Publications

April 2008 (Revised October 2008)
Supplement

TD Canada Trust (C): Translating the Service Model to Service Operations

By: Dennis Campbell and Brent Kazan

Keywords: Banks and Banking; Business Model; Service Operations; Banking Industry; Canada

22 Jan 2008
Research & Ideas

New Challenges in Leading Professional Services

Professional service firms—law firms, financial services firms, money management firms, private equity firms, hedge funds, management consultants, advertising agencies—are the most challenging and exciting... View Details

Keywords: by Sean Silverthorne; Legal Services; Legal Services; Legal Services

April 1975 (Revised May 1993)
Case

New Hampshire-Vermont Hospitalization Service

By: Regina E. Herzlinger

Keywords: Health Industry; New Hampshire; Vermont

Find at Harvard

September 2001
Teaching Note

&Samhoud Service Management TN

By: Ashish Nanda, Thomas J. DeLong and Ying Liu

Teaching Note for (9-801-398). View Details

Keywords: Consulting Industry; Netherlands

October 1987 (Revised February 1988)
Case

CIGNA Risk Information Services

Find at Harvard

December 1981
Case

Singapore Bus Service Ltd.

By: F. Warren McFarlan

Keywords: Transportation Industry; Singapore

Find at Harvard

April 1993
Supplement

Prodigy Services Company (B)

By: Lynn S. Paine

Describes the actions taken by Prodigy executives. View Details

Keywords: Communication Intention and Meaning; Conflict Management; Status and Position; Equality and Inequality

Web

Training - Research Computing Services

Training Training Calendar Upcoming training sessions and links to those held previously (filterable). Workshops, Tutorials, & Reference Materials A collection of training materials and reference materials about programming languages, tools, and techniques. HBSGrid... View Details

December 2005 (Revised October 2006)
Case

Pharmacy Service Improvement at CVS (A)

CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems... View Details

Keywords: Information Technology; Performance Improvement; Business Processes; Retail Industry; Pharmaceutical Industry; United States

30 Sep 2015
News

The Power of Service

While studying at HBS, Jennifer Eplett Reilly (MBA 1990) was also working on the opening chapter of a remarkable social enterprise success story. “Our idea was to call upon diverse young people to give a year of service addressing the... View Details

July 1996 (Revised April 1997)
Teaching Note

Service Corporation International TN

By: Benjamin C. Esty and Craig F Schreiber

Teaching Note for (9-296-080). View Details

Keywords: Service Industry

March 2006
Background Note

Influencing Customer Behavior in Service Operations

By: Frances X. Frei and Amy C. Edmondson

Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details

Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry

August 1995 (Revised October 1996)
Case

IDS Financial Services (Condensed)

By: John A. Deighton

Highlights the decision that must be made on balancing customer acquisition and retention and de-emphasizing the structural issues involved in administering the independent contractor sales force. View Details

Keywords: Customers; Customer Focus and Relationships; Decisions; Corporate Governance; Salesforce Management; Financial Services Industry

01 Sep 2005
News

Service Leadership Fellows Named

Eight members of the Class of 2005 left Soldiers Field last spring with one-year fellowships coordinated by the HBS Service Leadership Fellows Program. The program encourages graduating students to gain experience in nonprofit and... View Details

Keywords: Educational Services; Educational Services

14 Sep 2015
News

Rewriting the Rules of Service Competition

January 2004 (Revised May 2004)
Background Note

Strategy and Positioning in Professional Service Firms

By: Ashish Nanda

This case provides a definition of strategy, distinguishes between corporate and practice strategy, and discusses how and why developing and implementing strategy for professional service firms is different from developing and implementing strategy for commercial... View Details

Keywords: Corporate Strategy; Service Industry