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All HBS Web
(115,935)
- Faculty Publications (280)
- Article
Market Heterogeneity and Local Capacity Decisions in Services
By: Dennis Campbell and Frances X. Frei
We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in...
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Keywords:
Customer Satisfaction;
Cost;
Standards;
Service Delivery;
Service Operations;
Performance Capacity;
Performance Productivity;
Financial Services Industry;
United States
Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)
- December 2011
- Article
Prices or Knowledge? What Drives Demand for Financial Services in Emerging Markets?
By: Shawn A. Cole, Thomas Sampson and Bilal Zia
Financial development is critical for growth, but its micro-determinants are not well understood. We test leading theories of low demand for financial services in emerging markets, combining novel survey evidence from Indonesia and India with a field experiment. We...
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Keywords:
Price;
Knowledge;
Demand and Consumers;
Emerging Markets;
Banks and Banking;
Education;
Finance;
Behavior;
Service Operations;
Financial Services Industry;
India;
Indonesia
Cole, Shawn A., Thomas Sampson, and Bilal Zia. "Prices or Knowledge? What Drives Demand for Financial Services in Emerging Markets?" Journal of Finance 66, no. 6 (December 2011): 1933–1967.
- November 2011 (Revised December 2013)
- Case
Accretive Health
By: William A. Sahlman and Evan Richardson
Mary Tolan, CEO Accretive Health, examines whether to expand the company's operations in hospital revenue cycle management into the field of Total Cost of Care management.
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Sahlman, William A., and Evan Richardson. "Accretive Health." Harvard Business School Case 812-061, November 2011. (Revised December 2013.)
- 2011
- Case
Wrapitup
By: W. Earl Sasser
A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store...
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- August 2011 (Revised August 2012)
- Case
JetBlue Airways: Deicing at Logan Airport
By: Douglas Fearing and Robert S. Huckman
The case explores a deicing capacity expansion decision made by JetBlue at Boston Logan International Airport in the summer of 2010. The need for capacity expansion was driven by significant challenges faced during the previous winter combined with substantial...
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Keywords:
Operational Disruptions;
Strategic Planning;
Disruption;
Cost vs Benefits;
Air Transportation;
Service Operations;
Logistics;
Operations;
Air Transportation Industry;
Boston
Fearing, Douglas, and Robert S. Huckman. "JetBlue Airways: Deicing at Logan Airport." Harvard Business School Case 612-028, August 2011. (Revised August 2012.)
- July 2011
- Article
Mixed Source
By: Ramon Casadesus-Masanell and Gaston Llanes
We study competitive interaction between a profit-maximizing firm that sells software and complementary services and a free open source competitor. We examine the firm's choice of business model between the proprietary model (where all software modules are...
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Keywords:
Competition;
Open Source Distribution;
Profit;
Sales;
Applications and Software;
Service Operations;
Business Model;
Decision Choices and Conditions;
Quality;
Value Creation
Casadesus-Masanell, Ramon, and Gaston Llanes. "Mixed Source." Management Science 57, no. 7 (July 2011): 1212–1230.
- June 2011
- Background Note
It's a Social World
By: Stephen P. Bradley and Nancy Bartlett
Social media had fashioned the lives of individuals and communities by 2010, providing an opportunity and a challenge for companies of all sizes. This note provides background on various social media (e.g. social networks, forums, games and communication services) and...
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- May 2011
- Case
Baria Planning Solutions, Inc.: Fixing the Sales Process
By: Steven C. Wheelwright and William Schmidt
Baria Planning Solutions (BPS) is a consulting firm that specializes in using spend analysis to help companies identify savings through reduced procurement costs and improved supplier performance. Management is concerned about the disappointing performance of the sales...
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Keywords:
Quantitative Analysis;
Technology;
Operations Management;
Product Lines;
Manufacturing;
Capacity Planning;
Production Planning;
Production;
Management Practices and Processes;
Service Operations;
Supply Chain Management;
Salesforce Management;
Planning;
Consulting Industry;
North and Central America
Wheelwright, Steven C., and William Schmidt. "Baria Planning Solutions, Inc.: Fixing the Sales Process." Harvard Business School Brief Case 114-568, May 2011.
- April 2011 (Revised May 2012)
- Case
City Year: The Journey
By: Rosabeth Moss Kanter and James Weber
Throughout its first two decades, City Year, a non-profit organization, was dedicated to recruiting young adults to give a year of public service. It had passed through several growth phases but by 2010 a new challenge, and opportunity, had arisen when City Year and...
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Keywords:
Education;
Service Operations;
Nonprofit Organizations;
Growth and Development Strategy;
Performance Efficiency;
Resource Allocation
Kanter, Rosabeth Moss, and James Weber. "City Year: The Journey." Harvard Business School Case 311-080, April 2011. (Revised May 2012.)
- March 2011
- Case
Calveta Dining Services, Inc.: A Recipe for Growth?
By: James L. Heskett and Patricia Girardi
Calveta Dining Services contracts with senior living facilities (SLFs) for the management of food service to residents. Created by Antonio Calveta and built on his passion for food and traditional family values, the firm had enjoyed three decades of strong growth when...
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Keywords:
Corporate Vision;
Employee Empowerment;
Service Management;
Family Businesses;
Growth Strategy;
Family Business;
Expansion;
Communication;
Employee Relationship Management;
Service Operations;
Organizational Structure;
Growth and Development Strategy;
Service Industry;
Food and Beverage Industry
Heskett, James L., and Patricia Girardi. "Calveta Dining Services, Inc.: A Recipe for Growth?" Harvard Business School Brief Case 114-261, March 2011.
- February 2011
- Case
Chegg: Textbook Rental Takes Flight
By: Thomas R. Eisenmann, William A. Sahlman and Evan W. Richardson
In late 2010, Silicon Valley-based Chegg, the leading online college textbook rental company, is scaling rapidly. The case recounts Chegg's history from its origins as a distant competitor to Craigslist in college classified listings through a pivot into textbook...
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Keywords:
Change Management;
Higher Education;
Entrepreneurship;
Books;
Growth and Development Strategy;
Growth Management;
Service Operations;
Renting or Rental;
Online Technology;
Education Industry;
Service Industry;
California
Eisenmann, Thomas R., William A. Sahlman, and Evan W. Richardson. "Chegg: Textbook Rental Takes Flight." Harvard Business School Case 811-077, February 2011.
- December 2010
- Article
Nominal versus Indexed Debt: A Quantitative Horse Race
By: Laura Alfaro and Fabio Kanczuk
The main arguments in favor of and against nominal and indexed debt are the incentive to default through inflation versus hedging against unforeseen shocks. We model and calibrate these arguments to assess their quantitative importance. We use a dynamic equilibrium...
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Keywords:
Borrowing and Debt;
Motivation and Incentives;
Inflation and Deflation;
System Shocks;
Taxation;
Risk and Uncertainty;
Framework;
Problems and Challenges;
Interest Rates;
Cost;
Developing Countries and Economies;
Service Operations
Alfaro, Laura, and Fabio Kanczuk. "Nominal versus Indexed Debt: A Quantitative Horse Race." Journal of International Money and Finance 29, no. 8 (December 2010): 1706–1726. (Also Harvard Business School Working Paper No. 05-053 and NBER Working Paper No. 13131.)
- September 2010
- Teaching Note
Compass Maritime Services, LLC: Valuing Ships (TN)
By: Benjamin C. Esty and Albert W. Sheen
Teaching Note for 211014.
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- June 2010
- Case
Playa Dorada Tennis Club: Expansion Strategy
By: W. Earl Sasser Jr. and Brent Kazan
Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space...
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Keywords:
Service Operations;
Planning;
Price;
Expansion;
Tourism Industry;
Accommodations Industry;
Travel Industry;
Florida
Sasser, W. Earl, Jr., and Brent Kazan. "Playa Dorada Tennis Club: Expansion Strategy." Harvard Business School Brief Case 104-221, June 2010.
- June 2010
- Teaching Note
Southwest Airlines: In a Different World (TN)
By: James L. Heskett and W. Earl Sasser
Teaching Note for 910419.
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- May 2010
- Teaching Note
Alpen Bank: Launching the Credit Card in Romania (Brief Case)
By: V. Kasturi Rangan and Sunru Yong
Teaching Note for 4559.
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- May 2010
- Supplement
Alpen Bank: Launching the Credit Card in Romania, Spreadsheet Supplement for Instructors (Brief Case)
By: V. Kasturi Rangan and Sunru Yong
- May 2010
- Supplement
Alpen Bank: Launching the Credit Card in Romania, Student Spreadsheet Supplement (Brief Case)
By: V. Kasturi Rangan and Sunru Yong
- 2010
- Working Paper
The Job Market for New Economists: A Market Design Perspective
By: Peter A. Coles, John Cawley, Phillip B. Levine, Muriel Niederle, Alvin E. Roth and John J. Siegfried
This paper provides an overview of the market for new Ph.D. economists. It describes the role of the American Economic Association (AEA) in the market and focuses in particular on two mechanisms adopted in recent years at the suggestion of our committee. First, job...
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Keywords:
Cost Management;
Information;
Surveys;
Jobs and Positions;
Job Interviews;
Job Search;
Emerging Markets;
Digital Platforms;
Service Operations;
Internet and the Web
Coles, Peter A., John Cawley, Phillip B. Levine, Muriel Niederle, Alvin E. Roth, and John J. Siegfried. "The Job Market for New Economists: A Market Design Perspective." Harvard Business School Working Paper, No. 10-096, May 2010.
- April 2010 (Revised January 2013)
- Case
Southwest Airlines: In a Different World
By: James L. Heskett and W. Earl Sasser Jr.
This is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates...
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Keywords:
Decision Choices and Conditions;
Service Delivery;
Service Operations;
Organizational Culture;
Competitive Strategy;
Air Transportation Industry;
New York (city, NY)
Heskett, James L., and W. Earl Sasser Jr. "Southwest Airlines: In a Different World." Harvard Business School Case 910-419, April 2010. (Revised January 2013.)