Publications

Web

Rclone - Research Computing Services

Software Tools Rclone 2ms About rclone Many people use a web browser to transfer files between local and cloud storage. In comparison, Rclone is a robust command-line utility for synchronizing and transferring files to and from cloud storage. The command-line... View Details

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Other Unpublished Work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

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Other Unpublished Work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

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

December 1998 (Revised December 1999)
Case

Morgan Stanley Dean Witter Private Client Services

By: Thomas J. DeLong, David M. Darst, Ann K Rusher and Catherine M. Conneely

The 1997 merger of retail giant Dean Witter and investment bank Morgan Stanley was a year old when Bob Sculthorpe was appointed director of Private Client Services (PCS) at Morgan Stanley Dean Witter (MSDW). The firm was still operating under two separate broker-dealer... View Details

Keywords: Mergers and Acquisitions; Business Divisions; Investment Banking; Brands and Branding; Salesforce Management; Competitive Strategy; Retail Industry

April 2017 (Revised February 2020)
Case

edaixi (eWash): Digital Transformation of Laundry Services (A)

By: Feng Zhu, Weiru Chen, Chuang Chen and Ciwu Lin

Founded in 2013 as a laundry service featuring online ordering for home pickup and delivery, China’s edaixi (eWash) illustrated the online-to-offline (O2O) business model. As yet unclear in 2016 was the optimal way to organize third-party laundry service providers,... View Details

Keywords: Laundry; O2O; Online-to-offline; Business Model; Service Operations; Ownership Type; Digital Platforms; Transformation; China

16 Feb 2010
Research & Ideas

The Outside-In Approach to Customer Service

must be more profound and open-ended, with an intent not only to discover how your customers engage with your products or services but also to understand some of the broader parameters of the constraints they are facing in their own... View Details

Keywords: by Sarah Jane Gilbert; Consumer Products

1999
Chapter

Frequency Programs in Service Industries

By: J. A. Deighton

Keywords: Customer Focus and Relationships; Consumer Behavior; Service Industry

fall 1991
Article

Beefing-up Operations in Service Firms

By: R. H. Hayes and R. B. Chase

Keywords: Operations; Business Ventures; Service Industry

Find at Harvard

Web

Online Requests - Research Computing Services

Help Online Requests 3ms RCS Research Computing Environment Help Request Form Please use this form for questions, to request assistance, or to report a problem with the HBS Research Computing Environment. This could include issues with your account, the login process,... View Details

February 2001 (Revised February 2018)
Case

The iPremier Company (A): Distributed Denial of Service Attack

By: Robert D. Austin, Larry Leibrock and Alan Murray

Describes a new CIO trying to manage a denial of service (DOS) attack against his e-retailing business. The attack and its aftermath provide students an opportunity to discuss the business issues that are interwoven with computer security issues. View Details

Keywords: Safety; Internet and the Web; Applications and Software; Retail Industry

April 2008
Teaching Note

New Service Design Exercise (TN)

By: Frances X. Frei

Teaching Note for [605053]. View Details

Keywords: Service Operations; Design; Strategy; Product Positioning

01 Jun 2009
News

Career Services Steps Up Alumni Support

Last fall, as world economies began to tremble from the collapse of the financial sector, HBS Alumni Career Services enhanced its suite of career offerings for alumni. “We anticipated an increase in the demand for individual career... View Details

Keywords: Margie Kelley; Educational Support Services; Educational Support Services

Web

Logging In - Research Computing Services

Compute Cluster Logging In 32ms Follow our instructions to connect to the HBSGrid via a GUI or Terminal. Connection Requirements On-HBS-Campus TEST TEST To connect to the HBSGrid from on-campus, you must be connected to the HBS Network via either a wired ethernet... View Details

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

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