service industry - Publications - Faculty & Research

12 Nov 2015
Working Paper Summaries

Social Networks, Ethnicity, and Entrepreneurship

Keywords: by William R. Kerr & Martin Mandorff; Service; Service; Service; Service

March 2003
Teaching Note

Bank of America (A) and (B) TN

By: Stefan H. Thomke

Teaching Note for (9-603-022) and (9-603-023). View Details

Keywords: Service Operations; Banking Industry

Citation

Purchase

01 Sep 2003
News

Globalization Revisited

Levitt predicted pervasive standardization, Ghemawat’s paper, “Global Product Standardization? A Case Study and a Model,” shows current reality to be otherwise. Ghemawat has found that a number of industries that seem ripe for strategies... View Details

Keywords: Garry Emmons; Educational Services; Educational Services

May 2001
Supplement

Asian Strategies: Ian Buchanan

By: Tarun Khanna

Ian Buchanan, senior VP of Booz-Allen & Hamilton, comments on Sime Darby and the Asian financial crisis. He also discusses the value propositions of different types of business groups in Malaysia. View Details

Keywords: Financial Crisis; Growth and Development Strategy; Industry Structures; Strategy; Competition; Competitive Strategy; Consulting Industry; Consulting Industry; Asia; Malaysia

Citation

Purchase

2010
Working Paper

Specialization and Variety in Repetitive Tasks: Evidence from a Japanese Bank

By: Bradley R. Staats and Francesca Gino

Sustaining operational productivity in the completion of repetitive tasks is critical to many organizations' success. Yet research points to two different work-design related strategies for accomplishing this goal: specialization to capture the benefits of repetition... View Details

Keywords: Employees; Working Conditions; Service Delivery; Performance Productivity; Financial Services Industry; Japan

Citation

Read Now

01 Mar 2011
News

Cyberposium 16

The company wasn’t running on fumes, the fumes were gone,” said Pandora CEO Joe Kennedy (MBA ’85), describing his first desperate days at the firm that has now become a wildly successful online personalized radio service with 65 million... View Details

Keywords: Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services

01 Jun 2017
News

Ask the Expert: On the Fly

always been intriguing to me,” says Carty, which explains his five decades in the field—starting at Air Canada, moving on to American Airlines (where he served as chairman and CEO), and including board stints with Porter Airlines, Virgin America, and Hawaiian Airlines.... View Details

Keywords: Julia Hanna

August 2005 (Revised December 2006)
Case

Procter & Gamble: Electronic Data Capture and Clinical Trial Management

By: Robert S. Huckman and Mark J. Cotteleer

Considers whether the management of Procter & Gamble (P&G) Pharmaceuticals should adopt Web-based electronic data capture (EDC) as the default standard for the management of its clinical drug trials. Provides a detailed description of the existing paper-based process... View Details

Keywords: Health Testing and Trials; Internet and the Web; Information Technology; Adoption; Business Processes; Industry Structures; Technological Innovation; Service Operations; Pharmaceutical Industry; United States

Citation

Educators

Purchase

September 2000 (Revised October 2002)
Case

National Logistics Management

By: Lynda M. Applegate, Mary Rotelli and Kristin Kohler

National Logistics Management (NLM), a third-party logistics company, is a successful, profitable business that provides a more cost-effective and efficient means to expedite premium freight. With the logistics landscape changing, NLM's market niche is threatened. Can... View Details

Keywords: Entrepreneurship; Business Strategy; Competitive Strategy; Growth and Development Strategy; Business or Company Management; Logistics; Industry Structures; Planning; Service Industry

Citation

Educators

Purchase

01 Mar 2011
News

Making Their Way

Chirchirillo, “It’s a game-changer. Now we can go from print-to-part faster than anyone in the world.” The coin of the realm: The intricate patterns of metal stampings form the innards of component parts for a variety of manufactured products in a range of View Details

Keywords: Garry Emmons; Electrical Equipment, Appliance, and Component Manufacturing; Manufacturing; Fabricated Metal Product Manufacturing; Manufacturing; Rail Transportation; Transportation

01 Jun 2015
News

The Military and the MBA: Maura Corby Sullivan (MBA/MPA 2009)

counselor in Evanston, Illinois, suggested I apply for a ROTC scholarship, I thought she was crazy. I was raised with the ideal of service to others, but I was a woman. I had blond hair. I lived in the suburbs. I was also a three-sport... View Details

Keywords: National Security and International Affairs; Government

June 2009
Teaching Note

Online Restaurant Promotions

By: Benjamin Edelman

Teaching Note for [909034]. View Details

Keywords: Service Operations; Customer Satisfaction; Entertainment; Networks; Price; Corporate Strategy; Technology; Service Industry

Citation

Purchase

01 Mar 2009
News

Your Taxi Is Waiting

was witnessing the inaugural flight of Blink, a European air-taxi service they had first conceived of while students at the School. The scene didn’t offer much drama — just another small plane taking off from the thousands of regional... View Details

Keywords: Julia Hanna; Air Transportation; Transportation

Career Coach

Mark Hardie

earlier led new product innovation at Agero Inc., an automotive industry service provider. At Ipsos, Mark drove smartphone-based service innovation in the Futures Group. For... View Details

Keywords: Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All)

1999
Chapter

The Global Financial System Project

By: Robert C. Merton and Peter Tufano

Keywords: International Finance; Globalized Markets and Industries; Projects; Banking Industry; Banking Industry

Citation

Read Now

March 2009
Teaching Note

elBulli: The Taste of Innovation (TN)

By: Michael I. Norton, Julian Villanueva and Luc Wathieu

Teaching Note for [509015]. View Details

Keywords: Innovation and Invention; Growth and Development; Success; Service Delivery; Service Industry

Citation

Purchase

December 2003
Teaching Note

Capital One Financial Corporation (TN)

By: Bharat N. Anand and Michael G. Rukstad

Teaching Note to (9-700-124). View Details

Keywords: Customization and Personalization; Industry Structures; Internet and the Web; Competitive Strategy; Information Management; Financial Services Industry

Citation

Purchase

February 2003 (Revised May 2008)
Case

AFP Provida

By: Michael E. Porter, Arturo L. Condo and Andrea Prado

Describes the evolution of AFP Provida, one of the early entrants into the Chilean pension fund system established in 1981. By 1999, AFP Provida was not only the largest pension fund administrator in Chile, but also the largest in Latin America in terms of number of... View Details

Keywords: Developing Countries and Economies; Globalized Firms and Management; Industry Clusters; Competitive Advantage; Expansion; Financial Services Industry; Chile

Citation

Educators

Purchase

17 Apr 2017
HBS Case

This Turkish Debt Collector Is Customer-friendly

Debt collectors aren’t perceived as providing great service to debtors.Source: BrianAJackson On the list of industries known for great customer service, debt collection is far from the top—and may not even... View Details

Keywords: by Michael Blanding; Financial Services