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  • All HBS Web  (11,702)
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  • July 1983
  • Supplement

United Health Services (B)

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Vitale, Michael R. "United Health Services (B)." Harvard Business School Supplement 184-013, July 1983.
  • April 1993
  • Supplement

Prodigy Services Company (C)

By: Lynn S. Paine
Describes the organizational aftermath. View Details
Keywords: Information Technology Industry
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Paine, Lynn S. "Prodigy Services Company (C)." Harvard Business School Supplement 393-128, April 1993.
  • 27 Apr 2023
  • Video

IFC Intro: GEO, Financial Aid, Registrar Services

  • August 1998 (Revised December 1998)
  • Case

Wells Fargo Online Financial Services (B)

By: Robert S. Kaplan and Nicole Tempest
Describes how the Balanced Scorecard built by the Online Financial Services (OFS) group is used to select the highest-priority initiatives for the organization. Currently, initiatives arise continually throughout the organization, and management spends considerable... View Details
Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Financial Services Industry
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Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (B)." Harvard Business School Case 199-019, August 1998. (Revised December 1998.)
  • October 2022
  • Case

Volt Lines: Leading a B2B Service Provider through a Crisis (A)

By: Navid Mojir and Gamze Yucaoglu
Volt Lines was a next-generation transportation service in Istanbul, Turkey. The company was trying to disrupt the traditional corporate transportation market by developing software that allowed it to offer subscription-based transportation. Under the subscription... View Details
Keywords: Business To Business Marketing; B2B Marketing; B2B Pricing; Subscription Model; Crisis Marketing; Startup; Service Management; Information Technology; Transportation; COVID-19 Pandemic; Disruptive Innovation; Digital Platforms; Business Model; Price; Crisis Management; Opportunities; Transportation Industry; Technology Industry; Turkey
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Mojir, Navid, and Gamze Yucaoglu. "Volt Lines: Leading a B2B Service Provider through a Crisis (A)." Harvard Business School Case 523-037, October 2022.
  • 2007
  • Other Unpublished Work

Practice Segmentation in Professional Services

By: John J. Gabarro, Thomas J. DeLong and Robert Lees
Keywords: Service Operations; Segmentation; Service Industry
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Gabarro, John J., Thomas J. DeLong, and Robert Lees. "Practice Segmentation in Professional Services." January 2007.
  • 14 Sep 2015
  • Research & Ideas

Rewriting the Rules of Service Competition

Editor's Note: Harvard Business School professors James Heskett, W.  Earl Sasser, and Leonard A. Schlesinger literally wrote the book on service industry management with The Service Profit Chain. Now the... View Details
Keywords: by James Heskett, W. Earl Sasser & Leonard A. Schlesinger; Retail
  • Web

Delimiters - Research Computing Services

Database Best Practices Delimiters 5ms Word of Caution on Delimiters The field delimiter is the character which splits data or text into separate fields. A field is a column within your database. As an example, we may have the dataset below: Column_1 Column_2 Column_3... View Details
  • Web

News - Research Computing Services

News News HBSGrid Maintenance 7/7 02 JUL 2025 Our next maintenance is scheduled for Monday, July 7, 8 am–12 pm ET . ... Read more Our next maintenance is scheduled for Monday, July 7, 8 am–12 pm ET . Access to login nodes, interactive/NoMachine sessions, and Globus... View Details
  • Article

Market Heterogeneity and Local Capacity Decisions in Services

By: Dennis Campbell and Frances X. Frei
We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in... View Details
Keywords: Customer Satisfaction; Cost; Standards; Service Delivery; Service Operations; Performance Capacity; Performance Productivity; Financial Services Industry; United States
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Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)
  • 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
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Garvin, David A., and Lynne Levesque. "Strategic Planning at United Parcel Service." Harvard Business School Case 306-002, November 2005. (Revised June 2006.)
  • 02 Nov 2015
  • News

The Secret Sauce of the Service Sector

  • September 2000
  • Background Note

Professional Services Module Five: Serving Clients Effectively

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. View Details
Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy
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DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
  • 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
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Chesbrough, Henry W., and Yoshinori Fujikawa. "Fsas: Fujitsu Support and Service Inc." Harvard Business School Case 601-003, August 2000. (Revised June 2001.)
  • October 2002 (Revised April 2007)
  • Case

Dell Computers (A): Field Service for Corporate Clients

By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
Keywords: Information Infrastructure; Customer Relationship Management; Job Cuts and Outsourcing; Service Operations; Business or Company Management; Emerging Markets; Problems and Challenges; Service Delivery; Computer Industry; United States
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Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
  • 2013
  • Article

How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality

By: Alvin J. Silk and Charles King III
We analyze changes in concentration levels in the U.S. Advertising and Marketing Services industry using data from the U.S. Census Bureau's quinquennial Economic Census and the Service Annual Survey. These data, heretofore largely ignored, allow us to redress some of... View Details
Keywords: Concentration Levels; Data; U.S. Census Bureau’s Quinquennial Economic Census And The Service Annual Survey; Measurement Problems; Herfindahl-Hirschman Index; Concentration Ratios; Advertising; Advertising Industry; North and Central America
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Silk, Alvin J., and Charles King III. "How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality." Journal of Current Issues & Research in Advertising 34, no. 1 (2013): 166–193.
  • April 2006 (Revised April 2008)
  • Course Overview Note

Managing Service Operations: Understanding the Customer Operating Role

By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
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Frei, Frances X. "Managing Service Operations: Understanding the Customer Operating Role." Harvard Business School Course Overview Note 606-092, April 2006. (Revised April 2008.)​
  • Web

Online Requests - Research Computing Services

Help Online Requests 2ms RCS Research Computing Environment Help Request Form Please use this form for questions, to request assistance, or to report a problem with the HBS Research Computing Environment. This could include issues with your account, the login process,... View Details
  • Web

Logging In - Research Computing Services

Compute Cluster Logging In 8ms Follow our instructions to connect to the HBSGrid via a GUI or Terminal. Connection Requirements On-HBS-Campus TEST TEST To connect to the HBSGrid from on-campus, you must be connected to the HBS Network via either a wired ethernet... View Details
  • February 2001 (Revised February 2018)
  • Case

The iPremier Company (A): Distributed Denial of Service Attack

By: Robert D. Austin, Larry Leibrock and Alan Murray
Describes a new CIO trying to manage a denial of service (DOS) attack against his e-retailing business. The attack and its aftermath provide students an opportunity to discuss the business issues that are interwoven with computer security issues. View Details
Keywords: Safety; Internet and the Web; Applications and Software; Retail Industry
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Austin, Robert D., Larry Leibrock, and Alan Murray. "The iPremier Company (A): Distributed Denial of Service Attack." Harvard Business School Case 601-114, February 2001. (Revised February 2018.)
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