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  • All HBS Web  (7,032)
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  • June 2013
  • Case

Multiasistencia: Redefining the Relationship with Its Service Professionals

By: F. Asis Martinez-Jerez, Maria Garcia Perez and Katherine M. Miller
Multiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service professionals from a referral model to a guaranteed workload one. View Details
Keywords: Outsourcing; Incentives; Relational Contracts; Business Model; Motivation and Incentives; Job Cuts and Outsourcing; Contracts; Insurance Industry; Spain
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Martinez-Jerez, F. Asis, Maria Garcia Perez, and Katherine M. Miller. "Multiasistencia: Redefining the Relationship with Its Service Professionals." Harvard Business School Case 113-143, June 2013.
  • August 2013
  • Teaching Note

Multiasistencia: Redefining the Relationship with Its Service Professionals

By: F. Asis Martinez-Jerez
Multiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service profesionals from a referral model to a guaranteed workload one. View Details
Keywords: Outsourcing; Incentives; Relational Contracts; Business Model; Motivation and Incentives; Job Cuts and Outsourcing; Contracts; Insurance Industry; Spain
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Martinez-Jerez, F. Asis. "Multiasistencia: Redefining the Relationship with Its Service Professionals." Harvard Business School Teaching Note 114-010, August 2013.
  • fall 1991
  • Article

Beefing-up Operations in Service Firms

By: R. H. Hayes and R. B. Chase
Keywords: Operations; Business Ventures; Service Industry
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Hayes, R. H., and R. B. Chase. "Beefing-up Operations in Service Firms." MIT Sloan Management Review 33, no. 1 (fall 1991): 15–26.
  • January 2004 (Revised May 2006)
  • Case

Yamato Transport: Valuing and Pricing Network Services (A)

By: Felix Oberholzer-Gee, Tarun Khanna and Masako Egawa
Yamato Transport is the leading Japanese parcel delivery company and has dominated its industry for more than two decades. In response to new competitive challenges, Yamato must decide how to reposition itself in the industry and optimize the size of its network. The... View Details
Keywords: Value Creation; Competition; Transportation Networks; Monopoly; Shipping Industry; Japan
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Oberholzer-Gee, Felix, Tarun Khanna, and Masako Egawa. "Yamato Transport: Valuing and Pricing Network Services (A)." Harvard Business School Case 704-475, January 2004. (Revised May 2006.)
  • April 18, 2023
  • Article

The Rebirth of Software as a Service

By: Frank V. Cespedes and Jacco van der Kooij
Traditional sales models focus on customer acquisition and the “funnel” or “pipeline” metrics that dominate talk about sales. But this approach falls short when applied to a recurring revenue business, where the customer life cycle looks more like a bowtie, not a... View Details
Keywords: Customers; Sales; Technology Industry
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Cespedes, Frank V., and Jacco van der Kooij. "The Rebirth of Software as a Service." Harvard Business Review (website) (April 18, 2023).
  • February 2003 (Revised April 2003)
  • Background Note

Note on Staffing in Professional Service Firms

By: Ashish Nanda
This case discusses the problem of balancing demand and supply of professionals within a professional services firm (PSF). It emphasizes how human resources management policies impact supply conditions and how market opportunities determine demand conditions. The case... View Details
Keywords: Demand and Consumers; Balance and Stability; Supply and Industry; Employees; Service Industry
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Nanda, Ashish. "Note on Staffing in Professional Service Firms." Harvard Business School Background Note 903-110, February 2003. (Revised April 2003.)
  • Research Summary

Recent Strategies in the U.S. Grocery Industry

By: Rajiv Lal
Rajiv Lal's work comparing the benefits of EDLP and Hi-Lo strategies in the grocery industry indicates that while EDLP grocery retailers may not be able to benefit from traditional costs savings associated with this strategy, these retailers still benefit from the use... View Details
  • March 2013 (Revised October 2013)
  • Supplement

Integrated Services at Jones Lang LaSalle (2005) (B)

By: Ranjay Gulati and Luciana Silvestri
This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2001 and 2005. Faced with the need to deliver integrated services to corporate clients in 2001, JLL created Corporate Solutions, a group that aimed to draw... View Details
Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America
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Gulati, Ranjay, and Luciana Silvestri. "Integrated Services at Jones Lang LaSalle (2005) (B)." Harvard Business School Supplement 113-115, March 2013. (Revised October 2013.)
  • 2024
  • Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
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Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "The Operational Impact of Customer Location in On-Demand Services." Working Paper, September 2024.
  • 2000
  • Chapter

Service Markets and the Internet

By: J. A. Deighton
Keywords: Internet and the Web; Service Operations; Market Design
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Deighton, J. A. "Service Markets and the Internet." In Services Marketing: People, Technology, Strategy, edited by Christopher Lovelock. Upper Saddle River, NJ: Prentice Hall, 2000.
  • February 2003
  • Teaching Note

Mobile Energy Services Company (TN)

By: Benjamin C. Esty and Aldo Sesia
Teaching Note for (9-203-061). View Details
Keywords: Energy Industry; Alabama
Citation
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Esty, Benjamin C., and Aldo Sesia. "Mobile Energy Services Company (TN)." Harvard Business School Teaching Note 203-062, February 2003.
  • Web

IT Strategy: The Future of the Web at HBS | Information Technology

using an outdated, highly customized platform. Web publishing often requires coding skills, and as a result, many web content update requests go through IT Web View Details
  • 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
  • Web

Contact Us - Research Computing Services

Web Conference Link: https://hbs.zoom.us/j/479352769?pwd=LzZ4QVZXUDRXenY0bytEaFEvUFdtZz09 General Inquiries Research Computing Services Baker Library | Bloomberg Center B90 Boston, MA 02163 +1.617.495.6100... View Details
  • 25 Mar 2011
  • Working Paper Summaries

How Do Incumbents Fare in the Face of Increased Service Competition?

Keywords: by Ryan W. Buell, Dennis Campbell & Frances X. Frei; Banking
  • April 2003
  • Case

IBM Canada: Global Services (C)

By: Michael L. Tushman, David Kiron and Wendy Smith
Supplements the (A) case. View Details
Keywords: Leading Change; Technological Innovation; Organizational Change and Adaptation; Change Management; Management Teams; Information Technology; Organizational Structure; Information Technology Industry; Canada
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Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (C)." Harvard Business School Case 403-079, April 2003.
  • Article

What to Do When Industry Disruption Threatens Your Career

By: Boris Groysberg, Eric Lin and Whitney Johnson
This article discusses how to diagnose the risks that disruptive industry forces pose to individual careers and offers suggestions on how to mitigate such threats. Recommendations are based on analyses of individuals’ career histories in the professional services... View Details
Keywords: Disruption; Personal Development and Career; Strategy
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Groysberg, Boris, Eric Lin, and Whitney Johnson. "What to Do When Industry Disruption Threatens Your Career." MIT Sloan Management Review 60, no. 3 (Spring 2019): 57–65.
  • 01 Jun 2009
  • News

Career Services Steps Up Alumni Support

the Alumni Career Services Web site (www.alumni.hbs.edu/careers) as a “career home base” because it serves as a clearinghouse of resources. It features the Alumni Job Bank; free access to eBaker, an online... View Details
Keywords: Margie Kelley; Educational Support Services; Educational Support Services
  • Web

Training Materials - Research Computing Services

Training Training Materials 14ms Research Computing Services offers training on a wide range of topics. Whether you are looking to review a training workshop you attended or learn new skills at your own self-directed pace, take a look at... View Details
  • 2007
  • Other Unpublished Work

Professional Service Firms: A Breed Apart

By: John J. Gabarro, Thomas J. DeLong and Robert Lees
Keywords: Service Operations; Service Industry
Citation
Related
Gabarro, John J., Thomas J. DeLong, and Robert Lees. "Professional Service Firms: A Breed Apart." January 2007.
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