Publications

July 1996 (Revised April 1997)
Teaching Note

Service Corporation International TN

By: Benjamin C. Esty and Craig F Schreiber

Teaching Note for (9-296-080). View Details

Keywords: Service Industry

30 Sep 2015
News

The Power of Service

While studying at HBS, Jennifer Eplett Reilly (MBA 1990) was also working on the opening chapter of a remarkable social enterprise success story. “Our idea was to call upon diverse young people to give a year of service addressing the... View Details

August 1995 (Revised October 1996)
Case

IDS Financial Services (Condensed)

By: John A. Deighton

Highlights the decision that must be made on balancing customer acquisition and retention and de-emphasizing the structural issues involved in administering the independent contractor sales force. View Details

Keywords: Customers; Customer Focus and Relationships; Decisions; Corporate Governance; Salesforce Management; Financial Services Industry

November 2011
Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Faculty Spreadsheet (Brief Case)

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity

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

25 Mar 2021
Blog Post

Meet the Student Academic Services Support Team at HBS!

Determining how to successfully balance responsibilities, opportunities, and challenges is imperative to a positive and productive student experience. The Student and Academic Services (SAS) Support Services... View Details

1992
Other Teaching and Training Material

Achieving Breakthrough Service Teleseminar

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser

April 2001
Teaching Note

Weather Services Corporation TN

By: Jeffrey F. Rayport, Goutam Challagalla and William A. Sahlman

August 1995
Teaching Note

IBM After-Sales Service TN

By: Janice H. Hammond

Teaching Note for (9-693-001). View Details

Keywords: Computer Industry

February 1988
Case

General Electric: Customer Service

By: Frank V. Cespedes

Keywords: Customer Focus and Relationships

Find at Harvard

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

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