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Show Results For
-
All HBS Web
(11,584)
- People (51)
- News (3,358)
- Research (6,393)
- Events (24)
- Multimedia (84)
- Faculty Publications (4,924)
- March 2009 (Revised July 2010)
- Case
IBM: The Corporate Service Corps
By: Christopher Marquis and Rosabeth M. Kanter
Describes the conception, development, and implementation of the Corporate Services Corps (CSC), an international community service assignment for high-potential IBM employees. The year 2008 was the pilot year of the CSC program, and 100 of IBM's best global employees...
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Keywords:
Developing Countries and Economies;
Global Strategy;
Corporate Social Responsibility and Impact;
Mission and Purpose;
Organizational Structure;
Partners and Partnerships;
Non-Governmental Organizations
Marquis, Christopher, and Rosabeth M. Kanter. "IBM: The Corporate Service Corps." Harvard Business School Case 409-106, March 2009. (Revised July 2010.)
- spring 1991
- Article
Breaking the Cycle of Failure in Services
By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This...
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Keywords:
Goals and Objectives;
Service Delivery;
Success;
Failure;
Management Skills;
Service Industry
Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.
- December 1998
- Case
Retail Financial Services in 1998: Travelers
By: Stephen P. Bradley and Takia Mahmood
Provides an overview of Travelers Group's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the...
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Keywords:
Investment Funds;
Management Analysis, Tools, and Techniques;
Industry Structures;
Competition;
Competitive Strategy;
Financial Services Industry
Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998: Travelers." Harvard Business School Case 799-056, December 1998.
- November 2014
- Case
Citywide Building Services
By: Richard S. Ruback and Royce Yudkoff
Ruback, Richard S., and Royce Yudkoff. "Citywide Building Services." Harvard Business School Case 215-031, November 2014.
- November 1989 (Revised April 2018)
- Case
Automation Consulting Services
By: Robert Simons and Hilary Weston
Illustrates the management control challenges that are associated with rapid growth and geographic expansion. Situated at an offsite Executive Committee Retreat. The three founding partners of a specialized consulting firm are grappling with several difficult questions...
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Keywords:
Geographic Location;
Governance Controls;
Policy;
Growth and Development Strategy;
Management Teams;
Expansion;
Consulting Industry
Simons, Robert, and Hilary Weston. "Automation Consulting Services." Harvard Business School Case 190-053, November 1989. (Revised April 2018.)
- 19 Dec 2011
- News
At Your Service
- May 1998
- Case
Octane Service Station
By: David F. Hawkins
The owner of a gas station must prepare financial statements.
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Hawkins, David F. "Octane Service Station." Harvard Business School Case 198-059, May 1998.
- February 2000
- Case
E2M Health Services
By: Richard M.J. Bohmer and Naomi Atkins
Outlines the growth of an innovative diabetes disease management organization from 1994-99. Having demonstrated the success of their model in managing diabetes populations in Texas and New York State, the CEO and president must decide the future strategy of the company...
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Keywords:
Business Model;
Customer Focus and Relationships;
Decision Choices and Conditions;
Financial Markets;
Revenue;
Innovation and Invention;
Business or Company Management;
Marketing Strategy;
Internet;
Health Industry
Bohmer, Richard M.J., and Naomi Atkins. "E2M Health Services." Harvard Business School Case 600-077, February 2000.
- Research Summary
Managing Service Operations Course Development
By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS.
Over thirty cases and exercises have been created for the course. For a list of
the cases developed for this course, please see the Publications link below.
For the most recent syllabus,...
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- February 2020
- Course Overview Note
Managing Service Operations
By: Ryan W. Buell
Buell, Ryan W. "Managing Service Operations." Harvard Business School Course Overview Note 620-090, February 2020.
- May 1991 (Revised March 2018)
- Teaching Note
Automation Consulting Services
By: Robert Simons
Teaching Note for 190-053
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- October 1999
- Case
Dispatch Management Services
By: William A. Sahlman, Michael J. Roberts and Matthew C. Lieb
Keywords:
Distribution Industry
Sahlman, William A., Michael J. Roberts, and Matthew C. Lieb. "Dispatch Management Services." Harvard Business School Case 800-017, October 1999.
- July 1993 (Revised August 1994)
- Case
Laidlaw Environmental Services
Keywords:
Green Technology Industry
Vietor, Richard H.K. "Laidlaw Environmental Services." Harvard Business School Case 794-016, July 1993. (Revised August 1994.)
- October 1995 (Revised January 1998)
- Case
Weather Services Corporation
Rayport, Jeffrey F., Mary Connor, and Thomas A. Gerace. "Weather Services Corporation." Harvard Business School Case 396-052, October 1995. (Revised January 1998.)
- 28 Apr 2008
- News
Getting Service Right
- 31 Mar 2022
- News
Navigating the ‘Bermuda Triangle’ in Professional Services
- 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,...
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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.