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All HBS Web
(7,472)
- People (50)
- News (2,514)
- Research (3,373)
- Events (12)
- Multimedia (12)
- Faculty Publications (1,778)
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- 2014
- Other Unpublished Work
No Margin, No Mission? A Field Experiment on Incentives for Public Services Delivery
By: Nava Ashraf, Oriana Bandiera and Kelsey Jack
A substantial body of research investigates the effect of pay for performance in firms, yet less is known about the effect of non-financial rewards, especially in organizations that hire individuals to perform tasks with positive social spillovers. We conduct a field...
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Keywords:
Incentives;
Non-monetary Rewards;
Intrinsic Motivation;
Mission and Purpose;
Social Enterprise;
Motivation and Incentives
Ashraf, Nava, Oriana Bandiera, and Kelsey Jack. "No Margin, No Mission? A Field Experiment on Incentives for Public Services Delivery." (March 2014. Conditionally accepted, Journal of Public Economics.)
- 23 Jan 2012
- Research & Ideas
Break Your Addiction to Service Heroes
designing a model where the full spectrum of your employees-not just the outstanding ones-will have no choice but to deliver excellence as an everyday routine. You get there by building View Details
- November 1992 (Revised December 1992)
- Case
Deere & Co. (A): The Computer Aided Manufacturing Services Division - A Window to the World (Abridged)
By: Robert H. Hayes
The Computer-Aided Manufacturing (CAM) Services Division of John Deere has just received approval to sell their software and computer systems to external customers. These tools, initially developed for internal use, have been widely used throughout Deere. Still,...
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Keywords:
Information Infrastructure;
Applications and Software;
Machinery and Machining;
Technological Innovation;
Markets;
Marketing Strategy;
Product Launch;
Outcome or Result;
Computer Industry;
Manufacturing Industry
Hayes, Robert H. "Deere & Co. (A): The Computer Aided Manufacturing Services Division - A Window to the World (Abridged)." Harvard Business School Case 693-051, November 1992. (Revised December 1992.)
- July 2000 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (A)
Introduces a "new-economy" company, Madison Avenue, facing challenges of mega-success. In the two years since its founding, the company's revenues have grown from zero to nearly $30 million, head count has swollen from the start-up handful to more than 200, and the...
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Keywords:
Organizational Change and Adaptation;
Organizational Design;
Online Advertising;
Advertising Industry
Spear, Steven J., and Jeremy Dann. "Madison Avenue: Digital Media Services (A)." Harvard Business School Case 601-020, July 2000. (Revised September 2005.)
- 2015
- Case
Advanced Leadership Pathways: Mike Critelli and Dossia Service Corporation
By: Rosabeth Moss Kanter and Patricia Bissett Higgins
In 2010, Mark Critelli was a well-seasoned corporate executive who had recently transitioned from being the CEO of a Fortune 500 company to that of a startup called Dossia. As an AL Fellow, he knew that despite believing in Dossia’s mission to empower individuals with...
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Keywords:
Health And Wellness;
Health Care;
Health Care Education;
Health Care Entrepreneurship;
Health Care Industry;
Health Care Investment;
Health Care Outcomes;
Health Care Quality;
Health Care Reform;
Health Care Services;
Health Costs;
Preventive Care;
Insurance Companies;
Insurance Industry;
Employee Compensation;
Empoylee Wellness Programs;
Patient Reported Outcome Measures;
Patient Satisfaction;
Data;
Data Analytics;
Entrepreneurs;
Entrepreneurial Organizations;
Entrepreneurial Ventures;
Start-up;
Leadership Skills;
Disruptive Change;
Health;
Insurance;
Employees;
Leadership;
Disruptive Innovation;
Health Care and Treatment;
Employment;
Entrepreneurship;
Business Startups;
Information Technology;
Analytics and Data Science;
Health Industry;
United States
Kanter, Rosabeth Moss, and Patricia Bissett Higgins. "Advanced Leadership Pathways: Mike Critelli and Dossia Service Corporation." Harvard Business Publishing Case 316-053, 2015. (Harvard Advanced Leadership Initiative.)
- Article
The Electrified Future Is Shared: Mobility Services and Electrification's Pace, Shape
By: Jurgen Weiss
The article examines the potential impacts of new mobility services such as ride sharing and ride hailing on the speed and depth of electrification of personal transportation. The article explores how a shift of transportation towards shared mobility services might...
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Keywords:
Mobility;
Electric Vehicle;
Autonomous Vehicles;
Electricity Demand;
Energy;
Transportation Industry;
Auto Industry;
Energy Industry
Weiss, Jurgen. "The Electrified Future Is Shared: Mobility Services and Electrification's Pace, Shape." Public Utilities Fortnightly PUF 2.0 (February 15, 2018).
- 2016
- Working Paper
Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity
By: Itai Gurvich, Martin Lariviere and Antonio Moreno
Motivated by recent innovations in service delivery such as ride-sharing services and work-from-home call centers, we study capacity management when workers self-schedule. Our service provider chooses capacity to maximize its profit (revenue from served customers minus...
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Keywords:
Strategic Servers;
On-demand Economy;
Independent Capacity;
Distributed Systems;
Uber;
Service Operations;
Performance Capacity
Gurvich, Itai, Martin Lariviere, and Antonio Moreno. "Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity." Working Paper, June 2016.
- 29 Apr 2002
- Research & Ideas
Star Power! How to Win in Professional Services
Limits To Leadership Being the chief executive of any company is a demanding job. Carrying out the responsibilities of a CEO in a professional View Details
Keywords:
by Jay W. Lorsch & Thomas J. Tierney
- 24 Sep 2014
- Op-Ed
Stop Thinking of Climate Change as a Religious or Political Issue
You sometimes hear people say things like, "I believe in global warming" or "I don't believe in climate change." It seems odd to approach climate change in this way, as though it were a question of belief, like religion. Most of the time when we confront uncertainty in...
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- August 1996 (Revised August 1997)
- Case
TNT Limited's Logistics Services in Asia (A): The Strategy
By: Michael Y. Yoshino and Carin-Isabel Knoop
Meredith Hellicar's mission as general manager of corporate development is to make TNT Ltd. one of the biggest and most diverse transport and logistic companies in the world, with approximately $5 billion in turnover in 1993, a leading provider of logistics services in...
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Keywords:
Business or Company Management;
Managerial Roles;
Distribution;
Logistics;
Mission and Purpose;
Partners and Partnerships;
Strategy;
Diversification;
Transportation Industry;
Asia;
China;
Indonesia;
Thailand
Yoshino, Michael Y., and Carin-Isabel Knoop. "TNT Limited's Logistics Services in Asia (A): The Strategy." Harvard Business School Case 397-017, August 1996. (Revised August 1997.)
- March 2012
- Article
China's Growing IT Services and Software Industry: Challenges and Implications
By: F. Warren McFarlan, Ning Jia and Justin Wong
The Chinese management software and IT services industry has grown dramatically over the past two decades and today is about the size of the Indian industry a decade ago. The objective of this article is to help CIOs in firms outside of China better understand the...
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- April 2015
- Case
Dutch Bros. Coffee: A Compelling Future
By: Joshua Margolis and Christine Snively
Travis Boersma, co-founder and President of the Dutch Bros. coffee chain, faces three operational decisions that will shape the company's growth trajectory and distinctive culture. First, should they offer a specialty coffee at a subset of their stores in one region...
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Keywords:
Culture And Community;
Service Management;
Retail;
Food;
Managing Growth;
Family Business;
Small Business;
Leadership;
Culture;
Food and Beverage Industry;
Oregon
Margolis, Joshua, and Christine Snively. "Dutch Bros. Coffee: A Compelling Future." Harvard Business School Case 415-010, April 2015.
- 24 Aug 2009
- Research & Ideas
SuperCorp: Values as Guidance System
What's good for General Motors may no longer be good for the country. In its place must arise a new model of the company, one that serves society as well as rewarding...
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Keywords:
by Rosabeth Moss Kanter
- January 2015 (Revised March 2015)
- Case
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight...
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Keywords:
Service Quality;
Service Management;
Service Quality Competition;
Customer Management;
Customer Service Excellence;
Employee Empowerment;
Employee Engagement;
Employee Training;
India;
Hospitality;
Hotel Industry;
Service Delivery;
Service Operations;
Customer Satisfaction;
Employees;
Quality;
Accommodations Industry;
India
Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
- April 1993 (Revised May 2009)
- Case
Aravind Eye Hospital, Madurai, India: In Service for Sight, The
Starting as a modest 20-bed hospital, Aravind had grown into a 1,400-bed hospital complex by 1992. It had by then screened 3.65 million patients and performed 335,000 cataract surgeries, nearly 70% of them free of cost for the poorest of India's blind population....
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Keywords:
Developing Countries and Economies;
Social Marketing;
Service Delivery;
Service Operations;
Welfare;
Expansion;
Health Industry;
India
Rangan, V. Kasturi. "Aravind Eye Hospital, Madurai, India: In Service for Sight, The." Harvard Business School Case 593-098, April 1993. (Revised May 2009.)
- September 2018 (Revised October 2018)
- Supplement
Lexoo: Building a Long-Lasting Platform
By: Chiara Farronato and Elena Corsi
Lexoo, a UK-based online marketplace for legal services, was facing the strategic choice of how to grow from early start-up to mature platform. Daniel van Binsbergen, Lexoo's CEO, and web developer Chris O'Sullivan, CTO, had set up Lexoo to help Small and Medium-Sized...
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- July 2013 (Revised June 2014)
- Case
Collaborating for Growth: Duane Morris in a Turbulent Legal Sector
By: Heidi K. Gardner and Annelena Lobb
By the late 2000s, the law firm Duane Morris had transformed itself from a growing U.S. law firm to a significant global player. The firm's uniquely collaborative organizational culture, which featured a transparent, data-driven compensation system, practice-group...
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Keywords:
Professional Service Firm;
Collaboration;
Performance Management;
Risk and Uncertainty;
Competition;
Management Practices and Processes;
Organizational Structure;
Groups and Teams;
Organizational Culture;
Performance;
Cooperation;
Globalized Firms and Management;
Compensation and Benefits;
Volatility;
Growth and Development Strategy;
Legal Services Industry;
United States
Gardner, Heidi K., and Annelena Lobb. "Collaborating for Growth: Duane Morris in a Turbulent Legal Sector." Harvard Business School Case 414-022, July 2013. (Revised June 2014.)
- June 2019
- Case
Fangda Partners: A Step Ahead
By: Ashish Nanda and Lisa Rohrer
Elite Chinese law firm Fangda Partners has steered Alibaba and other Chinese and international clients through the complex legal, corporate, and regulatory challenges associated with executing international transactions. “Fangda has traveled a long distance in a short...
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Keywords:
Law Firm;
Law Firms;
Growth;
Legal Industry;
Regulation;
Professional Services;
Law;
Leadership;
Growth and Development;
Strategy;
Governing Rules, Regulations, and Reforms;
Legal Services Industry;
China
Nanda, Ashish, and Lisa Rohrer. "Fangda Partners: A Step Ahead." Harvard Business School Case 719-406, June 2019.
- March 2019
- Technical Note
Control or Flexibility? Structured Empowerment Offers Both—Lessons from Retail & Service Chains (Abridged)
By: Tatiana Sandino
This note explains how several retail and service organizations use a practice described here as “structured empowerment” to balance control and flexibility as they grow. I define structured empowerment as a practice that grants employees both (a) the power to make...
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Keywords:
Service Operations;
Standards;
Employees;
Service Delivery;
Decision Making;
Power and Influence;
Service Industry;
Service Industry
Sandino, Tatiana. "Control or Flexibility? Structured Empowerment Offers Both—Lessons from Retail & Service Chains (Abridged)." Harvard Business School Technical Note 119-088, March 2019.
- July 3, 2020
- Article
Delivery Apps Need to Start Treating Suppliers As Partners
By: Scott Duke Kominers and Ian Macomber
Home delivery has shifted from a luxury service aimed at young urban professionals to a core part of many businesses, which is used by almost everyone. That upheaval has strained capacity of many delivery services and changed how they relate to the suppliers that they...
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Keywords:
Service Delivery;
Supply Chain;
Performance Capacity;
Performance Efficiency;
Entrepreneurship
Kominers, Scott Duke, and Ian Macomber. "Delivery Apps Need to Start Treating Suppliers As Partners." Harvard Business Review (website) (July 3, 2020).