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  • All HBS Web  (11,686)
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  • All HBS Web  (11,686)
    • People  (51)
    • News  (3,439)
    • Research  (6,540)
    • Events  (24)
    • Multimedia  (86)
  • Faculty Publications  (5,059)
← Page 13 of 11,686 Results →
  • 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.)
  • 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.
  • 27 Apr 2023
  • Video

IFC Intro: GEO, Financial Aid, Registrar Services

  • Web

Case Services - Faculty & Research

Research Services Case Services 21ms Case Services is part of the Division of Research and Faculty Development (DRFD). The team offers a full complement of support View Details
  • 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  • Other Unpublished Work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.
  • 2009
  • Other Unpublished Work

Organizational Alignment in Professional Services

By: John J. Gabarro, Thomas J. DeLong and Robert Lees
Keywords: Service Operations; Alignment; Organizational Structure
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Gabarro, John J., Thomas J. DeLong, and Robert Lees. "Organizational Alignment in Professional Services." January 2009.
  • 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.
  • Web

About Us - Research Computing Services

About Us Research Computing Services (RCS) is a centralized service that supports HBS faculty research with a staff of statisticians, data scientists, and experts in research computing. Read more about our... View Details
  • September 2018
  • Case

ProdEng: Services for Oil & Gas Extraction

By: Frank V. Cespedes, Maria Fernanda Miguel and Mariana Cal
ProdEng is a venture created as part of a PE fund and provides oil field services in Argentina. In 2016, an industry-wide unforeseen oil and gas demand slump drove ProdEng’s average service rates down by more than 37%, with EBITDA margins falling from 50% to 24% in the... View Details
Keywords: Pricing; Entrepreneurship; Sales; Marketing; Price; Strategy; Latin America; Argentina
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Cespedes, Frank V., Maria Fernanda Miguel, and Mariana Cal. "ProdEng: Services for Oil & Gas Extraction." Harvard Business School Case 819-003, September 2018.
  • Web

MBA Registrar Services | MBA

MBA Registrar Services MBA Registrar Services supports delivery of key elements in the MBA Program including curriculum coordination, support for cross-registration, academic records maintenance for current... View Details
  • 01 Apr 1998
  • News

Gardella Joins Alumni Career Services

Robert S. ("Bob") Gardella cheerfully admits that he found his position as assistant director of Alumni Career Services (ACS) in the most unlikely way: through an ad in the newspaper. Now his job is to help give HBS alumni the skills and... View Details
Keywords: Caroline Chauncey
  • 1999
  • Chapter

Frequency Programs in Service Industries

By: J. A. Deighton
Keywords: Customer Focus and Relationships; Consumer Behavior; Service Industry
Citation
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Deighton, J. A. "Frequency Programs in Service Industries." Chap. 24 in Handbook of Services Marketing and Management, edited by Dawn Iacobucci and Teresa A. Swartz, 401–407. Thousand Oaks, CA: Sage Publications, 1999.
  • 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.
  • Web

Eligibility - Research Computing Services

Usage and Policies Eligibility 4ms Except where noted in our terms of service and policy documentation, an active appointment or enrollment with Harvard Business School, or sponsorship by someone with an active appointment, is required... View Details
  • 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.
  • October 2004 (Revised February 2006)
  • Case

Staffing in Professional Service Firms

By: Ashish Nanda
This case discusses the problem of balancing demand and supply of professionals over time using a fictional scenario. View Details
Keywords: Selection and Staffing; Service Industry
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Nanda, Ashish, Kelley Elizabeth Morrell, and Lauren Prusiner. "Staffing in Professional Service Firms." Harvard Business School Case 905-026, October 2004. (Revised February 2006.)
  • 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.)
  • 1997
  • Chapter

Frontiers of Online Financial Services

By: R. Kalakota and F. Frei
Keywords: Internet and the Web; Finance; Financial Services Industry; Financial Services Industry
Citation
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Kalakota, R., and F. Frei. "Frontiers of Online Financial Services." Chap. 2 in Banking and Finance on the Internet, edited by M. Cronin, 19–74. New York: Van Nostrand Reinhold, 1997.
  • Research Summary

Using IT to Leverage Human Resources in Services

Discussion of the Internet and IT to date concentrates on how they will replace, rather than support, human service providers. While this approach is appropriate for a few firms, it is inadequate for many. The Internet and other information technology... View Details

  • Web

Research Services - Faculty & Research

Research Services 1ms Harvard Business School (HBS) provides unparalleled faculty support to facilitate the creation of enduring knowledge that shapes both business practice and pedagogy. HBS is distinct in that it funds almost all its... View Details
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