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(7,042)
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- Faculty Publications (4,375)
Show Results For
- All HBS Web
(7,042)
- People (20)
- News (999)
- Research (5,315)
- Events (2)
- Multimedia (6)
- Faculty Publications (4,375)
- fall 1991
- Article
Beefing-up Operations in Service Firms
By: R. H. Hayes and R. B. Chase
Hayes, R. H., and R. B. Chase. "Beefing-up Operations in Service Firms." MIT Sloan Management Review 33, no. 1 (fall 1991): 15–26.
- 06 Apr 2021
- News
Disrupting the Waste Management Industry with Technology
- 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
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 2000 (Revised October 2002)
- Background Note
Career Strategies and Tactics in Professional Service Firms
By: Ashish Nanda, Thomas J. DeLong and Scot H. Landry
Presents suggestions for ensuring a good start in a professional services career. View Details
Keywords: Personal Development and Career; Performance Expectations; Performance Effectiveness; Customization and Personalization; Practice; Valuation; Performance Evaluation; Business Startups; Competency and Skills; Learning; Talent and Talent Management; Management Skills; Consulting Industry
Nanda, Ashish, Thomas J. DeLong, and Scot H. Landry. "Career Strategies and Tactics in Professional Service Firms." Harvard Business School Background Note 800-375, April 2000. (Revised October 2002.)
- September 2016
- Supplement
Financial Services at Falabella (B)
By: C. Fritz Foley and Agustin M. Hurtado
Supplements the (A) case and provides an update describing choices Falabella made. View Details
Keywords: Consumer Credit; Financial Management; Corporate Strategy; Credit; Financial Institutions; Financial Services Industry
Foley, C. Fritz, and Agustin M. Hurtado. "Financial Services at Falabella (B)." Harvard Business School Supplement 217-017, September 2016.
- 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
- 2008
- Other Unpublished Work
Competition among Sponsored Search Services
By: Benjamin Edelman
Edelman, Benjamin. "Competition among Sponsored Search Services." U.S. House of Representatives, Committee on the Judiciary, Task Force on Competition Policy and Antitrust Laws, 2008. (Hearing cancelled.) (Reprinted in Working Knowledge: Google-Yahoo Ad Deal is Bad for Online Advertising.)
- June 1995
- Teaching Note
Prodigy Services Companies Series TN
By: Lynn S. Paine
Teaching Note for (9-393-126), (9-395-129), (9-393-127), and (9-393-128). View Details
Keywords: Information Technology Industry
- 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
Heskett, James L. "Patient Transfusion Services Lab of Central Blood Bank." Harvard Business School Case 693-091, May 1993.
- February 2003
- Teaching Note
Mobile Energy Services Company (TN)
By: Benjamin C. Esty and Aldo Sesia
Teaching Note for (9-203-061). View Details
- January 2003 (Revised March 2005)
- Case
Planning in Professional Service Firms
By: Ashish Nanda
In this case, four consultants discuss business planning issues that they are each having within their respective consulting firms. The case addresses how professional compensation, project staffing, hours worked, overhead costs, and billing rates impact profitability. View Details
Nanda, Ashish, and Kelley Elizabeth Morrell. "Planning in Professional Service Firms." Harvard Business School Case 903-085, January 2003. (Revised March 2005.)
- April 2003
- Case
IBM Canada: Global Services (B)
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
Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (B)." Harvard Business School Case 403-078, April 2003.
- 25 Mar 2011
- Working Paper Summaries
How Do Incumbents Fare in the Face of Increased Service Competition?
- April 2004 (Revised June 2004)
- Teaching Note
Starbucks: Delivering Customer Service (TN)
By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016). View Details
- 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
- 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
- 2014
- Article
Notes from the Search for Deep Indicators in Services
By: James L. Heskett
Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details
Heskett, James L. "Notes from the Search for Deep Indicators in Services." Journal of Service Management 25, no. 3 (2014): 298–309.
- 2007
- Other Unpublished Work
Professional Service Firms: A Breed Apart
By: John J. Gabarro, Thomas J. DeLong and Robert Lees
- 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
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.
- 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
Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (C)." Harvard Business School Case 403-079, April 2003.