Publications

November 1995 (Revised January 1997)
Teaching Note

Measure of Delight, A: The Pursuit of Quality at AT&T Universal Card Services (A) TN

By: Robert H. Hayes

Teaching Note for (9-694-047). View Details

Keywords: Telecommunications Industry

03 Feb 2003
Research & Ideas

Web Services

Before this can occur, however, issues such as complexity of installation and management, software quality, and cost must be addressed. Some other unsolved problems, Scott added, are quality of service and... View Details

Keywords: by Julia Hanna; Service

1996
Chapter

Integrating Strategy Research to Explain a Competitive Phenomenon in Labor-Dependant Services

July 2002 (Revised March 2003)
Case

North East Medical Services

By: Thomas J. DeLong and Wendy Carter

Sophie Wong, president and CEO of North East Medical Services, a health care organization dedicated to serving the underprivileged Asian American community in San Francisco, must decide how to reposition the organization to serve patients from multiple income levels... View Details

Keywords: Health Care and Treatment; Human Resources; Leadership; Business and Stakeholder Relations; Health Industry; San Francisco

2016
Working Paper

How Does Competition Impact Quality of Care? A Case Study of the U.S. Dialysis Industry

By: Leemore S. Dafny, David Cutler and Christopher Ody

11 Apr 2000
Research & Ideas

Financial Services 24/7

brave new world. The transformation ignited by the Internet is creating a new paradigm in the financial services industry, characterized by surprising business structures. "The competitive landscape is... View Details

Keywords: by Susan Young

January 2005 (Revised November 2009)
Case

Tata Consultancy Services

By: Rohit Deshpande and Seth Schulman

As CEO of Tata Consultancy Services (TCS), S. "Ram" Ramadorai had grown the company into an emerging IT services powerhouse, with marquee clients such as General Electric, offices in 32 countries, and revenues of nearly $2 billion dollars. Now, he was about to steer... View Details

Keywords: Initial Public Offering; Job Cuts and Outsourcing; Labor; Competitive Strategy; Information Technology; Consulting Industry; India; United States

2008
Working Paper

The Effect of Labor on Profitability: The Role of Quality

By: Zeynep Ton

Determining staffing levels is an important decision in retail operations. While the costs of increasing labor are obvious and easy to measure, the benefits are often indirect and not immediately felt. One benefit of increased labor is improved quality. The objective... View Details

Keywords: Profit; Selection and Staffing; Service Delivery; Business Processes; Quality; Retail Industry

2020
Discussion Paper

Acting Now While Preparing for Tomorrow: Competitiveness Upgrading Under the Shadow of COVID-19

By: Christian H.M. Ketels and Peter Clinch

This paper aims to provide policy makers, especially those focused on the longer-term growth potential of their countries, with an initial framework to think about their action priorities in the context of the overall COVID-19 response. Our focus is on the... View Details

Keywords: Competitiveness; COVID-19 Pandemic; Competition; Government Administration; Health Pandemics; Economy; Supply Chain; Safety

Teaching Interest

Leading Professional Service Firms

By: Andy Wu

As entry barriers rapidly disappear, competition is accelerating and reshaping the business landscape for professional service firms. Navigating this continual change successfully requires extraordinary leadership abilities. This professional service firm... View Details

July 2023
Article

Impacts of Electricity Quality Improvements: Experimental Evidence on Infrastructure Investments

By: Robyn C. Meeks, Arstan Omuraliev, Ruslan Isaev and Zhenxuan Wang

Hundreds of millions of households depend on electricity grid connections providing low quality and unreliable services. Understanding the impacts of and consumer response to electricity quality improvements is important for development and the environment. We... View Details

Keywords: Infrastructure; Energy; Quality; Kyrgyzstan

January 1998
Background Note

Marketspace Bookmall Competition

By: Jeffrey F. Rayport and Leonard A. Schlesinger

Overview of the Marketspace Bookmall Competition project for the Managing Marketspace Service Interfaces course. View Details

22 Apr 2010
Working Paper Summaries

Audit Quality and Auditor Reputation: Evidence from Japan

Keywords: by Douglas J. Skinner & Suraj Srinivasan

Teaching Interest

Transforming Customer Experiences - Executive Education

By: Ryan W. Buell

In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details

Keywords: Service Delivery; Customer Satisfaction; Customer Loyalty; Quality; Employees; Service Models; Service Industry

October 1987 (Revised March 1992)
Case

United Parcel Service (A)

United Parcel Service (UPS) in 1987 faced serious challenges to its long-standing policies of on-the-job training and promotion from within. Increased competition in its traditional business of ground transport found UPS lagging in computerization and in need of... View Details

Keywords: Organizational Change and Adaptation; Information Technology; Organizational Culture; Human Resources; Service Industry; United States

March 1, 2011
Article

Technology Will Make Collaboration Your Next Competitive Advantage

By: Jeffrey F. Rayport

Keywords: Technology; Digital Services; Strategy; Internet and the Web; Marketing

March 2002 (Revised October 2002)
Background Note

Service on the Internet: The Effect of Physical Service on Scalability

Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These... View Details

Keywords: Internet and the Web; Service Delivery; Service Industry