Publications

February 1996 (Revised November 2003)
Case

Indianapolis: Activity-Based Costing of City Services (A)

By: Robert S. Kaplan

A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing... View Details

Keywords: Cost Management; Public Sector; Activity Based Costing and Management; Service Delivery; Privatization; City; Indianapolis

Web

Help - Research Computing Services

research projects at a rate of $40/hour. Initial consultations, short inquiries, and research software acquisition for faculty and doctoral students are provided at no cost. What services does RCS provide?... View Details

August 1998 (Revised December 1998)
Case

Wells Fargo Online Financial Services (B)

By: Robert S. Kaplan and Nicole Tempest

Describes how the Balanced Scorecard built by the Online Financial Services (OFS) group is used to select the highest-priority initiatives for the organization. Currently, initiatives arise continually throughout the organization, and management spends considerable... View Details

Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Financial Services Industry

Web

Case Services - Faculty & Research

with faculty to maintain records of their research papers and publications as well as provide a wide audience of educators and practitioners around the globe access to their research. Services The team... View Details

2014
Article

Notes from the Search for Deep Indicators in Services

By: James L. Heskett

Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details

Keywords: Service Delivery; Organizational Culture; Performance; Service Industry

01 Jun 2000
News

HBS Business Plan Contestants Pin Their Hopes on the Internet

The HBS entrepreneurial spirit was evident on May 1, when nearly nine hundred students and guests jammed into Burden Auditorium for the finals of the School's fourth annual Business Plan Contest. The winning entry, Bang Networks, provides... View Details

Web

Rclone - Research Computing Services

Unix file management commands, and a long list of cloud providers are supported . You can use rclone to transfer and synchronize files between HBSGrid storage and your HBS Microsoft OneDrive storage , or any other supported cloud storage... View Details

Web

Research Services - Faculty & Research

Research Services 2ms Harvard Business School (HBS) provides unparalleled faculty support to facilitate the creation of enduring knowledge that shapes both business practice and pedagogy. HBS is distinct in... View Details

August 2019 (Revised February 2020)
Teaching Note

Sidewalk Labs: Privacy in a City Built from the Internet Up

By: Leslie John and Mitch Weiss

Email mking@hbs.edu for a courtesy copy.

The case serves as a microcosm of issues of digital privacy: the availability of data – personal data in particular – has tremendous potential to improve people’s lives... View Details

Keywords: Privacy; Privacy By Design; Privacy Regulation; Platforms; Data; Data Security; Behavioral Science; Analytics and Data Science; Safety; Entrepreneurship; Business and Government Relations; Consumer Behavior; Digital Platforms

29 May 2001
Research & Ideas

Howard Stevenson on the Lessons of the Internet Era

something," and identify ways to change the business. Also on the technology front, Stevenson urged companies to consider using hosting services and application service View Details

Keywords: by Sean Silverthorne

February 2000 (Revised April 2005)
Case

Gray Security: Building a South African Services Firm

Describes Gray Security Services, an entrepreneurial South African firm that has recently gone through a financial restructuring with the help of Brait Capital Partners, a private equity firm. Gray provides complete security services to companies in South Africa, other... View Details

Keywords: Initial Public Offering; Entrepreneurship; Equity; Growth and Development Strategy; Service Industry; South Africa

Web

Running Jobs - Research Computing Services

Compute Cluster Running Jobs 4ms The most important goal for using the HBSGrid is for running programs and scripts that might consume more resources than are available on your desktop or laptop. These sections will provide information to... View Details

1997
Chapter

Frontiers of Online Financial Services

By: R. Kalakota and F. Frei

Keywords: Internet and the Web; Finance; Financial Services Industry; Financial Services Industry

Research Summary

The Role of Information Technology in the Provision of Services

By: James I. Cash

James I. Cash, Jr. is exploring the role of information technology in service management. Specifically, he is studying the implications of the ubiquity of information technology at three levels in service-providing organizations. (In the United States today, service... View Details

Web

About Us - Research Computing Services

expertise. Statistical & Data Services RCS provides consulting services and assistance for HBS faculty research, along with guidance for RAs, doctoral students, faculty support... View Details

16 Feb 2010
Research & Ideas

The Outside-In Approach to Customer Service

must be more profound and open-ended, with an intent not only to discover how your customers engage with your products or services but also to understand some of the broader parameters of the constraints they are facing in their own... View Details

Keywords: by Sarah Jane Gilbert; Consumer Products

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... View Details

Keywords: Mobility; Electric Vehicle; Autonomous Vehicles; Electricity Demand; Energy; Transportation Industry; Auto Industry; Energy Industry

Read Now

November 2001
Teaching Note

Provident Life and Accident Insurance: The Acquisition of Paul Revere TN

By: Mihir A. Desai, E. Scott Mayfield and Mark Veblen

Teaching Note for (9-202-044). View Details

Keywords: Service Industry; Service Industry

December 12, 2023
Article

Prices for Common Services at Quaternary vs Nonquaternary Hospitals

By: Brandon W. Yan, Maximilian J. Pany and Leemore S. Dafny

Using commercial health insurance claims data from 2017-2019, we assessed whether quaternary hospitals charged higher prices for common, unspecialized services also offered by nonquaternary hospitals. We found quaternary-hospital price premiums of 8.2 percent, on... View Details

Keywords: Price; Health Care and Treatment; Insurance; Markets; Health Industry

Find at Harvard