Publications

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

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

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Web

Scaling Work - Research Computing Services

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

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

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

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

05 Sep 2018
News

Inside the World of Eddy Cue, Apple’s Services Chief

February 1996 (Revised November 2003)
Case

Indianapolis: Activity-Based Costing of City Services (A)

By: Robert S. Kaplan

A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing... View Details

Keywords: Cost Management; Public Sector; Activity Based Costing and Management; Service Delivery; Privatization; City; Indianapolis

Research Summary

Using IT to Leverage Human Resources in Services

Discussion of the Internet and IT to date concentrates on how they will replace, rather than support, human service providers. While this approach is appropriate for a few firms, it is inadequate for many. The Internet and other information technology... View Details

Web

Data Storage - Research Computing Services

Compute Cluster and Data Storage Data Storage 3ms There are three different sets of storage locations that are available for research work, depending on the particular usage patterns, size consideration, and number of people involved in the work. These are the home... 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

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