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  • All HBS Web  (10,318)
    • People  (49)
    • News  (3,238)
    • Research  (5,497)
    • Events  (24)
    • Multimedia  (59)
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← Page 10 of 10,318 Results →
  • 08 Jul 2016
  • Video

Human-Centered Service Design Professor Ryan Buell

  • August 2004 (Revised April 2005)
  • Case

MK Taxi: Private Chauffeur Service

MK Taxi Tokyo has developed a system to allow customers to use their mobile phones to find and contact the cab closest to them, bypassing the dispatch center. The system, called the Private Chauffeur Service (PCS), makes use of NTT's i-mode service, which essentially... View Details
Keywords: Information Technology; Entrepreneurship; Customer Focus and Relationships; Transportation; Mobile and Wireless Technology; Service Industry; Service Industry; Tokyo
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McAfee, Andrew P. "MK Taxi: Private Chauffeur Service." Harvard Business School Case 605-029, August 2004. (Revised April 2005.)
  • 2024
  • Working Paper

Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication
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Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services." Working Paper, August 2024.
  • April 2006
  • Background Note

Informing Service Management with Customer Data

By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value
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Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
  • Fast Answer

Managing Service Operations: Research resources for new service design

Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library View Details
  • December 1994
  • Supplement

Prodigy Services Company (A)-- Supplement

By: Lynn S. Paine
Allows students to record their personal evaluations of the communications which gave rise to the controversy detailed in Prodigy Services Co. (A). View Details
Keywords: Information Technology Industry
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Paine, Lynn S. "Prodigy Services Company (A)-- Supplement." Harvard Business School Supplement 395-129, December 1994.
  • December 1987 (Revised September 1995)
  • Case

IDS Financial Services

Scarce managerial talent, sales force turnover, and client attrition were potential problems underlying IDS' disappointing performance at mid-year 1987. The marketing vice president had three potential "fixes": 1) increasing or decreasing the $35 million budget for... View Details
Keywords: Marketing Strategy; Salesforce Management; Performance Improvement; Financial Services Industry
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Bonoma, Thomas V., and Minette E. Drumwright. "IDS Financial Services." Harvard Business School Case 588-044, December 1987. (Revised September 1995.)
  • June 1998 (Revised August 2001)
  • Case

Wells Fargo Online Financial Services (A)

By: Robert S. Kaplan and Nicole Tempest
Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... 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
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Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (A)." Harvard Business School Case 198-146, June 1998. (Revised August 2001.)
  • October 2000 (Revised March 2001)
  • Case

eLance.com: Building a Professional Services Marketplace

By: Lynda M. Applegate and Kristin Kohler
Launched as an eBay for services, eLance promises to leverage the capabilities of the Internet to not only change the way services are bought and sold, but change the fundamental dynamics of the global economy. Building on theories posited in the HBR article by Tim... View Details
Keywords: Entrepreneurship; Technological Innovation; Job Search; Business or Company Management; Growth and Development Strategy; Business Strategy; Competitive Strategy; Web Sites; Service Industry; Service Industry
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Applegate, Lynda M., and Kristin Kohler. "eLance.com: Building a Professional Services Marketplace." Harvard Business School Case 801-224, October 2000. (Revised March 2001.)
  • 01 Aug 2002
  • News

Service Leadership Fellows

The School's inaugural group of Service Leadership Fellows gathered for a Class Day breakfast celebration. For students interested in working in social enterprises after graduation, the new program matches... View Details
  • June 2009 (Revised June 2009)
  • Supplement

iPremier (C): Denial of Service Attack (Graphic Novel Version)

By: Robert D. Austin, Richard Nolan and Michael Parent
Describes an IT security crisis, and raises issues of risk management, preparation for crisis, management of crises, computer security, and public disclosure of security risks. View Details
Keywords: Safety; Risk Management; Information Technology; Crisis Management; Information Technology Industry
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Austin, Robert D., Richard Nolan, and Michael Parent. "iPremier (C): Denial of Service Attack (Graphic Novel Version)." Harvard Business School Supplement 609-094, June 2009. (Revised June 2009.)
  • June 2009 (Revised June 2009)
  • Supplement

iPremier (B): Denial of Service Attack (Graphic Novel Version)

By: Richard Nolan, Robert D. Austin and Michael Parent
Describes an IT security crisis, and raises issues of risk management, preparation for crisis, management of crises, computer security, and public disclosure of security risks. View Details
Keywords: Safety; Risk Management; Information Technology; Crisis Management; Information Technology Industry
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Nolan, Richard, Robert D. Austin, and Michael Parent. "iPremier (B): Denial of Service Attack (Graphic Novel Version)." Harvard Business School Supplement 609-093, June 2009. (Revised June 2009.)
  • February 1996
  • Case

Indianopolis: Implementing Competition in City Services

By: William J. Bruns Jr. and Roger Atherton
Mayor Stephen Goldsmith of Indianapolis introduces competition to provide city services and implementation of new bidding procedures and work practices in the Department of Transportation. Exhibits show how work methods changed and work control procedures control work... View Details
Keywords: Competition; Business Strategy; Welfare; Transportation; Change; Cost Management; Service Industry
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Bruns, William J., Jr., and Roger Atherton. "Indianopolis: Implementing Competition in City Services." Harvard Business School Case 196-099, February 1996.
  • December 1998
  • Case

Retail Financial Services in 1998: First Union

By: Stephen P. Bradley and Takia Mahmood
Provides an overview of First Union'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 following... View Details
Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry
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Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998: First Union." Harvard Business School Case 799-054, December 1998.
  • 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... View Details
Keywords: Developing Countries and Economies; Global Strategy; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Structure; Partners and Partnerships; Non-Governmental Organizations
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Marquis, Christopher, and Rosabeth M. Kanter. "IBM: The Corporate Service Corps." Harvard Business School Case 409-106, March 2009. (Revised July 2010.)
  • 25 Jun 2015
  • Working Paper Summaries

Build It, Buy It Or Both? Rethinking the Sourcing of Advertising Services

Keywords: by Alvin J. Silk; Advertising
  • 2014
  • Case

Changhong: Journey to Shared Services

By: F. Warren McFarlan, Haiyan Zhang and Guo Jia
Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details
Keywords: China; Appliances; Finance & Insurance; China
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McFarlan, F. Warren, Haiyan Zhang, and Guo Jia. "Changhong: Journey to Shared Services." Tsinghua University Case, 2014.
  • May 2013
  • Supplement

Transport Corporation of India (C): Dealing with Shortcomings in Service Quality

By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Transportation; Transportation Industry; India
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Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (C): Dealing with Shortcomings in Service Quality." Harvard Business School Supplement 113-132, May 2013.
  • March 2001 (Revised September 2005)
  • Case

Madison Avenue: Digital Media Services (C)

By July 2000, Madison Avenue had experienced extraordinary growth in sales, employees, clients, and service offerings. From late 1999 to July 2000, the company had taken several initiatives to redesign its internal processes so that the firm could continue to grow,... View Details
Keywords: Service Operations; Digital Marketing; Product Development; Growth and Development Strategy; Advertising Industry
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Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (C)." Harvard Business School Case 601-077, March 2001. (Revised September 2005.)
  • Research Summary

Building Capabilities in Professional Service Firms

One of the most distinctive aspects of professional service firms is that the vast majority of the people who work in them are directly involved in serving clients.  Long-term success in a professional service firm requires obtaining and developing the right... View Details

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