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(11,697)
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Show Results For
- All HBS Web
(11,697)
- People (51)
- News (3,435)
- Research (6,531)
- Events (24)
- Multimedia (86)
- Faculty Publications (5,053)
- Web
Logging In - Research Computing Services
Compute Cluster Logging In 2ms Follow our instructions to connect to the HBSGrid via a GUI or Terminal. Connection Requirements On-HBS-Campus TEST TEST To connect to the HBSGrid from on-campus, you must be connected to the HBS Network via either a wired ethernet... View Details
- October 2024
- Case
EU's Digital Services Act and Digital Markets Act
By: David B. Yoffie and Sarah von Bargen
Since the early 2020s, the EU began passing regulations on digital platforms and their marketplaces. One of the first was the Digital Services Act package, consisting of the Digital Services Act (DSA) and the Digital Markets Act (DMA). These regulations were focused on... View Details
Keywords: Digital Platforms; E-commerce; Governing Rules, Regulations, and Reforms; Cybersecurity; European Union
Yoffie, David B., and Sarah von Bargen. "EU's Digital Services Act and Digital Markets Act." Harvard Business School Case 725-372, October 2024.
- May 1993
- Case
Patient Transfusion Services Lab of Central Blood Bank
By: James L. Heskett
The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services. View Details
Keywords: Health Care and Treatment; Quality; Service Operations; Mathematical Methods; Customer Satisfaction; Health Industry
Heskett, James L. "Patient Transfusion Services Lab of Central Blood Bank." Harvard Business School Case 693-091, May 1993.
- September–October 1990
- Article
Zero Defections: Quality Comes to Services
By: F. Reichheld and W. E. Sasser Jr.
Keywords: Quality
Reichheld, F., and W. E. Sasser Jr. "Zero Defections: Quality Comes to Services." Harvard Business Review 68, no. 5 (September–October 1990): 105–111.
- 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
- Apr 12 2017
- Interview
The Future of Professional Service Firms
- 2008
- Other Unpublished Work
Competition among Sponsored Search Services
By: Benjamin Edelman
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.)
- February 1991
- Case
Techsonic Industries, Inc.: Customer Service
Menezes, Melvyn A. "Techsonic Industries, Inc.: Customer Service." Harvard Business School Case 591-050, February 1991.
- 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
- January 1992
- Case
Johnson & Johnson: Hospital Services
The main issue has to do with the lack of fit or incompatibility between the early environmental requirements for strategy and the cultural constraints on the organization. Describes the internal resistance to the proposed changes and top management's efforts to... View Details
Keywords: Organizational Structure; Organizational Culture; Management Systems; Environmental Sustainability; Conflict and Resolution
Pearson, Andrall E. "Johnson & Johnson: Hospital Services." Harvard Business School Case 392-050, January 1992.
- December 1990 (Revised January 1991)
- Case
Laisne Service Supply Co. (A)
By: David E. Bell
Bell, David E. "Laisne Service Supply Co. (A)." Harvard Business School Case 191-104, December 1990. (Revised January 1991.)
- 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
Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
- 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
Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (C)." Harvard Business School Case 403-079, April 2003.
- November 1980 (Revised June 1981)
- Case
National Mine Service Co. (B)
Bonoma, Thomas V. "National Mine Service Co. (B)." Harvard Business School Case 581-056, November 1980. (Revised June 1981.)
- Article
Consumer Promotions in Service Marketing
By: Christopher Lovelock and John A. Quelch
Lovelock, Christopher, and John A. Quelch. "Consumer Promotions in Service Marketing." Business Horizons 26, no. 3 (May–June 1983): 66–75.
- 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
- 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
- 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
Cespedes, Frank V., and Jacco van der Kooij. "The Rebirth of Software as a Service." Harvard Business Review (website) (April 18, 2023).