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Show Results For
- All HBS Web
(10,652)
- People (49)
- News (3,238)
- Research (5,476)
- Events (24)
- Multimedia (59)
- Faculty Publications (3,988)
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- 20 Aug 2020
- Working Paper Summaries
Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments
- January–February 2024
- Article
Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments
By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
Buell, Ryan W., Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan, and Rengaraj Venkatesh. "Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments." Manufacturing & Service Operations Management 26, no. 1 (January–February 2024): 154–166.
- August 1988 (Revised September 1988)
- Case
Productivity and Performance Systems: A Comparative Analysis of Northern Telecom and United Parcel Service
Explores the issue of measuring and improving service quality and productivity by examining the radically different approaches of Northern Telecom and United Parcel Service. View Details
Keywords: Management Practices and Processes; Performance Productivity; Performance Improvement; Performance Evaluation; Service Industry; United States
Hart, Christopher. "Productivity and Performance Systems: A Comparative Analysis of Northern Telecom and United Parcel Service." Harvard Business School Case 689-022, August 1988. (Revised September 1988.)
- 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
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.)
- January 2012 (Revised March 2013)
- Case
Ctrip: Scientifically Managing Travel Services
By: David A. Garvin and Nancy Hua Dai
Ctrip is a $437 million Chinese on-line travel services company with a scientific, data driven approach to management. The case explores Ctrip's founding and early growth, its expansion into multiple market segments including hotel reservations, air ticketing, leisure... View Details
Keywords: Scientific Management; Data-driven Management; Management; Expansion; Business Growth and Maturation; Market Entry and Exit; Mathematical Methods; Business Processes; Information Management; Travel Industry; China
Garvin, David A., and Nancy Hua Dai. "Ctrip: Scientifically Managing Travel Services." Harvard Business School Case 312-092, January 2012. (Revised March 2013.)
- 2013
- Article
How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality
By: Alvin J. Silk and Charles King III
We analyze changes in concentration levels in the U.S. Advertising and Marketing Services industry using data from the U.S. Census Bureau's quinquennial Economic Census and the Service Annual Survey. These data, heretofore largely ignored, allow us to redress some of... View Details
Keywords: Concentration Levels; Data; U.S. Census Bureau’s Quinquennial Economic Census And The Service Annual Survey; Measurement Problems; Herfindahl-Hirschman Index; Concentration Ratios; Advertising; Advertising Industry; North and Central America
Silk, Alvin J., and Charles King III. "How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality." Journal of Current Issues & Research in Advertising 34, no. 1 (2013): 166–193.
- 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
Greenwood, Robin, Robert Ialenti, and David Scharfstein. "The Evolution of Financial Services in the United States." Annual Review of Financial Economics (forthcoming).
- July 2023
- Article
Marketplace Scalability and Strategic Use of Platform Investment
By: Jin Li, Gary Pisano, Richard Xu and Feng Zhu
The scalability of a marketplace depends on the operations of the marketplace platform as well as its sellers’ capacities. In this study, we explore one strategy that a marketplace platform can use to enhance its scalability: providing an ancillary service to sellers.... View Details
Li, Jin, Gary Pisano, Richard Xu, and Feng Zhu. "Marketplace Scalability and Strategic Use of Platform Investment." Management Science 69, no. 7 (July 2023): 3958–3975.
- April 2002 (Revised September 2003)
- Case
Stephen Brown at John Hancock Financial Services
By: Robin J. Ely
Describes a major organizational transformation process at John Hancock Financial Services in which CEO Stephen Brown takes a series of measured steps to turn the old-line mutual insurance company into a competitive, performance-oriented financial services firm. At the... View Details
Keywords: Change Management; Leadership; Organizational Change and Adaptation; Organizational Culture; Alignment; Competitive Strategy; Financial Services Industry
Ely, Robin J. "Stephen Brown at John Hancock Financial Services." Harvard Business School Case 402-048, April 2002. (Revised September 2003.)
- August 2000 (Revised June 2001)
- Case
Fsas: Fujitsu Support and Service Inc.
Fsas was created as a spinoff subsidiary of Fujitsu to service PC networks. As the company succeeded, it became listed on Japan's stock exchange--second tier. Now the Internet is causing Fsas to decide how to structure itself again. Should it spinoff a new company? View Details
Keywords: Business Subsidiaries; Internet; Business Growth and Maturation; Innovation and Invention; Information Technology Industry; Japan
Chesbrough, Henry W., and Yoshinori Fujikawa. "Fsas: Fujitsu Support and Service Inc." Harvard Business School Case 601-003, August 2000. (Revised June 2001.)
- March 2003 (Revised April 2006)
- Background Note
Scale and Scope in Professional Service Firms
By: Ashish Nanda
This case discusses why economies (and diseconomies) of scale and scope exist in professional service firms (PSFs) and how they influence the amount and range of services that PSFs offer. It is distributed with a case that focuses on determining the optimal scale/scope... View Details
Nanda, Ashish. "Scale and Scope in Professional Service Firms." Harvard Business School Background Note 903-117, March 2003. (Revised April 2006.)
- 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
Nanda, Ashish. "Profitability Drivers in Professional Service Firms." Harvard Business School Background Note 904-064, February 2004. (Revised March 2004.)
- October 2004
- Teaching Note
Keane's Acquisition of Metro Information Services (A) and (B) TN
By: Francisco de Asis Martinez-Jerez
Teaching Note to (9-103-042) and (9-105-026). View Details
- 2005
- Working Paper
On Inter-industry Variation in the Vertical Integration of Advertising Services
By: Sharon Horsky, Steven C. Michael and Alvin J. Silk
- February 1994 (Revised June 1994)
- Case
Introduction of Telepoint Services in Britain (A): The Decision Context
Dhebar, Anirudh S. "Introduction of Telepoint Services in Britain (A): The Decision Context." Harvard Business School Case 594-097, February 1994. (Revised June 1994.)
- February 2005
- Article
An Econometric Analysis of Inventory Turnover Performance in Retail Services
By: Vishal Gaur, Marshall L. Fisher and Ananth Raman
Gaur, Vishal, Marshall L. Fisher, and Ananth Raman. "An Econometric Analysis of Inventory Turnover Performance in Retail Services." Management Science 51, no. 2 (February 2005): 181–194.
- March 1998 (Revised July 1998)
- Case
United Way Community Services
Describes in detail the fund development and distribution system of United Way Community Services. A key question is how to measure the outcome/impact of the work done by the agencies that receive United Way funding. A follow-on question is how to reinvent the... View Details
Keywords: Capital; Management Systems; Measurement and Metrics; Distribution Channels; Organizational Change and Adaptation; Outcome or Result; Nonprofit Organizations
Rangan, V. Kasturi. "United Way Community Services." Harvard Business School Case 598-138, March 1998. (Revised July 1998.)
- Article
Build It, Buy It, or Both? Rethinking the Sourcing of Advertising Services
By: Alvin J. Silk and Marta M. Stiglin
This paper provides an update on the current state of in-house agencies. Whereas traditional consideration of internalizing advertising services was framed as a binary choice of build or buy, today's advertisers frequently pursue hybrid policies of build and buy to... View Details
Silk, Alvin J., and Marta M. Stiglin. "Build It, Buy It, or Both? Rethinking the Sourcing of Advertising Services." International Journal of Marketing Studies 8, no. 1 (February 2016).
- 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
- March 2013 (Revised October 2013)
- Supplement
Jones Lang LaSalle (2012): Integrated Services and the Architecture of Complexity (D)
By: Ranjay Gulati and Luciana Silvestri
This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2008 and 2012. In 2008, in order to strengthen the firm's brokerage team, JLL merged with The Staubach Company, a real estate services provider with a first-rate... View Details
Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America
Gulati, Ranjay, and Luciana Silvestri. "Jones Lang LaSalle (2012): Integrated Services and the Architecture of Complexity (D)." Harvard Business School Supplement 113-117, March 2013. (Revised October 2013.)