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Show Results For
- All HBS Web
(10,326)
- People (49)
- News (3,237)
- Research (5,502)
- Events (24)
- Multimedia (59)
- Faculty Publications (3,993)
- 30 Jul 2025
- Podcast
Designing for Resilience: with Alex Berkowitz of Coastal Protection Services
This episode is another in our series on Climate Resilience featuring Alex Berkowitz, Founder and CEO of Coastal Protection Solutions (CPS), a startup developing nearshore infrastructure that reduces wave energy and enhances climate resilience. Alex shares how her... View Details
- 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.
- November 1997 (Revised May 1998)
- Teaching Note
Indianapolis: Activity-Based Costing of City Services (A) and (B) TN
By: Robert S. Kaplan
Teaching Note for (9-196-115) and (9-196-117). View Details
- October 1996
- Case
Union Bank of Switzerland: Strategic Options When Outsourcing ATM Services
By: Richard L. Nolan and Robert S. Borsi
Nolan, Richard L., and Robert S. Borsi. "Union Bank of Switzerland: Strategic Options When Outsourcing ATM Services." Harvard Business School Case 397-013, October 1996.
- January 2020 (Revised February 2020)
- Teaching Note
edaixi (eWash): Digital Transformation of Laundry Services (A) and (B)
By: Feng Zhu
Teaching Note for HBS Nos. 617-034 and 617-038. View Details
- Article
Evidence of a Modest Price Decline in US Broadband Services
By: Shane Greenstein and Ryan McDevitt
Greenstein, Shane, and Ryan McDevitt. "Evidence of a Modest Price Decline in US Broadband Services." Information Economics and Policy 23, no. 2 (June 2011): 200–211.
- February 1994 (Revised June 1994)
- Supplement
Introduction of Telepoint Services in Britain (B): A Stylized Model
Dhebar, Anirudh S. "Introduction of Telepoint Services in Britain (B): A Stylized Model." Harvard Business School Supplement 594-098, February 1994. (Revised June 1994.)
- February 2003 (Revised April 2003)
- Background Note
Note on Staffing in Professional Service Firms
By: Ashish Nanda
This case discusses the problem of balancing demand and supply of professionals within a professional services firm (PSF). It emphasizes how human resources management policies impact supply conditions and how market opportunities determine demand conditions. The case... View Details
Keywords: Demand and Consumers; Balance and Stability; Supply and Industry; Employees; Service Industry
Nanda, Ashish. "Note on Staffing in Professional Service Firms." Harvard Business School Background Note 903-110, February 2003. (Revised April 2003.)
- February 19, 2018
- Article
The Parts of Customer Service That Should Never Be Automated
By: Ryan W. Buell
Buell, Ryan W. "The Parts of Customer Service That Should Never Be Automated." Harvard Business Review (website) (February 19, 2018).
- 29 Apr 2002
- Research & Ideas
Star Power! How to Win in Professional Services
Limits To Leadership Being the chief executive of any company is a demanding job. Carrying out the responsibilities of a CEO in a professional service firm is exceptionally... View Details
Keywords: by Jay W. Lorsch & Thomas J. Tierney
- September 2007 (Revised October 2017)
- Case
Still Leading (A): Issues in Transitioning to New Forms of Service Later in Life
By: Rosabeth Moss Kanter and Lance Pierce
Identifies the challenges for experienced leaders who transition from their primary income-earning careers to a next phase of public service or social-purpose work, based on interviews and published sources. View Details
Keywords: Leadership Development; Personal Development and Career; Transition; Social Entrepreneurship; Social Enterprise; Society
Kanter, Rosabeth Moss, and Lance Pierce. "Still Leading (A): Issues in Transitioning to New Forms of Service Later in Life." Harvard Business School Case 308-047, September 2007. (Revised October 2017.)
- May 2022
- Case
AWS and Amazon SageMaker (A): The Commercialization of Machine Learning Services
By: Karim R. Lakhani, Shane Greenstein and Kerry Herman
Lakhani, Karim R., Shane Greenstein, and Kerry Herman. "AWS and Amazon SageMaker (A): The Commercialization of Machine Learning Services." Harvard Business School Case 622-060, May 2022.
- June 1985
- Case
Lex Service PLC (B): The Gate Array Project--First Year of Operations
Hertenstein, Julie H. "Lex Service PLC (B): The Gate Array Project--First Year of Operations." Harvard Business School Case 185-169, June 1985.
- May 2006
- Article
The Changing Structure of the Legal Services Industry and the Careers of Lawyers
By: George P. Baker and Rachel Parkin
Keywords: Change; Law; Employees; Personal Development and Career; Organizational Structure; Legal Services Industry
Baker, George P., and Rachel Parkin. "The Changing Structure of the Legal Services Industry and the Careers of Lawyers." North Carolina Law Review 84 (May 2006).
- January 1994
- Case
ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation
By: D. Quinn Mills, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson and Richard C. Wei
In the midst of dramatic changes in the information systems industry and declining profits at the ABC Co., the vice president in charge of the sales and service division, Jeff, and his managers attempt to transform their division. The transformation gets off to a good... View Details
Keywords: Organizational Change and Adaptation; Transformation; Motivation and Incentives; Resignation and Termination; Communication; Business or Company Management; Information Technology Industry
Mills, D. Quinn, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson, and Richard C. Wei. "ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation." Harvard Business School Case 494-075, January 1994.
- Web
Research Services - Faculty & Research
Research Services 35ms Harvard Business School (HBS) provides unparalleled faculty support to facilitate the creation of enduring knowledge that shapes both business practice and pedagogy. HBS is distinct in... View Details
- March 1994
- Supplement
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)
By: Roy D. Shapiro and Michael D. Watkins
Supplements the (A) case. View Details
Keywords: Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)." Harvard Business School Supplement 694-077, March 1994.
- 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
DeLong, Thomas J., David M. Darst, Ann K Rusher, and Catherine M. Conneely. "Morgan Stanley Dean Witter Private Client Services." Harvard Business School Case 899-107, December 1998. (Revised December 1999.)
- 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
Hallowell, Roger H. "Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce." Harvard Business School Background Note 802-155, March 2002.