Publications

Educators

April 1993 (Revised December 2001)
Case

General Dynamics and Computer Sciences Corporation: Outsourcing the IS Function (C)

By: F. Warren McFarlan and Katherine Seger

Outlines the full architecture of an outsourcing agreement and allows the class to discuss what should and should not be in such agreements. View Details

Keywords: Job Cuts and Outsourcing; Agreements and Arrangements; Technology Industry

Educators

11 Oct 2011
Working Paper Summaries

US Healthcare Reform and the Pharmaceutical Industry

Keywords: by Arthur Daemmrich; Pharmaceutical; Health

1993
Book

Integrating Service Strategy in the Manufacturing Company

By: H. Mathe and R. D. Shapiro

Keywords: Business Strategy; Service Operations; Manufacturing Industry

November 2004
Article

Contractibility and Asset Ownership: On-Board Computers and Governance in US Trucking

By: George P. Baker and Thomas Hubbard

Keywords: Assets; Ownership; Technology; Governance; Contracts; Transportation Industry; United States

2015
Working Paper

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

Keywords: Management Practices and Processes; Advertising

SSRN

Read Now

November 2001 (Revised October 2017)
Supplement

Store24 (B): Service Quality and Employee Skills

By: Frances X. Frei and Dennis Campbell

Supplements the (A) case. View Details

Keywords: Customer Satisfaction; Employees; Service Delivery; Retail Industry

2002
Other Unpublished Work

Legal Management: The Case for a Managed Model for the Delivery of Legal Services

By: Ethan S. Bernstein

This essay takes a brief look at the innovations in the delivery of legal services made due to the expansion of the pre-paid sector and uses those changes in the power dynamics of the industry to make a compelling case for a more widespread, managed model. The managed... View Details

Keywords: Management; Law; Service Delivery; Legal Services Industry; United States

Read Now

August 1996 (Revised August 1997)
Case

TNT Limited's Logistics Services in Asia (A): The Strategy

By: Michael Y. Yoshino and Carin-Isabel Knoop

Meredith Hellicar's mission as general manager of corporate development is to make TNT Ltd. one of the biggest and most diverse transport and logistic companies in the world, with approximately $5 billion in turnover in 1993, a leading provider of logistics services in... View Details

Keywords: Business or Company Management; Managerial Roles; Distribution; Logistics; Mission and Purpose; Partners and Partnerships; Strategy; Diversification; Transportation Industry; Asia; China; Indonesia; Thailand

Educators

June 2013
Supplement

Multiasistencia: Redefining the Relationship with its Service Professionals. Spreadsheet Supplement

By: Francisco de 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

Keywords: Outsourcing; Incentives; Relational Contracts; Business Model; Motivation and Incentives; Job Cuts and Outsourcing; Contracts; Insurance Industry; Spain

2023
Working Paper

The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks

By: Isamar Troncoso, Minkyung Kim, Ishita Chakraborty and SooHyun Kim

The US has seen a rise in union movements, but their effects on service industry marketing outcomes like customer satisfaction and perceptions of service quality remain understudied. In this paper, we empirically study the impact on customer satisfaction and... View Details

Keywords: Labor Unions; Customer Satisfaction; Perception; Public Opinion; Employees; Food and Beverage Industry

SSRN

September 2000
Background Note

Professional Services Module Six: Succeeding in PSFs

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry

Emphasizes the skills and values that we believe successful professionals possess: change management and leadership skills, a proactive career management approach, effective processes of giving and receiving feedback, a clear ethical perspective, balance between... View Details

Keywords: Management Skills; Service Industry

July 2008 (Revised December 2011)
Supplement

ghSMART(-er) & Co., 2008: 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 Ventures; Managerial Roles; Organizational Structure; Problems and Challenges; Loss; Motivation and Incentives; Service Industry

January/February 2004
Article

Cheaper, Faster, Easier: Disruption in the Service Sector

By: Clayton M. Christensen and Scott D. Anthony

Keywords: Disruption; Service Industry

January 2002
Case

Intrinsix: Managing Growth at an Electronic Design Service Company

By: H. Kent Bowen and Courtney Purrington

Intrinsix is a 15-year-old semiconductor design services company that wants to continue its growth and market reach and appears to be ready for an initial public offering (IPO). This case leads up to this strategic decision point by tracing the growth of Intrinsix from... View Details

Keywords: Decisions; Initial Public Offering; Growth Management; Management Analysis, Tools, and Techniques; Management Style; Marketing Strategy; Problems and Challenges; Competitive Strategy; Electronics Industry