Service Industry - Publications - Faculty & Research - Harvard Business School

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2008
Working Paper

Economic Factors Underlying the Unbundling of Advertising Agency Services

By: Mohammad Arzaghi, Ernst R. Berndt, James C. Davis and Alvin J. Silk

This paper addresses a longstanding puzzle involving the unbundling of services that has occurredover more than two decades in the U.S. advertising agency industry: How can the shift from the bundling to the unbundling of services be explained and what accounts for the... View Details

Keywords: Transformation; Framework; Service Operations; Decisions; Relationships; Price; Diversification; Geography; Cost; Advertising Industry; United States

March 2013 (Revised October 2013)
Supplement

Integrated Services at Jones Lang LaSalle (2005) (B)

By: Ranjay Gulati and Luciana Silvestri

This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2001 and 2005. Faced with the need to deliver integrated services to corporate clients in 2001, JLL created Corporate Solutions, a group that aimed to draw... View Details

Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America

2024
Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details

Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America

2007
Other Unpublished Work

Professional Service Firms: A Breed Apart

By: John J. Gabarro, Thomas J. DeLong and Robert Lees

Keywords: Service Operations; Service Industry

23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

your biggest buckets of cost and rethinking those strategically in ways that give your customers something they value," notes Frei, the UPS Foundation Professor of Service Management at Harvard Business School. Morriss (HBS MBA '04),... View Details

Keywords: by Deborah Blagg; Service

December 1998 (Revised December 1999)
Case

Morgan Stanley Dean Witter Private Client Services

By: Thomas J. DeLong, David M. Darst, Ann K Rusher and Catherine M. Conneely

The 1997 merger of retail giant Dean Witter and investment bank Morgan Stanley was a year old when Bob Sculthorpe was appointed director of Private Client Services (PCS) at Morgan Stanley Dean Witter (MSDW). The firm was still operating under two separate broker-dealer... View Details

Keywords: Mergers and Acquisitions; Business Divisions; Investment Banking; Brands and Branding; Salesforce Management; Competitive Strategy; Retail Industry

25 Jun 2015
Working Paper Summaries

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

Keywords: by Alvin J. Silk; Advertising

April 2010
Teaching Note

IBM: The Corporate Service Corps (TN)

By: Christopher Marquis, Alison Comings and Bobbi Thomason

Teaching Note for [409106]. View Details

Keywords: Service Operations; Employees; Partners and Partnerships; Non-Governmental Organizations; Developing Countries and Economies; Corporate Social Responsibility and Impact; Programs; Global Strategy; Computer Industry; Computer Industry; Ghana; Tanzania; Romania; Philippines; Viet Nam

April 1983 (Revised June 1993)
Case

Trade In Services and American Express

By: Joseph L. Badaracco Jr. and David B. Yoffie

Keywords: Financial Services Industry

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April 1979 (Revised October 1983)
Case

U.S. Securities Industry in 1979

By: Michael E. Porter

Keywords: Competitive Strategy; Financial Services Industry; United States

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May 2008 (Revised May 2010)
Background Note

Organizational Alignment, Performance, and Change in Professional Service Firms

By: John J. Gabarro

This note describes the relationship between organizational alignment and performance in professional service firms and how to use McKinsey 7S Alignment to diagnose a firm's or practice's alignment, identify misalignments and determine how to bring about the changes... View Details

Keywords: Organizations; Alignment; Performance; Change; Service Industry

2021
Working Paper

Accounting for Product Impact in the Telecommunications Industry

By: George Serafeim and Katie Trinh

We apply the product impact measurement framework of the Impact-Weighted Accounts Initiative (IWAI) in two competitor companies within the telecommunications industry. We design a monetization methodology that allows us to calculate monetary impact estimates of network... View Details

2020
Working Paper

Accounting for Product Impact in the Consumer Finance Industry

By: George Serafeim and Katie Trinh

We apply the product impact measurement framework of the Impact-Weighted Accounts Initiative (IWAI) in two competitor credit card providers within the consumer finance industry. We design a monetization methodology that allows us to calculate monetary impact estimates... View Details

August 1983 (Revised June 1986)
Case

Johnson & Johnson (B): Hospital Services

By: Francis Aguilar

The main issue has to do with the lack of fit or incompatibility between the early environmental requirements for strategy and the cultural constraints on the organization. Describes the internal resistance to the proposed changes and top management's efforts to... View Details

Keywords: Business or Company Management; Change Management; Organizational Change and Adaptation; Organizational Culture; Health Care and Treatment; Growth and Development Strategy; Health Industry

December 2004 (Revised April 2006)
Case

Managing Diversity at Cityside Financial Services

By: Robin J. Ely and Ingrid Vargas

Cityside Financial Services, a disguised consumer bank, serves both a largely African-American urban community and a more affluent, predominantly white clientele. To match the gender and racial makeup of its staff to that of its customers, Cityside's sales division... View Details

Keywords: Selection and Staffing; Situation or Environment; Race; Employees; Gender; Customer Satisfaction; Diversity; Cross-Cultural and Cross-Border Issues; Banks and Banking; Banking Industry

November 1981 (Revised October 1985)
Supplement

General Foods: Food Service Division (C)

By: John P. Kotter

Keywords: Food and Beverage Industry

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April 1985 (Revised November 1987)
Case

American Express Travel Related Services Co.

Describes the company's new focus on entrepreneurship during the era of Lou Gerstner, chairman and CEO since 1982. View Details

Keywords: Change Management; Corporate Entrepreneurship; Financial Services Industry; Financial Services Industry

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October 1992 (Revised December 1993)
Case

ServiceMaster Co.: The Quality Services Network

By: James L. Heskett and Roger H. Hallowell

Keywords: Service Industry

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March 1982
Supplement

General Foods: Food Service Division, Video

By: John P. Kotter

Keywords: Food; Food and Beverage Industry

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November 1981
Supplement

General Foods: Food Service Division (B)

By: John P. Kotter

Keywords: Food and Beverage Industry

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