Publications

1997
Chapter

Frontiers of Online Financial Services

By: R. Kalakota and F. Frei

Keywords: Internet and the Web; Finance; Financial Services Industry; Financial Services Industry

05 Sep 2018
News

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

Research Summary

Using IT to Leverage Human Resources in Services

Discussion of the Internet and IT to date concentrates on how they will replace, rather than support, human service providers. While this approach is appropriate for a few firms, it is inadequate for many. The Internet and other information technology... View Details

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

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

Web

Software Tools - Research Computing Services

below: Git and GitHub Julia Jupyter Notebooks Machine Learning frameworks (Tensorflow, PyTorch, Keras, OpenCV) R and Python Rclone to sync files to/from cloud storage services (e.g. OneDrive, DropBox, Google Drive, etc.) SAS and... View Details

2008
Other Unpublished Work

Competition among Sponsored Search Services

By: Benjamin Edelman

Keywords: Search Technology; Competition; Information Technology Industry

Read Now

February 1991
Case

Techsonic Industries, Inc.: Customer Service

Find at Harvard

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

November 1975 (Revised May 1993)
Case

Province of Ontario Translation Services

By: Regina E. Herzlinger

Keywords: Canada

Find at Harvard

February 2003
Teaching Note

Mobile Energy Services Company (TN)

By: Benjamin C. Esty and Aldo Sesia

Teaching Note for (9-203-061). View Details

Keywords: Energy Industry; Alabama

January 1982 (Revised January 1991)
Case

Laisne Service Supply Co. (B)

Find at Harvard

June 1991
Teaching Note

ISS--International Service System A/S, TN

By: David J. Collis

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

Web

Running Jobs - Research Computing Services

Compute Cluster Running Jobs 4ms The most important goal for using the HBSGrid is for running programs and scripts that might consume more resources than are available on your desktop or laptop. These sections will provide information to give you a complete... View Details

October 2011
Case

Raleigh & Rosse: Measures to Motivate Exceptional Service

By: Robert Simons and Michael Mahoney

In January 2010, U.S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the class action lawsuit is the famous Raleigh & Rosse performance measurement system previously thought to be the core of... View Details

Keywords: Control Systems; Performance Measurement; Goal Setting; Compensation; Incentives; Motivation; Sales Compensation; Motivation and Incentives; Goals and Objectives; Growth Management; Lawsuits and Litigation; Organizational Culture; Management Systems; Customer Focus and Relationships; Employees; Performance Evaluation; Compensation and Benefits; Retail Industry; United States