Publications

28 Aug 2017
Research & Ideas

Should Industry Competitors Cooperate More to Solve World Problems?

Source: Cecilie_Arcurs George Serafeim has a startling suggestion to fix the world’s biggest environmental, social, and governance (ESG) problems such as water pollution, deforestation, and wealth inequality: encourage companies within industries to do less competing... View Details

Keywords: by Sean Silverthorne; Financial Services; Manufacturing; Agriculture & Agribusiness; Mining

2021
Working Paper

Bollywood, Skin Color and Sexism: The Role of the Film Industry in Emboldening and Contesting Stereotypes in India after Independence

By: Sudev Sheth, Geoffrey Jones and Morgan Spencer

This working paper examines the social impact of the film industry in India during the first four decades after Indian Independence in 1947. It shows that Bollywood, the mainstream cinema in India and the counterpart in scale to Hollywood in the United States, shared... View Details

Keywords: Film Industry; Bollywood; Tamil Cinema; Male Gaze; Social Impact; Stereotypes; Oral History; Film Entertainment; Gender; Race; Personal Characteristics; Prejudice and Bias; Business History; Motion Pictures and Video Industry; India

Read Now

2019
Chapter

Teams and Team Effectiveness in Health Services Organizations

By: Bruce J. Fried and Amy C. Edmondson

Book Abstract: Completely updated to address the challenges faced by modern health care organizations, this edition of Shortell and Kaluzny's Health Care Management: Organization Design and Behavior offers a more global perspective on how the United States and... View Details

Keywords: Groups and Teams; Performance Effectiveness; Health; Health Industry

1993
Book

Integrating Service Strategy in the Manufacturing Company

By: H. Mathe and R. D. Shapiro

Keywords: Business Strategy; Service Operations; Manufacturing Industry

October 1992 (Revised June 1994)
Case

American Airlines, Inc.: Proposal for a Three-Class Transcon Service

American Airlines, Inc., the largest airline in the United States, is considering a proposal to enhance its flagship New York JFK - Los Angeles transcontinental service from a two-class (first and coach) to a three-class (first, business, and coach) product. The... View Details

Keywords: Organizational Change and Adaptation; Marketing Strategy; Air Transportation Industry; United States

September 2007
Teaching Note

Sun Microsystems, Inc.: Web Services Strategy (TN)

By: Thomas R. Eisenmann

Keywords: Information Technology; Internet and the Web; Strategy; Computer Industry; Computer Industry

July 2006
Teaching Note

Strategic Planning at United Parcel Service (TN)

By: David A. Garvin

Keywords: Strategic Planning; Distribution Industry

November 2001 (Revised October 2017)
Supplement

Store24 (B): Service Quality and Employee Skills

By: Frances X. Frei and Dennis Campbell

Supplements the (A) case. View Details

Keywords: Customer Satisfaction; Employees; Service Delivery; Retail Industry

September 2021 (Revised March 2024)
Case

Bühler: Mobilizing Industry around a Common Purpose

By: Ranjay Gulati, Franz Wohlgezogen and Malini Sen

Bühler Group, a Swiss multinational processing technology provider, started by selling machines for processing grains and later transitioned into selling food processing solutions. A family-owned business in the fifth generation, Bühler’s high-end milling, grinding,... View Details

Keywords: Family Business; Customer Focus and Relationships; Machinery and Machining; Corporate Social Responsibility and Impact; Mission and Purpose; Innovation Leadership; Switzerland

August 1996 (Revised August 1997)
Case

TNT Limited's Logistics Services in Asia (A): The Strategy

By: Michael Y. Yoshino and Carin-Isabel Knoop

Meredith Hellicar's mission as general manager of corporate development is to make TNT Ltd. one of the biggest and most diverse transport and logistic companies in the world, with approximately $5 billion in turnover in 1993, a leading provider of logistics services in... View Details

Keywords: Business or Company Management; Managerial Roles; Distribution; Logistics; Mission and Purpose; Partners and Partnerships; Strategy; Diversification; Transportation Industry; Asia; China; Indonesia; Thailand

July 2010
Technical Note

Note on the Asset Management Industry

By: Clayton S. Rose and Scott Waggoner

This note provides an overview of the structure and function of the asset management industry, with a primary focus on the U.S. It was designed to support the HBS MBA course "Managing the Financial Firm." View Details

Keywords: Asset Management; Business or Company Management; Industry Structures; Financial Services Industry; United States

2023
Working Paper

The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks

By: Isamar Troncoso, Minkyung Kim, Ishita Chakraborty and SooHyun Kim

The US has seen a rise in union movements, but their effects on service industry marketing outcomes like customer satisfaction and perceptions of service quality remain understudied. In this paper, we empirically study the impact on customer satisfaction and... View Details

Keywords: Labor Unions; Customer Satisfaction; Perception; Public Opinion; Employees; Food and Beverage Industry

SSRN

01 Feb 2002
News

Health Industry Alumni Convene for Conference

Current issues in health care; ranging from finance and patients' rights to genomics and personalized medicine; were among the subjects discussed last November at the HBS Health Industry Alumni Association's second annual conference. Held... View Details

Keywords: Ambulatory Health Care Services; Ambulatory Health Care Services

September 2000
Background Note

Professional Services Module Six: Succeeding in PSFs

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry

Emphasizes the skills and values that we believe successful professionals possess: change management and leadership skills, a proactive career management approach, effective processes of giving and receiving feedback, a clear ethical perspective, balance between... View Details

Keywords: Management Skills; Service Industry

11 Oct 2011
Working Paper Summaries

US Healthcare Reform and the Pharmaceutical Industry

Keywords: by Arthur Daemmrich; Pharmaceutical; Health

July 2025
Case

Greenwood Online: A Fin-Tech Service for Culture and Community (A)

By: James Riley and Bernal Cortés

In 2020, Ryan Glover and Paul Judge launched Greenwood, a fintech startup designed to counter systemic racial discrimination in the American banking ecosystem by offering accessible financial services tailored to Black and Brown communities, but available to all.... View Details

Keywords: Purpose; Identity; Cultural Branding; Impression Management; Organization Behavior; Strategic Alignment; Start-up; Mission and Purpose; Decisions; Marketing Strategy; Organizational Structure; Banking Industry; United States

November 1999 (Revised May 2001)
Case

AGENCY.COM (A): Launching an Interactive Service Agency

By: Ashish Nanda, Thomas J. DeLong and Scot H. Landry

Having recently launched one of Silicon Valley's first start-ups, cofounders Chan Suh and Kyle Shannon ponder whether their interactive consulting firm is prepared to bid for work from a very large client. View Details

Keywords: Business Startups; Internet and the Web; Problems and Challenges; Business Strategy; Decision Making; Entrepreneurship; Consulting Industry; Consulting Industry