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- All HBS Web
(7,610)
- People (21)
- News (1,162)
- Research (5,430)
- Events (7)
- Multimedia (5)
- Faculty Publications (4,483)
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- June 2001 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (B)
In late 1999, Madison Avenue was experiencing phenomenal growth in sales, clients, employees, and services provided. The stress and strain on the firm's employees was considerable and threatened to jeopardize the high-quality, active-ad management for which the firm... View Details
Keywords: Organizational Change and Adaptation; Growth Management; Service Operations; Digital Marketing; Business Processes; Advertising Industry
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (B)." Harvard Business School Case 601-021, June 2001. (Revised September 2005.)
- November 1990 (Revised November 1991)
- Supplement
Apple Computer (C1): Reorganizing the Human Resource Function
Provides a follow-up to the (C) case. A new organization chosen for the human resource (HR) function is described. Students must compare the design chosen by Apple's HR managers with the one they chose. View Details
Gibbs, Michael J. "Apple Computer (C1): Reorganizing the Human Resource Function." Harvard Business School Supplement 491-063, November 1990. (Revised November 1991.)
- January 2012 (Revised March 2013)
- Case
Ctrip: Scientifically Managing Travel Services
By: David A. Garvin and Nancy Hua Dai
Ctrip is a $437 million Chinese on-line travel services company with a scientific, data driven approach to management. The case explores Ctrip's founding and early growth, its expansion into multiple market segments including hotel reservations, air ticketing, leisure... View Details
Keywords: Scientific Management; Data-driven Management; Management; Expansion; Business Growth and Maturation; Market Entry and Exit; Mathematical Methods; Business Processes; Information Management; Travel Industry; China
Garvin, David A., and Nancy Hua Dai. "Ctrip: Scientifically Managing Travel Services." Harvard Business School Case 312-092, January 2012. (Revised March 2013.)
- July 2007 (Revised October 2007)
- Teaching Note
PayPal Merchant Services (TN)
- October 1977 (Revised September 1983)
- Case
Colonial Food Services Co.
By: Michael Beer and James G. Clawson
The first case in a four-part case series which outlines the events leading up to a performance appraisal interview. Describes the background of the company. View Details
Beer, Michael, and James G. Clawson. "Colonial Food Services Co." Harvard Business School Case 478-005, October 1977. (Revised September 1983.)
- August 1995
- Teaching Note
IBM After-Sales Service TN
Teaching Note for (9-693-001). View Details
Keywords: Computer Industry
- 2015
- Case
Advanced Leadership Pathways: Mike Critelli and Dossia Service Corporation
By: Rosabeth Moss Kanter and Patricia Bissett Higgins
In 2010, Mark Critelli was a well-seasoned corporate executive who had recently transitioned from being the CEO of a Fortune 500 company to that of a startup called Dossia. As an AL Fellow, he knew that despite believing in Dossia’s mission to empower individuals with... View Details
Keywords: Health And Wellness; Health Care; Health Care Education; Health Care Entrepreneurship; Health Care Industry; Health Care Investment; Health Care Outcomes; Health Care Quality; Health Care Reform; Health Care Services; Health Costs; Preventive Care; Insurance Companies; Insurance Industry; Employee Compensation; Empoylee Wellness Programs; Patient Reported Outcome Measures; Patient Satisfaction; Data; Data Analytics; Entrepreneurs; Entrepreneurial Organizations; Entrepreneurial Ventures; Start-up; Leadership Skills; Disruptive Change; Health; Insurance; Employees; Leadership; Disruptive Innovation; Health Care and Treatment; Employment; Entrepreneurship; Business Startups; Information Technology; Analytics and Data Science; Health Industry; United States
Kanter, Rosabeth Moss, and Patricia Bissett Higgins. "Advanced Leadership Pathways: Mike Critelli and Dossia Service Corporation." Harvard Business Publishing Case 316-053, 2015. (Harvard Advanced Leadership Initiative.)
- February 2004 (Revised March 2004)
- Background Note
Profitability Drivers in Professional Service Firms
By: Ashish Nanda
This case presents a simple model of the drivers of profitability in a professional service partnership and conducts an empirical exploration of the determinants of profitability among AmLaw 100 firms over the period 1994 to 1999. View Details
Nanda, Ashish. "Profitability Drivers in Professional Service Firms." Harvard Business School Background Note 904-064, February 2004. (Revised March 2004.)
- 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
Chesbrough, Henry W., and Yoshinori Fujikawa. "Fsas: Fujitsu Support and Service Inc." Harvard Business School Case 601-003, August 2000. (Revised June 2001.)
- May 2002
- Background Note
Exporting IT-Enabled Services from Developing Countries
Explores the phenomenon of IT-enabled services (ITES) exports from developing countries. Reviews the business and technical drivers of this phenomenon, describes major segments of the industry, discusses key challenges facing these firms, and profiles seven ITES firms. View Details
Kennedy, Robert E., and Lisa Lewis. "Exporting IT-Enabled Services from Developing Countries." Harvard Business School Background Note 702-064, May 2002.
- 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
Govindarajan, Vijay, Chris Trimble, and Julie Lang. "Capston-White's Document Management and Production Services." 2003. (Case No. 2-0017.)
- December 2005 (Revised October 2006)
- Case
Pharmacy Service Improvement at CVS (A)
CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems... View Details
Keywords: Information Technology; Performance Improvement; Business Processes; Retail Industry; Retail Industry; United States
McAfee, Andrew P. "Pharmacy Service Improvement at CVS (A)." Harvard Business School Case 606-015, December 2005. (Revised October 2006.)
- June 1990 (Revised January 1994)
- Case
Desktop Printer Industry in 1990
The desktop printer industry in 1990 is characterized by significant uncertainty about new technologies and about the types of features customers may demand in the next decade. The case looks at the positions of Hewlett-Packard, Canon, Kodak, Xerox, and IBM enabling... View Details
Teisberg, Elizabeth O. "Desktop Printer Industry in 1990." Harvard Business School Case 390-173, June 1990. (Revised January 1994.)
- January 2004 (Revised May 2004)
- Background Note
Strategy and Positioning in Professional Service Firms
By: Ashish Nanda
This case provides a definition of strategy, distinguishes between corporate and practice strategy, and discusses how and why developing and implementing strategy for professional service firms is different from developing and implementing strategy for commercial... View Details
Nanda, Ashish. "Strategy and Positioning in Professional Service Firms." Harvard Business School Background Note 904-060, January 2004. (Revised May 2004.)
- 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
- 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
Deighton, John A. "IDS Financial Services (Condensed)." Harvard Business School Case 596-045, August 1995. (Revised October 1996.) (request a courtesy copy.)
- 1990
- Book
The Service Management Course
By: C. Hart, J. Heskett and W. E. Sasser Jr.
Hart, C., J. Heskett, and W. E. Sasser Jr. The Service Management Course. NY: Free Press, 1990.
- April 1975 (Revised May 1993)
- Case
New Hampshire-Vermont Hospitalization Service
Herzlinger, Regina E. "New Hampshire-Vermont Hospitalization Service." Harvard Business School Case 175-243, April 1975. (Revised May 1993.)
- September 2001
- Teaching Note
&Samhoud Service Management TN
By: Ashish Nanda, Thomas J. DeLong and Ying Liu
Teaching Note for (9-801-398). View Details
- December 1981
- Case
Singapore Bus Service Ltd.
McFarlan, F. Warren. "Singapore Bus Service Ltd." Harvard Business School Case 182-168, December 1981.