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Show Results For
- All HBS Web
(6,140)
- People (20)
- News (813)
- Research (4,676)
- Events (2)
- Multimedia (5)
- Faculty Publications (3,882)
- 01 Sep 2017
- News
A Jolt for the African Coffee Industry
to sit down, work, use Wi-Fi.” He unabashedly cites a “Starbucks-like feel” as the objective, although some essential parts of that experience may take even longer to develop than a taste for coffee. It’s unusual in Nigeria to offer only counter View Details
- June 1992
- Teaching Note
Visiting Nurse Service of New York, Teaching Note
- June 2006 (Revised March 2013)
- Supplement
Phase Zero: Introducing New Services at IDEO (B)
By: Amy C. Edmondson and Kathryn S. Roloff
Keywords: Consulting Industry
Edmondson, Amy C., and Kathryn S. Roloff. "Phase Zero: Introducing New Services at IDEO (B)." Harvard Business School Supplement 606-123, June 2006. (Revised March 2013.)
- September 2000
- Teaching Note
Morgan Stanley Dean Witter Private Client Services (TN)
By: Thomas J. DeLong
Teaching Note for (9-899-107). View Details
Keywords: Retail Industry
- July 2008 (Revised December 2011)
- Case
ghSMART & Co., 2006: Pioneering in Professional Services
By: Noam T. Wasserman and Ashraf Haque
Geoff Smart, founder and CEO of ghSMART & Co., wanted to build ghSMART into the #1 management-assessment firm for CEOs and investors. However, he had just received two pieces of very bad news: the demise of an existing project and the loss of a $1 million engagement he... View Details
Keywords: Business Startups; Decision Choices and Conditions; Entrepreneurship; Corporate Governance; Growth and Development Strategy; Organizational Structure; Service Industry
Wasserman, Noam T., and Ashraf Haque. "ghSMART & Co., 2006: Pioneering in Professional Services." Harvard Business School Case 809-024, July 2008. (Revised December 2011.)
- 1990
- Book
Service Breakthroughs: Changing the Rules of the Game
By: J. Heskett, C. Hart and W. E. Sasser Jr.
Heskett, J., C. Hart, and W. E. Sasser Jr. Service Breakthroughs: Changing the Rules of the Game. NY: Free Press, 1990.
- Article
Build It, Buy It, or Both? Rethinking the Sourcing of Advertising Services
By: Alvin J. Silk and Marta M. Stiglin
This paper provides an update on the current state of in-house agencies. Whereas traditional consideration of internalizing advertising services was framed as a binary choice of build or buy, today's advertisers frequently pursue hybrid policies of build and buy to... View Details
Silk, Alvin J., and Marta M. Stiglin. "Build It, Buy It, or Both? Rethinking the Sourcing of Advertising Services." International Journal of Marketing Studies 8, no. 1 (February 2016).
- May 2013
- Supplement
Transport Corporation of India (C): Dealing with Shortcomings in Service Quality
By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (C): Dealing with Shortcomings in Service Quality." Harvard Business School Supplement 113-132, May 2013.
- 18 Dec 2008
- Working Paper Summaries
Concentration Levels in the U.S. Advertising and Marketing Services Industry: Myth vs. Reality
- Article
Cooks Make Tastier Food When They Can See Their Customers
By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
While existing theory suggests that increased contact between customers and employees diminishes efficiency, recent research demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they... View Details
Keywords: Operational Transparency; Service Delivery; Service Operations; Service Management; Service Industry
Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Cooks Make Tastier Food When They Can See Their Customers." Harvard Business Review 92, no. 11 (November 2014): 34–35.
- April 1993 (Revised May 2009)
- Case
Aravind Eye Hospital, Madurai, India: In Service for Sight, The
Starting as a modest 20-bed hospital, Aravind had grown into a 1,400-bed hospital complex by 1992. It had by then screened 3.65 million patients and performed 335,000 cataract surgeries, nearly 70% of them free of cost for the poorest of India's blind population.... View Details
Keywords: Developing Countries and Economies; Social Marketing; Service Delivery; Service Operations; Welfare; Expansion; Health Industry; India
Rangan, V. Kasturi. "Aravind Eye Hospital, Madurai, India: In Service for Sight, The." Harvard Business School Case 593-098, April 1993. (Revised May 2009.)
- October 2016 (Revised April 2017)
- Case
Succession Planning at Samsung: The Merger Formula of Cheil Industries and Samsung C&T
By: Gwen Yu and Tim Gray
A merger deal of two Samsung group companies becomes a center of a corruption scandal. The merger of Cheil Industries and Samsung C&T was seen as a crucial step to transfer power to Lee Jae Yong, the heir of Samsung group. The deal was criticized to purposefully... View Details
Yu, Gwen, and Tim Gray. "Succession Planning at Samsung: The Merger Formula of Cheil Industries and Samsung C&T." Harvard Business School Case 117-036, October 2016. (Revised April 2017.)
- 2017
- Working Paper
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks... View Details
Keywords: Discretion; Scheduling; Queue; Healthcare; Learning; Experience; Decentralization; Delegation; Behavioral Operations; Operations; Service Operations; Service Delivery; Performance; Performance Effectiveness; Performance Efficiency; Performance Improvement; Performance Productivity; Decisions; Time Management; Cost vs Benefits; Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Harvard Business School Working Paper, No. 16-051, October 2015. (Revised March 2017.)
- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
the newest member of the Service Management unit, joined the faculty last year. In research that covers human resources and operations management, she has studied the impact of processes on organizations. Gittell is currently using the... View Details
Keywords: Susan Young
- March 2013 (Revised October 2013)
- Supplement
Growing Integrated Services at Jones Lang LaSalle (2008) (C)
By: Ranjay Gulati and Luciana Silvestri
This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2005 and 2008. Having dismantled its long-standing service-line-oriented structure, JLL created two interdependent groups: Accounts and Markets. Accounts housed... View Details
Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America
Gulati, Ranjay, and Luciana Silvestri. "Growing Integrated Services at Jones Lang LaSalle (2008) (C)." Harvard Business School Supplement 113-116, March 2013. (Revised October 2013.)
- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details
Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- December 2011
- Article
Prices or Knowledge? What Drives Demand for Financial Services in Emerging Markets?
By: Shawn A. Cole, Thomas Sampson and Bilal Zia
Financial development is critical for growth, but its micro-determinants are not well understood. We test leading theories of low demand for financial services in emerging markets, combining novel survey evidence from Indonesia and India with a field experiment. We... View Details
Keywords: Price; Knowledge; Demand and Consumers; Emerging Markets; Banks and Banking; Education; Finance; Behavior; Service Operations; Financial Services Industry; India; Indonesia
Cole, Shawn A., Thomas Sampson, and Bilal Zia. "Prices or Knowledge? What Drives Demand for Financial Services in Emerging Markets?" Journal of Finance 66, no. 6 (December 2011): 1933–1967.
- 2003
- Casebook
Professional Services: Text and Cases
By: Thomas J. DeLong and Ashish Nanda
DeLong and Nanda's Professional Services: Text and Cases is the first casebook to be published on the management of professional service firms (law firms, architecture, financial services, consulting). It includes a comprehensive selection of case studies that... View Details
DeLong, Thomas J., and Ashish Nanda. Professional Services: Text and Cases. New York: McGraw-Hill/Irwin, 2003.
- 25 Jan 2019
- Blog Post
Not Waiting for Progress: Diversity and Inclusion in the Film Industry
in the midst of a successful career in financial services with the Capital Group Companies, attended the Sundance Film Festival in Park City, Utah, with some HBS friends. A believer since childhood in the power of storytelling on the big... View Details
- March 2007 (Revised September 2019)
- Case
Motilal Oswal Financial Services Ltd.: An IPO in India
By: Felda Hardymon, Joshua Lerner and Ann Leamon
The executives of Motilal Oswal Financial Services, Ltd., one of the largest brokerages in India, are considering an IPO on the Indian markets. The company recently received a small private equity investment from two global private equity firms, which it has not yet... View Details
Keywords: Private Equity; Initial Public Offering; Investment; Emerging Markets; Financial Services Industry; India
Hardymon, Felda, Joshua Lerner, and Ann Leamon. "Motilal Oswal Financial Services Ltd.: An IPO in India." Harvard Business School Case 807-095, March 2007. (Revised September 2019.)