service (PCS), makes use of NTT's i-mode service, which essentially... View Details

Keywords: Information Technology; Entrepreneurship; Customer Focus and Relationships; Transportation; Mobile and Wireless Technology; Service Industry; Service Industry; Tokyo

02 May 2000
Research & Ideas

Leading Professional Service Firms

motivated you and your HBS colleagues to develop a course specifically for leaders of professional service firms? Lorsch: Professional service firms represent an $80 billion industry worldwide. In the View Details

Keywords: Re: Jay W. Lorsch; Service; Service; Service

September 2016
Case

Financial Services at Falabella (A)

By: C. Fritz Foley and Agustin M. Hurtado

In 2010, the board and senior management team of Falabella, a leading retailer with operations throughout Latin America, faced choices about what to do with its financial services division. More than 4.5 million customers had CMR credit cards that could be used in... View Details

Keywords: Consumer Credit; Financial Institutions; Personal Finance; Financial Management; Financial Strategy; Corporate Strategy; Banking Industry; Retail Industry; Latin America; Chile; Argentina; Colombia; Peru

November 1990 (Revised February 1991)
Case

Commonwealth Blood Transfusion Service

For the first time, the Commonwealth Blood Transfusion Service (CBTS) has to determine product costs for the output of its plasma fractionation center. The motivation for determining product costs is political in nature. Therefore, the CBTS has to find a way to report... View Details

Keywords: Product; Cost; Health Care and Treatment; Health Industry

April 2006
Background Note

Informing Service Management with Customer Data

By: Frances X. Frei and Dennis Campbell

Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details

Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value

Winter 2014
Article

Does Service Bundling Reduce Churn?

By: Jeff Prince and Shane Greenstein

We examine whether bundling in telecommunications services reduces churn using a series of large, independent cross sections of household decisions. To identify the effect of bundling, we construct a pseudo-panel dataset and utilize a linear, dynamic panel-data model,... View Details

Keywords: Communication Technology; Customer Satisfaction; Product Marketing; Telecommunications Industry

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June 2004 (Revised July 2005)
Case

Procter & Gamble: Global Business Services

By: Thomas J. DeLong, Warren Brackin, Alex Cabanas, Phil Shellhammer and David L. Ager

Dave Walker, vice-president of business service opportunities and chairman of the governance team at Procter & Gamble, must decide what to do with P&G's 5,700 employee Global Business Services (GBS) group. GBS brought together internal services such as finance,... View Details

Keywords: Business Units; Change Management; Decision Making; Globalized Firms and Management; Job Cuts and Outsourcing; Organizational Design

22 Oct 2007
Research & Ideas

Bringing ‘Lean’ Principles to Service Industries

Wipro Technologies, an Indian outsource provider of software services, launches its own lean initiative. "In terms of operations and improvements, the service industries in general are a long way behind manufacturing," Upton... View Details

Keywords: by Julia Hanna; Computer

October 2000 (Revised March 2001)
Case

eLance.com: Building a Professional Services Marketplace

By: Lynda M. Applegate and Kristin Kohler

Launched as an eBay for services, eLance promises to leverage the capabilities of the Internet to not only change the way services are bought and sold, but change the fundamental dynamics of the global economy. Building on theories posited in the HBR article by Tim... View Details

Keywords: Entrepreneurship; Technological Innovation; Job Search; Business or Company Management; Growth and Development Strategy; Business Strategy; Competitive Strategy; Web Sites; Service Industry; Service Industry

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February 2015
Article

The Great Recession, Insurance Mandates, and the Use of In Vitro Fertilization Services in the United States

By: Sorapop Kiatpongsan, Robert S. Huckman and Mark D. Hornstein

Objective: To investigate the relationship between economic activities, insurance mandates, and the use of in vitro fertilization (IVF) in the United States.

Design: We examined the correlation between the coincident index (a proxy for overall economic... View Details

Keywords: Macroeconomics; Recessions; Medical Care; In Vitro Fertilization; Health Industry; United States

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April 1996 (Revised March 1998)
Case

Lex Service PLC-- Cost of Capital

By: W. Carl Kester and Kendall Backstrand

Lex Service company has grown into a large multidivisional company with a substantial capital budget. In 1993, the board was reviewing its capital budgeting procedures. Specifically, it sought to determine the company's cost of capital and whether it should use... View Details

Keywords: Risk and Uncertainty; Cost of Capital; Equity; Capital Budgeting

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