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  • All HBS Web  (4,894)
    • People  (38)
    • News  (1,646)
    • Research  (2,492)
    • Events  (13)
    • Multimedia  (10)
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Show Results For

  • All HBS Web  (4,894)
    • People  (38)
    • News  (1,646)
    • Research  (2,492)
    • Events  (13)
    • Multimedia  (10)
  • Faculty Publications  (1,102)
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  • 01 Apr 2008
  • News

“Let Us Now Praise Famous Women”

at a time could use it), and one time it managed to spill all its cards on the floor. Val remembers that it took most of a week to put them back in order. How were changes in alumni data recorded back in those days? The staff filled in... View Details
Keywords: Educational Services; Educational Services
  • Web

Stata Temporary Files and Stata Tmp - Research Computing Services

a number of files on the /tmp volume that is local to each compute node. This volume is shared by all jobs on that node, is essential for the health of the node, offers a significant speed advantage over using storage on the network, and... View Details
  • 2007
  • Working Paper

Team Familiarity, Role Experience, and Performance: Evidence from Indian Software Services

By: Robert S. Huckman, Bradley R. Staats and David M. Upton
Much of the literature on team learning views experience as a unidimensional concept captured by the cumulative production volume of, or the number of projects completed by, a team. Implicit in this approach is the assumption that teams are stable in their membership... View Details
Keywords: Experience and Expertise; Learning; Performance Improvement; Projects; Groups and Teams; Familiarity; Information Technology Industry; India
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Huckman, Robert S., Bradley R. Staats, and David M. Upton. "Team Familiarity, Role Experience, and Performance: Evidence from Indian Software Services." Harvard Business School Working Paper, No. 08-019, September 2007. (Revised February 2008, July 2008.)
  • 12 Apr 2004
  • Research & Ideas

What Great American Leaders Teach Us

Legacies. Professor Nitin Nohria and I began to create the database approximately three years ago as part of an effort to understand historical business leadership patterns. Our initial goal was to develop a small canon of business leadership, which could help View Details
Keywords: by Sean Silverthorne
  • 17 Aug 2020
  • Research & Ideas

What the Stockdale Paradox Tells Us About Crisis Leadership

now is that our intrinsic survival mechanisms—such basic behaviors as how to enter a building, or bring in the mail, or greet a friend—require conscious thought in a way they have not since toddlerhood. The services and businesses that... View Details
Keywords: by Boris Groysberg and Robin Abrahams
  • 14 Apr 2017
  • News

How Airbnb's redesign aims to combat discrimination on the service

  • Web

Workshops & Technical Talks - Research Computing Services

data Tesseract for Optical Character Recognition (OCR) Workshop Recording (RCS) Principls of Causal Inference Workshop Slides (RCS) Databases and SQL Workshops and Tutorials Working with SQL setup instructions (DB Browser for SQLite), lesson , and reference Managing... View Details
  • Web

Running a Program/Submitting a Job - Research Computing Services

HBSGrid. The easiest is using wrapper (default submission) scripts via NoMachine and pre-defined commands. The other method is custom submission scripts , which offers maximum flexibility but involves writing one-line unix commands or... View Details
  • March 2018 (Revised March 2019)
  • Technical Note

Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains

By: Tatiana Sandino
This note explains how several retail and service organizations use a practice described here as “structured empowerment” to balance control and flexibility as they grow. I define structured empowerment as a practice that grants employees both (a) the power to make... View Details
Keywords: Service Operations; Standards; Employees; Service Delivery; Decision Making; Power and Influence; Service Industry; Service Industry
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Sandino, Tatiana. "Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains." Harvard Business School Technical Note 118-082, March 2018. (Revised March 2019.)
  • 2023
  • Working Paper

Targeting, Personalization, and Engagement in an Agricultural Advisory Service

By: Susan Athey, Shawn Cole, Shanjukta Nath and Jessica Zhu
ICT is increasingly used to deliver customized information in developing countries. We examine whether individually targeting the timing of automated voice calls meaningfully increases engagement in an agricultural advisory service. We define, estimate, and... View Details
Keywords: Developing Countries and Economies; Knowledge Dissemination; Customization and Personalization; Performance Effectiveness
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Athey, Susan, Shawn Cole, Shanjukta Nath, and Jessica Zhu. "Targeting, Personalization, and Engagement in an Agricultural Advisory Service." Harvard Business School Working Paper, No. 24-006, August 2023.
  • December 2003 (Revised April 2004)
  • Case

Sherif Mityas at A.T. Kearney (A): Negotiating a Client Service Predicament

By: Ashish Nanda
Sherif Mityas, recently promoted as project manager at A.T. Kearney, faced a client service challenge in his very first project experience. Mityas had been working closely for six weeks with the management team of the U.S. subsidiary of a Japan-headquartered consumer... View Details
Keywords: Management; Conflict of Interests; Business Subsidiaries; Trust; Consumer Products Industry; Japan; United States
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Nanda, Ashish, and Kelley Elizabeth Morrell. "Sherif Mityas at A.T. Kearney (A): Negotiating a Client Service Predicament." Harvard Business School Case 904-031, December 2003. (Revised April 2004.)
  • January 2009
  • Article

Team Familiarity, Role Experience, and Performance: Evidence from Indian Software Services

By: Robert S. Huckman, Bradley R. Staats and David M. Upton
Much of the literature on team learning views experience as a unidimensional concept captured by the cumulative production volume of, or the number of projects completed by, a team. Implicit in this approach is the assumption that teams are stable in their membership... View Details
Keywords: Experience and Expertise; Learning; Performance Improvement; Projects; Groups and Teams; Familiarity; Information Technology Industry; India
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Huckman, Robert S., Bradley R. Staats, and David M. Upton. "Team Familiarity, Role Experience, and Performance: Evidence from Indian Software Services." Management Science 55, no. 1 (January 2009): 85–100.
  • January 2025
  • Case

Hebbia: Redefining Productivity for Knowledge Workers Using AI

By: Suraj Srinivasan and Minoshka Narayan
In early 2025, George Sivulka, founder and CEO of Hebbia, reflected on the company’s rapid ascent as a pioneer in GenAI-powered productivity tools for knowledge workers. With its proprietary technology, Hebbia had redefined information retrieval and analysis and earned... View Details
Keywords: Transformation; Customer Relationship Management; AI and Machine Learning; Innovation and Management; Innovation Strategy; Service Delivery; Technological Innovation; Growth and Development Strategy; Competitive Strategy; Financial Services Industry; Financial Services Industry; Financial Services Industry; United States; New York (city, NY)
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Srinivasan, Suraj, and Minoshka Narayan. "Hebbia: Redefining Productivity for Knowledge Workers Using AI." Harvard Business School Case 125-075, January 2025.
  • 01 Oct 1996
  • News

"Service-Profit Chain" Links Members of Service Management Unit

the newest member of the Service Management unit, joined the faculty last year. In research that covers human resources and operations management, she has studied the impact of processes on organizations. Gittell is currently View Details
Keywords: Susan Young
  • July – August 2011
  • Article

Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units

By: I. M. Nembhard and A. L. Tucker
Dynamic service settings-characterized by workers who interact with customers to deliver services in a rapidly changing, uncertain, and complex environment (e.g., hospitals)-play an important role in the economy. Organizational learning studies in these settings have... View Details
Keywords: Experience and Expertise; Customer Focus and Relationships; Learning; Health Care and Treatment; Service Delivery; Performance Improvement; Quality; Groups and Teams; Cooperation; Health Industry
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Nembhard, I. M., and A. L. Tucker. "Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units." Organization Science 22, no. 4 (July–August 2011): 907–922.
  • Article

Crowdsourcing City Government: Using Tournaments to Improve Inspection Accuracy

By: Edward Glaeser, Andrew Hillis, Scott Duke Kominers and Michael Luca
The proliferation of big data makes it possible to better target city services like hygiene inspections, but city governments rarely have the in-house talent needed for developing prediction algorithms. Cities could hire consultants, but a cheaper alternative is to... View Details
Keywords: User-generated Content; Operations; Tournaments; Policy-making; Machine Learning; Online Platforms; Analytics and Data Science; Mathematical Methods; City; Infrastructure; Business Processes; Government and Politics
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Glaeser, Edward, Andrew Hillis, Scott Duke Kominers, and Michael Luca. "Crowdsourcing City Government: Using Tournaments to Improve Inspection Accuracy." American Economic Review: Papers and Proceedings 106, no. 5 (May 2016): 114–118.
  • 2008
  • Book

Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation
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Heskett, James L., W. Earl Sasser Jr., and Joe Wheeler. Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Harvard Business Press, 2008.
  • Summer 2013
  • Article

Analyzing Performance of Service Organizations: Balanced Benchmarking Can Identify Best Practices That Are Often Hidden

By: H. David Sherman and Joe Zhu
Just as sports teams have increasingly relied on rigorous quantitative analyses, so have many businesses. In particular, a growing number of service organizations have been investigating the use of a sophisticated linear programming technique called DEA, or data... View Details
Keywords: Balanced Benchmarking; Management
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Sherman, H. David, and Joe Zhu. "Analyzing Performance of Service Organizations: Balanced Benchmarking Can Identify Best Practices That Are Often Hidden." MIT Sloan Management Review 54, no. 4 (Summer 2013): 37–42.
  • Web

Data Tips & Toolkits - Research Computing Services

popular platform provides automatic text captioning of the audio uploaded onto YouTube. Watson speech-to-text API : a machine learning API that can transcribe audio files into text, among other capabilities. VLC player : a free, open source media player that can be... View Details
  • 18 Dec 2008
  • Working Paper Summaries

Concentration Levels in the U.S. Advertising and Marketing Services Industry: Myth vs. Reality

Keywords: by Alvin J. Silk & Charles King III; Advertising
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