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 firms account for fully 70 percent of information technology sales.) At the level of the individual, the portability of communicating technologies has led to their increasing deployment among front-line service providers. How effective is such deployment for customers and employees, and do they perceive the effectiveness? At the level of the organization, applications of information technology are transforming traditional approaches to communi-cation and coordination and control of business activities and work processes. Is the orientation of these applications empowerment or control? If empowerment, of whom: customers, employees, or both? At the interorganizational and industry levels, perhaps the most prominent effect of information technology is the blurring of traditional company and industry boundaries, which is facilitating disintermediation and new forms of market access, as illustrated by the growing use of the Internet for business-to-consumer, business-to-business, and intrabusiness communication. What does the shift from face-to-face to screen-to-face delivery of information-based services mean for the average person? To what extent is individually customized service delivery enabled? Besides attempting to answer these and other crucial questions, Cash is also considering the organic nature of interlinked information systems that accumulate experience over time. The continually growing database implicit in such systems promises to be an important source of competitive advantage in service businesses.
James I. Cash
James E. Robison Professor of Business Administration, Emeritus
James E. Robison Professor of Business Administration, Emeritus
Contact Information
(617) 495-6471
Professor Cash received a Bachelor of Science degree in Mathematics from Texas Christian University; a Master of Science in Computer Science from Purdue University's Graduate School of Mathematical Sciences; and a Doctor of Philosophy in Management Information Systems (MIS) from Purdue University's Krannert Graduate School of Management. He joined the Harvard Business School faculty in 1976, and has taught in all the major HBS programs - MBA, Program for Management Development (PMD), Program for Global Leadership (PGL), and Advanced Management Program (AMP). Among his administrative assignments he has served as Chairman of the MBA Program (1992 to 1995), during the school's project to redesign the MBA Program - MBA: Leadership and Learning, and as Senior Associate Dean and Chairman of HBS Publishing.
Professor Cash's non-academic activities include serving as a Trustee or Overseer for non-profit organizations, and on the Board of Directors for several public companies. He has worked with many companies and governments around the world in both consulting and teaching assignments. Before his graduate education and joining the Harvard faculty, he worked as Director of Data Processing for several years, which followed jobs as a systems analyst, systems programmer, and application programmer.
His work and research are focused on the strategic use of information technology in the service sector. Amon his publications are articles in accounting and information technology journals, several Harvard Business Review articles including “Teaming Up to Crack Innovation and Enterprise Integration” (November-December 2008), “IS Redraws Competitive Boundaries” (March-April 1985), and “Information Technology and Tomorrow’s Manager” (November-December 1988), several books: Building the Information-Age Organization: Structure, Control and INnformation Technology with Eccles, Nohria and Nolan (Irwin), Corporate Information Systems Management: Issues Facing Senior Managers and Corporate Information Systems Management: Text and Cases with McFarlan and McKenney (Irwin), Global Electronic Wholesale Banking with Mookerjee (Graham & Trotman), and an instructional videotape, Competing Through Information Technology with Warren McFarlan (Nathan/Tyler).
- Books
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- Cash, J. I., Jr., R. G. Eccles, N. Nohria, and R. Nolan. Building the Information-Age Organization: Structure, Control, and Information Technologies. 3rd ed. Irwin Case Book Series in Information Systems Management. Irwin, 1994. View Details
- Cash, J. I., Jr. Instructors Manual for Corporate Information Systems Management. Homewood, IL: Irwin, 1992. View Details
- Cash, J. I., Jr., F. W. McFarlan, and J. L. McKenney. Corporate Information Systems Management: Text and Cases. 3rd ed. Homewood, IL: Irwin, 1992. View Details
- Cash, J. I., Jr., F. W. McFarlan, and J. L. McKenney. Corporate Information Systems Management: Issues Facing Senior Executives. 3rd ed. Homewood, IL: Business One Irwin, 1992. View Details
- Cash, J. I., Jr. and J. F. Nunamaker Jr., eds. Survey Research Methods. Boston: Harvard Business School Press, 1991. View Details
- Mookerjee, A. S., and J. I. Cash Jr. Global Electronic Wholesale Banking. London: Graham & Trotman, 1990. View Details
- Journal Articles
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- Cash, Jim I., Jr., Michael J. Earl, and Robert Morison. "Teaming Up to Crack Innovation and Enterprise Integration." Harvard Business Review 86, no. 11 (November 2008). View Details
- Cases and Teaching Materials
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- Cash, James I., Jr., and Mary C. Gentile. "Jensen Shoes (TN)." Harvard Business School Teaching Note 396-017, August 1995. (Revised May 2008.) View Details
- Cash, James I., Jr., and Janis L Gogan. "IntellectExchange, Inc." Harvard Business School Case 802-113, December 2001. View Details
- Applegate, Lynda M., and James I. Cash Jr. "Mrs. Fields Cookies TN." Harvard Business School Teaching Note 193-035, August 1992. (Revised October 2001.) View Details
- Cash, James I., Jr., Janis Lee Gogan, Michael Haselkorn, and Mani Subramani. "Open Market, Inc.: The E-Commerce Wars." Harvard Business School Case 800-255, February 2000. (Revised October 2000.) View Details
- Cash, James I., Jr., and Judy E. Stahl. "America Online: Using Information Technology to Better Serve the Customer." Harvard Business School Case 396-290, March 1996. (Revised January 1997.) View Details
- Gentile, Mary C., and James I. Cash Jr. "Workshop on Understanding and Communicating About Our Group Identities and Our Differences TN." Harvard Business School Teaching Note 396-006, July 1995. (Revised September 1995.) View Details
- Gentile, Mary C., and James I. Cash Jr. "FCC and License Auctions for Emerging Technologies, The A),(B),and (C) TN." Harvard Business School Teaching Note 396-019, August 1995. View Details
- Gentile, Mary C., and James I. Cash Jr. "Managing Diversity, Course Overview and Syllabus." Harvard Business School Case 396-010, August 1995. View Details
- Gentile, Mary C., and James I. Cash Jr. "Miami Herald Publishing Company, The TN." Harvard Business School Teaching Note 396-012, August 1995. View Details
- Gentile, Mary C., and James I. Cash Jr. "Managing Conflict in a Diverse Workplace TN." Harvard Business School Teaching Note 396-008, July 1995. View Details
- Gentile, Mary C., and James I. Cash Jr. "Workshop on Understanding and Communicating About Our Group Identities and Our Differences." Harvard Business School Exercise 396-009, July 1995. View Details
- Cash, James I., Jr. "Mrs. Fields Cookies." Harvard Business School Case 189-056, September 1988. (Revised September 1993.) View Details
- Cash, James I., Jr. "Otis Elevator Co.: Managing the Service Force." Harvard Business School Case 191-213, June 1991. (Revised October 1992.) View Details
- Cash, James I., Jr., and Michael C. Jensen. "Newhall Land and Farming Co. (A)." Harvard Business School Case 192-049, November 1991. View Details
- Cash, James I., Jr., and Michael C. Jensen. "Newhall Land and Farming Co. (B)." Harvard Business School Case 192-050, November 1991. View Details
- Applegate, Lynda M., and James I. Cash Jr. Xerox Leadership: Patricia ""Tosh"" Barron with an MBA Class, April 10, 1989, Video. Harvard Business School Video Supplement 891-517, July 1991. View Details
- Cash, James I., Jr. "Dallas Tire Corp. (A), Teaching Note." Harvard Business School Teaching Note 183-158, February 1983. (Revised June 1991.) View Details
- Applegate, Lynda M., and James I. Cash Jr. "General Electric Canada: Designing a New Organization." Harvard Business School Case 189-138, January 1989. (Revised March 1991.) View Details
- Cash, James I., Jr. "Air Products and Chemicals, Inc.: MIS Evaluation of End-User Systems, Teaching Note." Harvard Business School Teaching Note 183-149, February 1983. (Revised September 1990.) View Details
- Cash, James I., Jr., and Donna B. Stoddard. "Xerox Corp.: Information Technology Support of Product Development." Harvard Business School Case 189-022, July 1988. (Revised July 1990.) View Details
- Cash, James I., Jr. "Thai Farmers Bank (A) (Abridged)." Harvard Business School Case 190-079, January 1990. View Details
- Cash, James I., Jr. "Brooklyn Union Gas." Harvard Business School Case 190-018, July 1989. View Details
- Cash, James I., Jr., and Thomas H. Davenport. "Managing Information Technology: Computer Systems and Components." Harvard Business School Background Note 189-130, January 1989. View Details
- Cash, James I., Jr., and Thomas H. Davenport. "Managing Information Technology: Communications Networks." Harvard Business School Background Note 189-131, January 1989. View Details
- Cash, James I., Jr., and Thomas H. Davenport. "Managing Information Technology: System Development." Harvard Business School Background Note 189-132, January 1989. View Details
- Cash, James I., Jr., and Thomas H. Davenport. "Managing Information Technology: Organization and Leadership." Harvard Business School Background Note 189-133, January 1989. View Details
- Cash, James I., Jr. "Cathay Pacific Airways (A): Globalization of Airline Reservation and Distribution Systems Technology." Harvard Business School Case 189-144, January 1989. View Details
- Cash, James I., Jr. "Cathay Pacific Airways (B)." Harvard Business School Supplement 189-145, January 1989. View Details
- Cash, James I., Jr. "Thai Farmers Bank (A)." Harvard Business School Case 188-025, September 1987. (Revised October 1987.) View Details
- Cash, James I., Jr. "Thai Farmers Bank (B)." Harvard Business School Supplement 188-026, September 1987. (Revised October 1987.) View Details
- Cash, James I., Jr., and Arthur L. Gilbert. "Malaysian Airline System." Harvard Business School Case 188-032, October 1987. View Details
- Cash, James I., Jr. "Frito-Lay, Inc.: The New Data Center." Harvard Business School Case 188-018, July 1987. View Details
- Cash, James I., Jr. "Introduction to Computer and Communications Technology." Harvard Business School Background Note 187-134, March 1987. View Details
- Cash, James I., Jr. "Electronic Data Interchange, Background Note." Harvard Business School Background Note 187-133, March 1987. View Details
- Cash, James I., Jr. "McGraw-Hill Book Co. (Condensed)." Harvard Business School Case 187-016, July 1986. (Revised December 1986.) View Details
- Cash, James I., Jr. "McGraw-Hill Book Co.: Micro Computer Resource Center." Harvard Business School Case 182-017, August 1981. (Revised June 1986.) View Details
- Cash, James I., Jr. "Lowe Computer Services: Capacity and Service Level Planning." Harvard Business School Case 183-050, August 1982. (Revised May 1986.) View Details
- Cash, James I., Jr. "Quality Life of New York, Teaching Note." Harvard Business School Teaching Note 183-145, February 1983. (Revised May 1986.) View Details
- Cash, James I., Jr. "Goolsbee, Inc." Harvard Business School Case 186-207, February 1986. View Details
- Cash, James I., Jr. "Corning Glass Works: Information Systems Planning." Harvard Business School Case 181-012, July 1980. (Revised July 1984.) View Details
- Cash, James I., Jr. "Decatur Industries, Inc." Harvard Business School Case 180-010, August 1979. (Revised April 1984.) View Details
- Cash, James I., Jr. "Quality Life of New York." Harvard Business School Case 179-200, May 1979. (Revised March 1984.) View Details
- Cash, James I., Jr. "J.E. Gant." Harvard Business School Case 184-001, December 1983. View Details
- Cash, James I., Jr., and Michael R. Vitale. "American President Lines Ltd.: CMS-I Decision (A)." Harvard Business School Case 183-035, August 1982. (Revised June 1983.) View Details
- Cash, James I., Jr. "Studsel Automotive Co., Teaching Note." Harvard Business School Teaching Note 183-156, February 1983. View Details
- Cash, James I., Jr., and Michael R. Vitale. "American President Lines Ltd.: CMS-I Decision (B)." Harvard Business School Supplement 183-036, August 1982. View Details
- Cash, James I., Jr. "Overview of Data Communications Technology." Harvard Business School Background Note 182-018, August 1981. View Details
- Cash, James I., Jr. "Hypothetical Computer Exercise." Harvard Business School Exercise 182-016, August 1981. View Details
- Cash, James I., Jr. "Air Products and Chemicals, Inc.: MIS Evaluation of End-User Systems." Harvard Business School Case 182-005, July 1981. View Details
- Cash, James I., Jr. "Introduction to Computing for Managers, Overview Note." Harvard Business School Background Note 182-015, July 1981. View Details
- Cash, James I., Jr. "Data Channels, Technical Note." Harvard Business School Background Note 182-021, July 1981. View Details
- Cash, James I., Jr. "New England Farmers Cooperative, Inc. (A)." Harvard Business School Case 181-043, November 1980. View Details
- Cash, James I., Jr. "Overview of IBM Operating Systems." Harvard Business School Background Note 181-044, November 1980. View Details
- Cash, James I., Jr. "Roger Williams Memorial Hospital." Harvard Business School Case 181-029, September 1980. View Details
- Cash, James I., Jr. "Pathfinder Engineering and Construction Co." Harvard Business School Case 181-018, August 1980. View Details
- Cash, James I., Jr. "Corning Glass Works: Information Systems Planning, Supplement." Harvard Business School Supplement 181-024, August 1980. View Details
- Cash, James I., Jr. "Dallas Tire Corp. (A)." Harvard Business School Case 180-006, July 1979. (Revised July 1980.) View Details
- Cash, James I., Jr. "Colonial Bakery Products Distribution Co." Harvard Business School Case 181-009, July 1980. View Details
- Cash, James I., Jr. "Dallas Tire Corp. (B)." Harvard Business School Supplement 180-007, July 1979. View Details
- Cash, James I., Jr. "Dallas Tire Corp. (C)." Harvard Business School Supplement 180-008, July 1979. View Details
- Presentations
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- Cash, Jim I., Jr. "Information Technology's Role in Transforming Customer Service." Paper presented at the Positioning Customer Support for the Twenty-first Century, University of Texas, November 01, 1993. View Details
- Cash, Jim I., Jr. "IT-based Innovation: Managing a Disorderly Process." Paper presented at the International Conference on Systems Sciences, January 01, 1992. View Details
- Other Publications and Materials
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- Cash, James I., Linda A. Hill, Hubert Joly, Lynn S. Paine, and Suraj Srinivasan. "Report on Racial Inclusion in the Boardroom: A Workshop Convened by Harvard Business School's Leadership Initiative and Board Leadership Project." White Paper, Harvard Business School, Boston, MA, June 2021. View Details
- Research Summary
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- Areas of Interest
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- corporate governance
- accounting
- boards of directors
- corporate accountability
- electronic commerce
- strategy formulation
- technological innovation
- technology strategy
- value creation
- accounting industry
- computer
- e-commerce industry
- financial services
- health care
- information technology industry
- software
- Africa
- Asia
- Japan
- North America
- United Kingdom
- United States
- Western Europe
Additional TopicsIndustriesGeographies