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  • All HBS Web  (10,665)
    • People  (49)
    • News  (3,237)
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  • May 1993
  • Teaching Note

Patient Transfusion Services Lab of Central Blood Bank TN

By: James L. Heskett
Teaching Note for (9-693-091). View Details
Keywords: Health Industry
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Heskett, James L. "Patient Transfusion Services Lab of Central Blood Bank TN." Harvard Business School Teaching Note 693-092, May 1993.
  • 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
  • July 1996
  • Article

New Standard: Transfers and Servicing of Financial Assets and Extinguishment of Liabilities

By: David F. Hawkins
Keywords: Finance; Assets
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Hawkins, David F. "New Standard: Transfers and Servicing of Financial Assets and Extinguishment of Liabilities." Accounting Bulletin, no. 41 (July 1996).
  • 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.)
  • 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
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Chesbrough, Henry W., and Yoshinori Fujikawa. "Fsas: Fujitsu Support and Service Inc." Harvard Business School Case 601-003, August 2000. (Revised June 2001.)
  • 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
Keywords: Two-sided Platforms; Services; Digital Platforms
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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.
  • 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.
  • 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
Keywords: Cost Management; Operations; Microeconomics; Service Industry
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Nanda, Ashish. "Scale and Scope in Professional Service Firms." Harvard Business School Background Note 903-117, March 2003. (Revised April 2006.)
  • 2009
  • Article

The Harvard Economic Service and the Problems of Forecasting

By: Walter Friedman
Keywords: Forecasting and Prediction; Higher Education; Problems and Challenges; Economics
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Friedman, Walter. "The Harvard Economic Service and the Problems of Forecasting." History of Political Economy 41, no. 1 (2009).
  • 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
Keywords: Operations; Advertising; Advertising Industry
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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).
  • November 2005 (Revised June 2006)
  • Case

Strategic Planning at United Parcel Service

By: David A. Garvin and Lynne Levesque
In March 2005, CEO Michael Eskew has asked the Corporate Strategy Group to recommend changes to the strategic process to ensure it allows United Parcel Service (UPS) to continue to transform itself over the next several years. Describes the evolution of UPS's strategic... View Details
Keywords: Change; Decisions; Globalization; Growth and Development Strategy; Managerial Roles; Strategic Planning; Creativity; Corporate Strategy
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Garvin, David A., and Lynne Levesque. "Strategic Planning at United Parcel Service." Harvard Business School Case 306-002, November 2005. (Revised June 2006.)
  • 2021
  • Article

Evidence of Decreasing Internet Entropy: The Lack of Redundancy in DNS Resolution by Major Websites and Services

By: Samantha Bates, John Bowers, Shane Greenstein, Jordi Weinstock, Jonathan Zittrain and Yunhan Xu
This paper analyzes the extent to which the Internet’s global domain name resolution (DNS) system has preserved its distributed resilience given the rise of cloud-based hosting and infrastructure. We explore trends in the concentration of the DNS space since at least... View Details
Keywords: Domain Name System; Resilience; Entropy; Internet and the Web; Infrastructure; Performance Effectiveness; Safety; Cybersecurity
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Bates, Samantha, John Bowers, Shane Greenstein, Jordi Weinstock, Jonathan Zittrain, and Yunhan Xu. "Evidence of Decreasing Internet Entropy: The Lack of Redundancy in DNS Resolution by Major Websites and Services." Journal of Quantitative Description: Digital Media 1 (2021).
  • March 1998 (Revised July 1998)
  • Case

United Way Community Services

By: V. Kasturi Rangan
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
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Rangan, V. Kasturi. "United Way Community Services." Harvard Business School Case 598-138, March 1998. (Revised July 1998.)
  • April 2006 (Revised April 2008)
  • Course Overview Note

Managing Service Operations: Understanding the Customer Operating Role

By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
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Frei, Frances X. "Managing Service Operations: Understanding the Customer Operating Role." Harvard Business School Course Overview Note 606-092, April 2006. (Revised April 2008.)​
  • 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
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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.
  • 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
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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.)
  • 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
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Ely, Robin J. "Stephen Brown at John Hancock Financial Services." Harvard Business School Case 402-048, April 2002. (Revised September 2003.)
  • 2002
  • Other Unpublished Work

Legal Management: The Case for a Managed Model for the Delivery of Legal Services

By: Ethan S. Bernstein
This essay takes a brief look at the innovations in the delivery of legal services made due to the expansion of the pre-paid sector and uses those changes in the power dynamics of the industry to make a compelling case for a more widespread, managed model. The managed... View Details
Keywords: Management; Law; Service Delivery; Legal Services Industry; United States
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Bernstein, Ethan S. "Legal Management: The Case for a Managed Model for the Delivery of Legal Services." December 2002. (Harvard Law School: Bellow-Sacks Access to Civil Legal Services Project.)
  • 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
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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.)
  • 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
Keywords: Information Technology Industry; Consulting Industry
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Martinez-Jerez, Francisco de Asis. "Keane's Acquisition of Metro Information Services (A) and (B) TN." Harvard Business School Teaching Note 105-034, October 2004.
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