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(11,646)
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- Faculty Publications (4,962)
Show Results For
- All HBS Web
(11,646)
- People (51)
- News (3,414)
- Research (6,433)
- Events (24)
- Multimedia (86)
- Faculty Publications (4,962)
- 1981
- Chapter
Consumer Satisfaction with Professional Services
By: J. Quelch and S. Ash
Quelch, J., and S. Ash. "Consumer Satisfaction with Professional Services." In Marketing of Services, edited by W. R. George and J. H. Donnelly, 82–85. Chicago: American Marketing Association, 1981.
- April 2004 (Revised June 2004)
- Teaching Note
Starbucks: Delivering Customer Service (TN)
By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016). View Details
- April 2003
- Case
IBM Canada: Global Services (B)
By: Michael L. Tushman, David Kiron and Wendy Smith
Supplements the (A) case. View Details
Keywords: Leading Change; Technological Innovation; Organizational Change and Adaptation; Change Management; Management Teams; Information Technology; Organizational Structure; Information Technology Industry; Canada
Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (B)." Harvard Business School Case 403-078, April 2003.
- January 2003 (Revised March 2005)
- Case
Planning in Professional Service Firms
By: Ashish Nanda
In this case, four consultants discuss business planning issues that they are each having within their respective consulting firms. The case addresses how professional compensation, project staffing, hours worked, overhead costs, and billing rates impact profitability. View Details
Nanda, Ashish, and Kelley Elizabeth Morrell. "Planning in Professional Service Firms." Harvard Business School Case 903-085, January 2003. (Revised March 2005.)
- April 1997 (Revised November 1997)
- Case
Anglian Water: Customer Service Transformation
Loveman, Gary W., and Sabina M. Ciminero. "Anglian Water: Customer Service Transformation." Harvard Business School Case 897-093, April 1997. (Revised November 1997.)
- November 1980 (Revised June 1981)
- Case
National Mine Service Co. (A)
Bonoma, Thomas V. "National Mine Service Co. (A)." Harvard Business School Case 581-055, November 1980. (Revised June 1981.)
- August 1982 (Revised April 1985)
- Case
General Foods: Information Services Department
Porter, Leslie R. "General Foods: Information Services Department." Harvard Business School Case 183-013, August 1982. (Revised April 1985.)
- Nov 07 2018
- Short Film
A New Approach to Service
- April 2017 (Revised February 2020)
- Supplement
edaixi (eWash): Digital Transformation of Laundry Services (B)
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; Service Operations; Business Model; Digital Platforms; Transformation; Service Industry; China
Zhu, Feng, Weiru Chen, Chuang Chen, and Ciwu Lin. "edaixi (eWash): Digital Transformation of Laundry Services (B)." Harvard Business School Supplement 617-038, April 2017. (Revised February 2020.)
- 2014
- Teaching Note
Changhong: Journey to Shared Services (TN)
By: F. Warren McFarlan, Haiyan Zhang and Guo Jia
Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details
McFarlan, F. Warren, Haiyan Zhang, and Guo Jia. "Changhong: Journey to Shared Services (TN)." Tsinghua University Teaching Note, 2014.
- Web
Transferring Data - Research Computing Services
Cloud Sync (e.g., DropBox, OneDrive, Google Drive) When using Cloud Sync to transfer data, please be aware of the security level of your data as not all services have been approved by HBS IT to handle data with higher security... View Details
- Web
Scaling Work - Research Computing Services
and individual process threads may submit work to the GPU concurrently. mps=no | yes: Enables or disables the NVIDIA Multi-Process Service (MPS) for the GPUs that are allocated to the job. We are not using this View Details
- Apr 12 2017
- Interview
The Future of Professional Service Firms
- 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
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
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.)
- 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
Zhu, Feng, Weiru Chen, Chuang Chen, and Ciwu Lin. "edaixi (eWash): Digital Transformation of Laundry Services (A)." Harvard Business School Case 617-034, April 2017. (Revised February 2020.)
- 27 Apr 2023
- Video
IFC Intro: GEO, Financial Aid, Registrar Services
- August 2013
- Teaching Note
Multiasistencia: Redefining the Relationship with Its Service Professionals
By: F. Asis Martinez-Jerez
Multiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service profesionals from a referral model to a guaranteed workload one. View Details
- April 18, 2023
- Article
The Rebirth of Software as a Service
By: Frank V. Cespedes and Jacco van der Kooij
Traditional sales models focus on customer acquisition and the “funnel” or “pipeline” metrics that dominate talk about sales. But this approach falls short when applied to a recurring revenue business, where the customer life cycle looks more like a bowtie, not a... View Details
Cespedes, Frank V., and Jacco van der Kooij. "The Rebirth of Software as a Service." Harvard Business Review (website) (April 18, 2023).