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  • All HBS Web  (10,318)
    • People  (49)
    • News  (3,238)
    • Research  (5,497)
    • Events  (24)
    • Multimedia  (59)
  • Faculty Publications  (3,988)

Show Results For

  • All HBS Web  (10,318)
    • People  (49)
    • News  (3,238)
    • Research  (5,497)
    • Events  (24)
    • Multimedia  (59)
  • Faculty Publications  (3,988)
← Page 10 of 10,318 Results →
  • 2006
  • Chapter

Consumer-Driven Healthcare: Transforming the Delivery of Health Services

By: R. E. Herzlinger
Keywords: Health Care and Treatment; Demand and Consumers; Health Industry
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Herzlinger, R. E. "Consumer-Driven Healthcare: Transforming the Delivery of Health Services." In Futurescan: Healthcare Trends and Implications, 2006 2011, 13–20. Health Administration Press, 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
  • 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.
  • 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
Citation
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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 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.)
  • 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.)
  • 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.
  • Video

Introduction to Nonprofit Board Service

  • 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.
  • 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
  • 2018
  • Article

Service Operations: What Have We Learned?

By: Liana Victorino, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the article provides a systematic literature review of operations... View Details
Keywords: Service Operations; Knowledge; Research
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Victorino, Liana, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi, and Jie J. Zhang. "Service Operations: What Have We Learned?" Journal of Service Management 29, no. 1 (2018): 39–54.
  • 08 Jul 2016
  • Video

Human-Centered Service Design Professor Ryan Buell

  • 01 Aug 2012
  • News

Why Is Great Service So Rare?

  • 1991
  • Article

Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details
Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction
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Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
  • 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
  • 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
Citation
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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.)
  • 30 Sep 2020
  • Blog Post

Reflecting on my service

genesis of my public service comes from growing up on Long Island, where the September 11th attacks affected me intimately. Over forty people from my hometown were killed; my uncle survived only because... View Details
  • 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
Citation
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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.)
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