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Show Results For
- All HBS Web
(4,696)
- People (27)
- News (1,254)
- Research (2,740)
- Events (13)
- Multimedia (11)
- Faculty Publications (1,488)
- 2006
- Book
Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis
By: H. David Sherman and Joe Zhu
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance—Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific... View Details
Sherman, H. David, and Joe Zhu. Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis. Boston, MA: Springer, 2006.
- 26 May 2011
- News
The Internet Changes Everything — Except Four Things
- 12 Oct 1999
- Research & Ideas
Throwing Your Opponent: Strategies for the Internet Age
The Internet is changing the nature of competition in virtually every industry. And according to HBS professor David Yoffie, competing in the Internet age is more than just a matter of having to do... View Details
Keywords: by Daniel Penrice
- October 2003 (Revised January 2016)
- Exercise
The BCPC Internet Strategy Team: An Exercise
By: Amy C. Edmondson and Laura Feldman
This short fictional case forms the basis of a team decision-making exercise. The case, inspired by a real decision facing a major telecommunications company, describes a cross-functional management team convened by the CEO for the purpose of developing a... View Details
Keywords: Groups and Teams; Decision Making; Risk and Uncertainty; Information Management; Perspective; Product Launch; Internet and the Web; Knowledge Sharing; Telecommunications Industry
Edmondson, Amy C., and Laura Feldman. "The BCPC Internet Strategy Team: An Exercise." Harvard Business School Exercise 604-035, October 2003. (Revised January 2016.) (Six supplements available for Chris Berkowitz, Dana Jones, Jan Trow, Kim Wilson, Leslie Rhee, and Terry Maneri.)
- 26 Nov 2012
- Research & Ideas
New Winners and Losers in the Internet Economy
the first two quarters of 2012, is a follow-up to an IAB study based on 2007 data, back when, as is sometimes forgotten, MySpace was bigger than Facebook. The most recent study provides a detailed look at the growth of the View Details
- November 1999 (Revised March 2003)
- Case
Webvan: Groceries on the Internet
By: John A. Deighton and Kayla Bakshi
What are the prospects for grocery shopping on the Web? This case invites a comparison of seven business models, with particular emphasis on Webvan. Why does the investment community value Webvan at $7.8 billion after less than six months of operating experience, and... View Details
Keywords: Business Model; Experience and Expertise; Investment; Information; Marketing; Distribution Channels; Service Delivery; Cognition and Thinking; Internet and the Web; Service Industry; Service Industry
Deighton, John A., and Kayla Bakshi. "Webvan: Groceries on the Internet." Harvard Business School Case 500-052, November 1999. (Revised March 2003.)
- January 2005 (Revised March 2008)
- Exercise
New Service Design Exercise
By: Frances X. Frei
Used in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic... View Details
Frei, Frances X. "New Service Design Exercise." Harvard Business School Exercise 605-053, January 2005. (Revised March 2008.)
- October 2019 (Revised August 2022)
- Case
Nehemiah Mfg. Co.: Providing a Second Chance
By: Michael Chu, Brian Trelstad and John Masko
In 2009, Dan Meyer and Richard Palmer, two veterans of the fast-moving consumer goods (FMCG) industry, founded Nehemiah Manufacturing to build FMCG brands while providing jobs to Cincinnati, Ohio’s beleaguered urban core. Two years later, the pair made their first... View Details
Keywords: Fast Moving Consumer Goods; Social Entrepreneurship; Retention; Selection and Staffing; Employment; Human Capital; Growth Management; Brands and Branding; Social Marketing; Mission and Purpose; Prejudice and Bias; City; Urban Scope; Consumer Products Industry; Manufacturing Industry; Ohio; United States
Chu, Michael, Brian Trelstad, and John Masko. "Nehemiah Mfg. Co.: Providing a Second Chance." Harvard Business School Case 320-008, October 2019. (Revised August 2022.)
- 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.
- 2018
- Article
Service Operations: What's Next?
By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel.... View Details
Field, Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie J. Zhang. "Service Operations: What's Next?" Journal of Service Management 29, no. 1 (2018): 55–97.
- 16 Mar 2009
- Research & Ideas
When the Internet Runs Out of IP Addresses
and ultimately make the Internet less useful than it could be. Another important challenge is that if networks can't get new IP addresses, it will be harder to enter many technology businesses. Want to start a new ISP? Or run a View Details
- 25 Oct 2019
- News
Can Big-Box Retailers Provide Local Health Care?
- March 1996 (Revised October 1996)
- Case
Singapore's Trade in Services
By: Debora L. Spar
Focuses on the efforts of Singapore's Economic Development Board (EDB) to grow the tiny island almost wholly through an expansion of its service economy. Between 1965 and 1990, Singapore achieved a remarkable rate of growth, largely by opening its economy to foreign... View Details
Keywords: Growth Management; Service Operations; Government and Politics; Developing Countries and Economies; Macroeconomics; Service Industry; Singapore
Spar, Debora L., Julia Kou, and Laura Bures. "Singapore's Trade in Services." Harvard Business School Case 796-135, March 1996. (Revised October 1996.)
- 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.)
- March 2002
- Case
AOL, Cisco, Yahoo!: Building the Internet Commons
By: James E. Austin
Since the spring of 2001, AOL, Cisco, and Yahoo! had collaborated on ways to improve the effectiveness of using the Internet to benefit society. Each company considered itself strongly committed to philanthropy, making significant charitable donations, and fostering a... View Details
Keywords: Internet and the Web; Philanthropy and Charitable Giving; Business and Community Relations; Web Services Industry; Web Services Industry
Austin, James E. "AOL, Cisco, Yahoo!: Building the Internet Commons." Harvard Business School Case 302-088, March 2002.
- 2020
- Article
Inconvenient Truths: Interpreting the Origins of the Internet
By: Shane Greenstein
A conventional economic narrative provides intellectual underpinnings for governments to subsidize research and development ("R&D") that coordinates risky research to benefit many in society. This essay compares this narrative with the origins and invention of the... View Details
Keywords: Lead Users; Technology Transfer; Internet and the Web; History; Analysis; Research and Development; Governance; Information Technology; Policy
Greenstein, Shane. "Inconvenient Truths: Interpreting the Origins of the Internet." Journal of Law & Innovation 3 (2020): 36–68.
- 16 May 2000
- Research & Ideas
Getting the Message: How the Internet is Changing Advertising
expert who has studied advertising for forty years, believes the future of Internet advertising depends on improvements in technology. "We won't really understand the full potential of Internet... View Details
Keywords: by Susan Young
- November 2010 (Revised January 2011)
- Case
Computerized Provider Order Entry at Emory Healthcare
By: Richard G. Hamermesh, F. Warren McFarlan, Mark Keil, Andrew Katz, Michael Morgan and David LaBorde
The Computerized Provider Order Entry at Emory Healthcare case presents one hospital system's efforts to implement computerized provider order entry (CPOE) across all of its hospitals and the challenges they faced in doing so. Issues such as standardization of care,... View Details
Keywords: Health Care and Treatment; Information Management; Management Systems; Standards; Service Delivery; Business Processes; Organizational Change and Adaptation; Projects; Information Technology; Applications and Software; Health Industry
Hamermesh, Richard G., F. Warren McFarlan, Mark Keil, Andrew Katz, Michael Morgan, and David LaBorde. "Computerized Provider Order Entry at Emory Healthcare." Harvard Business School Case 311-061, November 2010. (Revised January 2011.)
- February 2003 (Revised June 2003)
- Case
Interface's Evergreen Services Agreement
In an attempt to reduce its ecological footprint, Interface Americas, a leading manufacturer of commercial carpet tile, has launched the Evergreen Services Agreement (ESA)--a lease agreement that provides would-be carpet purchasers with comprehensive floor-covering... View Details
Keywords: Business Model; Product; Environmental Sustainability; Innovation and Invention; Leasing; Consumer Products Industry; Houston
Oliva, Rogelio, and James Quinn. "Interface's Evergreen Services Agreement." Harvard Business School Case 603-112, February 2003. (Revised June 2003.)
- March 2002
- Background Note
Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce
Illustrates how various elements in a customer's encounter with Internet services relying on physical service (labor-intensive customer support and/or logistics) affect one another. Presents a framework that suggests: 1) that improving service quality in specific... View Details
Keywords: Internet and the Web; Service Delivery; Performance Efficiency; Performance Effectiveness; Service Industry
Hallowell, Roger H. "Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce." Harvard Business School Background Note 802-155, March 2002.