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  • All HBS Web  (11,696)
    • People  (51)
    • News  (3,439)
    • Research  (6,537)
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    • Multimedia  (86)
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  • June 2001 (Revised September 2005)
  • Case

Madison Avenue: Digital Media Services (B)

In late 1999, Madison Avenue was experiencing phenomenal growth in sales, clients, employees, and services provided. The stress and strain on the firm's employees was considerable and threatened to jeopardize the high-quality, active-ad management for which the firm... View Details
Keywords: Organizational Change and Adaptation; Growth Management; Service Operations; Digital Marketing; Business Processes; Advertising Industry
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Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (B)." Harvard Business School Case 601-021, June 2001. (Revised September 2005.)
  • 08 Feb 2012
  • News

Win on Service in a Tough Economy

  • Research Summary

Organizational Change in Professional Service Firms

Professor Gabarro's current research focuses on organizational change in professional service firms and the challenges that they face in dealing with increased size, scale and complexity. View Details
  • November 1989 (Revised February 1992)
  • Case

Ford Motor Co.: Dealer Sales and Service

By: Leonard A. Schlesinger
Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these processes. First, Ford found... View Details
Keywords: Organizational Change and Adaptation; Change Management; Distribution Channels; Customer Focus and Relationships; Service Industry; Service Industry; Service Industry; United States
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Schlesinger, Leonard A. "Ford Motor Co.: Dealer Sales and Service." Harvard Business School Case 690-030, November 1989. (Revised February 1992.)
  • February 2004 (Revised March 2004)
  • Background Note

Profitability Drivers in Professional Service Firms

By: Ashish Nanda
This case presents a simple model of the drivers of profitability in a professional service partnership and conducts an empirical exploration of the determinants of profitability among AmLaw 100 firms over the period 1994 to 1999. View Details
Keywords: Profitability; Model; Profit; Partners and Partnerships; Law; Service Industry
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Nanda, Ashish. "Profitability Drivers in Professional Service Firms." Harvard Business School Background Note 904-064, February 2004. (Revised March 2004.)
  • March 2005 (Revised June 2006)
  • Case

Sun Microsystems, Inc.: Web Services Strategy

By: Thomas R. Eisenmann and Fernando Suarez
Microsoft and IBM have excluded Sun Microsystems from the board of the Web Services Interoperability Organization (WS-I), an industry consortium that will shape the evolution of Web services standards. Sun managers must decide whether to join WS-I as a contributing... View Details
Keywords: Information Technology; Standards; Corporate Governance; Power and Influence; Web Services Industry; Web Services Industry
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Eisenmann, Thomas R., and Fernando Suarez. "Sun Microsystems, Inc.: Web Services Strategy." Harvard Business School Case 805-095, March 2005. (Revised June 2006.)
  • November 2011
  • Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Spreadsheet Supplement (Brief Case)

Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity
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Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul? Spreadsheet Supplement (Brief Case)." Harvard Business School Spreadsheet Supplement 114-378, November 2011.
  • July 2007 (Revised October 2007)
  • Teaching Note

PayPal Merchant Services (TN)

By: Thomas R. Eisenmann
Keywords: Internet and the Web; Information Technology Industry
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Eisenmann, Thomas R. "PayPal Merchant Services (TN)." Harvard Business School Teaching Note 808-031, July 2007. (Revised October 2007.)
  • December 1986 (Revised November 1988)
  • Background Note

Note on Psychiatric Services

By: Regina E. Herzlinger
Keywords: Medical Specialties
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Herzlinger, Regina E. "Note on Psychiatric Services." Harvard Business School Background Note 187-087, December 1986. (Revised November 1988.)
  • October 1977 (Revised September 1983)
  • Case

Colonial Food Services Co.

By: Michael Beer and James G. Clawson
The first case in a four-part case series which outlines the events leading up to a performance appraisal interview. Describes the background of the company. View Details
Keywords: Performance Evaluation; Food and Beverage Industry
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Beer, Michael, and James G. Clawson. "Colonial Food Services Co." Harvard Business School Case 478-005, October 1977. (Revised September 1983.)
  • March 1991 (Revised August 1993)
  • Case

ISS--International Service System A/S

By: Cynthia A. Montgomery
Keywords: Corporate Strategy; Competitive Strategy
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Montgomery, Cynthia A. "ISS--International Service System A/S." Harvard Business School Case 391-093, March 1991. (Revised August 1993.)
  • May 1984 (Revised May 1988)
  • Background Note

Retail Financial Services Industry--1984

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Ghemawat, Pankaj. "Retail Financial Services Industry--1984." Harvard Business School Background Note 384-246, May 1984. (Revised May 1988.)
  • Apr 16 2018
  • Testimonial

Building Community Through Service

  • 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
  • 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
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McAfee, Andrew P. "Pharmacy Service Improvement at CVS (A)." Harvard Business School Case 606-015, December 2005. (Revised October 2006.)
  • 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
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Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006.
  • 2003
  • Case

Capston-White's Document Management and Production Services

By: Vijay Govindarajan, Chris Trimble and Julie Lang
The development of multi-function devices that could copy, print, fax, and scan created a convergence in the markets for these devices. Copiers and printers had previously been purchased and managed in very different manners by large organizations. Facing an uncertain... View Details
Keywords: Technological Innovation; Innovation Strategy; Service Delivery; Service Industry
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Govindarajan, Vijay, Chris Trimble, and Julie Lang. "Capston-White's Document Management and Production Services." 2003. (Case No. 2-0017.)
  • 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
  • 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

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