Publications

June 2001
Article

The Potential Downside of Bundling: How Packaging Services Can Hurt Consumption

By: John T. Gourville and Dilip Soman

Keywords: Customers

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July 2000 (Revised September 2005)
Case

Madison Avenue: Digital Media Services (A)

Introduces a "new-economy" company, Madison Avenue, facing challenges of mega-success. In the two years since its founding, the company's revenues have grown from zero to nearly $30 million, head count has swollen from the start-up handful to more than 200, and the... View Details

Keywords: Organizational Change and Adaptation; Organizational Design; Online Advertising; Advertising Industry

Educators

Web

Scaling Work - Research Computing Services

you can start your application using a wrapper script {link to Working with wrapper (default submission) scripts subsection} or a custom submission script {link to Working with custom submission scripts subsection} and specify the number View Details

2014
Case

Microfinance Services in Rural Areas--Farmers' Self-reliance Branch of CFPA Microfinance in Shangyi County

By: F. Warren McFarlan, Siqun Yang and Meihua Shen

Microfinance is introduced into China in the 1990s. It had gone through 3 phases since the beginning, namely the pilot phase when all Microfinance practices are sponsored by charity funds based on projects, the promotion phase when the government subsidized some... View Details

Keywords: Rural Entrepreneurship; Value Added; China; Risk Management; Microfinance; China

September 1992 (Revised November 1996)
Case

Royal Automobile Club Rescue Services Division: Transformation Through Technology

By: W. Earl Sasser and Roger H. Hallowell

The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details

Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Service Industry; United Kingdom

Web

Data Storage - Research Computing Services

Compute Cluster and Data Storage Data Storage 3ms There are three different sets of storage locations that are available for research work, depending on the particular usage patterns, size consideration, and number View Details

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... View Details

Keywords: by Deborah Blagg; Service

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

Educators

Summer 2013
Article

Analyzing Performance of Service Organizations: Balanced Benchmarking Can Identify Best Practices That Are Often Hidden

By: H. David Sherman and Joe Zhu

Just as sports teams have increasingly relied on rigorous quantitative analyses, so have many businesses. In particular, a growing number of service organizations have been investigating the use of a sophisticated linear programming technique called DEA, or data... View Details

Keywords: Balanced Benchmarking; Management

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27 May 2014
News

Winners of Dean’s Award for Service to the School and Society Announced

April 1985 (Revised November 1987)
Case

American Express Travel Related Services Co.

Describes the company's new focus on entrepreneurship during the era of Lou Gerstner, chairman and CEO since 1982. View Details

Keywords: Change Management; Corporate Entrepreneurship; Financial Services Industry; Financial Services Industry

22 Sep 2010
Working Paper Summaries

The Task and Temporal Microstructure of Productivity: Evidence from Japanese Financial Services

Keywords: by Bradley R. Staats & Francesca Gino; Banking

Web

RCS Cheat Sheet - Research Computing Services

Help RCS Cheat Sheet 5ms Check out the links below to quickly get started with our statistical/data services, high-throughput compute cluster, research software, and self-paced training. For additional assistance, please see our help page. Statistical and Data View Details

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... View Details

Web

Research Staff Services - Faculty & Research

Research Services Research Staff Services 3ms As part of the Division of Research and Faculty Development (DRFD), Research Staff View Details

Web

Monitoring CPU usage of your jobs on the HBSGrid - Research Computing Services

Technical How-To’s & Notes Technical How-To’s & Notes Monitoring CPU usage of your jobs on the HBSGrid There are two ways to monitor your running job: Run unix command top on the compute node where your job is executing, or Query LSF via... View Details

What Professional Service Firms Must Do to Thrive

During times of economic turbulence, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn’t, just to keep the lights on. This path is perilous. If a firm’s practices have a diffuse mix of clients and unclear... View Details

2021
Article

Masked and Distanced: A Qualitative Study of How Personal Protective Equipment and Distancing Affect Teamwork in Emergency Care

By: Tuna Cem Hayirli, Nicholas Stark, Aditi Bhanja, James Hardy, Christopher Peabody and Michaela J. Kerrissey

Background: Newly intensified use of personal protective equipment (PPE) in emergency departments presents teamwork challenges affecting the quality and safety of care at the frontlines.
Objective: We conducted a qualitative study to categorize and... View Details

Keywords: COVID-19; Teamwork; Emergency Service; Hospital; Quality Of Health Care; Health Pandemics; Health Care and Treatment; Quality; Groups and Teams; Communication