Filter Results
:
(4,888)
Show Results For
-
All HBS Web
(4,888)
- People (38)
- News (1,586)
- Research (2,451)
- Events (13)
- Multimedia (10)
- Faculty Publications (1,072)
Show Results For
-
All HBS Web
(4,888)
- People (38)
- News (1,586)
- Research (2,451)
- Events (13)
- Multimedia (10)
- Faculty Publications (1,072)
- 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
Vitale, Michael R. "United Services Automobile Association (USAA)." Harvard Business School Case 188-102, March 1988. (Revised September 1993.)
- Web
Terms of Service - Research Computing Services
Usage and Policies Terms of Service 4ms To obtain access to Harvard Business School’s technology resources through Research Computing Services (RCS), you must acknowledge this agreement either...
View Details
- 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- Other Unpublished Work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
- 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
Prince, Jeff, and Shane Greenstein. "Does Service Bundling Reduce Churn?" Journal of Economics & Management Strategy 23, no. 4 (Winter 2014): 839–875.
- 01 Aug 2012
- News
Why Is Great Service So Rare?
- 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
Cooper, Robin. "Commonwealth Blood Transfusion Service." Harvard Business School Case 191-087, November 1990. (Revised February 1991.)
- 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
McAfee, Andrew P. "MK Taxi: Private Chauffeur Service." Harvard Business School Case 605-029, August 2004. (Revised April 2005.)
- 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
DeLong, Thomas J., Warren Brackin, Alex Cabanas, Phil Shellhammer, and David L. Ager. "Procter & Gamble: Global Business Services." Harvard Business School Case 404-124, June 2004. (Revised July 2005.)
- Web
Contact Us
Contact Us Contact Us Work with Us Career & Professional Development is dedicated to fostering connections between employers and HBS talent. Our office takes a personalized...
View Details
- 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
- 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
Applegate, Lynda M., and Kristin Kohler. "eLance.com: Building a Professional Services Marketplace." Harvard Business School Case 801-224, October 2000. (Revised March 2001.)
- 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
Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
- Program
Leading Professional Service Firms
Summary 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...
View Details
- 01 Feb 2000
- News
Financial Services 24/7
Wingspanbank has joined with Lycos Inc. and Juno Online Services in an effort to attract more clients, and it is banking on retaining customers by offering benefits such as discounts when using a...
View Details
Keywords:
Susan Young
- 31 Mar 2022
- Op-Ed
Navigating the ‘Bermuda Triangle’ in Professional Services
used by D. Darryl Wyckoff to explain why the operating ratio—operating cost to revenue—was highest for mid-sized firms in his 1973 study of the trucking industry. It applies, perhaps with even greater power, in the human-capital-intensive...
View Details
Keywords:
by Ashish Nanda
- 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
- Research Summary
Building Capabilities in Professional Service Firms
One of the most distinctive aspects of professional service firms is that the vast majority of the people who work in them are directly involved in serving clients. Long-term success in a professional service firm requires obtaining and developing the right... View Details
- Article
Enfranchisement of Service Workers
By: Leonard A. Schlesinger and James Heskett
Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1....
View Details
Keywords:
Motivation and Incentives;
Franchise Ownership;
Employees;
Compensation and Benefits;
Service Industry;
Japan;
United States
Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
- 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
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
Kiatpongsan, Sorapop, Robert S. Huckman, and Mark D. Hornstein. "The Great Recession, Insurance Mandates, and the Use of In Vitro Fertilization Services in the United States." Fertility and Sterility 103, no. 2 (February 2015): 448–454.
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
service sector? What role does it play in the US economy? Heskett: Leadership practices in the service sector deserve attention because this sector represents nearly 90 percent...
View Details