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  • All HBS Web  (4,686)
    • People  (13)
    • News  (1,429)
    • Research  (2,710)
    • Events  (9)
    • Multimedia  (7)
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Show Results For

  • All HBS Web  (4,686)
    • People  (13)
    • News  (1,429)
    • Research  (2,710)
    • Events  (9)
    • Multimedia  (7)
  • Faculty Publications  (1,733)
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  • March 2002
  • Background Note

Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce

Illustrates how various elements in a customer's encounter with Internet services relying on physical service (labor-intensive customer support and/or logistics) affect one another. Presents a framework that suggests: 1) that improving service quality in specific... View Details
Keywords: Internet and the Web; Service Delivery; Performance Efficiency; Performance Effectiveness; Service Industry
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Hallowell, Roger H. "Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce." Harvard Business School Background Note 802-155, March 2002.
  • April 2008
  • Teaching Note

New Service Design Exercise (TN)

By: Frances X. Frei
Teaching Note for [605053]. View Details
Keywords: Service Operations; Design; Strategy; Product Positioning
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Frei, Frances X. "New Service Design Exercise (TN)." Harvard Business School Teaching Note 608-132, April 2008.
  • February 2016 (Revised September 2017)
  • Case

Scaling Well by Doing Good: Motivating Talent at b.good

By: Francesca Gino, Paul Green Jr. and Bradley Staats
Boston-based fast-casual chain b.good was founded on the idea of healthy food, sourced locally, and prepared in-store. The founders had built a value-based business and worked hard to cultivate a sense of family—among employees, customers, and suppliers. In 2015, they... View Details
Keywords: Motivation; Values; Corporate Culture; Growth Strategy; Motivation and Incentives; Values and Beliefs; Growth Management; Organizational Culture; Growth and Development Strategy; Service Industry; Service Industry; New England
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Gino, Francesca, Paul Green Jr., and Bradley Staats. "Scaling Well by Doing Good: Motivating Talent at b.good." Harvard Business School Case 916-031, February 2016. (Revised September 2017.)
  • 02 Mar 2015
  • Research & Ideas

‘Retail Revolution’ Excerpt: The Scale of the Ecommerce Threat

book excerpt The Scale Of The Threat From Retail Revolution: Will Your Brick-and-Mortar Store Survive? By Rajiv Lal, José B. Alvarez and Dan Greenberg After years against the ropes, many retailers are fighting out of the corner:... View Details
Keywords: Re: Rajiv Lal; Retail
  • Web

Compute Cluster - Research Computing Services

Compute Cluster and Data Storage Compute Cluster and Data Storage Compute Cluster 2ms Running Jobs Comprehensive guide to running programs and scripts on the HBSGrid, including how to choose your resources, monitor and troubleshoot your jobs, and View Details
  • March 1991 (Revised May 1991)
  • Case

Charles Schwab: Financial Advisors Service

By: Steven C. Wheelwright
Keywords: Product Development; Innovation and Invention; Financial Services Industry
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Wheelwright, Steven C. "Charles Schwab: Financial Advisors Service." Harvard Business School Case 691-072, March 1991. (Revised May 1991.)
  • Web

SAS/CONNECT - Research Computing Services

PC SAS version 9.3 or 9.4 to connect to SAS 9.2 on the server): Compute Services (CS) Remote Library Services (RLS) Give user access to all of the computing resources on the remote host. Give user access to... View Details
  • Web

Running Jobs - Research Computing Services

analyses broken into smaller parts (pleasantly parallelizing). This can be done through the command line or via the Program Application Center. Scripts written for graphical applications like MATLAB, Stata, and SAS, can be run in this manner and View Details
  • May 1993
  • Case

Patient Transfusion Services Lab of Central Blood Bank

By: James L. Heskett
The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services. View Details
Keywords: Health Care and Treatment; Quality; Service Operations; Mathematical Methods; Customer Satisfaction; Health Industry
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Heskett, James L. "Patient Transfusion Services Lab of Central Blood Bank." Harvard Business School Case 693-091, May 1993.
  • Spring 2014
  • Article

What Impact? A Framework for Measuring the Scale & Scope of Social Performance

By: Alnoor Ebrahim and V. Kasturi Rangan
Organizations with social missions, such as nonprofits and social enterprises, are under growing pressure to demonstrate their impacts on pressing societal problems such as global poverty. This article draws on several cases to build a performance assessment framework... View Details
Keywords: Nonprofit Organizations; Performance Evaluation
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Ebrahim, Alnoor, and V. Kasturi Rangan. "What Impact? A Framework for Measuring the Scale & Scope of Social Performance." California Management Review 56, no. 3 (Spring 2014): 118–141.
  • December 2014 (Revised February 2020)
  • Case

Compass Group: The Ascension Health Decision

By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Strategy; Customer Focus and Relationships; Service Industry; Service Industry; United States
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Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Case 615-026, December 2014. (Revised February 2020.)
  • 02 Feb 2015
  • Working Paper Summaries

Mobile Money: The Effect of Service Quality and Competition on Demand

Keywords: by Karthik Balasubramanian & David F. Drake; Banking
  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

your biggest buckets of cost and rethinking those strategically in ways that give your customers something they value," notes Frei, the UPS Foundation Professor of Service Management at Harvard Business School. Morriss (HBS MBA '04),... View Details
Keywords: by Deborah Blagg; Service
  • May 2021
  • Supplement

Hello Alfred: Come Home Happy — Operating the Business Model Exercise, Instructor Version

By: Joseph B. Fuller and Christopher Payton
On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built... View Details
Keywords: Growth and Development Strategy; Internet and the Web; Business Startups; Service Operations; Mobile and Wireless Technology; Service Industry; New York (city, NY); Boston
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Fuller, Joseph B., and Christopher Payton. "Hello Alfred: Come Home Happy — Operating the Business Model Exercise, Instructor Version." Harvard Business School Spreadsheet Supplement 321-707, May 2021.
  • Web

Research Staff Services - Faculty & Research

Research Services Research Staff Services 2ms As part of the Division of Research and Faculty Development (DRFD), Research Staff Services (RSS) provides research support... View Details
  • 13 Aug 2021
  • Blog Post

Exploring Racial Justice with the Scaling Minority Businesses Course

Nimisha Ganesh is a Class of 2021 MBA graduate from Harvard Business School and the Co-Founder & Chief Operating Officer of GenUnity, a civic leadership startup. Prior to HBS, she worked at Goldman Sachs and Kitamba, a U.S.-based... View Details
  • 1993
  • Chapter

Operation and Regulation in Financial Intermediation: A Functional Perspective

By: Robert C. Merton
Keywords: Financial Markets; Operations; Governing Rules, Regulations, and Reforms; Government and Politics; Financial Services Industry
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Merton, Robert C. "Operation and Regulation in Financial Intermediation: A Functional Perspective." In Operation and Regulation of Financial Markets, edited by P. Englund. Stockholm: Ekonomiska rådet (Sweden), 1993.
  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
  • February 1996 (Revised June 1996)
  • Supplement

Indianapolis: Activity-Based Costing of City Services (B)

By: Robert S. Kaplan
Supplements the (A) case. View Details
Keywords: City; Service Operations; Infrastructure; Service Industry; Indiana
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Kaplan, Robert S. "Indianapolis: Activity-Based Costing of City Services (B)." Harvard Business School Supplement 196-117, February 1996. (Revised June 1996.)
  • June 2018 (Revised February 2019)
  • Case

Babcom: Opening Doors

By: Ryan W. Buell, Joshua D. Margolis and Margot Eiran
Keywords: Leadership; Service Operations; Customer Service; Talent Management; Human Resources; Growth; Middle East
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Buell, Ryan W., Joshua D. Margolis, and Margot Eiran. "Babcom: Opening Doors." Harvard Business School Case 418-026, June 2018. (Revised February 2019.)
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