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  • All HBS Web  (7,057)
    • People  (20)
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← Page 14 of 7,057 Results →
  • 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
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Paine, Lynn S. "Prodigy Services Companies Series TN." Harvard Business School Teaching Note 395-209, June 1995.
  • 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
Keywords: Service Delivery; Organizational Culture; Performance; Service Industry
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Heskett, James L. "Notes from the Search for Deep Indicators in Services." Journal of Service Management 25, no. 3 (2014): 298–309.
  • 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
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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.
  • October 2011
  • Case

Raleigh & Rosse: Measures to Motivate Exceptional Service

By: Robert Simons and Michael Mahoney
In January 2010, U.S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the class action lawsuit is the famous Raleigh & Rosse performance measurement system previously thought to be the core of... View Details
Keywords: Control Systems; Performance Measurement; Goal Setting; Compensation; Incentives; Motivation; Sales Compensation; Motivation and Incentives; Goals and Objectives; Growth Management; Lawsuits and Litigation; Organizational Culture; Management Systems; Customer Focus and Relationships; Employees; Performance Evaluation; Compensation and Benefits; Retail Industry; United States
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Simons, Robert, and Michael Mahoney. "Raleigh & Rosse: Measures to Motivate Exceptional Service." Harvard Business School Brief Case 114-353, October 2011.
  • November 2023
  • Case

Riiid: Scaling AI Educational Services Globally

By: John Jong-Hyun Kim, Nancy Dai and Ruru Hoong
This article explores the definition and evolution of AI, its applications in education, and the role of AI, particularly in K-12 education. It discusses the founding of Riiid, an AI-driven educational technology company, and its journey in the education sector, with a... View Details
Keywords: AI and Machine Learning; Economic Sectors; Technological Innovation; Education Industry; South Korea; Asia
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Kim, John Jong-Hyun, Nancy Dai, and Ruru Hoong. "Riiid: Scaling AI Educational Services Globally." Harvard Business School Case 324-030, November 2023.
  • February 2005 (Revised March 2013)
  • Case

Phase Zero: Introducing New Services at IDEO (A)

By: Amy C. Edmondson and Laura Feldman
Focuses on whether world-renowned product design firm IDEO's new customer service fits with the firm's strategic position and organization capabilities. Over the course of IDEO's 13-year history, an increasing share of revenues are a result of "Phase 0"... View Details
Keywords: Strategy; Service Operations; Product Design; Infrastructure; Customer Focus and Relationships; Innovation and Invention; Service Industry; Boston; United States
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Edmondson, Amy C., and Laura Feldman. "Phase Zero: Introducing New Services at IDEO (A)." Harvard Business School Case 605-069, February 2005. (Revised March 2013.)
  • March 2013 (Revised October 2013)
  • Supplement

Integrated Services at Jones Lang LaSalle (2005) (B)

By: Ranjay Gulati and Luciana Silvestri
This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2001 and 2005. Faced with the need to deliver integrated services to corporate clients in 2001, JLL created Corporate Solutions, a group that aimed to draw... View Details
Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America
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Gulati, Ranjay, and Luciana Silvestri. "Integrated Services at Jones Lang LaSalle (2005) (B)." Harvard Business School Supplement 113-115, March 2013. (Revised October 2013.)
  • 2024
  • Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
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Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "The Operational Impact of Customer Location in On-Demand Services." Working Paper, September 2024.
  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

your biggest buckets of cost and rethinking those strategically in ways that give your customers something they value," notes Frei, the UPS Foundation Professor of Service Management at Harvard Business School. Morriss (HBS MBA '04),... View Details
Keywords: by Deborah Blagg; Service
  • Article

What to Do When Industry Disruption Threatens Your Career

By: Boris Groysberg, Eric Lin and Whitney Johnson
This article discusses how to diagnose the risks that disruptive industry forces pose to individual careers and offers suggestions on how to mitigate such threats. Recommendations are based on analyses of individuals’ career histories in the professional services... View Details
Keywords: Disruption; Personal Development and Career; Strategy
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Groysberg, Boris, Eric Lin, and Whitney Johnson. "What to Do When Industry Disruption Threatens Your Career." MIT Sloan Management Review 60, no. 3 (Spring 2019): 57–65.
  • October 2012
  • Supplement

Vodafone's Position in the Wireless Telecom Industry in 2001

By: Juan Alcacer
Instructors may use the supplementary material "Vodafone's Position in the Wireless Telecom Industry in 2001" to demonstrate noticeable differences across countries in terms of: (1) WTP (suggested by the striking differences in ARPU); (2) payment methods (pre-paid vs.... View Details
Keywords: Telecommunications; Information Technology; Mobile and Wireless Technology; Telecommunications Industry; Japan
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Alcacer, Juan. "Vodafone's Position in the Wireless Telecom Industry in 2001." Harvard Business School PowerPoint Supplement 713-437, October 2012.
  • 23 May 2007
  • Working Paper Summaries

What Causes Industry Agglomeration? Evidence from Coagglomeration Patterns

Keywords: by Glenn Ellison, Edward L. Glaeser & William Kerr; Manufacturing
  • November 2004 (Revised September 2019)
  • Background Note

The U.S. Health Club Industry in 2004

By: John R. Wells, Gabriel Ellsworth and Benjamin Weinstock
In 2004, the $16.8 billion U.S. health club industry continued its strong record of growth. There were almost 27,000 health clubs in the United States, up from 6,700 two decades earlier, and these clubs claimed 41 million members, over 14% of the U.S. population.... View Details
Keywords: Health Clubs; Fitness; Gyms; Chain; Weight Loss; Obesity; Exercise; Personal Training; Bally Total Fitness; 24 Hour Fitness; YMCA; Gold's Gym; Curves; Franchise; Franchising; Subscription; Promotional Sales; Promotions; Fixed Costs; Body; Accrual Accounting; Revenue Recognition; Buildings and Facilities; Business Growth and Maturation; Business Model; For-Profit Firms; Trends; Customers; Demographics; Age; Income; Private Equity; Financing and Loans; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Health; Nutrition; Business History; Employees; Retention; Human Capital; Working Conditions; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Markets; Demand and Consumers; Supply and Industry; Industry Growth; Industry Structures; Operations; Service Operations; Franchise Ownership; Private Ownership; Public Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Nonprofit Organizations; Welfare; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Consolidation; Corporate Strategy; Customization and Personalization; Expansion; Segmentation; Hardware; Health Industry; United States
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Wells, John R., Gabriel Ellsworth, and Benjamin Weinstock. "The U.S. Health Club Industry in 2004." Harvard Business School Background Note 705-445, November 2004. (Revised September 2019.)
  • April 1979 (Revised October 1983)
  • Case

U.S. Securities Industry in 1979

By: Michael E. Porter
Keywords: Competitive Strategy; Financial Services Industry; United States
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Porter, Michael E. "U.S. Securities Industry in 1979." Harvard Business School Case 379-190, April 1979. (Revised October 1983.)
  • September 1992 (Revised November 1996)
  • Case

Royal Automobile Club Rescue Services Division: Transformation Through Technology

By: W. Earl Sasser and Roger H. Hallowell
The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details
Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Service Industry; United Kingdom
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Sasser, W. Earl, and Roger H. Hallowell. "Royal Automobile Club Rescue Services Division: Transformation Through Technology." Harvard Business School Case 693-029, September 1992. (Revised November 1996.)
  • Web

Research Computing Services - Faculty & Research

Research Services Research Computing Services 9ms Research Computing Services (RCS) is a centralized service dedicated to assisting with faculty... View Details
  • March 1987 (Revised August 1988)
  • Case

Public Service Co. of Oklahoma (A)

By: Michael Beer
Keywords: Utilities Industry
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Beer, Michael. "Public Service Co. of Oklahoma (A)." Harvard Business School Case 487-008, March 1987. (Revised August 1988.)
  • Fast Answer

India - Industry specific research

style="font-family:"Arial",sans-serif">Cellular Operators Association of India The web site of the New Delhi based trade association includes... View Details
  • February 2016 (Revised February 2020)
  • Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
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Buell, Ryan W., and Ananth Raman. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Teaching Note 616-044, February 2016. (Revised February 2020.)
  • 1992
  • Chapter

Applying Operations Strategy to Service Firms

By: R. H. Hayes and R. B. Chase
Keywords: Service Operations; Business Strategy; Service Industry
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Hayes, R. H., and R. B. Chase. "Applying Operations Strategy to Service Firms." In Advances in Services Marketing and Management. Vol. 1, edited by T. A. Swartz, D. E. Bowen, and S. W. Brown. Greenwich, CT: JAI Press, 1992.
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