Scaling Service Operations - Publications - Faculty & Research - Harvard Business School

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August 2011 (Revised August 2012)
Case

JetBlue Airways: Deicing at Logan Airport

By: Douglas Fearing and Robert S. Huckman

The case explores a deicing capacity expansion decision made by JetBlue at Boston Logan International Airport in the summer of 2010. The need for capacity expansion was driven by significant challenges faced during the previous winter combined with substantial... View Details

Keywords: Operational Disruptions; Strategic Planning; Disruption; Cost vs Benefits; Air Transportation; Service Operations; Logistics; Operations; Air Transportation Industry; Boston

October 2016
Case

Turkasset: Bringing Customer-Centricity to Debt Collection

By: Dennis Campbell and Gamze Yucaoglu

In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details

April 2020 (Revised October 2021)
Case

SpaceX, Economies of Scale, and a Revolution in Space Access

By: Matthew C. Weinzierl, Kylie Lucas and Mehak Sarang

From the time he transformed the world of online banking, Elon Musk established himself as a bold innovator. After selling X.com to PayPal in 2002, he founded a series of revolutionary start-ups, starting with Space Exploration Technologies (SpaceX). Hoping to "make... View Details

Keywords: Space Tech; Space Access; Vision; Economies Of Scale; Technological Innovation; Emerging Markets; Commercialization; Finance; Aerospace Industry

May 2016 (Revised September 2016)
Case

Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean

By: Rajiv Lal and Gamze Yucaoglu

In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details

November 2015 (Revised February 2016)
Supplement

Allianz Turkey: Focus on the Customer (B)

By: W. Earl Sasser and Gamze Yucaoglu

At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details

Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey

Article

Efficiencies and Regulatory Shortcuts: How Should We Regulate Companies like Airbnb and Uber?

By: Benjamin Edelman and Damien Geradin

New software platforms use modern information technology, including full-featured web sites and mobile apps, to allow service providers and consumers to transact with relative ease and increased trust. These platforms provide notable benefits including reducing... View Details

Keywords: Platforms; Regulation; Sharing Economy; Uber; Airbnb; Universal Service; Insurance; Market Platforms; Service Delivery; Software; Service Industry

Web

Entrepreneurial Sales 102: Building, Managing, and Scaling the First Sales Team as a Founder, Investor, or Advisor - Course Catalog

HBS Course Catalog Entrepreneurial Sales 102: Building, Managing, and Scaling the First Sales Team as a Founder, Investor, or Advisor Course Number 1695 Senior Lecturer Lou Shipley Spring; Q4; 1.5 credits 14 Sessions Paper/Project... View Details

01 Dec 2015
News

Research Brief: What Makes a Mobile Money Service Thrive in an Emerging Market?

Ishan Sachdev (MBA 2013) Since 2009, more than 80 mobile money services have popped up in emerging markets to offer financial services to the millions of people who have a cell phone but no traditional bank... View Details

Keywords: Erin Peterson

18 Nov 2014
News

Alfred Raises $2M to Bring Its Personal Butler Service to Boston & Beyond

Keywords: Personal Services

November 2016 (Revised October 2018)
Case

Augmedix

By: Frank V. Cespedes and Alexandra N. Rachlin

In April 2015, Ian Shakil and Pelu Tran, cofounders of Augmedix, are discussing how to grow their emerging health care startup. The company’s sole product, also called Augmedix, streams video of doctor-patient interactions to remote medical scribes, thus freeing... View Details

Keywords: Entrepreneurial Management; Sales Management; Scaling; Hiring; Pricing; Entrepreneurship; Marketing; Marketing Strategy; Product Marketing; Sales; Technology; Health Industry; United States

July 2014 (Revised August 2014)
Case

AmazonFresh: Rekindling the Online Grocery Market

By: Rory McDonald, Clayton Christensen, Robin Yang and Ty Hollingsworth

More than a decade after the high-profile failures of several early online grocers, grocery remains the largest single U.S. retail category and one of the few that has not yet migrated online. Amazon began testing its grocery-delivery service, AmazonFresh, in Seattle,... View Details

Keywords: Innovation; New Markets; Grocery; Operations Strategy; Innovation and Invention; Strategy; Emerging Markets; Learning; Service Operations; Internet and the Web; Business Model; Food and Beverage Industry; United States

January 2017
Case

Flatiron School

By: Thomas Eisenmann and Halah AlQahtani

In late 2016, the founders of Flatiron School, a startup offering 12-week coding bootcamps, are formulating their growth strategy. Their new online-only program has matched the excellent job placement results for their in-person bootcamps. Should Flatiron shift... View Details

Keywords: Scaling Start-ups; Growth Strategy; Entrepreneurship; Distribution Channels; Growth and Development Strategy; Internet and the Web; Business Startups; Diversification; Expansion; Education Industry; United States

1978
Chapter

Changing Organizational Constraints: Toward Promoting Equal Opportunity and Treatment for Women in Public Service Systems

By: R. M. Kanter

Keywords: Organizational Change and Adaptation; Equality and Inequality; Public Sector; Service Operations; Gender

2012
Article

The Internalization of Advertising Services: An Inter-Industry Analysis

By: Sharon Horsky, Steven C. Michael and Alvin J. Silk

This study investigates the extent to which U.S. advertisers use in-house rather than independent advertising agencies and examines inter-industry variation in such internalization. Contrary to the widely held impression that use of an in-house advertising agency is... View Details

Keywords: Advertisers; In-house Advertising; Inter-industry Variation; Internalization; Scale Economies; Transaction Costs; Vertical Integration; Advertising Costs; Creative Industries; Marketing Strategy; Advertising Industry; Europe; North and Central America

2012
Article

The Unbundling of Advertising Agency Services: An Economic Analysis

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

We address a puzzle surrounding the shift from bundling to unbundling of U.S. advertising agency services and the slow pace of change over several decades. We model an agency’s decision as a tradeoff between the fixed cost to the advertiser of establishing a... View Details

Keywords: Bundling; Unbundling; Advertising Agency Services; Fixed Cost; Higher Media Prices; Volume; Diversification; Advertising; Change; Advertising Industry; United States

May 2015 (Revised September 2015)
Case

AIP Healthcare Japan: Investing in Japan's Retirement Home Market

By: John A. Quelch and Qing Xia

The CEO of a health care-based REIT is considering alternative nursing home investment strategies. Students must consider macro-industry trends, scale and scope issues and consumer segmentation data in making their recommendations. View Details

Keywords: Health Care; Health Care Services; REIT; Marketing; Investment; Health Care and Treatment; Segmentation; Accommodations Industry; Health Industry; Real Estate Industry; Japan

August 2021
Teaching Note

Fair Park Covid-19 Mass Vaccination Site (A) and (B)

Teaching Note for HBS Case Nos. 622-003 and 622-004. View Details

Keywords: Operations Improvement; Operations And Processes; Toyota Production System; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States

21 Dec 2022
Blog Post

Climate Stories Episode #12: Vehicle to Everything - Claire Broido Johnson (MBA 2002), Chief Operating Officer of Fermata Energy

Climate Stories Episode #12: Vehicle to Everything - Claire Broido Johnson (MBA 2002), Chief Operating Officer of Fermata EnergyLike many of our Climate Story subjects, Claire Broido Johnson (MBA 2002) first became interested in climate... View Details

Article

The Inpatient Discharge Lounge as a Potential Mechanism to Mitigate Emergency Department Boarding and Crowding

By: Brian Franklin, Sharif Vakili, Robert S. Huckman, Sarah Hosein, Nicholas Falk, Katherine Cheng, Maria Murray, Sheila Harris, Charles A. Morris and Eric Goralnick

Delayed access to inpatient beds for admitted patients contributes significantly to emergency department (ED) boarding and crowding, which have been associated with deleterious patient safety effects. To expedite inpatient bed availability, some hospitals have... View Details

Keywords: Health Care Delivery; Emergency Room; Operations Improvement; Operations Management; Health Care and Treatment; Service Delivery; Operations; Management; Performance Improvement; Service Operations

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March 2021
Article

Last Place Aversion in Queues

By: Ryan W. Buell

This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details

Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations

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