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  • All HBS Web  (10,313)
    • People  (49)
    • News  (3,238)
    • Research  (5,497)
    • Events  (24)
    • Multimedia  (59)
  • Faculty Publications  (3,988)

Show Results For

  • All HBS Web  (10,313)
    • People  (49)
    • News  (3,238)
    • Research  (5,497)
    • Events  (24)
    • Multimedia  (59)
  • Faculty Publications  (3,988)
← Page 10 of 10,313 Results →
  • September 2016
  • Case

Financial Services at Falabella (A)

By: C. Fritz Foley and Agustin M. Hurtado
In 2010, the board and senior management team of Falabella, a leading retailer with operations throughout Latin America, faced choices about what to do with its financial services division. More than 4.5 million customers had CMR credit cards that could be used in... View Details
Keywords: Consumer Credit; Financial Institutions; Personal Finance; Financial Management; Financial Strategy; Corporate Strategy; Banking Industry; Retail Industry; Latin America; Chile; Argentina; Colombia; Peru
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Foley, C. Fritz, and Agustin M. Hurtado. "Financial Services at Falabella (A)." Harvard Business School Case 217-016, September 2016.
  • September 1997
  • Article

Synthesis and Review of The Service Profit Chain

Citation
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Hallowell, Roger. "Synthesis and Review of The Service Profit Chain." Manageris: la lettre de synthèse des meilleurs ouvrages de management 52 (September 1997).
  • June 1992
  • Teaching Note

Visiting Nurse Service of New York, Teaching Note

By: Regina E. Herzlinger
Keywords: Health Care and Treatment; Health Industry
Citation
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Herzlinger, Regina E. "Visiting Nurse Service of New York, Teaching Note." Harvard Business School Teaching Note 192-133, June 1992.
  • 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.
  • 08 Jul 2016
  • Video

Human-Centered Service Design Professor Ryan Buell

  • Video

Introduction to Nonprofit Board Service

  • 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.
  • 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.)
  • 01 Aug 2012
  • News

Why Is Great Service So Rare?

  • 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
Citation
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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.
  • 20 Aug 2020
  • Working Paper Summaries

Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments

Keywords: by Ryan W. Buell, Kamalini Ramdas, and Nazlı Sönmez; Health
  • 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.)
  • 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.)
  • 04 Dec 2023
  • Blog Post

My Summer of Joy with the National Parks Service

Hi all, my name is Rhea! I was lucky enough to work for the National Park Service this summer as a business management intern with the Submerged Resources Center (SRC). The SRC is the NPS national dive program, responsible for... View Details
Keywords: Nonprofit / Government
  • June 2009 (Revised June 2009)
  • Case

iPremier (A): 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: Information Technology; Crisis Management
Citation
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Nolan, Richard, Robert D. Austin, and Michael Parent. "iPremier (A): Denial of Service Attack (Graphic Novel Version)." Harvard Business School Case 609-092, June 2009. (Revised June 2009.)
  • 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
  • Forthcoming
  • Article

The Evolution of Financial Services in the United States

By: Robin Greenwood, Robert Ialenti and David Scharfstein
This article surveys the literature on the historical growth and transformation of the U.S. financial sector. The sector expanded rapidly between 1980 until 2006, when its contribution to GDP rose from 4.8% to 7.6%. After the Global Financial Crisis, the size of the... View Details
Keywords: Financial Crisis; Financial Institutions; Financial Markets; Growth and Development; Economic Sectors
Citation
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Greenwood, Robin, Robert Ialenti, and David Scharfstein. "The Evolution of Financial Services in the United States." Annual Review of Financial Economics (forthcoming).
  • 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.)
  • 25 Jun 2015
  • Working Paper Summaries

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

Keywords: by Alvin J. Silk; Advertising
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