• 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

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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.)

• 19 Oct 2010
• Working Paper Summaries

The Impact of Supply Learning on Customer Demand: Model and Estimation Methodology

Keywords: by Nathan Craig, Nicole DeHoratius & Ananth Raman; Apparel & Accessories; Fashion

• Article

How to Shift from Selling Products to Selling Services

By: Doug J. Chung

Only a few years ago, most software companies sold seat licenses for their products, charging customers on the basis of head count. But today, software is typically provided using cloud-based software-as-a-service (SaaS) models that charge customers fees for... View Details

Keywords: SaaS Business Models; Sales; Management; Business Model; Salesforce Management; Applications and Software; Customer Relationship Management

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Chung, Doug J. "How to Shift from Selling Products to Selling Services." Harvard Business Review 99, no. 2 (March–April 2021): 48–52.

• 30 Sep 2002
• Research & Ideas

Use the Psychology of Pricing To Keep Customers Returning

Buyers are more apt to use a product right after they purchase it, a fact you need to ponder as you consider how to keep customers coming back for more. In this e-mail interview with HBS Working Knowledge's Manda Mahoney, Harvard Business... View Details

Keywords: by Manda Mahoney

• 2024
• Working Paper

Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details

Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication

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Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services." Working Paper, August 2024.

• Web

Scaling Work - Research Computing Services

necessary, as you control all the resources on that machine. However, on a compute cluster, you only control the resources that the scheduler has given you, and it has given you only the resources that you've requested, whether this is done explicitly via a View Details

• September 2016 (Revised July 2018)
• Case

United Airlines: More Out-and-Back Flying?

By: Ryan W. Buell, Willy Shih and Mike Toffel

This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and... View Details

Keywords: Service Excellence; Service Management; Service Quality; Service Quality Competition; Services; Airline Industry; Airlines; Operational Complexity; Operational Disruptions; Operational Effectiveness; Operations Improvement; Operations Management; Operations Strategy; Air Transportation; Operations; Service Operations; Service Delivery; Performance Effectiveness; Performance Improvement; Complexity; Air Transportation Industry; United States

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Buell, Ryan W., Willy Shih, and Mike Toffel. "United Airlines: More Out-and-Back Flying?" Harvard Business School Case 617-010, September 2016. (Revised July 2018.)

• Web

Managing Service Operations - Course Catalog

HBS Course Catalog Managing Service Operations Course Number 2120 Professor Ryan Buell Senior Lecturer Robert Markey Fall; Q1Q2; 3.0 credits 28 Sessions Paper/Project Service is the business of people... View Details

• 30 Mar 2003
• Research & Ideas

How Your Employees and Customers Drive a New Value Profit Chain

recognizes the involvement of sales, customer service, and field service personnel in this effort. It combines information obtained from the field along with that assembled at headquarters from other sources... View Details

Keywords: by Manda Mahoney

• 13 Jul 2016
• HBS Case

How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers

find first—the customer chicken or the service egg? “As a small company you cannot afford to focus on both with the same amount of effort. You may need to prioritize one side.” Preparing to teach a new... View Details

Keywords: by Michael Blanding; Service; Service; Service

• May 2016 (Revised September 2016)
• Case

Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean

By: Rajiv Lal and Gamze Yucaoglu

In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details

Keywords: Customer Experience; Customer Service; Hotel Industry; Emerging Market; Customer Focus; Leading Growth; Feedback Culture; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Hillside; HBC; Turkey; Vacation; Customer Relationship Management; Quality; Employee Relationship Management; Service Operations; Organizational Culture; Customer Satisfaction; Selection and Staffing; Service Delivery; Competitive Advantage; Emerging Markets; Growth and Development; Accommodations Industry; Entertainment and Recreation Industry; Turkey

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Lal, Rajiv, and Gamze Yucaoglu. "Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean." Harvard Business School Case 516-110, May 2016. (Revised September 2016.)

• May 2016
• Case

OPET: Precision Marketing in Uncertain Times

By: Rajiv Lal, Esel Çekin and Eren Kuzucu

During Timucin Guler’s decade at OPET, a prominent fuel distributor in Turkey, he transformed the definition of marketing in the company. Under Guler’s lead, OPET, once a local player in the downstream distribution market, became the second largest fuel distributor in... View Details

Keywords: Customer Satisfaction; Customer Service; Emerging Market; Focusing On Customers; Competition; Turkey; Loyalty Program; Marketing Strategy; Downstream Distribution; Customer Relationship Management; Energy Industry; Turkey

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Lal, Rajiv, Esel Çekin, and Eren Kuzucu. "OPET: Precision Marketing in Uncertain Times." Harvard Business School Case 516-087, May 2016.

• Web

Tools & Services | Information Technology

leaders who make a difference in the world. We ’ re here to help you identify and implement flexible and easy-to-use tools that empower you to teach, learn, and work more effectively every day. Browse our services to discover what you can... View Details

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Online Transforming Customer Experiences Course | HBS Online

Marketplace Sustainable Pricing The Cost, Market, and Value Lens Designing for Service Excellence Attribute Mapping Featured Exercises Create an attribute map for your organization Build a journey map for a... View Details