Service Quality Competition - Publications - Faculty & Research

02 Nov 2020
What Do You Think?

Is Antitrust Just a Quaint Notion in the Digital Age?

etc.” Several responses questioned whether there was damage to the consumer, often at issue in antitrust. As Shoshanna Zuboff pointed out, in “free” high-tech services, the consumer benefits and resulting satisfaction are highly visible; the costs are not.” Nick C... View Details

Keywords: by James Heskett; Service; Service; Service; Service; Service; Service

01 Aug 2012
What Do You Think?

Should CEOs Worry About ‘Too Big to Succeed?’

"called it 'creative destruction'" many years ago, the inevitable result of competition and entrepreneurship at work. Others pointed that whether size and success are compatible may rely on a number of factors. Usman Ghani... View Details

Keywords: by James Heskett; Financial Services; Financial Services

03 Aug 2016
What Do You Think?

How Can We Hold the “Leadership Industry” Accountable?

correcting this largely leave us with a frustrating sense that there is every reason to think that the industry will continue to grow and prosper without significantly affecting the quality of leadership in the world. Our readers shared... View Details

Keywords: by James Heskett; Education

23 Oct 2012
First Look

First Look: October 23

competition is restricted. Using 28 million vehicle emissions tests from more than 11,000 facilities, we show that increased competition is associated with greater inspection leniency, a View Details

Keywords: Sean Silverthorne

23 May 2011
Research & Ideas

Corporate Sustainability Reporting: It’s Effective

way to measure the sometimes subjective qualities of what makes a company socially responsible. For that, the researchers relied on survey measures from the World Competitiveness Yearbook, published by IMD... View Details

Keywords: by Michael Blanding

June 2005 (Revised September 2006)
Case

Oracle vs. salesforce.com

By: David B. Yoffie and Alison Berkley Wagonfeld

Explores the phenomenon of software becoming a service. Salesforce.com has catapulted into the lead for offering a customer relationship management (CRM) solution as a Web-based service. Siebel, the leader in CRM packaged software sales, has to devise a strategy to... View Details

Keywords: Customer Relationship Management; Competitive Advantage; Software; Web Services Industry; Web Services Industry

Citation

Educators

Purchase

04 Jun 2007
Research & Ideas

Is Health Care Making You Better—or Dead?

technological innovation, which is how the biotechs and some of the medical devices can get through these hurdles. But for a health service innovation, the payment hurdles are so massive it's masochistic. Then if you go into View Details

Keywords: by Sean Silverthorne; Health

01 Oct 2001
News

Calling the Tune: Negotiation as an Improvisational Dance

vital at all levels of the organization. Valley explained that in addition to the negotiations around a transaction — the exchange of goods or services — the flattening of organizations means people must negotiate the terms of their... View Details

Keywords: Margie Kelley; Educational Services; Educational Services

01 Oct 1998
News

A Community Investment

business and its leaders can no longer afford to be one-dimensional and narrow in focus. Business executives need to broaden the definition of their fiduciary duties in their business practices and ask themselves how their products and View Details

08 Jan 2001
Research & Ideas

Can Japan Compete? [Part Two]

government in the past: trying to resuscitate ailing industries and nurture new ones. This approach did not actually work. What the government ought to do, instead, is address the systematic weaknesses in the competitive environment in... View Details

Keywords: by Martha Lagace & Hilah Geer

01 Jun 2010
News

Faculty Research Online

management literature. See http://hbswk.hbs.edu/item/6395.html. Tragedy at Toyota: How Not to Lead in Crisis “Toyota can regain its footing only by transforming itself from top to bottom to deliver the highest quality automobiles,” says... View Details

Keywords: Educational Services; Educational Services

20 Nov 2018
First Look

New Research and Ideas, November 20, 2018

organizations, which often use capitated payments, and bundled payments. Nearly half (46%) of respondents say value-based contracts significantly improve the quality of care, and another 42% say value-based contracts significantly lower... View Details

Keywords: Dina Gerdeman

01 Jun 1999
News

Where Main Street Meets Wall Street

sum that surpasses the nation's bank deposits. As the industry flourished, more and more financial services firms, offering a plethora of products, joined the fray. An expert on competition in the mutual... View Details

Keywords: Garry Emmons

18 Mar 2009
Research & Ideas

Marketing After the Recession

and behaviors permanently. Their coping mechanisms may become ingrained and define a new normal. In addition, the competitive landscape will have changed. A competitive shakeout along with new product... View Details

Keywords: by John Quelch; Retail

01 Mar 2005
News

Answering the Call

worker-management culture. However, the company was best known for its compensation system, paying its workers on a piecework basis, coupled with bonuses based on company revenues. Although this often resulted in average annual pay for Lincoln workers that was more... View Details

Keywords: Garry Emmons; Educational Services; Educational Services

01 Mar 2012
News

Cracks in the Foundation

I couldn't help but feel a sense of gloom as I read the results of the recent HBS alumni survey on US competitiveness. It revealed that alumni overwhelmingly believe the United States is losing its competitive edge, particularly when... View Details

Keywords: Roger Thompson; Educational Services; Educational Services

01 Jun 2009
News

Dispatches from the Global Classroom

“we-dentity” and the power of community in the face of an inefficient, sometimes corrupt, local government. Santa Ana del Valle, for example, provides many of its services (such as policing or maintenance of the church and museum) through... View Details

Keywords: Julia Hanna; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services

01 Sep 2013
News

The New Rules of E-Commerce

Mikitani (MBA 1993) is not shy about pursuing the big idea, in this case a belief that English is the lingua franca of business and learning it would give his organization a competitive edge. Rakuten, founded in 1997, operates an online... View Details

Keywords: Sean Silverthorne; e-commerce; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services

July 2002 (Revised August 2002)
Case

Nomura Securities, 2002

By: Tarun Khanna and David Lane

In 2002, Nomura, though long the market leader in Japan, lacked global presence and was beset at home by strengthened local competitors, Wall Street firms that were taking the best deals, outdated systems, controls, and staff skills. Was Nomura still a player to fear?... View Details

Keywords: Competition; Local Range; Global Strategy; Financial Services Industry; Japan