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  • All HBS Web  (7,629)
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  • February 2003
  • Teaching Note

Mobile Energy Services Company (TN)

By: Benjamin C. Esty and Aldo Sesia
Teaching Note for (9-203-061). View Details
Keywords: Energy Industry; Alabama
Citation
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Esty, Benjamin C., and Aldo Sesia. "Mobile Energy Services Company (TN)." Harvard Business School Teaching Note 203-062, February 2003.
  • Research Summary

Recent Strategies in the U.S. Grocery Industry

By: Rajiv Lal
Rajiv Lal's work comparing the benefits of EDLP and Hi-Lo strategies in the grocery industry indicates that while EDLP grocery retailers may not be able to benefit from traditional costs savings associated with this strategy, these retailers still benefit from the use... View Details
  • 2008
  • Other Unpublished Work

Competition among Sponsored Search Services

By: Benjamin Edelman
Keywords: Search Technology; Competition; Information Technology Industry
Citation
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Edelman, Benjamin. "Competition among Sponsored Search Services." U.S. House of Representatives, Committee on the Judiciary, Task Force on Competition Policy and Antitrust Laws, 2008. (Hearing cancelled.) (Reprinted in Working Knowledge: Google-Yahoo Ad Deal is Bad for Online Advertising.)
  • 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.
  • 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.
  • September 2016
  • Supplement

Financial Services at Falabella (B)

By: C. Fritz Foley and Agustin M. Hurtado
Supplements the (A) case and provides an update describing choices Falabella made. View Details
Keywords: Consumer Credit; Financial Management; Corporate Strategy; Credit; Financial Institutions; Financial Services Industry
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Foley, C. Fritz, and Agustin M. Hurtado. "Financial Services at Falabella (B)." Harvard Business School Supplement 217-017, September 2016.
  • 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.)
  • June 2012 (Revised July 2012)
  • Case

Business-driven Research at IBM Research India

By: Willy Shih, Margaret Pierson, Pankaj Agarwal, Diego Medicina and Juan Prajogo
What is the right mix between business-driven and pure research? This case considers the question in the setting of IBM Research India, where a management push for balance between exploratory research and the fulfillment of business needs meets some resistance from... View Details
Keywords: R&D; Computer Services Industries; IT R&D; Internet; Web-enabled Application; Technological Planning; Emerging Technologies; Information Technology; Internet and the Web; Research and Development; Projects; Practice; India
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Shih, Willy, Margaret Pierson, Pankaj Agarwal, Diego Medicina, and Juan Prajogo. "Business-driven Research at IBM Research India ." Harvard Business School Case 612-076, June 2012. (Revised July 2012.)
  • 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.
  • November 2008 (Revised June 2009)
  • Case

Sole-Sourcing the Intel 386: A Company and Industry Transformed

By: Richard S. Tedlow and David Ruben
Intel's precedent-breaking decision not to second-source its groundbreaking 386 microprocessor in 1986 propelled Intel to new heights and fundamentally transformed the computer industry. View Details
Keywords: Decisions; Technological Innovation; Production; Information Infrastructure; Transformation; Brands and Branding; Product Development; Computer Industry; United States
Citation
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Tedlow, Richard S., and David Ruben. "Sole-Sourcing the Intel 386: A Company and Industry Transformed." Harvard Business School Case 809-076, November 2008. (Revised June 2009.)
  • 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
Keywords: Business or Company Management; Strategic Planning; Profit; Consulting Industry
Citation
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Nanda, Ashish, and Kelley Elizabeth Morrell. "Planning in Professional Service Firms." Harvard Business School Case 903-085, January 2003. (Revised March 2005.)
  • 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
Citation
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Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (B)." Harvard Business School Case 403-078, April 2003.
  • 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
Keywords: Customer Relationship Management; Food and Beverage Industry
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Moon, Youngme E., and John A. Quelch. "Starbucks: Delivering Customer Service (TN)." Harvard Business School Teaching Note 504-089, April 2004. (Revised June 2004.)
  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

computer problems on a website, companies that design those interactions purely to cut costs don't succeed. But when they actively partner with their customers to deliver a better service experience,"... View Details
Keywords: by Deborah Blagg; Service
  • 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
Keywords: Outsourcing; Incentives; Relational Contracts; Business Model; Motivation and Incentives; Job Cuts and Outsourcing; Contracts; Insurance Industry; Spain
Citation
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Martinez-Jerez, F. Asis. "Multiasistencia: Redefining the Relationship with Its Service Professionals." Harvard Business School Teaching Note 114-010, August 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
Citation
SSRN
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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.
  • August 2003
  • Teaching Note

Computer Associates International Inc.: Governance and Investor Communication Challenge (TN)

By: Paul M. Healy
Teaching Note for (9-103-007). View Details
Keywords: Computer Industry; Computer Industry
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Healy, Paul M. "Computer Associates International Inc.: Governance and Investor Communication Challenge (TN)." Harvard Business School Teaching Note 104-026, August 2003.
  • 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
Keywords: Customers; Sales; Technology Industry
Citation
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Cespedes, Frank V., and Jacco van der Kooij. "The Rebirth of Software as a Service." Harvard Business Review (website) (April 18, 2023).
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