Service Quality Competition - Publications - Faculty & Research

01 Mar 2011
News

The Path to Economic Revival

article, “Restoring American Competitiveness,” which lays out their views in detail. Despite their dire analysis, Pisano and Shih remain cautiously optimistic that the United States can regain its competitive footing. When it comes to... View Details

Keywords: Roger Thompson; Manufacturing

14 Aug 2018
First Look

First Look at New Research and Ideas, August 14, 2018

in the modern economy. With so much riding on innovation, creativity, and spark, it is essential to attract and retain quality talent—but what good does this talent do if no one is able to speak their mind? The traditional culture of... View Details

Keywords: by Sean Silverthorne

13 Jul 2016
Blog Post

How To Hire A Millennial

millennials of the merits of their company; others pay lip service to their concerns by making superficial policy changes. Companies struggling to recruit millennials should consider GE’s example of bold action and completely rethink the... View Details

Keywords: All Industries

13 Aug 2024
Op-Ed

Can AI Save Physicians from Burnout?

procedure performed or patient seen, without explicit rewards for the quality of the services rendered. This model translates internally into an incentive system that prioritizes patient volume over patient... View Details

Keywords: by Susanna Gallani, Lidia Moura, and Katie Sonnefeldt; Health

June 2009 (Revised July 2010)
Case

Microfin

By: Michael Chu and Enrique Kramer

The case presents the management dilemmas of a new institution in an undeveloped microfinance market in Latin America. Supported by a globally recognized industry player, it is the result of the efforts of two fledgling local entrepreneurs with a business model they... View Details

Keywords: Business Model; Developing Countries and Economies; Social Entrepreneurship; Microfinance; Governing Rules, Regulations, and Reforms; Industry Structures; Competitive Strategy; Financial Services Industry; Latin America

Citation

Find at Harvard

14 Sep 2010
First Look

First Look: September 14, 2010

countries, but also especially within countries. Much of the poorer average management quality in countries like Brazil and India seems to result from a long tail of poorly managed firms, which barely exist in the United States. Some... View Details

Keywords: Sean Silverthorne

01 Jun 1997
News

Blockbuster Deals

those who were usually called 'raiders' in the eighties - entrepreneurs who were putting their own money and reputations on the line." Jensen believes that most current mergers undertaken to reduce excess capacity and combine related View Details

Keywords: Garry Emmons and Nancy O. Perry

02 Sep 2015
Research & Ideas

Explaining China's Crash

percent of all manufactured goods in the U.S. are outsourced, and not everything is outsourceable. Furthermore, wage inflation in China has dented its competitiveness and there are other location choices. So, the question is: How much... View Details

Keywords: by Christina Pazzanese; Financial Services

01 Sep 2008
News

The Levitt Brand

Shapiro visited Levitt to consult about a possible career path in manufacturing. “It was the second time I went to see him,” he recalls, “and Ted was visibly nervous. He said, ‘Your voice. Your voice has a pleading quality to it that is... View Details

Keywords: Julia Hanna; Educational Services; Educational Services

01 Oct 2000
News

Faculty Retirements

One of them, "Managing Our Way to Economic Decline," a 1980 piece coauthored with the late William Abernathy, became a classic for its warnings about the dangers of sacrificing long-term technological competitiveness in favor of... View Details

15 Oct 2008
First Look

First Look: October 15, 2008

Working PapersEconomic Factors Underlying the Unbundling of Advertising Agency Services Authors:Mohammad Arzaghi, Ernst R. Berndt, James C. Davis, and Alvin J. Silk Abstract This paper addresses a longstanding puzzle involving the... View Details

Keywords: Martha Lagace

March 2020
Case

Sizmek Chapter 11: Surviving Walled Gardens in Their Ad Tech Empire

By: Ayelet Israeli, Danilo Tauro and Sarah Gulick

This case provides a post-mortem of the advertising technology (adtech) company Sizmek. Sizmek grew via multiple acquisitions, with the vision of becoming an integrated adtech company that could leverage AI to buy digital media, while creating and serving display and... View Details

Keywords: Digital Marketing; Insolvency and Bankruptcy; Mergers and Acquisitions; Applications and Software; Internet and the Web; Competition; Marketing; Web Services Industry; Web Services Industry; United States; Europe

Citation

Educators

Purchase

02 Mar 2015
News

To Market, To Market

boosting the quality of life in close to 50 communities. In Nepal, Heifer’s guidance is bringing several villages out of economic distress. “We are 20 months into a new operation of goat farming there,” says Ferrari. “They’ve made $2.5... View Details

Keywords: Margie Kelley; Personal Services; Personal Services; Personal Services

09 Jun 2003
Research & Ideas

The Benefits of “Not Invented Here”

invests significant resources in software such as Java and Linux that IBM does not own in order to integrate many companies' products and services for IBM's customers. Intel invests significant resources in university research (which it... View Details

Keywords: by Sean Silverthorne

15 Feb 2000
Research & Ideas

Growing Pains: Prescriptions for U.S. Health Care

computer manufacturers to steel mills and retailing, he has discovered consistent patterns in the way technological innovation affects both companies and industries. Health care, he declares, is no exception. According to Christensen's research, View Details

Keywords: by Staff; Health

15 May 2007
First Look

First Look: May 15, 2007

Purchase this note: http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=907412 HDFC (A) Harvard Business School Case 301-093 The top management team at India's leading home finance company must decide how to deal with the emergence of intense View Details

Keywords: Martha Lagace

03 Oct 2024
Blog Post

Van den Ende Rozen

that the family dynamic of the brothers creates a playful, supportive, and competitive work environment as each brother is responsible for a different area of the business. We started our tour of the facility by walking into the warm,... View Details

Profile

Lara Hodgson

and lower their risk. We’re a service business. How has all this progressed? We spent the first 16 to 18 months in product development, filing patents and trademarks, putting the connections in place. Then we put the business model out... View Details

01 Aug 2001
News

Cleveland Global Alumni Conference a Sold-Out Success

Growth," followed four tracks of inquiry: managing innovation, information technology and competitive strategy, transforming the enterprise, and entrepreneurship. "Ours is an era of organizational experimentation," observed Professor Gary... View Details

Keywords: Hanna, Julia; Frank Batten (MBA '52); Educational Services; Educational Services

22 Feb 2022
News

Vision: Learning Curve

leveraging existing technology and infrastructure to enhance the quality of early childhood education for disadvantaged kids. And while the state-run preschools and primary schools that serve this population may suffer in comparison with... View Details

Keywords: Alexander Gelfand; education; entrepreneurship; startup; India; Educational Services

Publications