Services - Publications - Faculty & Research

Workshops & Technical Talks Workshops & Technical Talks Live Demos 1ms Periodically, RCS presents a live demo followed by office hours. Drop in to watch an RCS staff member demonstrate a technique, share a tip, or work through a problem, and then stay to ask any and... View Details

October 2014 (Revised May 2015)
Case

HandsOn Bay Area: Scaling Up Community Service

By: James Heskett

HandsOn Bay Area, an organization devoted to the performance of (and development of leaders for) community service, is undergoing a significant (and internally controversial) shift in its business model from "retail" projects involving individual volunteers to... View Details

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23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

your biggest buckets of cost and rethinking those strategically in ways that give your customers something they value," notes Frei, the UPS Foundation Professor of Service Management at Harvard Business School. Morriss (HBS MBA '04),... View Details

Keywords: by Deborah Blagg; Service

1992
Chapter

Applying Operations Strategy to Service Firms

By: R. H. Hayes and R. B. Chase

Keywords: Service Operations; Business Strategy; Service Industry

Citation

2008
Working Paper

Economic Factors Underlying the Unbundling of Advertising Agency Services

By: Mohammad Arzaghi, Ernst R. Berndt, James C. Davis and Alvin J. Silk

This paper addresses a longstanding puzzle involving the unbundling of services that has occurredover more than two decades in the U.S. advertising agency industry: How can the shift from the bundling to the unbundling of services be explained and what accounts for the... View Details

Keywords: Transformation; Framework; Service Operations; Decisions; Relationships; Price; Diversification; Geography; Cost; Advertising Industry; United States

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June 2001 (Revised May 2002)
Case

Tradeoffs: Juggling Careers in Professional Services Firms with Private Life

By: Thomas J. DeLong, Ashish Nanda, Scot Landry and Scott M O'Neil

Balancing professional and private lives continues to challenge single and committed partners alike. Professionals are expected to work long hours. It is simply part of the ethos of professional service firms. This case focuses on the lives of three couples connected... View Details

Keywords: Work-Life Balance; Family and Family Relationships; Problems and Challenges; Service Industry

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Research Staff Services - Faculty & Research

Research Services Research Staff Services 1ms As part of the Division of Research and Faculty Development (DRFD), Research Staff Services (RSS) provides research support... View Details

August 2013
Background Note

A Note on Knowledge Management in Professional Services Firms

By: Robert G. Eccles, Ana Kreacic and Penelope Rossano

Knowledge management is a subject of broad interest, especially in "knowledge industries" and "knowledge economies." It is also a topic filled with frustration on the part of practitioners and the level of resource commitment to this function waxes and wanes. This note... View Details

Keywords: Knowledge Management

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Research Computing Services - Faculty & Research

Research Services Research Computing Services 4ms Research Computing Services (RCS) is a centralized service dedicated to assisting with faculty... View Details

01 Dec 2008
News

Career Services Shifts into High Gear

Many members of the Class of 2008 were just settling into new jobs as reverberations from the financial crisis were felt around the world. While employment figures for the class remain strong, MBA Career Services has continued its support... View Details

Spring 2019
Article

Fluid Teams and Knowledge Retrieval: Scaling Service Operations

By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson

To scale service operations requires retrieving knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge networks may struggle to access useful knowledge at work. A knowledge repository has the... View Details

Keywords: Teaming; Teams; Groups and Teams; Knowledge Management; Service Delivery; Knowledge Use and Leverage

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25 Mar 2011
Working Paper Summaries

How Do Incumbents Fare in the Face of Increased Service Competition?

Keywords: by Ryan W. Buell, Dennis Campbell & Frances X. Frei; Banking

April 2010
Teaching Note

IBM: The Corporate Service Corps (TN)

By: Christopher Marquis, Alison Comings and Bobbi Thomason

Teaching Note for [409106]. View Details

Keywords: Service Operations; Employees; Partners and Partnerships; Non-Governmental Organizations; Developing Countries and Economies; Corporate Social Responsibility and Impact; Programs; Global Strategy; Computer Industry; Information Technology Industry; Ghana; Tanzania; Romania; Philippines; Viet Nam

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April 1983 (Revised June 1993)
Case

Trade In Services and American Express

By: Joseph L. Badaracco Jr. and David B. Yoffie

Keywords: Financial Services Industry

Citation

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18 Jul 2016
Blog Post

Coming to HBS after Military Service

Not everyone has the luxury of a break between their military service and HBS, but take whatever time you do have, whether it is 2 weeks or 2 years, and allow for self-reflection before the excitement (and chaos) of RC year begins. The... View Details