Publications

24 Mar 2021
News

Outsider-Insider Named CEO of Amazon Web Services

Photo via LinkedIn Photo via LinkedIn On March 23, recently appointed Amazon CEO Andy Jassy (MBA 1997) named Adam Selipsky (MBA 1993) head of Amazon Web Services (AWS), a $50 billion business that... View Details

Keywords: Amazon; online retail; leadership; Executive, Legislative, and Other General Government Support; Government

Web

Usage and Policies - Research Computing Services

and Acceptable Use The HBS research computing environment, composed of a number of servers and services, is a large, shared resource that is often at significant capacity and stores confidential and... View Details

March 2019
Technical Note

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

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

June 2019
Case

Fangda Partners: A Step Ahead

By: Ashish Nanda and Lisa Rohrer

Elite Chinese law firm Fangda Partners has steered Alibaba and other Chinese and international clients through the complex legal, corporate, and regulatory challenges associated with executing international transactions. “Fangda has traveled a long distance in a short... View Details

Keywords: Law Firm; Law Firms; Growth; Legal Industry; Regulation; Professional Services; Law; Leadership; Growth and Development; Strategy; Governing Rules, Regulations, and Reforms; Legal Services Industry; China

Web

Guidelines for Choosing Resources - Research Computing Services

typically use. Each language has commands that will give you the memory usage of your data while loaded (in memory). A few examples are listed below. NB! In all situations, one should add at least 0.5 - 1 GB of RAM to the values reported... View Details

Web

Monitoring Jobs & Troubleshooting - Research Computing Services

additional commands in the official LSF documentation . Troubleshooting Jobs and Resources A variety of problems can arise when running jobs and applications on the HBSGrid. Many are related to resource misallocation, but there are other... View Details

01 Dec 2008
News

Career Services Shifts into High Gear

Many members of the Class of 2008 were just settling into new jobs as reverberations from the financial crisis were felt around the world. While employment figures for the class remain strong, MBA Career View Details

Web

RCS Offboarding Checklist - Research Computing Services

spaces? If you choose not to obtain a Guest Account, you should transfer any data and files that you will need from your home folder and project spaces on the storage associated with the cluster, as these... View Details

Web

R and Python - Research Computing Services

wishes to use the wrapper scripts, it important to continue to use python3-Xg or spyder3-Xg wrappers, as python-XG and spyder-XG still point to python2, the cluster wide default version of 'python'. Installing custom Python modules If you... View Details

July 2013 (Revised June 2014)
Case

Collaborating for Growth: Duane Morris in a Turbulent Legal Sector

By: Heidi K. Gardner and Annelena Lobb

By the late 2000s, the law firm Duane Morris had transformed itself from a growing U.S. law firm to a significant global player. The firm's uniquely collaborative organizational culture, which featured a transparent, data-driven compensation system, practice-group... View Details

Keywords: Professional Service Firm; Collaboration; Performance Management; Risk and Uncertainty; Competition; Management Practices and Processes; Organizational Structure; Groups and Teams; Organizational Culture; Performance; Cooperation; Globalized Firms and Management; Compensation and Benefits; Volatility; Growth and Development Strategy; Legal Services Industry; United States

2023
Working Paper

The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks

By: Isamar Troncoso, Minkyung Kim, Ishita Chakraborty and SooHyun Kim

The US has seen a rise in union movements, but their effects on service industry marketing outcomes like customer satisfaction and perceptions of service quality remain understudied. In this paper, we empirically study the impact on customer satisfaction and... View Details

Keywords: Labor Unions; Customer Satisfaction; Perception; Public Opinion; Employees; Food and Beverage Industry

SSRN

July 3, 2020
Article

Delivery Apps Need to Start Treating Suppliers As Partners

By: Scott Duke Kominers and Ian Macomber

Home delivery has shifted from a luxury service aimed at young urban professionals to a core part of many businesses, which is used by almost everyone. That upheaval has strained capacity of many delivery services and changed how they relate to the suppliers that they... View Details

Keywords: Service Delivery; Supply Chain; Performance Capacity; Performance Efficiency; Entrepreneurship

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22 Aug 2007
Research & Ideas

The Hedge Fund as Activist

institutional investors as a whole have been effective activists, from the perspective of being able to institute changes that increase shareholder value. Often the reason can be traced to conflicts of... View Details

Keywords: by Robin Greenwood; Financial Services

Web

IDEO: Human-Centered Service Design | Information Technology

Featured Case IDEO: Human-Centered Service Design The multimedia case takes viewers behind the scenes of a human-centered design company, IDEO, as they embrace the shifting... View Details

04 Dec 2023
Blog Post

My Summer of Joy with the National Parks Service

Hi all, my name is Rhea! I was lucky enough to work for the National Park Service this summer as a business management intern with the Submerged Resources Center (SRC). The SRC... View Details

Keywords: Nonprofit / Government

18 Feb 2020
News

How Cryptocurrencies Should Be Regulated as Non-sovereign Fiat Currencies

May 2013
Supplement

Transport Corporation of India (C): Dealing with Shortcomings in Service Quality

By: V.G. Narayanan and Saloni Chaturvedi

Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details

Keywords: Transportation; Transportation Industry; India

March 2000
Background Note

Venture Capitalist as Entrepreneur, The

By: Robert J. Robinson and Noam T. Wasserman

Introduces students to negotiations between venture capitalists (VCs) and the limited partners who provide the VCs' capital. Also discusses negotiations between VCs and other VCs, including those within a VC firm itself. Explores interests, sources of negotiating... View Details

Keywords: Business Model; Venture Capital; Capital; Negotiation Tactics; Entrepreneurship; Financial Services Industry

2024
Working Paper

Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details

Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication