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  • All HBS Web  (984)
    • People  (1)
    • News  (150)
    • Research  (724)
    • Multimedia  (3)
  • Faculty Publications  (530)
← Page 19 of 984 Results →
  • May 1994 (Revised September 1994)
  • Case

STAR TV (A)

By: Michael Y. Yoshino and J. Peter Williamson
Concerns the decision whether or not to launch a satellite television service in Asia in the 1990-1991 period. STAR TV was a joint venture between Hutchison Whampoa and Li-Ka Shing and was established to launch such a service. Li-Ka Shing's son, Richard, was CEO.... View Details
Keywords: Joint Ventures; Decisions; Product Launch; Service Delivery; Adaptation; Entertainment and Recreation Industry; Asia; Europe; United States
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Yoshino, Michael Y., and J. Peter Williamson. "STAR TV (A)." Harvard Business School Case 394-212, May 1994. (Revised September 1994.)
  • December 2003 (Revised May 2004)
  • Case

Blockbuster Inc. & Technological Substitution (A): Achieving Dominance in the Video Rental Industry

Provides a comprehensive background of the video rental industry and home entertainment giant, Blockbuster Inc. Follows the life of Blockbuster Inc. from its first days under founder Wayne Huizenga to its most recent developments under 2003 CEO John Antioco. By looking... View Details
Keywords: Risk and Uncertainty; Decisions; Technological Innovation; Competition; Change Management; Economics; Service Industry; Service Industry
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Coughlan, Peter J., and Jenny Illes. "Blockbuster Inc. & Technological Substitution (A): Achieving Dominance in the Video Rental Industry." Harvard Business School Case 704-404, December 2003. (Revised May 2004.)
  • Web

Value-Based Health Care - Institute For Strategy And Competitiveness

the current concepts in how health care delivery systems can grow and deliver value-based health care across geography. See All Presentations In The News Course Trains New Army Musculoskeletal Integrated Practice Unit Teams January 2020... View Details
  • 06 Feb 2018
  • First Look

First Look at New Research and Ideas: February 6, 2018

notifications for the specific product before. Moreover, low service providers improve their service. At the same time, there is an increase in opportunistic behavior among top retailers, retailers that received notifications for other... View Details
  • November 2000
  • Case

Geocast Network Systems, Inc.

By: Thomas R. Eisenmann, Christina L. Darwall and Elizabeth Kind
Geocast, a venture-backed start-up, had developed innovative technology for "datacasting" broadband information and entertainment content to an external hard drive, where it was cached for later retrieval by a Web-enabled PC. By using terrestrial TV, direct broadcast... View Details
Keywords: Business Model; Customer Value and Value Chain; Entrepreneurship; Venture Capital; Information Management; Technological Innovation; Marketing Channels; Corporate Strategy; Web Services Industry; Web Services Industry
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Eisenmann, Thomas R., Christina L. Darwall, and Elizabeth Kind. "Geocast Network Systems, Inc." Harvard Business School Case 801-211, November 2000.
  • September 1993 (Revised January 1996)
  • Case

Kumon Educational Institute USA

The vice president of operations at Kuman Educational Institute USA is faced with the pressures of transferring a successful Japanese educational service concept to the United States. Kumon, a for-profit after-school supplementary educative center, specializes in... View Details
Keywords: Service Delivery; Adaptation; Education; Education Industry; Japan; United States
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Loveman, Gary W. "Kumon Educational Institute USA." Harvard Business School Case 694-032, September 1993. (Revised January 1996.)
  • Web

Placement - Doctoral

2021 Placement: Harvard Medical School, Post-Doctoral fellow (2021-2024); University of Pennsylvania, Perelman School of Medicine, Assistant Professor (2024-) Dissertation: The Patient Role in Health Care Service View Details
  • November 2004 (Revised September 2007)
  • Case

The Mitchell Family and Mitchells/Richards

By: Amy C. Edmondson, John A. Davis, Corey B. Hajim and Kelly Mulderry
Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as "hugging." The term... View Details
Keywords: Family Business; Customer Relationship Management; Knowledge Management; Service Delivery; Organizational Culture; Expansion; Information Technology; Retail Industry
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Edmondson, Amy C., John A. Davis, Corey B. Hajim, and Kelly Mulderry. "The Mitchell Family and Mitchells/Richards." Harvard Business School Case 605-047, November 2004. (Revised September 2007.)
  • April 2012
  • Article

Addressing the Leadership Gap in Medicine: Residents' Need for Systematic Leadership Development Training

By: Daniel Mark Blumenthal, Kenneth Richard Lee Bernard, Jordan David Bohnen and Richard Bohmer
All clinicians take on leadership responsibilities when delivering care. Evidence suggests that effective clinical leadership yields superior clinical outcomes. However, few residency programs systematically teach all residents how to lead, and many clinicians are... View Details
Keywords: Health Care and Treatment; Service Delivery; Leadership Development; Training; Programs; Practice
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Blumenthal, Daniel Mark, Kenneth Richard Lee Bernard, Jordan David Bohnen, and Richard Bohmer. "Addressing the Leadership Gap in Medicine: Residents' Need for Systematic Leadership Development Training." Academic Medicine 87, no. 4 (April 2012).
  • Web

Accounting & Management - Faculty & Research

Financial Reporting ; Social Media ; Banks and Banking ; Financing and Loans ; Investment Portfolio ; Interest Rates ; Debt Securities ; Risk and Uncertainty ; Financial Statements ; Risk Management ; Financial Services Industry ; United... View Details
  • August 2021 (Revised February 2023)
  • Supplement

Fair Park Covid-19 Mass Vaccination Site (B)

By: Willy Shih
This case is an opportunity to apply the methods of the Toyota Production System (TPS) to the analysis of an everyday service application: administering Covid-19 vaccines. It describes the start-up of a drive-up Covid-19 mass vaccination site at the Texas State Fair... View Details
Keywords: Operations Management; Operations Improvement; Operations And Processes; Toyota Production System; COVID-19 Pandemic; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States
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Shih, Willy. "Fair Park Covid-19 Mass Vaccination Site (B)." Harvard Business School Supplement 622-004, August 2021. (Revised February 2023.)
  • June 2001 (Revised March 2003)
  • Case

Alibris (A)

By: Andrew P. McAfee and Kerry Herman
Alibris is an Internet-era company providing search and fulfillment services for hard-to-find (rare, used, and out-of-print) books. At the time of the case, the company had made decisions to change its revenue model, to become involved in the fulfillment process for... View Details
Keywords: Internet and the Web; Service Delivery; Applications and Software; Problems and Challenges; Books; Service Industry
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McAfee, Andrew P., and Kerry Herman. "Alibris (A)." Harvard Business School Case 601-111, June 2001. (Revised March 2003.)
  • 2013
  • Working Paper

Increased Speed Equals Increased Wait: The Impact of a Reduction in Emergency Department Ultrasound Order Processing Time

By: Jillian Berry Jaeker, Anita L. Tucker and Michael H. Lee
We exploit an exogenous process change at two emergency departments (EDs) within a health system to test the theory that increasing capacity in a discretionary work setting increases wait times due to additional services being provided to customers as a consequence of... View Details
Keywords: Technology; Demand and Consumers; Service Delivery; Health Care and Treatment; Business Processes; Health Industry
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Berry Jaeker, Jillian, Anita L. Tucker, and Michael H. Lee. "Increased Speed Equals Increased Wait: The Impact of a Reduction in Emergency Department Ultrasound Order Processing Time." Harvard Business School Working Paper, No. 14-033, October 2013.
  • 27 Jan 2015
  • First Look

First Look: January 27

The Effect of Service Quality and Competition on Demand By: Balasubramanian, Karthik, and David F. Drake Abstract—The use of electronic money transfer through cellular networks ("mobile money") is rapidly increasing in the... View Details
Keywords: Sean Silverthorne
  • 18 Apr 2013
  • Working Paper Summaries

The Impact of Pooling on Throughput Time in Discretionary Work Settings: An Empirical Investigation of Emergency Department Length of Stay

Keywords: by Hummy Song, Anita L. Tucker & Karen L. Murrell; Health
  • 10 Jun 2008
  • First Look

First Look: June 10, 2008

opportunities being created by information technology and the Internet. The increased emphasis Kelly placed on building leadership consulting services was itself a big change. The case asks what levers Kelly can use, from culture to... View Details
Keywords: Martha Lagace
  • Article

Earnings and Ratings at Google Answers

By: Benjamin Edelman
I analyze all questions and answers from the inception of the Google Answers service through November 2003, and I find notable trends in answerer behavior: more experienced answerers provide answers with the characteristics askers most value, receiving higher ratings... View Details
Keywords: Service Delivery; Opportunities; Behavior; Value; Jobs and Positions; Wages; Business Earnings
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Edelman, Benjamin. "Earnings and Ratings at Google Answers." Economic Inquiry 50, no. 2 (April 2012): 309–320. (draft as first circulated in 2004.)
  • Web

Great American Business Leaders of the 20th Century - Leadership

Company, 1901–1922 Henry Crown Material Service Corporation, 1921–1941 Richard J. Cullen International Paper Company, 1936–1948 John W. Culligan American Home Products, 1981–1986 Joseph S. Cullinan Texaco, 1902–1913 Joseph F. Cullman III... View Details
  • Program

Strategy for Health Care Delivery—Virtual

book Redefining Health Care—as a template for restructuring health care delivery around value. The process starts with providers and expands into strategies for health plans, employers, suppliers, and governmental entities. By exploring... View Details
Keywords: Health Care; Health Care
  • Article

How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods

In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical... View Details
Keywords: Customer Satisfaction; Price; Service Delivery; Mathematical Methods; Competition; Service Industry; Service Industry
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Allon, Gad, Awi Federgruen, and Margaret P. Pierson. "How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods ." Manufacturing & Service Operations Management 13, no. 4 (Fall 2011).
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