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All HBS Web
(7,461)
- People (50)
- News (2,514)
- Research (3,373)
- Events (12)
- Multimedia (12)
- Faculty Publications (1,778)
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- 01 Jul 2015
- Research & Ideas
A Bank That Takes Parmesan as Collateral: The Cheese Stands a Loan
Since 1953, the regional bank Credito Emiliano has accepted curious collateral for small-business loans: giant wheels of Parmigiano-Reggiano cheese. Known locally as Credem, the bank is the subject of a new...
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- 09 Apr 2001
- Research & Ideas
Marketing a Country: Promotion as a Tool for Attracting Foreign Investment.
private organizations, however, the quasi-government agencies did not face the problems likely to be faced by a private agency in conducting the investment promotion tasks that are more like typical government tasks, such View Details
Keywords:
by Louis T. Wells & Alvin G. Wint
- Research Summary
Non-Monetary Compensation as a Source of Sustainable Competitive Advantage
Non-monetary compensation consists of things individuals get from their work that cannot be converted into currency in any way (e.g. duty, meaning and joy). Through an in-depth, case-based, examination of a number of organizations relying on non-monetary... View Details
- August 2000 (Revised June 2001)
- Case
Fsas: Fujitsu Support and Service Inc.
Fsas was created as a spinoff subsidiary of Fujitsu to service PC networks. As the company succeeded, it became listed on Japan's stock exchange--second tier. Now the Internet is causing Fsas to decide how to structure itself again. Should it spinoff a new company?
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Keywords:
Business Subsidiaries;
Internet;
Business Growth and Maturation;
Innovation and Invention;
Information Technology Industry;
Japan
Chesbrough, Henry W., and Yoshinori Fujikawa. "Fsas: Fujitsu Support and Service Inc." Harvard Business School Case 601-003, August 2000. (Revised June 2001.)
- December 2003 (Revised April 2004)
- Case
Sherif Mityas at A.T. Kearney (A): Negotiating a Client Service Predicament
By: Ashish Nanda
Sherif Mityas, recently promoted as project manager at A.T. Kearney, faced a client service challenge in his very first project experience. Mityas had been working closely for six weeks with the management team of the U.S. subsidiary of a Japan-headquartered consumer...
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Keywords:
Management;
Conflict of Interests;
Business Subsidiaries;
Trust;
Consumer Products Industry;
Japan;
United States
Nanda, Ashish, and Kelley Elizabeth Morrell. "Sherif Mityas at A.T. Kearney (A): Negotiating a Client Service Predicament." Harvard Business School Case 904-031, December 2003. (Revised April 2004.)
- Research Summary
Sovereign Debt as a Contingent Claim: A Quantitative Approach (joint with Fabio Kanczuk)
By: Laura Alfaro
We construct a dynamic equilibrium model with contingent service and adverse selection to quantitatively study sovereign debt. In the model, benefits of defaulting are tempered by higher future interest rates. For a wide parameter, the only equilibrium is one in which...
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- Research Summary
The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services
By: Karen Mills
An active debate has centered on the importance of manufacturing for driving innovation in the U.S. economy. This paper offers an alternative framework that focuses on the role of suppliers of goods and services (the “supply chain economy”) in national performance. We...
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- 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
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last-minute change in travel plans in contrast to the sulky server...
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- January 2012 (Revised March 2013)
- Case
Ctrip: Scientifically Managing Travel Services
By: David A. Garvin and Nancy Hua Dai
Ctrip is a $437 million Chinese on-line travel services company with a scientific, data driven approach to management. The case explores Ctrip's founding and early growth, its expansion into multiple market segments including hotel reservations, air ticketing, leisure...
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Keywords:
Scientific Management;
Data-driven Management;
Management;
Expansion;
Business Growth and Maturation;
Market Entry and Exit;
Mathematical Methods;
Business Processes;
Information Management;
Travel Industry;
China
Garvin, David A., and Nancy Hua Dai. "Ctrip: Scientifically Managing Travel Services." Harvard Business School Case 312-092, January 2012. (Revised March 2013.)
- December 2005 (Revised October 2006)
- Case
Pharmacy Service Improvement at CVS (A)
CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems...
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Keywords:
Information Technology;
Performance Improvement;
Business Processes;
Retail Industry;
Pharmaceutical Industry;
United States
McAfee, Andrew P. "Pharmacy Service Improvement at CVS (A)." Harvard Business School Case 606-015, December 2005. (Revised October 2006.)
- April 2008
- Module Note
Service Design in the Context of Customer-Operators
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on...
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Frei, Frances X. "Service Design in the Context of Customer-Operators." Harvard Business School Module Note 608-134, April 2008.
- November 1999 (Revised November 2000)
- Background Note
Overview of the Professional Services Course, An
By: Thomas J. DeLong and Ashish Nanda
Provides an overview of the HBS MBA Professional Services Course. Presents a structure and an outline intended to serve as a reference and provide orientation to students as the course progresses.
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DeLong, Thomas J., and Ashish Nanda. "Overview of the Professional Services Course, An." Harvard Business School Background Note 800-229, November 1999. (Revised November 2000.)
- March 2005 (Revised June 2006)
- Case
Sun Microsystems, Inc.: Web Services Strategy
By: Thomas R. Eisenmann and Fernando Suarez
Microsoft and IBM have excluded Sun Microsystems from the board of the Web Services Interoperability Organization (WS-I), an industry consortium that will shape the evolution of Web services standards. Sun managers must decide whether to join WS-I as a contributing...
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Keywords:
Information Technology;
Standards;
Corporate Governance;
Power and Influence;
Web Services Industry;
Web Services Industry
Eisenmann, Thomas R., and Fernando Suarez. "Sun Microsystems, Inc.: Web Services Strategy." Harvard Business School Case 805-095, March 2005. (Revised June 2006.)
- January 1994
- Case
ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation
By: D. Quinn Mills, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson and Richard C. Wei
In the midst of dramatic changes in the information systems industry and declining profits at the ABC Co., the vice president in charge of the sales and service division, Jeff, and his managers attempt to transform their division. The transformation gets off to a good...
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Keywords:
Organizational Change and Adaptation;
Transformation;
Motivation and Incentives;
Resignation and Termination;
Communication;
Business or Company Management;
Information Technology Industry
Mills, D. Quinn, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson, and Richard C. Wei. "ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation." Harvard Business School Case 494-075, January 1994.
- March 2001 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (C)
By July 2000, Madison Avenue had experienced extraordinary growth in sales, employees, clients, and service offerings. From late 1999 to July 2000, the company had taken several initiatives to redesign its internal processes so that the firm could continue to grow,...
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Keywords:
Service Operations;
Digital Marketing;
Product Development;
Growth and Development Strategy;
Advertising Industry
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (C)." Harvard Business School Case 601-077, March 2001. (Revised September 2005.)
- 22 Jan 2008
- Research & Ideas
New Challenges in Leading Professional Services
professionals with a very high need for achievement. Few want to make a career of working in the firm. These variables are different from regular organizations. The economic model is different View Details
- 16 May 2005
- Research & Ideas
Confronting the Reality of Web Services
opportunities to use their new language skills. Q: What questions should a CIO or other company leader ask as they consider a Web services...
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Keywords:
by Sara Grant
- 2013
- Article
How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality
By: Alvin J. Silk and Charles King III
We analyze changes in concentration levels in the U.S. Advertising and Marketing Services industry using data from the U.S. Census Bureau's quinquennial Economic Census and the Service Annual Survey. These data, heretofore largely ignored, allow us to redress some of...
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Keywords:
Concentration Levels;
Data;
U.S. Census Bureau’s Quinquennial Economic Census And The Service Annual Survey;
Measurement Problems;
Herfindahl-Hirschman Index;
Concentration Ratios;
Advertising;
Advertising Industry;
North and Central America
Silk, Alvin J., and Charles King III. "How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality." Journal of Current Issues & Research in Advertising 34, no. 1 (2013): 166–193.
- April 2017 (Revised February 2020)
- Supplement
edaixi (eWash): Digital Transformation of Laundry Services (B)
By: Feng Zhu, Weiru Chen, Chuang Chen and Ciwu Lin
Founded in 2013 as a laundry service featuring online ordering for home pickup and delivery, China’s edaixi (eWash) illustrated the online-to-offline (O2O) business model. As yet unclear in 2016 was the optimal way to organize third-party laundry service providers,...
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Keywords:
Laundry;
O2O;
Online-to-offline;
Service Operations;
Business Model;
Digital Platforms;
Transformation;
Service Industry;
China
Zhu, Feng, Weiru Chen, Chuang Chen, and Ciwu Lin. "edaixi (eWash): Digital Transformation of Laundry Services (B)." Harvard Business School Supplement 617-038, April 2017. (Revised February 2020.)