Publications

Web

About Us - Research Computing Services

About Us Research Computing Services (RCS) is a centralized service that supports HBS faculty research with a staff of statisticians, data scientists, and experts in research computing. Read more about our... View Details

05 Sep 2018
News

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

Web

Data Practices - Research Computing Services

Scraping Power Analysis Causal Inference Missing Data Other Data Resources Data Repositories Harvard Dataverse at IQSS Baker Library Databases Center for Geographic Analysis at Harvard Figshare Other Harvard Data Resources Data Science View Details

September–October 1990
Article

Zero Defections: Quality Comes to Services

By: F. Reichheld and W. E. Sasser Jr.

Keywords: Quality

April 1976
Background Note

Capacity Planning for Service Firms

By: W. Earl Sasser

Keywords: Planning; Service 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

March 1991 (Revised May 1991)
Case

Charles Schwab: Financial Advisors Service

By: Steven C. Wheelwright

Keywords: Product Development; Innovation and Invention; Financial Services Industry

Web

Training Calendar - Research Computing Services

Training Training Calendar No results found in Events Suggestions: Were any results found in one of the other content buckets on the left? Try removing some search filters. Use different search filters. Load More View Details

December 1990 (Revised January 1991)
Case

Laisne Service Supply Co. (A)

By: David E. Bell

July 2003 (Revised April 2011)
Case

Singapore Airlines: Customer Service Innovation

By: Rohit Deshpande and Hal Hogan

The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details

Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore

April 2003
Case

IBM Canada: Global Services (C)

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

November 1980 (Revised June 1981)
Case

National Mine Service Co. (B)

Article

Consumer Promotions in Service Marketing

By: Christopher Lovelock and John A. Quelch

07 Nov 2018
Video

A New Approach to Service

Web

Newsletter - Research Computing Services

Newsletter Newsletter School Select one Harvard Business School Harvard College Division of Continuing Education Harvard School of Dental Medicine Harvard Divinity School Harvard Faculty of Arts & Sciences Graduate School of Design Graduate School of Education Graduate... View Details

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

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